Secretarial and Office

Administration

LEVEL – III
Based on November 2023, Curriculum

Module Title: Communicate Effectively Using

English Language
Module code: LSA SOA3 05 1123
Nominal duration: 30 hours
Prepared by: Ministry of Labor and Skill

November, 2023
Addis Ababa, Ethiopia
Acknowledgement
The Ministry of Labor and skill wishes to thank and appreciate to MoLS leaders and
experts, Regional Labor and skill/training Bureaus leader, experts, TVT College Deans,
Instructors who contribute their time and professional experience to the development of this
Training material for Secretarial and Office Administration Level III.

I Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Acronym
TTLM -Teaching, Training and Learning Materials
TVET- Technical and Vocational Training
Mols- Ministry of labor and Skills

II Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Table of Contents
Acknowledgement .................................................................................................................... I
Acronym .................................................................................................................................. II
Table of Contents .................................................................................................................. III
Introduction ..............................................................................................................................1
Module Units ............................................................................................................................ 1
Learning objectives of the Module ......................................................................................... 1
Module Learning Instructions: ...............................................................................................1
Unit One: Communicate Workplace Information ................................................................2
1.1. Concept of communication ....................................................................................... 2
1.2. Communication Method ............................................................................................4
1.3. Communicate Multiple information ..........................................................................5
1.4. Use questions to gain extra information ....................................................................6
1.5. Source of information ................................................................................................7
1.6. Select and organize information ................................................................................7
1.7. Verbal and Written reporting .................................................................................... 8
1.8. Communication Skills ............................................................................................... 9
Self-Check – 1 .........................................................................................................................12
Unit Two: Communication Process ......................................................................................14
2.1. Communication pathways ....................................................................................... 14
2.2. Elements of communication ....................................................................................16
2.3. Barriers to communications .................................................................................... 18
Self-Check – 2 .........................................................................................................................22
Unit Three: Communicate Actively ..................................................................................... 23
3.1. Communicate with English Language Proficiency .................................................23
3.2. Active Listening Techniques ...................................................................................28
3.3. Verbal communication into written and/or electronic communication ...................29
Self-Check – 3 .........................................................................................................................30
Unit Four: Identify and Use Paralanguage ......................................................................... 31
4.1. Voice and Accent .................................................................................................... 31
4.2. Vocal Techniques ....................................................................................................32
4.3. Conversational Cues ................................................................................................34
4.4. Paralinguistic Cues ..................................................................................................35

III Ministry of Labor and Skill Communicate Effectively Using English Version -1
Language November , 2023
Self-Check – 4 .........................................................................................................................39
Unit Five: Lead Workplace Discussion ................................................................................41
5.1. Seek and Provide Response to workplace issues .................................................... 41
5.2. Constructive contributions ...................................................................................... 44
5.3. Communicate Goals/objectives ...............................................................................45
5.4. Undertake action plan ..............................................................................................46
Self-Check – 5 .........................................................................................................................49
Reference ................................................................................................................................ 51
Developers’ profile ................................................................................................................. 52

IV Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Introduction
This module is prepared as a teaching and learning material of Communicate Effectively
Using English Language Level III. The purpose of this module is to provide you with an
overview of the key considerations and best practices involved in communicating effectively
using English language. The module has five units with sub-contents that help to equip
trainees with the necessary knowledge, skills and attitudes to accomplish the given duties
pertaining to activities of communicating effectively using English language. At the end of
this module, you will have a solid understanding of the principles and techniques involved in
communicating effectively using English language..
Module Units
 Communicate workplace information
 Analyze communication process
 Communicate actively
 Identify and use paralanguage
 Lead workplace discussion
Learning objectives of the Module
At the end of this session, the trainees will able to:
 Communicate workplace information
 Analyze communication process
 Communicate actively
 Identify and use paralanguage
 Lead workplace discussion
Module Learning Instructions:
1. Read the specific objectives of the module.
2. Follow the instructions described below.
3. Read the information written in the Information Sheets. Try to understand what are
being discussed and ask your trainer for assistance if you have hard time
understanding them.
4. Accomplish the Self-checks
5. Perform Operation Sheets
6. Perform LAP tests

1 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Unit One: Communicate Workplace Information
This unit is developed to provide the trainees the necessary information regarding the following
content coverage and topics:
 Concept of communication
 Communication method
 Communicate multiple information
 Use questions
 Source of information
 Select and organize information
 Verbal and written reporting
 Communication skills
This unit will also assist you to attain the learning outcomes stated in the cover page. Specifically,
upon completion of this learning guide, you will be able to:
 Understand concept of communication
 Select communication method
 Communicate multiple information accordingly
 Use questions to gain extra information
 Identify correct source of information
 Select and organize information correctly
 Undertake verbal and written reporting
 Maintain communication skills

1.1. Concept of communication

Effective English communication is essential in today's globalized world. It enables
individuals to express their thoughts, ideas, and emotions clearly and confidently in English
language. Every day, organizations are exposed to an abundance of information they must
manage, such as letters, emails, minutes of meetings, reports, journals, promotional material,
newsletters, raw data, contracts, financial documents, customer and staff details, and
operational plans.

According to W. H. Newman and C. F. Summer, “Communication is an exchange of facts,

ideas, opinions or emotions by two or more persons.” Communication is the blend of two

2 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
words: communication and pathways. The word “Communication” has come from the Latin
word “communis”, which means common. Thus, communication signifies sharing of ideas in
common.

Communication serves as a fundamental aspect of human interaction, enabling individuals to

express themselves, exchange knowledge, collaborate, build relationships, and influence
others. It plays a vital role in personal, social, professional, and organizational contexts.

Communication refers to the process of sharing information, ideas, thoughts, or emotions

between individuals or groups. It involves the transmission, reception, and understanding of
messages through various channels, such as spoken or written language, body language,
gestures, facial expressions, or technological mediums.
Communication is the process of transmitting and exchanging information, ideas, thoughts, or
emotions between individuals or groups through various channels and mediums.

Organizational communication refers to the flow of information, messages, and meaning

within an organization. It encompasses both formal and informal channels of communication,
involving interactions between individuals, teams, departments, and hierarchical levels.

Effective organizational communication plays a vital role in facilitating coordination,

decision-making, problem-solving, and creating a shared organizational culture. It supports
organizational goals, enhances employee engagement, and contributes to overall
organizational success.

Importance of communication
Communication plays a vital role in the success and functioning of organizations. The
following are importance of communication.
 Communication is crucial for promoting collaboration and teamwork within
organizations. It facilitates the sharing of information, ideas, and feedback among
team members, leading to enhanced coordination and productivity.
 Effective internal communication ensures that employees have a clear understanding
of organizational goals, strategies, policies, and procedures. It helps align individual
efforts with organizational objectives and fosters a sense of shared purpose.
 Communication that encourages open dialogue and active listening can enhance
employee engagement and morale. When employees feel heard and valued, it can

3 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 positively impact their job satisfaction, motivation, and commitment to the
organization.
 Communication is crucial during times of organizational change. It helps manage
resistance, clarify expectations, and address concerns. Transparent and timely
communication fosters a sense of trust and reduces uncertainty among employees.
 Communication with external stakeholders, such as customers, suppliers, investors,
and the public, is essential for building and maintaining positive relationships.
Effective external communication promotes brand reputation, customer satisfaction,
and stakeholder trust.
 During crises or challenging situations, effective communication is crucial for
managing the impact and maintaining stakeholder confidence. Clear, timely, and
transparent communication helps mitigate risks, address concerns, and protect the
organization's reputation.

1.2. Communication Method

Effective communication in the workplace plays an important role in every organization. It
can help to eliminate misunderstandings, and helps facilitate the flow of information.
Effective workplace communication ensures organizational objectives are achieved, it
increases productivity and efficiency. Ineffective workplace communication leads to
communication gaps between employees, which causes confusion, wastes time, and reduces
productivity. Misunderstandings that cause friction between people can be avoided by
communicating effectively.

Workplace communication is the process of exchanging information, both verbal and non-
verbal, within an organization. There are many means of communication. To be an effective
and valuable member of your workplace, it is important that you become skilled in all the
different methods of communication that are appropriate.
There are four methods of communication in the organization. They are:
a) Verbal communication
b) Written communication
c) Graphic communication
d) Non-verbal communication

4 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 a) Verbal Communication
Verbal communication in the workplace mainly involves the direct exchange of information, ideas, or
instructions via spoken words. This type of communication can occur in various settings, such as
during one-on-one conversations (face to face and/or telephone), two way radio conversation, group
discussions, team meetings, presentations, or even casual chats at the water cooler.
b) Written Communication
Written communication refers to exchanging messages or information through a written
format. This can include letters, memos, reports, and notices, as well as digital methods like
emails, text messages, and posts on social media or company intranets.
c) Graphic Communication
Graphic communication encompasses any form that uses visual elements to convey a
message. This includes diagrams, graphs, charts, infographics, symbols, maps, and
photographs. This also includes videos, animations, and presentations in the digital age. In
the workplace, graphic communication can be used in various contexts, such as safety signs,
instructions, product descriptions, presentations, and more.
d) Non-Verbal Communication
Non-verbal communication refers to body language, facial expressions, eye contact, posture,
and other physical gestures that can deliver messages without using words. Communication
takes place non-verbally through:
 Body language, E.g. Gestures, postures, body movements, etc.
 Paralanguage, E.g. Pitch variation, tone, speaking speed, word stress, etc.
 Sign language E.g. Hand movement, facial expressions, etc.
 Time language E.g. time used to communicate our message.
 Space language, E.g. Space maintained between the parties to communication,
during the conversation.

