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COMPETENCY - BASED LEARNING MATERIALS

Sector: AUTOMOTIVE AND LAND TRANSPORT SECTOR

Qualification Title: DRIVING NC II

Unit of Competency: Participate in Workplace Communication

Module Title : Participating in Workplace Communication

LIST OF COMPETENCIES
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No. Unit of Competency Module Title Code

Participate in Participating in
Workplace Workplace
1. 500311105
Communication Communication

2. Work in Team Environment Working in Team Environment 500311106

3. Practice career professionalism Practice career professionalism 500311107

Practice occupational health and Practice occupational health and

safety procedures safety procedures

4. 500311108
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LEARNING OUTCOME SUMMARY

QUALIFICATION/LEVEL: DRIVING NCII

Unit of Competency: PARTICIPATE IN WORKPLACE COMMUNICATION

Modules Title: PARTICIPATING IN WORKPLACE

COMMUNICATION

Module Descriptor: This unit covers the knowledge, skills and attitude required
to gather, interpret and convey information response to
workplace requirements.

Nominal Duration: 4 Hours

Summary of Learning Outcomes:

LO1. Obtain and convey workplace information

LO2. Participate in workplace meetings and discussions

LO3. Complete relevant work related documents

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DETAILS OF LEARNING OUTCOME

LEARNING OUTCOME 1.1 Obtain and convey workplace information

CONTENTS:
• Effective communication
• Different modes of communication
ASSESSMENT CRITERIA:
1. Specific and relevant information is accessed from appropriate sources
2. Effective questioning, active listening and speaking skills are used to gather and convey information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate non- verbal communication is used
5. Appropriate lines of communication with supervisors and colleagues are identified and followed
6. Defined workplace procedures for the location and storage of information are used
7. Personal interaction is carried out clearly and concisely

CONDITIONS:(Tools, equipment, s/m, references/materials)

• Cblm
• Lms
• Fax
• machine
• Telephone
• Writing materials
• Internet
METHODOLOGIES:
• Reading instructional materials thru online using the LMS

• Synchronous online instructions (Jitsi Meet, zoom, Google meet and other available online application
software)
ASSESSMENT METHODS:
 Online Exam

LEARNING EXPERIENCES
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LEARNING OUTCOME 1.1 Obtain and convey workplace information

Learning Activity / Guide Special Instructions
Read Information Sheet 1.1-1 on Effective Identify the Effective communication
communication
Answer the Self-Check 1.1-1 and compare
your answer from the Answer Key 1.1-1

Read Information Sheet 1.1-2 on Different modes of Describe the Different modes of
communication communication

Answer the Self-Check 1.1-2 and compare

your answer from the Answer Key 1.1-2
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INFORMATION SHEET1.1 -1

Effective communication

Learning Objective:

After reading this information sheet, you must be able to:

1. Identify the way to communicate effectively

Introduction
Effective communication in the workplace is imperative in a leadership role. An age-old
aphorism goes, “It’s not what you say, but how you say it.” Good communication is what separates a
poor leader from an exceptional one. Having effective communication skills is the key to good
leadership.

Ways to Communicate Effectively

Open Meeting

It is easier to communicate your passion and how you feel to your team via open meetings. In this
kind of forum, they will not only hear what you are saying, they will also see and feel it. This
approach still remains one of the best approaches to communicate effectively with a team.

Emails

In official settings, communication via email remains potent. It will enable you to pass messages to
members of your team without pulling them out of their workstations.

One on One

Experts have been able to prove that some people understand better when you take them aside and
talk to them on a one-on-one basis. Ensure that you maintain eye contact with them to enable the
message to sink in.
Create a Receptive Atmosphere

To effectively communicate with your team, you must create a receptive atmosphere. Avoid a tense
environment at all costs because when you communicate in an overly intense manner, the message
you are trying to share might not be well understood or retained.

Communication via Training

Your training should be tailored towards communicating certain information to your team members.
Most employees take training serious, especially when it‘s part of their appraisal.

Display Confidence and Seriousness

Ensure that you display confidence and seriousness to ensure that you will not be taken for granted.
When your team members notice any uncertainty and lack of seriousness when you‘re
communicating with them, they are likely to treat the information with disdain or disregard.

Use Simple Words

The truth is that everybody cannot be on same page when it comes to vocabulary. Therefore, to be
effective in your communications with your team members, use words that can be easily
understood. When ambiguous words are used, you can be misunderstood and/or waste precious
time having to explain yourself.

Use Visuals

Place visuals at strategic positions around the workstations of your team. They should not just hear
the message, they should also see it. This gives room for better comprehension.

Listen to Your Team Members

Communication is intended to be a two way street. Don‘t just talk because you are the leader
without listening to anyone else. Encourage them to open up so you can be well guided when
communicating in the future with them. You have two ears and one mouth –so you must listen more
than you speak.

Use Body Language

Your body language will pass your message faster and better. Master the art of using body language
when communicating with your team. Stand/sit up straight, use smiles, handshakes and eye contact.

Act Out Your Message

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Someone once said, ―Tell me what you want me to do and I might forget it, but do it in front of me
and I will never forget it.‖ Acting out your message is a very potent way of communicating with your
team. Let them see you do what you want them to do, and watch their excuses disappear.

