COMMUNICATION SKILLS NOTES

PREPARED BY madam Sharon

COURSE OUTLINE

• Introduction to Communication Skills.

• Business Communication.

• Media of Communication.

• Types of Communication.

• Barriers to Communication.

• Principles of Communication.

• Oral, Visual and Audio –Visual Communication.

• Speeches and Listening.

• Written Communication.

• Business Letters.

• Business Reports.

• Agenda and Minutes Writing.

• Stress Management.

• Human Relations.

• Time Management.

Introduction To Communication.

Definitions

What is communication?

• Communication is the process by which information is transmitted between individuals and

organization so that an understanding produces results.

• Communication means to provide required information to the concerned person.

• Communication is the act of any natural or artificial means of conveying information or giving
instructions. .

• Communication is the process of passing information and understanding from one person to
another.

• Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.

• Communication is all about sending and receiving information.

What is skills?

This is the ability to do something well.

Main Aspects of Communication.

• The source of communication eg sender.

• The contents of communication.

• The process by which communication is produced.e.g dictation

• The method by which communication is transmitted.

• The procedures involved in receiving communication. E.g. mail

• The destination of the communication e . g the recipient.

• The understanding of the communication by the recipient.

Communication may include:

• Communicating with customers.

• Communicating with staff.

• Communicating with suppliers.

• Communicating with owners.

• Communicating with the community.

The Process Of Communication.

Communication is the transfer of information between people.

It contains the following elements:

 • Encoding; this is the forming of the message in your mind so as to pass information to the
receiver.

It can also be defined as putting information in the best form to become the message.

• Decoding: This is trying to interpret the message according to the receiver’s understanding.

N/B: The process is said to be complete when the receiver understands the message.

• The sender/the source: This is where the message originates.

The sender is the one who initiates communication with the needs to convey thoughts, feelings
and wishes.

• Message: This the second element of communication mode which refers to thoughts, feelings
and wishes that the sender has encoded to convey to the intended receiver.

• Channel /Media: This is the pathway through which the message is transmitted. e.g telephone,
newsletters, posters, computers, meetings, newspapers etc.

• Receiver /Destination: this is the person to whom the sender directs the message. The receiver’s
work is to encode the message send.

• Feedback: This is the last stage of communication process. It is what comes out after the
message has been send and received.

MESSAGE
THE SENDER.
The information that is
Initiates communication transmitted

MEDIUM/CHANNEL

How the message is passed

on

FEEDBACK

Was the message received

and understood.
RECEIVER

The audience at whom

the message is targeted.
 Functions of Communication

• It acts as a record of reference.

• It improves human relations by giving people a chance to air out their grievances.

• It forms a record of evidence which can be used legally.

• If facilitates and coordinates interaction.

• It fosters understanding between individuals, institutions and countries.

• It enables business to avoid loses.

• We use communication to influence others.

• Through communication we learn who we are and what we are good at by how people react to
our message.

• We communicate to exchange information.

• To fulfill social obligation.

Sources of Communication

• Through old files: a great deal of internal information is readily available in the old files of the
organization.

Past performance of the organization as well as its employees can be easily known from the old
files.

• Through observation: valuable information about the efficiency and reliability of the employees
can be gained from personal observation.

• Through mass media of communication: mass media of communication such as radio, television,
cinema. newspapers, journals are the time throwing information.

• Through library research: a good library is a storehouse of information. It is only in a library that
we can gain access to reference books, research publications, files of the old journals etc.

• Through chambers of commerce: the membership of such chambers is supposed to be very

useful these days. They keep their members abreast of all the developments that have any
bearing on their activities.

• Through meetings, seminars and conferences: large business houses often sponsor national and
international seminars and conferences to share knowledge and experiences with others.
• Through personal interviews: information can also be gathered through personal interviews
with prominent people in various fields.

• Through questionnaires.

• Through trade fairs and exhibitions.

• Through internet.

Topic 2: Business Communication

• Business communication is far more demanding than the communication you typically
engage in with the family, friends and school associates.

• Expectations are always high and the business environment is so complex that the message
can fail for various reasons.

• Business communication is affected by factors such as the globalization of business and

increase in workforce diversity, the increasing value of information, the pervasiveness of
technology, the growing reliance on teamwork etc.

• Effective communication is at the center of virtually every aspects of business because it

connects the company with all the stakeholders, groups affected by the company,
customers, employees, shareholders, suppliers, neighbors etc.

• Benefits of Effective Communication

• It improves stakeholder’s response.

• It helps in quick problem solving.

• It enhances professional image.

• It enhances stronger decision making.

• It increases productivity.

• It builds stronger business relationships.

• It helps in clearer promotional materials.

• It helps in steady work flow in an organization.

Methods of Business Communication.

 • Web-based communication: for better and improved communication.

• E-mails; which provides important medium of written communication worldwide.

• Reports: important in documenting the activities of any department,

• Presentations: very popular method of communication in all the types of

organizations by use of audio-visuals.

• Through telephone meetings which allow for long distance speech.

• Forum boards which allow people to instantly post information at centralized

location.

• Face to face meetings which are personal and should be succeeded by written
follow up.

Topic 3: Media Of Communication

• Good communication helps business to function efficiently.

• It makes it easier to recognize and deal with potential problems.

• Keeping workers well informed of what is going on in an organization increases

motivation.

• All the media available can be broadly classified into the following categories.

• Non-verbal/written communication.

• Verbal/ oral communication.

• Visual communication.

• Audio-visual communication.

• Communication using new technology.

Written/non -verbal Communication

• Written communication include: circulars. letters,

telegrams,reports,minutes,forms,questionnaires,manual etc

Advantages of written Communication

 • It is accurate and precise.

• It can be repeatedly referred to.

• It is a permanent record.

• It is a legal document.

• It facilitates assignment of responsibilities.

• It has wide access.

Disadvantages of written communication.

• It is time consuming in terms of thinking and writing.

• It is costly.

• Quick clarification is not possible.

Essentials of written Communication

• Clarity

• Completeness.

• Conciseness.

• Consideration.

• Courtesy.

• Correctness.

Oral / verbal communication

• Oral communication include: face to face conversation, conversation over the

phone, radio broadcast,interviews,group
discussion,meetings,conferences,seminars , announcements over the public
address systems etc.

Advantages of oral /verbal communication

• It saves time.

• It saves money.
 • It is a more powerful means of persuasion and control.

• It helps to identify the moods of the speaker.

Disadvantages of oral communication.

• Lengthy messages are not suitable for oral transmission.

• Oral messages cannot be retained for a long time.

• Oral messages have no permanent record.

• Oral messages have no legal validity.

• Oral messages offer a great opportunity for clarification, exaggeration

and distortion.

Essentials of effective oral communication

• Clear pronunciation.

• Brevity.

• Logical sequence.

• Appropriate word choice.

• Use of natural voice.

• Finding the right register.

Face to face communication

• Oral conversation is a natural mode of communication.

Advantages of face to face communication

• Facial expressions and gestures help to communicate

better.

• It is suitable for discussion.

• It builds relationship.

• It is easy to understand each other.

 • It is easy to identify those whom you are talking to.

Disadvantages of face to face communication

• It is difficult to practice in large sized organizations.

• It is not effective in large gatherings.

• It is ineffective if the listener is not attentive.

Giving Oral Instructions

• Don’t assume that your listener has prior knowledge about the subject.

• Select a proper time to give these instructions.

• Organize your instructions so that they make sense to the listener.

• Use simple, clear, concise and accurate language.

• Don’t give any irrelevant or unimportant details. Don’t load the listener; s mind
with information unrelated to the job at hand.

• Carefully watch the expression on your listener’s face in order to find out
whether your message is getting through or not.

• Allow opportunities to your listeners to ask questions.

• Repeat complicated instructions.

• If possible, follow up detailed oral instructions in writing.

Electronic Communication

• Electronic communication refers to electronic equipment such as computers

and televisions.

• A computer can communicate directly with another computer by sending

and receiving tiny pulses of electricity along the cable.

• Computers can also communicate directly with other electronic devices that
use digital technology, such as fax machines, digital telephones, digital-
cameras and image scanners.

