Governance is about leadership, oversight, and consistent management in organizations. The decisions made by the governance body binds the organization together in reaching a targeted objective—in our case, the governance body has decided to improve the communication skillsets of IT employees, and has employed the services of this training guide. It is therefore fair to state that the development of communication starts budding with the seeds planted in the governance layer. The decisions undertaken trickle down from the governance through various layers of the organization to the targeted group—employees.

In fact, most enterprises these days have treaded this path with a documented communication policy that acts as a bible when it comes to communicating across mediums, roles, layers, vendors, and customers. To ensure that the elements of the policy are acted out, several communication-training sessions are held and feedback from managers obtained on a regular...