Use the Appropriate Tone of Voice

One word can mean a different thing when said in a different tone of voice. Make sure you use the
appropriate tone of voice to communicate your message to your team so that you won‘t be
misunderstood and discourage or demotivate members or cause them to shut down completely out
of fear.

Avoid Unnecessary Repetition

If you want your team members to take you serious, never sound like a broken record and don‘t
beat a dead horse. Tell your team members what you want them to know or do and ask them if they
are clear about it. If they are not, only then do you repeat what you have said.

Use Presentations

Some people grasp messages easily when pictures and sounds are involved. Using presentations like
Microsoft PowerPoint to communicate with your team will give them the opportunity to refer back
to it if they aren‘t clear about certain things.

Be Humorous

Using friendly jokes when communicating with your team members will help pass your message
along in a more relaxed way. This method of communication has been proven to be a highly
effective way of dousing tension. When the atmosphere is unfriendly and intense, being humorous
does the trick. If you must use jokes, please don‘t overdo it. Remember, you are not a stand-up
comedian.

Be Articulate

Communication is indeed a skill that must be learned by all, especially if you want to lead any group
of people. Being articulate when you communicate to your team members makes it easier for them
to understand your message.

Avoid Mumbling

Your team members should be able to hear you clearly. When communicating with them, try as
much as possible to speak clearly and not mumble words. When you mumble words or speak too
quickly, you may assume that they are clear on the subject. But the truth is, they might not be. It
also shows a lack of confidence on your part.

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Encourage Feedback

Don‘t just talk and walk away. Give room for feedback so that you can measure the effectiveness of
your style of communication. It will also afford you the privilege of knowing if your message was well
understood.

Gesticulate

Use your hands to demonstrate your message. Make hand motions and signals to establish the
seriousness of your subject matter when communicating with your team members. This shows that
you understand what you are trying to relay to them. Just don‘t let your body movement become
too exaggerated and intense.

Be Appreciative

After every communication session, via whatever means you have decided, always remember to
thank your listeners for their time. It will cost you nothing and it‘s a simple courtesy.

Remember that the point of working as a team is to share ideas and boost productivity. When
effective communication in the workplace is hampered, it can sidetrack the entire effort.
You must work hard at these communication tactics and create ground rules to keep everyone up to
date, which helps avoid confusion and ensure the completion of the project with ease.

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 SELF-CHECK 1.1-1

Multiple Choices:

Write the correct answer before the number.

1. In this kind of forum, they will not only hear what you are saying, they will also see and feel
it. This approach still remains one of the best approaches to communicate effectively with a
team.
a. Open meeting c. Emails
b. One on one d. Use Visual

2. Some people grasp messages easily when pictures and sounds are involved.
a. Use Visual c. Use Presentation
b. Use Body Language d. Use Simple Words

3. When you communicate to your team members makes it easier for them to understand your
message.
a. Gesticulate c. Be Articulate
b. Be Appreciative d. Avoid Mumbling

4. It will enable you to pass messages to members of your team without pulling them out of
their workstations.
a. One on One c. Listen to your Team Members
b. Emails d. Open Meeting

5. If you want your team members to take you serious, never sound like a broken record and
don’t beat a dead horse.
a. Use Body Language c. Act out your message
b. Use Visual d. Avoid Unnecessary Repetition

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 ANSWER KEY 1.1-1

1. A- Open meeting
2. c. Use Presentation
3. c. Be Articulate
4. b. Emails
5. c. Act out your message

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 INFORMATION SHEET 1.1-2

Different modes of communication

Learning Objective:

After reading this information sheet, you must be able to:

1. Know the importance of communication

2. Identify the types of communication

Introduction:

Communication skills are vital to a healthy, efficient workplace. Often categorized as a ―soft
skill‖ or interpersonal skill, communication is the act of sharing information from one person to
another person or group of people. There are many different ways to communicate, each of which
plays an important role in sharing information.

Importance of communication

We use communication every day in nearly every environment, including in the workplace. Whether
you give a slight head nod in agreement or present information to a large group, communication is
absolutely necessary when building relationships, sharing ideas, delegating responsibilities,
managing a team and much more.

Learning and developing good communication skills can help you succeed in your career, make you a
competitive job candidate and build your network. While it takes time and practice, communication
and interpersonal skills are certainly able to be both increased and refined.

There are four main types of communication we use on a daily basis: Verbal, nonverbal, written and
visual. Let‘s take a look at each of these types of communication, why they are important and how
you can improve them for success in your career.

Types of communication

There are several different ways we share information with one another. For example, you might use
verbal communication when sharing a presentation with a group. You might use written
communication when applying for a job or sending an email.

There are four main categories or communication styles including verbal, nonverbal, written and
visual:

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1. Verbal

Verbal communication is the use of language to transfer information through speaking or sign
language. It is one of the most common types, often used during presentations, video conferences
and phone calls, meetings and one-on-one conversations. Verbal communication is important
because it is efficient. It can be helpful to support verbal communication with both nonverbal and
written communication.

