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• Module overview
• 1.Introduction to communication
  • 1.1 Overview of communication
  • 1.2 Forms & types of communication
  • 1.3 Communication models and theories
    • 1.3.1 The transmission model
    • 1.3.2 The process models
    • 1.3.3 More recent models and theories
  • 1.4 The role of perception in the communication process
  • 1.5 Communication barriers
  • 1.6 Communication in the workplace

• 2. Written communication: Business writing

  • 2.1 Overview of written communication
  • 2.2 Planning
  • 2.3 The components of a plain english writing style
    • 2.3.1 Language
    • 2.3.2 Sentence structure
    • 2.3.3 Paragraph structure
    • 2.3.4 Rhythm
  • 2.4 Evaluating your writing
  • 2.5 Letters, memoranda and reports
    • 2.5.1 Letters
    • 2.5.2 Memoranda
    • 2.5.3 Reports
  • 2.6 Applying written communication to business writing
    • 2.6.1 Good news letter/memo - eg granting a request
    • 2.6.2 Bad news letters/memos - eg declining a credit application
    • 2.6.3 Structure for persuasive messages eg sales letters
    • 2.6.4 Online writing

• 3. Written communication: research and academic writing

  • 3.1 Overview of academic writing
    • 3.1.1 The research process
    • 3.1.2 Notations
    • 3.1.3 Strategies for sorting information
  • 3.2 Clear and logical thinking in academic writing
  • 3.3 Structure and content of academic writing
  • 3.4 Writing techniques

• 4. Intercultural communication

  • 4.1 Overview of culture
  • 4.2 Intercultural, cross-cultural and intracultural communication
  • 4.3 Enculturation, acculturation, ethnocentrism and cultural relativism
  • 4.4 Globalisation and intercultural business communication
  • 4.5 Cultural variables
  • 4.6 Barriers to effective intercultural communication
  • 4.7 Intercultural communication competence

• 5. Interpersonal communication

  • 5.1 Overview of interpersonal communication
  • 5.2 Creating a positive communication climate
    • 5.2.1 Empathy
    • 5.2.2 Judgmental behaviour and stereotyping
    • 5.2.3 Self disclosure
    • 5.2.4 Interpersonal effectiveness
  • 5.3 Self-concept
    • 5.3.1 Developing a positive self-concept
  • 5.4 Techniques for effective communication
    • 5.4.1 Assertive behaviour
    • 5.4.2 'I' Statements
    • 5.4.3 Feedback
    • 5.4.4 Feedfoward
    • 5.4.5 Networking
    • 5.4.6 Delegating

• 6. Non-verbal communication

  • 6.1 Overview of non-verbal communication
  • 6.2 Types of non-verbal communication
  • 6.3 Aspects of non-verbal behaviour
    • 6.3.1 Kinesics
    • 6.3.2 Touch
    • 6.3.3 Paralanguage
    • 6.3.4 Proxemics
    • 6.3.5 Time
    • 6.3.6 Type
  • 6.4 The role of non-verbal communication
  • 6.5 Conflict between verbal and non-verbal

• 7. Listening

  • 7.1 Overview of listening
  • 7.2 The listening process
  • 7.3 Approaches to listening
    • 7.3.1 Active listening
    • 7.3.2 Informational listening
    • 7.3.3 Evaluative listening
    • 7.3.4 Conversational listening
  • 7.4 Barriers to listening
    • 7.4.1 Becoming an effective listener

• 8. Public presentations and visual aids

  • 8.1 Overview of public presentations
  • 8.2 Planning and delivering the presentation
    • 8.2.1 Planning
    • 8.2.2 Delivery
  • 8.3 Visual aids and technology in presentations
    • 8.3.1 Selecting the right visual aid
    • 8.3.2 Types of visual aids
    • 8.3.3 Modes of delivery

• 9. Conflict and negotiation skills

  • 9.1 Overview of conflict: types, approaches and levels
  • 9.2 Types of conflict
  • 9.3 How to deal with conflict
  • 9.4 The twelve skills of conflict resolution
  • 9.5 Overview of negotiation
  • 9.6 Negotiation styles and strategies
  • 9.7 Personal styles in negotiation
  • 9.8 Principled negotiation

• 10. Organisational communication

  • 10.1 Overview of organisational communication
  • 10.2 Formal communication channels and networks
    • 10.2.1 Formal communication: problems and solutions
  • 10.3 Informal communication
  • 10.4 Improving organisational communication
  • 10.5 Meetings
    • 10.5.1 The purpose of a meeting
    • 10.5.2 The stages of a meeting
    • 10.5.3 Communication skill for effective meetings
  • 10.6 Interviews
    • 10.6.1 The purposes of an interview
    • 10.6.1 The purposes of an interview

• 11. Groups and teams in organisations

  • 11.1 Overview of groups and teams
  • 11.2 The nature of groups
  • 11.3 Group development
  • 11.4 The advantages and disadvantages of groups
  • 11.5 Improving group performance
  • 11.6 Decision making in groups
  • 11.7 Communication in groups

• 12. Customer service and public relations

  • 12.1 Overview of customer service
  • 12.2 Developing a working relationship with clients
  • 12.3 Customer relations and communication skills
    • 12.3.1 Communication barriers in customer relations
    • 12.3.2 Your role in customer relations
  • 12.4 Handling difficult situations
  • 12.5 Public Relations

10.6 Interviews

There are many types of interviews that take place in the work environment. For example, interviews may be used to recruit, counsel or reprimand a worker or to gain information. As with other types of formal communication in an organisation , the key to a successful interview is planning. Poorly planned interviews can waste time and result in poor decisions.

An interview is an interaction between two parties where they exchange information and accomplish a predetermined purpose (Rasberry & Lemoine 1986, p.298). It is the responsibility of the interviewer to ensure that the purpose is achieved. You should ensure that there is only one purpose for the interview and that this purpose is known and understood by the interviewee. You must be well prepared by, for example, structuring questions well, organising an appropriate environment and understanding your legal and ethical responsibilities. You should also prepare suitable recording documentation to ensure you focus on the most important information in an interview and that you appropriately follow through with the results of the interview.

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