• The internet is an international network of computers and similar electronic

machines, linked by wires, cables, radio waves and satellites of the telecom
system.
• For the internet, a computer is needed to store information you want to
send or information it has received.

• Special programs in the computer process the information.

Electronic mail

• Electronic mail (e-mail) is the process by which one person can

exchange messages with other people entirely on computers.

• You can send letters, documents and other important information.

• It is also possible to swap data files, pictures,spreadseets,commercial

information etc

• For business purposes, email may be considered at two levels:

• Internal e-mail: this operates within an organization.

This is usually on a local area network based mail

system.

Messages may be passed amongst network computer

users e.g as a replacement for internal memos.

• External e-mail: this enables individuals or organizations

to communicate with other individuals or organizations
anywhere in the world.

Advantages of e-mail

• E=mail messages can be sent to be the recipient’s mailbox at any time.

• E-mail can be a very rapid means of communication.

• It can be kept as longer as it is needed.

• It is cheaper to send than a fax.

• It does not waste the papers.

• It is flexible than faxing.

• It requires minimal training.

Disadvantages of e-mail.
 • E-mail is not private as ordinary letters.

• It requires skilled personnel.

• Staff may waste time on non-productive e-mailing.

• Managers may not have time /resources to explore mail systems.

• Slight error in an e-mail address can prevent the delivery of the

message.

Topic 4: Types Of Communication.

• There are basically two types of communication. These are:

• Internal communication.

• Internal communication refers to the exchange of information or messages

between persons and departments of the same organization.

Importance of internal communication

• Better understanding: good communication improves the

understanding between the employer and employees.

• Greater efficiency: the sound communication system enables the

management to instruct the supervisors and subordinate staff
about any change of policy.

• Effective coordination: the employees can coordinate more

effectively in the presence of good communication.

• To avoid losses: proper communication system enables the

employees to inform the management about any breakdown of
machinery or other shortages.

• External Communication

• External communication refers to the exchange of information or

messages between a particular organization or office and outside
persons and organizations.

Importance of external communication

 • Good reputation: the effective communication with customers and
other business enterprises enable the company to establish good
reputation.

• Improvement in public relations: when a company communicates

with the general public to keep them informed of its activities and
services then more people become interested to deal with the
company.

• Better business prospects: due to good communication, a

company can attract more customers.

• Choice of customers: a company can get the information about the

likes and the dislikes of its customers

• Government departments.

• Job requirements.

Types of internal communication

• Internal communication may be further classified into two types: formal

and informal communication.

Formal Communication

• It follows the course laid down in the organization structure of the

enterprise.

• Members of the enterprise are supposed to communicate with each other

strictly as per the channels laid down in the structure.

Informal communication

• This is where the members of the enterprise do not follow the

patterns of the relationships provided in the organization
structure.

• It is divided into:

• Downward Communication
• This is the flow of communication which moves from superiors to
subordinates at different levels of organization.

Objectives of downward communication

• To give specific directives about the job entrusted to a subordinate.

• To explain policies and organizational procedures.

• To praise the subordinates of their good performance.

• To give the subordinates information about the rational aspects of

their job.

Disadvantages of downward

• There is under-communication and over-communication

• There is delay in terms of conveying information.

• There is loss of information.

• There is distortion and exaggeration.

• There is build-in resistance.

Upward Communication

• This is the flow of communication from the lowest level to the highest level
of organization.

• Through this flow, feedback information moves from lower to higher levels
in the forms of reports, suggestions, complains etc.

Importance of Upward Communication

• Providing feedback: upward communication provides the

management with necessary feedback.

• Outlet for pent-up emotions: Upward communication gives the

employees an opportunity to vent their problems and grievances.

• Constructive suggestions: often employees offer constructive

suggestions to promote the welfare of the organization.
 • Easier introduction of the new schemes: since the employees feel
themselves to be party to the decision making process, it helps the
organization to introduce new schemes without forcing the
employees.

• Greater harmony and cohesion: upward communication acts as a

kind of lubricant.

It makes the atmosphere in the company congenial and creates

greater harmony and cohesion between the management and the
employees.

Methods of improving upward communication

• Through open –door policy: the employees are given a feeling that the
manager’s doors are always open to them to share anything they have with
the management.

• Through complain and suggestion boxes: the employees are encouraged to

drop their complaints and suggestions in those boxes.

• Through social gatherings: social gatherings are frequently arranged in

different departments to solve their recurring problems.

• Through direct correspondence: sometimes the employer may write directly

to the employee to talk to him/her and vice versa.

• Through reports: employees may be required to submit reports about the

progress of their work at regular intervals.

• Through counseling: in some organizations, workers are encouraged to seek

the counsel of their superiors on their personal problems.

Limitations of Upward Communication

• Employees are usually reluctant to initiate upward communication.

• Employees often feel if they communicate their problems to their

superiors, it may adversely reflect on their own efficiency.

• Upward flow of communication is more prone to distortion and

exaggeration than downward communication.
• Sometimes in the process of upward communication, workers
become too bold, ignore their immediate superiors and directly
approach the top most authorities.

Horizontal Communication

 This is communication between department or people on

the same level in the managerial hierarchy of an
organization.
 Workers communicating with other workers, clerks
exchanging information with one another, supervisors
holding a coffee break session to discuss some organizational
problems are all engaged in the horizontal communication.
Importance of Horizontal Communication
I. It promotes understanding and co-ordination among
various departments.
II. It does not need much imagination to visualize
embarrassing situations that lack of coordination
might create for the organization.
III. The purchase department might keep on purchasing
material which is neither immediately needed nor
can be adequately stored.
IV. The stores may report shortage of material when
production is fully geared up.

Methods of Horizontal communication.

a. Through oral communication.
b. Through face to face exchange of views.
c. Through a brief conversation over the telephone.
Grapevine Communication
 This is also known as informal channel of communication.
 It follows no set lines nor any definite rules but spreads like
grapevine, in any direction, anywhere and spreads fast.
How the Grapevine operates
 The nature of grapevine or informal channel of
communication is classified into four basic types: single
strand, gossip, probability and cluster.
 The single strand chain involves the passing of information
through a long line of persons to the ultimate recipient. E. g.
 A tells B, who tells C, who tells D and so on till the
information has reached most of the persons
concerned.
 In the gossip chain, A actively seeks and tells everyone.
This chain is like the wheel where A is at the Centre and
the information passes along the spokes of the wheel to
others stationed on the rim.
 The probability chain is a random process in which A
transmits the information to others in accordance with
the laws of probability and then these others tell others in
the similar manner.
 In the cluster chain, A tells selected persons who may in
turn relay the information to other selected individuals.

Importance of the Grapevine

a. It acts as a kind of safety-valve for the pent-up
emotions of the subordinates.
b. Organizational solidarity and cohesion.
c. It is a supplement to other channels.
d. Quick transmission of information.
e. Provision of feedback to the management.
Disadvantages of the Grapevine
a. There is distortion.
b. There is incomplete information.
c. There is damaging swiftness

How to use grapevine effectively?

I. The managers should try to find out the people

who are more active on the grapevine and keep
them well informed so that harmful rumors do
not reach the employees.
II. The grapevine should be used to feel the pulse of
the employees.
III. If there is any false rumor, the management
should immediately use the official channels to
contradict and to dispel the fears of the
employees.
IV. If the workers are associated with the decision-
making, rumor –mongers will be automatically
frustrated.
 QUESTION Discuss horizontal, grapevine and consensus as forms of
informal communication giving importance, advantages and
disadvantages.

Topic 5: Barriers Of Communication

• Barriers are any obstacles or difficulties that come in the way of communication.

• These barriers include:

• Physical barriers.

• Mechanical barriers.

• Psychological barriers.

• Cultural and linguistic barriers.

• Some barriers are raised by interpersonal relationships between individual and

groups and the channels used in communication.

Factors to consider when choosing methods of communication

in businesses

• How quickly the communication needs to be delivered.

• How much the business can afford to spend on communication.

• Whether the communication should be formal or informal.

• Whether the information is personal or confidential.

