July 31, 2021

Unit I: obtaining and conveying d. Discuss rift among members

If your team members have personal issues with each other,
workplace communication try to help in resolving it by listening to everyone’s grievances.
Be sincere in talking to them. Make your team members feel secure
in sharing problems to you. Mediate if you can. Make sure to apply
Lesson 1 your active listening and understanding skills.

e. Keep a tight agenda

Always know what to talk about and when to talk about these
Indeed, communication is a vital part of being a team. However, there things. Do not deviate from your plans. Allot right timing for
are other people, besides your team, you also need to communicate everything. When in a meeting, provide your team members a
with. These are the appropriate sources. These are the people who detailed agenda of what you are going to talk about.
communicate relevant information with you, such as requests,
commands, and inquiries. f. Ask for questions from others
Check if things have been clear to everybody. Encourage
them to ask questions and clarify instructions.
A. INTERNAL SOURCES
- refer to the people who are already inside or are already
part of your company that you communicate with.
- This includes: Team Members and
Supervisor/Department Head
✓ Communicating with bosses, supervisors, and department
heads can be challenging especially if you feel very inferior to
B. EXTERNAL SOURCES them.
✓ However, communicating with them does not need to feel
- refer to the people outside your company you challenging or intimidating.
communicate with. ✓ Here are some tips to help you communicate with them
- This includes: Suppliers, Trade Personnel and Local effectively:
Government
• Go straight to the point. Do not say unnecessary things.
✓ These sources can either play the role of a sender or a receiver Respect their time.
of the message.
✓ Communicating effectively with your team builds a happy and • Show numbers and visual representations. When
healthy workplace. presenting numbers to your boss, do not just present them
✓ It makes the team more efficient and the work easier for in paragraph forms.
everyone. Whether dealing with agreeable or difficult
workmates, here are some tips to ensure effective • Schedule your appointment. Do not expect that they are
communication. always ready for an ambush talk. They are busy people
and their time is precious.
a. Take responsibility and be a good example
As the one who understands, take the responsibility of being the • Prepare your agenda. Before speaking to your boss, plan
model of what you want your members to be. Lead your team by what you need to say. Make a list. This will help you
setting a good example. remember all your concerns.