Here are a few steps you can take to develop your verbal communication skills:

• Use a strong, confident speaking voice. Especially when presenting information to a few or
a group of people, be sure to use a strong voice so that everyone can easily hear you. Be
confident when speaking so that your ideas are clear and easy for others to understand.
• Use active listening. The other side of using verbal communication is intently listening to
and hearing others. Active listening skills are key when conducting a meeting, presentation
or even when participating in a one-on-one conversation. Doing so will help you grow as a
communicator.
• Avoid filler words. It can be tempting, especially during a presentation, to use filler words
such as ―um,‖ ―like,‖ ―so‖ or ―yeah.‖ While it might feel natural after completing a
sentence or pausing to collect your thoughts, it can also be distracting for your audience. Try
presenting to a trusted friend or colleague who can call attention to the times you use filler
words. Try to replace them by taking a breath when you are tempted to use them.

2. Nonverbal

Nonverbal communication is the use of body language, gestures and facial expressions to convey
information to others. It can be used both intentionally and unintentionally. For example, you might
smile unintentionally when you hear a pleasing or enjoyable idea or piece of information. Nonverbal
communication is helpful when trying to understand others‘ thoughts and feelings.

If they are displaying ―closed‖ body language, such as crossed arms or hunched shoulders, they
might be feeling anxious, angry or nervous. If they are displaying ―open‖ body language with both
feet on the floor and arms by their side or on the table, they are likely feeling positive and open to
information.

• Notice how your emotions feel physically. Throughout the day, as you experience a range of
emotions (anything from energized, bored, happy or frustrated), try to identify where you
feel that emotion within your body. For example, if you‘re feeling anxious, you might notice
that your stomach feels tight. Developing self-awareness around how your emotions affect
your body can give you greater mastery over your external presentation.
• Be intentional about your nonverbal communications. Make an effort to display positive
body language when you feel alert, open and positive about your surroundings. You can also
use body language to support your verbal communication if you feel confused or anxious
about information, like using a furrowed brow. Use body language alongside verbal
communication such as asking follow up questions or pulling the presenter aside to give
feedback.

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 • Mimic nonverbal communications you find effective. If you find certain facial expressions or
body language beneficial to a certain setting, use it as a guide when improving your own
nonverbal communications. For example, if you see that when someone nods their head it
communicates approval and positive feedback efficiently, use it in your next meeting when
you have the same feelings.

3. Written

Written communication is the act of writing, typing or printing symbols like letters and numbers to
convey information. It is helpful because it provides a record of information for reference. Writing is
commonly used to share information through books, pamphlets, blogs, letters, memos and more.
Emails and chats are a common form of written communication in the workplace.

Here are a few steps you can take to develop your written communication skills:

• Strive for simplicity. Written communications should be as simple and clear as possible.
While it might be helpful to include lots of detail in instructional communications, for
example, you should look for areas where you can write as clearly as possible for your
audience to understand.
• Don’t rely on tone. Because you do not have the nuance of verbal and nonverbal
communications, be careful when you are trying to communicate a certain tone when
writing. For example, attempting to communicate a joke, sarcasm or excitement might be
translated differently depending on the audience. Instead, try to keep your writing as simple
and plain as possible and follow up with verbal communications where you can add more
personality.
• Take time to review your written communications. Setting time aside to re-read your
emails, letters or memos can help you identify mistakes or opportunities to say something
differently. For important communications or those that will be sent to a large number of
people, it might be helpful to have a trusted colleague review it as well.
• Keep a file of writing you find effective or enjoyable. If you receive a certain pamphlet,
email or memo that you find particularly helpful or interesting, save it for reference when
writing your own communications. Incorporating methods or styles you like can help you to
improve over time.

4. Visual

Visual communication is the act of using photographs, art, drawings, sketches, charts and graphs to
convey information. Visuals are often used as an aid during presentations to provide helpful context
alongside written and/or verbal communication. Because people have different learning styles, visual
communication might be more helpful for some to consume ideas and information.

Here are a few steps you can take to develop your visual communication skills:

• Ask others before including visuals. If you are considering sharing a visual aid in your
presentation or email, consider asking others for feedback. Adding visuals can sometimes
make concepts confusing or muddled. Getting a third-party perspective can help you decide
whether the visual adds value to your communications.

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 • Consider your audience. Be sure to include visuals that are easily understood by your
audience. For example, if you are displaying a chart with unfamiliar data, be sure to take
time and explain what is happening in the visual and how it relates to what you are saying.
You should never use sensitive, offensive, violent or graphic visuals in any form.

To make improvements to your communication skills, set personal goals to work through the things
you want to accomplish step by step. It might be helpful to consult with trusted colleagues,
managers or mentors to identify which areas would be best to focus on first.

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 SELF-CHECK 1.1-2

Multiple Choices:

Write the correct answer before the number.

