At the end of this unit, you should be able to:

1.    Examine the basic principles of communication;

2.    Identify and apply the different skills needed to communicate properly;
3.    Value importance of active listening and understanding in facilitating
communication;
4.    Integrate critical thinking in decision making in the workplace; and
5.    Evaluate different hindrances to communication; and
6.    Develop positive strategies in addressing communication hindrances.

Welcome to the first module of the Communication Integrated with 21st Century Skills
Course.  This module is entitled "Receiving and Responding to Workplace
Communication."  In this module, we will be covering the basics of communication and
why it is crucial in creating an ideal workplace environment. 
For the first part of this module, we will be talking about following routine spoken
messages. You can expect to learn the basics of communication and its context in the
workplace after accomplishing this unit. Knowing the fundamentals of communication
will hopefully aid you in knowing which areas of your communication skills should be
improved. Of course, it's not enough to just know the concepts, so for the second part of
this module, we will tackle: "Performing workplace duties following written notices."
This module will hopefully help-not just in transforming you to a communicator who can
respond, but a communicator who can genuinely understand. 

Communication is the process of exchanging information and ideas through different

modes. Human communication does not only refer to the exchange of words but also to
the interaction between two or more persons. This involves a sender of the message
and a receiver who interprets the message.

In this lesson, we would be talking about communication and how knowing about the
processes of communication could help in creating a more efficient and effective
workplace environment.
Communication is a systemic process of people interacting with and through symbols
in order to create, share, and interpret meanings. It is referred to as a process because
its beginning and end are hard to identify. It can also take place in different modes.
Modes refer to the way by which communication can be expressed.

In order for communication to take place, two main actors work together. They are
called the sender and the receiver. Being able to send the message to a receiver does
not guarantee a successful communication process. Effective communication takes
place when the sender receives a feedback or response that he initially wanted the
receiver to have.
Meanwhile, workplace communication is defined as the process of information
exchange, may it be through verbal, nonverbal, or written communication, within an
organization. A workplace is identified by employees from different cultures and
backgrounds. Given these differences, effective communication is crucial to unite
employees and ensure that all workplace processes are properly done.

Communication is essential for every employee to function and interact properly.

Managers and supervisors need communication in order to adapt and give feedback to
their employees. Communication is required in developing business plans and carrying
out workplace tasks. In addition to that, it is need to communicate with various
communication sources such as team members, supervisors, industry bodies, trade
personnel, etc.

Effective workplace communication guarantees that all processes needed in an

organization are properly executed. Effective communication increases productivity and
efficiency in the workplace. Without it, unwanted error and mistakes may occur.

This course would hopefully help you in developing your communication skills in
order to give you advantage whether it may be in finding employment
opportunities or in interacting with your current workplace set-up.

Shannon and Weaver Communication Model

There are many communication models. For this lesson, we will be getting an idea from
Shannon and Weaver’s model of communication. Through understanding the
components of the communication process, workers can know what area to improve on
and contribute to successful and effective communication flow in the workplace.
Parts of the Communication Model
Like any other process, the communication process also has parts or elements.
Namely:

 Source – One who sends or delivers a

message. One who initiates the
communication process. The source can
also be called as the sender or author.
The source plays a crucial role in the
process, because if the source failed to
deliver the message properly, then the
entire communication process may fail.
 Message – Transformed thoughts into a
form (i.e. voice, audio, text, signals, etc.)
that the source sends to the receiver. It is
the information that the source wants to
transmit.
  Channel – Type of medium used to send
messages between the source and the
receiver.

 Receiver – One who receives the

message. The communication process is
considered successful when the receiver
responds the way the source intended. Like
the source, a receiver’s role is   vital in the
communication process. He or she must
also be active and intentional in receiving
messages. In that way, the receiver can
respond the correct way.
However, the communication process does not end there. The effect of the
message and the feedback of the receiver should also be noted in order to know
the result of the communication process.

Effect – Response of the receiver after getting

the message from the source

Feedback – An important product of the

communication process. It tells the source how
effective the selected message and channel are
upon the receiver. Furthermore, it allows the
source to adjust the communication process so
that it is more effective. Feedback confirms
whether there is mutual understanding between
the source and the receiver. Without it, the
source would not know if understanding took
place.
The communication process is not always ideal. Sometimes, interference can also
occur when the source sends a message. This is called:

Noise – Disruptions in the communication

process. In the workplace, noise can be
common especially when unfamiliar people
communicate with each other.
Later on, we will identify noises that hinder effective communication in the workplace.
Verbal communication refers to the mode of communication that involves speaking. It occurs when you
speak or when you use words. This includes face-to-face communication and communicating through a
medium such as:

● Telephone

● Cellphone

● Video calls or conference calls

Meanwhile, nonverbal communication refers to non-speech type of communication. It is

any type of communication that does not include spoken word.