• Be solution-focused. When consulting problems, always

b. Adjust
Learn how to adjust depending on the personality of your
team members. Understand them by observing both their verbal and
nonverbal cues. Their personalities will affect how they would
respond and communicate.
c. Discuss communication issues
If there are problems in the workplace, talk directly to the ones
involved. Avoid sharing stories to those who are not involved in the
problem. Always talk things out and never let conflicts pass without
talking about it.
have a solution in mind.
✓ Communicating with your suppliers is as important as
communicating with your customers.
✓ It saves you from future problems regarding the services and
products provided to you. Keep in mind that you and your
suppliers need each other.
a. Specify what you want.
If you want a specific part of a chicken, or a specific size of
a vegetable, say it to your suppliers. Order exactly what you want
to get.
 b. Avoid jargon
Jargon are words that only you and those in your industry
understand. Make sure to give clear instructions and clarify
whether your suppliers understand them. For example, instead
of saying “I need a low-boy” say “I need a refrigerator that can be put
under the counter."
c. Talk as if they are customers
Just like making sure to have regular customers, it is also
important to make sure you have regular suppliers. Maintain good
relationship with them. Talk to them clearly, concisely, and politely.
d. Put things in paper
As much as possible, make transactions between you and
your suppliers legal. Have contracts if necessary. Write down your
agreements.
e. Communicate regularly
Once in a while, update your suppliers whether they are still
operational or whether they still have what you need. This will
save you from cramming on where to find other suppliers when they
fail.
Trade personnel
- are people skilled in a specific task.
- They provide services. Maintaining constant
communication with them is very important especially
when you depend on their services.
- Here are some tips to effectively communicating with trade
personnel:
1. Be precise with what you want. Most trade personnel
want to know what specific things they need to do for you.
2. Ask them how much time is needed to complete their
tasks.
3. Ask them what other things you need to prepare in
advance.
4. Do not be too demanding. Know their limitations.
✓ Communicating with the local government, especially
regarding legal matters, can be challenging.
✓ You need to go to different stages and offices, and talk to
different people. However, there will be instances wherein you
will be obliged to communicate with them.
✓ Here are some ways on how to communicate to local
government.
1. Be present in the different events that the local
government is organizing to be aware of the internal
processes that they do.
Example:
• Council annual planning
• Council consultations
• Other proposals
2. Directly talking to officials.
3. Monitoring of Local Government performance.
Lesson 2
✓ VOICE is the sound produced by your vocal organs and it
is affected by many factors such as pitch, volume, rate, quality,
etc.
✓ All these factors work together in order to deliver your message
well. Here are what you should consider in order to present
your voice:
• Pitch – the highness or lowness of your voice
• Volume – how loudly or softly you should speak
• Rate – the speed of your speech
• Intelligibility – if the message is understandable
• Articulation – using the tongue, teeth, palette, jaw, and
lips in order to produce vocal sound
• Pronunciation – form and accent of various syllable of a
word
• Accent – Inflection, tone, speech habits of a speaker
• Vocal expression – variety in voice which can be a
achieved by changing and appropriating the pitch, volume,
rate, as well as stressing certain words and phrases
• Monotony – should be avoided since it is lack of vocal
expression. This occurs when there is just a constant pitch,
volume, and rate.
✓ APPEARANCE play a major role in communicating effectively.
o It can boost an employee’s confidence
o it can also represent the image of the organization or
the industry where the employee works for
o maintain a good first impression; thus, it really is
something that should not be overlooked.
✓ Here are some tips in presenting a good physical appearance:
1. Consider the receiver of your message and the situation
• Always consider your audience and make sure that your
appearance fit their expectations. Dress appropriately.
Doing so would increase your credibility in delivering the
message.
2. Consider the topic and the purpose
• For example, the more serious your topic or purpose is, the
more formal you should dress. If there is also a set uniform
for a specific situation, you should adhere to these rules.
3. Do not be over the top
• Too much of something is never admirable. For example,
too much make-up or extreme clothing may distract your
audience instead of actually paying attention to you.
Besides these guidelines, here are some basic grooming tips that
you can apply in the workplace:
Uniform
o Complete uniform should be:
o Clean and wrinkle free
 o Replaced when they are no longer up to
o
standard
Worn properly
o Shoes and socks/stockings suitable for the job
o No missing button
Name Plate
o Should be worn at all times
o Worn on the left side of the chest
Hair
o Short and well-trimmed for males
o Tied up for females
o Must be natural colored
o With hairnet for females
o Clean and shaven beard for males
Nails
o Short and trimmed
o Nail without polish
o Must be cleaned regularly
Jewelry
o Only simple earrings for females is allowed
o No other jewelry except for wedding ring and
wrist watch
Make up
o Excessive make up is not allowed
o No visible tattoos are allowed
Odor
o Strong perfumes are not allowed
o Must use deodorant or antiperspirant daily.
Personal hygiene
o Take a bath before going to work
o Brush teeth regularly
o Hands and face must be washed regularly
Personal belongings
o Personal bags are not allowed in the work areas
o Mobile phones and gadgets are also not allowed
in the work areas
✓ POSTURE is referred to as how you position your body.
- it shows how confident and credible you are in
delivering your message.
- also depicts good nonverbal communication skills
. from your talk or to gain something positive from the
✓ face-to-face communication, display an upright stance and
squared shoulders to show confidence.
✓ When doing video calls or online meetings, sit properly. Sit
upright on a chair with squared shoulders as well.
✓ RIGHT ATTITUDE builds a team and makes a person more
agreeable in the workplace.
- It will make the people around you be more
comfortable in working with you; thus, productivity and
efficiency will be inevitable in the workplace.
✓ Here are some attitudes that you must embody in the
workplace:
• Respect for your workmates—may it be your superiors
or subordinates
• Enthusiasm in the workplace
• Commitment to the job
• Creative ideas
• Industriousness
• Genuine kindness
Lesson 3
STARTING CONVERSATIONS
✓ It is necessary to keep relationships in tact in the workplace.
✓ Executing and understanding opening statements are
necessary skills in the workplace.
✓ Learning this skill can leave a good impression to your co-
workers, while neglecting this skill may cause
misunderstanding and confusion in the workplace.
✓ Examples of Opening Statements:
• How are you?
• Have you eaten?
• Anything new today?
• Are you busy?
• What time do you finish work?
• Good morning!
• Nice to meet you.
• Where are you from?
✓ Suggestions when starting conversations:
1. Find common interests.
2. Listen well.
3. Relax.
4. Avoid gossip and controversies.
5. Be genuine.
CLOSING CONVERSATIONS
✓ If not done properly, your listener may be left hanging
and you can come off rudely.
✓ The key to concluding conversations is to make sure that
both you and the receiver enjoyed the conversation.
✓ You don’t want to make a customer feel unwanted
because he/she seemed like a boring conversation partner.
Instead, you would want someone to learn something
conversation.
✓ Examples of Concluding Statements:
• Thank you. I had a nice talk with you.
• Goodbye. I hope to talk with you again soon.
• Thank you for staying at Hotel Eleganza!
• Have a great time.
• I will call again to confirm. Thank you.
✓ Suggestions when ending conversations:
1. Be genuine.
2. Use appropriate closing remarks.
3. Be clear and direct. Do not be ambiguous.
4. End on a good note.
5. Avoid unnecessary comments.
✓ Do not be afraid to ask for clarifications especially when
there are things you do not understand.
✓ When you do understand a task, it is important to confirm
whether you have received the message effectively.
CONFIRM UNDERSTANDING
Use short messages or nonverbal language to communicate ✓ Expressing your interest
your understanding to your supervisor. • I love...
✓ Examples of short responses: • I like...
• Understood. • I enjoy...
• Yes, Sir/Ma’am. • I am into...
• Noted, Sir/Ma’am. • I am fond of...
✓ Nonverbal language to showing understanding of
simple requests ✓ Expressing your disinterest
1. Thumbs up You can use the negative forms of the verbs you used in expressing
2. Okay hand gestures your likes in order to show your dislike. For example:
3. Nodding your head • I am not into...
4. Doing the instruction correctly. • I am not fond of...
• I am tired of...
ASKING FOR REPETITION AND CLARIFICATION • Maybe you can improve on this...
Make sure to give yourself time to understand the instruction
first. Repeat the instruction to confirm, and if you still cannot - The most crucial part in agreeing or disagreeing is the way you
understand the instruction, ask for repetition of the request. deliver the statement.
✓ Examples: - Disagreeing should not come off as disagreeable or rude,
• Could you please repeat your order, Sir/Ma’am? and expressing likes or interest should not come off as fake.
• Sorry, I did not catch that. Would you care to repeat? - Be genuine when expressing that you like something, yet be
• Can we go over again, please? kind when expressing disinterest.
• I would like to confirm that you would want me to...
• So, I should be...
• What would you like me to do? Lesson 4