• How many people the communication needs to be delivered to.

• Whether more than one form of communication is necessary.

Some Common Barriers

• Wrong choice of medium: the various medium available to us include; oral, written,
visual and audio-visual.
 • The sender of the message should choose the media wisely depending on the
need of the message.

2. Physical barriers: the physical barriers to communication may be due to inadequate

staff,

Faulty procedures, inaccuracy in processing and delivering of communication, loss of

Documents and files and failure of the staff to follow the laid down procedure.

• Some of the physical barriers include:

• Noise

• Time and distance.

• Environmental stress.

• Subjective stress.

• Ignorance of the media.

3. Semantic barriers: semantics refers to the meaning of the language used.

• A language is the expression of the thoughts and experiences of people in terms

of their cultural environment.

• Language facilitates understanding but there are a times when it can be a barrier
to communication.

• It may also contain wrong instructions.

4. Mechanical barriers: mechanical barriers are those raised by the channels employed

For interpersonal, groups or mass communication.

• Channels become barriers when the message is interfered with by some

disturbances.

5. Psychological barriers: these barriers may be due to some social or psychological

Problems.

• These barriers may include:

 • Attitude, opinions and self-image: personal attitude and opinions
often act as barriers to communication.

• Emotions: emotional states of mind are important role in the act of

communication.

• If the sender is worried, excited, afraid or nervous, his thinking will be blurred
and he/she will not be able to organize his/her message properly.

• Resistance to change: the sender of the message should always take

in mind those who resist to avoid the job stress.

• Defensiveness and fear: having fear leads to poor communication.

• Closed mind.: a person with closed mind is very difficult to

communicate to.

• If closed-minded people can be encouraged to state their reasons for rejecting

a message or proposal, they may reveal deep rooted opinions and emotions.

• The source of communication: if the receiver has a suspicion against

the source of communication, there is likely to a barrier to
communication.

• Inattentiveness: people become inattentive while receiving a message

in a particular, if the message contains a new idea.

• Faulty transmission.

• Poor retention.

Measures to overcome communication barriers

• Steps must be taken to make organization structure straight forward and

communication line symbol, clear and direct.

• Communication must be planned and well-constructed.

• Proper choice of communication channels.

• The flow of communication should be carefully regulated to maintain the optimum

flow of communication.

• All efforts should be made to improve human relations within the organization.
• In a place of formal and rigid relationships, a climate of trust and confidence
throughout the organization should be created.

Topic 6: Principles Of Communication

• The principles of communication are those scientific aspects which must be

taken into account in all the media of communication.

• These aspects include; Clarity, Completeness, Conciseness, Consideration,

Courtesy and Correctness.

• These principles help to make various forms of communication e.g. letters,

memoranda, reports, representations etc. more effective.

• CLARITY

• It refers to clarity of thoughts and expression.

• Clarity of thoughts.

• The communication cycle begins with the generation of ideas in the mind of the
transmitter.

• The communicator must be clear about the following points:

• What is the objective of communication?

• What is to be communicated?

• Which medium will prove to be the most suitable

for this purpose.

• Clarity of expression

• The receiver learns about the idea in the transmitter’s mind through the coded
message.

• If encoding is faulty, the message may be misinterpreted.

• The following points about the choice of words deserve attention:

• Use of simple words.

• Use of concrete expressions

• Prefer active construction.

 • Avoid ambiguity.

• Use of short sentences.

2. COMPLETENESS

• In business communication, completeness of facts is absolutely necessary.

• Incomplete communication irritates the reader and leaves him in suspense.

• If wrong actions follow an incomplete message, they may also prove expensive.

3. CONCISENESS

• The reader’s time is very invaluable.

• Don’t make the reader feel that he/she is wasting his/her time in going through your
unnecessary lengthy messages and letters.

• The following four simple rules will help you to achieve conciseness in your message:

• Include only relevant facts.

• Avoid repetition

• Avoid wordy expression.

• Organize your message well.

4. CONSIDERATION

• the following points will help you to achieve consideration:

• Adopt the you-attitude.

• Emphasize on positive and pleasant facts.

• Impart integrity to your message.

5. COURTESY

• In business, we must create friendliness with all those to whom we write.

• Courtesy demands a considerate and friendly behavior towards others.

• The following principles help to promote courtesy:

 • Answer the messages/letters promptly.

• Omit any irritating expressions.

• Apologize sincerely for an omission and thank

generously for any favor.

6 . CORRECTNESS

• The following points will help you to achieve correctness:

• Give correct facts: business communication often leads to

expensive operations.

Therefore, you should be sure that you are using correct

facts and expressing them in the correct language.

• Send your message at the correct time: all the messages

/letters must be transmitted and responded to at the most
appropriate time.

Since communication is an expensive process, transmitting

outdated information involves wastage of time, money and
human resources.

• Send the message in the correct style: this may also be

described as the principle of adaptability.

You must adapt your message to the needs of the receiver.

Topic 7: Oral, Visual and Audio-Visual Means of Communication.

• Oral Communication

• Oral communication means communication by word of mouth, face to face

conversation, the telephone(mobile) conversation, training courses, joint
consultation, meetings, conferences etc.

• Face to face is the most natural means of communication.

• In the face to face conversation, the ideas can be conveyed both by words and
gestures or expression.

• Mechanical devices which are commonly used in oral communication include; signals
e.g. (call bells, light, buzzer), dictating machines and the telephone.
 Telephone

• In today’s fast moving competitive business world, the telephone is one of the
most commonly used means of oral communication.

• It is used to place and take orders, to exchange urgently needed information, to

make appointments, to establish valuable business contacts etc.

Advantages of telephone

• It is portable.

• It saves time

• It provides immediate feedback.

• It is more effective than a personal visit.

Disadvantages of the telephone

• People communicating with each other have to depend entirely on their

voices to convey the message because they cannot see each other.

• People cannot use facial expressions and gestures to establish rapport to

achieve emphasize and to create mutual understanding.

• The caller might not be able to identify the moods of the speaker and vice
versa.

• The phone requires power to operate.

• It is not possible to ascertain the appropriate time to make a call.

• The telephone message does not provide a permanent record for legal
purpose.

How to use the telephone effectively?

• Speak politely, confidently and in a positive and friendly tone.

• Have a message pad, pen, telephone directory and an appointment book

near and at hand.

• While talking, hold the mouthpiece one inch away from the lips and the
earpiece close to the ears.
• Avoid running words together or talking through the nose or teeth.

• Don’t shout into the telephone nor speak to low.

• In long distance calls, it is good to be loud but shouting should be avoided at

all cost.

• Do not waste time in idle talks.

Guidelines for answering a call

• Always be prepared to receive a call, to give and receive information.

• When you pick up the receiver, you should first introduce yourself, the
company and the department you are working in.

• Say a pleasant good morning and a good afternoon depending on time.

• Listen carefully without interrupting the caller.

• Politely ask the caller to repeat the information you have not gotten
clearly.

How to take down the telephone messages

• If an official telephone message form is available, it is better to use it.

• Take down the name and the telephone number of the caller.

• Note down the time of the caller.

• Record carefully any special instructions given by the caller.

• Do not forget to convey the message to the person for whom it is

meant.

Guidelines when making a call.

• Prepare yourself mentally before you dial the number.

• Be clear about what you are going to communicate.

• Verify that you are dialing the correct number and dial it
carefully.

• Make sure that you have gotten the right person on the line.
 • Speak clearly and precisely.

• Be sure that you have delivered all the details of the message
and your message has been clearly and completely understood.

• When the conversation is over, put the receiver back gently and
say thank you.

Art of General Conversation

• Be interested and friendly.

• Be cheerful and relaxed.

• Be flexible and tactful.

INTERVIEW

• The word interview means to view between or sight between.

• It suggests a meeting between two persons for the purpose of getting a view of each
other or for knowing each other.

• The employer’s aim is to know whether the applicant can be of service to his
company.

• The applicant’s aim is to find out whether the job being offered by the company can
be suitable to him.

INTERVIEW TECNIQUEs

• Screening: since the number of applications for any job is very large, several
firms screen the applications to weed out unsuitable candidates.

