Communication skills notes pdf

Communication skills notes outline and the notes in pdf highlighted here. Communication skills unit is examinable by Kenya national examination council KNEC and is mainly taught in various courses highlighted below;

  • Diploma in sales and marketing
  • Diploma in human resource management
  • Diploma in tourism management
  • Diploma in tour guiding management
  • Diploma in information communication technology
  • Diploma in petroleum management

COMMUNICATION SKILLLS UNIT: In this Communication Skills unit Training, trainees learn how to achieve results in their communications with others and build collaborative relationships that emphasize trust and respect. Trainees will learn to handle situations based on a flexible, genuine and self-confident approach.


  1. Introduction to communication
  2. Communication process
  3. Classification of communication
  4. Forms of communication
  5. Channels of communication
  6. Official etiquette, protocol and diplomacy
  7. Writing skills
  8. Report writing skills
  9. Conducting meetings and minute writing
  10. Interviews
  11. Public relations and customer care
  12. Emerging issues in communication

Introduction to communication

This topic trainees will be able to learn; Communication skills which are those skills which are needed to speak and write properly. A person who is able to speak appropriately whilst maintaining eye contact with the audience, uses varied vocabulary and articulate speech to suit the need of the audience is generally said to be an effective speaker. Communication skills are abilities you use when giving and receiving different kinds of information. Communication skills involve listening, speaking, observing and empathizing

Communication process

This topic trainees will be able to learn; The communication process which has five steps: idea formation, encoding, channel selection, decoding and feedback. Anything that interferes with clear communication is called noise. Noise can interfere with each step of the communication process.

The communication process?

  1. The sender develops an idea to be sent.
  2. The sender encodes the message.
  3. The sender selects the channel of communication that will be used.
  4. The message travels over the channel of communication.
  5. The message is received by the receiver.
  6. The receiver decodes the message.

Classification of communication

This topic trainees will be able to learn; Classification of Communication which can be categorized into three basic types: (1) verbal communication, in which you listen to a person to understand their meaning; (2) written communication, in which you read their meaning; and (3) nonverbal communication, in which you observe a person and infer meaning.

Forms of communication

This topic trainees will be able to learn; The forms of communication which entails,

Types of Communication/ Forms of communication

  • Formal Communication.
  • Informal Communication.
  • Downward Communication.
  • Upward Communication.
  • Horizontal Communication.
  • Diagonal Communication.
  • Non Verbal Communication.
  • Verbal Communication.

Channels of communication

This topic trainees will be able to learn; the channels of communications available. Types of communication channels exist as listed below:

  • Face-to-face conversations.
  • Videoconferencing.
  • Audio conferencing.
  • Emails.
  • Written letters and memos.
  • Chats and messaging.
  • Blogs.
  • Formal written documents.

Official etiquette, protocol and diplomacy

This topic trainees will be able to learn; Diplomatic Etiquette and Protocol which is about following correct procedures. It is the art of ensuring that official and unofficial occasions, visits, meetings and functions are planned and conducted in accordance with a set of rules that are formally, socially and culturally accepted and expected by the parties involved

Writing skills

This topic trainees will be able to learn; Some of the best writing skills which include:

  • Research.
  • Outlining.
  • Editing.
  • Reading comprehension.
  • Time management.

Report writing skills

This topic trainees will be able to learn; The key elements of a report writing skills which entails;

  • Title page.
  • Table of contents.
  • Executive summary.
  • Introduction.
  • Discussion.
  • Conclusion.
  • Recommendations.
  • References.

Public relations and customer care

This topic trainees will be able to learn; Customer care which is therefore the provision of services to customers during and after a visit or purchase whereas public relations is the creation,, distribution and dissemination of messaging and communication for the purpose of fostering positive awareness.

Emerging issues in communication

This topic trainees will be able to learn; emerging issues in communication which include : Artificial intelligence (AI) is going stronger than ever before and currently leads the communication trends list. In 2020, a growing number of companies will use this technology to empower customer service agents.


COMMUNICATION SKILLS: Many students sitting for KNEC exams have found themselves on a difficult situation on How to pass this unit and avoid fails and referred results. Its easy the simple steps to follow include;

  • Reviewing previous KNEC past papers available for this unit
  • Focus on your weak topics during revision
  • Involve your Friends, Experts or tutors
  • Good timely preparation
  • Attempt all KNEC questions provided for this unit

Our comprehensive COMMUNICATION SKILLS Notes in (PDF) format covers all the examinable topics with a definitive outline to enable easy understanding and guarantee flexibility in tackling the KNEC questions. HERE  You can request access to these and other notes from this PAGE

KNEC grading system for colleges and TVETs exams



We are a group of graduates from Kenya school of TVET which is tasked with Training of Technical Trainers to teach in secondary schools and tertiary institutions, Implementation of various syllabi under TVET Programs in collaboration with stakeholders. Development of relevant syllabi for technical training in collaboration with stakeholders.

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