- Polite language is a good form of first impression. It will

make you appear more agreeable in the workplace. Failing to
use polite language when making requests will make you seem
rude or demanding.
- Using the words, “Please”, “Thank you”, “Will you…”, is
helpful in constructing polite statements.
✓ Example:
• May you please give this form to...
• I was wondering if I can have a glass of water, please.
• Thank you so much.
• May I have your name, please?
- Do not forget to express your gratitude when people respond
to your request. When you fail to affirm the person by
expressing your thanks, it may lead to negative feelings.
Saying even a simple “Thank you” can be uplifting to a person.
- How about those who do not respond to your request? There
will be times when some people would not agree or respond to
your request. However, the best way to address this is to still
approach them with kindness and professionalism.
- Different people have varying opinions, especially in the
workplace. You will encounter various people with different
likes, dislikes, and interests.
- helpful in dealing with your co-workers and avoid
misunderstanding and confusion.
- The present simple past tense is used in order to talk about
things you like or things that interest you.
- The present simple tense can also be used to express
dislike or discomfort toward a certain person, activity, or
situation. Whatever the likes or dislikes of your co-workers may
be, it is important to approach them kindly.
Here are some phrases or expressions that can assist you in
expressing your likes, dislikes, and interests:
Advantages
• Filing is less complex.
• Files cannot be tampered or edited illegally.
Disadvantages
• Files can be physically damaged due to fire, flooding
etc.
• Files can be slower and harder to access because they
need to be looked for manually.
• Files cannot be edited thus a new copy should be
produced when mistakes occur.
• Files may be out of order depending on who handles
them.
Advantages
• The texts are searchable thus the files are easier to
access
• Cost is cheaper because there is no need to buy
supplies like cabinets, folders, and papers.
• Files can be edited immediately and shared to people
even from distant places.
Disadvantages
• Confidential files can be hacked and accessed by
anyone.
• Accessing files may be complex especially to those
who do not know how to use computers.
- Information that has been collected and assessed for
relevance to the organization’s activities is usually stored for
future use, or passed on to another person for use within the
organization.
- These records must be stored in their correct place directly
after using them, so that they can easily be located when
needed again.
✓ Records are often stored for many years, so the storage
system needs to keep records in good condition, secure
and accessible. Your organization may have different
systems for storing:
• print documents
• electronic documents
• confidential documents
• archive documents.
✓ Archives are old documents that are kept in long-term
storage. These documents cannot be destroyed, for legal or
other reasons, before a specified date.
It should be kept confidential, and your organization will have
developed policies and procedures relating to storing and disclosing
of information, based on privacy legislation and regulations.
Information Storage Protocols
- The organization in which you work is responsible for the safe
and secure storage and handling of its documents and records.
This system must be supported by your organization’s policies
and procedures for documentation, methods of filing and
retrieval, release of information and maintenance of
confidentiality.
- Examples of relevant policies include:
• Record keeping policy
• Access policy for confidential information
• Record disposal policy
• Confidentiality policy
• Privacy policy
Legal and Operational Requirements
- The storage of most operational documents, and particularly
personal and case-related documents, is prescribed by
legislation or organizational protocol.
Using Databases
- DATABASE refers to any structured collection of data, for
example, sets of client records saved on a computer, or kept in
files or folders in a cabinet, or contact details or records kept on
an index card system.
▪ Protocols for naming files and storing them in appropriate
folders will enable other staff to locate and access the
documents they require.
▪ Regardless of its physical format, you still need to rely on
information being up-to-date and accurate. When access
to the database is open to many users, maintenance of the
data can be more difficult and critical.
▪ Strategies for ensuring accuracy of data need to be
formalized in a system. This system should be time-
efficient, simple to use and effective. All users need to be
educated regarding their responsibilities to ensure ongoing
maintenance
Unit II: completing relevant
work-related documents
Lesson 1
- DOCUMENTS are necessary to ensure formality and
record-keeping in the workplace. It can also demonstrate
the professionalism of an employee.
- Forms may include HR/Personnel forms, telephone
message forms, safety reports, etc.
Workplace Forms and Documents
Most business operations rely on complete and accurate
workplace documents for communication, information
management and record keeping. Your role may require you to
write emails and letters, and complete documents and reports
Determine authorizations and permissions
