CBLM Basic Competency Tesda CBLM

CBLM Basic Competency - TESDA CBLM
Organization Management (Datamex College of Saint Adeline)
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HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL?
Welcome to the module “Participate in Workplace Communication”.

This module contains training materials and activities for you to complete.
You are required to go through a series of learning activities in order to
complete each learning outcome of the module. In each learning outcome are
Information Sheets, Self–Checks, Operation sheets and job sheets. Follow these
activities on your own. If you have questions, don’t hesitate to ask your
facilitator for assistance.
Recognition of Prior Learning (RPL)
You may already have some or most of the knowledge and skills covered in
this learner’s guide because you have:
• been working for some time

• already completed training in this area
If you can demonstrate to your trainer that you are competent in a
particular skill or skills, talk to him/her about having them formally
recognized so you do not have to do the same training again. If you have a
qualification or Certificate of Competency from previous trainings, show it
to your trainer. If the skills, you acquired are still current and relevant to
the unit/s of competency they may become part of the evidence you can
present for RPL. If you are not sure about the currency of your skills,
discuss this with your trainer.
The goal of this module is the development of practical skills. To gain these
skills, you must learn the concepts and theory. For the most part, you’ll get this
information from the Information Sheets, Operation Sheets and Job Sheets.
This module was prepared to help you achieve the required competency, in
“Develop Career and Life Decisions.”
This will be the source of information for you to acquire knowledge and
skills in this particular competency independently and at your own pace, with
minimum supervision or help from your instructor.
A Record of Achievement is also provided for your trainer to complete once

you complete the module.
This module was prepared to help you achieve the required competency in
Preparing poultry and game dishes. This will be the source of information
for you to acquire knowledge and skills in this particular trade independently
and at your own pace, with minimum supervision or help from your
instructor.
• Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It is divided

into sections, which cover all the skills, and knowledge you need to
successfully complete this module.
• Work through all the information and complete the activities in each
section. Read information sheets and complete the self-check.
Suggested references are included to supplement the materials
provided in this module.
• Most probably your trainer will also be your supervisor or manager.
He/she is there to support you and show you the correct way to do
things.
• Your trainer will tell you about the important things you need to consider
when you are completing activities and it is important that you listen and
take notes.
• You will be given plenty of opportunities to ask questions and practice
on the job. Make sure you practice your new skills during regular work
shifts. This way you will improve both your speed and memory and also
your confidence.
• Talk to more experienced workmates and ask for their guidance.
• Use the self-check at the end of each information sheet and
performance criteria checklist every after task/operation sheet to test
your own progress.
• When you are ready, ask your trainer to observe you as you perform
the activities required in this module.
• As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/ pre-assessment reports for this
reason. When you have successfully completed each element, ask
your trainer to mark on the reports that you are ready for
assessment.
• When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, ask you’re for the
arrangement of the schedule for an institutional assessment. Once you
have confidently demonstrated the competency you gain to your
assessor he/she will give you a Certificate of Achievement on Develop
Career and Life Decisions. The results of your assessment will be
recorded in your competency Achievement Chart, Progress Chart and
Learner’s Record Book.
NOTE:
Training is the sole purpose of this learning materials. Some pictures

are taken from google as references.

MODULES OF INSTRUCTION
UNIT OF COMPETENCY l: PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE: PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT DESCRIPTION: This unit covers the knowledge, skills and attitudes
required to gather, interpret and convey information
in
response to workplace requirements
NOMINAL DURATION: 6 Hours
SUMMARY OF LEARNING OUTCOMES
At the completion of the module the trainees/students should be able to:
LO1. Obtain and convey workplace communication

LO2. Perform duties following workplace instructions
LO3. Complete relevant work related documents
ASSESSMENT CRITERIA
• Specific and relevant information is assessed from appropriate sources

• Effective questioning, active listening and speaking skills used to convey
information
• Appropriate medium is used to transfer information and ideas
• Appropriate nonverbal communication used
• Appropriate lines of communication with department heads
• Define workplace procedures for the location and storage of information
used.
• Personal interaction is carried out clearly and concisely
• Written notices and instructions are read and interpreted in accordance to the
organizational guidelines
• Routine written instruction is followed based on established procedures
• Feedback is given to workplace supervisor based instructions/information
received.
• Workplace interactions are conducted in a courteous manner.
• Necessary clarifications about routine workplace procedures and matters
concerning conditions of employment are sought and ask from appropriate
sources.
• Range of forms relating to conditions of employment are completed
accurately and legibly

• Workplace data is recorded on standard workplace forms and documents
• Errors in recording information on forms/documents are identified and acted
upon
• Reporting requirements to supervisor are completed according to
organizational guidelines
CONTENTS
• Effective communication
• Different modes of communication
• Written communication
• Organizational policies
• Communication procedures and systems
• Technology relevant to the enterprise and the individual’s work
responsibilities
• Follow simple spoken language
• Perform routine workplace duties following simple written notices
• Participate in workplace meetings and discussions
• Complete work related documents
• Estimate, calculate and record routine workplace measures
• Basic mathematical processes of addition, subtraction, division and
multiplication
• Ability to relate to people of social range in the workplace
• Gather and provide information in response to workplace requirements
CONDITIONS:
EQUIPMENT TOOLS AND SUPPLIES & LEARNING MATERIALS

ACCESSORIES MATERIALS
Fax Machine White board Notebooks Books/References/Handouts
Telephone White board marker Sheet of Audio-visual materials
paper
Internet Board Erase Pencil/Pen CBLM
Projector Actual
workplace/Simulate
d workplace
Projector
screen
Computer
Printer
METHODOLOGY:
• Group discussion
• Lecture
• Demonstration
• Roleplay

ASSESSMENT METHOD
• Oral Evaluation
• Written Examination
• Observation
LEARNING OUTCOME 1: OBTAIN AND CONVEY WORKPLACE

INFORMATION
CONTENTS
• Effective communication
• Different modes of communication
• Organizational policies
• Communication procedures and systems
• Technology relevant to the enterprise and the individual’s work
responsibilities
• Work etiquette
ASSESSMENT CRITERIA
• Specific and relevant information is assessed from appropriate sources

• Effective questioning, active listening and speaking skills used to convey
information
• Appropriate medium is used to transfer information and ideas
• Appropriate nonverbal communication used
• Appropriate lines of communication with department heads
• Define workplace procedures for the location and storage of information
used.
• Personal interaction is carried out clearly and concisely
CONDITIONS:
EQUIPMENT TOOLS AND SUPPLIES & LEARNING MATERIALS

ACCESSORIES MATERIALS
Fax Machine White board Notebooks Books/References/Handouts
Telephone White board marker Sheet of Audio-visual materials
paper
Internet Board Erase Pencil/Pen CBLM
Projector Actual
workplace/Simulate
d workplace
Projector
screen
Computer

Printer
METHODOLOGY:
• Group discussion
• Lecture
• Demonstration
• Roleplay
ASSESSMENT METHOD
• Oral Evaluation
• Written Examination
• Observation

LEARNING EXPERIENCES
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
LEARNING ACTIVITIES SPECIAL INSTRUCTION
Readinfo sheet 1 -1 Read and understand .You may ask your

• Organizational Policies Learning facilitator for any clarification
• Communication definition
• Effective Communication
• Communication procedures and
system
Answer Self-check 1-2 Check and compare answers with
Answer Key 1-3
Read info sheet 1-1-1 Read and understand .You may ask your
Learning facilitator for any clarification
Answer Self check 1-1-2 Check and compare answers 1-1-2

INFORMATION SHEET: 1.1-1
Participate in workplace communication
Lo1: Obtain and Convey workplace communication
LEARNING OBJECTIVE/S:
After reading this information sheet, you should be able to:
• Will be able to communication in a simple spoken language
• Knows how to follow simple written notices
• Can participate in simple meetings and discussion
• Can interact with different types of people
• Knows proper workplace etiquette

Information Sheet 1. 1-1
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. Others aim to protect the business from legal risk and warn
employees not to do certain things.
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
What are Policies and Procedures?