1.3. Communicate Multiple information

Communication in the workplace refers to communication you do at work about work.
Knowing when and how to effectively communicate at work can help you reduce
miscommunication, increase team happiness, bolster collaboration, and foster trust.

Workplace communication is any type of communication you do at work about work. This
includes things like communicating about individual tasks, sharing project status updates, or
giving feedback to managers or employees. Knowing how to communicate in the workplace

5 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
is a key part of effective collaboration. Workplace communication can happen face-to-face,
in writing, over a video conferencing platform, or in a group meeting.

Communicate multiple information’s within organizations requires careful planning and

effective strategies to ensure that information flows smoothly and reaches the relevant
stakeholders.
Some examples of workplace communication include: team meeting, email communication,
presentation, one to one conversation, virtual communication etc...

The benefits of open workplace communication: Clear, effective workplace

communication can:
 Boost employee engagement and belonging
 Encourage team buy-in
 Increase productivity
 Build a healthy workplace and organizational culture
 Reduce conflict
 Increase retention

1.4. Use questions to gain extra information

Certainly! Asking questions is an effective way to gather additional information and clarify
any uncertainties. Here are some example questions you can use to gain extra information in
a communication:
 Can you provide more details about [specific topic]?
 What are the key factors/elements/components involved in [subject]?
 Could you explain the process/steps involved in [action]?
 What are the main objectives/goals of [project/plan]?
 Who are the key stakeholders/individuals involved in [situation]?
 Can you provide examples/illustrations to further explain [concept]?
 How does [idea/process] impact [specific outcome]?
 What are the potential challenges/obstacles we might encounter in [task/project]?
 Are there any specific requirements or guidelines we need to follow?
 Can you share any relevant data/statistics that support [statement]?
Remember to actively listen to the response and ask follow-up questions if necessary. By
asking thoughtful and specific questions, you can gather the information you need to better
understand a topic or situation.

6 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
1.5. Source of information
Information is processed data. An information source is where you got your information from;
this can be individuals, a book or a Website. Information sources are the various means by
which information is recorded for use by an individual or an organization. It is the means by
which a person is informed about something or knowledge is availed to someone, a group of
people or an organization. Information sources can be observations, people, speeches,
documents, pictures, organizations. Information sources can be in print, non-print and
electronic media or format.
The two types of information sources are:
 Primary
 Secondary
1. Primary sources: are first-hand observations or experiences of an event. They can
also be the original sources of information before they have been analyzed, such as
statistical data sets. Examples of primary sources include:
 Eyewitness reports (interviews, photographs)
 Individuals, groups, community
 Speeches, diaries, Empirical research
 Original documents, historical newspaper articles
 Literary works (novels, plays, poems), artworks
 Tweets
2. Secondary Sources: are created after an event occurred and offer a review or an
analysis of the event; they provide an interpretation of the primary source or data
without offering new data. Examples of secondary sources would be:
 Biographies, nonfiction books
 Editorials
 Literary criticism and reviews
 Periodicals (such as scholarly journals, magazines, or newspapers)

1.6. Select and organize information

Effective communication is crucial in various aspects of life, including personal relationships,
professional settings, social interactions and organizational setting. Every day, organizations
are exposed to an abundance of information they must manage, such as letters, emails,

7 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
minutes of meetings, reports, journals, promotional material, newsletters, raw data, contracts,
financial documents, customer and staff details, and operational plans. If this mass
of information is to be used to benefit the organization, collecting, analyzing, storing and
retrieving information must be managed efficiently through systems and processes.

1.7. Verbal and Written reporting

Verbal and written reporting are essential components of effective business communication.
They allow individuals to convey information, present findings, and make recommendations
in professional settings. Oral communication is the way of passing on messages or reports
from the dispatcher to the receiver with the help of word of mouth. In contrast, written
communication is communicating messages or information to the writer and receiver through
a printed form. Oral communication is an informal way, whereas written communication is
often in a formal way. Oral communication doesn’t cost much, while written communication
is expensive.

Table 1:1 Comparison of oral and written communication

Basis for Oral Communication Written Communication
Communication
Literacy Not required at all Necessary for communication.
Transmission of Speedy Slow
message
Verification It is very difficult or almost Proper records of communication
impossible to verify the sent are present. Here, one can verify
message messages.
Feedback Immediate feedback can be Feedback takes time
given
Revision before Not possible Slow
delivering the
message?
Receipt of Yes No
nonverbal cues
Probability of Very high Quiet less
misunderstandin
g

8 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Reliability Not much more reliable It is a very much reliable means of
communication
Flexibility It is more flexible It is less flexible
Examples Face-to-face conversation, Text messages, letters, journals, e-
mail etc.
telephone conversation, speech,
webinars, meetings etc.

1.8. Communication Skills

Communication skills are abilities you use when giving and receiving different kinds of
information. While these skills may be a regular part of your day-to-day work life,
communicating in a clear, effective and efficient way is an extremely critical and useful skill.
Communication skills involve listening, speaking, observing and empathizing. It's also
helpful to understand the differences in how to communicate through face-to-face interactions,
phone conversations and digital communications, like email and social media.
Successful communication helps us better understand people and situations. It helps us
overcome diversities, build trust and respect, and create conditions for sharing creative ideas
and solving problems.
Here communication skills that you are expected to apply in your workplace.
1. Active listening: Sometimes called appreciative listening or mindful listening, means
paying close attention to who you're communicating with by engaging with them,
asking questions and rephrasing. Practicing active listening can build respect with
your colleagues and increase understanding in the workplace. As you actively listen,
focus on the speaker and avoid distractions like cell phones and laptops.
2. Using the right communication method: Communicating through emails, letters,
phone calls, in-person meetings or instant messages. Communicating is better when
you consider your audience, what information you want to share and the best way to
share it.
3. Friendliness: Friendly traits like honesty and kindness can help foster trust and
understanding when communicating at work. Try to communicate with a positive
attitude, keep an open mind and ask questions to help you understand where they're
coming from. Small gestures such as asking someone how they're doing, smiling as
they speak or offering praise for work well done can help you foster productive
relationships with colleagues and managers.

9 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 4. Confidence: In the workplace, people are more likely to respond to ideas that are
presented with confidence. There are many ways to appear confident, including by
making eye contact when you are addressing someone, sitting up straight with your
shoulders open and preparing ahead of time so your thoughts are clear and you are
able to answer any questions. Confident communication is useful not just on the job
but also during the job interview process.
5. Sharing feedback: The key to effective feedback is sharing specific examples of the
issue and the consequences and asking questions to formulate solutions to the issues.
Strong communicators can accept constructive feedback and provide constructive
input to others. Feedback can answer questions, provide solutions or help strengthen
the topic at hand. Providing and accepting feedback is an essential workplace skill, as
it can help both you and the people around you make meaningful improvements to
their work and their professional development.
6. Volume and tone: When you are speaking, be clear and audible. Adjusting your
speaking voice so others can hear you in a variety of settings. It is a skill, and critical
to communicating effectively. Speaking too loudly may be disrespectful or awkward
in certain settings.
7. Empathy: Having empathy means that you cannot only understand but also share in
the emotions of others. This communication skill is important in both team and one-
on-one settings. In both cases, you attempt to effectively read and translate other
people's emotions and select an appropriate response.
8. Respect: In a team or group setting, allowing others to speak without interruption is
seen as a necessary communication skill tied to respectfulness. Respectfully
communicating also means using your time with someone else wisely staying on topic,
asking clear questions and responding fully to any questions they've asked you.
9. Nonverbal cues: Some amount of communication happens through nonverbal cues
such as body language, facial expressions and eye contact. It's essential to not judge
others based on their body language, as not all people display the same physical
gestures due to cultural or ability differences.
10. Responsiveness: Whether you're returning a phone call or sending a reply to an email,
employers often view fast communicators as more effective than those who are slow
to respond. One method is to consider how long your response takes. It may be a good
idea to address it as soon as you see it. If it is a more complex request or question, you

10 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 can still acknowledge that you've received the message and let the other person know
you are going to respond in full later.

Figure 1:1 Communication skills

11 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Self-Check – 1
Part I: Choose the best answer form the given alternatives
1. ________________ are abilities you use when giving and receiving different kinds of
information.
A. Communication skill B. Communication process C.
Communication
D. Discussion
2. Which one is the skill you apply in communicating with others?
A. Active listening B. Confidence C. Empathy D. Volume and tone
E. All are answers
3. Immediate feedback can be given in __________ communication
A. Written B. Oral C. Two way D.
Report
4. Which one is information source?
A. Primary B. Secondary C. Tertiary D. All are
answers
5. Our dress code is an example of _____________ communication
A. Verbal B. Written C. Non-verbal D.
Spoken

Part II: Match Column A with the alternative given in Column B.

