Introduction to Communication Skills


This introductory level programme in Communication Skills aims to explore human behaviour and to find ways in which we can be more effective in our dealings with others. It is aimed at staff who perform non-managerial tasks at work and who often lack the confidence or experience to deal with their colleagues and managers effectively.


It covers improving listening skills, answering the telephone and taking a good message, checking instructions for understanding, creating daily goodwill in the office, and increasing self confidence so that you can interact effectively with others.  


This Introduction to Communication Skills programme is targeted at an elementary level and will give delegates a basic introduction to what communication is, and how important it is to understand the principles of interpersonal reactions and relationships in the work place. It offers practical skills to improve communication with colleagues and clients.  


Specific Outcomes Covered


  • To understand the role of communication in the organisation.

  • To improve listening skills to ensure clarity of understanding and interpretation of information/instruction.

  • To improve self image and stress the importance of having a good attitude.

  • To become more confident and assertive in dealing with colleagues and clients. 

  • To be able to answer the telephone effectively and create good first impression.

  • To take an effective message on the telephone.

  • To make the most of the welcome process in the work environment.

  • To understand the importance of using people's names correctly as a sign of respect.

  • To use specific verbal techniques to check for understanding and minimise conflict at work.

  • To understand the importance of body language in the work place.

  • To ensure that one is using positive body language.

  • To understand the non-verbal signals sent to us by others.

  • To apply practical skills to maximise daily goodwill in the office.




NQF Level




Applicable Unit Standard


Behave in a professional manner in a business environment (14359 US. No.)


Credits Awarded






Two days


Target Audience


This introductory communicative programme is aimed at all employees in non-managerial positions, who are interested in developing professional behaviour to improve their interaction with internal and external customers.


Training Medium

Interactive outcome based workshop, including a Living Dynamics learner workbook, practical exercises. Powerpoint slides and various games, role-plays and communicative activities.