• Policies and procedures go hand-in-hand but are not interchangeable.
• A policy is a set of general guidelines that outline the organization’s plan for
tackling an issue. Policies communicate the connection between the
organization’s vision and values and its day-to-day operations.
• A procedure explains a specific action plan for carrying out a policy.
Procedures tells employees how to deal with a situation and when.
• Using policies and procedures together gives employees a well-rounded view
of their workplace. They know the type of culture that the organization is
striving for, what behavior is expected of them and how to achieve both of
these.
The Importance of Policies and Procedures

• Regardless of your organization’s size, developing formal policies and
procedures can make it run much more smoothly and efficiently. They
communicate the values and vision of the organization, ensuring employees
understand exactly what is expected of them in certain situations.
• Because both individual and team responsibilities are clearly documented,
there is no need for trial-and-error or micromanaging. Upon reading the
workplace policies and procedures, employees should clearly understand how
to approach their jobs.
• Formal policies and procedures save time and stress when handling HR
issues. The absence of written policies results in unnecessary time and effort
spent trying to agree on a course of action. With strict guidelines already in
place, employees simply have to follow the procedures and managers just
have to enforce the policies.
• Implementing these documents also improves the way an organization looks
from the outside. Formal policies and procedures help to ensure your
company complies with relevant regulations. They also demonstrate that
organizations are efficient, professional and stable. This can lead to stronger
business relationships and a better public reputation.
10 examples of policies and procedures in the workplace

As an employee, it's important to comprehend the policies and procedures in your
workplace. Understanding the policies and procedures significant to you can have a
positive impact on your working life. It lets you know what is expected of you and
what rights you have. Here are 10 real examples of workplace policies and
procedures:
1. Code of conduct
A code of conduct is a common policy found in most businesses. It is a set of rules
that companies expect employees to follow. The rules establish the expected
behavioral standards for all employees. A code of conduct policy may cover the
following:
• Attendance and absence
• Employee behavior
• Company values
• Break and mealtime policies
• Confidentiality
• Use of company property
• Use of social media
• Plagiarism
• Travel policies
• Conflicts of interest

• Client interaction
• Dress code
• Reporting misconduct
Related reading: 8 Code of Conduct Examples: A Workplace Guide
2. Recruitment policy
A recruitment policy outlines how the company hires new people. It outlines the
hiring process and aims to promote consistency in the recruitment process. It's an
important document for employees to access. It may cover the following things:
• Internal and external hiring preferences
• Equal opportunity and anti-discrimination
• Job description and advertisement templates
• Selection process and timeframe
• How to review resumes and cover letters
• The expected amount of short-listed applicants
• How to check references
• How to select a suitable candidate and offer the job
Related reading: Recruitment Process Steps: What Is Involved?
3. Internet and email policy
This policy outlines how companies expect employees to use their email accounts
and the internet. It helps to save time and promote efficiency. It also sets up
procedures to minimize risk, which is especially important for secure networks. An
internet and email policy may cover the following things:
• Internet access rules
• Appropriate online usage
• Controls on misuse of the internet
• Restrictions on web browsing
• A security protocol for online data
• Download rules
• Social networking rules
• Work email usage rules
• How to frame emails to colleagues
• Work email usage at home or outside the office
Related reading: How To Write an Email: Your Complete Guide

4. Mobile phone policy
A mobile phone policy covers the rules of mobile phone usage in the workplace. It
may cover personal mobile phone usage as well as work mobile phones. They
provide employees with a comprehensive set of rules about when and how they are
allowed to use their mobile phones. This sort of policy is set up to promote
productivity and reduce distractions. It may cover the following:
• When you can use your personal mobile phone
• Where you can keep your personal mobile phone during office hours
• Rules surrounding personal phone calls
• How to use your work mobile phone
• What is and isn't acceptable use for you work mobile phone
5. Smoking policy
A smoking policy covers a workplace's rules regarding smoking and tobacco use.
Many companies do not allow smoking on their premises. It's important for
employees to know where and when they can smoke, if applicable. A smoking policy
may cover the following:
• Whether smoking is allowed
• Designated smoking areas
• Smoking breaks
• Smoking off-site
6. Drug and alcohol policy
This type of policy covers a company's rules regarding drug and alcohol use. It may
mention procedures for dealing with rule-breaking. It may also mention the
procedure for dealing drug testing. A drug and alcohol policy is usually a strict list of
rules that may cover the following:
• A company's tolerance to drug and alcohol use
• Drug testing rules
• Alcohol use rules (i.e., Friday drinks)
• Procedure for dealing with intoxicated individuals
7. Health and safety policy
This type of policy covers a company's obligations under work health and safety
laws. It is an important policy because it establishes how employees are protected.
Such a policy may cover the following:
• Risk assessment
• Employee safety training
• First aid information

• Equipment maintenance
• Safe handling of materials and substances
• Supervision rules
• Delegation of authority
• Accident training
• Physical and mental health information
• Monitoring hazards
• Emergency procedures
Related reading: How To Request a Mental Health Day
8. Anti-discrimination and harassment policy
An anti-discrimination and harassment policy is important to promote a healthy and
positive workplace for all employees. One of the key things to include in this policy
is education. Education is one of the best ways to prevent discrimination and
harassment. This type of policy may cover the following:
• Procedure for employee complaints
• Education and training for employees
• Provide a clear definition of discrimination and harassment
• Guidelines for dealing with discrimination and harassment
• How management expects to respond to complaints
• Confidentiality information
Related reading: 5 Steps To Become a Better Ally at Work
9. Grievance handling policy
A grievance handling policy is particularly important for employees. A grievance is a
formal complaint made by an employee towards an employer. This policy can
outline your rights as an employee and how the company expects to respond to
your grievance. The policy can cover the following:
• Procedure for submitting a formal grievance
• Company policy regarding response
• Procedure for investigating the grievance
• Time frame
• Confidentiality
• Possible outcomes
• Appeal information
10. Discipline and termination policy

A discipline and termination policy establishes how a company may handle
employees who don't follow their policies. It demonstrates consequences and
possible dismissals. This type of policy is important for employees as it lists their
rights in terms of discipline and termination. This policy may cover the following:
• Procedure for dealing with incidents that go against company policy
• How a company responds to rule breaks
• Your rights to appeal discipline
• Procedure for an investigation into incidents
• Reasons for termination
• Pre-termination procedure
• How to tell an employee they have been let go
• Post-termination procedure
WHAT IS COMMUNICATION?
Communication is simply the act of transferring information from one
place, person or group to another.
Every communication involves (at least) one sender, a message and a recipient.
This may sound simple, but communication is actually a very complex subject.
The transmission of the message from sender to recipient can be affected by a huge
range of things. These include our emotions, the cultural situation, the medium
used to communicate, and even our location. The complexity is why good
communication skills are considered so desirable by employers around the world:
accurate, effective and unambiguous communication is actually extremely hard.
A communication therefore has three parts: the sender,

the message, and the recipient.
The sender ‘encodes’ the message, usually in a mixture of words and non-verbal
communication. It is transmitted in some way (for example, in speech or writing),
and the recipient ‘decodes’ it.
Of course, there may be more than one recipient, and the complexity of
communication means that each one may receive a slightly different message. Two
people may read very different things into the choice of words and/or body
language. It is also possible that neither of them will have quite the same
understanding as the sender.
In face-to-face communication, the roles of the sender and recipient are not distinct.
The two roles will pass back and forwards between two people talking. Both parties

communicate with each other, even if in very subtle ways such as through eye-
contact (or lack of) and general body language. In written communication, however,
the sender and recipient are more distinct.
Read more at: https://www.skillsyouneed.com/ips/what-is-communication.html
VERBAL COMMUNICATION
Verbal Communication: Oral communication is the most used form of communication
done with words. Verbal communication is nothing but words that come out of our
mouth to convey a message or idea via sound. The various modes of verbal
communication are face-to-face discussions, presentations, intercom, messages
delivered on phones, telephonic conversations, radio, transistor, skyping or video
chatting, speeches, interviews, etc.
Effective Oral Communication