• Random Appearance: some interviewers still believe that the man is more
important than application.

• They want to judge the man by his personal appearance rather than on
the basis of his application.

• Tests: these days a number of firms resort to tests, written or oral, designed to
judge the candidate’s intelligence, general knowledge, proficiency in language
etc.
• Experience: some employers believe that practical experience is more
important than paper qualifications.

• Under-stress interview: this a special technique to ascertain how a candidate

will acquit himself under conditions of exceptional stress and strain.

• He/she is exposed to embarrassing questions and provoked in various

ways to find out his patience and temper

Objectives of interview

• To find out the most suitable candidate for the job.

• To give the candidates sufficient information about the job

and the company.

• To create a sense of confidence and understanding in the

selected candidates.

• To promote the good will of the company by giving the

right impression to all the candidates whether selected or
not.

Interviewer’s preparations for the interview

• You should have a clear picture of the company profile and the nature
of the job the interview is being held.

• You should know the personality, character or temperament required

for the job.

• You should send the interview letters or messages well in advance so

that the candidates are not inconvenienced.

• Make proper seating arrangement for the candidates in the waiting

room.

• The interview itself should be conducted in the quiet place where there
is little or no interruption.

• You should decide before hand as to which member of the committee is

going to initiate the interview.

How to conduct the interview?

• Welcoming the candidates: welcome the candidate exactly in the
same way you would welcome the friend who visits you at your
office or home.

• Contents of the interview: after you have made the candidate feel at
ease, you should start talking to him/her on the subject you want to
know about.

• Parting: parting is as important as welcoming. You should thank the

candidates for having come for the interview and tell him/her that
he/she will be soon informed of the outcome.

How to become an effective interviewer?

• Let the applicant do most of the talking.

• Use brief verbal responses that will keep the applicant talking.

• Give your entire attention to the interviewee and respond by

encouraging facial expression.

• Allow the pauses in the conversation if you think the applicant

will reveal important information.

• Try to understand the applicant.

• Make self-expression easy for the applicant.

 Respect the feelings of the other person even if you

consider the person wrong.

Interviewee’s preparations for the interview.

• Know yourself: before you apply for a job, be sure that you
know why you are applying for it and whether it will suit
you.

• Know the company: the next thing is to know the company

in which you are seeking for a job.

• Prepare for the questions: anticipate the questions that you

will probably be asked and prepare answers to them.

• Prepare the questions that you would like to ask: if the

interview does not offer you full information about the
company and the job, you must ask questions to gain this
information.
 Arriving for the interview

• Dress appropriately: you should be suitably dressed for the occasion.

Your clothes as well as general appearance should be neat.

• Take with you your certificates: if the interview letter mentions some
certificates, testimonials and other documents or not, do not forget to take
them with you.

• Arrive for the interview in time: try to arrive at the interview place ten to fifteen
minutes before the scheduled time.

How to conduct yourself during the interview

• Don’t be nervous or agitated while entering interview room.

• Greet the interviewers with a polite good morning or good afternoon

depending on the time.

• Do not sit before you have been asked to do so.

• When the conversation starts, pay attention to what the interviewer says.

• Give relevant answers to the questions.

• Do not boast of your capabilities.

• Be positive in your attitude.

• Do not keep shifting in your seat.

• When the interview is over, do not forget to thank the interviewers.

• You are expected to have your individual views and you need not agree with
everything the interviewer says.

COMMITTEES AND CONFERENCES

• A committee consists of certain people who get together to exchange

views on some issues of common interests.

• People get together to exchange views in the conferences but it is more

informal than a committee.

• A committee is more specific while a conference is more general.

• A conference has a wide scope than a committee.

 • The conferences emphasize on the discussion but in a committee, it
emphasizes on taking decisions and solving problems.

Different types of committees

• Executive committees: the executive committee of an organization is generally

elected from its members at its Annual General Meeting.

• Its powers are specified by its parent body and it is required to give
account of its activities at regular intervals.

• Advisory Committees: this consists of experts or people representing different

groups or interests.

• Their sole function is to advise and they do not have any say in taking or
implementing decisions.

• Standing and ad hoc committees: standing committees are permanent

committees empowered to take management decisions.

• Ad hoc /temporary committees are committees constituted for a specific

purpose and dissolved when the purpose has been achieved.

• Formal and informal committees: formal committees are formally constituted and
their duties and responsibilities are specified,

• Informal committees have no fixed agenda and no formal authority.

• Line and staff committees: the staff committee is a kind of advisory committee that
apprises the management on the views of the employees.

• The line committee has the power to take decisions with regard to the
employees who are responsible to it.

Advantages of forming committees

• They offer expert opinion.

• They help to generate new ideas.

• Feedback is available.

• The employer-employee relationship is improved.

• Committees promote co-ordination.

• Committees give valuable training to junior executive.

 • The employees’ interests are safeguarded.

• Committees transmit information uniformly.

Disadvantages of forming committees.

• There is delay in taking decision.

• There is irrelevant discussion.

• It is expensive in terms of time and money.

• There are undesirable compromises.

• Responsibility is split.

Why committees misfire?

• Poor leadership.

• Overbearing leadership.

• Lack of compliance with formal procedure.

• Inadequate or large membership.

• Undesirable or incompetent membership

How to make the committees work effectively?

• Proper defining of the scope of the committee.

• Having competent membership.

• Choosing the correct size of the committee.

• Proper selection of the subject.

• The chairperson should play his/her role effectively.

MEETINGS
 • Meetings if properly handled, can be a useful means of group
communication.

• The following points will be helpful in ensuring the success of the

meeting:

• Clearly define the purpose of the meeting.

• Distribute the agenda among all the members in advance.

• Provide all the relevant facts.

• Restrict the number of invitees.

How to chair a meeting?

• Observe the punctuality.

• Clearly define the purpose of the meeting.

• Begin the meeting with a positive approach.

• Be brief and straight to the point.

• Remain impartial.

• Control emotional build-ups.

• Draw contributions from all the members.

• Controlling the meeting.

• Creatively control the opposing points of view.

• Close the meeting in time.

Attending the meeting

• If you have been invited to attend the meeting, you must go there to make some positive
contributions.

• The following points will make the meeting successful;

• Go to the meeting well prepared e.g

• Study the agenda carefully.

• Carefully read the information circulated in advance.

 • If you want to use any written or visual aids to make your contributions
effectively, prepare them well in advance.

• Study the other members who are attending the meeting.

• Speak at the most appropriate time.

• Control your negative impulses.

• Be conciliatory and accommodating.

• Avoid lecturing and condemning.

QUESTION: Discuss the conferences, visual communication and audio –visual communication

giving their importance, advantages and their disadvantages.

TOPIC 8 SPEECHES AND LISTENING.

• Spoken words have greater power.

• A good speaker can turn a hostile mob into a friendly gathering.

• A poor speaker can also turn a friendly gathering into a hostile mob.

Characteristics of a good speech.

• It should be clear: clarity is the first major characteristic of any good speech.

• It should be like an informal talk: a good speech is closer to a personal and

informal chat between two intimate friends.

• It should be vivid and concrete; make your speech vivid including concrete facts
easy to comprehend and visualize.

• It should be brief: your speech should as brief as possible and to the point.

• It should be interesting: your speech should be as interesting as possible to

capture the attention of the audience.

• It should be audience-oriented: a good speech is always turned to the

wavelength of the audience.

Characteristics of a good speaker

• A good speaker is lively: he treats his audience as a group of living people.

 • A good speaker is earnest: he does not just speak for the sake of speaking in
order to show off.

• A good speaker has a sense of responsibility to his listeners.

• A good speaker has a sense of responsibility to others on the program.

• A good speaker has a sense of responsibility to his subject.

• A good speaker has a sense of leadership.

• A good speaker tries to balance the scene.

• A good speaker keeps his sense of humor.

Planning to speak

• When planning to speak, preparations should always start well in advance.

• Research your topic thoroughly, do not include many points for

discussion.

• Plan your speech in three parts:

• The beginning should arouse the interest of the audience.

• The middle should be devoted to the discussion.