You might prepare documents to be signed by delegated
persons, or be authorized to sign certain documents yourself.
Some information is protected by privacy and confidentiality
policies that determine who can see it.
Identify any rules and formats that apply
Organizations are often specific about how to present formal
correspondence and case management notes, as well as
reporting and record keeping, including for legal purposes.
Workplace guidelines, templates and forms are often provided
to ensure that these tasks are completed correctly.
Check your information thoroughly
Misleading, incorrect or missing information is not only
frustrating for the people who process or refer to the
information; it could have client service, financial, duty of care
or reporting implications for which your organization is legally
liable. If you are in rural or regional areas, incorrect information
could delay important processes that could severely affect your
client. If you are unsure how to fill out forms or complete
documentation, always ask – don’t guess.
ADMINISTRATIVE PROTOCOLS
- A PROTOCOL is simply a set of rules that describe the
standard way to approach a task. Following administrative
protocols means that you perform tasks in accordance with
your organization’s policies, procedures, and expectations.
- Some of the areas covered by administrative protocols may
include:
• designated officers required to approve or sign a
document
• time frames set for completion or submission
• restrictions on who can access or use the information
• storage and archiving requirements
• obtaining comparative quotes for goods or services.
 COMMUNICATING YOUR MESSAGE 3. Inside address – State the complete name of the receiver of yur
message. If you can, also include his/her position in the
- The format you choose will be determined by the preference of organization. Also add the address of her organization.
your organization. 4. Salutation – Remember to use a colon ( : ) instead of a comma
( , ) since this is a business letter.
- pay particular attention to how well your document conveys
5. Body Text – State the reason why you are writing the letter. Do
your message, through:
not forget to use a professional and affirmative note when writing
the content of your letter.
✓ its purpose, message and audience 6. Closing/”Call to Action” – At the end, mention what your
✓ the layout of the information receiver needs to do or how to reach you should there be follow-
✓ use of headings and paragraphs to make the up questions.
document easy to read 7. Signature – End your letter with your signature. Use black or
✓ use of logos, disclaimers, privacy, and copyright blue ink only.
statements.
Guidelines in Writing a Business Letter
ORGANIZATIONAL POLICIES AND PROCEDURES 1. Use a professional tone and save chatty, lengthy, and casual
language for email. Business letters should be professional
- Procedures provide specific guidelines for completing a sounding, yet friendly.
task, such as filling out and submitting a form. The procedures 2. Be clear. Be straightforward when writing your letter. Avoid using
are normally based on organizational policy, which deals with jargon or words that will not be understood by your receiver.
broad issues, roles and functions relating to the specific 3. Organize your information well. Before writing your letter, you
area, such as case management, workplace safety or can write an outline first to organize information first.
purchasing. 4. Know your reader. Write the appropriate message for your
receiver. If they follow a style guide or guidelines in their
- If you are unsure of the policies or procedures that apply in your organization, use that format when writing your letter.
workplace, ask a more experienced co-worker to assist you, or 5. Do not forget your “call to action”. Do not let your reader
refer to your organization’s guidelines or manuals. Procedures hanging at the end. Let them know what they should do after
you must follow may be similar to the following examples: getting your letter. In addition to that, let them know how they can
reach you should they have follow-up questions.
• Most business operations rely on complete and accurate 6. Proofread! Check if there are any errors or information which
workplace documents for communication, information you forgot to add.
management and record keeping. Your role may require you to
write emails and letters, and complete documents and reports.
Letter of Insufficiency in Supply
• You might prepare documents to be signed by delegated
persons, or be authorized to sign certain documents
yourself. Some information is protected by privacy and
confidentiality policies that determine who can see it.
• Organizations are often specific about how to present formal
correspondence and case management notes, as well as
reporting and record keeping, including for legal purposes.
Workplace guidelines, templates and forms are often provided
to ensure that these tasks are completed correctly.
• Misleading, incorrect, or missing information is not only
frustrating for the people who process or refer to the
information; it could have client service, financial, duty of care
or reporting implications for which your organization is legally
liable. If you are in rural or regional areas, incorrect information
could delay important processes that could severely affect your
client. If you are unsure how to fill out forms or complete
documentation, always ask – don’t guess.

