This training work book on “Communication” contains 5 training programs entitled as follows:

  1. Communication process
  2. Communication media
  3. Non-verbal communication
  4. Giving and receiving feedback
  5. Meetings



When you have completed these 5 training programs, you will be able to:

  • Use your understanding of communication to transmit and receive information effectively.
  • Select and use suitable media for communication
  • Use and understand non-verbal communication
  • Give and receive feedback effectively
  • Plan and take a full part in meetings



Effective communication is essential for every organization, whether we consider e-mails between colleagues, phone calls to suppliers, presentations to customers, or meetings within the work team.

The first training course of this work book describes the factors involved in all communication and explains how barriers to communication can occur. It provides a basic framework that you can then use in all your future communications.

You may know what you want to communicate, and even have ideas about how to communicate your ideas effectively, but what medium will you use? The second training course looks at the benefits and costs of using, for example, e-mails, compared with letters, or phone calls rather than face-to-face meetings. It also describes some useful ways in which you can check whether your communication has been properly received and understood.

The third training course looks at the question of non-verbal communication. Watching people in meetings, or watching television soaps, you’ve probably seen examples of people saying one thing but giving a very different non-verbal message. How can you ensure that your verbal and non-verbal messages are consistent?

As a manager you have to monitor your team’s performance and communicate their successes (and failures) to them. Doing this well is a difficult task that you need to practice. How can you give feedback effectively so as to build trust and motivate your colleagues?

In the fifth and final training course, we look at meetings. How can you ensure that every meeting has clear and agreed objectives? How can you plan for meetings? And how can you play a full and effective role in them? 


Communication is a two-way process. All communication should be carefully planned to avoid misunderstanding and achieve a successful outcome. Think about your audience and make sure that your tone and the content of your message meet their needs.

To communicate effectively you need to use suitable media, whether that is the telephone, email, written communications, or a spoken presentation. Each has specific benefits and disadvantages. Whatever the medium, remember also the importance of checking that the message has been received and understood.

Non-verbal signals convey certain messages to the listener, may be giving a different message from our spoken words and revealing our true emotions. These signals can come from our gestures, position, voice and appearance. Look at the overall manner of the people you’re communicating with, and try to ensure that your own non-verbal signals support your verbal messages.

As a manager, you’ll be expected to both give and receive feedback. Accepting feedback positively aing for ways to benefit from it will help you to improve your own performance. Thinking about the effect of feedback on yourself will help you to understanding what your team are experiencing when you review their performance.

Meetings are an important method for two-way communication. But for them to be effective, they must be structured and carefully controlled. This module should have given you a number of ideas for planning, conducting and taking part in meetings.

The first training course of this workbook presented a basic framework that applies to all communication. The later training courses looked at some specific forms of communication in more detail. You should be able to use your understanding to communicate effectively in a wide range of media.