CHAPTER ONE: INTRODUCTION TO COMMUNICATION SKILLS

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 life, communicating in a
clear, effective and efficient way is an extremely special and useful skill. Communication skills
involve listening, speaking, observing and empathizing. It is also helpful to understand the
differences on how to communicate through face-to-face interactions, phone conversations and
digital communications, like email and social media.

TYPES OF COMMUNICATION SKILLS

These are four main types of communication skills you might use on a daily basis:

I. Verbal Communication

Communicating by way of a spoken language. It is the use of language to transfer information

through speaking or sign language. It is one of the most common types, often used during
presentations, video conferences and phone calls, meetings and one-on-one conversations.
Verbal communication is important because it is efficient. It can be helpful to support verbal
communication with both nonverbal and written communication. Here are a few steps you can
take to develop your verbal communication skills:

 Use a strong, confident speaking voice. Especially when presenting information to a few or

a group of people, be sure to use a strong voice so that everyone can easily hear you. Be
confident when speaking so that your ideas are clear and easy for others to understand.
 Use active listening. The other side of using verbal communication is intently listening to and
hearing others. Active listening skills are key when conducting a meeting, presentation or
even when participating in a one-on-one conversation. Doing so will help you grow as a
communicator.
 Avoid filler words. It can be tempting, especially during a presentation, to use filler words
such as “um,” “like,” “so” or “yeah.” While it might feel natural after completing a sentence
or pausing to collect your thoughts, it can also be distracting for your audience. Try presenting

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 to a trusted friend or colleague who can call attention to the times you use filler words. Try to
replace them by taking a breath when you are tempted to use them

II. Non-verbal Communication

Communicating by way of body language, facial expressions and vocalics. Nonverbal

communication is the use of body language, gestures and facial expressions to convey
information to others. It can be used both intentionally and unintentionally. For example, you
might smile unintentionally when you hear a pleasing or enjoyable idea or piece of information.
Non-verbal communication is helpful when trying to understand others’ thoughts and feelings.
Here are a few steps you can take to develop your non-verbal communication skills:

 Notice how your emotions feel physically. 

Throughout the day, as you experience a range of emotions, try to identify where you feel that
emotion within your body. For example, if you’re feeling anxious, you might notice that your
stomach feels tight. Developing self-awareness around how your emotions affect your body can
give you greater mastery over your external presentation.

 Be intentional about your non-verbal communications. 

Try to display positive body language when you feel alert, open and positive about your
surroundings. You can also use body language to support your verbal communication if you feel
confused or anxious about information, like using a furrowed brow. Use body language alongside
verbal communication such as asking follow up questions or pulling the presenter aside to give
feedback.

 Mimic non-verbal communications you find effective. 

If you find certain facial expressions or body language beneficial to a certain setting, use it as a
guide when improving your own non-verbal communications. For example, if you see that when
someone nods their head it communicates approval and positive feedback efficiently, use it in
your next meeting when you have the same feelings.

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III. Written Communication

Communicating by way of written language, symbols and numbers. Written communication is

the act of writing, typing or printing symbols like letters and numbers to convey information. It is
helpful because it provides a record of information for reference. Writing is commonly used to
share information through books, pamphlets, blogs, letters, memos and more. Emails and chats
are a common form of written communication in the workplace. Here are a few steps you can
take to develop your written communication skills:

 Strive for simplicity. Written communications should be as simple and clear as possible, for
example, you should look for areas where you can write as clearly as possible for your
audience to understand.
 Don’t rely on tone. Because you do not have the nuance of verbal and non-verbal
communications, be careful when you are trying to communicate a certain tone when writing.
For example, attempting to communicate a joke, sarcasm or excitement might be translated
differently depending on the audience.
 Take time to review your written communications. Setting time aside to re-read your
emails, letters or memos can help you identify mistakes or opportunities to say something
differently. For important communications or those that will be sent to a large number of
people, it might be helpful to have a trusted colleague review it as well.
 Keep a file of writing you find effective or enjoyable. If you receive a certain pamphlet,
email or memo that you find particularly helpful or interesting, save it for reference when
writing your own communications. Incorporating methods or styles you like can help you to
improve over time.
IV. Visual Communication 

Communication by way of photography, art, drawings, sketches, charts and graphs. It is the act
of using photographs, art, drawings, sketches, charts and graphs to convey information. Visuals
are often used as an aid during presentations to provide helpful context alongside written and/or
verbal communication. Here are a few steps you can take to develop your visual communication
skills:

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  Ask others before including visuals. 

If you are considering sharing a visual aid in your presentation or email, consider asking others
for feedback. Adding visuals can sometimes make concepts confusing or muddled. Getting a
third-party perspective can help you decide whether the visual adds value to your
communications.

 Consider your audience.

Be sure to include visuals that are easily understood by your audience. For example, if you are
displaying a chart with unfamiliar data, be sure to take time and explain what is happening in the
visual and how it relates to what you are saying. You should never use sensitive, offensive,
violent or graphic visuals in any form.

TOP 10 COMMUNICATION SKILLS FOR EFFECTIVE COMMUNICATION

I. Emotional Intelligence

Emotional intelligence is the ability to understand and manage your emotions so as to

communicate effectively, avoid stress, overcome challenges and empathize with others. There
are four main strands to emotional intelligence:

 Self-awareness
 Self-management
 Social awareness
 Relationship management

NB: Each of these strands is important in its own way and allows you to communicate
confidently with a variety of people.

II. Cohesion and Clarity

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 Good communication is much more than saying the right thing; it is about communicating
messages clearly and concisely. Before you start a conversation, type an email or begin a
discussion, have in mind what the purpose of the communication is and what information you
hope to obtain as a result. Lack of clarity and cohesion can result in poor decisions and
confusion.

III. Friendliness

Friendly tone will encourage others to communicate with you. Always try to personalize
messages, particularly when working with partners or fellow colleagues. Wishing the recipient, a
good weekend, for example, is a great way to personalize your message.

IV. Confidence

In all interactions, confidence is crucial. Demonstrating confidence will give customers faith in

your abilities to deliver what they need, and that you will follow through with what you have
promised. Conveying confidence can be something as simple as maintaining eye contact during a
conversation or using a firm but friendly tone when speaking with people over the phone.

V. Empathy

Empathy is also beneficial when speaking with customers in certain types of customer-facing
role. The goal here is to understand where the other person is coming from and respecting their
views, even if they are very different from your own.