• The conclusion should summarize the main points.

• Time your speech to make sure it is neither too long nor too short.

• Look for the suitable quotations if possible.

• Arrange your points in such a way that strong points are kept at the
beginning.

• Make sure that your delivery is going to be good by rehearsing.

LISTENING

• Listening is an important aid to communication.

• We usually listen to:

• To obtain information.

• To solve problems.
 • To share experiences.

• To persuade and dissuade

• If we are poor listeners:

• Only inaccurate and incomplete information would be exchanged.

• Problems would not be clearly understood and would remain unsolved.

• They would not be able to share one another’s experiences.

• They would not be able to dissuade and persuade others due to misunderstanding.

Advantages of listening.

• Listening helps to know the organization.

• Listening helps to make better policies in the organization.

• Listening mollifies complaining employees.

• Listening is important for the success of open door policy.

• Listening helps to spot sensitive areas before they become explosive.

How to become a good listener.

• Concentrate on what a person is saying rather than how he /she looks.

• Repeat the key ideas to yourself by making short notes.

• Try to relate the speaker’s remarks to your personal background and

experience.

• Do not let your mind wander away from what the speaker is saying.

• Listen with a positive attitude.

Topic 9: WRITTEN COMMUNICATION

• Written communication includes: letters, circulars, memos, telegrams, reports, minutes,

forms, questionnaires etc.
• Everything that has to be written and transmitted in the written form falls in the area of
written communication.

Means of conveying written message

• Messenger services.

• Postal services.

• Transmitters e.g. telegrams, e-mail, telepointers etc.

Various forms of written communication.

• Correspondence: the letters we write to our friends and relatives are called personal
or informal letters.

• Business letters are those letters which are used in the buying and selling of
goods and services.

• Reports: a report has to convey from the writer to the reader some conclusions and
recommendations based on facts or circumstances which have been investigated.

• Circulars: these are generally referred to as circulation slips and are used to give
information which is uniform to more than one official use.

• Internal memorandum: this is used to give written information from one officer to
another officer of the same organization.

• Bulletins, notices, house journals: all these refer to printed information for internal
messages.

• Minutes: these are brief record of the proceedings of the meeting.

• They are written as soon as possible immediately after the meeting to avoid
making mistakes.

• Suggestion schemes: this is when the management asks for the suggestions from
the workers about their work.

• The organizations have suggestion boxes where workers put their written
suggestions about their work.

MEMOS

• A memo is a short form of memorandum.

• The literal meaning of the word memorandum is a note to assist the memory.
 • It is used for internal communication between executives and subordinates or
between officers of the same level.

Uses of a memo

• It is used to issue instructions to the staff.

• It is used to communicate policy changes to the staff.

• It is used to give or seek suggestions.

• It is used to request for help or information.

• It is used to confirm a decision arrived at on the telephone.

The Memo format.

• The memo is properly dated, written in a direct style.

• It must be as brief as possible and to the point.

• The tone of the memo should not be formal.

• The following factors should be considered when writing a memo:

• Who is going to read the memo?

• The subject matter of the memo.

• The company house style.

• The following is an example of a memo:

INTERNAL MEMO

TO: ALL THE STUDENTS.

FROM: THE OFFICE OF THE PRINCIPAL.

DATE: 23/5/2020.

SUBJECT: CHANGE OF EXAM CALENDER.

This is to bring attention to all the students that the exams scheduled to begin on

12/5/2020 has been postponed until further notice. This is due to the rampant spread of
the of Covid -19 that has affected all the activities in the entire world. We shall

communicate to you in case of any changes from the government.

Thank you and may God bless you all. Stay at home! Stay safe!

Yours sincerely,

Dr. Kelvin Oloo.

FORM MESSAGES

• Form messages or letters are used when an identical message is to be send to

a large number of people.

• Form letters are used for external communication and form memos for
internal communication.

Uses of form letters

• They are used to answer recurring inquiries.

• They are used to acknowledge payments.

• They are used to make simple adjustment.

• They are used to invite candidates for a test or interview.

• They are used to make appointments.

• They are used to promote good will of the company.

• They are used to give news to customers, stakeholders, suppliers etc.

Uses of form memos

• They are used to give news to the employees.

• They are used to deal with disciplinary matters.

• They are used to deal with leave and other service conditions of
employees.

• They are used to simplify office procedures.

 Advantages of form messages.

• They save time.

• They save money.

• They can be of better quality.

• They facilitate mailing campaign.

Types of forms.

• Complete form: in a complete form, the messages are identical in

every word. If it is a form letter, the general salutation is Dear
student, Dear customer, Dear subscriber etc.

• Fill-in-form: in this form, messages are prepared in advance to meet

specific kinds of the situations with blank spaces left for filling in
variable information.

• Guide form: here, the model letters or memos are prepared in

advance to meet various kinds of situations.

• Paragraph form: a letter containing a number of paragraphs or a

booklet of paragraphs to respond to different situations is kept
ready.

HOUSE ORGANS AND BULLETINS

• A house organ or journal is a periodic publication usually distributed free

among the employees to inform them, educate them as well as entertain
them.

Main objectives of a house organs and bulletins

• To keep the employees well informed about the products, services,

activities and achievements of the organization.

• To inform the employees about the new development or

diversification plans.

• To explain to the employees about the financial structure and

operations of the organization.

• To counter any harmful propaganda from anti-business sources.

• To instill a sense of discipline among the employees in order to

prevent wastage.
 • To instill in them a sense of involmemt by promoting among them a
general awareness about the organization.

• To improve the employer- employee relationships by producing a

harmonious environment for all those who work in the organization.

• To keep the morale of the employee high by providing them with

evidence of how much the organization cares for you.

• To encourage self-expression among the employees and to foster

creative talent among them.

• To provide health entertainment to the employees and their

families.

The contents of house organs and bulletin.

• Company news e.g products, policies, activities, achievements.

• Social news e. g weddings, deaths, sports etc

• Local news.

• General news e. g social, economic, political news etc.

• General reading meant for education and entertainment.

• Photographs.

How to make the house organs and bulletis interesting

and useful

• Only fresh information and current news should find a place in the house organs.

• The house organs should be published with regularity.

• Steps should be taken to ensure that the house organ reaches everybody.

• The journal should contain material of special interest to ladies and children.

• There should be a variety in the journal.

• The language used in the journal should be extremely simple and clear.

• Most of the creative pieces included in the house organ should be by employees
themselves.
• Humorous pieces should be given a special place in the house organs.

; Press handout/ releases

• These are items printed which are prepared on the basis of press releases
or handouts supplied by various organizations.

• Press releases do not bring any monetary gains to either the

organizations issuing them or newspapers accepting them for
publication.

• They only help to boost the image of the organization to the public.

Characteristics of a good release

• It should be news worthy.

• It should be factual true.

• It should be brief and precise.

• It should be written in a simple language.

• It should be suitable for publication.

Suggestion Schemes

• suggestion schemes are an important means of upward communication and

are now a common feature of every organization.

• Some organizations put suggestion boxes to put their suggestion s about

new development in those boxes.

• Suggestions are periodically taken out, scrutinized by a committee or sub –

committee and if found practicable and useful put into practice.

Advantages of suggestion schemes

• Suggestion schemes are very effective means of upward communication.

• They help in the improvement and the functioning of the organization.

• These schemes give the employees sense of participation in the process of

decision making.
 • Suggestion schemes often draw the attention of the management towards
unidentified problems.

• If employees who make suggestions are suitably rewarded, others also feel
motivated to think creatively.

• Suggestion schemes help to spot talented workers capable of giving good

suggestions.

How to make a suggestion scheme effective.

• Make it efficient.

• Give it enough publicity.

• Offer suitable rewards.

Topic 10: BUSINESS LETTERS

• Every business whether big or small has to maintain its contacts with its
supplies, customers, prospects, government departments etc.

• A business man has to exchange information with different parties.

• Most business letters are used to communicate ideas or facts.

• Most of the written information in an office is by means of business letters.

Therefore, anyone in business will find it useful to be able to express
his/her ideas in writing.

