COMPETENCY BASED

LEARNING MATERIAL

Sector: ICT

Qualification Title: COMPUTER SYSTEMS SERVICING NC II

Unit of Competency: PARTICIPATE IN WORKPLACE

COMMUNICATION

Module Title: PARTICIPATING IN WORKPLACE

COMMUNICATION

RiverTech Training Solutions Inc.

 HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

The unit of competency, “Practice in Workplace Communication”,

is one of the basic competencies of COMPUTER SYSTEMS SERVICING NC II,
a course which comprises the knowledge, skills, and attitudes required for a
TVET trainee to possess.
The module, Practicing in Workplace Communication, covers the
knowledge, skills and attitudes in promoting career growth and
advancement.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-checks, Operation Sheets, and Task
Sheets. Follow and perform the activities on your own. If you have questions,
do not hesitate to ask for assistance from your facilitator.
Remember to:
 Read information sheet and complete the self-checks.
 Perform the Task Sheets, Operation Sheets, and Job Sheets until you
are confident that your outputs conform to the Performance Criteria
Checklists that follow the said work sheets.
 Submit outputs of the Task Sheets, Operation Sheets, and Job Sheets
to your facilitator for evaluation and recording in the Achievement
Chart. Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of
your assessment will be recorded in your Achievement Chart and
Progress Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.

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 COMPUTER SYSTEMS SERVICING NCII

COMPETENCY BASED LEARNING MATERIALS

LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

Practice in workplace Practicing in workplace 500311105
1
communication communication
Work in a team Working in a team 500311106
2
environment environment
Practice career Practicing career 500311107
3
professionalism professionalism
Practice occupational 500311108
Practicing occupational
4 health and safety
health and safety procedures
procedures

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MODULE CONTENT

UNIT OF COMPETENCY: PRACTICE IN WORKPLACE

COMMUNICATION
MODULE TITLE: Practicing in workplace
communication
MODULE DESCRIPTOR: This unit covers the knowledge, skills and
attitudes required to gather, interpret
and convey information in response to
workplace requirements.

NOMINAL DURATION: 8 Hours

At the end of this module, you MUST be able to:

1. Obtain and convey workplace information.

2. Participate in workplace meetings and discussions.

3. Complete relevant work related documents.

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COMPETENCY SUMMARY

Qualification Title : COMPUTER SYSTEMS SERVICING NCII

Unit of Competency : Practice in workplace communication
Module Title : Practicing in workplace communication
Introduction This unit covers the knowledge, skills and attitudes
required to gather, interpret and convey information
in response to workplace requirements.

LEARNING OUTCOMES:

Upon completion of this module, the trainees/students should be able to:

LO1. Obtain and convey workplace information.

LO2. Participate in workplace meetings and discussions.

LO3. Complete relevant work related documents.

ASSESSMENT CRITERIA:

The Assessment Criteria for this module are the following:

 Specific and relevant information is accessed from appropriate sources

 Effective questioning, active listening and speaking skills are used to
gather and convey information
 Appropriate medium is used to transfer information and ideas
 Appropriate non- verbal communication is used
 Appropriate lines of communication with supervisors and colleagues
are identified and followed
 Defined workplace procedures for the location and storage of
information are used
 Personal interaction is carried out clearly and concisely
 Team meetings are attended on time
 Own opinions are clearly expressed and those of others are listened to
without interruption

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 Meeting inputs are consistent with the meeting purpose and
established protocols
 Workplace interactions are conducted in a courteous manner
 Questions about simple routine workplace procedures and maters
concerning working conditions of employment are asked and
responded to
 Meetings outcomes are interpreted and implemented
 Range of forms relating to conditions of employment are completed
accurately and legibly
 Workplace data is recorded on standard workplace forms and
documents
 Basic mathematical processes are used for routine calculations
 Errors in recording information on forms/ documents are identified
and properly acted upon
 Reporting requirements to supervisor are completed according to
organizational guidelines

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LEARNING OUTCOME 1: Obtain and convey workplace information.

CONTENTS:

 Method of communication
 Communication skills
 Communication tools
 Questioning techniques

ASSESSMENT CRITERIA:

 Specific and relevant information is accessed from appropriate sources

 Effective questioning, active listening and speaking skills are used to
gather and convey information
 Appropriate medium is used to transfer information and ideas
 Appropriate non- verbal communication is used
 Appropriate lines of communication with supervisors and colleagues
are identified and followed
 Defined workplace procedures for the location and storage of
information are used
 Personal interaction is carried out clearly and concisely

CONDITION:

 Simulated workplace environment

 Communication tools
 Variety of information

EQUIPMENT:
 Computer
ASSESSMENT
 Printer METHOD:

 Direct
TOOLS:
observation

 Operating
Oralsystem
Interview
 Internet Browsers (Google Chrome, Internet Explorer, Mozilla, Opera)
 Relevant or equivalent software applications:
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 Reference Book communication 2014
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 Activity Sheets Barona 00
 Learning Experiences

LEARNING OUTCOME 1: Obtain and convey workplace information

Learning Activities Special Instructions

1. Read Information Sheet 1.1 Read information sheet and answer
- Communication self-check.
Information About
Workplace Processes

After answering self-check, compare

2. Answer Self-Check 1.1-1 answers to the answer key. You are
required to get all answers correct. If
not, read the information sheets again
and answer all questions correctly.

