Communication skills training and development: What is the state of the art?

Abstract

This exploratory/descriptive study investigates communication skills training provided by companies between 1998 and 2000 and perceptions of human resource practitioners (managers and trainers) as to the importance of specific communication training items. A communication-specific questionnaire, partially based on frameworks used by the American Society for Training and Development (ASTD) Industry Reports (1996--1999), Bureau of Labor Statistics Reports (BLS), and Human Performance Practices Surveys (HPPS) was developed. Fifteen communication training items were identified in terms of training provided (yes/no) and then rated on a Likert scale (1 = "not at all important" to 5 = "extremely important"). Populations targeted were the Fortune 500, Society of Human Resource Managers (SHRM), and companies voted "100 best to work for" (Fortune, 1999, Jan., p. 119). Mixed mode data collection consisted of postal mail, e-mail, and telephone surveys. The results showed that more than 50% of the total training provided by respondents is considered communication training. Significant differences were detected (.05 level) among the 15 items in amount and type of training provided and also on the importance criterion (mean score ratings). Significant differences were reported for gender on the items verbal and nonverbal communication, and for the collapsed categories interpersonal/group skills. Qualitative data (categories/themes), volunteered by respondents, indicated communication training used in practice and not listed on the communication questionnaire. Follow-up studies are recommended.