1. Is the act of writing, typing or printing symbols like letters and numbers to convey
information?
a. Verbal c. Non Verbal
b. Written d. Visual

2. Is the act of using photographs, art, drawings, sketches, charts and graphs to convey
information?
a. Verbal c. Non Verbal
b. Written d. Visual

3. Is the use of body language, gestures and facial expressions to convey information to
others?
a. Verbal c. Non Verbal
b. Written d. Visual

4. Is the use of language to transfer information through speaking or sign language?

a. Verbal c. Non Verbal
b. Written d. Visual

ANSWER KEY 1.1-2

1. B
2. D
3. C
4. A

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 DETAILS OF LEARNING OUTCOME

LEARNING OUTCOME 1.2 Participate in workplace meetings and discussions

CONTENTS:
• Organizational policies
• Communication procedures and systems
ASSESSMENT CRITERIA:
1. Team meetings are attended on time
2. Own opinions are clearly expressed and those of others are listened to without interruption
3. Meeting inputs are consistent with the meeting purpose and established protocols
4. Workplace interactions are conducted in a courteous manner
5. Questions about simple routine workplace procedures and maters concerning working conditions of
employment are asked and responded to
6. Meetings outcomes are interpreted and implemented

CONDITIONS:(Tools, equipment, s/m, references/materials)

• Cblm
• Lms
• Fax
• machine
• Telephone
• Writing materials
• Internet
METHODOLOGIES:
• Reading instructional materials thru online using the LMS
• Synchronous online instructions (zoom, google meet and other available online application software)

ASSESSMENT METHODS:
 Online Exam

LEARNING EXPERIENCES

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LEARNING OUTCOME 1.2 Participate in workplace meetings and discussions

Learning Activities Special Instructions

Read Information Sheet 1.2-1 on Organizational policies Determine the Organizational policies

Answer the Self-Check 1.21 and

compare your answer from the Answer
Key 1.2-1

Read Information Sheet 1.2-2 on Identify the Communication procedures

Communication procedures and systems and systems

Answer the Self-Check 1.22 and

compare your answer from the Answer
Key 1.2-2

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 INFORMATION SHEET 1.2-1

Organizational policies

Learning Objective:

After reading this information sheet, you must be able to:

1. Determine the importance of organizational policies

Introduction:

When you weigh the different priorities in your business, you realize that you could spend
endless hours creating rules for employees, providing them with training and corrective feedback
and helping them improve in their daily performance. At some point, however, it is important to
step back and trust them to do their jobs. Well-written policies convey to employees what is
expected of them, leaving you free to focus on other management priorities.

The Importance of Organizational Policies

Internal Controls
Organizational policies serve as important forms of internal control. Look at a policy as a control
mechanism that will effectively limit the behavior of some employees but not all employees. Your
policy might be that two employees must be present whenever money is being counted and both
employees must sign the record of money counted. Your policy must be enforced through some kind
of auditing mechanism, or the policy will be a weak internal control. You can make your life easier as
a business owner by creating simple internal controls that you can enforce.

Minimize Costs
Business owners also share the need to minimize costs. This can take the form of finding the best
price for what the company needs, such as finding the cheapest suppliers without sacrificing quality.
It can also be about limiting the financial losses that can cripple your business, such as the negative
impact of employee fraud, errors and other kinds of losses. When you write policies that address
potential sources of risk and require employees to know them, you create awareness of the need for
risk management. It is best to ensure that employees comply with company policies intended to
minimize risk. This can be reinforced with a wellwritten and comprehensive employee handbook
that is kept up-to-date. It's not a guarantee against legal action brought on by an employee but
when consistently applied, it is a vital risk management tool that provides that first-line defense
against claims of wrongdoing.

Maintain Compliance
Organizational policies also help your company maintain a degree of accountability in the eyes of
internal and external stakeholders. As the owner, you have an obligation to manage your staff or
hire someone to do it for you. You also need employees to keep appropriate records and follow
established policies and procedures. For example, keeping a paper trail of newly hired employees

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that you've trained gives you proof that you are involved in ethical human resources practices. With
the fast-pace constantly evolving regulation world, reviewing even your most basic policies and
procedures at least once a year would help you stay current.

Build a Learning Culture

Create a learning culture in your business by encouraging employees to continuously add to their job
knowledge. This includes determining which policies each employee should read and creating a
process for updating policies throughout the year. For example, a checklist that every new hire must
complete before becoming eligible to perform routine job tasks is essential. The initial job you learn
should include a checklist of items, such as required readings and training, work samples and formal
introductions. Think of this culture as a glue that keeps your business together. It may go unnoticed,
but it is key in outlining how things get done and making sure they get done.

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 SELF-CHECK 1.2-1

True or False

TRUE OR FALSE

1. Your policy must be enforced through some kind of auditing mechanism.

2. Create a learning culture in your business by encouraging employees to continuously add to
their job knowledge.
3. Employees don‘t need to keep appropriate records and should not follow established policies
and procedures.
4. It is best to ensure that employees comply with company policies intended to minimize risk.
5. Organizational policies also help your company maintain a degree of accountability in the eyes of
internal and external stakeholders.

ANSWER KEY 1.2-1

1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE

6.

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 INFORMATION SHEET 1.2-2

Communication procedures and systems

Learning Objective:

After reading this information sheet, you must be able to:

1. Identify the Communication process

2. Know the importance of communication
3. Distinguish the type of communication
4. Enumerate the Barriers to Communication

Introduction:

Communications is fundamental to the existence and survival of humans as well as to an

organization. It is a process of creating and sharing ideas, information, views, facts, feelings, etc.
among the people to reach a common understanding. Communication is the key to the Directing
function of management.