Reasons for writing a business letter.

• It provides a convenient and inexpensive means of communication without personal

contact.

• It helps to seek or give information.

• It helps to furnish evidence of transactions entered into.

• To provide a record for future reference.

 Functions of business letters.

• To provide a record and reference: with a view of maintaining record of

communication with outside world, the communication should be in writing.

• It makes a lasting impression: oral communication whether in person or over the

phone is rarely remembered compared to written communication.

• It is an authoritative prove: writing binds the parties concerned to the text of writing
because it is the best way of communication.

• It builds good will: the main purpose of business letters is to sell the good reputation
and friendliness of the company.

Types of business letters

• Letters of inquiry.

• Claim and adjustment letters

• Letters answering requests.

• Credit letters.

• Collection letters.

• Sales letters.

• Employment letters.

• Social letters.

Essentials of effective business letters.

• Promptness.

• Knowledge of the subject.

• Appropriateness.

• Accuracy, completeness and clarity.

• Consideration, conciseness and correctness.

• Courtesy.

• The you-attitude.
 • The positive and pleasant approach.

Parts of a business letter

• Heading: it is also called letter header /head address.

• The printed heading will state the name of the company, the address, the
telephone number, e=mail address etc.

• The date: putting the date on every letter is very important. it enables quick
reference and helps in prompt action and orderly filing.

• It is written below the address or the heading leaving some space for a better
look.

• Inside address: the inside address contains the name and the address of the firm or the
individual to whom the letter is written.

• This makes a record on the carbon copy which serves to identify the letter for
filing purpose.

• The salutation: this is the greeting part which commences the letter and precedes the
message.

• The usual salutation for business letters is Dear sir, Dear madam, Dear
sir/madam etc.

• It is the part of the letter which contain the message or the information to be
communicated.

• The body consists of the following:

• Subject and reference.

• Opening paragraphs.

• Main paragraph.

• Closing paragraph.

• Complimentary close: words like Dear sir, Dear madam, the conclusion will be yours
sincerely or yours truly.

• Words like Dear sir/ Madam, the conclusion will be yours faithfully.

• Signature: signature is a scent of the writer to the subject matter of the subject.

It is written immediately after the name of the writer.

The name of the writer should be written in capital letters.

Example of a business letter:

P. K CONSTRUCTIONS,

P. O BOX 58791-00400,

TOM MBOYA STREET,

NAIROBI.

23/5/2020

THE AFRICA ALUMINIUM CO. LTD,

P.O BOX 2154,

NAKURU.

Dear sir,

RE: CATALOGUE AND PRICE-LIST.

We read with interest your advertisement in ‘Daily Nation Newspaper’ of 20th April,2020
and are impressed by the description screws and fittings made by you.

We are the leading construction contractors and dealers in construction materials in this
area. The demand for aluminum fittings is steadily increasing in this part and we have a
large number of inquiries and orders too, for them.

Kindly, send us your catalogue and price-list for wholesale purchasers. Since our annual
requirements in metal fittings of all kinds are large, we would like to place regular orders
with you. Hence, please quote your most favorable prices and terms.

Yours sincerely,
S. M. Kamau.

Manager.

Topic 11: BUSINESS REPORTS

• Business report is an orderly presentation of facts about a specific business

activity or program.

• It can also be defined a communication from someone who has some

information to someone who wants to use that information.

• A report can also be defined as a document in which a given problem is

examined for the purpose of conveying information, reporting findings, putting
forward ideas and sometimes making recommendations.

Oral and written reports.

• A report may be either oral or written.

• An oral report is simple and easy to present.

• It may consist in the communication of an impression or an observation.

• An oral report can be denied at any time but written report is a permanent
record.

• An oral report tends to be vague but in written report, the writer tries to be
accurate and precise.

• A written report can change hands without any danger of distortion during
transmission.

• Written report can be referred to again and again.

Characteristics of a good report.

• Precision: in a good report, the writer is very clear about the exact purpose of writing
it.

His investigations, analysis and recommendations are directed by this purpose.

• Accuracy of facts: the scientific accuracy of facts are good essentials to the report.
 • Relevancy: the facts presented in a report should not only be accurate but also
relevant.

• Reader-oriented: a good report is always the reader oriented.

• Objectivity of recommendations: if the recommendations are made at the end of the

report, they must be impartial and objective. They should come as logical conclusion
to investigation and analysis.

• Simple and unambiguous language: a good report is written in a simple and

unambiguous language.

• Clarity: a good report should be clear and to the point. Clarity depends on the proper
arrangement of facts.

• Grammatical accuracy: grammatical accuracy should be improved to enable good

communication.

Steps to be followed before writing a report.

• Establish the terms of reference: before you start it is essential to define the objectives
of the task especially if others are involved.

• What is the report to cover, what do you expect to get out of it and what i.e
the submission date?

• Map out the contents: it is often useful to produce some notes on the paper which
may help to generate ideas for the report.

• Brief notes allow you to map out your thoughts and identify key areas.

• Think and analyze: the logic and coherence of the report is extremely important. This
helps to solve problems therefore; it is important to think before committing some
ideas on the paper.

• Building up the report: for large reports each section should be build up separately. it
is often useful to start your research by writing out those sections of the report which
you already understand and know.

• Presentation: layout depends upon personal preferences. It should be clear and

attractive. Pages should be well spaced and easy to read.

Report Format/ elements of a report.

• Title page: the title page normally gives the author, title, the recipient and the date.
• Summary: it is important to have a well-presented summary at the beginning of the
report, as the reader may not always read each section of the report especially if it is
detailed.

• Contents page: the contents page is very important. It gives the reader an overview of
the subject at a glance.

• Terms of references: terms of reference usually outline the purpose of the report, who
it was commissioned by and its submission date. The terms of reference section are
sometimes combined with the introduction depending on personal preferences.

• Introduction: an introduction to a report will normally give a brief background to the

contents of the report to enable its reader to visualize the situation.

• Methodology: this refers to the methods used in research in order to write a report. Eg
observation, questionnaire, interview etc.

• Findings: these are the outcomes of methodology used. The findings are normally
divided between various sections, depending upon on the complexity of the case. It is
important that these sections are clearly defined and accurate as they form the basis
for the remainder of your discussion and your recommendations.

• Conclusion: this section summarizes the main points of the report, giving a brief
overview of what has been discussed.

• Recommendations: the recommendations will offer a solution to any problems which

have a risen within the main body of the findings.

• Recommendations should be realistic and practical.

• Appendix: the appendix usually contains supporting materials which may be referred
to throughout the report.

• Acknowledgement: this section includes references which have been used in

conjunction with the contents of the report. The write appreciates all the personnel
who contributed towards writing of the report.

Types of reports.

• On the basis of legal formalities to be complied with:

• Formal reports.

• Informal reports.

• On the basis of the number of persons entrusted with drafting the report:

• Reports by individuals.
 • Reports by committees and sub- committees.

• Finally, on the basis of the nature of the report:

• Periodic or routine reports.

• Progressive reports.

• Examination reports.

• Recommendation reports.

• Statistical reports.

Topic 12: AGENDA AND MINUTE WRITING

• An agenda is a list of items to be considered, discussed and acted upon in the meeting.

• If the meeting is informal, the agenda could be a simple numbered list of topics in a
memo form addressed to the attendees.

• When writing the agenda, the following factors should be considered:

• The type of the meeting: a formal meeting requires a well typed

agenda which must be circulated in advance so that those who will
be attending prepare their ideas in advance.

• The number of items to be discussed should be numbered in order

in which they will be discussed.

• Items for discussion should be in a statement form rather than just

points or questions so as to be easily understood.

• The agenda should be consistent with the meeting called.

• Example of the written agenda:

Mumias Sugar Company

Internal memo.

To: All the Directors.

From: The Manager

Date; 23/5/2020.
 Subject: DIRECTORS’ MEETING

The next quarterly meeting of the Board of Directors will take place on Monday
3/6/2020 at 5 p.m. in the conference room. Come prepared to discuss the following
agenda:

• Minutes of the last meeting.

• Matters arising from the minutes.

• Financial irregularities in Kisumu branch.