Column A Column B
1. Non-verbal communication A. Uses spoken words, group
discussion
2. Verbal communication B. Uses visual elements
3. Written communication C. Uses body language and
paralanguage
4. Graphic communication D. Aims for clarity
5. Good communication E. Uses notice, report and letter

Part III: Give demonstrative answer to the following questions

1. Discuss how you communicate workplace information

12 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
2. Write benefits of open workplace communication
3. Discuss the concept of effective communication
4. Explain methods of communication
5. Compare and contrast oral and written communication

13 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Unit Two: Communication Process
This unit is developed to provide the trainees the necessary information regarding the following
content coverage and topics:
 Communication pathways
 Elements of communication
 Barriers to communication
This unit will also assist you to attain the learning outcomes stated in the cover page. Specifically,
upon completion of this learning guide, you will be able to:
 Identify communication pathways
 Identify elements of communication and take appropriate action
 Identify barriers to communication and take appropriate action

2.1. Communication pathways

Communication is the process of transmitting information and understanding from one
person to another or from one unit to other unit with a view to getting the desired response
from the receiver.

Communication pathways refer to the various channels and routes through which information
flows within an organization. Understanding and utilizing effective communication pathways
is crucial for maintaining an efficient and collaborative work environment.

On the other hand pathways refer to the methods of transmitting messages to our audiences.
There are different methods/ways of transmitting messages. Thus, communication pathways
include: verbal, written, email and other electronic methods, supervisors and subordinates,
agent to customers and non-verbal communication. Selecting the right pathway to transmit
messages, ideas, emotions, information, etc. is necessary to fulfill required objective.

Organizational communication serves as the lifeblood of an organization, enabling the

exchange of information, ideas, and knowledge among its members. The main objective of
organizational communication is to exchange information, wishes, attitudes etc. relating to
business activities. Through organizational communication, parties like owners, managers,
employees, customers, investors, suppliers, bankers and general public exchange information
relating to business activities. It encompasses various forms of communication, such as

14 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
upward, downward, and lateral communication, as well as formal and informal
communication networks.

Communication pathways are divided in to two

1. Formal communication pathway
2. Informal communication pathways

1. Formal Communication Pathways:

 Vertical communication: This pathway involves the flow of information between
different levels of hierarchy within the organization, such as from managers to
employees or vice versa. It ensures that important directives, instructions, and
feedback are conveyed accurately.
 Upward communication: This pathway enables employees to provide
feedback, suggestions, and report issues to their supervisors, managers, or
organizational leaders. It promotes employee engagement, participation,
and contributes to a more inclusive work environment.
 Downward communication: This pathway involves the flow of
information, directives, goals, and performance feedback from supervisors
or managers to employees. It helps align individual and team efforts with
organizational objectives.
 Horizontal communication: This pathway facilitates information exchange
among individuals or departments at the same hierarchical level. It promotes
coordination, collaboration, and sharing of knowledge between peers or teams
working on similar tasks.
 Lateral communication: Also known as diagonal or cross-functional
communication, this pathway facilitates information sharing and collaboration
across different departments or units within the organization. It promotes teamwork,
coordination, and innovation.
2. Informal Communication Pathways:
 Grapevine communication: The grapevine refers to the informal network of
communication that arises spontaneously among employees. It is characterized by
rumours, gossip, and unofficial information sharing. While it may not always be
accurate, the grapevine can provide insights into employee sentiments and
concerns.

15 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Social media and digital platforms: With the advent of technology, social media
platforms and digital tools have become popular informal communication channels.
They allow employees to connect, share information, and collaborate beyond
traditional hierarchical boundaries.
Understanding and utilizing different communication pathways can foster effective
information sharing, collaboration, and decision-making within an organization.

2.2. Elements of communication

For communication to occur it must pass from a sender to a receiver. This must occur
irrespective of the form of communication. For communication to be effective it must be
understood by the receiver and can be responded to. This means that communication involves
speaking, reading, listening, and reasoning skills. As communications pass from the source to
the receiver there is plenty of opportunity for its original meaning to change. Therefore
listening, reasoning and feedback is an important part of the process as it is an opportunity for
the sender to make sure the receiver has understood the message.

In business, two-ways communication is always desirable as it ensures feedback from the

receiver. However, the success of business communication depends on some aspects or
elements.
The process of communication involves the following elements:
1. Sender or transmitter: The person who desires to convey the message is known as
sender.
Sender initiates the message and changes the behavior of the receiver. Sender is the
first source of process in communication.
2. Message: The second important elements of communication are message or
information that the sender wants to communicate. Messages may take the form of
feelings, wishes, attitudes, ideas, facts, information or any other perceivable matter.
The messages that a sender wants to send, should be meaningful to the receiver.
3. Encoding: The sender of the message selects appropriate words or non-verbal
techniques to convert the idea into the message, which is called as encoding.
4. Communication channel: The sender has to select the channel for sending the
information. Communication channel is the media through which the message passes.
It is the link that connects the sender and the receiver. Examples include staff

16 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 meetings, speeches, face-to face discussions, media like internet, telephone, e-mail,
post, fax, written media, video conference and etc.
5. Receiver: The person who receives the message is called receiver or receiver is the
person to whom the particular message is sent by the transmitter. The communication
process is incomplete without the existence of receiver of the message. It is a receiver
who receives and tries to understand the message.
6. Decoding: The act of interpreting message by the receiver is termed as decoding. The
receiver’s outlook, experience, and attitude play a vital role in decoding message.
7. Feedback: It is the response or reaction of the receiver regarding the sender’s
message. Feedback describes how the message is being interpreted by the receiver. It
is regarded as the instrument for evaluating the success of communication process.
8. Noise: is any type of disruption that interferes with the interpretation of information
from the massage sender. We can say its example bad telephone connection, faulty
encoding, inattentive receiver, poor understanding of message, internet connection
loading, due to prejudice etc.

Besides, context:
The context is the situation in which you are communicating. It involves the environment that
you are in and that in which your audience is in, the culture of your organization(s), and
elements such as the relationship between you and your audience. You communication
process will not look the same when you are communicating with your boss as it will when
you are communicating with a friend. The context helps determine the tone and style of your
communication.

From the above discussion, we can say that business communication is a specialized part of
communication that deals with the exchange of message relating to the business activities.
Success of business and economic activities depends on effective communication and the
above stated elements. See below the chart of communication process.

17 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 Figure 2:1 Elements of communication
2.3. Barriers to communications
Barriers to communication are obstacles that can hinder the effective exchange of information
and ideas. Recognizing and understanding these barriers is crucial for improving
communication skills and overcoming challenges in various settings. There are different
communication barriers (also called “noise”) or obstacles which affect the effectiveness of
the communication process. These are:
1) Language barriers
2) Physical barrier
3) Emotional or psychological barriers
4) Perceptual barrier
5) Organizational barrier
6) Technological barriers

1. Language barriers:
 Differences in language, vocabulary, and fluency can lead to misunderstandings.
 Cultural nuances, idioms, and slang may create confusion for non-native speakers.
 Use of technical jargon or industry-specific terms can be challenging for
individuals outside the field.
2. Physical barriers:

18 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Physical distance between individuals or departments can limit face-to-face
communication.
 Noisy environments, interruptions, or poor acoustics can impede effective
communication.
 Lack of appropriate technology or equipment may hinder communication across
locations.
3. Emotional barriers:
 Emotional states such as anger, stress, or fear can affect communication
effectiveness.
 Preconceived notions, biases, or stereotypes can lead to misinterpretation or
miscommunication.
 Cultural differences in expressing emotions may lead to misunderstandings.
4. Perceptual barriers:
 Differences in perception, interpretation, and understanding of information can
cause communication breakdowns.
 Filtering or selective listening, where individuals only pay attention to certain
aspects of the message, can lead to incomplete understanding.
 Assumptions or personal biases can cloud the interpretation of messages.
5. Organizational barriers:
 Hierarchical structures and organizational silos can impede communication
between different levels or departments.
 Inadequate communication channels or systems may hinder the flow of
information.
 Over-reliance on formal channels and lack of informal communication can restrict
information sharing.
6. Technological barriers:
 Technical issues, such as poor connectivity or malfunctioning equipment, can
disrupt communication.
 Lack of familiarity or proficiency with digital tools or software can hinder effective
communication.
 Overreliance on technology without considering face-to-face interaction can impact
communication quality.
7. Cultural barriers:

19 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Cultural differences in communication styles, norms, and expectations can create
barriers.
 Nonverbal cues, gestures, or body language may be interpreted differently across
cultures.
 Different attitudes toward hierarchy, directness, or decision-making can affect
communication effectiveness.
Understanding and addressing these barriers can help individuals and organizations enhance
their communication skills, promote understanding, and foster better relationships.