It can refer to the way we say the words, surroundings that may affect communication,
objects, patterns, and more.

Remaining in silence or not responding at all is also a form of nonverbal communication.

So, when it is quiet, it does not necessarily mean that communication is not taking
place. Silence can also mean something.

Written communication refers to communicating through writing:

●     Letters

●     E-mails

●     Text messages

●     Writing memorandum

●     Etc.
Importance of Workplace Communication
Communication is essential because it ensures that you can properly explain your
thoughts in in the workplace. When you can explain your ideas, you can achieve your
personal and professional goals, as well as, better relate to your workmates. It is the
key to your success, may it be in the workplace, being part of the community, or in
whatever place or situation you are. For businesses and organizations, all employees
must be able to communicate may it be through verbal or nonverbal communication.

In addition to that, communication is necessary in a workplace because it ensures:

●     Unity - Good communication creates a strong foundation in building relationships

and uniting the team members.

●     Sharing - Good communication establishes an open environment where team

members can share their ideas easily.

●     Professionalism - Good communication can help individuals develop positivity and

professionalism.

●     Good Output - A team with good communication produces good outputs.

Topic 5: Skills You Need to Communicate

Properly

Everything you do in the workplace results from communication. However, people are
not necessarily born with exceptional communication skills. Like any other ability,
communication is learned and improved through repeated practice.

Therefore, to communicate effectively, here are some skills that you need to learn and
hone. Later on, we will be diving deeper on how these specific skills could be improved.

Listening – referred to as an active, complex processes that include being mindful,

physically receiving messages, selecting and organizing information, interpreting,
responding, and remembering.

Speaking – speaking happens when you make vocal sounds. It can also mean to talk,
converse, express one’s thoughts through verbal language.

Critical Thinking – the ability to think clearly and make informed decisions. It needs to
execute reflective and independent thinking.
Empathetic Skills – empathy involves a deep sensitivity to recall, relive, and tap on the
feelings and experiences of others. When you gain understanding of others’ feelings,
every member of the workplace is able to see themselves more clearly.

Empathy can be demonstrated when:

 Restating
 Clarifying
 Questioning
 Interpreting
 Confronting
 Reflecting feelings
 Supporting
 Facilitating
 Initiating
 Setting goals
 Evaluating
 Suggesting/Giving feedback
 Blocking 

Listening
Introduction

When we talk about communication, people have the tendency to only focus on the
talking part.  However, talking is just a small part of communication. It’s not even
the greatest component of communication. Effective communication entails active
listening and understanding. However, the reality is that people pay less attention to
listening and tend to focus on speaking.

 
This lesson will be focusing on developing your active listening skills in order to make
you better communicators. Furthermore, this lesson would help you in knowing why
listening is important to becoming effective communicators.

Topic 1: Hearing vs. Listening

Is there a difference between hearing and listening?

Hearing is referred to as the physiological process that happens when the brain
distinguishes sound waves. Meanwhile, listening refers to the process of receiving,
attending to, making meaning, and responding to messages.

Hearing is the process, listening is when you intentionally hear and try to understand the
message. In the workplace, you are expected to not just hear, but to listen.

Why is it important to listen?

Listening is a very important skill because the way you listen affects your effectivity and
efficiency in your job. Instead of talking more, we should practice listening more in the
workplace. Active listening lets you hear what was delivered verbally, as well non
verbally. Listening is important especially in getting instructions.

Active listening is not just hearing, but also understanding the meaning behind the
message. Active listening entails a lot of focusing because it requires the listener to
repeat in his/her own mind what the speaker is saying.

 
Facts about listening
Here are some facts about listening:
Stages of the Listening Process

1. Receiving - listening to both verbal and nonverbal messages.

2. Understanding - processing and extracting meaning.
3. Evaluating - balancing options, deciphering whether what you heard is the truth, or
whether it is important or not.
4. Remembering - transfer from the short-term memory to the long-term memory
5. Responding - giving of feedback. 

Source: DeVito, J. A. (2000). The elements of public speaking (7th ed.). New York, NY:

Longman.

There are two main types of barriers to listening: external and internal obstacles. Take
note of these challenges, so you could identify these issues and hopefully overcome
them to listen better in the workplace.
 

External
 Message overload – This occurs when there is an overwhelming amount of message.
When there are too many messages, it makes it harder to focus on one message. It can
also happen when you communicate with using two channels at a time. For example,
talking on the phone while writing an e-mail.
 Message complexity – When a job gets harder, of course the descriptions necessary to
do the job gets more complicated. Thus, there will be times that it would be harder to
follow. Message complexity refers to situations where a message is too complicated to
understand.
 Environmental distractions – Finally, the surroundings can also affect listening. When
the environment is noisy, it could be harder to listen.