Strong verbal communication skills are important for everyone to master. They are
extremely valuable in both your personal and professional life. When speaking clearly,
confidently, and with poise, you are much more likely to command the respect of
others and build rapport. This is particularly important in business interactions.
Conversation management skills are essential for small business owners
and managers who handle much of the burden in such areas as company/customer
presentations, employee interviews, giving speeches, and conducting meetings. For
verbal communication to be effective, it should be clear, relevant, tactful in
forming phrases and tone, concise, and informative.
Presentations or conversations that have these factors included usually bear good
fruits. Unclear, inaccurate, or inconsiderate business communication, on the other
hand, can waste valuable time, alienate employees or customers, and damage
business reputation.
Nonverbal elements such as posture, gestures, and facial expressions are also
important factors in developing good verbal communication skills. Your outward
appearance mirrors your inner mood.
Thus good posture suggests poise and confidence; stand neither at rigid attention nor
with sloppy casualness draped over the podium, but upright with your weight about
equally distributed on each foot. Some movement may be helpful to hold listeners’
attention or to increase emphasis, but constant shifting or pacing should be avoided.
Likewise, hand and arm gestures can be used to point, describe, or emphasize, but
they should be varied, carefully timed, and adapted to the audience.
Ultimately, good speakers should make frequent eye contact with the audience, let
their facial expression show their interest in the ideas they are presenting, dress in a
way that is appropriate for the occasion and keep their energy levels high.
Factors of Effective Verbal communication:
1. Think before you speak
By organizing your thoughts in advance, you can eliminate many of the awkward
pauses that occur when speaking. It will also help you relay your information more
concisely.
While writing down your thoughts is not always possible in impromptu discussions, it is
still effective to take a minute to organize your thoughts in your mind before you begin
to speak.

2. Speak with confidence
Speaking in a confident manner will help you build trust and command the respect of
your audience. There are several factors which can impact your ability to speak
confidently, including your command of the subject matter, your word choice, the tone
of your voice, your body language, and your ability to make direct eye contact with
your audience.
3. Be clear and concise
The most effective way to get your point across is to make it in a clear and concise
manner. Avoid using complex, convoluted sentences, and try to state
your argument in direct language. Before speaking, ask yourself, “What is the clearest
way I can make my point?”
4. Be aware of your non-verbal communication cues
Your body language significantly impacts the way others interpret what you say. Pay
attention to the gestures you make, your facial expressions, and your body language
to ensure they align with the message you are trying to get across.
5. Be a good listener
Being a good listener is as important as being a good speaker, and it will improve the
quality of your verbal interactions. It shows the people you are speaking with that you
genuinely care about their ideas, and it helps ensure you understand their needs. This
will enable you to build trust and rapport much quicker.
6. Think about the perspective of your audience
Just because you have a strong command of a topic doesn’t mean the people you are
speaking to have the same knowledge as you.
Try to think about how someone else will understand what you are trying to
communicate, particularly if they lack the technical knowledge about a subject
that you possess.
7. Vary your vocal tone
Speaking in a monotone voice is a surefire way to bore your audience. Instead, use
voice inflection to add emphasis to important points, and vary the pitch of your voice
to express emotion. This will help keep your audience engaged in your message.

Strong verbal skills will help to encourage essential discussion while playing a major
role in bringing people together. Ask questions if you are wondering about a new
concept in order to become more knowledgeable about that topic. Explain why you
are confused about a certain policy to get the assistance required for a better
understanding of that set of guidelines.
Express what you experienced in a certain situation so you can work through what
you are feeling. Relaying this information will not only help yourself, but also those
who you are speaking with by solving problems, making connections, and avoiding
conflicts. Additionally, be prepared to serve as a good listener in return because
lacking the ability to give the same level of attention that you expect from somebody
else when you are speaking is not fair.
Effective verbal communication is an important skill to understand. Having the

courage and ability to convey your thoughts in a respectable way will help enhance
mutual understanding, trust, decision-making, and problem-solving between yourself
and others, making the act of properly speaking and listening to an imperative
influence on how we learn and think for ourselves.
What Is Non Verbal Communication?
Non-verbal communication is the sending or receiving of wordless messages. We

can say that communication other than oral and written, as gesture, body language,
posture, tone of voice or facial expressions, is called non-verbal communication.
Non-verbal communication helps receiver in interpreting the message

received. Frequently, non-verbal signals reflect the situation more accurately
than verbal messages. Sometimes non-verbal response contradicts verbal
communication and thus affects the effectiveness of message.
We can define non-verbal communication in the following ways:

• Non-verbal communication is communication through any means other
than words.
• It is the transmission of message by some medium other than speech or

writing.
• It refers to all external stimuli other than the spoken or written words and
that includes body motion, characteristics of voice, appearance, and space
distancing.
• It is the communication that uses non-linguistic means to convey the

message.
• It refers to the transfer of meaning by body-language, space, time and

paralanguage.
Elements of Non Verbal Communication
• Non-verbal communication has the following three elements:

1. Appearance: Speaker: clothing, hairstyle, neatness, use of cosmetics.
2. Surrounding: room size, lighting, decorations, furnishings.
3. Body Language: Facial expressions, gestures, postures.
4. Sounds: Voice tone, Volume, Speech rate.
Non-verbal communication, or body language, is a critical form of communication –

a natural, unconscious language that broadcasts our true feelings and purposes in
any given moment, and clues us in to the feelings and intentions of those around
us.
7 Types of Nonverbal communication are briefly explained below:

• Facial expressions
• Body movements and posture
• Gestures
• Eye contact
• Touch
• Space
• Voice
Facial expressions
The human face is extremely expressive, able to express countless emotions
without saying a word. And unlike some forms of non-verbal communication, facial
expressions are universal. The facial expressions for happiness, sadness, anger,
surprise, fear, and disgust are the same across cultures.

Body movements and posture
Believe how your perceptions of people are affected by the way they sit, walk, stand
up, or hold their head. The way you move and carry yourself communicates a
wealth of information to the world. This type of non-verbal communication includes
your posture, bearing, stance, and elusive movements.
Gestures
Gestures are woven into the fabric of our daily lives. We wave, point, beckon, and
use our hands when we’re arguing or speaking animatedly – expressing ourselves
with gestures often without thinking. Nevertheless, the meaning of gestures can be
very different across cultures and regions, so it’s important to be careful to avoid
misinterpretation.
Eye contact
Because the visual sense is dominant for most people, eye contact is a particularly
important type of non-verbal communication. The way you look at someone can
communicate many things, including interest, affection, hostility, or attraction. Eye
contact is also crucial in maintaining the flow of conversation and for gauging the
other person’s response.
Touch
We communicate a great deal through touch. Think about the messages given by
the following: a firm handshake, a timid tap on the shoulder, a warm bear hug, an
assuring pat on the back, a patronizing pat on the head, or a controlling grip on your
arm.
Space
Have you ever felt uneasy during a conversation because the other person was
standing too close and invading your space? We all have a need for physical space,
although that need differs depending upon the culture, the situation, and the
closeness of the relationship. You can use physical space to communicate many
different non-verbal messages, including signals of intimacy, aggression,
dominance, or affection.
Voice
It’s not just what you say, it’s how you say it. When we speak, other people “read”
our voices in addition to heeding to our words. Things they pay attention to include
your timing and pace, how loud you speak, your tone and inflection, and sounds
that convey understanding, such as “ahh” and “uh-huh.”
Example: Think about how tone of voice, can show sarcasm, anger, affection, or
confidence.
Tips for Reading Body Language and Non-verbal Communication

Once you’ve developed your powers to manage stress and recognize
emotions, you’ll naturally become better at reading the non-verbal signals
sent by others.