2.3.1. Overcome barriers of communication

 Choose Suitable time: Always check that the current time is suitable for the
communication or not.
 Be aware of tone, language, and pitch: The voice should be audible for the listener.
It should not harm the feelings of other users.
 Try to make the content attractive: The content for effective communication should
be clear and precise, attractive and pleasant. It should not contain the use of excessive
technical words, difficult words, brief paragraphs, etc. Also check for the grammars,
spelling, and errors in the content. The content can be verbal and written.
 Look for feedback: Communication is a two-way process. Ensure that the receiver
has properly understood your message. Always try to seek for the feedback.
 Focus on listening skills: Listening skills are essential both for the sender and
listener. Communicate with a positive attitude, patience, clarity, and attention. Good
listening skills help listeners to extract maximum information from the content or
message.
 Work on the body language: Body language, postures, and facial expressions are an
essential part of the communication process. Know to control your body language.
 Maintain eye contact: Proper eye contact depicts the interest and attention of a
person towards others. It is an essential skill for effective communication.
 Practice verbal communication skills: If you are not confident about speaking in
public, practice beforehand. Take speech classes to improve your verbal
communication.
 Do not focus on distractions: Communications become better with less or no
distractions.

20 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Identify and remove the noise source: Noise is a significant barrier in the
communication process. It is essential to identify the factors that cause interference
and try to remove such sources of noise.
 Do not work under pressure: Immense work pressure can adversely affect work
performance. Try to maintain work from the beginning so that you can effectively
manage communication with it. It will help to easily manage work and
communication at the end without any pressure.
 Focus on weakness: Effective communication means managing every aspect of
communication, either formal or informal. Regularly work on weaknesses and ask for
suggestions to know which aspect of communication will be better.

21 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Self-Check – 2
Part I: Choose the best answer form the given alternatives
1. What is communication?
A. The process of exchanging information and idea B. The act of speaking
loudly
C. The act of writing down information
D. The process of keeping information to oneself
2. Letter, email, telephone are an example of
A. Message B. Feedback C. Channel D. Encoding
3. The person who transmit the message
A. Sender B. Receiver C. Noise D.
Feedback
4. The information which is transferred to the receiver has to be interpreted. This process is
called:
A. Encoding B. Context C. Receiver D. Decoding
5. Communication is a ____________ process
A. One way B. Two way C. Three way D.
Four way

Part II: Match Column A with the alternative given in Column B.

Column A Column B
1. Semantic barrier A. Premature evaluation
2. Organizational barrier B. Do not focus on distraction
3. Psychological/emotional barrier C. Technical jargons
4. Personal barrier D. Lack of listening
5. Technological barrier E. Complex organizational structure
6. Solution to overcome communication barriers F. Outdated software and hardware
Part III: Give demonstrative answer to the following questions
1. Elaborate how you analyze communication process
2. Define communication pathways and give examples
3. Write communication barriers
4. Explain how to overcome communication barriers

22 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Unit Three: Communicate Actively
This unit is developed to provide the trainees the necessary information regarding the following
content coverage and topics:
 Verbal communication and other communication types
 English language proficiency in oral, written, listening and grammar skills.
 Active listening techniques
 Verbal communication into written and/or electronic communication
This unit will also assist you to attain the learning outcomes stated in the cover page. Specifically,
upon completion of this learning guide, you will be able to:
 Identify and select difference between verbal communication and other
communication types
 Manifest English language proficiency through oral, written listening and grammar
skills
 Develop and use active listening techniques
 Translate verbal communication into written and/or electronic communication

3.1. Communicate with English Language Proficiency

To be proficient in a second language means to effectively communicate or understand
thoughts or ideas through the language’s grammatical system and its vocabulary, using its
sounds or written symbols. Language proficiency is composed of oral (listening and speaking)
and written (reading and writing) components.

Language ability, in oral and writing, is necessary to understand the idea of the communicator.
When communicating with individual, proficiency in oral skills, written skills, listening skills,
and grammar skills are important.
a) Oral skills: Oral skills in communication refer to the ability to effectively convey and
exchange information, ideas, and thoughts through spoken language. Developing
strong oral communication skills is important in various aspects of life, including
personal interactions, professional settings, presentations, and public speaking.
Oral skills includes: phonemes (vowel sounds & consonant sounds), overcoming
fillers, sentence construction, organization, conversational cues, etc.
Example: sentence construction: The weather is cold enough to freeze water.
Here are some key elements and tips for improving oral communication skills.

23 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Clarity and pronunciation: Articulate your words clearly and pronounce them
correctly to ensure that your message is easily understood. Pay attention to your
diction, enunciation, and tone of voice.
 Active listening: Engage in active listening by giving your full attention to the
speaker, maintaining eye contact, and demonstrating understanding through
appropriate verbal and non-verbal cues.
 Non-verbal communication: Non-verbal cues such as body language, facial
expressions, gestures, and posture play a crucial role in oral communication.
 Structuring your message: Organize your thoughts and structure your message to
ensure clarity and coherence.
 Confidence and poise: Be aware of your body language and facial expressions, and
maintain a confident and composed demeanor.
 Adaptability: Be adaptable in your communication style based on the context,
audience, and purpose of your interaction. Adjust your language, tone, and level of
formality to suit the situation.
 Practice and seek feedback:
 Cultural awareness: Recognize and respect cultural differences in communication
styles. Be aware of cultural norms, values, and non-verbal cues to ensure effective
cross-cultural communication.
 Active engagement and Feedback: Engage actively in conversations and
discussions by asking questions, seeking clarification, and providing feedback.
 Reflect and improve: After each communication experience, take time to reflect on
what went well and areas for improvement. Consider the feedback received and
identify strategies to enhance your oral communication skills.
b) Written skills: refer to the ability to effectively convey ideas, information, and
messages through written language. Developing strong written communication skills
is important in various contexts, such as professional emails, reports, essays, and
creative writing.

Written skills are crucial for effective English communication, whether it's writing emails,
reports, essays, or other written documents. Here are key points to keep in mind to
enhance your written skills in English:

24 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Strive for clarity and conciseness in your writing. Use simple and precise
language to convey your ideas effectively. Avoid excessive wordiness and
convoluted sentence structures.
 Develop a solid understanding of English grammar rules and punctuation. Pay
attention to subject-verb agreement, verb tenses, sentence structure, proper
comma usage, and correct spelling. Proofread your writing carefully to correct
errors.
 Plan your writing before you begin. Create an outline or structure that includes
an introduction, main points, and a conclusion. This helps you present your
ideas logically and coherently.
 Choose words and phrases that are appropriate for your audience and purpose.
Expand your vocabulary by reading extensively and learning new words. Use
dictionaries and thesauruses to find precise and suitable terms.
 Employ a mix of sentence types and lengths to make your writing more
engaging. Combine simple, compound, and complex sentences to add variety
and flow to your prose.
 Organize your ideas into paragraphs, with each paragraph focusing on a single
main point. Begin each paragraph with a clear topic sentence, provide
supporting details, and transition smoothly to the next paragraph.
 Review your writing to eliminate errors and improve clarity. Check for
spelling, grammar, and punctuation mistakes. Ensure that ideas are well-
developed and sentences are coherent.
 Regular reading exposes you to different writing styles, vocabulary, and
sentence structures. It enhances your understanding of grammar and helps you
develop a sense of effective writing techniques.
 When possible, have others review your writing and provide constructive
feedback. This can help to identify areas for improvement and gain different
perspectives on your writing.
 Like any skill, writing requires practice. Set aside dedicated time for writing
exercises, journaling, or creative writing to develop and refine your written
skills.

25 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Written skill includes: spelling, organization, structure and cohesion, paragraphing, grammar
and punctuation, vocabulary and word choice, proof reading and editing, transition markers,
sentence construction, jargons, etc.
Example:
 Spelling: beautiful, Ethiopia, pencil, book, lunch, enough, misspelled, etc.
 Organization: My name is Darartu. I found your letter on my table. Etc.

c) Listening skills: refer to the ability to effectively receive, interpret, and understand
spoken language or audio information. It involves actively paying attention to the
speaker, processing the information being conveyed, and responding appropriately.
Listening skills are essential for effective communication, as they enable individuals
to comprehend and engage in meaningful conversations, discussions, and interactions.
Listening skills includes: note taking, patience and concentration, active engagement, non-
verbal cues, asking clarifying questions, empathy, resisting biases overcoming prejudice,
avoiding assumption, etc.

Below is an example of active listening.

Beti: I'm sorry to dump this on you, but I had a fight with my sister and we haven't
spoken since. I'm upset and don't know who to talk to.
John: No problem! Tell me more about what happened?
Beti: Well, we were arguing about what to do for our parents' anniversary. I'm still so
angry.
Jon: Oh that's tough. You must feel upset that you're not speaking because of it.
Beti: Yes, she just makes me so angry. She assumed I would help her plan this elaborate
party—I don't have time! It's like she couldn't see things from my perspective at all.
Jon: Wow, that's too bad. How did that make you feel?
Beti: Frustrated. Angry. Maybe a bit guilty that she had all these plans and I was the one
holding them back. Finally, I told her to do it without me. But that's not right either.
Jon: Sounds complicated. I bet you need some time to sort out how you feel about it.
Beti: Yes, I guess I do. Thanks for listening, I just needed to vent.

d) Grammar skills in communication refer to the ability to use correct grammatical

structures and rules when speaking or writing in order to convey ideas accurately and
effectively. Strong grammar skills are important for clear and professional

26 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 communication, as they ensure that messages are understood correctly and help
maintain coherence in language usage.
Grammar skills includes: subject verb agreement, tense and aspect, preposition, modifiers,
conditionals, spelling, punctuation, word choice and etc.
Example:
Sentence verb agreement:
o Alemu and Betiare good friends.
o Both L-II& L-III trainees are invited.
o Not only he but also she was sick.
o Either Mamush or her sister has gone abroad.
o Neither Tuffa nor his sister has gone abroad. , etc.