Internal
 Preoccupation – When there are many thoughts or concerns in your head, it would be
quite harder to listen to someone talk.
 Prejudgments – Initial judgement of a person or a situation also makes it harder to
listen. When you already have a preconceived idea about someone or your co-worker,
you might assume that it is no longer necessary to listen to his or her ideas.
 Lack of effort – Because active listening requires active effort, some are unable or
unwilling to intentionally listen.
 Difficulty in adjusting to communication style – Different people communicate
differently. Thus, there are some people who are easier to understand, and some will be
quite challenging.

Whatever the issue you face in when it comes to listening, active listening and
understanding entails conscious effort. You really need to try in attending,
understanding, remembering, evaluating, and responding to a message in order to
show that you are an effective listener.

Attentive listeners will try to remove environmental distractions such as televisions,

phones, or laptops when talking to someone.

Source: Wood, J. T. (2011). Communication in our lives. Cengage Learning.

opic 4: Active Listening Strategies
Strategies to develop active listening skills
 

Here are some strategies that can aid you in every step of the listening process:

1.    Attending – intentionally understanding by focusing on the speaker and the

message

  Be physically, mentally, and emotionally prepared to listen to the other speaker.
 Remove physical or mental distractions (i.e. noise, distracting thoughts, etc.)
 Defer judgment and hear the speaker out.
 Discover what learning you can take home from the speaker.

2.    Understanding – Accurately representing the message

 Identify the main idea and major points of the message.

 Do not be afraid to ask questions.
 Summarize your understanding.
 Observe nonverbal cues.

  

3.    Remembering – Ability to retain and recall information.

 Repeat the message to confirm understanding.

 Make use of mnemonic devices. This tool associates special words or statements with
longer information.
 Take notes. You can only remember 20-30% of what you hear. Taking down notes is
very important especially when you want to remember details, or when you are receiving
instructions.

4.    Evaluating – Determining whether the message is trustworthy by critically

analyzing it.

Here are some important questions you can ask when evaluating a message. Asking
these questions would help you in evaluating whether you should accept the message
as true:

 What are the facts that support the statement?

 Is the information connected to the main idea?
  Are there contradictions to the statement?

Source: Verderber, R., Sellnow, D., & Verderber, K. (2014). The challenge of effective

speaking in a digital age. Nelson Education.

Lesson 3: Speaking
Introduction

The ability to speak properly is a very important skill as well. It is necessary that you
know what to say to different people in different circumstances.

You should also learn what and how to respond to people talking to you.

This lesson will hopefully aid you in developing and improving your workplace speaking
skills.

Three Types of Speaking:

1.    Interactive – participants alternately speak and listen.

Ex. face-to-face conversations, telephone calls, group meetings

2.    Partially interactive – only the speaker speaks and the feedback is the audience’s
attentiveness, small gestures like nodding, etc.

Ex. giving a speech to a large audience

3.    Non-interactive – the audience cannot interact immediately.

Ex. Radio/Television broadcast

Types of Conversations
Besides the types of speaking that were discussed earlier, it is a reality that you will also
be communicating with varying work groups in the workplace. It is important for you to
be prepared should you encounter and talk to different numbers of people. Here are
some forms of conversation that you may encounter in the workplace:
1.    One-on-One Conversations 

One-on-one conversations is a structured conversation where in two people exchange

information. Examples of one-on-one conversations is communicating with your
supervisor when presenting a report.

2.      Small Group Conversations

Three or more people who communicate in order to reach a common goal. They
consider themselves as interdependent—as somehow needing one another.

3.    Large Group Communication

Group communication is referred to as information or message exchange with people

who share the same values and are culturally, linguistically, or geographically alike.

Source: 

Burton, G., & Dimbleby, R. (2002). More than words: An introduction to communication.

Routledge.

Suárez Vilagran, M. D. M. (2008). Four language skills: speaking. Retrieved

from: http://diposit.ub.edu/dspace/bitstream/2445/21326/1/4%20skills%20-
%20speaking.pdf

Topic 2: Guidelines in Speaking

Speak Appropriately

entails using language that will not offend your listeners.

1.    Relevance

It answers the question, “What does it have to do with me?” The person you are talking to will be more interested on your stories if it something that he
or she can relate to. Most of the time, listeners want to hear something that is timely to them, something that is related to their work, and something that
is useful to them.

2.    Common ground

Finding out related knowledge, background, information, and shared experiences that your audience can relate to. Setting common ground can be
done by using “we”.

3.    Linguistic sensitivity

It is using language that is respectful of others and not offensive to them. To be linguistically sensitive, make sure to use appropriate words for a
specifc industry. Avoid offensive humor, profanity, and vulgarity. Make sure that the words you use are also culturally appropriate.

Speak Accurately
Use of words that tell the meaning you initially intended. Make
sure that when you speak it is understandable, in the right
context, and gives off a positive and neutral tone.