Pay attention to inconsistencies: Non-verbal communication should reinforce
what is being said. Is the person is saying one thing, and their body language
something else? Example: Are they telling you “yes” while shaking their head no?
What are Modes of Communication? | Modes & Types of

Communication with Examples,
10 Modes of Communication: Communication is the action of sharing and

transferring data and information between two or more individuals or a group of
some people. Furthermore, all the communication processes require a medium, a
message, a sender, and a receiver. Message transmission also involves some
emotions and various cultural significances associated with it. And due to some
differences in the perception and understanding, the receiver involved in the
communication might also not be able to interpret the message according to the
original sender’s intentions.
Now moving on to the importance of communication, starting from the business

report preparations to answering any phone call or just nodding the head in
approval, communication is essential in one form or the other. Furthermore, some
modes of communication are also in higher demand in sales or services, and they
are also the essential eligibility criteria for applying for such jobs. Thus, for better
accomplishment of many duties, modes of communication play a vital role. They are
also helpful in bettering relationships in the workplace and enhancing the success
chances for careers.
Gossips with friends, conversations on Television, email, and WhatsApp chatting,

chirping of birds, dogs’ barks, receiving details and facts from satellites, and others;
all make the entire World a communication-centric one. Sharing all the emotions,
feelings, discussing any thoughts, ideas, and opinions, and sharing facts with any
individual or group of people is essential in daily life. For all these to seamlessly
occur, we must have good communication skills.
https://www.learncram.com/english/modes-of-communication/

There are four main types of workplace communication: verbal, body, phone
and written. During any point in the workday, you are always faced with at least
one. Understanding how to communicate within these fields can be one of the
most delicate skills an employee can learn.
communication channels are mediums through which you can send a message to its
intended audience. For example, phone calls, text messages, emails, video,
radio, and social media are all types of communication
It's critical to realize that whenever you are communicating with a project
stakeholder that the medium you use to communicate your message is just as
important as the message itself. If you use the wrong medium, your message
may never get through to the receiver or may be misunderstood.
Communication systems are the various processes, both formal and informal,
by which information is passed between the managers and employees within a
business, or between the business itself and outsiders.
What are the communication procedure?

The communication process is made up of four key components. Those components
include encoding, medium of transmission, decoding, and feedback. There
are also two other factors in the process, and those two factors are present in the
form of the sender and the receiver
Effective communication is a process of exchanging ideas, thoughts, knowledge and

information such that the purpose or intention is fulfilled in the best possible
manner. In simple words, it is nothing but the presentation of views by the sender in
a way best understood by the receiver.
Content: Effective Communication
1. Characteristics
2. Skills
3. Significance
4. Barriers
Characteristics of Effective Communication

Just d elivering a message is not enough; it must meet the purpose of the send er.
Keepi ng this in mind, let us discuss the elements which make communication
effective

• must be simple, easy to understand and systematically framed to retain its
meaningfulness.
• Correct Message: The information communicated must not be vague or
false in any sense; it must be free from errors and grammatical mistakes.
• Complete Message: Communication is the base for decision making. If the
information is incomplete, it may lead to wrong decisions.
• Precise Message: The message sent must be short and concise to facilitate
straightforward interpretation and take the desired steps.
• Reliability: The sender must be sure from his end that whatever he is
conveying is right by his knowledge. Even the receiver must have trust on
the sender and can rely on the message sent.
• Consideration of the Recipient: The medium of communication and other
physical settings must be planned, keeping in mind the attitude, language,
knowledge, education level and position of the receiver.
• Sender’s Courtesy: The message so drafted must reflect the sender’s
courtesy, humbleness and respect towards the receiver.
Lines of communication
Lines of communication are the routes used to communicate by people or groups
who are in conflict; a government might open lines of communication with terrorists
if it wished to negotiate with them

https://careertrend.com/list-6794360-strengths-weaknesses-verbal-
communication.html
SELF-CHECK 1.1-1
I. MATCHING TYPE. Match the medium of communication identified
in Column A. Choose the category indicated in Column B. Write the
answer of your choice before each number.
COLUMN A COLUMN B
1. Voice A. Non verbal
2. Posture B. Verbal
3. Presentation C. Written
4. Speech
5. Giving credit to others
6. Contracts
7. Memos
8. Handshake
9. Emails
10. Asking for clarification
II. Choose the best answer. Encircle the correct answer.

1. It covers the rules and regulations, employees and follow to keep the business
running
a. organizational policies
b. safety
c. work place procedure
d. policy

2. This is a policy that covers the rules of usage in workplace. The company provide
a comprehensive set of rules on when and how they are allowed to use. This I to
promote productivity and reduce distractions.
a. Internet and email policy
b. Mobile phone policy
c. Drug and Alcohol policy
d. Smoking policy
3. A policy that establish how company handle employees who don’t follow
their policies. It demonstrates consequences and possible dismisses.
a. Grievance handling policy
b. Company policy
c. Ant-discrimination and harassment policy
d. Discipline and termination policy
4. This is a type of communication sending or receiving of wordless messages

a. Verbal communication
b. Written communication
c. Non-verbal communication
d. Facial expression
5. A type of non-verbal communication that human face is extremely expressive to

express countless emotions without saying a word.
a. Gestures
b. Facial expression
c. Body movements
d. Touch
6. A type of communication that should be clear concise, accurate, professional that

includes all necessary information.
a. Written communication
b. Memorandum
c. Report
d. Advertisement
7. This is the routes used to communicate by people or groups who are in conflict
a. Verbal communication
b. Emails
c. Lines of communication
d. Phone call

8. A type of non-verbal communication includes posture, bearing stance and elusive
movements
a. Gestures
b. Body movements and posture
c. Facial expression
d. Eye contact
9. This is an act of transferring information from one place, person or group to

another
a. Communication
b. Written
c. Facial expression
d. Work etiquette
10. This is a type of policy covers a company’s obligation under work health and
safety laws. This policy is important. It establishes more employees are protected.
a. Health and safety policy
b. Drug and alcohol policy
c. Harassment policy
d. Grievance handling policy

ANSWER KEY 1.1-1
TEST 1. MATCHING TYPE
1. Non Verbal
2. Non verbal
3. Verbal
4. Verbal
5. Verbal
6. Written
7. Written
8. Non Verbal
9. Written
10. Verbal
II. CHOOSE THE CORRECT ANSWER

1. A
2. B
3. D
4. C
5. B
6. A
7. C
8. B
9. A

10. A
INFORMATION SHEET 1.1-2

COMMUNICATION SOURCES
Learning Objective/S:
After reading this Information Sheet, you must be able to:
1. Identify the different types of communication sources
2. Acquire skills needed to communicate to various sources
Introduction
Communication is a vital part of being a team. However, there are other people
besides your team, you also need to communicate. These are the appropriate
sources.
The sources are classified as Internal and External sources
Internal Sources
This refers to the people who are already part of your company that you
communicate with. This includes;
• Team members
• Supervisors/Department heads

COMMUNICATION WITH THE TEAM MEMBERS
Communicating effectively with your team builds a happy and healthy workplace. It
makes the team more efficient and the work easier for everyone.
Tips for effective communication
• Take responsibility and be a good example
➢ As one who understands, take the responsibility of being the model of
what your members to be. Lead your team be setting a good example
• An intention for connection.
➢ Aim for a respectful and compassionate quality of connection, so that
everyone can express themselves, be heard and understood. Trust
that the connection is more important and more nourishing than being
right, or even just having your say. Connection means to try to be
open and stay in touch with what matters to the other person – and to
yourself – in each present moment.
• Keep a tight agenda
➢ Always know what to talk about and when to talk about these things.
Do not deviate from yours plans. Allot right timing for everything.
When in a meeting, provide your team members a detailed agenda of
what you are going to talk.
• Ask for questions from others
➢ Check if the things have been clear to everybody. Encourage them to
ask questions and clarify instructions
COMMUNICATING WITH A SUPERVISOR/DEPARTMENT HEAD
Communicating with the Boss or Department heads can be challenging especially if
you feel very inferior with them, communication with them should not feel bad,
intimidating or challenging.
TIPS ON HOW TO COMMUNICATE WITH SUPERIORS

1. Before you speak to your boss, write down all the topics you want to discuss and
what you hope to communicate.
2. Make sure you’re clear about what you want or need from your boss.
3. Make “I” statements, such as “I need guidance,” instead of “you” statements,
such as “You haven’t given me guidance.”
4.If at all possible, talk to your boss before issues become heated and you become
emotionally involved.
5.Be an active listener. Learn to really listen and understand what your boss
says. If you missed or weren’t clear about a point, ask your boss to repeat or
clarify it.
6. Be assertive, not aggressive.
7. Keep an open mind and be open to compromise.
8. Avoid gossiping or spreading rumors to your boss.
9. Have a positive attitude.
10. Communicate regularly with your boss to develop and maintain a comfortable
relationship.
** Be solution focused when consulting problems. Always have solution in mind.
EXTERNAL SOURCES
The external sources refer to the people outside your company you
communicate with. This includes;
1. Suppliers
2. Trade Personnel
3. Local Government
4. Industry Bodies
5. Customer/Guest
These are termed sources in a true communication flow this sources can play the
role of a sender or a receiver of the message

