Unit of competency:

Participate in workplace
communication

Obtain and convey workplace information

MODULE DESCRIPTOR:

• This module covers the knowledge, skills, and

attitudes required to gather, interpret and convey
information in response to workplace requirements.
 WHAT IS
COMMUNICATION?

It is any written or non-verbal behavior which

gives people an opportunity to send their thoughts,
feelings and to have these thoughts and feelings
received by someone , in other word. It is the
process by which we give, receive or exchange
information with others.
 What is effective communication?

Effective communication is about more than just

exchanging information. It’s about understanding the
emotion and intentions behind the information. As well as
being able to clearly convey a message, you need to also
listen in a way that gains the full meaning of what’s being
said and makes the other person feel heard and understood.
 EFFECTIVE
COMMUNICATION
For spoken communication:
Maintain eye contact
Make notes on what you intend to say
Choose the right time to say
Select your words carefully
Make sure the information is given to the right person
Try to judge the other person’s reaction
Make sure it is not too noisy to hear what is being said
Sit or stand so that you directly face the person who you are talking or
listening too
 Use polite opening and closing greeting
 Speak clearly and at a medium pace
 Speak in an open and neutral tone
 Be straight forward and to the point
 Keep the message simple
 Be patient
 Show interest
 Listen carefully to the conversation so that you get the right message
For written Communication
Assemble the information you need
Check and double check that the information is
accurate
Make notes to form an outline
Prepare a draft copy
Read the draft and amend where necessary
Prepare the final copy
 INEFFECTIVE
COMMUNICATION
• If people working together are not able to
communicate well, it can lead to confusion,
unhappiness, frustration and annoyance. It
can also mean that the organization‘s goal will
not be met.
WHY DO WE NEED TO ASK QUESTION ?
ASKING QUESTION TO CLARIFY
UNDERSTANDING:

Asking questions shows interest, not ignorance

1. We need to find out what to do
2. We need get information
3. We need to check that we have understood correctly
 MAKING CLARIFICATION
Tips in making inquiries or clarification:

Look for the right person with whom you want to

inquire or clarify things
Practice good manner in making the inquiries
Make clear what exactly you want to know and why
you need the information
 Forms of Communication
• Verbal • Nonverbal
• it uses spoken or written • it is the message relayed through
word. Verbal language is body movements, without using
necessary to establish and words. It includes facial
understand. This include expression, eye contact, gestures
vocabulary, denotative and posture, touch, physical
connotative meaning, pacing, appearance, dress, silence and
intonation, clarity, brevity, use of time, space and objects. It
timing and relevance is often revealing for it is very
hard to control
 ELEMENTS OF COMMUNICATION

Sender one who send the message

Receiver listener

Message thoughts and feelings that the sender wants to convey

Communication mode this is the route when the message passes through

Feedback reaction of the listener or receiver

 Four Kinds of Communication

1. Verbal or spoken communication

2. Written communication

3. Visual image

4. Body language (non-verbal )

1. Verbal or spoken communication
 KINDS OF VERBAL OR SPOKEN
COMMUNICATION

Meeting
Unplanned Chat
Talk
Discussion
Telephone Conversation
Interview
 ADVANTAGES OF VERBAL OR
SPOKEN COMMUNICATION

1. Speaking to someone is more personal

2. Feelings, on both sides can be expressed more easily
3. Your message is instantly relayed
4. The receiver’s initial reaction can be judged
DISADVANTAGES OF VERBAL/SPOKEN
COMMUNICATION ARE :

It is hard to tell if other person is really listening

Facts can be distorted when messages are passed on
There is no permanent record ( unless it is taped )
Sometimes personality clashes can occur.
example:
loss of temper
2. Written communication
 WRITTEN
COMMUNICATION
Examples are :

1. Newsletter 6. Fax 11. Advertisement

2. Report 7. Letter
3. Notice 8. Memo
4. Form 9. E-mail
5. Telex 10. Note
 ADVANTAGES of WRITTEN
COMMUNICATION ARE:

Writing provide permanent record

It is good for complex subjects the document
can be carefully planned and drafted in advance
There is less chance of impulsive statements
being made
 DISADVANTAGES OF WRITTEN
COMMUNICATION ARE:

More costly
A written record, because it is permanent, cannot be altered in
any way
There is no guarantee that written communication will be read
3. Visual image
 VISUAL IMAGE

• Apart from actual written words, charts, and

graphs can be used to communicate, often very
effectively .
• They provide an instant visual image that many
people can understand better than book of text.
 EXAMPLES ARE :
A table
Flow chart
Bar graph
Line graph
Pictograph-an ancient or prehistoric drawing or painting on a rock
wall
Pie graph - A pie graph (or pie chart) is a specialized graph used in
statistics. The independent variable is plotted around a circle in
either a clockwise direction or a counter clockwise direction
Organization chart
4. Body language (non-verbal )
• There is another way of communicating which does
not involve the use of paper or the spoken words.
This is known as body language.
• It is also known as non-verbal communication by
using different parts of the body rather than the
written or spoken word.
 Example of these are:

Nod of the head

Smile
Grievance
Shaking of the shoulder
Look at the eye
An evasive look and eyes look at their directions
 Communication with others

• Communication needs to be clear and

effective in order to achieve its aim. When
it is not, all kinds of problem can result. It
is the responsibility of the sender to relay
the message clearly.
What Are Organizational Policies?
Organizational policies are rules and
regulations employees must follow to
keep business running smoothly. Some
are intended to provide guidance and be
helpful to employees.
Policies can cover many areas, including:

•Safety
•Hours
•Dress code
•Use of company assets
•Activation of employee benefits
•Guidelines for turning in paperwork
•Harassment
•Diversity in hiring
•Issuing employee warnings
•Filing grievances
 Policies Explain Unique Procedures

Some corporate policies explain to employees how to

operate at a specific company. For example, the company
might have specific dates for enrolling in benefits
programs, requesting vacation time or filing a grievance.
The company might have specific procedures for
managers, such as issuing verbal and written warnings,
handling year-end reviews, giving raises and terminating
employees.
 Policies Explain Legal Requirements

Businesses can't assume their employees know all

labor employment laws. They can protect
themselves by educating employees on state and
federal rules and requirements. This can include
guidelines for safety practices, hiring policies,
harassment, data security and discrimination.
 Policies Can Improve Operations
Some policies are intended to help employees understand
how to begin and end their shifts, submit work orders, use
hardware and software, and perform other tasks that help
the company run smoothly. For example, restaurants
often have a policy that staff use a pre-shift checklist to
perform all tasks necessary to prepare for the upcoming
shift. The employee must then follow an end-of-shift
checklist to make sure everything is ready for the next
shift.