Tenses:/present, past, or future/

o She comes to school every day. /The sun rises in the east./ I am writing a letter.
o She dialed. He saw her yesterday. She was sick while she was in the class.
o I will give you your results tomorrow./I shall be twenty years old next month.

Preposition: /at, in, on, by, since, for, under, above, through, from, etc.
o They succeeded in escaping.
o He is talking of trainees.
o He was born at 8:00 p.m. on Saturday.

Modifiers: /nearly, almost, only, at least, much, many, both, a great deal of, few, a few
several, most, little, a little, a little of, some, any, none, too, enough, that, who, which, whose,
when, why, etc./:
o Nearly all the trainees have gone.
o Are you tall enough to reach that bulb?
o The place is not too far to walk to.

Conditionals: /if clauses/

i. Possible/probable/ - If I get the message, I will let you know.
ii. Unlikely /impossible/ - If I had the money, I would buy it.
[Link] – If I had eaten that fruit, I would have died.

27 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
3.2. Active Listening Techniques
“Communication begins with Listening!” Communication is the sum total of the entire things
one person does when he/she wants to create understanding in the mind of another. It
involves a systematic and continuous process of telling, listening and understanding.

Active listening is a crucial skill that involves fully engaging and understanding the speaker's
message. It requires focused attention, empathy, and a genuine desire to comprehend the
speaker's perspective.

Active listening helps build relationships, solve problems, ensure understanding, resolve
conflicts, and improve accuracy. At work, effective listening means fewer errors and less
wasted time. Listening builds friendships and careers.

Active listening involves listening with all senses. As well as giving full attention to the
speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening - otherwise the
speaker may conclude that what they are talking about is uninteresting to the listener. Interest
can be conveyed to the speaker by using both verbal and non-verbal messages such as
maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’ or simply
‘No’ to encourage them to continue. By providing this 'feedback' the person speaking will
usually feel more at ease and therefore communicate more easily, openly and honestly.

The following are techniques of active listening:

 Give undivided attention to the speaker. Maintain eye contact, eliminate distractions,
and show genuine interest in what they are saying.
 Use verbal and non-verbal cues to indicate that you are actively listening. Nodding,
maintaining an open posture, and using appropriate facial expressions show that you
are engaged. Encourage the speaker with brief verbal affirmations like "yes," "I see,"
or "go on."
 Allow the speaker to express their thoughts fully before responding. Avoid
interrupting or finishing their sentences. Interruptions can disrupt the speaker's flow
and make them feel unheard.
 Paraphrase and summarize the speaker's main points in your own words to
demonstrate understanding. Paraphrasing and summarizing not only help clarify your
comprehension but also show the speaker that you are actively listening and
processing their message.

28 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  If something is unclear or you need additional information, ask open-ended questions
to seek clarification. This allows the speaker to elaborate and provide more context,
fostering a deeper understanding of their message.
 Pay attention to the speaker's emotions and try to understand their perspective. Reflect
their feelings back to them, using phrases like "It sounds like you're frustrated" or "I
can sense your excitement." This shows empathy and validates their emotions.
 Suspend judgment and avoid making assumptions about the speaker or their message.
Maintain an open mind and be receptive to different viewpoints. Stay focused on
understanding their perspective rather than formulating your response.
 Be fully present in the moment and avoid distractions or preoccupations. Mindful
listening involves being aware of your own thoughts and biases, setting them aside,
and giving your complete attention to the speaker.
 Try to understand the speaker's feelings and experiences from their point of view. Put
yourself in their shoes and empathize with their emotions. This helps create a
supportive environment and fosters effective communication.
 After the speaker has finished, ask if there is anything else they would like to share or
if they feel you have understood their message accurately. This gives them an
opportunity to provide further clarification or express any unaddressed concerns.

3.3. Verbal communication into written and/or electronic communication

The basic process of communication begins with an observation of fact or idea by a person.
That person (the sender) may translate the observation into a message, and then transmit the
message through some communication medium to another person (the receiver). The receiver
should then understand the message as intended by the sender and provide appropriate
feedback to the sender indicating that the message has been understood or not.

When spoken languages or verbal communication requires translation into written

communication as reporters, the translator should be prudent no to make mistakes. It needs
much attention, grasping the main messages, understand the content of all messages, try to
show the picture as it was, not to mislead the audience, not to protrude from the main idea,
etc. It requires active listening skills, grammar skills, writing skills etc.

Besides, when translating verbal communication into written/electronic communication, the

translator should use appropriate design and format.

29 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Self-Check – 3
Part I: Chose the best answer from the given alternatives
1. The old school is likely . . . . by this time.
A. To have torn down C. to be tearing down
B. To tear down D. to have been torn down
2. I . . . . when my mother came to wake me up.
A. slept B. have slept C. was sleeping D. am sleep
3. This work . . . . be finished not later than this afternoon.
A. may B. could have C. might D. must
4. Belayneh . . . . to his office nearly every day.
A. walks B. walk C. is walking D. has walked
5. The books . . . . here for sale since last week.
A. were B. are C. have been D. had been

Part II: Write true or false to the following questions

1. Verbal communication is the only type of communication that exists in professional
settings.
2. English language proficiency encompasses oral, written, listening, and grammar skills.
3. Active listening involves fully concentrating on what the speaker is saying and providing
immediate solutions or advice.
4. Converting verbal communication into written and/or electronic communication is
important for documentation, clarity, and record-keeping purposes.
5. English language proficiency in oral skills refers to the ability to speak fluently without
any grammatical errors.

Part III: Write short answer to the following questions

1. Write basic language skills
2. Explain verbal communication and non-verbal communication
3. Explain active listening techniques

30 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Unit Four: Identify and Use Paralanguage
This unit is developed to provide the trainees the necessary information regarding the following
content coverage and topics:
 Voice and accent
 Vocal techniques
 Conversational cues
 Paralinguistic cues
This unit will also assist you to attain the learning outcomes stated in the cover page. Specifically,
upon completion of this learning guide, you will be able to:
 Identify the importance of voice and accent
 Use correct vocal techniques
 Modify messages to suit conversational cues
 Use appropriate paralinguistic cues

4.1. Voice and Accent

Voice and accent are important aspects of communication that contribute to the overall
impression and effectiveness of spoken language.
Voice refers to the unique sound produced by an individual when speaking. It encompasses
various qualities such as pitch, tone, resonance, volume, and vocal range. Each person has a
distinctive voice that can convey personality, emotions, and individuality.

Your voice can reveal as much about your personal history as your appearance. The sound of
a voice and the content of speech can provide clues to an individual's emotional state. For
instance, if self-esteem is low, it may be reflected by hesitancy in the voice. A shy person
may speak quietly, but someone who is confident in themselves will be more likely to have
command of their voice and clarity of speech.

It is worth taking time to improve your command over your voice, especially if you find it
hard to speak in public. It can even help to boost your confidence!

It is important to get used to the sound of your own voice. Most people are more relaxed in a
private situation, particularly at home, where there are no pressures to conform to any other
social rules and expectations. This is not the case in public situations when there are all sorts
of influences exerted upon the way people speak.
 An exercise to improve public speaking

31 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Try recording your own voice in an informal setting, such as at home.
 Listen carefully to how you sound. This will help you become accustomed to your
own voice.
Most of us are not used to hearing our own voices and these feelings are totally normal. Get
past the initial, ‘Do I really sound like that?’ stage and develop a better understanding of your
voice.

The more you get used to the sound of your voice functioning in a slightly more formal way, the
easier it is when doing it 'for real'. In conversational mode, individuals tend to speak in short phrases,
a few at a time. Speaking or reading aloud helps you to become used to the more fluent sound of your
voice.

An accent is the unique way in which a person pronounces words and phrases based on their
native language, regional dialect, or cultural background. Accents can vary widely, even
within the same language, and are influenced by factors such as geography, education,
exposure to other languages, and individual speech patterns.

Regional and ethnic accents are part of individual personality and add a unique element to the
way that you speak. They may also, however, in some situations, create potential barriers to
communication. For example, if you have a very strong accent, people from another area or
country may find it harder to understand what you are saying. You may therefore need to
slow down your speech to ensure that they have time to process what you are saying.

It is worth remembering, however, that words are only a part of your overall communication
and message. The tone of voice and your body language also send strong messages.

