COMPETENCY - BASED LEARNING MATERIALS

Sector: Tourism
Qualification: Barista NC II
Unit of Competency: Participate in Workplace Communication
Module Title: Participating in Workplace Communication
Institution:

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 BASIC NCII

LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

Participate in Participating in
1. Workplace Workplace 500311105
Communication Communication
Work in Team Working in Team
2. 500311106
Environment Environment

Practice career Practice career

3. 500311107
professionalism professionalism
Practice occupational Practice occupational
4. health and safety health and safety 500311108
procedures procedures

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 LEARNING OUTCOME SUMMARY

QUALIFICATION/LEVEL: BARISTA 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

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 LEARNING EXPERIENCES

LEARNING OUTCOME 1.1 Obtain and convey workplace information

Learning Activity / Guide Special Instructions
Read Information Sheet 1.1-1 on Identify the Effective
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 Describe the Different modes of
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.

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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.

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Act Out Your Message
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.

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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.

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.

Video: https://www.youtube.com/watch?v=I6IAhXM-vps

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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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 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
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 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.
 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
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 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.
 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.

Video: https://www.youtube.com/watch?v=Ikbn73iL3m4

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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

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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

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 LEARNING EXPERIENCES

LEARNING OUTCOME 1.2 Participate in workplace meetings and

discussions

Learning Activities Special Instructions

Read Information Sheet 1.2-1 on Organizational Determine the Organizational

policies policies

Answer the Self-Check 1.2-

1 and compare your answer
from the Answer Key 1.2-1
Read Information Sheet 1.2-2 on Identify the Communication
Communication procedures and systems procedures and systems

Answer the Self-Check 1.2-

2 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 well-
written 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

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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 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.
Video: https://www.youtube.com/watch?v=3Ij05sNmwbE&t

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 SELF-CHECK 1.2-1
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.

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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.

(Source: business jargons)

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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
rumors which are not true. People‘s behavior is often affected by the rumors
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:

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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.

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

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be willing to offer useful suggestions in the absence of any reward or
appreciation for a good suggestion.

Video: https://www.youtube.com/watch?v=QnCBCQa-2XU

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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

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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 Determine the Complete

work-related documents work-related documents

Answer the Self-Check 1.3-

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

Answer the Self-Check 1.3-

2 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
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 Policy manuals
 Process manuals
 User manuals
 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

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• 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

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.

Video: https://www.youtube.com/watch?v=v434j5F4EmE

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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.

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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

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employees as well as those with chronic heart/lung disease should consult
their treating doctors on the usage of masks.

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

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• 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 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

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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 analyze 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
• 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: Analyze 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 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,

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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

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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