SHMR2023 – INSTRUCTIONAL DESIGN

Lecturer’s Name: Dr Irmawati binti Norazman

Content Analysis

Group Name: Team 3

Name Registration No.

Nur Munirah binti Kamal SX210294HMRHS01
Fadilah binti Abd Malek SX212125HMRHF01
Sharvita A/P Ravindranath SX180363HARS01
Nureen Astutik Binti Mudjir SX211187HMRHS01

Submission Date: 14th May 2022

4.0 CONTENT ANALYSIS

4.1 Effective Communication Skills Training (Facts)

Effective communication skills training is a training that contain different modules that
needed in developing the skills required for effective communication. Organizations that have diverse
cultures in their company need to have a good and effective communication skills. The ability to
communicate information precisely, clearly and as intended, could be a crucial life skills because the
hospitality industry depends on effective communications the most as every minutes they are
responsible for someone’s life. Effective communication training can help individuals and
organisations in improving communication amongst employees in the organisation since different
departments have distinct cultures. It is critical to ensure that communication between people from
distinct subcultures contributes to the organization's mission and goals. Leaders can benefit from
communication training to improve their capacity to comprehend how different individuals in
department communicate with one another and make appropriate interventions. Subtopics on
communication, mindful listening, teamwork and crisis management were covered in this
programme.

4.2 Communication in Effective Communication Skills Training (Facts, Concepts, Interpersonal

Skills)

4.2.1 Definition of Communication (Facts)

Giffin & Patten (1976) also state that communication is the process of creating meaning as
well as ascribing it. It is the exchange of ideas and interaction among group members. The
Oxford Advanced Learner’s Dictionary of Current English (2004) defines communication as the
activity or process of expressing ideas and feelings or of giving people information.
One can safely say that communication is the act of transferring information and messages from one
place to another and from one person to another.

In the Oxford English Dictionary, the definition of communication is a noun, the imparting or
exchanging of information by speaking, writing, or using some other medium and a successful
conveying or sharing of ideas and feelings. As this definition demonstrates, communication is more
than just the transmission of information. The term implies that a message must be successfully
transmitted or imparted, whether it is knowledge, ideas, or emotions. A wide range of factors can
influence the message's transmission from sender to recipient. These factors include our emotions,
cultural context, communication medium, and even geographic location.
4.2.1 Communication process (Concepts)

The concept of communication process is a message or communication is sent by the sender

through a communication channel to a receiver, or to multiple receivers. The sender must encode
the message (the information being conveyed) into a form that is appropriate to the communication
channel, and the receiver(s) then decodes the message to understand its meaning and significance.
Effective communication involves minimising potential misunderstanding and overcoming any
barriers to communication at each stage in the communication process.

An effective communicator understands their audience, chooses an appropriate

communication channel, hones their message to this channel and encodes the message to reduce
misunderstanding by the receivers. They will also seek out feedback from the receivers as to how the
message is understood and attempt to correct any misunderstanding or confusion as soon as
possible. Receivers can use techniques such as clarification and reflection as effective ways to ensure
that the message sent has been understood correctly.

Example:

Priya is a sales manager who wants to request a larger department-wide budget for the next
fiscal year. To get her budget approved, she needs to go through the proper communication
process.

Priya identifies the key stakeholders that need to approve her budget. They include the CEO and
investors of the company.

Next, she outlines key information she needs to share to convince her boss about her message:

● She needs the extra funds to remain competitive.

● The additional budget will elicit a strong return on investment.

Step 2: Priya encodes the message.

Priya knows the receiver of this information, her CEO, very well. He prefers information that relates to
the big-picture organisational goals. Her boss is also a very busy man; therefore, she needs to
schedule a suitable time where he will not be distracted by other operational matters. To convince
him of the importance of her budget request, she needs to provide him with valid statistics and data.

Step 3: Priya needs to select the channel of communication th at she will use.

Priya decides that the best way to get her budget approved is via a face-to-face presentation.

Step 4: Priya's message travels over the channel of communication.

Priya delivers her presentation at the company's monthly board meeting.

Step 5: Priya's CEO receives her budget request during their meeting.

Step 6: Priya's CEO decodes the message.

The executives on the board ask her questions about her additional budget request. They review her
statistics and discuss her presentation amongst themselves.

Step 7: Priya's CEO provides feedback.

4.2.2 What is Interpersonal Skills in Effective Communication Skills? (Interpersonal Skill)

4.3 Mindful Listening in Communication Skills (Fact, Concepts, Interpersonal Skills, Procedures and
Sequence)

4.3.1 What is the meaning of listening? (Facts)

Listening is the ability to accurately receive and interpret messages in the communication
process. Listening is key to all effective communication. Without the ability to listen effectively,
messages are easily misunderstood. As a result, communication breaks down and the sender of the
message can easily become frustrated or irritated. Listening is crucial for employees because good
listening skills can lead to better customer satisfaction, greater productivity with less mistakes, and
increased sharing of information that in turn can lead to great teamwork.

Listening requires focus and concentrated effort, both mental and sometimes physical as
well. Listening means paying attention not only to the complaints, but how it is told, the use of
language and voice, and how the other person uses his or her body languages. In other words, it
means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends
on the degree to which you perceive and understand these messages.

4.3.2 What is Mindful Listening? (Facts, Concepts)

Mindful listening is a way of listening without judgment, criticism or interruption, while being aware
of internal thoughts and reactions that may get in the way of people communicating with you
effectively. Effective communication begins with the core skill of listening. Mindful listening includes
focusing on what the other person is saying, as well as their facial expression, gestures, and the
volume and tone of their voice.

4.3.3 What are the steps to become a Mindful Listener? (Procedures and Sequence)

1. Ask open-ended questions. To further the conversation and show that you care about what
the other person has to say, ask questions that invite the speaker to communicate their point
of view.

2. Pay full attention to the conversation. Often when we should focus on the present moment,
our mind wanders. Try to focus on what the speaker is saying instead of formulating a
response. One way to do this is to put away your cellphone.

3. Observe body language. There is more to a conversation than spoken language. Pay
attention to body language and emotional reactions.

4. Make eye contact. Stay in the moment by making eye contact. This often helps you connect
more deeply with the speaker, and you’ll also be able to focus on nonverbal communication.
 5. Be patient. It’s often hard for others to communicate their feelings, especially when having
difficult conversations. Slow down and give the speaker time to finish their thoughts before
you reply.

4.4 Problem solving in Effective Communication Skills (Facts, Concepts, Principle and Rules)

4.4.1 Definition of Problem Solving (Facts)