4.2. Vocal Techniques

Vocal techniques refer to the various methods and skills used to control and manipulate the
voice for effective communication. It enhances vocal quality, projection, clarity, and
emotional impact. To develop your language ability, use correct vocal communication
techniques, strive for variety, intelligibility, quality, etc.
 Pace:- vary the pace to keep your message interesting. Optimal rate of speaking is
approximately 150 to 200 words per minute. Slow down for serious, complex
thoughts; increase speed for subordinate points.
 Inflection:- vary the emphasis you place on words. Avoid tedious, monotonous
delivery. Inflection refers to variations in pitch. Imagine a storyteller reading a book

32 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 to children. You would expect an almost sing-song inflection. But too much inflection
in other contexts, like the business world, can undermine credibility. On the other
hand, we all know what it’s like to be nearly put to sleep by a monotone speaker who
will definitely be perceived as less charismatic or even flat out boring. One of the
easiest ways to ensure your voice is never boring or monotonous is to warm up daily
with a few singing exercises or a song in the shower.
 Intelligibility:- avoid dropping consonants and ends of sentences. Articulate! Tailor
volume to the speaking environment.
 Phrasing:- pause before or after key words and phrases to emphasize their
importance. Phrasing should be varied and tailored to clarifying and reinforcing key
message points.
 Volume:- Confidence, assertiveness, and boldness are reflected in louder speech.
 Resonance:- avoid nasality by breathing from the diaphragm.
 Pitch:- raised inflection at the end of sentences makes speakers appear tentative and
reduces credibility/authoritativeness.
 Tone:- keep your tone pleasantly, friendly and open; deliver your message in a
measured speaking style. Finally, how emphatic are the statements? For example if
someone says, "I want you to do it now!" The intense delivery can be a direct
indicator of the speaker's passion and commitment or lack of it. The tone also reveals
emotions behind the words being spoken.

When you match & mirror vocal characteristics without mockery but with the intention to
authentically connect with the people you are speaking with, you will be amazed at how
quickly and easily you can establish vocal rapport that leads to greater understanding and
more efficient paralinguistic communication.

Being aware of your own paralinguistic vocal strengths and weaknesses will allow you to
subtly influence your speaking and listening so that you will be a more powerful
communicator.
 Energy and enthusiasm are keys to credibility: They won’t care to believe unless
they believe you care!
 Quality: It refers to the vocal characteristics that allow you to differentiate one voice
from another. Is a person’s voice small, feminine, or shaky; thin, throaty, or aloof;
tense, flat, grating, nasal, harsh, or shrill? All of these represent different vocal

33 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 combinations of rate, pitch, and volume. Record yourself to get a more realistic idea
of what you sound like and ask several people you trust for their opinion and feedback
on your vocal quality.
Vocal qualities such as volume and tempo are also part of non-verbal communication. If a
speaker changes even one of these aspects, the resulting meaning can be quite different to
listeners. People who are able to adjust their non-verbal language to the needs of various
situations are generally better at diffusing troublesome interactions such as arguments. This
type of communication skill is known as meta-communicative competence. The following
three core elements of vocal production need to be understood for anyone wishing to become
an effective speaker:
 Volume: to be heard.
 Clarity: to be understood.
 Variety: to add interest.

4.3. Conversational Cues

Conversational cues, also known as conversational signals or cues, are verbal and nonverbal
signals used during a conversation to guide and shape the flow of communication. These cues
help participants understand when to speak, when to listen, and how to engage with each
other effectively. They serve as important indicators of turn-taking, understanding, and
interest in the conversation. The following are common conversational cues and their
definitions:
 Opening cues: These cues indicate the initiation of a conversation or a new topic.
Examples include greetings ("Hello," "Hi"), opening questions ("How are you?"), or
topic introductions ("Have you heard about...?").
 Backchannel cues: Backchannel cues are responses or signals used to indicate active
listening or engagement in a conversation. These cues include brief verbal responses
such as "Hmm," "Uh-huh," or non-verbal cues like nodding, eye contact, or facial
expressions.
 Clarification cues: These cues are used to seek clarification or confirmation of
understanding. Examples include phrases like "Could you please repeat that?" or "I'm
not sure I understood. Could you clarify?"
 Turn-taking cues: Turn-taking cues help regulate the flow of conversation and
indicate when it is appropriate to speak or listen. These cues can be verbal, such as

34 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 using phrases like "Can I add something?" or non-verbal, such as raising a hand or
making eye contact to signal a desire to speak.
 Closing cues: Closing cues signal the end of a conversation or a specific topic. They
can include phrases like "Well, it was nice talking to you," or "I think we covered
everything."
 Politeness cues: Politeness cues are used to maintain social harmony and show
respect during conversations. These cues can include phrases like "Please," "Thank
you," or "I'm sorry."
 Disagreement cues: Disagreement cues indicate a difference in opinion or a
conflicting viewpoint. Examples include phrases like "I see it differently," or "I
respectfully disagree."
 Request cues: Request cues are used to ask for assistance, information, or favours.
They can include phrases like "Could you help me with this?" or "Would it be
possible to...?"
It's important to note that conversational cues can vary across cultures, contexts, and
individuals.
Understanding and interpreting these cues accurately is essential for effective communication
and building rapport during conversations. Paying attention to both verbal and non-verbal
cues can enhance mutual understanding and facilitate smoother interactions.

Pay attention to non-verbal cues

Maybe the person you are talking to is looking at their watch (bad conversation etiquette!) or
checking their iPhone (horrible conversation etiquette!) and as rude as both those things are,
it’s a sign they’re really not engaged in the conversation. You might think, “So rude! They
need a lesson in conversation etiquette!” when in reality, maybe you are the one that needs to
steer the conversation in a way where they can feel engaged and actually feel like a part of
the conversation. Most likely, these non-verbal cues are a sign that you’re either having a
monologue, not listening or totally monopolizing the conversation.

4.4. Paralinguistic Cues

Paralanguage refers to the nonverbal elements of communication that accompany spoken
language. It includes vocal cues, such as tone of voice, pitch, volume, rate of speech, and
vocal quality, as well as nonverbal sounds like laughter, sighs, or gasps. Paralanguage plays a

35 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
significant role in conveying meaning and emotions, and it can greatly impact how a message
is interpreted.

Paralinguistic’s is the study of vocal (and sometimes non-vocal) signals beyond the basic
verbal message or speech, also known as vocalics. In other words, Paralinguistics are the
aspects of spoken communication that do not involve words. Example, Body language,
gestures, facial expressions, tone and pitch of voice are all examples of paralinguistic features.
These may add emphasis or shades of meaning to what people say.

Paralinguistic cues are non-verbal signs, such as gestures, body posture, facial expressions
which modify or suggest the meaning of verbal communication. These are the powerful non-
verbal communication elements that have the ability to make even good news sound horrible
or bad news more palatable.

Some Paralinguistic cues are:

 Fluidity:- the flow of the message. Does it seem that the speaker knows where they
are going with their message? Do they use an excess of filler words such as “uh”,
“well”, “you know” etc. Does their speech stumble as they search for words?
 Articulation:- the clear pronunciation of words. Does the speaker slur words making
it difficult to understand what is being said? Are they pronounced clearly and with
purpose?
 Sonority:- the quality of the voice. Is the voice pleasant to listen to? Does it sound too
nasal or unpleasant in such a way that people are put off by listening to it? Is it
appealing?
 Tempo:- the speed at which the speaker speaks. Does the speaker talk too slowly so as
to bore the audience or sound unintelligent? Does the speaker speak too rapidly for
the listener to keep up and understand what is being said?
 Emotions:- the emotions apparent in the speaker’s delivery. Do the emotions
displayed by the speaker’s voice match the content of the message? Are they
appropriate for the message?
 Dynamic intensity:- the variation between quiet and loud, soft and forceful speech.
Does the intensity of the speaker match the content of the message with regard to
loudness and forcefulness?

36 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Paralinguistic communication is the study of voice and how words are said. When you open
your mouth to speak, you reveal much about yourself that often has nothing at all to do with
the words you are speaking.
Paralinguistic signals and cues refer to every element and nuance of your speech.
Paralinguistic communication can be much more subtle than other forms of nonverbal
communication.
For example, a loud, booming voice is not at all subtle. However, a firm voice that conveys
conviction is more nuanced than a pointing finger, big gestures, or invading someone’s
personal space.

Figure 4:1 paralinguistic cues

Paralinguistic vocal cues

 Rate/Speed - For example, to establish instant vocal rapport and a more subtle
connection, speak at a rate or speed similar to the person you are communicating with
in conversation.
 Rhythm - International languages have unique rhythms. It is important to note this
because the global language for business today is still English. If you match the rate
and rhythm of speech of the slowest speaking person, it will be easier to communicate
and connect on a paralinguistic level.
Including the above concepts, paralinguistic Cues are made of contributing factors such as;
 Volume:- (Is the voice low or is it loud when speaking? Do they appear confident,
sad, happy or angry? The volume supports the spoken dialogue which in turn is
illustrated by body language gestures)

37 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Pitch:-(pitch can be low or high and a good example of this is seen when a teacher is
reading a story to children to emphasize and communicate meaning)
 Inflection:- Tone (inflection is the variation in the change of pitch to create meaning)
 Intensity:- (humor, monotony, anger, sadness adds intensity to speech)
 Silence (emphasizing a point or asking a question and using silence to generate
impact to the spoken word)
 Quality:- (clearly spoken or a husky voice)
Using appropriate paralinguistic cues during conversation with customers and at workplace
facilitates effective communication and increases understanding between communicators.