Lesson 2
FORMAL LETTER

BLOCK LETTER
The most commonly used format for business letters is the
Block format. In this format, all the parts are aligned left. Block
format uses single spacing.

Parts of a Business Letter

1. Date – State the month, date, and year that you wrote the letter.
2. Sender’s name and address – State your name and company
address. This part is sometimes no longer required when writing
business letters.
A MEMORANDUM is a workplace document intended to point out NOTICES are short formal documents that are sent to send
and resolve issues. urgent or important matters.

What a notice shall contain:

• Name of the issuing workplace or organization
• Date
• Eye-catching header
• Description of the header
• Purpose why it is written
1.) At the top of the page, type MEMORANDUM • Other important details
2.) TO: (Intended receiver)
3.) FROM: (Sender of the memo) Types of notices:
4.) CC: (Carbon Copy/ other secondary receivers) • Notice of an event
5.) DATE: (Date the memo is made) • Lost and Found notice
6.) SUBJECT: (The problem that needs to be addressed) • Notice about future tours, camps, or fairs
7.) In writing the body, skip the salutation.
8.) Introduce the problem in the first paragraph.
9.) Suggest the needed solutions.
Lesson 3
10.) Close the Memo with a warm note such as:
“I am looking forward to your response.”
11.) Sign your name below.
12.) Use Arial typeface unless your organization has a standard
format.
Our SOCIAL MEDIA ACCOUNTS represent us and we represent
our companies.
● Stay professional and polite.
● Don’t spread gossip and malicious content.
A CIRCULAR is a formal and official letter addressed to a group ● Don’t share personal information.
of people in the workplace, a department, or a whole ● Adhere to your organization’s social media policy
organization. ● When using social media as a workplace communication
tool, stay professional when chatting with others.
● You may talk informally if the conversation permits but
never forget to address people accordingly.
● Double check your messages or posts.
E-MAIL

ELECTRONIC MAIL (E-MAIL) is the most commonly used

medium of communication in the workplace especially when you
are communicating with people away from you. Here are some rules
when sending e-mails:

1. Always add a subject.

o Your subject should contain what your e-mail is about.
1.) Letter Indexing. The first line refers to the organizational level Make your subject sound professional. It should also be
and the second line refers to the specific department a circular clear and concise. Avoid using ALL CAPS as it may
is addressed to. look like you are shouting to the receiver.
2.) Date
3.) Receivers 2. Know the difference between the BCc and the Cc.
4.) Subject: (What the letter is all about) o BCc stands for Blind Carbon Copy
5.) Body - the email address of those you sent the message
6.) Sign off with “yours faithfully,” to will not be visible to others.
7.) Sender’s name and position - Use the BCc when the recipients do not each
other. This will ensure their privacy.
 o Cc stands for Carbon Copy.
- when you use the Cc, the e-mail addresses will
be seen by others.
- You can use the Cc when the recipients belong
to the same workplace. SHORT MESSAGE SERVICE (SMS) OR TEXT MESSAGING is one
of the most used mediums when doing business transactions.
3. Address the recipient properly. However, it must be utilized with care. Here are some guidelines
o Know your recipient. Know his/her full name and should you decide to use text messages to communicate with your
position. Add salutation. communication sources:

4. Compose your e-mail as if composing a formal letter.
o Take note of your proper capitalization, punctuations, and
grammar.
5. Be cautious when replying to all.
o Do not click reply to all if your message to a single
person is not relevant to others.
6. Check your attachments.
o If you have attachments, state it in your message.
Example:
- Attached in this e-mail is…
- Attached herewith...
o Rename the files before attaching it. Avoid sending files
with informal titles.
o Make sure there really is an attachment if you say so.
o If you are sending large files, ask permission first. If the
file is directed to the drive, also state it in your
e-mail.
1. Make sure that the message you are sending is appropriate
to send via SMS. As much as possible, it is more appropriate to
use email in the workplace. However, SMS can be used for
urgent requests or when you immediately need feedback.
2. Do not send messages after work hours. Do not call a client
to remind them of an appointment during the wee hours of the
night—may it be text or call.
3. Keep it short and simple. Also avoid use of abbreviations and
emoticons.
4. Use correct grammar and punctuation.
5. Write text messages as if you were writing a formal business
letter or email.

7. Include sign-offs before your name.

Example:
- Sincerely,
- Respectfully yours,
- Regards,

8. Limit your signature to 5-6 lines only.

A FACSIMILE OR FAX MACHINE is used to send a document

electronically to another fax machine. Fax machines operate on
phone network.

To send a document:
· You need to have a fax machine and a working telephone.
· Make sure your machine has ink (toner) and paper.
· Take the document you want to send and place it in the
feeder. Make sure it is placed properly in the correct direction.
· Dial the number you want to send the document to.
· Press send.

In receiving a document:
· Do not answer the phone when a fax document is being
sent.
· Set it to automatic if you want to receive a document