Speak Clearly
1.    Use specific language – using precise words that will not
make your message ambiguous.

2.    Avoid jargon – Jargon refers to technical terms that are used

by a specific trade or profession.

3.    Avoid slang – Slang refers to words or vocabulary that are

used by a specific group or culture. Overusing slang and jargon
may also hinder clarity. Never assume that all people can
understand jargon and slang just because it is common to you.
Source: Verderber, R., Sellnow, D., & Verderber, K. (2014). The challenge of effective
speaking in a digital age. Nelson Education.

Topic 3: Showing Confidence When Speaking

When you speak confidently, you increase the credibility and effectiveness of your
message. However, there are some instances that people get anxious or nervous
whenever they communicate. These instances can also be referred to as
communication apprehension. Although getting nervous is normal and natural, too much
can hinder the flow of messages.

Here are some tips you can remember when you get communication apprehension:

1.    Have a positive mindset

When you let your mind be preoccupied with anxious thoughts, it may hinder you more
in communicating effectively. Instead, think of it as a natural occurrence that can be
resolved.

2.    Use positive help talk

In industries where you would have to communicate with larger groups (i.e. hotels,
restaurants, etc.), you can use positive help talk when you feel nervous. Affirming words
such as “I can do this,” or “I can guide these customers,” can gelp you in
communicating.

3.    Do positive visualization

Positive visualization is a technique used to reduce anxiety when speaking. It is done by

simply visualizing or picturing that you are communicating effectively. In the workplace,
it can be applied when someone pictures that he or she is doing well with a
presentation.

4.    Practice!
Like any other skill, effective speaking skills can be honed through constant practice.
Try speaking in front of the mirror before delivering a presentation or talking to a client.
It can really improve your skills.

Introduction

Nonverbal communication is all forms of communication that does not use spoken
words. It may include the way we utter words, the surroundings affecting the message,
objects that influence personal preferences, etc.

Topic 1: Categories of Nonverbal Communication

Nonverbal communication includes all speech elements other than the use of words
themselves. 

Nonverbal communication can be categorized into:

1.    Body Signal – Also known as kinesics and are nonverbal signals of the body.

Example: Shaking hands, slumping posture, peace sign

2.    Object signals – Nonverbal messages identified through physical objects. These

are also known as artifacts.

Example: Clutter on the table, picture frames on the workplace table

3.    Space signal – Also known as proxemics. It can also be sent by use of personal
space.

Example: Distance when you talk to your boss in the workplace, distance of office chairs
and tables

4.    Time signal – Also known as chronemics and identified by time actions.

Example: Being punctual or late to work

5.    Touch signal – Also called as haptics. These are nonverbal messages executed
through touch.
Example: Patting someone on the back, touching someone

Source: Mehrabian, A. (2017). Nonverbal communication. Routledge.

Topic 2: Guidelines for Improving Nonverbal

Communication

1.    Monitor your nonverbal communication

Be cautious of your nonverbal communication. Think about its proper use and how it
would affect the people you are directing it to. Also ask yourself the kind of vibe or
image it gives off to other people.

2.    Interpret others’ nonverbal communication cautiously

Just as how you monitor your own nonverbal communication, be wary of other people’s
nonverbal cues too. Do their nonverbal cues show that they are interested on what you
are saying?

In addition to that, we should also be careful in generalizing nonverbal cues. We cannot

conclude that a particular behavior means to specific people in a particular context.

3.    Be mindful of space

As discussed in the previous topic, space can also be a form of nonverbal

communication. In order to effectively communicate nonverbally in the workplace, take
note of people’s personal space.

Source: Wood, J. T. (2011). Communication in our lives. Cengage Learning.

Lesson 5: Questioning
Introduction

Another important skill is questioning. When you ask relevant questions, it gives the
idea that you want to know and understand more. There are different types of
questions. You have to know when to use these types of questions appropriately.

Topic 1: What is Questioning?

Questions are defined as statements used to clarify information or to get details.
Questions are also used in order to request for information that can encourage your
audience or listeners to think and search for answers related to the topics.

Questioning is important in the workplace because it can be used to clarify

understanding. In addition to that, questioning also:

 Develops critical thinking skills

 Increases cuiriosity
 Evaluate understanding
 Encourages discussion
 Encourages employees to seek information on their own
 Reviews and summarizes topics
  Develops problem solving skills

Topic 2: Types of Questions

1.) Closed-Ended Questions

Questions that are answerable by YES or NO

Example: “Were you able to finish the report I asked you to do?”

2.) Open-Ended Questions

Questions that cannot be simply answered by YES or NO. It requires a longer

explanation.

Example: “Why were you not able to finish the report I asked you to do?”

3.) Funnel Questions

Set of questions that begin with a broad, general question which is followed by more
specific questions.