38 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Self-Check – 4
Part I: Match Column A with the alternative given in Column B.
Column A Column B
1. Voice technique A. Pronunciation of words
2. Conversational cues B. Nonverbal signs
3. Paralinguistic cues C. Pace, volume and pitch
4. Voice D. Unique sound produced by an
individual
5. An accent E. Eye contact

Part II: Choose the correct answer from the given alternatives
1. Which of the following is an important aspect of voice and accent in effective
communication?
A. Speaking louder than others in a conversation B. Using a consistent tone and
pitch
C. Mimicking accents of others for humor D Speaking rapidly to convey
enthusiasm
2. Which vocal technique is helpful for maintaining clarity and articulation in speech?
A. Mumbling and speaking softly B. Speaking at a monotonous pitch
C. Speaking slowly and enunciating clearly D. Speaking with exaggerated
gestures
3. Conversational cues are important for:
A. Dominating conversations and interrupting others B. Ignoring the input of others
C. Encouraging active listening and engagement
D. Using complex vocabulary to impress others
4. Paralinguistic cues include:
A. Facial expressions, gestures, and body language
B. Avoiding eye contact and looking away during conversations
C. Speaking in a monotone voice without any variations
D. Using excessive jargon and technical terms
Part III: Give short answer to the following questions
1. Elaborate how you identify and use paralanguage

39 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
2. Paralinguistic cues include:
3. Write vocal techniques that you apply to develop your language ability
4. What is paralanguage?
5. Compare and contrast conversational cues and paralinguistic cues

40 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Unit Five: Lead Workplace Discussion
This unit is developed to provide the trainees the necessary information regarding the following
content coverage and topics:
 Response to workplace issue
 Constructive contribution
 Goals/objectives and action plan
This unit will also assist you to attain the learning outcomes stated in the cover page. Specifically,
upon completion of this learning guide, you will be able to:
 Seek and provide response to workplace issues immediately
 Make constructive contributions to workplace discussion on the issue of
production, quality and safety
 Communicate goals/objectives and action plan in the workplace

5.1. Seek and Provide Response to workplace issues

Having the abilities to facilitate and direct discussions in the workplace effectively are
important skills that should be mastered by all professionals. Discussions in the workplace
are one of the primary ways by which colleagues share and exchange important knowledge,
ideas and methods for better performance.

It is important that you communicate with people inside and outside your organization in a
professional and efficient manner. People do not work in isolation. No matter what your job
is good communication is vital. Building staff ability to communicate and relate well in the
workplace is a crucial task. A good leader at the workplace must be able to lead
communication and engage both internal and external customers effectively.

How active you are might depend on your leadership style, but you definitely have some
responsibilities here. They include setting, or helping the group to set the discussion topic;
fostering the open process; involving all participants; Let‘s look at these, as well as some dos
and don‘ts for discussion group leaders.

Setting the topic:- If the group is meeting to discuss a specific issue or to plan something,
the discussion topic is already set. If the topic is unclear, then someone needs to help the
group define it. The leader – through asking the right questions, defining the problem, and
encouraging ideas from the group – can play that role.

41 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Fostering the open process:- Nurturing the open process means paying attention to the
process, content, and interpersonal dynamics of the discussion all at the same time – not a
simple matter. As leader, your task is not to tell the group what to do, or to force particular
conclusions, but rather to make sure that the group chooses an appropriate topic that meets its
needs, that there are no right answers to start with (no foregone conclusions), that no one
person or small group dominates the discussion, that everyone follows the ground rules, that
discussion is civil and organized, and that all ideas are subjected to careful critical analysis.
You might comment on the process of the discussion or on interpersonal issues when it seems
helpful. Most of your actions as leader should be in the service of modeling or furthering the
open process. Most people enjoy good relationships at work. However, even in the friendliest
workplaces, disagreements can occur.

Involve all participants: asking questions or offering ideas to advance the discussion;
summarizing or clarifying important points, arguments, and ideas; and wrapping up the
session.

Dealing with workplace issues can be time consuming and frustrating, but it‘s important to
address concerns as soon as they arise to stop them from becoming more serious. Handling
workplace issues promptly can also help to build better relationships with employees
maintain employee morale and job satisfaction, retain staff and maximize workplace
productivity.

When providing a workplace response to an issue, it's important to address the concern
promptly and effectively. Resolving workplace issues before they grow into disputes can
create strong commitment to the solution. The following are steps to follow to provide
response to workplace issue.
 Acknowledge the issue: Show empathy and let them know that their concerns are
being taken seriously.
 Gather information: Collect all the necessary information related to the issue. This
may involve speaking with the employee who raised the concern, reviewing any
relevant documentation or records, or conducting further investigation if needed.
Ensure that you have a clear understanding of the problem before formulating your
response.
 Analyze the situation: Assess the impact and severity of the issue. Consider how it
affects the individual employee, the team, and the overall functioning of the

42 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 workplace. Identify any underlying causes or contributing factors that need to be
addressed.
 Formulate a response: Develop a response that addresses the issue and provides a
solution or plan of action. The response should be clear, concise, and specific. If
necessary, consult with relevant stakeholders or experts to ensure an informed and
effective response.
 Communicate the response: Choose an appropriate communication method to
deliver the response. This may include face-to-face meetings, written emails, or a
combination of both. Consider the sensitivity and confidentiality of the issue when
determining the best approach.
 Be transparent and honest: Clearly explain the steps being taken to address the
issue and any changes that will be implemented. Be honest about any limitations or
challenges that may impact the resolution process. Transparency builds trust and
demonstrates a commitment to finding a solution.
 Provide support and resources: If applicable, offer support and resources to the
employee or team affected by the issue. This may involve providing training,
additional assistance, or access to relevant tools or information. Ensure that they feel
supported throughout the resolution process.
 Set expectations and follow-up: Clearly communicate any expectations or timelines
for the resolution process. Let the employee or team know what they can expect
moving forward. Provide a point of contact for any further questions or concerns, and
follow up on the progress regularly to ensure that the issue is being effectively
addressed.
 Document the response: Keep a record of the issue, the response provided, and any
actions taken. This documentation can be useful for future reference, tracking
progress, and ensuring accountability.
 Evaluate and learn: After the issue has been addressed, take the time to evaluate the
effectiveness of the response. Identify any lessons learned and consider if any
preventive measures can be implemented to avoid similar issues in the future.
By following these steps, you can provide a comprehensive and thoughtful workplace
response to effectively address the issue at hand.

43 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
5.2. Constructive contributions
Constructive contribution refers to the act of making positive and valuable contributions to an
organization, team, project, or any collective effort. It involves actively engaging in tasks,
initiatives, and interactions that enhance productivity, collaboration, and overall outcomes.
Constructive contributions are aimed at driving progress, supporting colleagues, and
achieving shared goals.

Delivering effective employee feedback is essential for fostering growth, improving

performance, and maintaining a positive work environment Feedback can motivate
individuals and teams, facilitate the resolution to a specific challenge; open lines of
communication; foster employees ‘professional development; and increase employee
engagement. The way in which you provide feedback to employees has a tremendous impact
on its effect. These strategies can help you deliver feedback that is both powerful and
productive.

Keep in mind the following points making a constructive contribution to the workplace.
 Actively participate and engage in the organization's activities, projects, and
discussions.
 Focus on creating value and delivering results that positively impact the organization
and its stakeholders.
 Foster a collaborative environment by actively cooperating with colleagues, sharing
information, and supporting their efforts.
 Identify challenges, obstacles, or inefficiencies within the organization and contribute
to finding solutions.
 Communicate clearly, respectfully, and transparently with colleagues, superiors, and
other stakeholders.
 Share information, provide feedback, actively listen, and promote open dialogue to
foster understanding and collaboration.
 Embrace change and be willing to adapt to new circumstances, technologies, and
approaches.
 Maintain a positive and constructive attitude, even in challenging situations. Take
responsibility for your actions, decisions, and commitments.
 Strive for continuous improvement by seeking feedback, evaluating outcomes, and
learning from both successes and failures.

44 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
  Be open to constructive criticism and actively seek opportunities for growth and
development.

5.3. Communicate Goals/objectives

One of the most important things you should communicate with your employees is your
company’s goals. To ensure success, your staff needs to understand what you want the
business to achieve, and how you plan to do achieve it so that they can be part of the same
journey.

Goals are the broad, overarching outcomes that an organization aims to achieve. They
provide a clear direction and purpose, guiding the actions and decisions of individuals and
teams.

Objectives are specific, measurable, and time-bound targets that support the attainment of
goals. They break down the larger goals into smaller, actionable steps, allowing for better
focus and progress tracking.