• Reorganization of work in Nakuru branch.

• Any other business.

• Date of the next meeting.

Yours faithfully,

James Kamau.

Manager.

Importance of agenda.

• If it is circulated in advance, it helps the members to come prepared for the

meeting.

• Since agenda has a set order, it helps the chairperson to conduct the meeting
smoothly.

• It ensures that only matters relevant to that particular meeting are discussed.

• It ensures that every point is properly taken up for discussion.

• It facilitates the preparation of the minutes.

MINUTE WRITING

• Minutes are the official record of the proceedings of the meeting.

• They constitute a permanent record of the decisions and actions of a constituted

body and serve as a remainder of the subjects previously discussed.

• They are normally written while the meeting is in the progress.

 • The secretary must make an attempt to listen and write at the same time.

• Minutes are formal records for the sake of future reference.

• Minutes should be written in the correct grammar.

ELEMENTS OF MINUTES

• The heading: minutes have a four-part heading that must have:

• The name of the organization or company that is meeting.

• The date of the meeting.

• The venue of the meeting.

• The time of the meeting.

• The attendance records:

• Members present. (5-7 members)

• Members absent with apology. (1-2 members)

• Members absent. (1-2 members)

• Non-members in attendance. (1-2 members)

• Preliminaries: this is the introduction of the meeting. The chairperson gives his/her
remarks, welcomes the members into the meeting and encourages them to discuss issues
freely.

• Confirmation of the previous minutes: the minutes of the previous meeting are read
through, proposed and confirmed as the true records of the previous meeting.

• Matters arising: these are matters which are brought forward from the previous meeting
which needs to be clarified.

• Actual minutes: in this section, the real issues indicated in the agenda are discussed.

• A. O. B. (Any Other Business): after discussing the issues of the agenda, members can then
discuss any other arising issues that were not part of the agenda.

• Adjournment: usually the meeting is adjourned because the group will meet again. The
adjournment consists of the dates, venue and the time of the next meeting.
 • Example of minute writing:

MINUTES OF BIDII HIGH SCHOOL HELD ON 23/5/2020 AT THE BOARDROOM AT 3:30 P. M

Members present.

• Mr. Bidii Kazini -Principal

• Mrs. Kasupuu - D/ Principal

• Mr. Macho Kalii - H. O. D Sciences

• Miss Karembo Katoto -member

• Mr. Kiboko Mbele: - H. O. D Humanities

• Mrs. Kanono Zana - H. O. D Music

• Mr. Ulimi Tamu - Members

Members absent with apology

• Mr. Chelewa Kazini. H. O. D Languages

• Miss Rebesha Sura member.

Members absent

• Mr. Kalewa Pombe.

Agenda

• Preliminaries

• Confirmation of the previous minutes.

• Matters arising.

• Discipline of students.

• Preparations of examination

• A. O. B.
 • Adjournment.

MIN 01/2020: PRELIMINARIES.

The principal welc0omed all the members in the meeting and encouraged all of them to participate

Actively in the meeting. He asked Miss Karembo Katoto to open the meeting with a word of prayer.

MIN 02/2020: CONFIRMATION OF THE PREVIOUS MINUTES.

The secretary read through the previous minutes. They were proposed by Mr. Ulimi Tamu and

Confirmed by Miss Karembo Katoto to be the true records of the previous meeting.

MIN 03/2020: MATTERS ARISING

Members wanted the Principal to clarify the issues of the exams that were not done last term due to

Pandemic Corona Virus that affected learning in the country. The Principal said that all the exams

That were not done last term would be done in the second week of opening. This will enable learners

To complete term .

MIN 04/2020: DISCIPLINE OF STUDENTS.

The Deputy Principal reported that last term, students were involved in a lot of indiscipline cases

Such as stealing, fighting, use of abusive language and use of illegal drugs. She encouraged all

The teachers to work hand in hand to improve the discipline of students and the discipline of

The entire school.

 MIN 05/2020: PREPARATIONS OF EXAMINATION.

The Principal asked all the teachers to prepare quality exams for the students. The exams

Should be submitted in the office of Academics as soon as possible. The exams should in the

Soft copy.

MIN 06/2020: ANY OTHER BUSINESS

The members suggested that teachers should be very strict when invigilating exams. The Principal

Encouraged all the teachers to be very strict and take serious action to any studet found cheating

In an exam.

MIN07/2020: ADJOURNMENT

There being no other business, the meeting ended at 5:30pm with a word of prayer from

Mr. Kiboko Mbele. The next meeting will be on 15/6/2020 at the place and same time.

CONFIRMATION

PINCIPAL………………………………………………SIGNATURE………………………………………
DATE……………………………………

SECRETARY……………………………………………. SIGNATURE……………………………………..DATE…………………………………….

TOPIC 13: STRESS MANAGEMENT.

• Stress may be defined as a state of imbalance arising due to excessive

psychological and physiological demands on a person.
 •
In general terms, stress means mental, emotional or physical strain or
tension.

• The factors or the conditions that cause stress are known as Stressors.

Organizational stressors

• The organizational stressors are also known as job related stressors. Some
important job related causes of stress are:

• Role conflict: it takes place when different people have different

expectations from a person performing a particular role.

• Role conflict can also occur if the job is not as per the expectations
or when a job demands a certain type of behavior that is against
the person’s moral values.

• Role ambiguity: it occurs when the person does not know what he is
supposed to do on the job. He may not have proper knowledge of the job,
or he may be lacking the skills to perform a particular task.

• Organizational structure: the organizational structure defines the pattern of

relationships in the organization. Stress can take place when the
organizational relationships are poorly defined.

• Working conditions: employees may be subjected to poor working

conditions. The poor working conditions would include poor lighting and
ventilations, unhygienic sanitation facilities, excessive noise and dust etc.

• Rotating shift: stress may occur to those individuals who work in different
shifts.

• Work overload: it means doing too much of work in the allocated time.
When an employee is asked to do many things in very little time, he may
experience stressful situation.

• Work under load: in this case, very little work or too simple work is
expected on the part of the employee.
 • Lack of participation in the decision making: many experienced employees
feel that the management should consult them on matters affecting their
jobs.

• Organizational leadership: employees may not like the leadership style of

their superiors. This may lead to stress to employees.

• Poor performance of the organization: the organization’s performance may

be poor over a period of time. They may feel that they may lose their jobs
which in turn create stress in the minds of employees.

Group stressors

• Lack of group cohesiveness: cohesion refers to the ability of a group to remain

together. Cohesiveness helps to develop team spirit among the members.

• Lack of social support: employees are greatly affected by the support of one or
more members of a cohesive group. By sharing their joy and problems with
other members, they feel stress free.

• Interpersonal and intergroup conflict: interpersonal and intergroup conflict

takes place due to differences in perceptions, attitude, values and beliefs
between two or more individuals or groups.

Individual stressors

• There are certain factors, which are individual in nature that can cause stress. The
individual stressors are as follows:

• Personality: people can be broadly classified as Type A personality and Type B

personality.

Type A personality is more affected by stress due to the following

characteristics:

• He/she does several things at one time.

• He/she feels guilty when relaxing.

• He/she feels impatient with the pace of things, hurries others

and dislikes waiting.

• He /she is a quick decision maker.

• He/she gets irritated at minor mistakes with self and others.

 • They are street smart.

• Always in a hurry.

Type B personality is less affected by stress due to the following characteristics:

• He/she is never in a hurry.

• He/she relaxes without guilty

• He/she does one thing at a time.

• He/she is not impatient with the pace of things.

• He/she is slow in decision making.

• He/she does not get irritated easily.

• He/she is moderately street smart.

• Life changes: the life changes can bring stress to a person. The life changes
may be slow or sudden. The sudden changes are highly stressful.

• Career changes: the career changes can also bring stress to the person. When
a person suddenly switches over a new job with new responsibilities, then the
worker may find it very stressful.

Environmental stressors:

• The environmental stressors are also called extra=organizational stressors. They

include:

• Civic amenities: poor civic amenities in the area in which one lives
can be the cause of stress.

