Communication Skills and Records Management KASNEB Notes

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KASNEB CS Foundation Level Notes


This paper is intended to equip the candidate with the knowledge, skills and attitude that will enable him/her to communicate clearly and concisely with the Board, Chief Executive and staff in both verbal and written forms including through digital technology and maintain records and confidentiality of information.


A candidate who passes this paper should be able to:

  • Communicate effectively in an organisation
  • Develop strategies for effective communication and presentation in an organisation
  • Maintain and manage records effectively
  • Develop a disaster recovery plan
  • Observe ethics in record management


Introduction to communication

  • Meaning of communication
  • Role of communication in an organisation
  • Elements of communication
  • The communication process
  • Principles of effective communication
  • Essential of an effective communication system
  • Barriers to effective communication

Types of communication

  • Formal and informal communication
  • Flow of communication in an organisation
  • Grapevine communication
  • Internal and external communication
  • Interpersonal and intrapersonal communication
  • Cross-cultural communication

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Written communication and visual communication

  • Sentence construction and paragraph development
  • Business letters
  • Memorandum
  • Posters and notices
  • Forms and questionnaires
  • Circulars and newsletters
  • Advertisements and publicity materials
  • Documents used in business transactions – letter of enquiry, catalogue, quotation, purchase order, invoice, credit note, debit note, others
  • Job application cover letter, curriculum vitae and resume
  • E-mails
  • Visual communication – graphs/charts/tables/diagrams/pictures

Oral communication and non-verbal communication

  • Meaning of oral communication
  • Importance of oral communication
  • Means of oral communication-face to face and telephone conversations
  • Effective listening – the listening process, principles of effective listening, listening techniques, barriers to effective listening
  • Interviews – types, purpose, preparation and conduct of interviews,
  • Persuasive communication – meaning, objectives, creating persuasive messages, approaches to persuasion
  • Assertive communication
  • Meaning and importance of non-verbal communication
  • Forms of non-verbal communication
  • Effective use of non-verbal communication
  • Barriers to effective non-verbal communication`

Records management systems

  • Definition of records management system
  • Importance of an effective records management system
  • Classification of records and indexing
  • Features of an effective records management system
  • Principles of effective records management systems
  • Records management process
  • Postal and courier services

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Records lifecycle

  • Records creation
  • Records distribution
  • Active storage
  • Records retention
  • Disposal of records
  • Archival of records
  • Electronic records management systems
  • Maintaining security and confidentiality of records
  • Disaster management system and recovery procedure

Public speaking and presentation

  • Effective presentation skills
  • Audience analysis
  • Selecting and researching the topic
  • Preparation and organisation of an effective presentation
  • Structure of presentation
  • Presentation aids
  • Public speeches – structure and delivery of public speeches

Group and team communication

  • Group communication networks
  • Team communication
  • Managing team communication- Resolving conflicts and disagreements
  • Communicating in virtual groups and teams-group e-mails, WhatsApp groups, social media, corporate blogs, online surveys
  • Meetings and minutes writing
  • Conferences and symposia
  • Use of virtual meetings platforms; Google Meet, Zoom and MS Teams

Report and Proposal Writing

  • Types and purpose of reports
  • Structure and content of reports
  • Types and uses of reports
  • Structure and content of proposals
  • Writing of formal reports and proposals

Information technology and communication

  • Role and impact of technology in communication
  • Communication networks- internet, intranet and extranet
  • Teleconferencing and video conferencing
  • Webinars
  • Wireless technology
  • Online surveys

Ethics in communication

  • Role of ethical communication in an organisation
  • Principles of ethical communication
  • Ethical issues in communication
  • Enhancing ethical communication in an organisation
  • Factors influencing ethical communication
  • Ethical dilemmas in communication
  • Handling ethical dilemmas in communication
  • Ethics relating to virtue meetings

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