Unit I.

PARTICIPATING IN WORKPLACE COMMUNICATION

Description: This unit covers the knowledge, skills and attitudes required to obtain,
interpret and convey information in response to workplace requirements.

Learning Outcomes: Upon completion of this module, the students will be able to:

1. Obtain and convey workplace information.

2. Complete relevant work related documents.
3. Participate in workplace meeting and discussion.

Lesson I. Obtaining and Conveying Workplace Information

Objectives:

1. Identify main components of communication.

2. Enhance effective questioning, active listening and speaking skills.
3. Use appropriate non-verbal communication.

1.1 Getting Started. What is Communication?

What is Communication?
By definition, communication is a process in which people exchange
information and ideas in order to understand each other. It connects people by letting
them create and share meaning from the things they see, hear, and feel.
As a two-way process, communication must involve at least two persons, the
sender and the receiver. Just like the process of give and take, the Sender is the one
who gives the message and the Receiver is the one who takes it.
Communication can be done in many ways. It can be Verbal, Non-Verbal and
Written.

Verbal Communication
Verbal or Spoken Communication is the type of communication that is done by
simply talking to a person face to face or by the use of telephone, radio or television
and other media.

For example, when your teacher is asking you regarding the tools needed for checking
the amount of power supplied in a common electrical circuit. The moment you and
your teacher are talking, that is a verbal communication.

Non-Verbal Communication
Non-Verbal Communication is giving out information through body language such as
gestures, facial expressions, how we dress and how we smell.

This type of communication varies how you deal with this because sometimes, we
have unconscious moments that we already made a non-verbal communication with
someone. For instance, when someone is not wearing a proper attire on fixing an
electircal supply and you made a bad facial expression through them, it gives them the
assumption that you might not like the way they dress.

Written Communication
Written Communication is the type of communication that is done by through letters,
cellphone texts, e-mails, books, magazines, and other media. Visualizations such as
graphs, charts, maps and logos can also communicate messages.
For instaance, when your teacher gives you an exam and the instructions are written
in the paper, the moment you comprehend the instruction, it is a form of
communication. But written communication may be not that effective if
misinterpreted.

Communication is relevant in any workplace since this is the only avenue

where people can understand, connect and build a relationship with each other.
Let us learn more about communication through its process.

The Communication Process

If Communication is the process of giving and exchanging information between
two or more people, Communication Process is the steps that we take in order
to achieve successful communication. And it consists of several components
Sender Message Channel Receiver Feedback

The Sender is the one who sends the message.

The Message is the information or the idea from the sender that needs to be sent.

The Channel is the manner in which the message will be sent. For example, if the
message is sent through speaking, then the channel speaking. Body language is
also included when doing non-verbal communication, and writing or texting
when it is written communication.

The Receiver is the target of the communication. They are the one who receives
the message and must be able to understand it in order to achieve successful
communication.

Feedback is the message that is sent by the receiver back to the sender.

1.2 Getting to Know. Proper Communication in the Workplace.

Proper Communication in the Workplace

When we communicate, we say the things that we want to say. It sounds so simple.
But sometimes, the message that we are trying communicate is not properly
understood by the receiver. We say one thing, but the receiver hears something else.
That’s why misunderstandings, frustrations and conflicts happen.
Proper communication is more than just exchanging ideas and information. It’s about
understanding the emotion and intentions behind the information. That’s why it is
important that we communicate properly and effectively with our family, friends, boss
and even co-workers in order for us to not just connect with them, but also to build
trust and respect, and feel heard and understood.

Basic Tips in Proper and Effective Communication in the Workplace

Be a good listener. In communication, you have to remember that it is not always

you who will do the talking. We need to listen properly in order understand the
information that the sender is trying to give. One common mistake in communication
is that when someone else is talking, they don’t usually listen and tend to be only
thinking about the things that they want to say when it’s time for them to talk again,
therefore missing out important information from the sender.

Know who you are talking to. We communicate with different kinds of people. That
is why it is important for us to figure out another person’s attitude and their
relationship with you in order for you to get along with them and communicate
smoothly. For example, in communicating with your boss, you need to use Honorifics
like “Sir/Ma’am” to show respect. However, don’t forget to be respectful with every
people you communicate with.

Get to the point. You have to remember that it’s not just you who are busy in your
workplace. Your co-workers are also busy with their daily tasks. That’s why your
message needs to be short and straight to the point. Do not say any additional
information unless needed. Time is gold.

1.3 Understanding Appropriate Language Structures

You have learned in the previous lesson that interpersonal communication is the
way in which people exchange information, feelings, and meaning. For
communication to be effective, asking questions is an important and powerful
workplace interpersonal skills you can use, thus, it is worth gaining a better
understanding of how questions can be used effectively.

Yes/No Questions
Are often defined as questions that take only either “yes” or “no” as an
answer. These can be helpful when checking facts, clarifying a point or providing
some direction to the information being gathered.

How to form a Yes-No question

In the English Language, a special word order (Verb Subject Object) is use to form
yes/no questions.

Examples:

Affirmative: Electric power begins at a generating station.

Yes/No: Does electric power begin at a generating station?

Rules:
1. If the main verb of the sentence is “be”, invert the subject and the verb “be”.

Eg. Urban distribution is mainly underground. – Is urban distribution

mainly underground?

2. If the sentence includes a main verb and another or other helping (auxiliary)
verb, invert the subject and the helping verb.

Eg. Large consumers are fed directly from distribution voltages. – Are
large consumers fed directly from distribution voltages?

3. If the sentence includes a verb which is not the verb “to be” and doesn’t
include a helping verb, the transformation is more complex.

a. If the verb is in the present tense, add either do or does and put the main verb
in its base form:

(do if the subject is the first person singular, second person singular, first
person plural, second person plural and third person plural (I, you, we, they)

Eg. They move up 1.2 GW of power east or west. – Do they move up

1.2 GW of power east or west?

(does if the subject is the third person singular (he, she, it).

Eg. It gives a three-phase voltage of 400 volts wye service. – Does it

give a three-phase voltage of 400 volts wye service?

b. If the verb is in the past tense, add did and put the main verb in its base form:

Eg. They grew until eventually the entire country was wired. – Did
they grow until eventually the entire country was wired?
Wh- Questions
Are questions that includes question words with “wh”. They provide breadth
and are helpful for gaining more detailed and better quality information, exploring
ideas and opinions, and crystallising someone’s thoughts.

In secondary
Who is assigned distribution, when
today at the is electricity
Who generating When
delivered?
(person) station? (time)

What is the purpose

Where What of connecting the
Where does customer’s system
(place) the electric
(objection,
to ground?
power begin? idea, action)

Why
(reason) Why are Which Which of the
radical systems (choice) two is more
reconfigured? efficient to
use?

How
(manner)
How can reconfiguration Whose
represent measures Whose appliances
which improves (possession) maybe powered
operational performance by three-phase
of a distribution system? power?

Tag Questions
Are short question added to the end of a positive or negative statements. These
are use to verify or check information that you think is true, or to check information
that you aren't sure about.

How to form a Tag question:

Positive statement is followed by a negative tag. Negative statement is

followed by a positive tag.

Eg. An electric power distribution system is the final stage in the

delivery of electric power, isn’t it?

Commercial and residential customers are not connected to the

secondary distribution lines through service drops, are they?

Important points to remember:

1. The statement and the tagged on question are always separated by a comma.

2. Treat any statements with “nothing”, “nobody”, etc like negative statements.

The verb in the statement should be the same tense as the verb in the tag.

Lesson II. Completing Relevant Work Related Documents

Objectives:

1. Recognize common workplace forms and documents.

2. Identify the uses of workplace documents.
3. Apply the mechanics of technical writing.

2.1 Getting Started. Forms and Documents

In a practical world we are living in, papers play a big role in our lives. Forms
and documents hold a great chance of getting a job, because it is where information is
gathered and important information is recorded. Efficiency in this aspect is a tool for
the success not only to you but also to the agency as well.

These are the common forms and documents you will be preparing for
completion oin the workplace:

Resume –document used to present individual’s background and skills;

use to secure new employment.

Application Letter- summarizes knowledge and experiences of employee

and details as to why he is qualified for the job; formal introduction with
your potential employer.

Contract- a legal agreement between two or more competent industries;

have to do with employment, sale or lease, or tenancy.

Timesheet- method used for recording the number of hours worked.

Leave Forms- request for leave of absence during critical conditions.

Safe Working Forms- determine a project’s compliance with safe

working procedures.

Contact List- records the names, contact numbers, addresses of persons

and offices.
 Client Letters- letters containing the concerns of the client; eg. Complaint
letters, inquiry letters

Invoice- list of products and prices issued by a seller.

Written reports on workplace activities – eg. Accident or incident
reports

Memos- for internal communication; short for “memorandum” meaning

“to be remembered”.

E-mails – letters in electronic form.

Observing proper procedures, policies, and guidelines in performing a certain

tasks is relevant in the workplace. Each tasks involves specific protocols and
procedures. Therefore, it is necessary for you to make sure that you prepared the
needed documents to be used in a particular task. If you have some problems or
doubts about the process, never hesitate to ask your superior. He can guide you and
help you to minimize, or better yet, avoid errors.
In the completion of documents, you must provide the accurate details.
Inaccurate information delays tasks and can be disappointing to your superior. Say for
example, you are asked to order a particular equipment but you have given a wrong
specification or you fail to give a detailed specification, tendency is, you lose a job. It
is important then to provide all the information and details needed as the document
indicate.

2.2 Getting to Know. Technical Writing

What comprises Written Communication?

Purpose or the reason why you are writing.

Audience or the receiver of your message; reader.
Topic or the message you are going to say to your reader.
Format or how you will say your message to your reader.

These are the considerations in planning and in the actual writing of your
document. Keep in mind that every purpose has a corresponding type of
communication and any type has a corresponding format.

Enable for you to succeed in writing a particular document, you must learn
and remember the qualities of an effective written communication:

Conciseness (Avoid unnecessary details. Go direct to the point.)

Concreteness (Do not generalize. Be specific. Avoid abstract words.)

Clearness (Think before you write. You must plan your writing to be sure it is
complete. Do not omit or delete important details.
 Consideration (Do not let your reader feel pressured. Make them feel that
they can benefit from the action, instead.)

Courtesy (Be polite of your words and observe tact.)

Correctness (Double-check your document. Look for errors in grammar,

spelling, format, or punctuation.)

In any written document, it is important that you know the rules of grammar,
particularly on the subject and verb agreement. Following are the basic rules you
should learn about subject-verb agreement.

Subject-Verb Agreement

a. Singular subjects take singular verbs. Plural subjects take plural verbs.

Example:

Switches enable the substation to be disconnected from the transmission grid.

Power comes to the customer via a service drop.

b. Two singular subjects connected by or, either/or, or neither/nor require a

singular verb.

Example: Higher voltage split-phase or three phase service provide increased

equipment efficiency.

c. The verb in an either/or, neither/nor sentence agrees with the noun or pronoun
closest to it.

Example: Either electric stoves or clothes dryers are powered by a three-phased

power.

d.Sometimes the subject is separated from the verb by such words as along with,
as well as, besides, not, etc. These words and phrases are not part of the subject.
Ignore them and use a singular verb when the subject is singular.

Example: Service drop, as well as electric meters, enables power to be distributed to

customers.

e. The subject of a sentence which begins with here or there follows a verb.

Example: There are four high-voltage direct current converter stations.

f. Use a singular verb with distances, periods of time, sums of money, etc. when
considered as a unit.
Example: Five years is the lifespan of that machine.

g. With words that indicate portions (e.g., a lot, a majority, some, all) if the noun
after of is singular, use a singular verb. If it is plural, use a plural verb.

Example: Most of the expenses are for repairing.

h. Collective nouns or names of groups take singular verb to indicate united

action and plural verb to indicate division.

Example: The construction team agrees to start their area assignment tomorrow.

2.3 The Parts of Letter

Heading (letterhead) comprises your complete address and may also contain the
name of the firm, address, contact number or website.

Date is the day, month, and year you are making the letter; placed atthe top of the
page.

Inside Address includes the name of your reader, status, company name he is
working, complete address (including zip code).

Salutation is a greeting to whom your letter is addressed; (in formal letter, it

includes the reader’s title and last name.)

Subject Line (optional or not required) contains the topic of the letter.

Letter Body contains your message to your reader; your purpose of writing.

Complimentary Close is a closing found at the end of your letter.

Signature Block (four space beneath the complimentary close) includes your name
and title.

Additional Information contains typist’s initials, enclosure, carbon copy, notation.

Postscript(PS) may also include mailing instruction.

Steps in Writing a Technical Report

Planning What is your purpose? Who is your reader? What

should you say and how will you say it?

Write freely. Do not worry

Writing yet of errors.
Submit final draft
for approval and
adoption

Revising Editing Rewriting

Are all details Check for Rewrite after

already written? errors in editing and
Are my ideas grammar revising.
organized? etc. Prepare final
copy.

Lesson III. Participating in Workplace Meeting and Discussions

Objectives:
1. observe protocols in attending meetings
2. express opinions clearly and listen attentively to others
3. interact with others in a courteuos manner

3.1 Meeting Protocols and Courteous Expressions

Meetings are necessary and important in the workplace. It is where questions,

problems, conflicts, and all of what is happening in the organization are being
discussed and solve-out. You will be required to attend meetings enable for you to
participate not only for your own success but also to the organization. This is also a
chance to ask about your concerns and questions on matters concerning your welfare
as an employee. Rules in meetings or protocols must be observed properly for you to
be a well-informed and efficient employee.
Proper etiquette during meetings:

An agenda is proposed for approval before the meeting. Examine the agenda
and consider important concerns you wanted to add in the list. A notice will be given
to the employee before the actual date of the meeting. Make sure to record and
remember the date right away.
Come on time. Do not be late. Your tardiness affects the meeting’s success.
(when a quorum is not achieved after 30 minutes, or members are not yet around after
30 minutes, the meeting is canceled and moved.)
Listen to the one who is talking. To avoid distractions, make sure your phone
is silenced. If you have misunderstanding of the matter being discussed, ask questions
and make clarifications. Do not chit-chat with the person beside you when someone is
speaking. Raise your hand if you have some points to share.
During the meeting, sometimes, disagreements are inevitable. When
something is unclear to you or you disagree with what the speaker is saying, say it in a
respectful and tactful way. Avoid attacking the person or the issue.