Communications Process

Communications is a continuous process which mainly involves three elements viz. sender, message,
and receiver. The elements involved in the communication process are explained below in detail:

1. Sender

The sender or the communicator generates the message and conveys it to the receiver. He is the
source and the one who starts the communication

2. Message

It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then
intended to be communicated further.

3. Encoding

The message generated by the sender is encoded symbolically such as in the form of words, pictures,
gestures, etc. before it is being conveyed.

4. Media

It is the manner in which the encoded message is transmitted. The message may be transmitted
orally or in writing. The medium of communication

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includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the sender.

5. Decoding

It is the process of converting the symbols encoded by the sender. After decoding the message is
received by the receiver.

6. Receiver

He is the person who is last in the chain and for whom the message was sent by the sender. Once
the receiver receives the message and understands it in proper perspective and acts according to
the message, only then the purpose of communication is successful.

7. Feedback

Once the receiver confirms to the sender that he has received the message and understood it, the
process of communication is complete.

8. Noise

It refers to any obstruction that is caused by the sender, message or receiver during the process of
communication. For example, bad telephone connection, faulty encoding, faulty decoding,
inattentive receiver, poor understanding of message due to prejudice or inappropriate gestures, etc.

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Importance of Communication

1. The Basis of Co-ordination

The manager explains to the employees the organizational goals, modes of their achievement and
also the interpersonal relationships amongst them.
This provides coordination between various employees and also departments. Thus,
communications act as a basis for coordination in the organization.

2. Fluent Working

A manager coordinates the human and physical elements of an organization to run it smoothly and
efficiently. This coordination is not possible without proper communication.

3. The Basis of Decision Making

Proper communication provides information to the manager that is useful for decision making. No
decisions could be taken in the absence of information. Thus, communication is the basis for taking
the right decisions.

4. Increases Managerial Efficiency

The manager conveys the targets and issues instructions and allocates jobs to the subordinates. All
of these aspects involve communication. Thus, communication is essential for the quick and
effective performance of the managers and the entire organization.

5. Increases Cooperation and Organizational Peace

The two-way communication process promotes co-operation and mutual understanding

amongst the workers and also between them and the management. This leads to less friction
and thus leads to industrial peace in the factory and efficient operations.

6. Boosts Morale of the Employees

Good communication helps the workers to adjust to the physical and social aspect of work. It also
improves good human relations in the industry. An efficient system of communication enables the
management to motivate, influence and satisfies the subordinates who in turn boost their morale
and keeps them motivated.

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Types of Communication

1. Formal Communication

Formal communications are the one which flows through the official channels designed in the
organizational chart. It may take place between a superior and a subordinate, a subordinate and a
superior or among the same cadre employees or managers. These communications can be oral or in
writing and are generally recorded and filed in the office.

Formal communication may be further classified as Vertical communication and Horizontal

communication.

Vertical Communication

Vertical Communications as the name suggests flows vertically upwards or downwards through
formal channels. Upward communication refers to the flow of communication from a subordinate to
a superior whereas downward communication flows from a superior to a subordinate.

Application for grant of leave, submission of a progress report, request for loans etc. are some of the
examples of upward communication. Sending notice to employees to attend a meeting, delegating
work to the subordinates, informing them about the company policies, etc. are some examples of
downward communication.

Horizontal Communication

Horizontal or lateral communication takes place between one division and another. For example, a
production manager may contact the finance manager to discuss the delivery of raw material or its
purchase.

Types of communication networks in formal communication:

• Single chain: In this type of network communications flows from every superior to his
subordinate through a single chain.

• Wheel: In this network, all subordinates under one superior communicate through him only.
They are not allowed to talk among themselves.

• Circular: In this type of network, the communication moves in a circle.

Each person is able to communicate with his adjoining two persons only.

• Free flow: In this network, each person can communicate with any other person freely. There is
no restriction.

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• Inverted V: In this type of network, a subordinate is allowed to communicate with his immediate
superior as well as his superior‘s superior also. However, in the latter case, only ordained
communication takes place.

2. Informal Communication

Any communication that takes place without following the formal channels of communication is said
to be informal communication. The Informal communication is often referred to as the ‗grapevine‘ as
it spreads throughout the organization and in all directions without any regard to the levels of
authority.

The informal communication spreads rapidly, often gets distorted and it is very difficult to detect the
source of such communication. It also leads to rumours which are not true. People‘s behaviour is
often affected by the rumours and informal discussions which sometimes may hamper the work
environment.

However, sometimes these channels may be helpful as they carry information rapidly and, therefore,
may be useful to the manager at times. Informal channels are also used by the managers to transmit
information in order to know the reactions of his/her subordinates.

Types of Grapevine network:

• Single strand: In this network, each person communicates with the other in a sequence.

• Gossip network: In this type of network, each person communicates with all other persons on a
non-selective basis.

• Probability network: In this network, the individual communicates randomly with other
individuals.

• Cluster Network: In this network, the individual communicates with only those people whom he
trusts. Out of these four types of networks, the Cluster network is the most popular in
organizations.

Barriers to Communication

The communication barriers may prevent communication or carry incorrect meaning due to which
misunderstandings may be created. Therefore, it is essential for a manager to identify such barriers
and take appropriate measures to overcome them. The barriers to communication in organizations
can be broadly grouped as follows:
1. Semantic Barriers

These are concerned with the problems and obstructions in the process of encoding and decoding of a
message into words or impressions. Normally, such barriers result due to use of wrong words, faulty
translations, different interpretations, etc.