Example: “Can you tell me more about that place?”

4.) Probing Questions

Questions that are asked to elicit more details. These are done by asking up to 5 whys
until you get to the bottom.

Example: Your customer does not want to pay for the dish he ordered.
5.) Leading Questions

Leading questions are questions that make the respondent answer in the way you want
them to. These questions are commonly used for persuasion. Because of this, you
should be very cautious in asking and answering this type of question.

Example: "Would you say that you are extremely satisfied with our care?"

6.) Rhetorical Questions

These are questions that do not need any answer at all. They are just statements in
question form and are commonly used to make a point.

Example: "Can we do better next time?"

Topic 3: The Art of Questioning

It is not enough to simply enough to know the different types of questions. Questioning
is not just for getting information or for just getting tasks done. Questioning can actually
engage or interest your audience or listeners. Through effective questioning, one can
shift from concrete and factual thinking to more analytical and evaluative thinking. In
addition to that, it also promotes reasoning, problem solving, and evaluation. Through
questioning, critical thinking skills are also developed. It promotes higher thinking in the
workplace.

The art of questioning can be very beneficial when in group meetings or when in
brainstorming meetings.

Here are some principles that you can apply when initiating effective questioning:

1.    Actively involve everyone by distributing questions

o When in a brainstorming or group meeting, allow everybody to involved in

questioning.

2.    Balance factual, and though-provoking questions.

 o Make sure to balance out closed-ended questions and open-ended questions.

3.    Promote answering completely and encourage feedback.

o When asking questions, give the listener or the team sufficient time to give their
answers and feedback.

4.    Personalize questions.

o Another suggestion when conducting effective questioning is personalizing

questions. Try asking situational questions such as, “Let’s say you were
confronted with this situation...”

5.    Collaborate!

o Suggest ways on how you can collaborate with one another to address the
question ot situation.

Lesson 6: Critical Thinking and

Decision Making
Topic 1: Critical Thinking Skills

Critical thinking refers to the way of thinking by analyzing, assessing, and reconstructing
the thought. It is the thorough pondering of ideas.

Here are several critical thinking skills you can use in the workplace:

1.)   Analyzing – separating a whole thought into parts.

2.)   Applying Standards – judging according to personal, professional, or societal

standards.

3.)   Discriminating – identifying similarities and differences, then classifying things.

4.)   Information seeking – searching for evidences and other details related to a specific
problem to further elaborate.

5.)   Logical reasoning – making reasonable conclusions from justified evidences.

6.)   Predicting – foretelling a plan and its possible consequences.

7.)   Transforming knowledge – changing the form of information to make it more
understandable.

Why should you think critically?

Critical thinking is needed before giving feedback. One needs to make sure that a
message is thoroughly processed or thought of before delivering it to the intended
person. Critical thinking ensures that no unnecessary comments or feedback are thrown
in the workplace.

Finally, critical thinking allows an employee to relate better to the experiences of others.
Because of this skill, an employee gets to perform well with other people—and perform
well in the workplace, in general.

Topic 2: Problem Sensitivity and Social Perceptiveness

Social Perceptiveness is referred to as being aware of what your co-workers are

thinking through observation. It is being aware of the reactions of others and
understanding why they react that way. It is the ability to sense not only sense the
verbal cues—but also the nonverbal cues of your co-workers. Meanwhile, problem
sensitivity is being aware when something is wrong or is likely to go wrong.
 

Nowadays, companies and organizations prefer to have employees who are not
necessarily smarter, but employees who possess high socioemotional skills. Social
perceptiveness and problem sensitivity are some of the socioemotional skills considered
to be crucial in career development.

When you are socially perceptive, you know what to do when people react in a way that
you did not expect. For example, you can determine if someone is already feeling
uncomfortable in a situation.

Here are some tips that you can do in order to develop problem sensitivity and
social perceptiveness:

1.)   Become a better listener

2.)   Be aware of people’s background and preferences

3.)   Focus on nonverbal cues

Topic 3: Creative Problem Solving

Have you encountered an issue in the office that felt too difficult? Perhaps you have
been loaded with too much workload that you no longer have an idea where to begin.
You can still improve your performance in the workplace by practicing the creative
problem solving model.
 
Challenges and obstacles will be a mundane part of the office life. However, you do no
have to stress over it. Creative Problem Solving can be used in order to make balanced
decisions and choosing the right course of action.
Creative Problem Solving Model

Here are the steps in doing the creative problem solving model:

First, clarify or identify the problem. Next, ideate or formulate a plan to address the situation.
Afterwards, develop the necessary strategies needed to address the problem. And
finally, implement or apply these strategies.

Lesson 7: Empathetic Skills

Introduction
Empathy is being able to genuinely relate to the feelings, emotions, and thoughts of
others. It involves being sensitive to others and the ability to step into someone’s shoes
to understand them.