VI. Respect

If you respect the ideas and opinions of others, they will be more likely to communicate with
you.

Active listening or simply using the name of the person you are speaking to can both be
effective. Make sure that when you type emails, you don’t write in a way that is insincere.

VII. Listening

Good communication is all about listening effectively. Take the time to listen to what the other
person is saying and practice active listening. Pay attention to what the other person is saying,

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 ask questions and clarify points, and rephrase what they have said so that you know you have
understood correctly.

VIII. Open-Mindedness

Strong communications require an open mind and a commitment to understanding other people’s
points of view. If you disagree with the people you are speaking to, try to reach a middle ground
that benefits all parties. Approaching a discussion with an open mind is more likely to result in a
successful outcome.

IX. Tone of Voice

The tone of your voice can set the whole mood of the conversation. If you start the discussion in
an aggressive or unhelpful manner, the recipient will be more inclined to respond in a similar
way.

The tone of your voice will include the level of emotion that you use, the volume you use and the
level of communication you choose. In a customer complaint scenario, for example, your tone of
voice should be as calm as possible, since an unfriendly tone of voice will only serve to worsen
the situation.

X. Asking Good Questions

Good questions can help conversations flow and improve the outcome. During a conversation,
always aim to ask open-ended questions. These are questions with prompts which encourage the
recipient to speak about certain points and they require more detailed responses.

HOW TO IMPROVE YOUR COMMUNICATION SKILLS

With experience and practice, you can learn and improve your communication skills. Start by
identifying your strengths and then practice and develop those areas. Here are some few
examples for you:

 Observe good communicators around you

Identify professionals, family and friends who consistently communicate ideas and information
clearly with respect, empathy and confidence. Observe and take notes on the specific ways they

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communicate with others. Do they use a certain tone of voice in some cases? When? How do
they explain complex information, ideas or instructions? What kinds of emotion do they use
when communicating, if any? How do their communications affect others?

 Ask a close friend or colleague for constructive criticism

It can be hard to know how you are perceived as a communicator. To get an objective opinion,
ask a trusted friend for their honest feedback. Understanding your areas of improvement for
communication can help you identify what to focus on.

 Practice improving communication habits

Many communication skills are habits you have developed over time. You can improve those
skills by practicing new habits that make you a better communicator. That might include being
more responsive to communications when they are sent, reminding yourself to give eye contact,
practicing giving positive feedback and asking questions in conversations.

 Attend communication skills workshops or classes

There are several online and offline seminars, workshops and classes that can help you be a
better communicator. These classes may include instruction, roleplay, written assignments and
open discussions.

 Seek opportunities to communicate

Seek out opportunities both on and off the job that require you to use communication skills. This
will help you keep good skills fresh while also allowing you the opportunity to practice new
skills.

IMPORTANCE OF COMMUNICATION SKILLS

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 Communication is absolutely necessary when building relationships, sharing ideas,
delegating responsibilities, or managing a team.
 Learning and developing good communication skills can help you succeed in your career,
make you a competitive job candidate and build your network;
 Developing soft skills can help you better understand a message and respond thoughtfully;
 In increases your interaction with others for instance, colleagues or co-workers;
 Secure interview – you will need good communication skills to make sure your application
letter is read and acted upon,
 To advance in your career – good communication skills will help you to advance in your
career through promotion or considerable manager of the company;
 To do your job well – you will need to request information, discuss problems or give
instructions or interact with colleagues in work place. This requires good communication
skills;

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 CHAPTER TWO: LISTENING SKILLS

LISTENING SKILLS

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. 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.

DISTINCTION BETWEEN LISTENING AND HEARING

I. Listening

Listening is defined as the learned skill, in which we can receive sounds through ears, and
transform them into meaningful messages. Listening means paying attention not only to the
story, but how it is told, the use of language and voice, and how the other person uses his/her
body. To put simply, it is the process of diligently hearing and interpreting the meaning of words
and sentences spoken by the speaker, during the conversation.

II. Hearing

Hearing is an accidental and automatic brain response to sound that requires no effort. Hearing is
the natural ability or an inborn trait that allows us to recognize sound through ears by catching

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vibrations. In simple terms, it is one of the five senses; that makes us aware of the sound. It is an
involuntary process, whereby a person receives sound vibrations, continuously.

Listening Hearing

Focused Accidental

Voluntarily Involuntarily

Intentional Effortless

KEY DIFFERENCES BETWEEN HEARING AND LISTENING

The following points are vital so far as the difference between hearing and listening is
concerned:

 An individual’s ability to perceive sounds, by receiving vibrations through ears, is called the
hearing. Listening is something done consciously, that involves the analysis and
understanding of the sounds you hear.
 The hearing is the primary and continuous in nature, i.e., the first and foremost stage is
hearing, followed by listening and it occurs continuously. On the other hand, listening is
temporary, as we cannot continuously pay attention to something for long hours.
 The hearing is physiological, which is through one of our senses in the living organisms. On
the contrary, listening is a psychological (conscious) act.
 While hearing is a passive bodily process that does not, they involve use of the brain. As
opposed to listening, it is an active mental process, which involves the use of brain to draw
meaning from words and sentences.
 Hearing involves receipt of the message through ears. Conversely, listening encompasses
interpretation of the message received by ears.
 The hearing is an inborn ability but listening is a learned skill.
 In the hearing, we are not aware of the sounds that we receive, however in the case of
listening, we are completely aware of what the speaker is saying.

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  Hearing involves the use of only one sense i.e., ears. In contrast, listening, involves the use of
more than one senses i.e., eyes, ears, touch etc. to understand the message completely and
accurately.
 In the hearing, we are neither aware nor we have any control over the sounds we hear. On the
other hand, in listening, we are aware of what the other person is saying and so we listen to
acquire knowledge and receive information.
 Hearing does not require focus whereas listening does.

TYPES OF LISTENING SKILLS

There are four main types of listening skills including:

 Appreciative Listening

When you listen for appreciation, you are listening for enjoyment. Think about music you listen
to; you usually listen because you enjoy it. For instance, public speakers like comedian, pastor,

 Empathic Listening

When you listen empathically, you are doing so to show concern. During this type of listening
skill, you are trying to identify with the speaker by understanding the situation in which he/she
is discussing.

 Comprehensive Listening

If you are watching news, listening to lecture or getting directions from someone, you are
listening to understand or comprehend the message that is being sent.