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For example, a manager has to communicate with workers who have no knowledge of the English
language and on the other side, he is not well conversant with the Hindi language. Here, language is a
barrier to communication as the manager may not be able to communicate properly with the workers.

2. Psychological Barriers

Emotional or psychological factors also act as barriers to communication. The state of mind of both
sender and receiver of communication reflects in effective communication. A worried person cannot
communicate properly and an angry recipient cannot understand the message properly.

Thus, at the time of communication, both the sender and the receiver need to be psychologically
sound. Also, they should trust each other. If they do not believe each other, they cannot understand
each other‘s message in its original sense.

3. Organizational Barriers

The factors related to organizational structure, rules and regulations authority relationships, etc. may
sometimes act as barriers to effective communication. In an organization with a highly centralized
pattern, people may not be encouraged to have free communication. Also, rigid rules and regulations
and cumbersome procedures may also become a hurdle to communication.

4. Personal Barriers

The personal factors of both sender and receiver may act as a barrier to effective
communication. If a superior thinks that a particular communication may adversely affect his
authority, he may suppress such communication.

Also, if the superiors do not have confidence in the competency of their subordinates, they may not
ask for their advice. The subordinates may not be willing to offer useful suggestions in the absence of
any reward or appreciation for a good suggestion.

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 SELF-CHECK 1.2-2

Multiple Choices:

Write the correct answer before the number.

1. A manager coordinates the human and physical elements of an organization to run it smoothly
and efficiently.

a. The Basis of Co-ordination c. The Basis of Decision Making

b. Fluent Working d. Boosts Morale of the Employees

2. These communications are the one which flows through the official channels designed in the
organizational chart.

a. Formal c. Vertical
b. Horizontal d. Vocal

3. In this network, all subordinates under one superior communicate through him only. They
are not allowed to talk among themselves.

a. Single chain c. Wheel

b. Circular d. Free Flow

4. In this network, the individual communicates randomly with other individuals.

a. Single strand c. Probability network

b. Gossip network d. Cluster Network

5. These are concerned with the problems and obstructions in the process of encoding and
decoding of a message into words or impressions.

a. Personal Barriers c. Psychological Barriers

b. Organizational Barriers d. Semantic Barriers

ANSWER KEY 1.2-2

1. B
2. A
3. B
4. A
5.D

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 DETAILS OF LEARNING OUTCOME

LEARNING OUTCOME 1.3 Complete relevant work-related documents

CONTENTS:
• Complete work-related documents
• Estimate, calculate and record routine workplace measures
ASSESSMENT CRITERIA:
1. Range of forms relating to conditions of employment are completed accurately and legibly
2. Workplace data is recorded on standard workplace forms and documents
3. Basic mathematical processes are used for routine calculations
4. Errors in recording information on forms/ documents are identified and properly acted upon
5. Reporting requirements to supervisor are completed according to organizational guidelines

CONDITIONS:(Tools, equipment, s/m, references/materials)

• Cblm
• Lms
• Fax machine
• Telephone
• Writing materials
• Internet
METHODOLOGIES:
• Reading instructional materials thru online using the LMS
• Synchronous online instructions (zoom, Google meet and other available online application software)

ASSESSMENT METHODS:
 Online Exam

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 LEARNING EXPERIENCES

LEARNING OUTCOME 1.3 Complete relevant work-related documents

Learning Activities Special Instructions

Read Information Sheet 1.3-1 on Complete work-related Determine the Complete

documents work-related documents

Answer the Self-Check 1.31 and

compare your answer from the
Answer Key 1.3-1
Read Information Sheet 1.3-2 on Estimate, calculate and record Define the Estimate, calculate and
routine workplace measures record routine workplace measures

Answer the Self-Check 1.32 and

compare your answer from the
Answer Key 1.3-2

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 INFORMATION SHEET 1.3-1

Complete work-related documents

Learning Objective:

After reading this information sheet, you must be able to:

1. Define Technical Writing

2. Determine the uses of technical writing
3. Know how to fill a form
Introduction:

In every workplace you will be required to complete forms. Each workplace will have forms specific
to their requirements. You must make sure that you know which forms to fill in, when you need to
use forms and where to find the necessary forms.

Technical Writing
Definition of Technical Writing

Technical writing is a type of writing where the author is

writing about a particular subject that requires direction,
instruction, or explanation. This style of writing has a very
different purpose and different characteristics than other
writing styles such as creative writing, academic writing or
business writing.

Uses for Technical Writing

Technical writing is straightforward, easy to understand explanations and/or instructions dealing with
a particular subject. It is an efficient and clear way of explaining something and how it works.

The subject of technical writing can either be:

• Tangible – Something that can be seen or touched, such as a computer or software program, or
information on how to assemble a piece of furniture.
• Abstract – Something that involved a series of steps that aren‘t related to a tangible object. One
example of this might be steps required to complete an office process.
Some examples of technical writing include:

• Instruction manuals
• Policy manuals
• Process manuals
• User manuals

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• Reports of analysis
• Instructions for assembling a product
• A summarization of a long report that highlights and shortens the most important elements
Tips for Good Technical Writing

Regardless of the type of document which is written, technical writing requires the writer to follow the
properties of knowing their audience, writing in a clear, non-personal style and doing extensive
research on the topic. By including these properties, the writer can create clear instructions and
explanations for the reader.

