Procedia - Social and Behavioral Sciences 59 ( 2012 ) 71 – 76
1877-0428 © 2011 Published by Elsevier Ltd. Selection and/or peer reviewed under responsibility of the UKM Teaching and Learning Congress 2011
doi: 10.1016/j.sbspro.2012.09.247
UKM Teaching and Learning Congress 2011
Communication skills among university students
Zanaton Haji Iksan
a
*, Effendi Zakaria
a
, Tamby Subahan Mohd Meerah
a
,
Kamisah Osman
a
, Denise Koh Choon Lian
a
, Siti Nur Diyana Mahmud
a
& Pramela Krish
b
a
Faculty of Education, Universiti Kebangsaan Malaysia
b
School of Language Studies and Linguistics, Faculti of Social Science and Humanities, Universiti Kebangsaan Malaysia
Abstract
Communication skills is one of the elements of generic skills that are essential among university students. Through their years in
the university, students would have been exposed to situations, in and outside of the lecture halls, where they have to use their
communication skills, for example group assignments and class presentations. Therefore, the aim of this paper is to investigate
the level of communication skills among university students. Communication skills were measured via a self-administered
questionnaire and it assessed ten elements in communication skills, including oral, written and social behavior. The reliability of
the questionnaire was good, with r > 0.08 in each sub construct. The results of this study found that university students have
achieved good communication skills.
© 2011 Published by Elsevier Ltd. Selection and/or peer reviewed under responsibility of the UKM Teaching and Learning
Congress 2011.
Keyword:
Communication skills; generic skills; social communication, verbal and written communication, university students
1. Introduction
The university’s role in producing graduates in various fields to fulfill the market needs does not only focus on
academic achievement, but also on generic skills or “soft skills” required for them to compete in the global market.
Furthermore, employers now place great importance on generic skills and personality in choosing their future
employees. Therefore, local universities now explicitly state generic skills as a requirement in the program outcome
since 2008, consistent with “performance based curriculum” which started the same year.
Communication skills are components of generic skills that have been identified as a focus at the universities
(Kementerian Pengajian Tinggi Malaysia, 2006). Although generic skills encompass several elements, this study
would focussed on communication skills. Communication skills are important especially during the process of
seeking job. The new graduate would be tested on their communication during their job interviews. Therefore,
universities and faculties have to ensure that students are equipped with the ability to communicate clearly and
* Corresponding author. Tel.:+6-019-6004-627; Fax:+6-03-8925-4372
E-mail address
: naim@ukm.my
Available online at
www.sciencedirect.com
© 2011 Published by Elsevier Ltd. Selection and/or peer reviewed under responsibility of the UKM Teaching and
Learning Congress 2011
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Zanaton Haji Iksan et al. / Procedia - Social and Behavioral Sciences 59 ( 2012 ) 71 – 76
effectively. This article will discuss the aspects of communication skills that university students have to be equipped
with before they graduate.
2. Literature Review
Generally, communication can be defined as a process of exchanging information, from the person giving the
information through verbal and non-verbal methods, to the person receiving the information. The most common
method of communication is verbal, using a specific language where it is a two-way process, with feedback on the
message received. Communication also involves the exchange of ideas, opinions and information with a specific
objective. Apart from oral communication, information can also be exchanged using symbols or signage.
Communication has also been defined as sharing and giving meaning occurring at the same time through symbolic
interactions (Seiler & Beall, 2005). Communication has been said to start when a message or information is
transferred from the sender (the speaker, writer) to the receiver (listener, reader) through an instrument or channel,
and followed by the receiver giving feedback (coding and interpreting the information; Sulaiman Masri, 1997).
Based on these definitions, elements of communication include the person giving the information, the information
and feedback by the receiver, and the repetition of these processes creates knowledge development.
Previous research on communication skills among university students have been reported by Ihmeideh, Ahmad
and Dababneh (2010) and Cleland, Foster and Moffat (2005). They found that a positive communication
environment provides opportunities to students to learn how to communicate, and thus, have better communication
skills. Therefore, university students need to be given opportunities to communicate in order to be better prepared
for the job market after their studies. Communication is more effective if the receiver (of the information) can
understand and practice the skills. Further, communication will be more meaningful if the physical, spiritual and
social factors are taken into account during the communication process.