 Critical Listening

It is listening to evaluate the content of the message. For instance, listening to a friend telling
you about some medical tests he/she had done. You listen closely so that you can help your
friend understand his/her results and possible ramification of the findings.

STEPS TO EFFECTIVE LISTENING SKILLS

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The following are some of the steps to effective listening skills:

 Face the speaker and maintain eye contact

Eye contact is considered a basic ingredient of effective communication, thus it aides

concentration on the speaker.

 Keep an open mind

Listening without judging the other person or mentally criticizing the things he/she tells you or
listens without jumping to conclusion.

 Be attentive, but relaxed

Never focus much on the speaker by fixing your eyes on his/her. Just concentrate by keeping
random eye contact to aid your effective comprehension of him/her.

 Listen to the words and try to picture what the speaker is saying

For instance, allow your mind to create a mental model of information being communicated.

 Don’t interrupt and don’t impose your solutions

Listen to the speaker until he/she pauses or stops, then respond or ask question for clarity.

 Wait for the speaker to pause to ask clarifying questions

For example, when you don’t understand something, of course you should ask the speaker to
explain it to you, but wait until the speaker pauses.

 Ask questions only to ensure understanding

For instance, don’t ask question that may lead the speaker astray or going away from the main
topic.

 Try to feel what the speaker is saying

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For example, if you feel sad when the person with whom you are talking expresses sadness,
joyful when he/she expresses joy, fearful when he/she describes his/her fear, and convey those
feelings through facial expression and words.

 Give the speaker regular feedback

For instance, show that you understand where the speaker is coming from by reflecting the
speaker’s feelings.

 Pay attention to what aren’t said – non-verbal cues/signs

When you are listening, give more attention to body language of the persons you addressing.

ACTIVE AND PASSIVE LISTENING SKILLS

Active Listening

Active listening is the ability to focus completely on a speaker, understand their message,
comprehend the information and respond thoughtfully. Unlike passive listening, which is the act
of hearing a speaker without retaining their message, this highly valued interpersonal
communication skill ensures you’re able to engage and later recall specific details without
needing information repeated.

Active listeners use verbal and non-verbal techniques to show and keep their attention on the
speaker. This not only supports your ability to focus, but also helps ensure the speaker can see
that you are focused and engaged. Instead of thinking about and mentally rehearsing what you
might say when the speaker is done, an active listener carefully considers the speaker’s words
and commits the information to memory.

HOW TO BECOME AN ACTIVE LISTENER

Here are a variety of active listening exercises you can use to help improve your interpersonal
communication skills

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 Paraphrase

Summarize the main point(s) of the message the speaker shared to show you fully understand
their meaning. This will also give the speaker an opportunity to clarify vague information or
expand their message. Example: “So what you’re saying is, your current content management
system no longer meets your teams’ technical needs because it doesn’t support large video
files.”

 Ask open-ended questions

Ask questions that show you’ve gathered the essence of what they’ve shared, and guides them
into sharing additional information. Make sure these questions cannot be answered with a simple
“yes” or “no.” Example: “You’re right - the onboarding procedure could use some updating.
What changes would you want to make to the process over the next six months?”

 Ask specific probing questions

Ask direct questions that guide the reader to provide more details about the information they’ve
shared or narrow down a broad subject or topic. Example: “Tell me more about your current
workload. Which of these projects is the most time-consuming?”

 Use short verbal affirmations

Short, positive statements will help the speaker feel more comfortable and show you’re engaged
and able to process the information they’re providing. Small verbal affirmations help you
continue the conversation without interrupting the speaker or disrupting their flow. Example: “I
understand.” “I see.” “Yes, that makes sense.” “I agree.”

 Display empathy

Make sure the speaker understands you’re able to recognize their emotions and share their
feelings. By showing compassion, rather than just feeling it, you’re able to connect with the
speaker and begin establishing a sense of mutual trust. Example: “I’m so sorry you’re dealing
with this problem. Let’s figure out some ways I can help.”

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 Share similar experiences

Discussing comparable situations will not only show the speaker you’ve successfully interpreted
their message, but it can also assist in building relationships. If the speaker has shared a problem,
providing input from how you solved similar challenges is valuable to others. Example: “I had
a tough time getting started with this program, too. But it gets much easier. After just a few
weeks, I felt completely comfortable using all the features.”

 Recall previously shared information

Try to remember key concepts, ideas or other critical points the speaker has shared with you in
the past. This demonstrates you’re not only listening to what they’re saying currently, but you’re
able to retain information and recall specific details. Example: “Last week you mentioned
adding a more senior coordinator to help with this account, and I think that’s a great idea.”

NON-VERBAL SIGNS OF ACTIVE LISTENING

 Nod

Offering the speaker a few simple nods show you understand what they’re saying. A nod is a
helpful, supportive cue, and doesn’t necessarily communicate that you agree with the speaker -
only that you’re able to process the meaning of their message.

 Smile

A small smile encourages a speaker to continue. However, unlike a nod, it communicates you
agree with their message or you’re happy about what they have to say. A smile can take the place
of a short verbal affirmation in helping to diffuse any tension and ensure the speaker feels
comfortable.

 Avoid distracted movements

Being still can communicate focus. To do this, try and avoid movements like glancing at your
watch or phone, audibly sighing, doodling or tapping a pen. You should also avoid exchanging

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verbal or non-verbal communications with others listening to the speaker. This can make the
speaker feel frustrated and uncomfortable.

 Maintain eye contact

Always keep your eyes on the speaker and avoid looking at other people or objects in the room.
Just be sure to keep your gaze natural, using nods and smiles to ensure you’re encouraging them
rather than making the speaker feel intimidated or uneasy.

VERBAL SIGNS OF ACTIVE LISTENING

 Positive Reinforcement

Although a strong signal of attentiveness, caution should be used when using positive verbal
reinforcement. Although some positive words of encouragement may be beneficial to the
speaker the listener should use them sparingly so as not to distract from what is being said
or place unnecessary emphasis on parts of the message.

Casual and frequent use of words and phrases, such as: ‘very good’, ‘yes’ or ‘indeed’ can become
irritating to the speaker.   It is usually better to elaborate and explain why you are agreeing with a
certain point.