• Tribal conflicts: employees living in areas which is subjected to tribal

conflicts do suffer from stress.

• Technological changes: changes in the technological field can be a

source of stress as employees are under constant stress for the fear
of losing jobs.

Effects / impacts of stress .:

• Physical health: stress can give rise to negative effects like high blood pressure,
ulcers, headache, constipation and skin diseases.
 • Physical health: high levels of stress has an advanced effect on employee’s
attitude and behavior.

The change in employee’s behavior has an advanced effect on his performance.

• Alcoholism: many people resort to alcoholism and drugs to escape from the ill
effects of high level stress.

Management of stress and conflict

• The following are the various strategies or measures to minimize and manage
stress:

• Individual strategies

• Physical exercise: an employee suffering from stress must resort to

physical fitness exercises.

• Meditation: an employee suffering from stress may also resort to

meditation which helps to develop the power of concentration.

• Relaxation training: it is a technique that teaches different methods for

replacing feeling of tension by relaxing or releasing tension.

• Time management: there should be proper time management so as to

avoid work load which reduces stress.

• Social support: emotional support from family members, friends,

supervisors and others is very useful to soften the effects of stress.

• Behavioral self-control: this strategy involves the individual’s attempt to

control the stressful situation instead of allowing the situation to control
him.

• Organizational strategies for managing stress.

• Changes in the organizational structure: it includes steps establishing

proper means of communication, clear cut definition of authority, making
rules that are flexible and resolving the conflict between line and staff
people.

• Decentralization of authority: steps should be taken to delegate authority

at lower levels. this helps to reduce the involvement of seniors and
increase the active participation of subordinates in decision making.

• Working environment: appropriate measures can be taken to provide

suitable working conditions and improve the quality of work life.
 • Changes in the nature of the job: the problem of stress can also be solved
by redesigning the nature of certain jobs.

• Removing sources of frustration: frustration is undesirable both for the

employee as well as the organization. An attempt should be made to
remove barriers and help the employee to reach their goals.

Signs and symptoms of stress.

• Increased irritability or impatience.

• Changes in sleep patterns.

• Lack of energy.

• Boredom.

• Loneliness.

• Difficult in concentration.

• Constipation.

• Health problems.

• Suicidal thoughts.

• Drugs to cope with life.

• Changes in eating habits

Simples ways to reduce stress.

• Change the situation.

• Be organized.

• Have a positive mental attitude.

• Avoid harmful drugs.

• Practice deep breathing.

• Eat healthy and live healthy.

• Laugh out.

• Relax and be calm.

 HUMAN RELATIONS

• What is relationship?

Relationship is a connection between two or more individuals, where they work as complementary or
supplementary to each other in order to enrich the lives of each other.

• Relationship is being with others and sharing some facilities together and at the time contributing
something to each other in such a way that persons are benefitted by that contribution.

Importance of Relationships in our life

a. A healthy relationship gives you inner peace.

b. A healthy relationship brings material prosperity to your life.

c. A healthy relationship gives you good health.

d. A healthy relationship helps you grow materially and spiritually.

e. A healthy relationship gives you peace of mind.

f. A healthy relationship helps you heal all the other relationships.

g. A healthy relationship has no bitterness in and around.

h. A healthy relationship gets social acceptance.

DON'TS OF RELATIONSHIP BUILDING.

a. Don't take anyone for granted.

b. Don't make any illogical demands.

c. Don't look down upon others in any way.

d. Don't take advantage of others.

e. Don't ignore your own weakness.

f. Don't capitalize on your weakness.

g. Don't try to relate to such a person who is totally negative about you.

h. Don't express any opinions or feelings to a person who is jealous, suspicious or negative.

PRINCIPLES OF RELATIONSHIP BUILDING.

a. . A healthy relationship only happens on equality basis.

b. When both the persons benefit, relationship stays.

c. Forced relationship don't last.

d. Minimize forced sharing of things and views in any relationship.

e. When you have to share things, don't expect anything from anyone.

f. Always have other options open in any relationship.

g. Never force relations on yourself or on others.

h. When you give selflessly, relationship becomes warmer.

i. Expectations weakens the relationship.

j. Pure relationships are always based on mutual respect.

RELATIONSHIP WITH ONESELF

• To have a good relation with others, one must have a good and a healthy relationship with onself.

• To relate with oneself, one must know oneself thoroughly.

• One has to know and admit their own good and bad qualities, strengths and weaknesses.

PRINCIPLES OF GOOD RELATIONSHIP WITH ONESELF

a. Accept yourself as you are.

b. Own yourself as you are.

c. Love yourself as you are.

d. Have compassion for yourself.

e. Forgive yourself for your mistakes.

f. Never punish yourself.

g. Never reject yourself.

h. Never hate yourself.

Relationship with the Society.

 The man is a social animal.

 Without society, his existence is meaningless.

Principles for good relationship with the society

a. Respect the opinion of others and follow your inner voice.
b. Know that the society can help you if you help yourself.
c. Your social image is created by your deeds not by your words.
d. Society respect only a successful person.
 Professional Relationships.
 Work may be defined as what a person does for his/her livelihood.
 Professional relationship refers to good relationship with your seniors, your job security, juniors and
your fellow colleagues.

Relationship with your boss

 The boss is the person who holds your future at work if you are an employee.
 If you spoil your relationships with your boss, your job will have an advance effect and you may end up
losing your job.

Principles of good relationship with the boss

a. Know that the boss is always right.
b. Never confront your boss.
c. Never show your superiority in front of your boss.
d. Never highlight the mistakes of the boss in front of other staff.
e. Follow the instructions of the boss as accurately as possible.
f. Study good qualities of your boss and try to follow them as much as possible.
g. Be sweet to your boss but not submissive.
h. If you find that your boss is asking you to do something that you feel is wrong, put your views across
politely and sweetly refuse to do it.

Relationship with your juniors

 The juniors and subordinates are the persons who work and treats you as their boss.

Principles for good relationship with juniors.

a. Never be aggressive to your juniors and assistants.
b. Respect the juniors but not too friendly and close to them.
c. Be democratic but still keep the juniors at their place.
d. Never show the faulty of your juniors in front of the rest of the staff.
e. Be very clear in expressing your expectations.
f. Be very disciplined and expect discipline from your juniors.

Relationship with your colleagues.

 Colleagues are persons who work at the same level with you in your organizations.
 While dealing with the colleagues, there are no levels to be maintained.

Principles for good relationship with colleagues

a. Never leave any chance to help your colleagues
b. Never expect any favor from your colleagues.
c. Never disclose professional secrets to your colleagues.
d. Never treat your colleagues as the best friends.
e. Never show the mistakes of your colleagues in a humiliating way and in front of others.
f. Never show your superiority before your colleagues.
g. Never be submissive to your colleagues.
h. Always maintain an equal level with the colleagues.
 Relationship with your clients
 The relationship with clients is as good as a working relationship, therefore, one should not
take it for close as family.
 Your clients, patients, business associates, customers, sellers, buyers, distributors are on whom
your business depends.
Principles of good relationship with the clients.

I. Don’t open all your cards in front of the client or else you will end up losing in business.
II. Be friendly with the client but do not be a friend of the client.
III. Be sweet to the client but do not let him take advantage of your sweetness.
IV. Do not interfere into the problems of the client but do not even be ignorant about them.
V. If you dislike some act of the client, do not be abusive, be assertive.
VI. Be sweet, be helpful but never lose your real professional nature while dealing with the
client.
VII. Know the need of the client and work exactly to take care of it.
VIII. Have a total professional attitude with the clients.

Improvement In Human Relations

I. Creation of congenial work environment and pleasing surrounding.
II. Provide abundant opportunities for personal advancement through promotions and
growth in abilities through training and development programs.
III. Give personal attention to the problems of your subordinates.
IV. Give opportunities to the employees to realize their needs for status, position, prestige in
order to satisfy their ego needs.
V. Launch a well-planned communication system in order to make the employees aware of
the changes in technology, structure and environment and get reaction from employees.
VI. Create a democratic and permissive climate in the organization.
VII. Provide an enlightened leadership and set examples of your own actions and do not
preach.