INFORMATION SHEET 1.1

Communication Information About Workplace Processes

Introduction:

We all know the importance of communication in our daily lives. Nothing

can take place without some method of communication being used to
express ourselves for whatever purpose.

Communication is even more valuable in a business environment as there

are several parties involved. Various stakeholders, whether they are
customers, employees or the media, are always sending important
information to each other at all times.

We are therefore constantly using some form of communication or another

to send a message across. Without these different methods of
communication available today, it would take eons for us to carry out
business as efficiently as it is done today and with the same speed.

Let's try and understand what these methods of communication are.

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Types of Communication

Numerous new instruments have emerged over the years to help people
communicate effectively.

Oral Communication:

Oral communication could be said to be the most used form of

communication. Whether it is to present some important data to your
colleagues or lead a boardroom meeting, these skills are vital.

We are constantly using words verbally to inform our subordinates of a

decision, provide information, and so on. This is done either by phone or
face-to-face.

The person on the receiving end would also need to exercise much caution
to ensure that he/she clearly understands what is being said.

This shows therefore that you would need to cultivate both your listening
and speaking skills, as you would have to carry out both roles in the
workplace, with different people.

Written Communication:

Writing is used when you have to provide detailed information such as

figures and facts, even while giving a presentation.

It is also generally used to send documents and other important material to

stakeholders which could then be stored for later use as it can be referred to
easily as it is recorded. Other important documents such as contracts,
memos and minutes of meetings are also in written form for this purpose.

It can be seen in recent years, however, that verbal communication has been
replaced to a great extent by a faster form of written communication and
that is email.
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You could also use videoconferencing and multiple way phone calls with
several individuals simultaneously. Apart from a few glitches that could
occur, these methods of communication have helped organizations come a
long way.

Body Language:

Although the most common methods of communication are carried out

orally or in writing, when it comes to management techniques, the power of
non-verbal communication must never be underestimated.

Your smile, your gestures and several other body movements send out a
message to the people around you. You need to be mindful of this while
dealing with your employees and customers.

Always remember to maintain eye contact. This would show that you are
serious and confident about what is being said.

Techniques for Improving Your Nonverbal Communication Skills in the

Workplace

Your nonverbal communication skills should reinforce what you are saying.

Nonverbal communication is important in the workplace because it affects

the work environment. What you communicate nonverbally can expose how
you feel. If your nonverbal communications skills are poor, you may be
communicating negativity and making your coworkers uncomfortable. To
improve your nonverbal skills, you must first identify the areas where you
are lacking.

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Eye Contact

Establish eye contact when speaking to others. When you make direct eye
contact, it shows the other party that you’re interested in what he is saying.
If you must give a presentation at work, establish eye contact with the
audience. It told them that you are confident in what you are presenting.
Making direct eye contact provides others with the comfort needed to
communicate with you in return.

Facial Expressions

Your facial expressions convey your emotions. Facial expressions are

typically universal, which means they convey the same message globally. A
frowning person is usually upset. Offer a smile when talking to someone.
This tells people that you are happy or in a good mood. It also creates an
atmosphere with warmth and friendliness, allowing others to feel
comfortable.

Space

Pay attention to your proximity to others. Different cultures view proximity

in various ways, so take notice if the person you’re communicating with is
uncomfortable. This could mean that you are standing too close, and should
create some distance between the two of you. The amount of physical space
given can convey many emotions. For example, a person who is behaving
aggressively is probably standing very close to the other person.

Posture

Look at your posture. Slouching shows that you are not interested in what a
person is saying. Your body movement is also important. For example,
swinging your leg back and forth while sitting in a meeting tells others you
are impatient, bored and uninterested. Sit up straight and face others when
talking.

Tones and Sounds

Your tone of voice and the sounds you make can communicate your
thoughts to others without your even speaking. If you receive directions
from a manager and immediately grunt, you are showing your manager that
you do not agree with what he said. Your tone or sounds can inform people
of your anger, frustration or sarcasm. Avoid sighing repetitively or speaking
in a high-pitched voice. Speak softly and calmly.