• Know your audience. An expert in the field will understand certain abbreviations, acronyms, and lingo
that directly apply to such a field. The novice will not understand in the same manner and, therefore,
every detail must be explained and spelled out for them.
• Use an impersonal style. Write from a third person perspective, like a teacher instructing a student.
Any opinions should be omitted.
• The writing should be straightforward, to the point, and as simple as possible to make sure the reader
understands the process or instruction. This at times may appear as simply a list of steps to take to
achieve the desired goal or may be a short or lengthy explanation of a concept or abstract idea.
• Know how to research. Gather information from a number of sources, understand the information
gathered so that it can be analysed thoroughly, and then put the information into an easy to
understand format to instruct those who read it. The more inexperienced your audience, the more
information you will need to gather and explain.
• Be thorough in description and provide enough detail to make your points; but, you also have to
consider that you need to use an economy of words so that you do not bore your reader with
gratuitous details.
A good technical writer can make a difficult task easy and can quickly explain a complex piece of
information.

When filling in a form:

• read the form carefully
• fill in all the required details
• Only include necessary information
• write clearly and simply
• check that you have completed it properly
• send or give it to the appropriate person, or file in the appropriate place

Work instructions are the most basic tool used in every business or organisation to help workers
follow a sequence of steps. Inadequate work instructions are likely to result in a variety of problems
in the workplace that could range from:

• returned products
• Loss of materials
• Customer complaints
• Liability issues
• Poor work performance

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Work instructions can have a major impact on the effectiveness and productivity of a workplace. If
instructions are difficult to follow, workers will make errors in implementing the steps.
A good work instruction is a detailed sequence of steps that workers need to follow each time they
perform a task. The purpose of a work instruction is to organize steps in a logical and systematic way
so that workers can easily follow it independently.
This means a consistent format for your work instructions is important. Workers can read the
information faster and absorb it more quickly if it follows a consistent font and format. It also makes
the development of further work instructions far simpler as you have a template to follow.

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 SELF-CHECK 1.3-1

True or False

1. Gather information from a number of sources, understand the information gathered so that it can
be analysed thoroughly, and then put the information into an easy to understand format to
instruct those who read it.
2. A good technical writer can make a difficult task easy and can quickly explain a complex piece of
information.
3. The writing should be straightforward, to the point, and as simple as possible to make sure the
reader understands the process or instruction.
4. An expert in the field will understand certain abbreviations, acronyms, and lingo that directly apply
to such a field.
5. Don‘t use an impersonal style.

ANSWER KEY 1.3-1

1. TRUE
2. TRUE
3. TRUE
4. FALSE
5. TRUE

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 INFORMATION SHEET 1.3-2

Estimate, calculate and record routine workplace measures

Learning Objective:

After reading this information sheet, you must be able to:

1. Understand Workplace measures companies to consider to mitigate the impact of the haze on
workers
2. Distinguish the Safety Management Record Keeping
Introduction:

All employers should carry out proper risk assessments of their various work activities and
implement appropriate measures, to ensure that the risks identified are minimized or mitigated.

Workplace measures companies to consider to mitigate the impact of the haze on workers

Depending on the air quality, employers should first find ways to reduce or avoid prolonged or
strenuous outdoor work. Risk assessments, taking into account the impact of the haze, individual
employee‘s health, work demands and fatigue, etc., must be conducted and risk mitigating measures
adopted.

Examples of such measures include:

a. Use mechanical aids (e.g. trolleys, hoists) to transport or carry heavy objects instead of manual
lifting or carrying.
b. Adjust work assignments or rotate jobs to shorten the time spent in outdoor work.
c. Schedule sufficient indoor rest breaks for workers performing outdoor work.
d. Ensure adequate hydration for workers.
e. Monitor employees‘ health by encouraging feedback on any symptoms that may occur.
f. Defer non-essential work

If prolonged or strenuous outdoor work is not avoidable at higher PSI, and an employer still requires
an employee to do so due to extenuating circumstances, suitable masks (e.g. N95 masks) should be
provided. Employees who need to wear masks / respirators should be fit-tested to ensure good fit.
Employers should ensure sufficient stock of masks / respirators for these employees, and conduct
training and supervision to ensure correct usage. Masks should be changed when soiled/physically
damaged or when the wearer finds it hard to breathe. Elderly and pregnant employees as well as
those with chronic heart/lung disease should consult their treating doctors on the usage of masks.

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Reference should be made to the Singapore Standard SS 548:2009: Code of Practice for Selection, use
and maintenance of respiratory protective devices. Employers are strongly encouraged to adopt a
flexible and enlightened approach in allowing employees to use flexible work arrangements,
especially susceptible employees, such as the elderly, pregnant and those with chronic heart or lung
illnesses. Such flexible work arrangements include telecommuting.

If their employees feel unwell and wish to rest at home, employers are encouraged to be flexible in
allowing them to take their leave. For employees who have used up their paid annual leave/sick
leave entitlements, employers could consider granting them advance leave or other leave
arrangements. In such situations, the employees‘ wages should not be deducted.