Empathy is important in the workplace because it is a way of showing respect to a co-worker

and to show care instead of just simply following rules and regulations. Empathy skills
strengthens leadership and camaraderie of a team.

Topic 1: Empathetic Skills

Empathy is referred to as being able to relate to the feelings, thoughts, and emotions of
your co-employees in the workplace. Though it may sound like a soft skill, empathy is a
necessary skill in fostering team work in the workplace. Thus, many employers prefer to
hire employees who possess this skill.
Empathetic Skills
The following skills below are identified as group leadership skills by Corey in his book,
Theory and Practice of Group Counseling. However, these skills can also be applied in
the workplace. In addition to that, the skills stated below can also indicate or show your
respect and empathy towards your colleagues in the workplace.

Like any other skills, these skills can be learned and honed.

Here are some empathetic skills that you should apply in the workplace:

Active Listening Paying total or complete attention to a speaker and

being attentive of both verbal and nonverbal cues.
Restating Repeating or reaffirming what a speaker said. This can
also be an extension of active listening.
Clarifying Responding to confusing aspects of a message.
Summarizing Summing up important elements of a discussion in order
provide continuity and give direction to a session.
Questioning Used to elicit further discussion, stimulate thinking, and
gather information about a topic or subject.
Interpreting Offering possible reasons for occurring thoughts,
behaviors, and feelings.
Confronting Pointing conflicting words or verbal messages that may
 have hurt a team member. Encourages honest evaluation
and awareness of self.
Reflecting Feelings Communicating understanding of feelings. It is letting
members feel that they are heard and understood.
Supporting Giving affirmation to team members to create an
agreeable atmosphere in the workplace.
Initiating Encouraging participation among group members by letting
them lead.

Suggesting Providing advice and information to group members in order

to improve workplace processes.

Modeling Demonstrating ideal behaviors to group in order to lead

an example.

Source: Corey, G. (2004). Theory and Practice of Group counseling 6th. CA:

Brooks/Cole-Thomson Learning.

Lesson 8: Hindrances to
Communication
Topic 1: Hindrances to Communication

Going back to the model, as you can see, the idea of noise is included. Noise is
anything that prevents the receiver to obtain the whole message sent by the sender.

Noise may come in different forms:

Physical Noise 
refers to the everyday environmental noise that disrupts the messages such as low
telephone volume, a distracting seatmate, or the the sound of vehicles.
Physiological impairment such as deafness or blindness may also be considered as
physical noise.

Semantic Noise 
refers to when a sender and a receiver interprets words in different ways. Syntactical,
organizational, and cultural noises are kinds of semantic noise.

Syntactical Noise are mistakes in grammar and tenses that elicits different

interpretations.

Organizational Noise are mistakes in the structure of the message that create

confusion. It can be unclear or badly stated directions that can confuse a receiver.

Cultural Noise are inconsistencies in the meaning due to cultural barriers.

Example: For Arabians, the nodding of the head signifies disagreement while for the
Filipinos, it signifies an approval.
Psychological Noise
refers to thoughts and feelings that can distract a person from fully understanding a
sender’s message. It can be bias, anger, strong emotions etc.

Topic 2: Managing Hindrances to Communication

To get rid of noise that cause misunderstanding, the receiver of the message should
also do his/her part in receiving the intended message. Truly, effective communication
is a collaborative effort between the sender and the receiver.

There are many factors to consider when addressing barriers to communication. First,
you should identify what type of noise is at present. Is it physical? Semantic? Or
psychological? Then from there, you can identify the right type of intervention for that
kind of noise.

Managing Physical Noise

 Look for the source of the noise.
 Remove physical sources of noise such as mobile phones, computers, etc.
 Close windows and doors to eliminate environmental noise, if necessary.
Managing Semantic Noise
Semantic Noise occurs when words or language are interpreted the wrong way. In the
context of the workplace, this can commonly occur when handling written
communication requirements. Thus, here are some tips to manage semantic noise:

 Consider the length of your messages. Make sure that the length of your messages is
appropriate for your audience.
 Do not write in rush. When writing an important e-mail or presentation, really set time to
create the content.
 Proofread.
 Consult others. If uncertain on use of terminologies, spelling, words, etc., do not hesitate
to ask a co-worker about it. It is better to consult with others first than to have semantic
noise later.

Managing Psychological Noise

 Be an active listener. Sometimes, the answer to misunderstandings in the workplace is
to simply listen. When you listen and not just attempt to hear out an issue, you may find
the solution to the problem.
 Focus on the issue, not the person. Do not take things personally. Think critically before
solving matters at hand. Solve problems than to attempt to bring down a person.
 Ask questions and clarify.
 Do not jump to conclusions.
 Be genuine.
 Be open.

In the next modules, we will discuss how to better and effectively communicate with
different communication sources that you will encounter in the workplace.