 Remembering

The human mind is notoriously bad at remembering details, especially for any length of
time. However, remembering a few key points, or even the name of the speaker, can help to
reinforce that the messages sent have been received and understood i.e. listening has been
successful.  Remembering details, ideas and concepts from previous conversations proves that
attention was kept and is likely to encourage the speaker to continue.  During longer exchanges it
may be appropriate to make very brief notes to act as a memory jog when questioning or
clarifying later.

 Questioning

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The listener can demonstrate that they have been paying attention by asking relevant questions
and making statements that build or help to clarify what the speaker has said.  By asking relevant
questions the listener also helps to reinforce that they have an interest in what the speaker has
been saying.

 Reflection

Reflecting is closely repeating or paraphrasing what the speaker has said in order to show
comprehension.  Reflection is a powerful skill that can reinforce the message of the speaker and
demonstrate understanding.

 Clarification

Clarifying involves asking questions of the speaker to ensure that the correct message has been
received.  Clarification usually involves the use of open questions which enables the speaker to
expand on certain points as necessary.

 Summarization

Repeating a summary of what has been said back to the speaker is a technique used by the
listener to repeat what has been said in their own words. Summarizing involves taking the main
points of the received message and reiterating them in a logical and clear way, giving the speaker
chance to correct if necessary.

IMPORTANCE OF ACTIVE LISTENING

Here are several benefits of being an active listener:

 It helps you build connections.

Active listening helps others feel comfortable sharing information with you. When you
demonstrate your ability to sincerely listen to what others have to say, people will be more
interested in communicating with you on a regular basis. This can help open up opportunities to
collaborate with others, get work done quickly or start new projects. All of these things can help
lead you to success in your career.

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 It helps you build trust.

When people know they can speak freely to you without interruptions, judgment or unwelcome
interjections, they’ll be more likely to confide in you. This is especially helpful when meeting a
new customer or business contact with whom you want to develop a long-term working
relationship.

 It helps you identify and solve problems.

Actively listening to others will help you detect challenges and difficulties others are facing, or
problems within projects. The more quickly you’re able to spot these issues, the sooner you can
find a solution or create a plan to address it.

 It helps you increase your knowledge and understanding of various topics.

Great employees are always striving to learn something new and grow their knowledge base.
Because active listening helps you retain information, it will also help you better understand new
topics and remember what you’ve learned so you can apply it in the future.

 It helps you avoid missing critical information.

Because active listeners are highly engaged with the speaker, they’re able to recall specific
details. This is especially important when the speaker is proving instructions, training you on a
new process or delivering a message you’re responsible for passing along to others.

BARRIERS TO ACTIVE LISTENING SKILLS

Inadequate Active listening requires good language base so as to understand the speaker
Language Base clearly. Even if the listener attempts to participate in the process of
communication, if the language base is poor, it will act as a deterrent in active

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 listening. For example: Suppose a teacher gives lecture in English, but the
student is not fluent in English, so here inadequacy of language will act as a
barrier.

Partial Partial listening is when people are involved in multiple tasks at the same
Listening time, which distracts them easily.
For example: Suppose two people are talking on call, while one person is
saying, the other person is flipping the pages of a file or drinking water, so
there is lack of attention. Hence, as multitasking is done by the person,
important points of the conversations tend to be missed out.

Lack of Lack of interest in the topic of discussion is one of the major factors which
interest acts as a barrier to the active listening process. For example: If one person is
saying something to another person about politics, and the receiver is not at
all interested in it, so there are chances that he will not pay his attention to
what the speaker is saying.

Pre-judgement There are instances when a listener pre-judges or forms his/her opinion about
the speaker on the basis of his appearance, attire, accent, status, and
mannerism. However, these biases differ person by person.

Negativity Listener's metal, emotional and psychological perspective towards the

towards the speaker, also plays a major role in active listening. This is because, if a person
Speaker does not like the speaker or disapprove his ideas, then the chances of
distortion or misinterpretation of the message is quite high. For example:
Suppose the speaker and listener believe in different ideologies, so the
listeners usually exhibit animosity, and also continues to disagree with the
speaker's views.

Diffidence Lack of confidence results in diffidence. That is why many listeners tend to

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 understand their potential and decide beforehand that they won't be able to
understand what the other person is going to speak. This often affects the
process of communication.

Intolerance Some listeners are intolerant in nature, which may be because he/she is over
enthusiastic or impatient. And that is why he/she feels that speaker is slow in
communication. Hence, before the speaker could finish speaking, the listener
advances questions and also interrupts while he/she is speaking. And so, the
listener generally assumes everything in advance, which prevents him/her
from active listening.

Deep-rooted Some people are narrow minded, due to their so-called beliefs, judgement and
beliefs stereotypes. These beliefs are so strong that it works as a barrier to new ideas
and thoughts.

Passive Listening

Passive Listening means listening to the speaker during the communication but in an
unconscious manner. He/She sits quietly without responding to the speaker. It is silent and
patient listening, wherein the listener neither interrupts nor participates in the conversation.

This means that the listener is present physically, but may not be paying attention to the
speaker’s speech due to which the message is not absorbed by the listeners as well as he/she may
not be able to recall it in future. The causes of passive listening are:

 Tiredness
 Multitasking
 Disinterest
 Ill health

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WHO ARE PASSIVE LISTENERS?
Passive Listeners are the ones who listen to the message partially. Moreover, there is also
the absence of sensitivity to nuances, hidden meanings, nonverbal clues which are involved
in the communication.
Basically, what a passive listener do is they let the other person speak without any interruption or
clarification. Hence, communication with a passive listener is ineffective and incomplete.

KEY DIFFERENCES BETWEEN ACTIVE LISTENING AND PASSIVE LISTENING

The points stated below discuss the difference between active listening and passive listening:

 Active listening is when the listener in the communication absorbs all that is being spoken by
the speaker, as well as makes effort to verifies the facts by asking questions. On the other
hand, passive listening is when the listener is physically present during the presentation but
mentally absent, wherein all that is spoken by the speaker is heard by the listener but not
absorbed.
 While active listening is an interactive process, passive listening is a mechanical process.
 In active listening, the listener encourages the speaker to speak up further, by showing
interest in the conversation. As against, a passive listener often discourages the speaker by
not focusing on the listening process and showing boredom and disinterest on his face.
 Active listening is supported by nodding, eye contact, asking questions, if necessary, etc. On
the contrary, passive listening is denoted by ungainly posture or looking here and there, etc.
 Reaction or response plays a very important role in listening, it shows how attentive or keen
the listener is. In passive listening there is listening without reacting, however, it is not same
as hearing. In this the listener allows the speaker to speak without any interruption, as well as
not pays attention to the speaker’s speech. Conversely, active listening is characterized by
response or reaction on the part of the listener.
 Passive Listening is a one-way communication, as the listener or receiver does not provide
his/her feedback to the speaker. On the other hand, active listening is a two-way
communication which includes appropriate responses, which indicates that the listener is not
just hearing but also understanding, what the speaker is saying.