Safety Management Record Keeping

Evaluating Safety

Measuring the results of workplace safety and health changes benefits employers and employees
because both gain confidence that the change results in a safer workplace. Since most changes occur
by trial and error or in stages, information about the effectiveness of each stage is naturally helpful to
the process. These changes often result in increased productivity and demonstrate that employee
safety and health can be a good investment. Employees must be involved throughout the selection of
safety changes and their measurement.

Step 1: Form a team

Evaluations are best done by a team. When forming a team, keep in mind that workers are often the
best source of information about the
workplace. Wherever possible, the team
should include people who are

• affected by the safety and health

change,
• responsible for implementing and
maintaining the change, and/or
• involved in future decisions about
changes. The team should start by defining
the problem as clearly as possible. The
more specifically that the problem is
defined, the better that a solution can be
designed to fit, and the easier it is to test
the solution. Brainstorm a solution for the
problem and one or two ways to measure

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the effectiveness of the change. Using more than one way to measure the change will increase
your confidence in the results.

Step 2: Collect Relevant Data

Collect accurate data on workplace safety and

health. Consider collecting three kinds of data:
conditions before the change, information about
how the change was put in place, and what
happened after the change was made. Good records
of how the change was made will help if you want
to do it again because they tell you what happened.
Data on the outcome will tell you whether to bother
doing it again.
How, how often, and when should you collect data?
One way is to measure an outcome (like employee injuries) before and after the change. Typically,
injuries are infrequent occurrences; therefore, you may need to collect data for quite a while before
and afterwards to make sure that any changes you detect are real. On the other hand, if you are
measuring changes in employee knowledge and attitudes after a training session, you may not need
to measure for as long a period of time. You may measure immediately before the training, right
after the training, and then one or two more times 3 months to 1 year after the training.

Another model for gathering information is to arrange the change so that it does not affect everyone
in the operation at one time. By introducing the change to several different groups over a period of
several months or a year, you can get a better idea of effectiveness. Simply measure all the groups
(those who receive the change immediately and those who receive it later) at regular intervals as you
gradually introduce the change to the selected groups. This takes more effort, but it gives you added
confidence that any detected effects are from the change and not some other event.

What to measure depends on the following?

• Expected outcomes – what will happen as a result of the safety and health change? Whatever you
expect – reduced injuries or absenteeism, increased productivity, — measure those things.
• Nature of the safety and health change – for example, if the change is plant exhaust ventilation,
then you may want to measure air quality before and after. If the change is increased rest breaks for
employees, then you may want to measure productivity. If the change is new training, then you may
want to look for performance indicators or success/failure rates.
• Opportunity – think of measurements that are practical. Remember that someone or something has
to collect and analyse the measurements you choose.

Here are some simple ways of collecting data. If you use more than one of these methods to measure
each change, you will be more certain of the results.

Useful data include the following:

• Injury frequency and rates

• Workers compensation costs

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• Lost workdays and absenteeism due to work-related injuries
• Profit and loss
• Air sampling data, noise readings
• Production errors or waste
• Cost of respiratory equipment or ear protection

Records should be checked for completeness and accuracy before they are used.

Step 3: Analyse Data

• Allow team members to interpret findings independently.

• Compare members‘ findings with the goals set by the team.
• Arrive at conclusions about the change on the basis of the
findings.
• Summarize the results in such a way that everyone involved
understands them.

After the initial analysis is complete, you may want to continue

collecting data about the change. These data can serve as baseline
measures for future interventions. They are also useful for
determining the long-term impact of the change.

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Step 4: Share Your Results

First, share your results with those affected by the

change. The more you tell them about what you
did and what you found, the more they will
support your conclusions and your future efforts
to evaluate safety and health changes in the
workplace. A good way to start the feedback
process is to hold work-group meetings to present
the results. Don‘t worry about drawing conclusions
from the results, just start with the basic findings.
This approach will permit everyone to begin
thinking about what the results suggest. You could
also post the results in worker areas like break
rooms, locker rooms, and cafeterias.

During the data analysis and results steps, be careful to maintain confidentiality. Breeches in
confidentiality can affect your credibility. Do not report results in such a way that individual responses

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can be identified. This is especially important where there are workgroups of 3-6 people. In such
circumstances, it may be necessary to report results for several workgroups, combined.

What Does It All Mean?

Making changes in the workplace is not easy. Take time to think about how you are going to evaluate
your changes. Thinking through your options will provide you with the information necessary for
making better decisions in the long run.

Evaluation can be very complicated or it can be relatively simple. Although the simplest methods may
be seem less ―scientific,‖ they can still give you good information for making some important
decisions. After a simple evaluation, you can decide to expand the intervention to other work groups
in your company, or consider making additional changes.

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 SELF-CHECK 1.3-2

Identification:

Identify the Safety measurement record keeping

ANSWER KEY 1.3-2

1. Allow team members to interpret findings independently.

2. A good way to start the feedback process is to hold work-group meetings to present the results.
3. Good records of how the change was made will help if you want to do it again because they tell
you what happened.
4. The team should start by defining the problem as clearly as possible.

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