Source: Overcoming communication barriers. (n.d.). Retrieved November 28, 2018,

from https://www.icas.com/professional-development/overcoming-communication-
barriers
Topic 3: Successful Communication in Difficult
Situations
Difficult situations can also be a form of noise or a hindrance to successful
communication in the workplace. There will be times where in you will need to talk or
coordinate with people who are difficult to communicate with, especially when it comes
to sensitive issues.

Remember that success in communication is not winning an argument, but being able
to resolve conflicts by empathizing with others.

Here are some strategies that you can take note when faced with such situations:

People who are angry…

Anger is a result of frustration, loss, or hurt. To reduce anger, empathize and reduce
these emotions by clarifying or restating the message.

 I’m sorry that the system seems unfair to you.

 I’m sorry this happened to you.
 That must be hard to deal with.

People who listen and then say, “Yeah, but…”

There will also be people who—no matter what you suggestions or offers you say—will
try to contradict you. There will be instances where in your ideas will never work out for
them. When you determine this kind of person in the team, try to talk to him/her
personally and let him/her know how it makes you feel.

Ex. “When you tell me that none of my ideas work out for you, I feel kind of frustrated
because I don’t know wthat else to suggest. Would you mind telling me what we can do
both better?”

People who want you to provide all the answers

Finally, there will also be people who would want to you to provide all the solutions and
answers without thinking for possible interventions first. Encountering these
personalities may come off as frustrating to you when it always occurs. This can be
addressed by asking open ended questions, instead of simply keeping silent.
  “How about you? Do you have any suggestions as to how we can address this?”
 “What are your thoughts on this?”

Source: Harris, M. J. (2006). Communication and Problem Solving. California: California

Childcare Health Program. Retrieved from:
https://cchp.ucsf.edu/sites/g/files/tkssra181/f/6_CCHA_Communication_0406_FNL.pdf

Lesson 1: Workplace Etiquette

Introduction
Work etiquette is a set of rules or expectations expected in the workplace. This
ensures that everyone’s rights and personal space are protected, as well as, ensuring
that everything that happens in the workplace is in its proper place. Whatever your
position may be in the workplace, it is important to follow the following work etiquette.

Interactions are important in the workplace. It is impossible to perform workplace duties

without communicating with your officemates. However, the workplace will require
certain expectation as to how you behave and perform certain workplace tasks.

For this unit, we will be discussing the different attitudes and actions that are expected of you in
the workplace such as work etiquette and common organization guidelines.

Topic 1: Face-to-Face Etiquette

When it is your first time to meet someone, you can
follow these tips:
 Stand up. Establish eye contact. Smile.
 Shake his/her hands or greet him/her if necessary.
 Introduce yourself if necessary.

When talking to someone, remember these:

 Speak at a right pace. Not too fast or not too slow.
  Do not ignore others who are also present.
 Do not discuss work solely. You can ask how is he/she feeling once in a while.
 Nonverbal communication matters. Maintain eye contact and avoid mannerisms.
 Consider proxemics. Proxemics is defined as how people view or use space in order to
achieve communication goals.

 Avoid sensitive conversations and negative personal comments.

 Avoid looking at your mobile phone.
 Say thank you.

When in a meeting, remember these:

 As a participant in the meeting, you should be aware of your responsibilities.
 Encourage everyone to express their views by showing them you are willing to listen.
 Be prompt. As much as possible, start and end the meeting based on your schedule.
 Respect each other’s’ views and opinions.
 Participate and encourage others to participate as well.

In a meeting, it usual to have a clash of ideas. You may think that you have the brightest
idea but others might have different opinions on the matter. When this happens, do not
take things personally. Consider this a constructive comment. Keep in mind that not
everything you want to happen can happen at the time you want it to. Do not let your
ego lead you into saying harsh words or remarks.

Topic 2: Mediated Communication Etiquette

Receiving Telephone Calls

 1. Answer the phone immediately. As much as possible do not let it ring more than four times.
2. Be courteous in greeting people.
3. Immediately ask their reason for calling.
4. Speak properly to the caller. If you do not know the answer to their callers, know who to refer
them to.
5. Tell them properly before putting them on hold or making them wait.
6. End the call politely.

Some guidelines:
 Speak clearly, audibly, and politely.
 Use your normal tone of voice. Avoiding speaking too loudly and too soft.
 Do not eat or drink while talking.
 Do not use slang words and jargons.
 Address the caller properly.
 Focus on the call and listen carefully to what the caller is saying.