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 An active listener shows his keenness for information by asking more questions, offering
suggestions, agreeing or disagreeing with the thoughts of the speaker, whereas a passive
listener always wants the speaker to wrap up the topic as soon as possible, so he/she does not
lead the topic further by asking questions or offering suggestions.
 In active listening, the listener concentrates, understands, responds and remembers the
statement spoken by the speaker. In contrast, in passive listening, the listener is usually
engrossed in his/her own thoughts and does not pays attention to the speaker but only
pretends that he/she is listening.
 Non-verbal clues shown by an active listener are – change in facial expression, rolling of
eyes, showing interest by questioning or smiling, etc. On the other hand, passive listener
generally exhibits non-verbal clues such as yawning, looking here and there, showing
boredom, being silent etc.

GIVEN BELOW ARE SOME COMMON EXAMPLES OF ACTIVE LISTENING AND

PASSIVE LISTENING:

Active Listening Passive Listening

Group Discussion Watching TV while eating food.

Students asking questions from the teacher on the Listening to someone while operating
topic explained. mobile.

Job Interview Listening to the speaker during the

presentation.

THE PURPOSE/IMPORTANCE OF LISTENING SKILLS

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Listening serves a number of possible purposes, and the purpose of listening will depend on the
situation and the nature of the communication. Here are few purposes including:

 Listening skills make workers to be more productive, it allows workers to better understand
their assignments;
 Good listening skills help individuals to form a team base environment or peaceful state of
relating environment;
 It helps eliminate conflict, anger and resentment;
 Good communication reduces chances of miscommunication;
 It helps to understand the person and their situations;
 It builds trust and respects, for instance, people are more likely to come to you when they
feel trusted;
 It allows one to make sense of what another person is saying;
 It allows workers to build strong rapport with their colleagues;
 Non-verbal communication skills such as nodding your head, maintaining eye contact allows
the other person to know you are truly engaged in listening to him/her;
 To specifically focus on the messages being communicated, avoiding distractions and
preconceptions.
 To gain a full and accurate understanding into the speaker’s point of view and ideas.
 To critically assess what is being said.
 To observe the non-verbal signals accompanying what is being said to enhance
understanding.
 To show interest, concern and concentration.
 To encourage the speaker to communicate fully, openly and honestly.
 To develop a selflessness approach, putting the speaker first.
 To arrive at a shared and agreed understanding and acceptance of both sides’ views.

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CHAPTER THREE: WRITING SKILLS

WRITING
Writing is the process of using symbols (letters of alphabet, punctuation and spaces) to
communicate thoughts and ideas in readable form.

WRITING SKILLS
Writing skills include all the knowledge and abilities related to expressing ideas through
the written word. Knowing what situations call for different styles of writing and being able to
set an appropriate tone over text are both important writing skills that any person can use at
work.

TYPES OF WRITING SKILLS

 Expository Writing
Expository writing contains the word expose, so it exposes or set forth facts. Expository writing
firmly concentrates on advising or explaining things. In expository writing piece, topic will be

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introduced and laid out in a logical order without reference to the author’s personal opinions. For
instance, Textbook writing, essays etc.
 Persuasive Writing
The aim of persuasive writing is to influence/convince the reader to assume the author’s point of
view. The writer will express personal opinion in the piece and arm himself/herself with
evidence so that the reader will agree with him/her. It can be found in adverting opinion and
editorial pieces, reviews, job application etc. Example: Editorial page, Letter of complaint and so
on. 
 Narrative Writing
The purpose of Narrative writing is to tell a story, whether that the story is real or imaginary.
Pieces of writing in Narrative style will have characters, through narrative, the reader learns what
happens to them. Narrative style writing includes also dialogue. It can be found in all types of
fiction (novels, short story, poetry, biographies, human interest stories etc.
 Descriptive Writing
The aim descriptive writing is to help the reader visualize, in details a character, event, place or
all of these at once. In this form, a writer or an author envisions what he feels, what he notices,
taste and much more and describes intelligibly. Example, Poetry, Diary writing, advertising
journal and so on.

WHAT MAKES A GOOD WRITING?

 Correct spelling
 Clear punctuation
 Correct grammar
 Use of connectors
 Range of vocabulary
 Variety of sentence types
 Dividing the texts into paragraphs
 Awareness of purpose and audience
 Organization
 Coherence
 Cohesion

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 Correct style.

THE BEST WRITING SKILLS FOR EFFECTIVE WRITING

 Research

Research allows writers to find accurate information and best practices related to writing in a
particular style or about a particular piece of content. Writers often have to write about subjects
that they are not familiar with, so finding quality sources quickly is an important skill.

 Outlining

Outlining is creating a plan for the structure and flow of a piece of writing. Good writing needs
to have a logical structure in order to make sense to a reader. Your ability to organize sentences
and paragraphs in the most compelling way influences how others perceive you and understand
the point of your writing.

 Editing

After writing the first draft of your piece, you need to be able to edit. From checking an email for
spelling errors to re-writing a grant proposal, all writing should undergo some level of editing.
Editing involves reading your own writing from another perspective and considering how well it
suits your goals. When editing your own work, think about your word choice and tone, removing
any irrelevant phrases.

 Reading comprehension

Reading comprehension skills help you respond to prompts, reply to messages and learn about
new content. People use reading comprehension skills to assess the tone and main idea of a piece
of writing. Having good reading comprehension also helps you edit your own work by
determining if your point comes across from the perspective of a reader.

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 Time management

Time management is key when writing anything beyond a simple message or email. You should
be able to spend your time efficiently when writing and accurately plan for how long it will take
to write and edit your piece. Many writers over-edit their work and end up wasting time without
improving the quality of their writing, so a good writer must recognize when to step away from a
piece of writing.