COMMUNICATION WITH CUSTOMERS/GUEST
Communication with your guest effectively is essential in maintaining the reputation
of any business
Maintaining a company's reputation requires effective communication with its
customers. Polite and good service is likely to be one of the reasons a customer will
use the service again.
Tips for effective communication skills
• Active Listening skills is one of the most important skills anyone can
develop, from directors down.
• Patience can help you calmly communicate how you’re feeling, even when
you’re frustrated and annoyed, which gets your point over better and is far less
likely to get someone’s back up or cause an argument.
• Attentiveness is a pillar of emotional intelligence. Successful customer
support teams are able to set aside distractions and remain fully present
during customer interactions.
• Accuracy of information is key.
• Proactive approach always delights customers.
• Attentiveness helps.
• Avoid interrupting.
• Know your product/service offered inside out.
• Honesty works every time.
• Active Listening and acknowledgements do wonders
Successful communication helps us better understand people and situations. It

helps us overcome diversities, build trust and respect, and create conditions for
sharing creative ideas and solving problems.
HANDLING DIFFICULT CUSTOMERS

Although “the customer is always right,” they may not always be easy to deal with.
Learning how to deal with difficult customers is an important step for any business
owner, especially those who work in the customer service industry. Even businesses
with the best products and services are bound to have occasional run-ins with angry
customers.
To build a positive reputation with consumers, it is important to have properly
trained staff who can handle difficult people and resolve customer the first strategy
in turning unhappy customers from grumpy to grateful is to thank them for sharing
their bad experience with you.
“Once you flip the switch and start with ‘thank you,’ the response is out of the
ordinary for them. This works in every business, and once the strategy is taught to
the customer service teams, sales divisions, and leadership, the impact is amazing.”
Handling an angry customer doesn’t stop there. Here are several other techniques

and strategies that your team can learn to enhance the quality of customer service
when dealing with complaints.
10 strategies for dealing with difficult customers
1. First and foremost, listen. Do not try to talk over the customer or argue with
them. Let the customer have their say, even if you know what they are going
to say next, that they don’t have all the information or that they are
mistaken. As you listen, take the opportunity to build rapport with the
customer.
2. Build rapport through empathy. Put yourself in the customer’s shoes. Echo
the source of their frustration and show that you understand their position
and situation. If you can empathize with a customer’s problem, it will help
calm them down.
3. Lower your voice. If the customer gets louder, speak slowly, in a low tone.
Your calm demeanor can carry over to them and help them to settle down. As
you approach the situation with a calm, clear mind, unaffected by the
customer’s tone or volume, their anger will generally dissipate.
4. Respond as if all your customers are watching. Pretend you are not talking
only to the customer but to an audience that is watching the interaction. This
shift in perspective can provide an emotional buffer if the customer is being
verbally abusive and will allow you to think more clearly when responding.
Since an unruly customer can be a negative referral, assume they’ll repeat
the conversation to other potential customers; this mindset can help you do
your best to address their concerns in a calming way.
5. Know when to give in. If it is apparent that satisfying a rude customer is going
to take two hours and a bottle of aspirin and still result in negative referrals, it
may be better to take the high road and compromise in their favor. This will
give you more time to nurture other, more productive customer relationships.
Keep in mind that the interaction is atypical of customers and you’re dealing
with an exception.
6. Stay calm. If the customer is swearing or being verbally abusive, take a deep
breath and continue as if you didn’t hear them. Responding in kind will not
solve anything, and it will usually escalate the situation. Instead, remind the
customer that you are there to help them and are their best immediate
chance of resolving the situation. This simple statement often helps defuse
the situation.

7. Don’t take it personally. Always speak to the issue at hand and do not get
personal, even if the customer does. Remember that the customer doesn’t
know you and is just venting frustration at you as a representative of your
company. Gently guide the conversation back to the issue and how you
intend to resolve it.
8. Remember that you’re interacting with a human. Everyone has an occasional

bad day. Maybe your rude customer had a fight with their spouse, got a traffic
ticket that morning or had a recent run of bad luck. We’ve all been there, to
some degree. Try to empathize and make their day better by being a
pleasant, calming voice – it’ll make you feel good, too.
9. If you promise a callback, call back! Even if you promised an update that you
don’t have yet, call the customer at the scheduled time anyway. The
customer will be reassured that you are not trying to dodge them and will
appreciate the follow-up.
10. Summarize the next steps. At the end of the call, let the customer know
exactly what to expect, and then be sure to follow through on your promises.
Document the call to ensure you’re well prepared for the next interaction.

INFORMATION SOURCES AND COMMUNICATION STORAGE
Learning Objective:
After reading this Information Sheet, you will be able to;
1. Access relevant information from appropriate sources;
2. Identify different types of communication media and storages
3. Compare advantages and disadvantages of different communication media
and storages
Introduction
No one can escape the absolute necessity of technology in our daily lives. Each of
us is so heavily dependent on technology that we cannot do anything easily without
it.
Technology is important because it is used in all areas of life. When you contemplate
your daily routine and count all the technology gadgets you consume in just one
day, you will realize how important technology is when you use mobile, watch TV,
drive a car, and use a computer or any electrical machine. day after day is
increasing depending on technology whether during communication or
transportation or search for any information or even entertainment. Technology can
not only help with the present but also bring the future closer. Hence, technology is
undeniably important in our lives.
Three sources of Information

1. PRIMARY SOURCE - are original materials, regardless of format. Letters,
diaries, minutes, photographs, artifacts, interviews, and sound or video
recordings are examples of primary sources created as a time or event is
occurring.
2. SECONDARY SOURCE - provide second-hand information and commentary
from other researchers. Examples include journal articles, reviews, and
academic books. A secondary source describes, interprets, or synthesizes
primary sources
3. TERTIARY SOURCES - are publications that summarize and digest the
information in primary and secondary sources to provide background on a
topic, idea, or event. Encyclopedias and biographical dictionaries are good
examples of tertiary sources.
Information drives communication in the workplace, and communication in

turn allows all the members of the organization, from entry-level people to
the CEO, to work in harmony toward accomplishing the company's goals and
to maximize productivity. A company uses internal sources of information --
its own employees and managers -- as well as outside sources including
customers, vendors, industry experts and the news media.
Formal sources of information can come from within or outside the
organization and include:
• Internal. Computer systems (human resource, accounting, clients,
inventory, purchasing) Staff records. Accounting records. Annual
reports. ...
• External. Professional journals. Books. Surveys. Industry or government
reports.
COMMUNICATION STORAGES
There are two ways of storing data

1. Manual filling system – refers to the act of storing data in paper files,
folders, and cabinets
2. Computer filling system – refers to the act of storing data in electronic
devices

MANUAL FILLING SYSTEM
• The type of filling system requires a physical place where data and
information are stored and managed, physical storage may be simple as
a folder or as extensive as a whole building.
• Maintenance, the system requires budgetary allotments for storage, space,
filling equipment and other administrative expenses
ADVANTAGE
• convenient and easily accessible since you only need a pen and paper. All
calculations are performed manually, which eliminates the risk of duplication
mistakes and corrupt data. Plus, you don't have to worry about power or
internet outages. Correcting entries is easier, too.
• Cannot be tampered or edited illegally
DISADVANTAGE
• Takes Up a Lot of Space. The biggest downfall to manual document filing is
the amount of space it can take up. ...
• Prone to Damage and Being Misplaced. ...
• Hard to Make Changes. ...
• Access Time. ...
• Lack of Security. ...
• Higher Cost.
COMPUTER/ELECTRONIC/DIGITAL FILLING SYSTEM

• A digital filing system, as the name suggests, is a way to use technology
to convert some of the more traditional filing systems you're dealing
with — ranging from regular filing cabinets to those stacks of folders that
litter your office — into a digital format.
• This is a computer-based for storage, cataloguing and retrieval of documents
• The storage reduced storage space requirement and decreases equipment
and labor cost.
Disadvantage of File-oriented system:

1. Virus and hacking attacks – Virus may be a worm and hacking is just an
unauthorized access over computer for a few illicit purpose. ...
2. Online Cyber Crimes
3. Reduction employed opportunity
4. High cost
Advantage of File-oriented system:
1. Computerized system is easier to access data
2. Accuracy data
3. Store data in off-site location, safety from natural and man made disaster
4. Cost-effective
5. Save time
STORING ORGANIZATIONAL INFORMATION

Records are often stored for many years, storage system needs to be keep in good
condition, secure and accessible. An organization may have different system for
storing.
• Print documents
• Electronic documents
• Confidential documents
• Archive documents
Archives are old documents that are kept in long-term storage. These documents
cannot be destroyed, for legal or other reasons before a specified date.
It would be important to consider how you want to keep those files safe and to make
backup copies of them on a flash drive, other storage devices, or with a web-based
storage service to prevent unauthorized access to records in active use and safely
stored away. All other records in office areas should be stored securely in filing
cabinets, drawers, cupboards or shelves.
INFORMATION STORAGE PROTOCOLS
The organization is responsible for the safe and secure storage and handling of its
documents and records. This system must be supported by the organization’s
policies and procedures for documentation methods of filling, retrieval, release of
information and maintenance of confidentiality.
Corollary elements to a data storage policy address several

important factors:

• types of data and information;
• location of data;
• timeline for storage;
• retrieval mechanisms to gain access to the data;
• mechanisms to identify different generations or versions of data, and when

stored data becomes archived data;
• budgetary considerations; and
• employees responsible for data storage activities.
The way data is stored plays a major role in how easy it is to control access,
use and protect. When business information is properly collected, managed and
disposed of at the end of its lifecycle, it reduces the risk of theft, security breaches
and physical damage, while aiding business intelligence and operations.
Data management is essential to organizations of all sizes. By having trusted

access to data safely and securely, businesses can effectively manage and analyze
one of their most valuable resources to make informed decisions, optimize
operations and reduce expenditures, while increasing revenue and profits
LEGAL AND OPERATIONAL REQUIREMENTS
The storage of most operational documents, and particularly personal and case
related documents, is prescribed by legislation or organizational protocol.
USING DATABASE
Any structured collection of data is referred to as a database. Sets of client records,

for example, are saved on a computer or kept in folders in a cabinet, or contact
information or records are kept on an index card system. Protocols for naming files
and storing them in the correct locations
Regardless of its physical form, information must be current and accurate. When
many users have access to the database, maintaining the date becomes more
difficult and critical.

Data accuracy strategies must be formalized in a system. This system should be
time-efficient, simple to use, and effective. To ensure ongoing maintenance, all
users must be educated about their responsibilities.
SELF CHECK 1.1-2/1.1-3
TEST I. IDENTIFICATION WRITE THE CORRECT ANSWER BEFORE EACH

NUMBER.
1. This refers to the people who are already inside or are already part of
the company that you communicate with.
2. This are original materials, regardless of the format, letter, diaries,

minutes.
3. Refers to the act of storing data in paper files, folders, and cabinets.
4. This is challenging especially if you feel very inferior with them,

communication should
not feel bad, intimidating or challenging.

5. Refers to the act of storing data in electronic device.
6. Old documents that are keep in long -term storage. These

documents cannot be destroyed for legal purposes.
7. Any structured collection data.
8. Storage of most operational documents, particularly personal, case

related documents
9. This is essential to organization. Trusted access to data safety and

security.
10. Computer base for storage, cataloguing and retrieval of documents.
TEST II. TRUE OR FALSE. Write True if the statement is correct and Write
False if the statement is incorrect.
1. Communication in a vital part of being a team.
2. Internal sources refer to the people who are already part of the
company that you communicate with.
3. Poor communication give’s good reputation to the company and makes

the customer come back for another service.
4. If customer complaints thru phone call always send them to phone

chain.
5. Talk over to the customer or argue with them in case there is a

complaint.
6. Lower your voice. If customer gets louder speak slowly in a low tone.
Your calm demeanor can carry over and help them settle down.
7. Effective communication, attentiveness is a pillar of emotional

intelligence.
8. To build a positive reputation with customers, it is important to have

properly trained staff to handle difficult people.
9. Say calm. If the customer is swearing or being verbally abusive, take a

deep breath and continue as if you didn’t hear them.
10. If you promise a call back, don’t call back let the customer wait, even
if you promise to give update to their complaint.

ANSWER SHEET 1.1-2/1.1-3
I.IDENTIFY
1. Internal source
2. Primary source
3. Manual filling
4. Communicating boss
5. Computer filling system
6. Archives
7. Database
8. Legal and organization requirements
9. Data management
10. Computer/electrical/digital filling system
II. TRUE OR FALSE
1. True
2. True
3. False

4. False
5. False
6. True
7. True
8. True
9. True
10. False
LEARNING EXPERIENCES
LO2. Perform duties following workplace instructions
LEARNING ACTIVITIES SPECIAL INSTRUCTION

Read Information 1.2-1 Read and understand the information
Workplace etiquette sheet. If you cannot understand its
Participate in workplace meetings and contents you may ask for clarification
discussion with your Facilitator
Answer Self Check 1-2-1 Compare answers with Answer Key1.2-
1.If you didn’t get the perfect answer
study again the 1.2-1
Read information sheet 1.2-3 Read and understand the information
Participation in workplace meetings and sheet. If you cannot understand its
discussion contents you may ask for clarification
with your Facilitator
Answer Self-check 1.2-3 Compare answers with Answer Key1.2-
3.If you didn’t get the perfect answer
study again the 1.2-3
Once you are done with these activities,
please proceed to Learning outcome 3

Workplace Etiquette
Learning Objective:
After reading this Information sheet, you must be able to:

1. Distinguish between ideal and non-ideal attitude in a workplace
2. Demonstrate the ideal workplace etiquette in a specific situation
WORKPLACE ETIQUETTE
Set of conventional rules of personal behavior in polite society, usually in the form
of an ethical code that delineates the expected and he expected and accepted
social behaviors that accord with the conventions and norms observed by a society,
a social class, or a social group.
Workplace etiquette can be defined as a part of unwritten rules that an employee

must observe while inside the workplace or while performing one’s professional
duties.
COMMON WORKPLACE ETIQUETTE TIPS FOR PROFESSIONALS

Make a Good First Impression

People often form impressions about others within seconds of meeting them, so it’s
important to ensure you present yourself as a professional. Be aware of your body
language and how others may perceive it. A good rule of thumb is to stand straight,
maintain eye contact, and smile! Make sure you know the workplace dress code and
oﬃce policies ahead of time. Arrive on-time and be prepared for important
meetings.
• Maintain eye contact
• Give a gentle, but firm handshake
• Genuinely smile at people
• Dress professionally
Avoid Gossip
How you treat people says a lot about you. Don’t make value judgments on people’s
importance in the workplace or speak negatively about your coworkers, even if you
find yourself frustrated over a certain situation. Be thoughtful about how you
interact with your supervisor(s), peers, and subordinates as well.
Communication
Communication is an important part of workplace etiquette. It’s sometimes not what
you say, but how you say it that counts so be mindful of how you communicate with
your colleagues in meetings and one-on-one conversations. In regards to email, be
sure your correspondence inside and outside of your workplace is written clearly
and free of spelling errors. Remember, email is a permanent record of any
conversation so never put anything in writing that you would say to someone’s face.
Understand your Work Environment

The values, policies, and procedures of a workplace can be diﬃcult to discern at
first. If you are in a larger organization with a structured human resource division,
you may have access to an HR Manager or in-house trainings to keep you informed
of your organization’s expectations. In a smaller workplace setting, some of that
knowledge may come from observing others and asking questions of your
colleagues when needed. Lastly, observing the atmosphere and actions of others
can help you understand what’s appropriate and what’s not, and how to best
navigate the workplace while maintaining your professionalism.
WORK MEETING ETIQUETTE
Business meeting etiquette is a standard of behavior that is expected while you are
in the office or in meetings. Maintaining a high standard of professionalism and
respect is the essence of business etiquette and meeting etiquette. Behaviors such
as being on time, being off your phone for the entirety of the meeting, providing a
detailed meeting agenda, making introductions and listening without interruption
are all-important meeting etiquette rules. While these kinds of rules might not be
necessary for more informal discussions, it’s good to keep this set of business
manners in mind for more formal interactions, especially when you don’t know
everyone in the room.