As a university student who is getting ready to start on their chosen career, he or she should take the opportunity
in any activities that developed communication skills in a wider and complete aspect so that communication skills
can be fully developed. Students need to put in effort to develop their communication skills to be able to succeed in
their chosen profession (Ihmeideh, et al. 2010). There are many types of communication skills, but generally it
involves oral and written skills. Mohd Helmi (2005) proposes that there are essentially three types of
communication, which are interpersonal communication, management communication (communication in a group),
and public communication (speech making).
The process of communication generally involves four elements, which are the speaker, the receiver,
communication channel and feedback. A few researchers have defined communication as verbal communication,
written communication, non-verbal communication, listening and giving feedback (Nur’ashiqin Najmuddin, 2010).
At the same time, Rodiah Idris (2010) proposes that communication as a non-verbal skill, giving feedback,
presenting ideas verbally and in written form, doing presentations and negotiating to achieve a goal and getting
support/agreement. In our globalized world, university students need to master communication skills in different
cultural contexts (Penbek, Yurdakul, & Cerit, 2009). Harlak et al. (2008) proposes that university students be
exposed to activities that can develop their communication skills starting from their first year at university. Hence,
universities must provide many more activities to develop the students’ communication skills in order to meet the
challenges of the globalized world. Therefore, the aim of this study was to investigate the level of communication
skills (oral, written and social skills) among local university students.
3. Methodology
The questionnaire was developed based on the available literature on communication skills and discussions
among researchers in the team. The constructs of communication skills (oral skills, written skills and social skills) in
this paper was determined based on the definitions of communication discussed earlier. Every construct was
measured based on a few sub-construct that was intern measured by a number of items. Participants responded a
five-point likert scale: strongly disagree, disagree, slightly disagree, agree and strongly agree. The completed
questionnaire was then sent to three experts in the field of communication for validation. The validated
questionnaire was then pilot tested among students which not in the final year, and the Alpha Cronbach of each
construct and its corresponding sub-construct, is shown in Table 1.
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Table 1. The Alpha Cronbach for each construct
Construct
Sub-Construct
Number of
items
Alpha
Verbal
Communication
Skills (V)
-presenting ideas verbally
3
0.87
-understands what was heard
4
0.82
-giving feedback
4
0.87
-presentation
5
0.89
Written
Communication
Skills (W)
-presenting ideas in written
form
4
0.91
-giving feedback in written
form
5
0.85
Social
Communication
Skills (S)
-negotiating to get agreement
4
0.88
-Communicating to people from
different cultures
4
0.90
-Communicating in different
languages
4
0.81
-Communicating humbly
6
0.90
Total
43
The Alpha Cronbach of each sub-constructs is between 0.81 – 0.91. This shows good internal reliability. The
questionnaire was distributed to a total of 533 final year students at Universiti Kebangsaan Malaysia (UKM) who
were randomly selected. Data from the questionnaire was analyzed using SPSS (Version 11.5). Frequencies,
percentages and means were reported for each sub-construct. (Mean range 0-1.67 was categorized as low skill; mean
range 1.68-3.34 was categorized as having average skills and mean range 2.25-5.00 was categorized as having good
skills.
4. Findings and Discussion
A total of 533 final year students from UKM were recruited in this study. The demographic details of the
respondents are shown in Table 2.
Table 2. Demographic details of respondents
Demographic
Frequency
Percent (%)
Sex
Male
186
34.90
Female
347
65.10
Age
20-25 years
395
74.10
> 26 Years
138
25.89
Education Level
Undergraduate
484
91.15
Post graduate
47
8.85
Discipline
Social Science
254
47.65
Science
144
27.02
Medicine
135
25.33
Generally, all respondents have studied at UKM for three to four years. They have completed various activities
and assignments that contributed to the development of their communication skills, which was explicitly or
implicitly planned by the university and the individual lecturers. Therefore, students should demonstrate good skills
in all sub-constructs of communication skills. Figure 1 shows the level of skills in each sub-construct of
communication skills.
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Zanaton Haji Iksan et al. / Procedia - Social and Behavioral Sciences 59 ( 2012 ) 71 – 76
Figure 1. Level of communication skills for each sub-category
4.1 Verbal Communication
This research focuses on verbal communication skills, written skills and social skills. Based on Figure 1, it can be
concluded that final year students from UKM have good communication skills, with the mean ranging from 3.89 to
4.09. Looking at the sub-constructs, the social skills have the highest score, followed by verbal communication
skills, and written skills. Around 20.0 – 27.3% of the respondents were found to have low listening skills, written
skills, and presentation skills and make conclusions while communicating with others.