HOW TO BECOME A BETTER WRITER

 Set goals

Before you begin writing, make sure you have a clear objective in mind. "What is the purpose of
this piece of writing?" "Is it informative?" "Persuasive?" "Critical?" If you decide in advance
what you want to accomplish, it will be much easier for you to keep your writing direct and to
the point.

 Be concise

In many industries, communicating information as quickly and efficiently as possible is a

priority. Before submitting a report or sending an email, try to eliminate any unnecessary words
or sentences. Adding excessive adjectives, repeating similar information or filling your writing
with "fluff" can distract your readers and lessen the impact of your message.

 Read often

The most effective way to increase your vocabulary and improve your use of grammar is to read
often. Find well-written books, articles or essays that appeal to you and are enjoyable to read. If
you dedicate time to reading skilled authors, you will find it easier to internalize and imitate their
skillful use of grammar, syntax and tone.

 Take notes

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When you are experimenting with ideas for a new written project, it may be helpful for you to
write out your ideas in a notebook or on a whiteboard. The act of writing down bullet lists or
keywords can help you organize your thoughts before you write.

 Practice, practice, practice

When it comes to writing, the key to genuine improvement is practice. The more you write, the
easier it will become. As you continue to write, you will begin to develop your own unique style
and writing process. Try to set aside time to write a little every day.

 Take active breaks

In some cases, you may find it impossible to move forward and complete the assignment. Instead
of forcing yourself to continue, try getting up and taking a walk around the office or even down
the street. A change of scenery can help relax your mind and renew your energy.

 Check your tone

Before you begin writing, give some thought to which tone you should use. A specific tone can
soften criticism, incite enthusiasm or prompt a desired reaction. Using tone to your advantage
can greatly increase the impact of your writing.

 Simplify

If you find yourself using complex vocabulary or technical jargon, try to simplify your message
and make it as easy to understand. In many cases, using common words and phrases will make
your message easier to process and remember. Communicating clearly and accurately is often of
the utmost importance when it comes to professional writing.

 Practice self-care

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Writing is a creative process and requires considerable mental focus. If you neglect your physical
or mental health, you will find it difficult to write efficiently. If you are working on a lengthy
writing project, be sure to take time to eat, drink and rest. In many cases, taking a self-care break
will help you rejuvenate your mind.

 Write drafts

Good writing is done in stages. Whenever possible, write a first draft that consists of getting all
the necessary information on the page or into a document. Then, take some time to read over it
and make edits. If you try to edit your writing as you go, you will likely slow yourself down and
may become frustrated by your lack of productivity.

 Create a routine

If writing is a regular part of your job description, it will benefit you to set a regular writing
routine. Make a checklist of things that you need before you start, create an outline of writing-
related tasks and follow a similar process each time you write.

 Set a timer

For many writers, setting manageable goals throughout the workday is the best way to maximize
their productivity. If you find yourself feeling exhausted or distracted after several hours of
writing, consider setting a timer that tells you when it is time to take a break.

You can also set a timer that tells you when to switch from one project to another. Redirecting
your focus or taking a brief break from a taxing project can help you budget your time and
conserve your mental energy.

 Limit distractions

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One of the most common challenges you will encounter as a writer is distraction. Most writing
takes mental focus which is easily affected by less-than-ideal surroundings. If your coworkers'
conversations are too loud, consider wearing headphones or playing music while you write.

 Use an editor

Even highly skilled writers benefit from asking someone else to edit their work. A second pair of
eyes will often catch simple mistakes or issues that escaped the author's notice. If you are guilty
of sending emails filled with typos or spelling errors, it may be a good idea to ask one of your
coworkers to read your messages before you press "send.”

 Read your work out loud

Reading out loud can also help you to eliminate repeated information and shorten unnecessarily
long paragraphs. If you are prone to overlooking mistakes in your writing, reading out loud could
be a beneficial addition to your self-editing process.

HOW TO WRITE A CURRICULUM VITAE OR RESUME

Curriculum vitae/Resume

It is defined as a document that is diligently written to show or to provide a summary of

someone’s personal data or credentials, academic background in a certain field and interest.
Curriculum vitae is always written alongside a job application letter to increase one’s chances of
winning the job opportunity. CV should be easy to read and provide brief information about your
education, skills and work experience. The following is how you can write a curriculum Vitae,
CV:

 Personal data or credentials

The first step of writing a good curriculum Vitae (CV) is by starting with the provision of hour
personal data or credentials that will show or tell the employers who you are. Write your full
name, contacts that include your active mobile numbers and email address, marital status, date of
birth, religion and nationality.

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 Profile

In the profile section, you must provide the employers with attributes that will make them
employ you like your values in the position you are applying for and your commitments to the
job and company.

 Employment/job/work experience

In this section you are expected to tell the employers about your achievements in past jobs and
the roles you played there before applying for the job. Remember that it is always advisable to
indicate a work experience that is related to the job you are applying for. However, do not
include this part in your CV if you don’t have any work experience.

 Education background

Indicate all levels of education attained in this section starting with the highest level attained to
the lowest providing the years attained. It is always advisable to include the grades attained
although it is a choice on whether to include them or not.

 Skills

In this part indicate other extra fields you are competent in apart from the needed qualifications
of the job like education merits. This could include a qualified driver, computer skill etc.

 Hobbies and interests

Hobbies and interests are not always necessarily needed to be included in the CV and therefore it
is your choice to include them or not. If you choose to write about your hobbies and interests,
always make sure they don’t conflict with your job of interest.

 Referees

These are people that the employers can contact to inquire them more about you and therefore it
is always advisable to put down those people you trust much as your referees. Remember to
provide their names and contacts.

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TYPES OF CURRICULUM VITAE

The following are types of CV:

 Functional or skill-based CV

This type of CV is good for fresher, because functional CV stresses more on the skills and
expertise a candidate has rather than work experience. However, candidates with little experience
and trying to switch should use this type of CV. This type is ideal for people who are looking for
a career change.

 Chronological CV

This type of CV presents your educational and work history arranged by dates. This type of CV
is most suitable for job hunters and preferred by most employers.

 Combination CV

This is an amalgam of both functional and chronological CVs. This type is preferred when a
candidate wants to make a long CV. This CV will include skills, expertise, educational
qualification and work experience.

 Creative CV

This CV is popular choice for candidates who are looking for jobs in creative fields like graphic
designing, media, marketing and brand consulting.