8 Meeting Etiquette Rules to Remember
• Be punctual - One of the most important business etiquette rules is to be on

time. It demonstrates professionalism, respect, and careful planning. It's
common courtesy for the rest of the group to arrive on time to show respect for
other people's time. When leaders tolerate tardiness, people may begin to take
advantage of it. If you are late, most people will not and should not wait for you
to arrive at the meeting. Simply put, it does not look good! It's unprofessional, so
arrive early to the meeting so you have time to sit down and prepare for the
discussion ahead.
• Come prepared - Make sure your meeting agenda is distributed well in

advance, allowing time for the group to collaborate and make suggestions for
new items to include. By connecting Fellow to communication tools such as
Slack, you can easily add agenda topics to your Fellow meeting agenda. If any
documentation was sent with the meeting invitation, make sure to brief yourself
and familiarize yourself with the content so that you can participate actively.
Make a list of any questions or topics you want to bring up before the meeting so
that they don't slip your mind. If you've been asked to prepare anything ahead of
time, make sure it's properly accounted for.
• Speak clearly - It is critical to speak loudly and clearly enough for everyone to
understand. Millennials and Generation Z have a tendency to speak quickly, so if
this describes you, slow down to a pace that is easily understood by all.
Speaking clearly and loudly demonstrates confidence and professionalism. If
you're a soft speaker, work on this because quiet speakers often struggle to
come across as assertive and confident (even when they are!). Speaking clearly
will increase meeting productivity because everything will be understood and
nothing will need to be repeated.
• Actively listen and participate - Find a happy medium between actively

listening and participating in the ongoing discussions. When there are a lot of
people in the room, a good rule of thumb is to listen twice as much as you speak.
Nonverbal communication, such as nodding your head, writing notes, asking
questions, or contributing comments, are some ways to demonstrate to the
speaker that you are actively listening. Engaging in these activities will actually
help you maintain your attention so that you can listen more effectively and get
more out of the meeting. Active listening implies that when it is your turn to
speak, you will not repeat what has already been discussed and will be able to
contribute new insights, opinions.
• Give others the opportunity to speak - No one enjoys a meeting in which

one or two people dominate the entire conversation—the what's point of having
a team meeting in that case? Allow others to speak, and if you've just spoken,
take some time to actively listen to others. Wait patiently for your turn to
speak and look for appropriate cues to contribute to the conversation. When
you have updates and the conversation has stalled, it's a good time to
contribute if you're a subject matter expert on the topic. Write down any points
that come up while

others are speaking so you can go back and see if they're worth bringing up
later.
• Follow the agenda - Don't deviate from the meeting agenda. Staying on topic
is good meeting etiquette because it shows respect for the time and effort put
into organizing the meeting and the topics that will be covered. Now is not the
time to bring up topics that are not on the agenda. This will save you time and
make your discussion more productive. If you notice you've veered off topic,
make a note of it and bring the conversation back on track. You can always bring
up these side issues with the people who are directly involved later.
• Ask clarifying questions - Asking clarifying questions is proper business

meeting etiquette because it demonstrates that you are paying attention and
want to fully comprehend what has been discussed. However, make certain
that you ask questions at the appropriate times. When your question is
pertinent to what is being discussed and before the speaker or facilitator moves
on to the next topic, that is the appropriate time to ask it. A good facilitator
will periodically ask if there are any questions, but if that is not the case, don't
be afraid to clarify what has been discussed because you will get a lot more out
of the meeting if you fully understand what is being said. Avoid asking all of
your questions at the end of the meeting because this will cause this will be
time consuming.
• Be attentive to your body language - During meetings, it's critical to be

aware of your own habits and body language. It's natural to feel restless or bored
during long meetings. That being said, it's important to avoid doing things like
tapping or clicking your pen, fidgeting with your clothes, jewelry, or notebook,
swiveling your chair or experimenting with different heights, tapping your feet,
rustling papers, making quiet noises or humming, and, most importantly, DO
NOT pull out your cell phone. Turn off or silence your device and place it
somewhere out of sight, such as your purse, briefcase, or jacket pocket. If you
want to bring your laptop, check with the facilitator or meeting organizer ahead
of time to see if it's appropriate. While you may believe that these actions.
SELF-CHECK 1.1-2
I.IDENTIFY THE CORRECT ANSWER.
1. Set of conventional rules of formal behavior in polite society, in the

form of ethical circle.
2. it is the key important part of workplace etiquette.
3. It’s important to ensure you present yourself as professional. Be

aware of your body language of how others perceive it.
4. One of the important business etiquette rules is to be on time. This

demonstrate professionalism, respect and careful planning.

5. it is critical to speak loudly and clearly enough for everyone to
understand.
6. Don’t deviate from the meeting agenda. Staying on topic is good

meeting etiquette.
7. Happy medium between actively listening and participating in the

ongoing discussion.
8. Meeting agenda is distributed well in advance. Make a list of

questions or topics you want to bring up before the meeting.
9. It is critical to be aware of your own habits and body language.
10. The values, policies and procedures of a workplace can be difficult.

Observe the atmosphere and actions of others can help you understand.
ANSWER KEY 1.1-2
1. Workplace etiquette
2. Communication
3. Good first impression
4. Be punctual
5. Speak clearly
6. Follow the agenda
7. Actively listening and participate
8. Come prepared
9. Be attentive to your body language
10. Understand your work environment

WORKPLACE INTERACTION
Learning Objective:
After reading this Information Sheet, you must be able to;
1. Understand the different types of interaction present to workplace

2. Observe the proper telephone etiquette in handling calls from stakeholder
3. Enhance the utilization of the non-verbal communication in interacting with
others
FORMS OF WORKPLACE INTERACTIONS
What is a workplace interaction?

Image result for forms of workplace interaction

These are relationships between co-workers, managers and staff, and employees
with the public. Positive interactions increase good feelings, increase morale and
improve work satisfaction.
Four main types of workplace communication: verbal, body, phone and written.
During any point in the workday, you are always faced with at least one.
Understanding how to communicate within these fields can be one of the most
delicate skills an employee can learn.
In This Information Sheet, the different forms of workplace interactions/medium of

communication will be discussed further.
A. Face-to-face
Office meetings are an intrinsic part of running a business. They allow for the
business to have a common objective. They also allow every employee and
department in the business to know what they should be doing. Essentially, they
allow everyone to work towards a common goal.
A virtual meeting is a type of collaboration technique where people from anywhere

in the world can share their ideas using audio, video conferencing, screen sharing,
and webinars.
5 Benefits of Face-to-Face Communication
• Easier to convince people. When you’re conversing with someone who

disagrees with you, communication over text or email can be cumbersome and
ineffective. ...
• Stronger Connections – It’s the personal touch. Face-to-face interaction and

socialization lead to a sense of community and camaraderie, which leads to a
stronger working relationship in the long term. Seeing you makes a connection that
can’t be substituted by any other method. Physical meetings can be the next step –
but I have found that even the dynamic interaction of a Zoom call (with working
mics and cameras!) can establish real relational foundations.
• Better non-verbal understanding -body language. Non-verbal cues can tell

you a lot about a person, and that’s information that you can’t get over email, over
the phone, or even over video chat. So, don’t be full facial on your next Zoom call –
let people see your arms and hands – you know, let them feel they’re having a
meeting not just a phone call with video.
Body language can tell you how a person is feeling – and how they’re feeling about
what you’re talking about. It can tell you if they’re not confident about a sale or a
deal. If they’re inattentive to your pitch. If their friendliness is sincere or just an act.