Verbal communication skills can be developed and nurtured through activities such as presentations, open
discussions in a class or group. Further, verbal communication skills can also be practised outside of the classroom
through interviews. The sub-construct “
presenting ideas verbally
” have the lowest mean (3.89) compared to other
sub-constructs although it should be the skill most used by students during tutorials, group discussions and
presentations.
Verbal communication needs two parties to work at the same time, while one is presenting his/her ideas, the other
must listen and give feedback. This skill also did not have a very high mean score (3.90). Listening skills can be
presented as showing interest and attention to what is being said although not necessarily showing agreement.
Students need to show a readiness to listen and give attention while other people are talking and giving
presentations. With that, they will be able to remember what has been presented, identify the key issues and give
meaning to what was presented. The listener must also be able to appreciate the thoughts and feeling of the one
giving the information.
Presentation is an academic activity that is used often in class. The results showed that students can do
presentations confidently using current technologies. Apart from that, the presenter needs to have public speaking
skills.
4.2 Written Communication
Written communication skills have a high mean score (3.94). This aspect of communication skills was developed
through completing written assignments and reports through their academic program at the university. Good written
communication skills are measured through the clarity of the writing, the flow of the arguments, using simple and
easy to understand sentences, and written using academic writing style. A written communication also involved two
parties, with the receiver giving feedback, but they do not necessarily have to communicate at the same time. Giving
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written feedback can be measured through the ability to translate an idea and give meaning through written work. At
the university level, written information should be in multiple languages, specifically English and Bahasa Melayu
(BM). This study found that the level of competency to communicate (verbally and written form) in English was
lower compared to the competency to communicate in BM [BI (85.10%): BM (92.05%)]. This result is consistent
with the findings of Masita Misdi et al. (2010), where she reported that the level of competency in the English
Language among students at institutions of higher learning in Malaysia is not satisfactory.
4.3 Social Communication
The third construct of communication skills is social communication. There are four sub-constructs for social
communication, which are negotiating, language, culture and be politeness. The sub-construct
negotiates
need the
students to be able to discuss in various languages and cultural settings. This type of communication must be carried
out humbly and politely. This can be practised during group discussion for a group project or assignment that
consists of group members from different social and cultural background. Students need to discuss and negotiate the
course of the project where everyone agrees upon. Another skill that is important in being able to communicate is to
be able to initiate a discussion, able to take criticism, giving cooperation and able to make concise conclusions on
the discussions. This study found that negotiating skills still need to be improved among university students,
compared to the sub-construct culture, language and be politeness. Social communication also involves
interpersonal communication, which is the ability to conduct face-to-face interactions. This type of communication
involves the ability to cooperate and negotiate with people from different background (Ihmeideh et al. 2010). This
type of communication also involves social management skills.
Although the overall communication skills among university students are good, there are still certain aspects that
are not up to the expectations of potential employers (Masitah Misdi, et al. 2010). Therefore, skills under a few sub-
constructs that need to be improved. Communication skills should be cultivated in every course and lecturers must
play a more significant. Lecturers must give constructive feedback on students’ presentations and communication
skills wherever possible. On the other hand, students must actively participate in every activity that develops their
communication skills.
Ilmeideh et al. (2010) reported that the attitudes towards communication skills among university students are
high. This means that it is easier for universities to develop their communication skills through appropriate
activities. Positive environments for communication provide opportunities for students to practise their
communication skills and participate in active learning. With this, lecturers should create as many learning activities
as possible to stimulate the provide opportunity for students to practice and horn their communication skills.
5. Conclusion
The constructs and sub-constructs of communication skills are skills that students should equip themselves with
before they venture into the working world. These three skills can be combined and incorporated into the learning
process. Students not only get to develop their communication skills through discussions and presentations in class,
but also get to familiarize with communication situations in the real world. Therefore, we must all keep pushing and
improving ourselves to help our university students to develop and horn their communication skills that is essential
towards their future career development.
Acknowledgements
We would like to thank Universiti Kebangsaan Malaysia for providing the research grant UKM-PTS-125-2010.
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