Communicating goals/objectives in the workplace is crucial for aligning efforts, promoting

clarity, and driving collective success. Goals can also change over time, so if the company
has a new strategy or is taking a new direction you need to make sure these goals and
objectives are shared with employees in a way that is clear and easy to understand. Here's an
outline of how to effectively communicate these elements:
 Clearly define goals and objectives: Make sure they are specific, measurable,
achievable, relevant, and time-bound (SMART). For example, a goal could be to
increase sales revenue by 20% within the next quarter.
 Provide context and rationale: Communicate the context and rationale behind the
goals and objectives. Explain why they are important and how they align with the
overall mission, vision, and strategy of the organization. This helps employees
understand the purpose and significance of their efforts.
 Communicate the goals and objectives: Choose appropriate communication
channels to share the goals and objectives. This can include team meetings,
presentations, email updates, or a combination of methods. Ensure that the
information is accessible to all relevant stakeholders.
 Visual aids and infographics: Utilize visual aids, such as charts, graphs, or
infographics, to present goals and objectives in a visually appealing and easily

45 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 digestible format. Visual representations can enhance comprehension and retention of
key information.
 Regularly reinforce the goals and objectives through consistent communication.
Provide updates on progress, celebrate milestones, and remind individuals of the
larger purpose behind their efforts. This reinforcement helps to maintain focus and
motivation.
Effective communication of goals and objectives requires clarity, transparency, and ongoing
dialogue. By involving employees, providing support, and fostering a collaborative
environment, enhance engagement, motivation, and overall success in achieving workplace
objectives.
Effective communication empowers individuals, promotes collaboration, and paves the way
for collective success.

Figure 5:1 communicating goals/objectives and action plans

5.4. Undertake action plan

Effective communication is vital for fostering collaboration, aligning goals, and enhancing
overall productivity within our organization.
Undertaking an action plan refers to the process of developing and implementing a structured
course of action to achieve specific goals and objectives. It involves identifying tasks, setting
timelines, allocating resources, and assigning responsibilities to individuals or teams. An
action plan provides a roadmap that guides the execution of activities, ensuring progress
towards desired outcomes.

46 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
An action plan is a documented outline that outlines the steps, resources, and timelines
required to achieve specific goals or objectives. It serves as a roadmap to guide the
implementation of tasks and ensure progress towards desired outcomes.

An action plan is a detailed document that outlines the specific actions, resources,
responsibilities, and timelines needed to achieve a set of goals or objectives. It serves as a
roadmap for successful implementation, providing clarity and direction to individuals and
teams.

The following are methods of communication of action plan.

 Begin by providing a concise overview of the goals and objectives that the action plan
aims to achieve. Clearly articulate the desired outcomes and their significance for the
organization.
 Break down the goals and objectives into smaller, manageable tasks or milestones.
This breakdown helps team members understand their specific roles and
responsibilities.
 Establish a realistic timeline for each task or milestone. Clearly communicate the
deadlines and ensure that they are achievable.
 Specify the resources required for successful execution of the action plan. This
includes human resources, budgetary allocations, technology, equipment, or any other
necessary assets. Clearly communicate resource needs and ensure their availability.
 Clearly define and communicate the roles and responsibilities of individuals or teams
involved in each task or milestone. Ensure that each person understands their assigned
responsibilities, reporting lines, and the expected outcomes.
 Establish effective communication channels to facilitate collaboration, information
sharing, and reporting. Determine the frequency and methods of reporting progress,
challenges, and achievements. Encourage open communication and provide a
platform for feedback and suggestions.
 Implement mechanisms to monitor and track progress throughout the implementation
of the action plan. Regularly review the status of tasks, milestones, and overall
progress. Identify any deviations or bottlenecks and take timely corrective actions.
 Schedule periodic reviews and evaluations to assess the effectiveness of the action
plan. Gather feedback from stakeholders, monitor key performance indicators, and

47 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 identify areas for improvement. Use this information to make necessary adjustments
to the plan.
 Acknowledge that the action plan may need adjustments based on changing
circumstances, new information, or unforeseen challenges. Maintain flexibility and
encourage a proactive approach to adapt and optimize the plan as needed.
 Recognize and celebrate achievements and milestones along the way. Acknowledge
the efforts and contributions of individuals and teams. This fosters motivation, morale,
and a sense of accomplishment.
By effectively communicating the action plan and adhering to these noted guidelines,
enhance clarity, alignment, and focus among all stakeholders.

48 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Self-Check – 5
Part I: Choose the correct answer from the following alternatives
1. When responding to a workplace issue, what should be the primary focus?
A. Assign blame to individuals involved B. Seek revenge for personal gain
C. Find a mutually beneficial solution D. Ignore the issue and hope it resolves
itself
2. What is the key characteristic of a constructive contribution in the workplace?
A. Criticizing and undermining colleagues C. Taking credit for others'
work
B. Offering helpful suggestions and solutions D. Promoting a toxic work
environment
3. Which of the following is an essential component of setting goals and objectives in an
action plan?
A. Vague and ambiguous targets B. Unattainable and unrealistic
expectations
C. Clear and measurable outcomes D. Lack of accountability and
responsibility
4. What is the purpose of an action plan in the workplace?
a) To create unnecessary paperwork b) To micromanage employees'
tasks
c) To provide a roadmap for achieving goals d) To discourage collaboration and
teamwork

Part II: Say true or false to the following questions

1. When responding to a workplace issue, it is important to actively listen and understand all
perspectives involved before proposing a solution.
2. A constructive contribution in the workplace involves offering constructive feedback and
suggestions for improvement rather than simply criticizing.
3. Goals and objectives in an action plan should be specific, measurable, achievable, relevant,
and time-bound (SMART).
4. An action plan is a static document that does not require periodic review and adjustment.

Part III: Give demonstrative answers to the following questions

1. Mention how you lead workplace discussion

49 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
2. Write the do’s and don’ts for discussion group leaders
3. Write dispute resolution procedure
4. Explain strategies for delivering effective employee feedback
5. How to communicate goals/objectives and action plans in the workplace

50 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
Reference
1. Adler, R. B., Elmhorst, J. M., & Lucas, K. (2019). Communicating at Work:
Principles and Practices for Business and the Professions. McGraw-Hill Education.
2. Burch, V. (2005). The Art of Active Listening. South African Journal of Psychiatry,
11(1), 22-25. doi:10.7196/SAJP.307
3. Bovee, C. L., Thill, J. V., & Raina, R. L. (2019). Business Communication Essentials
(8th ed.). Pearson.
4. Creation & Context section adapted from “Primary, Secondary & Tertiary Sources”
by Teaching & Learning, Ohio State University Libraries, licensed under CC BY 4.0
5. Examples adapted from “Library 10” by Cabrillo College Library, licensed under CC
BY 4.0
6. Guffey, M. E., Loewy, D., & Almonte, R. (2018). Essentials of Business
Communication (11th ed.). Cengage.
7. Image: “World of Walls: The Structure, Roles and Effectiveness of Separation
Barriers” by Said Saddiki is licensed under CC BY 4.0
8. James Payne (2001). Applications. Communication. Clark Publishing Inc.
9. Mary M. Lay et al (2000). Technical Communication. McGraw-Hill Higher
Education.
10. Pax Ahimsa Gethen. Image: “Families Belong Together SF march”: licensed under
CC BY-SA 4.0
11. R C Sharma and Krishna Mohan (2002). Business Correspondence and Report writing:
a practical approach to business and technical communication. Tata McGrawHill. 3rd
Edition,
12. Robbins, S. P., Coulter, M., & DeCenzo, D. A. (2017). Fundamentals of management.
Pearson
13. Robbins, S. P., Judge, T. A., & Campbell, T. T. (2019). Organizational Behaviour
(18th ed.). Pearson.
14. Scot Ober (2000). Contemporary Business Communication. Printed in India, 3rd
edition
15. Shockley-Zalabak, P. (2015). Fundamentals of Organizational Communication (9th
ed.). Pearson.
16. Smith, J. (2020). Effective English Communication: Strategies for Clear and
Confident Speaking. Publisher.
17. Mind Tools. (2021). Communication Skills. Retrieved from
[Link]

51 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023
 Developers’ profile

No Name of Instructor Qualification Educational Region College Mobile number E-mail

background
BED in business Nifas silk
education focus on SSOA
1 Bizunesh Aweke Wondm MA and MA in HR Addis Ababa polytechnic 0911730435 bzaeaweke@[Link]
organizational college
development
Business Education Sebeta
tegenemezgebu@[Link]
2 Tegene Mezgebu Mensgistu BSC specializing on office Oromia polytechnic 0923764208
administration and office m
technology college

Bed business education General Wingate

3 Nebiyou Abebe Degefe MA focus on secretarial AA Polytechnic 0910803785 nebbu1975@[Link]
science MA in cooperative
business management College

Bued secretarial science Bishoftu

4 Gosahun Tadesse Abdo MA and office management Oromia Polytechnic 0962040387 gossataddesse@[Link]
MBA Logistic and supply
chain management college
Bed business education Misrak
focus on secretarial
5 Ansha Nurie Jibril MBA science and MBA in AA Poytechnic 0911963827 anshanurie@[Link]
information system college
management
Bsc in Business Education Hawassa
focus on office
6 Gizework Aniley Belay MA administration office and Sidama Polytechnic 0911332762 gizityaniley@[Link]
technology MA in college
organizational leadership

52 Ministry of Labor and Skill Communicate Effectively Using English Version -1

Language November , 2023