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 Self Check 1.1

I. What are the types of communication and explain each.

a)
b)
c)

II. What are the techniques in improving your non-verbal

communication skills in the work place?
a)
b)
c)
d)
e)

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 Answer Key 1.1

I. Oral – using of words to verbally inform someone. Spoken form of

communication.

Written – is used when you provide detailed information such as

figures and facts, even when giving a presentation.

Body Language - the process of communicating nonverbally through

conscious or unconscious gestures and movements.

II.
 Eye Contact

 Facial Expressions

 Space

 Posture

 Tones and Sounds

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LEARNING OUTCOME 2: Participate in Workplace Meetings and
Discussions

CONTENTS:

 Response to workplace issues are sought

 Response to workplace issues are provided when sought.
 Constructive contributions are made to workplace discussion on such
issues as production, quality and safety.
 Goals and aims of actions under taken in the workplace are
communicated.
 Recording information

ASSESSMENT CRITERIA:

 Team meetings are attended on time

 Own opinions are clearly expressed and those of others are listened to
without interruption
 Meeting inputs are consistent with the meeting purpose and established
protocols
 Workplace interactions are conducted in a courteous manner
 Questions about simple routine workplace procedures and maters
concerning working conditions of employment are asked and responded
to
 Meetings outcomes are interpreted and implemented

CONDITION:
Trainees must be provided with the following:

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  Simulated workplace environment
 Communication tools
 Variety of information’s

EQUIPMENT:
 Computer
 Printer
 Laptop

TOOLS:

 Operating system
 Internet Browsers (Google Chrome, Internet Explorer, Mozilla, Opera)
 Relevant or equivalent software applications:

LEARNING MATERIALS
 Reference Book
 Hand-outs
 Activity Sheets
 Internet

ASSESSMENT METHOD:
Learning Experiences
 Direct
observation LEARNING OUTCOME 2: Participate in
 Oral Interview Workplace Meetings and Discussions

Learning Activities Special Instructions

1. Read Information Sheet 2.1 Read information sheet and answer self-
check.
- How to Plan a Meeting on
Workplace
Communication
- Participate at Work

2. Answer Self-Check 2.1-1 After answering self-check, compare

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 answers to the answer key. You are
required to get all answers correct. If
not, read the information sheets again
and answer all questions correctly.

INFORMATION SHEET 2.1

How to Plan a Meeting on Workplace Communication

Effective communication in the workplace improves productivity and fosters

a sense of teamwork between colleagues. A meeting about office
communication is an effective way to set expectations for employees and
receive feedback on workplace communication. To effectively use the
meeting time, you need a solid agenda that addresses the communication
concerns specific to your business. Give yourself plenty of time to prepare
for the meeting through evaluations of current communication habits in the
workplace, as well as your goals.

Step 1

Observe current methods of communication in the office. Evaluate the

effectiveness of those methods, which might include email, instant
messaging, in-person and telephone communication. Involve other
management personnel and supervisors to obtain their analysis of current
habits.

Step 2

Write a list of communication goals and changes you wish to see within the
organization. Highlight the preferred method of communication for various
situations. Identify the major flaws or areas for improvement in current
communication methods.

Step 3

Detail specific ways the employees need to make changes in communication.

For example, you might decide that employees need to use in-person
communication when possible or ensure that certain staff members are
included on email communication. Determine if training is necessary or
Date Document No. -
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whether the employees can implement the changes immediately by
themselves.

Step 4

Produce copies of the communication standards you want to implement.

Having these in writing reduces the chance for misinterpretation or can lead
to a more informed discussion at your meeting.

Step 5

Write the agenda for the meeting based on the proposed changes and
communication expectations set forth for the employees. Incorporate a time
for feedback or questions from the meeting attendees. Use the meeting to
practice your communication skills, particularly listening carefully to the
other participants and allowing them to express themselves before
responding.

Participate at Work

Every workplace will have staff meetings/team meetings, formal and

informal discussions.
When a business places a proper value on the time spent by people
preparing for and attending meetings, it is quickly seen that they are a very
expensive exercise.

Have you ever been to one of those meetings where no objectives were met,
no actions were agreed upon and generally it was a complete waste of your
time? Effective meeting procedures are essential to ensure that the
maximum output is gained from a meeting.

Some basic expectations are:

A clearly defined purpose to your meeting:

Ask questions such as; Why are we meeting? What are we trying to achieve?
Are we meeting for meetings sake? However, consider that at times the
purpose of bringing people together for a meeting may be to achieve other
important interpersonal objectives like team building, brain storming or
group problem solving. Make sure that you clearly communicate the meeting
purpose well before hand, this gives attendees time to gather ideas or
research issues prior to attending the meeting.

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Advise people of the meeting in time for them to be able to attend:
It is amazing how often key people are left out of meetings or are not able to
attend simply due to a lack of planning and sufficient notice.

Set an agenda:
An agenda aims to keep discussions on track and to keep everyone focused
on the issues. The agenda should be distributed to attendees before the
meeting.

Start and finish on time:

Make sure the meeting starts and finishes on time so participants feel that
their time is valued and that they can plan for effective meeting participation
to fit within their work load.

Manage the participants:

It is important that every person feels their attendance and contribution is
valued. People must be given the opportunity to express their opinion as
well as recognizing they must also listen to others without interruption.
Clear conflict management strategies must be in place.

Self Check 2.1

I. Enumerate the steps on how to plan a meeting on workplace

communication.

II. What are the effective meeting procedures to ensure maximum

output during the meeting?

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 Answer Key 1.1

I. Step 1
Observe current methods of communication in the office. Evaluate
the effectiveness of those methods, which might include email,
instant messaging, in-person and telephone communication.
Involve other management personnel and supervisors to obtain
their analysis of current habits.

Step 2
Write a list of communication goals and changes you wish to see
within the organization. Highlight the preferred method of
communication for various situations. Identify the major flaws or
areas for improvement in current communication methods.

Step 3
Detail specific ways the employees need to make changes in
communication. For example, you might decide that employees
need to use in-person communication when possible or ensure that
certain staff members are included on email communication.
Determine if training is necessary or whether the employees can
implement the changes immediately by themselves.

Step 4
Produce copies of the communication standards you want to
implement. Having these in writing reduces the chance for
misinterpretation or can lead to a more informed discussion at
your meeting.

Step 5
Write the agenda for the meeting based on the proposed changes
and communication expectations set forth for the employees.
Incorporate a time for feedback or questions from the meeting
Date Document No. -
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DESIGN NCIII 2014
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communication by: Eno
Revision #
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 attendees. Use the meeting to practice your communication skills,
particularly listening carefully to the other participants and
allowing them to express themselves before responding.

II. - A clearly defined purpose to your meeting

- Advise people of the meeting in time for them to be able to
attend
- Set an agenda
- Start and finish on time
- Manage the participants

LEARNING OUTCOME 3: Complete Relevant Work Related Documents

CONTENTS:

 Types of forms
 Technical writing

ASSESSMENT CRITERIA:

 Range of forms relating to conditions of employment are completed

accurately and legibly
 Workplace data is recorded on standard workplace forms and documents
 Basic mathematical processes are used for routine calculations
 Errors in recording information on forms/ documents are identified and
properly acted upon
 Reporting requirements to supervisor are completed according to
organizational guidelines

CONDITION:
Trainees must be provided with the following:

 Paper
 Pencils/ball pen
 Reference books
 Manuals

Date Document No. -

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EQUIPMENT:
 Computer
 Printer
 Laptop

TOOLS:

 Operating system
 Internet Browsers (Google Chrome, Internet Explorer, Mozilla, Opera)
 Relevant or equivalent software applications:

LEARNING MATERIALS
 Reference Book
 Hand-outs
 Activity Sheets

ASSESSMENT METHOD:
Learning Experiences
 Direct observation
 Practical/performan Learning Outcome 3: Complete relevant
ce test work related documents
 Oral Interview
Learning Activities Special Instructions
3. Read Information Sheet 1.3 Read information sheet and answer self-
- Type of Forms check.
- Technical Writing

4. Answer Self-Check 1.3 After answering self-check, compare

answers to the answer key. You are
required to get all answers correct. If
not, read the information sheets again
and answer all questions correctly.

INFORMATION SHEET 1.3

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 Types of Forms
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.

When filling in a form:

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

Work instructions are the most basic tool used in every business or
organization 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.

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 Technical Writing

Definition of Technical Writing

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

Uses for Technical Writing

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

The subject of technical writing can either be:

 Tangible – Something that can be seen or touched, such as a

computer or software program, or information on how to assemble a
piece of furniture.
 Abstract – Something that involved a series of steps that aren’t related
to a tangible object. One example of this might be steps required to
complete an office process.

Some examples of technical writing include:

 Instruction manuals
 Policy manuals
 Process manuals
 User manuals
 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
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 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 applies 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
analyzed 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.

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 Self Check 3.1

I. Enumerate the steps in filling a form.

II.What is technical writing and why is it useful?

III. Enumerate the tips for good technical writing.

Answer Key 1.1

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

II.
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.

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.

III. Tips for a good technical writing.

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 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.
 Know your audience.
 Use an impersonal style.
 Know how to research.
 Be thorough in description and provide enough detail to make
your points
 A good technical writer can make a difficult task easy and can
quickly explain a complex piece of information.

Date Document No. -

Developed:
VISUAL GRAPHICS September Issued by:
DESIGN NCIII 2014
Lead workplace Developed Page
communication by: Eno
Revision #
Barona
00