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Competency Based Learning Material: Mary Mediatrix of All Graces Academy, Inc
Competency Based Learning Material: Mary Mediatrix of All Graces Academy, Inc
MATERIAL
SECTOR: ICT
QUALIFICATION TITLE : VGD NC III
UNIT OF COMPETENCY : Lead Workplace Communication
MODULE TITLE : Leading Workplace Communication
Remember to:
Read information sheets and complete the self-checks. Suggested
references are included to supplement the materials provided in this
module.
Perform the Task Sheets and Job Sheets until you are confident that
your outputs conform to the Performance Criteria Checklist that
follows the sheets.
Submit outputs of the Task Sheets and Job Sheets to your facilitator
for evaluation and recording in the Achievement Chart. 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
Progress Chart and Achievement Chart.
You need to complete this module before you can proceed to the
next module.
List of Competencies
LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
1. Communicate information about workplace processes
2. Lead workplace discussion
3. Identify and communicate issues arising in the workplace
ASSESSMENT CRITERIA:
1. Maintained or improved individuals and/or team performance given a
variety of possible scenario
2. Assessed and monitored team and individual performance against set
criteria
3. Represented concerns of a team and individual to next level of
management or appropriate specialist and to negotiate on their behalf
4. Allocated duties and responsibilities, having regard to individual’s
knowledge, skills and aptitude and the needs of the tasks to be
performed
5. Set and communicated performance expectations for arRange of tasks
and duties within the team and provided feedback to team members
Communication method
Selecting appropriate source and maintaining communication skill
Assessment Criteria
Conditions
The students/trainees must be provided with the following:
CBLM
Paper
Learning Materials
Pen
Assessment Method:
Written test
Self-Paced
Oral Questioning
Modular
Communication Method
Learning Objectives:
After reading this Information Sheet you should be able to:
1. Selecting appropriate communication method
2. Identifying correct sources of information
Communication
Communication is the transfer of information meaningful to those involved.
It is the process in which messages are generated and sent by one person
and received and translated by another person. However, the meaning
generated by the receiver can be different from the sender’s intended
message.
Forms of communication
There are two form of communication.
Verbal communication (or written and oral communication)
Non-verbal communication
One-way communication
If the flow of information from the sender to the receiver is one-way the
communication is dominated by the sender’s knowledge and information is
poured out towards the receiver .This model does not consider feedback and
interaction with the sender. A familiar example of this model is the lecture
method used in a classroom, where the teacher stands at the front of the
class and lectures on a subject without any interaction or activities .Unless
mechanisms are put in place to get feedback from the audience, many mass
media communication methods are one-way.
Two-way communication
In this model the information flows from the sender to the receiver and back
from receiver to the sender again in the other direction (Figure .2 ). Two-way
communication is reciprocal, the communicant (receiver) becomes the
communicator (sender) and the communicator (sender) in turn becomes a
communicant (receiver). Most ordinary conversations are along the lines of
this model .Two-way communication is usually more appropriate for
problem-solving situations.
Interpersonal communication
Mass communication
Mass communication is a means of transmitting messages to a large
segment of a population. Electronic and print media are commonly used for
this. The word „media‟ is currently used to refer not only to broadcast media
such as radio, the internet and television, but also to print media such as
papers, magazines, leaflets and wall posters. Remember also the importance
of local folk media such as local art, songs, plays, puppet shows and dance.
The powerful advantage of mass media over face-to-face contact is the rapid
spread of simple facts to a large population at a low cost. The main effects of
mass communication are the increased knowledge or awareness of an issue,
the potential influence on behaviors at the early stages and the possibility to
communicate new ideas to early adopters .
There is also the danger of selective perception because the audience may
only grasp part of the message, or selectively pick up the points that they
agree with and ignore others. Mass communication does not differentiate
between targets and so some people may think. „This does not concern me‟.
It only provides non-specific information because it is broadcast to the whole
population, and it is difficult to make the message fit the local needs of your
community, whose problems and needs may be different from the rest of the
country. For an effective mass media communication, the message or advice
should be realistic and pre-tested so that it is transmitted accurately
without distortion.
1. A
2. A
3. A
4. B
5. A
CRITERIA YES NO
Did you facilitated the planning stage of the activity
accordingly?
Did you listen intently to the suggestions of members?
Is the execution of the activity according to plan?
Was your group able to transfer 5 glasses of water from
point A to point B successfully?
Learning Objectives:
After reading this Information Sheet you should be able to:
1. Selecting and organizing information correctly
2. Requiring verbal and written report
3. Maintaining communication skills
The rules for selecting channels Having the right health message, the right
audience and the right products is important, but delivering them via
effective channels is another thing to consider. Select channels that are
accessible and appropriate for the target audience. For example, radio
messages should be scheduled for those radio stations that the target
audience actually listens to
and that are broadcast at times when that audience listens. Print materials
should be used only for literate or semiliterate audiences who are
accustomed to learning through written and visual materials.
Communication skills are those skills which are needed to speak and write
properly. A person who is able to speak appropriately whilst maintaining eye
` Date Developed: Document No. 500311111
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GRAPHICS Issued by:
DESIGN Developed by: MMA
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NCIII John Mark M. Ciet
contact with the audience, uses varied vocabulary and articulate speech to
suit the need of the audience is generally said to be an effective speaker.
Similarly, an effective writer should be able to use written words in various
styles and techniques to communicate his/her message and ideas to the
readers. One should have the ability to listen carefully and write and speak
clearly in any situation. Therefore good reading, writing, speaking and
listening skills are essential for effective communication. As a student, you
may study any language, but it is important that you are able to read, write,
speak and listen well in order to communicate properly.
Your ability to communicate clearly and share thoughts, feelings and ideas
will help you in all your relationships. For example, you can inform about
something or you can also influence others through communication.
1. A
2. A
3. D
4. B
5. D
Assessment Criteria
Conditions
The students/trainees must be provided with the following:
CBLM
Paper
Learning Materials
Pen
Assessment Method:
Written test
Self-Paced
Oral Questioning
Modular
Five-step process to help you resolve workplace issues with your employees:
Step 1: Identify the issue
Step 2: Check the law
Step 3: Talk to the employee
Step 4: Resolve the matter
Step 5: Seek further assistance
Once you know what the issue is, you need to check your rights and
responsibilities under the law. Minimum pay rates and entitlements will
depend on the award or enterprise agreement that applies. There are also
minimum entitlements such as leave and notice under the National
Employment Standards (NES). It is very important that you are familiar with
the NES and the terms of the award or agreement that applies to your
employees. The award or agreement that applies to your business will set
out pay rates based on an employee’s duties and other factors like their age
and qualifications.
Once you have checked your records and the law and have an
understanding of the problem, you should organize a time to speak with the
employee. It’s important to prepare for this conversation. You can do this by
summarizing the key points you want to cover, gathering any supporting
documents or information and considering your options for resolving the
issue. After the conversation, you should make notes about the discussion
you had and any agreement you have made. Include the date and time of
the meeting and who was present.
Depending on the issue raised, there may be a number of ways to resolve it.
These may include:
Giving an explanation to the employee about their entitlements
Back paying any unpaid entitlements
Updating the employee’s records to rectify any mistakes
Updating any relevant policies and procedures
Providing training
Setting a date in the future to check in with the employee to ensure the
issue has not re-occurred. It’s important that you take action in a timely
manner and monitor the situation to ensure the issue has been resolved.
After talking to your employee, it’s a good idea to write to them to confirm
your discussion and any actions that will be taken to resolve the matter.
Remember, you will need to change the letter to reflect your circumstances.
If other staff members are affected by the same issue, you should fix the
matter and discuss this with
If you have followed Steps 1 to 4, and still haven’t been able to resolve the
issue, you may want to ask a third party to help. A third party might be a
mediator, your industry association or a solicitor.
The approach you choose will depend on the issue you’re trying to resolve.
II. Give the number of ways to resolve the matter.(1 pt. each)
I.
1. D
2. D
3. B
II.
Giving an explanation to the employee about their entitlements
Back paying any unpaid entitlements
Updating the employee’s records to rectify any mistakes
Updating any relevant policies and procedures
Providing training
An effective group/team has positive synergy and can become a key human
resource of the organization. An effective group or team that is working
towards the organization's goals can have a positive effect on individuals in
the team, which will improve their performance. It is therefore important for
managers to recognize that:
4. Developing - Taking the ideas and developing them so that they will work
in practice.
6. Producing - Carrying out the work to implement the ideas or produce the
products, ensuring that this is done in an effective way.
7. Inspecting - Ensuring that the work carried out meets the standards and
policies and procedures of the organization.
active listening
communication
problem-solving
team development
work allocation and delegation
building team relationships
setting objectives
Communicating Goals/objectives
Effective communication can be crucial to the success of your efforts and to
creating lasting systems change. Figuring out what you want to accomplish
by setting strategic communication goals and objectives early on will help
you get there.
Both the communication goals and objectives should clearly articulate what
you want to accomplish. Communication goals and objectives serve two
different but related purposes:
Thinking about all you need to get done can be overwhelming. Once
you start setting your communication goals and objectives, you may come
up with a dozen goals and 10objectives foreach of them. We do not
recommend tackling all this at once. Instead, think about what needs to
happen first. Prioritize your efforts in order to stay strategic and sane during
the process. Look back to your program’s logic model, implementation plan,
sustainability plan, or even an existing communication plan to make sure
these communication goals and objectives support these plans. If not, revise
your communication goals so that they align with these existing plans.
Make Your Communication Goals and Objectives SMART Once you know
what you want to accomplish and have prioritized these efforts, it is time to
refine the communication goals and objectives so that they are SMART:
Your action plan can be as simple or as complex as your needs require, but
at a minimum, it should have the following essential information:
I.
4. A
5. D
6. B
II.
Simple: the goal or objective is clearly stated and easily understood.
Assessment Criteria
Conditions
The students/trainees must be provided with the following:
CBLM
Paper
Learning Materials
Pen
Assessment Method:
Written test
Portfolio Analysis
Oral Interview
Learning Objectives:
After reading this Information Sheet you should be able to:
1. Identifying issues and problem and organizing issues
2. Initiating dialogue
When problem solving isn’t working, or things haven’t quite escalated to the
point of confrontation, managing your interactions and reactions is the
way to go. May be there’s a co-worker you just dislike, or you have to deal
with someone whose work ethic doesn’t match yours. There are all sorts of
scenarios for which these approaches can keep things in check.
Most people remember how you respond to a situation rather than what
happened. While you often do not have control of many situations, you can
choose how to respond to others to help reduce work conflict and stress. By
responding appropriately to a conflict situation, you take responsibility for
your actions. Sometimes, problem-solving skills don’t work as well when it’s
a problem of a different magnitude, like trying to handle working in a job that
isn’t what was promised or when your boss fails to notice the work that you
do.
Initiating Dialogue
The modern meaning of dialogue has its origin in antiquity and the Middle
Ages. The term is now primarily defined as a conversation between two or
more people characterized by openness, honesty and genuine listening.
Taken from the Greek diá and lógo, it can be interpreted as the “flow of
words” or “meaning” created by more than one person. In contrast to the
terms “discussion” and “debate”, which focus primarily on the content of a
conversation, the word “dialogue” places equal emphasis on the relationship
between the persons involved.
A. increase productivity
B. increase staff turnover
C. Create good working environment
D. increase staff trust
II. Give the ground rules that should be disseminated in written form, so
that participants and facilitators can refer to them whenever necessary
during the dialogue process
True or False. Write TRUE if the statement is correct on the space provided,
otherwise write FALSE.
1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. TRUE
PROCEDURE:
1. Make a research on the duties and responsibilities of a particular post
in a company.
2. On a piece of paper, set performance expectation criteria of the job post
that you have researched following this format.
POSITION
Duties and Responsibilities Performance Expectation Criteria
Assessment Method:
Portfolio Analysis
CRITERIA YES NO
Is the performance expectation criteria set:
Based on the position, not the individual?
Observable, specific indicators of success
Meaningful, reasonable and attainable
Describe "fully satisfactory" performance once trained
Expressed in terms of Quantity, Quality, Timeliness,
Cost, Safety, or Outcomes
Assessment Criteria
Conditions
The students/trainees must be provided with the following:
CBLM
Paper
Learning Materials
Pen
Assessment Method:
Written test
Portfolio Analysis
Oral Interview
Learning Objectives:
After reading this Information Sheet you should be able to:
1. Identify knowledge and skills required in monitoring team member
2. Identify the methods of monitoring performance
3. Identify the methods of monitoring team operation
1. Attendance
First and foremost, it’s important to look at whether a team member shows
up to work or not. Attendance is definitely worth tracking. We’ve talked
about using time and attendance data for company growth before, but team
attendance can be a useful performance metric as well. Automating time
and attendance is a great way to keep an eye on things. If a team member is
consistently showing up late, leaving early, or taking an unusual number of
sick days, they’re likely not showing their full potential. Poor attendance can
be caused by any number of things, including a lack of motivation, health
issues, or burnout. There are a number of indirect costs of absenteeism,
such as the extra pressure put on other team members who have to
make up for missing coworkers, which can effect work quality and
safety. Furthermore, if your organization is understaffed and team
members are overworked in general, it’s best to address the problem as
soon as possible to avoid putting team health and well-being at risk.
2. Helpfulness
We love helping our clients, so it isn’t surprising that we’d aim to
include helpfulness on a list of team member performance metrics. Joshua
Konowe of Konowe & Associates told All Business Experts that
helpfulness is a key performance metric at his company: “At our
company, we ask: ‘Who in your department (or another department) has
been the most helpful over the past six months to you and your operational
role?’” He adds that posing this question to team members is “a great
motivator, is totally anonymous, and identifies the real doers in the
company—not just what management believes.’” Helpfulness is important
for fostering a culture of teamwork, allowing your team to perform better
when tackling difficult tasks together. It might be difficult to measure
helpfulness, but Konowe’s method is a great place to start.
3. Efficiency
Team members need to be able to complete their work on time. They should
have a good handle on the limitations provided by the time and
resources available and should be able to prioritize to get things done as
efficiently as possible. Look for missed deadlines or work that suffers as a
result of cramming for deadlines for clues as to how efficiently a team
member is working.
4. Initiative
It’s nice when those you work with ask what’s needed and where they can
help. It’s even nicer when they see a need and take steps to meet it on their
own. An employee that takes initiative is definitely a sign of team
satisfaction and engagement.
Looking at team members who take initiative is also important for growing
businesses and for rapidly changing workplaces that require people who can
adapt and be proactive. Initiative-taking is definitely a difficult metric to
measure, but a good place to start would be by keeping track of the times
you see a team member taking initiative, either with a nifty app or with good
old fashioned pen and paper.
5. Quality
The quality of work your team members put out is perhaps the most
important metric, but it is also the most difficult to define. Team members
who care about what they do and are engaged at work will likely perform
better, and it’s a good idea to recognize resulting achievements. Productivity
is more complex than simply looking at the number of sales calls put out or
the number of blog posts published. How many meaningful connections did
your salesperson actually make with the new leads? How much of your
content actually gets viewed and shared by your audience? One suggestion
is to measure the amount of work that gets rejected or needs to be redone as
a proxy for the quality of work, but it’s best to pick and design the method
that suits your business best.
Here are a number of methods designed to help you gather this type of
information:
Real-time Monitoring –Adopting an approach that relies on real-time data
streaming and updates is key here. Set a procedure through which you
get information on KPI’s in real-time, instead of at the end of a designated
time period. Setbacks in performance can indicate problems which might
enable you to expose deeper issues within the team or its members. If the
KPIs you are measuring are self-reported, don’t wait for annual or
quarterly reviews; chances are that by then this data will lose relevancy
and become unactionable. Enable your employees to self-report progress at
all times (e.g. via a daily, easy to complete task on an online tracking
system).This way you can try to correct whatever went wrong along the
way.
Monitoring methods:
1. Observe your team
One of the most effective and straightforward ways to monitor performance
is observation. Watch how they interact with one another, with you and with
the clients/ customers (if you have any). By simply observing an employee
you can see what their strengths and weaknesses are. Rather than spending
time in an office or separate section of the building, it can be really
beneficial for managers to spend time with their team and interact with
them in the office or working environment. Likewise if a team member is
struggling with a task, it can be very beneficial to go through it with them.
By observing how they are attempting to complete it you will be able to
identify ways they can improve and communicate how they could do it
better.
5. Feedback
Give and encourage feedback as often as possible. Don’t wait until meetings,
one to ones and reviews. Encourage your team to come and speak to you
and keep them motivated by keeping on top of their progress and letting
them know when they are doing well. Always remain constructive.
This is different from counselors who strive to assist the employee in moving
forward by dealing with the past or internal issues that’s hindering them in
the workplace.
First, you must size up the situation. The trick is to know the difference
between the two and when to use coaching and when to use counseling. The
first order of business is to size up a situation and ascertain whether you’re
helping to coach an employee forward into a future goal in the workplace or
helping the employee to improve a quality or trait that is affecting his
performance.
Counseling
Past focused
Problem focused
Challenge/issue driven
Gives advice, recommendations and directives, at times, forcefully
States: Why you must change.
` Date Developed: Document No. 500311111
VISUAL JANUARY 29, 2021
GRAPHICS Issued by:
DESIGN Developed by: MMA
Page 48
NCIII John Mark M. Ciet
The counselor has the answers
Gives the individual a diagnosis and treatment or solution to fix the
problem
Following are six secrets for effective employee coaching and counseling. These secrets
deal with when and how to effectively coach and counsel employees.
Secret #1: Every moment in the office is an opportunity for training, coaching and
counseling employees
In many cases, the most impactful coaching and counseling will be informal – a moment
here, a passing observation there. These quick, informal moments then grow into
deeper, fuller conversations – conversations that sometimes span days or longer. If you
rely strictly on set times to meet with your various employees to talk to them, then
you’re not having enough conversations. If you’re only coaching and counseling your
employees during formal reviews, you’re not having the right kind of conversations.
True mentoring flourishes in the day-to-day interactions of relationship.
Secret #2: Lay the groundwork of a healthy relationship for more successful
training, coaching and counseling
The groundwork for successfully coaching is strong, healthy and open relationships.
This means that every moment of every day is an opportunity to build relationship. To
be most effective, you must have a healthy professional and personal relationship with
your employees. Usually leaders think in terms of having a professional relationship, not
understanding that a strong personal relationship will augment whatever coaching and
counseling you conduct.
Secret #3: See failures and mistakes as perfect opportunities for training,
coaching and counseling employees
Everyone makes mistakes and nobody is immune to failure. Robert F. Kennedy once
said, “Only those who dare to fail greatly can ever achieve greatly.” The most successful
people are the ones who have plenty of failures and mistakes, keep pressing forward
and turn them around. They perceive their failures and mistakes as opportunities for
growth. Many mention the role of counseling in helping them turn these things around,
or they mention that special coach who pushed them to surpass their limitations and
become great.
Verbal praise and tangible rewards must be given for work well done. It
must also be given to the appropriate people – the ones who make the
project happen in front of others. Make sure to encourage your employees to
shine.
All of us have been there. There’s nothing like a carpool chat. There’s
something magical about being in a car with a coworker for a period of time.
It’s a prime opportunity for some coaching. You’re each a captive audience
for the other; no one can run. The only escape is focusing on your cell phone
or the traffic, so there aren’t many avenues for distraction, avoidance or
hiding.
Further, sitting in the car allows for easy sharing and talking because no
one is looking directly at anyone else. This diminishes any sort of
“confrontational” or “invasive” feeling because you’re not looking at each
other directly. This helps facilitate those conversations that are more
difficult when you are looking directly at each other. Thus, surprisingly, a
car ride to an event or meeting is an excellent opportunity for unnoticed, yet
extremely effective informal coaching and counseling. Make sure to take
advantage of it.
The six secrets above and the additional tips will put you on the inside track
for training, coaching and counseling your employees. Don’t hesitate to
begin.
Quality mentoring is a benefit for the coach and the coached, for the mentor
and the mentee. You’ll be sure to see the return in the growth of your
employees and the success of your organization.
B. True or False.
1. T
2. F
3. T
4. T
5. F