Guidelines in Using a Two-Way Radio

1. Two-way radios use a one-at-a-time system of communication. When you press the talk button,
no one else in your group can speak or be heard.
2. Identify yourself and who you are talking to when you share a common radio channel.
3. Be clear and concise. Use short messages only.
4. After pressing the button, pause before speaking. There may possibly be a short delay before
the radio transmits sound.
5. Use phonetic alphabet and radio language when using two-way radio
Phonetic Alphabet

Radio Language:
o "Over" - I've finished speaking.
o "Say again" - Repeat your last message.
o "Stand by" - I acknowledge your transmission, but I can't respond right now.
o "Go ahead" - I can respond, go ahead with your message.
o "Roger" - Message received and understood.
o "Affirmative" or "Negative" - Yes / No
o "Out" - Conversation is finished. The channel is clear for other users.
Topic 3: Written Communication Etiquette

Aside from the telephone and radio etiquette, there are also some protocols you need to
follow when communicating through writing and handling written documents.

Six Steps to Good Writing

1. Be clear about your purpose.

 Analyze and assess the information that you will include in your written work. Identify the
key issues and really determine the most relevant topics to discuss.

2. Outline what you need to say.

 Outlines produce well-crafted outputs. It’s better to have all your details and topics laid
before you before diving into writing immediately.

3. Create a draft.

 Here are some questions you can answer while creating your draft:
o Who is my audience?
 o What are my objectives?
o What do I want them to take home from my document?

4. Revise.

 You can seek the advice of your other co-workers or your supervisors if there is anything
you need to revise from your work.

5. Type the final draft.

6. Proofread.

Letter Writing Strategies - Neutral or Good News Letters

 Identify the request or inquiry in the subject line when writing e-mails.
 Open with a short inquiry and shirt backgrounder.
 Indicate if there is a need to respond.
 Be courteous and friendly.
 Be specific. Most organizations will not have time to read through your entire message,
so be clear and concise.
 Close by saying what you can do for the reader and what you want the reader to do.

Letter Writing Strategies – Order Refusal Letters

 Start by acknowledging the order.
 List out the factors explaining your decision.
 Be clear and courteous when refusing.
 Close with a positive, courteous paragraph.

Saying “No” or Declining Invitations

 Start with a neutral opening.
 Give a positive explanation why you chose to refuse.
 Say “no” corteously.
 Close the letter with a positive language.
Topic 3: Written Communication Etiquette
Seven Cs of Documentation
1.    Clear – can be easily understood by the reader.

2.    Concise – conveys everything even with minimum words.

3.    Complete – includes all necessary information.

4.    Correct – includes accurate and well-detailed information.

5.    Corteous – starts and ends off on a polite tone.

6.    Clean – there are no corrections, may it be in physical or digital form.

7.    Checked – material is checked and free from error.

Lesson 2: Organizational Guidelines
Introduction

Organizational Guidelines are a set of rules, principles, or policies that an organization follows.

It is designed to have a uniform mindset within the workplace and to ensure that every worker
follows the same procedure in the workplace. Organizational guidelines may include information
documentation procedures, company guidelines and procedures, standard operating procedures
(SOPs), organizational manuals, Departmental Policies and Procedures Manual, Service Manual.

◄ LESSON 1: WORKPLACE ETIQUETTE

Topic 1: Common Rules in the Workplace

1. Punch in and out of time. If you are late for work, your pay will be deducted
accordingly.

2. If you must be absent or late, inform your supervisor before work begins.

3. Use equipment carefully. Keep work area neat and orderly. Do not forget to put
supplies and equipment to their proper places before going home.

4. Obey safety rules and signs. Wear proper safety clothes. If there are any accidents,
report it to your supervisor immediately.

5. Come to work with clean clothes and clean body.

6. If you don’t understand, do not be afraid to ask. Mistakes are expensive and can
cause delays.

On Attendance
Attendance is a very important aspect of the workplace because it displays your
commitment to the job. Excuses should be valid and its urgency should be determined
in lieu of the work that you will leave in the case that you will absent yourself.

There are two (2) types of reasons:

1. EMERGENCY REASONS -- this type of reason is usually accidental and does not

happen all the time. You are usually allowed to absent if circumstances permit you to
attend to the emergency. Otherwise, you have to stay and continue your work.
Emergencies happening before going to work should be brought to the attention of the
immediate supervisor at least 3 hours before work time begins.
2. SPECIAL OCCASIONS -- these are usually planned activities and can not be taken as
emergencies. You are required to inform your boss at least two (2) weeks ahead of time
about this schedule. To some extent, permission is granted depending on the discretion
of your boss.

Skipping yourself from work without giving notice to and without permission from your boss will
declare you AWOL  - Absent Without Official Leave. If you continue to be AWOL, you will
consequently get fired or terminated. Getting another job would be very difficult because you
have acquired a BAD ATTENDANCE RECORD. Show your commitment to your job by
appearing regularly and consistently at work.

opic 2: Unwritten Rules

Besides the tips stated above, here are more tips that you should remember when in
the workplace. These are rules which are already expected from you whether you are a
new or an old employee.