ABSTRACT
This chapter introduces the reader to a number of basic issues concerned with the definition, importance, methods, nature and skills of communication. The first section gives the definition of communication and describes the importance of communication. We then look at various methods of communication, namely written, oral, downward, upward, horizontal and formal communication. The chapter then proceeds to a discussion of communication and relationship-building skills. To communicate effectively, active listening, skilful responding, good oral and written communication, assertiveness and non-verbal communication skills are required. Skilful responding can take place by using questions, minimal encouragement, paraphrasing, clarification, reflection of feelings, summarizing and confrontation. Relationship-building requires self-disclosure and feedback, cooperation, trust, intercultural sensitivity, a service orientation, selfpresentation, social influence and conflict resolution. Finally, we look at how power and conflict could impact on organizations.