 Academic CV

This type is applicable or suitable when applying for post-graduation, doctoral degree, research
fellowship, leadership etc. It gives more emphasis on subjects studied, papers published and
details of research expertise projects undertaken. That include also teaching experience,

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professional associations, awards, grants and fellowships and licenses relevant to the post you
are applying for.

HOW TO WRITE APPLICATION OR COVER LETTER

Cover or application letter

Cover/application letter is a document sent with your resume/curriculum vitae to provide

additional information on your skills and experience. The following are steps of writing a
compelling Cover Letter or Application Letter:

 Start by listing your name and address

You should include a few pieces of information at the top of your cover letter.

 Include the date

Include the date of the day you are sending the letter. The date line should be separated from
your address and the recipient’s address.

 List the recipient’s name and address

After the date, you will list the recipient’s name and information. You can find these details by
looking at the company’s website or page.

 Open with an introduction

Start by introducing your cover letter with standard greeting like “Dear or hello”

 Indicate your intention and the position you are applying for

In your first paragraph, write an introductory paragraph that includes position you are applying
for; you should also include a statement about your enthusiasm in regards to the role you will
play for the company.

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 Write about your background achievements

In this second paragraph you should give a brief overview of your background relevant to the
position., that include key achievements, skills and specialties that make you suited to perform
well in the position.

 Focus on another reason why you are qualified

In your third paragraph, focus on key achievement or skill that is relevant to the position.
Instead of repeating details from your resume, expound on specific traits that display your fitness
for the role.

 Conclude with reasons why you are uniquely qualified

In your last paragraph, you should recap the reasons you are applying for this position and why
you would be great fit. Keep the conclusion brief and explain that you look forward to hear from
the employers.

 End with your signature

Finally sign your name after closing line like “sincerely” or “faithfully” or “best regards”

SIGNIFICANCE OF WRITING SKILLS

 Writing skills are important because they allow people to get a point across without being
physically present, for instance, writing a resume or cover letter;
 Many employers get their first impression of future employees through the writing skills they
display in their resume, cover letter and email communications.
 Writing skills influence the quality of your work and how others perceive your
professionalism, which can have a direct effect on your ability to get an interview and excel
at work.

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 Writing skills are transferrable, so developing a strong understanding of writing processes
allows you to maintain clear communication and accurate documentation in any workplace;
 It allows you to maintain clear communication and documentation in Any workplace.

CHAPTER FOUR: SPEAKING SKILLS

SPEAKING
Speaking is an act of making vocal sounds. We can say that speaking means to converse or
expressing one’s thoughts and feelings in spoken language. To speak often implies conveying
information. It may be from an informal remark to a scholarly presentation to a formal address.
Speaking is the productive skill in the oral mode. Speaking skills like the other skills, is more
complicated than it seems at first and involves more than just pronouncing words.

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SPEAKING SKILLS
Speaking Skills are abilities that give us the ability to communicate effectively. These skills
allow the speaker to convey his/her message in a passionate, thoughtful and convincing manner.
Speaking Skills also help to ensure that one won’t be misunderstood by those who are listening.

TYPES OF SPEAKING SKILLS

There are three types of writing skills that we practice daily:

 Interactive Speaking

It includes face to face conversations and telephone calls, in which we are alternatively listening
and speaking, and in which we have a chance to ask for clarification, repetition or slower speech
from our conversation partner.

 Partially interactive speaking

When giving a speech to a live audience where the conversation is that the audience does not
interrupt the speech, the speaker nevertheless can see the audience and judge from expression on
their faces and body language whether or not he/she is being understood.

 Non-interactive Speaking

Few speaking situations may be non-interactive, for instance, when recording a speech for a
radio broadcast.
VITAL SPEAKING SKILLS ONE NEEDS TO DEVELOP
It is common for all of us to speak a second language well. To do this, we need to know what
skills are required to become a good speaker. The following are some important skills you need
to develop:

 Fluency

Fluency is about how comfortable and confident you are in speaking a second language
(English). If you can speak for an extended period of time, that is an indicator of strong fluency.

36
It is also about showing clear connection between each point that you are trying to make. This
skill means that the listener can follow what you are saying and does not get lost.

 Vocabulary

Of course, if you don’t have words to say, then you cannot say it. Being a good speaker means
constantly growing your vocabulary. The more interesting words you know, the stronger your
speaking skills.

 Grammar

Grammar does matter and fewer mistakes you make, the better your speaking skill will be.
However, do not worry about making mistakes. A good speaker does not have to use perfect
grammar. It is good idea to make sure you have mastered the tenses.

 Pronunciation

Pronunciation is a complex area, with a lot of sub skills that can be practiced. The basic rule of
thumb is that an average speaker can speak and be understood.

ELEMENTS/ASPECTS OF EFFECTIVE SPEAKING

 The word you use,

When speaking, choose your words cautiously because the words you choose matters. It is
therefore important to choose carefully, especially when you are saying something important.

 Your voice

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

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 Non-verbal communication cues/signals

Your non-verbal communication cues such as body position, facial expression, eye contact, hand
movements, and tone of your voice matter a lot when speaking. Non-verbal cues convey how a
person is really felling when speaking.

PUBLIC SPEAKING

Speech Presentation

Speech Presentation is a publicly speaking to an audience with intent to inform, demonstrate,

explain and persuade. The presentation is normally written, then performed and include
introduction, a body consisting of main focal points and a conclusion.

THE PURPOSE OF A SPEECH

Speech typically serves four general purposes including:

 To inform,
 To persuade;
 To instruct
 Or to entertain.

By taking a setback to examine the general purposes of speech, a speaker reinforces his/her
thoughts and argue your case align to that general purpose.

CATEGORIES OF SPEECH

 Informative Speech

This type of speech is based on factual information, so it is presented in an objective manner to

increase awareness and understanding of a particular subject. A range of credible sources are
needed to substantiate the date provided in your speech presentation, for instance, many

38
presentative from health-related organization give informative speech presentation to spread
public awareness of various diseases and how to prevent them.

 Persuasive Speech

This type of speech is given to influence the audience in such a way to convince them to think or
believe. It can be based on factual information or opinion. The goal is to prompt the audience to
take action in some way, whether it is to purchase a product, sign a petition or to donate money
to a cause, for instance, politicians give speech to persuade citizens to vote for them in election
or salespeople deliver a speech to encourage consumers to buy their products.

 Motivational Speech

Motivational speech is highly emotional and given in all types of settings. Speakers seek to
arouse, encourage and stimulate an audience to enrich their personal or professional lives.
Corporation often hire motivational speakers to motivate employees to work harder, sell more or
perhaps take greater pride in their employer and job.

HOW TO OPEN SPEECH

 Quote, opening with a relevant quote can help set the tone for the rest of your speech.
 Powerful statement/phrase
 Question
 Silence

HOW TO END THE SPEECH

 Call your audience to take action, it is not enough to assure people but your message will
inspire people to take action;
 Refer back to the opening message;
 Close end with question;

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 Make it clear that you have finished, consider your ending speech with an additional
quotation

PROBLEM FACE IN PUBLIC SPEAKING

 Lack of confidence

If you don’t have confidence in yourself, you will risk alienating the audience being obviously
nervous is especially problematic because when we are nervous, listeners are more likely to
focus on negative vocal and visual cues.

 Lack of attention to audience

Make sure you know your audience, researching about their age, culture values and current level
of knowledge is essential to shaping the speech’s tone and content.

 Lack of organization

You can lose credibility by not spending enough time gathering and organizing material.
Conducting research about your audience, topic and source are preliminary steps in speech
presentation.

 Lack of preparedness

Practice the speech before delivery.

 Poor tine management

Run through the speech to ensure it meets time requirements. Many speakers run overtime
because they have not adequately researched and timed the delivery of their material.

INTERVIEW

Interview

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Interview is essentially a structured conversation where one participant asks questions, and the
other provides answers. Hence, interview refers to a one-on-one conversation between an
interviewer and interviewee. The interviewer asks questions to which the interviewee responds,
usually providing information. Interviews usually take place face -to- face and in person but the
parties may instead be separated geographically, as in video conferencing or telephone
interviews. Interviews can happen in a wide variety of context:

 Employment

A job interview is a formal consultation for evaluating the qualifications of the interviewee for
specific position. One type of job interview is a case interview in which the applicant is
presented with a question or task or challenge, and asked to resolve the situation.

 Psychology

Psychologists use a variety of interviewing methods and techniques to try to understand and help
their patients. In psychiatric interview, a psychiatrist or psychologist or nurse asks a battery of
questions to complete what is called a psychiatric assessment.

 Marketing and academic research

In marketing and academic research, interviews are used in a wide variety way as a method to do
extensive personality tests. Interviews are used mostly used in data collection in qualitative
research or interviews are used in marketing research as a tool that a firm may utilize to gain an
understanding of how consumers think about their products.

 Journalism and other media

Reporters covering a story in journalism conduct interviews over the phone and in person to gain
information for subsequent publication or broadcast.

TYPES OF INTERVIEWS

 Structured interview

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In this type, the interview is designed and detailed in advance. A structured interview is pre-
planned, accurate and consistent in hiring the candidates.

 Unstructured interview

This type of interview is unplanned one where the interview questionnaire is not prepared. Here,
the effectiveness of interview is very less and there is a tremendous waste of time and effort of
both the interviewer and interviewee.

 Group interview

In this type of interview, all the candidates or group of candidates are interviewed together. They
are conducted to save time when there is a large number of applications for few job vacancies. A
topic will be given to discuss among the candidates and the interviewer judges the
innovativeness and behavior of each candidate in the group.

 Depth interview

This interview is a semi-structured interview where candidates have to give a detailed

information about their education background, work experience, special interest etc. and
interviewer takes a depth interview and tries to in finding the expertise of the candidate.

 Stress interview

Stress interviews are conducted to discover how a candidate behaves in stressful conditions. The
interviewer will come to know whether the candidate can handle the demands of a complex job.
The candidate who maintains his composure during a stress interview is normally the right
person to handle a stressful job.

 Individual interview

In this type, the interview takes place face-to-face or one-on-one i.e., there will be a verbal and
visual interaction between two people, an interviewer and interviewee/candidate. This is a two-

42
way communication interview which helps in finding the right candidate for a vacant job
position.

 Informal interview

Such interviews are conducted in an informal way, i.e., the interview will be fixed without any
written communication and can be arranged at any place. There is no procedure of asking
questions in this type of interview, hence it will be a friendly kind of interview.

 Formal interview

This type is held in a formal way. i.e., the candidate will be intimated about the interview well in
advance and the interviewer plans and prepares questions for the interview. This is called a
planned interview.

 Panel interview

As the name indicates, is being conducted by a group of people. In this type of interview, three to
five members of the selection committee will be asking questions to the candidates on different
aspects. The final decision will be taken by all members of the panel collectively.

 Exit interview

Exit interviews are conducted for those employees who want to leave the organization. The
importance of the exit interview is to discover why an employee wants to leave his job.

PREPARATION FOR AN INTERVIEW

Preparing for an interview simply means taking time to thoughtfully consider your goals and
qualifications relative to the position and employer. The following are steps to prepare for an
interview:

 Carefully examine the job description

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During your prep work, you should use the employer’s posted job description as a guide. The job
description is a list of the qualifications, qualities and background the employer is looking for in
an ideal candidate. The more you align yourself with these details, the more the employer will be
able to see that you are qualified.

 Consider why you want the job and qualification

Before your interview, you should have a good understanding of why you want the job and why
you are qualified. You should be prepared to explain your interest in the opportunity and why
you are the best person for the role.

 Perform research on the company and role

Researching the company, you are applying to is an important part of preparing for an interview.
Not only will it help provide context for your interview conversations, but it will also help you
when preparing thoughtful questions. For instance, company role, products/service or culture
are crucial for your preparation for interview.

 Consider your answers to common interview questions

While you won’t be able to predict every question, you will be asked in an interview, there are
common questions you can plan answers for. You might consider developing an elevator pitch
that quickly describes who you are, what do you do, and what do you want etc.

 Research the job description and employer’s mission statement

Get into the right mind-set by reminding yourself what the job entails and reading the employer’s
mission statement, if it has one. Make a list of reasons why this job may be the right fit for your
career journey, such as the skills, experience and network you would gain.

 Be prepared to address gaps in your resume

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Make a list of anything in your resume that makes you feel nervous and prepare explanations for
gaps you may have in your experience.

 Practice practice, practice

Study some of the top questions that you may be asked. Practicing helps you to identify anything
that might distract you from the substance of what you have to say.

 Final preparations

Write down some thoughtful questions, and be prepared to ask them during or at the end of your
interview, this helps to combat nerves and visualize a successful interview.

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