• Quicker and more effective - talking with our own team or communicating
with a client or investor, email can cause more problems than it solves. Problem-
solving is done better face-to-face.
• More team participation – Getting your team all in one room can be a hassle,
but it’s worth it. People are more engaged and more collaborative in face-to-face
settings. This seems especially true for millennials, the generation most known for
being tech-reliant.
What is the disadvantage of face to face?
Disadvantages of face to face communication over written communication are

follows: Unsuitable for some people. Unsuitable for large audiences. Unsuitable for
large organizations.
1. Unsuitable for some people
➢ Face to face communication may not be possible for people who are
nervous or with poor communication.
2. Unsuitable for large audiences
➢ Face to face communication is not possible to establish a proper

rapport with a large group through face to face communication.
3. Unsuitable to large organization
➢ Face to face communication is unsuitable for large organizations as

they have branch offices located at different places and even in
different countries
4. Not accountable
➢ Face to face communication is difficult to hold someone responsible or

accountable for something spoken face to face
5. Low legal and reference
➢ Face to face communication is oral; no written records are kept so it

quoted in the court law
6. Poor retention by lister
➢ In face to face, the communicator can speak at the rate of 100 to 200
words per minute, while the listener brain can process about 600 to
700 words per minute. The result is that the listener’s mind wanders
and he does not grasp all the message of speaker.
B. TELEPHONE

Phone Etiquette
Answer the call within three rings - If your job requires you to be available to
callers at all times, you should do so. That means remaining focused and
responding to phone calls as soon as possible. The last thing you want to do is keep
a customer waiting after a series of interminable ringing or send them to voicemail
when you should have been able and ready to respond
This rule should be fairly simple to follow as long as you're alert and on your phone
at all times (excluding breaks). However, we recommend responding within three
rings to allow yourself enough time to get in the zone and prepare for the call.
Picking up the phone right away may leave you flustered.
Immediately introduce yourself - When you pick up the phone, you should
confirm with the person who has been called. In personal calls, simply say "Hello?"
and let the caller introduce themselves first. However, you should let the caller
know if they dialed the wrong number and who they are speaking with.
Answer the phone with, "Hi, this is [Your first name] from [Your company], how can I
assist you?" Your customer will be greeted warmly, which will encourage a positive
start to your call. And, if it turns out to be a frustrated college student trying to
order pizza, they'll appreciate your friendliness.
Speak clearly - While phone calls are a great option for those who dislike in-person
interaction, they do necessitate excellent communication skills. For one thing, the
person on the other end of the phone can only judge you by your voice because
they can't see your body language or, hopefully, kind smile.
You should always speak clearly. Without yelling, project your voice. You'd like to be
heard without having to repeat yourself. A confident, strong voice can increase a
customer's trust in you and your assistance. If you have poor cell service or are
unable to hear or be heard, ask to hang up and call back immediately.
Only use speakerphone when necessary - We've all experienced the difficulties
of using a speakerphone. It's easier for you because you can multitask with your

hands. For the other caller, it's like trying to hear one voice over the din of honking
taxis in Manhattan — impossible and frustrating.
Give your full attention to your customers and avoid using the speakerphone. This
makes it easier for both parties to be heard and ensures that you are paying
attention to them. You may need to use speakerphone on rare occasions, such as
during a conference call or when troubleshooting over the phone. While
speakerphone may be appropriate at these times, using a headset to remain hands-
free is always preferable.
Actively listen and take notes - When it comes to paying attention to your
customers, it's critical that you do so throughout the conversation. Active listening
entails hearing everything they have to say and basing your response on their
comments rather than following a script. This demonstrates to your customers that
you are present and understand their frustrations.
Taking notes during support calls is beneficial. You should keep a record of the
conversation, and taking notes will be extremely useful. It also ensures that, during
long-winded customer explanations, you can jot down the main points and move on
to problem-solving without requiring them to repeat themselves.
Use proper language - The language is a clear distinction between professional

and personal phone calls. It may be acceptable to use slang and swear words on the
phone with friends, but this type of language can cost you a customer for life.
When on the phone, always be mindful and respectful. Because you never know
who might be offended by something you say, it's best to use formal language. It's
fine to use humor when appropriate, but never make a joke that could offend a
customer.
Remain cheerful - It's impossible to predict when a customer is having a bad day.
When someone is rude to you on the phone, your first instinct might be to put them
in their place. But first, put yourself in their shoes and understand why they're
upset.
The point is to always be upbeat and friendly, especially in the face of adversity.
Your positive attitude may be enough to turn a bad phone call around. Remember
that the last thing your customer wanted to do was spend their afternoon on the
phone with customer service. So, make that call the best it can be, and you may
gain a loyal customer for life.
Ask before putting someone on hold or transferring a call - Nothing is more

aggravating than being put on hold. You finally get to explain your problem after
waiting on hold for ten or fifteen minutes to speak with a real-life human being.
Then you're put back on hold and transferred to someone else, to whom you must
repeat the entire problem. Talk about draining.
If you need to put a customer on hold or transfer their call, always get their
permission first. Explain why this is necessary, and assure them that you — or

another employee — will resolve their issue as soon as possible. By keeping your
customer informed, they will be less likely to complain about a lengthy wait time.
Be honest if you don't know the answer - If the unthinkable happens and you
don't know what to do, you may need to put a customer on hold or transfer their
call. Perhaps you've exhausted all options or simply have no idea what they're
talking about. Don't be alarmed; customer service representatives are human, too,
and it's okay not to be the all-knowing voice of reason.
It's better to admit when you don't know something than to make excuses or offer
bogus solutions. However, tell them that you'll do everything you can to find an
answer and get back to them as soon as possible, or that you'll find a coworker who
does know the answer. Customers don't usually expect you to have all the answers,
but they do expect you to be open and honest.
Be mindful of your volume - You might be so preoccupied with a phone call with
a customer that you're barely paying attention to your current situation. Working in
a call center can be extremely noisy. You should always be mindful of your volume
and ensure that you are not interfering with your coworkers' ability to speak with
customers and complete their work.
If you're on a call and need to speak louder because of a bad connection or a hard-
of-hearing customer, simply exit the room and speak with them separately.
Customers are always your top priority, but you don't want to undermine the work
ethic of others in your workplace.
C.WRITTEN
Written Co mmunication
• A mor e detailed discussion on how theses communications are p repared shall

be discussed in the information sheet of the next learning outcome


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Organization Management (Datamex College of Saint Adeline)

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Welcome to the module “Participate in Workplace Communication”.

Recognition of Prior Learning (RPL)

• been working for some time

A Record of Achievement is also provided for your trainer to complete once

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Training is the sole purpose of this learning materials. Some pictures

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MODULE TITLE: PARTICIPATE IN WORKPLACE COMMUNICATION

NOMINAL DURATION: 6 Hours

SUMMARY OF LEARNING OUTCOMES

At the completion of the module the trainees/students should be able to:

LO1. Obtain and convey workplace communication

• Specific and relevant information is assessed from appropriate sources

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EQUIPMENT TOOLS AND SUPPLIES & LEARNING MATERIALS

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LEARNING OUTCOME 1: OBTAIN AND CONVEY WORKPLACE

• Specific and relevant information is assessed from appropriate sources

EQUIPMENT TOOLS AND SUPPLIES & LEARNING MATERIALS

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LEARNING ACTIVITIES SPECIAL INSTRUCTION

Readinfo sheet 1 -1 Read and understand .You may ask your

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What Are Organizational Policies?

Policies can cover many areas, including:

What are Policies and Procedures?

The Importance of Policies and Procedures

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10 examples of policies and procedures in the workplace

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A communication therefore has three parts: the sender,

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Read more at: https://www.skillsyouneed.com/ips/what-is-communication.html

Effective Oral Communication

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Factors of Effective Verbal communication:

1. Think before you speak

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3. Be clear and concise

4. Be aware of your non-verbal communication cues

6. Think about the perspective of your audience

7. Vary your vocal tone

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Effective verbal communication is an important skill to understand. Having the

What Is Non Verbal Communication?

Non-verbal communication is the sending or receiving of wordless messages. We

Non-verbal communication helps receiver in interpreting the message

We can define non-verbal communication in the following ways:

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• It is the transmission of message by some medium other than speech or

• It is the communication that uses non-linguistic means to convey the

• It refers to the transfer of meaning by body-language, space, time and

Elements of Non Verbal Communication

• Non-verbal communication has the following three elements: