Participate in Workplace Communication Revision 1

COMPETENCY BASED LEARNING MATERIALS
Sector:
HOTEL AND RESTAURANT
Qualification:
HOUSEKEEPING NCII
Unit of Competency:
Participate in Workplace Communication
Module Title:
Participating in Workplace Communication
Date Developed: Document No. HSKNCII 500311105

Participating in JUNE-2022 Issued By:
Workplace Page 1 of 46
Developed By: Revision: 0
PROVIDERS MULTI – PURPOSE Communication PMPC-TRAINING
COOPERATIVE TRAINING CENTER CENTER
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in Participating in Workplace
Communication. This module contains training materials and activities for
you to complete.
The unit of competency "Participating in Workplace
Communication” contains knowledge, Skills and Attitudes Required for
Basic Competency.
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 or Task Sheets.
Follow these activities on your own. If you have questions, don’t hesitate to
ask your facilitator for assistance.
The goal of this course is the development of practical skills. To gain these
skills, you must learn basic concepts and terminologies. For the most part,
you'll get this information from the Information Sheets and suggested
resources and references
This module is prepared to help you achieve the required competency,
in “Participating in workplace communication ".
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 trainer.
Remember to:
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.
You will be given plenty of opportunity 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.
Use the Self-checks, Operation Sheets or Task Sheets at the end of
each section to test your own progress.

When you feel confident that you have had sufficient skill, ask your
Trainer to evaluate you. The results of your assessment will be recorded in
your Progress Chart and Accomplishment Chart.
You need to complete this module before you perform the module on
(Next Module title)
SUMMARY OF COMPETENCY-BASED LEARNING MATERIALS

List of Basic Competencies
No. Unit of Competency Module Title Code

Participate in 500311105
1 Participating in
workplace
workplace communication
communication
2 Working in team
Work in team environment 500311106
Environment
3 Practice career Practicing career

500311107
professionalism professionalism
Practice occupational
4 Practicing occupational
health and safety 500311108
health and safety procedure
procedure

MODULE CONTENT
UNIT OF COMPETENCY: Participate in workplace communication
MODULE TITLE: Participating in workplace communication
MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitudes required to
gather, interpret and convey information in response to workplace
requirements.
NOMINAL DURATION: 10 hrs
LEARNING OUTCOMES:
At the end of this module, you MUST be able to:
1. Participate in workplace communication.
ASSESSMENT CRITERIA:
1. Specific and relevant information is accessed from appropriate
sources
2. Effective questioning, active listening and speaking skills are used to
gather and convey information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate nonverbal communication is used
5. Appropriate lines of communication with supervisors and colleagues
are identified and followed
6. Defined workplace procedures for the location and storage of
information are used
7. Personal interaction is carried out clearly and concisely.
8. Team meetings are attended on time
9. Own opinions are clearly expressed and those of others are listened to
without interruption
10. Meeting inputs are consistent with the meeting
purpose and established protocols
11. Workplace interactions are conducted in a courteous manner
12. Questions about simple routine workplace procedures and maters
concerning working conditions of employment are asked and responded to
13. Meetings outcomes are interpreted and implemented.
14. Range of forms relating to conditions of employment are completed
accurately and legibly
15. Workplace data is recorded on standard workplace
forms and documents
16. Basic mathematical processes are used for routine calculations
17. Errors in recording information on forms/ documents are identified
and properly acted upon
18. Reporting requirements to supervisor are completed according to
organizational guideline.

LEARNING OUTCOME NO. 1
Obtain and convey workplace information
Contents:
1. Effective communication
2. Different modes of communication
3. Gather and provide information in response to workplace
requirements
4. Follow simple spoken language
5. Ability to relate to people of social range in the workplace
Assessment Criteria
1. Specific and relevant information is accessed from appropriate
sources
2. Effective questioning, active listening and speaking skills are used to
gather and convey information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate nonverbal communication is used
5. Appropriate lines of communication with supervisors and colleagues
are identified and followed
6. Defined workplace procedures for the location and storage of
information are used
7. Personal interaction is carried out clearly and concisely
Conditions
The participants will have access to:
 Fax machine
 Telephone
 Writing materials
 Internet
Assessment Method:
Direct Observation
Oral interview and written test

Learning Experiences
Learning Outcome 1
Obtain and convey workplace information
Learning Activities Special Instructions
Read Information Sheet #1.1-1 Read and understand the information
on carefully about Effective communication
Effective communication
Answer Self-Check # 1.1-1 You must get a rating of 100% in the self-
and compare your check activity, if you get below 100%
answers from answer key rating, go over to the same activities, but if
#1.1-1 you get the required rating, then proceed
to the next activities/LO.
Perform Task Sheet # Evaluate the demonstration of task using
1.1-1 the Performance Criteria Checklist #1.1-1
Have your trainer evaluate your
performance
Read information Sheet # Read and understand the information
1.1-2 on carefully about Different modes of
communication
Different modes of
communication
Answer Self-Check # 1.1- You must get a rating of 100% in the self-
2 and compare your check activity, if you get below 100%
Perform Task Sheet # Evaluate the demonstration of task using
1.1-2 the Performance Criteria Checklist #1.1-2
performance
Read information Sheet # 1.1- Read and understand the information
3 on carefully about Gather and provide
information in response to workplace
Gather and provide requirements
information in response to
workplace requirements

Perform Task Sheet # 1.1-3 Evaluate the demonstration of task using
the Performance Criteria Checklist #1.1-3
Have your trainer evaluate your performance
Read information Sheet # 1.1- Read and understand the
4 on information carefully about Follow
simple spoken language
Follow simple spoken

language
Read information Sheet # 1.1- Read and understand the information
5 on carefully about Ability to relate to people
of social range in the workplace
Ability to relate to people of
social range in the
workplace
After doing all activities of this LO, you
are ready to proceed to the next LO on

Information Sheet #1.1-1
Effective communication
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Understand the importance of effective communication.
Discussion
Communication is the
process of exchanging
information and ideas. There
are many means of
communication. To be an
effective and valuable member
of your workplace it is
important that you become
skilled in all of the different
methods of communication
that are appropriate.
The Communication Process - for
communication to occur it must pass from a
sender to a receiver. This must occur
irrespective of the form of communication.
For communication to be effective it must be
understood by the receiver and be able to be
responded to. This means that total
communication involves speaking,
reading, listening, and reasoning skills. As
communications pass from the source to the
receiver there is plenty of opportunity for its
original meaning to change or alter.
What is Effective Communication?
Effective communication is about more
than just exchanging information. It's about understanding the emotion and
intentions behind the information. As well as being able to clearly convey a
message, you need to also listen in a way that gains the full meaning of
what’s being said and makes the other person feel heard and understood.
More than just the words you use, effective communication combines a set
of 4 skills:
 Engaged listening
 Nonverbal communication
 Managing stress in the moment
 Asserting yourself in a respectful way
What’s stopping you from communicating effectively?
Common barriers to effective communication include:
1. STRESS AND OUT-OF-CONTROL EMOTION. When you’re stressed or
emotionally overwhelmed, you’re more likely to misread other people,
send confusing or off- putting nonverbal signals, and lapse into
unhealthy knee-jerk patterns of behavior. To avoid conflict and
misunderstandings, you can learn how to quickly calm down before
continuing a conversation.
2. LACK OF FOCUS. You can’t communicate effectively when you’re
multitasking. If you’re checking your phone, planning what you’re
going to say next, or daydreaming you’re almost certain to miss
nonverbal cues in the conversation. To communicate effectively, you
need to avoid distractions and stay focused.
3. INCONSISTENT BODY LANGUAGE. Nonverbal communication
should reinforce what is being said, not contradict it. If you say one
thing, but your body language says something else, your listener will
likely feel you’re being dishonest. For example, you can’t say “yes”
while shaking your head no.
4. NEGATIVE BODY LANGUAGE. If you disagree with or dislike what’s
being said, you may use negative body language to rebuff the other
person’s message, such as crossing your arms, avoiding eye contact,
or tapping your feet. You don’t have to agree, or even like what’s being
said, but to communicate effectively and not make the other person
defensive, it’s important to avoid sending negative signals.
EFFECTIVE COMMUNICATION SKILL 1:

BECOME AN ENGAGED LISTENER
When communicating with others, we often focus on what we should
say. However, effective communication is less about talking and more about
listening. Listening well means not just understanding the words or the
information being communicated, but also understanding the emotions the
speaker is trying to communicate.
There’s a big difference between engaged listening and simply hearing.
When you really listen—when you’re engaged with what’s being said—you’ll
hear the subtle intonations in someone’s voice that tell you how that person
is feeling and the emotions they’re trying to communicate. When you’re an
engaged listener, not only will you better understand the other person, you’ll
also make that person feel heard and understood, which can help build a
stronger, deeper connection between you.
TIPS FOR BECOMING AN ENGAGED LISTENER
FOCUS FULLY ON THE SPEAKER. You can’t listen in an engaged way if
you’re constantly checking your phone or thinking about something else.
You need to stay focused on the moment-to-moment experience in order to
pick up the subtle nuances and important nonverbal cues in a conversation.
If you find it hard to concentrate on some speakers, try repeating their
words over in your head—it’ll reinforce their message and help you stay
focused.
FAVOR YOUR RIGHT EAR. As strange as it sounds, the left side of the
brain contains the primary processing centers for both speech
comprehension and emotions. Since the left side of the brain is connected to
the right side of the body, favoring your right ear can help you better detect
the emotional nuances of what someone is saying.
AVOID INTERRUPTING OR TRYING TO REDIRECT THE CONVERSATION
TO YOUR CONCERNS by saying something like, “If you think that’s bad, let
me tell you what happened to me.” Listening is not the same as waiting for
your turn to talk. You can’t concentrate on what someone’s saying if you’re
forming what you’re going to say next. Often, the speaker can read your
facial expressions and know that your mind’s elsewhere.
SHOW YOUR INTEREST IN WHAT'S BEING SAID. Nod occasionally, smile
at the person, and make sure your posture is open and inviting. Encourage
the speaker to continue with small verbal comments like “yes” or “uh huh.”
TRY TO SET ASIDE JUDGMENT. In order to communicate effectively with
someone, you don’t have to like them or agree with their ideas, values, or
opinions. However, you do need to set aside your judgment and withhold
blame and criticism in order to fully understand them. The most difficult
communication, when successfully executed, can often lead to an unlikely
connection with someone.
PROVIDE FEEDBACK. If there seems to be a disconnect, reflect what has
been said by paraphrasing. "What I'm hearing is…," or "Sounds like you are
saying…," are great ways to reflect back. Don’t simply repeat what the
speaker has said verbatim, though—you’ll sound insincere or unintelligent.
Instead, express what the speaker’s words mean to you. Ask questions to
clarify certain points: "What do you mean when you say..." or "Is this what
you mean?"
HEAR THE EMOTION BEHIND THE WORDS
It’s the higher frequencies of human speech that impart emotion. You can
become more attuned to these frequencies—and thus better able to
understand what others are really saying—by exercising the tiny muscles of
your middle ear (the smallest in the body). You can do this by singing,
playing a wind instrument, or listening to certain types of high-frequency
music (a Mozart symphony or violin concerto, for example, rather than low-
frequency rock, pop, or hip-hop).
PAY ATTENTION TO NONVERBAL SIGNALS
The way you look, listen, move, and react to another person tells them
more about how you’re feeling than words alone ever can. Nonverbal
communication, or body language, includes facial expressions, body
movement and gestures, eye contact, posture, the tone of your voice, and
even your muscle tension and breathing.
Developing the ability to understand and use nonverbal
communication can help you connect with others, express what you really
mean, navigate challenging situations, and build better relationships at
home and work.
IMPROVE HOW YOU READ NONVERBAL COMMUNICATION
BE AWARE OF INDIVIDUAL DIFFERENCES. People from different
countries and cultures tend to use different nonverbal communication
gestures, so it’s important to take age, culture, religion, gender, and
emotional state into account when reading body language signals. An
American teen, a grieving widow, and an Asian businessman, for example,
are likely to use nonverbal signals differently.
IMPROVE HOW YOU DELIVER NONVERBAL COMMUNICATION
USE NONVERBAL SIGNALS THAT MATCH UP WITH YOUR WORDS rather
than contradict them. If you say one thing, but your body language says
something else, your listener will feel confused or suspect that you’re being
dishonest. For example, sitting with your arms crossed and shaking your
head doesn’t match words telling the other person that you agree with what
they’re saying.
NONVERBAL COMMUNICATION: READING BODY LANGUAGE
ADJUST YOUR NONVERBAL SIGNALS ACCORDING TO THE CONTEXT.
The tone of your voice, for example, should be different when you’re
addressing a child than when you’re addressing a group of adults. Similarly,
take into account the emotional state and cultural background of the person
you’re interacting with.
AVOID NEGATIVE BODY LANGUAGE. Instead, use body language to
convey positive feelings even when you're not actually experiencing them. If
you’re nervous about a situation—a job interview, important presentation,
or first date, for example—you can use positive body language to signal
confidence, even though you’re not feeling it. Instead of tentatively entering
a room with your head down, eyes averted, and sliding into a chair, try
standing tall with your shoulders back, smiling and maintaining eye
contact, and delivering a firm handshake. It will make you feel more self-
confident and help to put the other person at ease.
KEEP STRESS IN CHECK
How many times have you felt stressed during a disagreement with
your spouse, kids, boss, friends, or coworkers and then said or done
something you later regretted? If you can quickly relieve stress and return to
a calm state, you’ll not only avoid such regrets, but in many cases you’ll also
help to calm the other person as well. It’s only when you’re in a calm,
relaxed state that you'll be able to know whether the situation requires a
response, or whether the other person’s signals indicate it would be better to
remain silent.
THE IMPORTANCE OF GOOD COMMUNICATION
Good communication is an essential tool in achieving productivity and
maintaining strong working relationships at all levels of an organization.
Employers who invest time and energy into delivering clear lines of
communication will rapidly build trust amongst employees, leading to
increases in productivity, output and morale in general.
Poor communication in the workplace will inevitably lead to unmotivated
staff that may begin to question their own confidence in their abilities and
inevitably in the organization.
Take steps to build on communication

Define goals and expectations – Managers need to deliver clear,
achievable goals to both teams and individuals, outlining exactly what is
required on any given project, and ensuring that all staff are aware of the
objectives of the project, the department and the organization as a whole.
Clearly deliver your message – Ensure your message is clear and
accessible to your intended audience. To do this it is essential that you
speak plainly and politely – getting your message across clearly without
causing confusion or offence.
Choose your medium carefully – Once you’ve created your message
you need to ensure it’s delivered in the best possible format. While face to
face communication is by far the best way to build trust with employees, it
is not always an option. Take time to decide whether information delivered
in a printed copy would work better than an email or if a general memo will
suffice.
Keep everyone involved – Ensure that lines of communication are kept
open at all times. Actively seek and encourage progress reports and project
updates. This is particularly important when dealing with remote staff.
Listen and show empathy – Communication is a two-way process and
no company or individual will survive long if it doesn’t listen and encourage
dialogue with the other party. Listening shows respect and allows you to
learn about any outstanding issues you may need to address as an
employer.
Self- Check #1.1-1 (Effective Communication)

(Essay): Give a brief explanation of the following * 5pts each
1. What is communication?
2. What is an effective communication?
Enumeration
1-7 Tips on becoming an engaged listener
8-11 Importance of good communication
ANSWER KEY 1.1-1
Essay
1. Communication is the process of exchanging information and
ideas.
2. Effective communication is about more than just exchanging
information. It's about understanding the emotion and intentions
behind the information.
Enumeration
1. Focus Fully on The Speaker.
2. Favor Your Right Ear
3. Avoid Interrupting or Trying to Redirect the
Conversation to Your Concerns
4. Show Your Interest in What's Being Said

5. Try To Set Aside Judgment
6. Provide Feedback
7. Hear The Emotion Behind the Words
8. Take STEPS TO BUILD ON COMMUNICATIO
9. Clearly DELIVER YOUR MESSAGE
10. Choose YOUR MEDIUM CAREFULLY
11. Keep EVERYONE INVOLVED
Information Sheet # 1.1-2

Different modes of communication
1. Understand the different modes of communication
Discussion
There Are Three Types of Communication in Any Language
1. Interpersonal Communication:
Learners interact and negotiate meaning in spoken, signed,
or written conversations to share information, reactions, feelings,
and opinions.
a. Active negotiation of
meaning among
individuals.
b. Participants observe and
monitor one another to
see how their meanings
and intentions are being
communicated.
c. Adjustments and
clarifications are made
accordingly.
d. Speaking and listening
(conversation); reading
and writing (text messages or via social media)
2. Interpretive Communication involves the following:
Learners understand, interpret, and analyze what is heard,
read, or viewed on a variety of topics.
a. Interpretation of what the author, speaker, or produces
wants the receiver of the message to understand.
b. One-way communication with no recourse to the active
negotiation of meaning with the writer, speaker, or
producer.
c. Interpretation differs from comprehension and translation
in that interpretation implies the ability to read (or listen
or view) "between the lines," including understanding
from within the cultural mindset or perspective.
d. Reading (websites, stories, articles), listening (speeches,
messages, songs), or viewing (video clips) of authentic
materials.

3. Presentational Communication involves the following:
a. Creation of messages.
b. One-way
communication
intended to facilitate
interpretation by
members of the other
culture where no
direct opportunity for
the active negotiation
of meaning between
members of the two cultures exists.
c. To ensure intended audience is successful in its interpretation,
the "presenter" needs knowledge of the audience's language and
culture.
d. Writing (messages, articles, reports), speaking (telling a story,
giving a speech, describing a poster), or visually representing
(video or PowerPoint).
Self- Check #1.1-2 (Different Mode of Communication)
Enumeration
1. Enumerate the types of communication in any language and give its
meaning.
ANSWER KEY #1.1-2
1. Interpersonal Communication
Learners interact and negotiate meaning in spoken, signed, or
written conversations to share information, reactions, feelings, and
opinions.
a. Active negotiation of meaning among individuals.
b. Participants observe and monitor one another to see how
their meanings and intentions are being communicated.
c. Adjustments and clarifications are made accordingly.
d. Speaking and listening (conversation); reading and writing
(text messages or via social media)
2. Interpretive Communication
Learners understand, interpret, and analyze what is heard,
read, or viewed on a variety of topics.
a. Interpretation of what the author, speaker, or produces wants the
receiver of the message to understand.
b. One-way communication with no recourse to the active negotiation
of meaning with the writer, speaker, or producer.

c. Interpretation differs from comprehension and translation in that
interpretation implies the ability to read (or listen or view) "between
the lines," including understanding from within the cultural
mindset or perspective.
d. Reading (websites, stories, articles), listening (speeches, messages,
songs), or viewing (video clips) of authentic materials.
3. Presentational Communication
a. Creation of messages.
b. One-way communication intended to facilitate interpretation by
members of the other culture where no direct opportunity for the
active negotiation of meaning between members of the two cultures
exists.
c. To ensure intended audience is successful in its interpretation, the
"presenter" needs knowledge of the audience's language and
culture.
d. Writing (messages, articles, reports), speaking (telling a story,
giving a speech, describing a poster), or visually representing.

Gather and provide information in response to workplace requirements

1. Gather and provide information in response to workplace requirements.
Discussion
Accuracy in gathering information is vital to protect both the client
and you. Remember that the information will be used to assess the client’s
situation and level and immediacy of intervention. You need to gain all the
necessary facts without sensationalizing, or making light of, the situation as
it presents for the client. This is especially so when you are gathering
material that could be used as evidence in a court.
Gathering information
 gather all the relevant facts

 gain a clear or clearer
understanding of the
client’s issues
 support the client in
staying focused and
standing a little outside the
situation to get clear facts.
There are a number of ways you can make sure that you obtain factual
information. These include the following:
 noting how the client presents

 informing the client of your role
 allowing time for the client to present the information fully
 asking the right questions in the right manner
 listening to the client’s story
 saying what you are interested in finding out
 observing the client’s behavior during the interview.
Noting how the client presents
When meeting a client for the first time, or talking to them on the
telephone, you will gain a first impression of them based on such things as:
 mental state (irrational thinking, memory loss, delusions, etc.)

 emotional/psychological state (highly distressed, anxious, withdrawn,
etc.)
 personal circumstances (no home, no money, no food, etc.)
 support networks (Do they recognize anyone in their life who could
help?)
 indicators of abuse.
Inform the client of your role
Occasionally clients have been misdirected to your agency, and their
expectation of the assistance available does not match the resources and
responsibilities of your agency. The Intake Officer or person initially
interviewing the client can usually determine this very early in the process
and prevent the client having to go through their story in depth when a
referral to another agency would be more appropriate. Hence it is important
that workers clarify to the client their role and the role of the agency as soon
as possible.
Allow enough time
To go through all the processes of obtaining information will require
time. Make sure that you have allowed enough time to thoroughly evaluate
all the information that the person has given you, to confirm that what you
have recorded is a true statement of what the person said.
Listen to their story
You need to be patient and calm when
conducting an interview with a client who is
distressed. You need to give the client a clear
message that you are listening to their story.
This can be done through:
1. Your body language
Appear interested; adopt a relaxed and yet
attentive body posture; observe the tone,
volume and stability of your voice; be aware of your responses to some of the
information the client is telling you; and ensure they are appropriate.
2. Eye contact
In western culture, maintaining eye
contact suggests we are interested in
and attending to the client; however, do
not stare. Ensure eye contact is natural
and direct. Be aware of racial, age and
gender differences. Be sensitive to your
client’s responses and be guided by
those responses.
Developing rapport and providing a trusting environment

In order to build rapport with a client, you must appear to be
genuinely interested in them. This can be demonstrated in small ways, from
ensuring there are no distractions during your interview, checking that they
are comfortable, and checking how they wish you to address them, to
speaking respectfully to them and allowing them to adopt a measure of
control within the interview. Trust can only develop over time and you
should be vigilant in ensuring that any actions/plans you offer to undertake
on behalf of the client are completed in the time frame specified.
Non-judgmental communication
Every interview or contact gives you an opportunity to learn more
about your client; hence your communication should demonstrate respect
for a client’s opinion. You can achieve this by listening to their ideas and
points of view, accepting that you will have differences of opinions and
values and not overreacting to a client’s behavior or statements. Be
genuinely interested in how that client acquired those beliefs; this helps in
understanding the client holistically.
Affirmation
Use short acknowledgements such as 'Eh' and 'I see'.
Paraphrasing
Rephrase what the client has said to ensure you have understood correctly.
Summarizing
Summaries what the client has said at the end to ensure you have the main
points.
It is important to make the person feel as comfortable as possible and free to
express their thoughts and feelings.
Self- Check #1.1-3
(Gather and provide information in response to workplace requirements)
Enumeration
1-7 Enumerate the ways in obtaining or gathering information
ANSWER KEY#1.1-3
1. Noting how the client presents
2. Informing the client of your role
3. Allowing time for the client to present the information fully
4. Asking the right questions in the right manner
5. Listening to the client’s story

6. Saying what you are interested in finding out
7. Observing the client’s behavior during the interview.

Follow simple spoken language
1. Understand on how to follow simple spoken language.
Discussion
Speaking is the process of building
and sharing meaning through the use of
verbal and nonverbal symbols, in a
variety of contexts.
A spoken language is a
language produced by articulate
sounds, as opposed to a written
language. Many languages have
no written form and so are only
spoken. An oral language or
vocal language is a language
produced with the vocal tract, as
opposed to a sign language,
which is produced with the hands and face. The term "spoken language" is
sometimes used to mean only vocal languages, especially by linguists,
making all three terms synonyms by excluding sign languages. Others refer
to sign language as "spoken", especially in contrast to written transcriptions
of signs.
Body language is a type
of nonverbal communication in
which physical behavior, as
opposed to words, are used to
express or convey information.
Such behavior includes facial
expressions, body posture,
gestures, eye movement, touch
and the use of space. Body
language exists in both animals
and humans, but this article focuses on interpretations of human body
language. It is also known as kinesics.

Language acquisition is the process by which humans acquire the
capacity to perceive and comprehend language, as well as to produce and
use words and sentences to communicate. Language acquisition is one of
the quintessential human traits, because non-humans do not communicate
by using language. Language acquisition usually refers to first-language
acquisition, which studies infants' acquisition of their native language,
whether that be spoken language or signed language as a result of
prelingual deafness. This is distinguished from second-language acquisition,
which deals with the acquisition (in both children and adults) of additional
languages. In addition to speech, reading and writing a language with an
entirely different script compounds the complexities of true foreign language
literacy.
Importance of language
Language is important in the development of self-concept,
development of a concept of self as a learner, self-monitoring, being able to
appropriately conflict with others, getting on with others, taking various
social roles (including that of a learner), participating and demonstrating
learning. Therefore, language is a key to all learning. Teachers can gain a
good insight into students underlying language ability through looking at
their spoken language skills.
Self- Check #1.1-4 (Follow simple spoken language)
Identification
Give a brief explanation of the following.
1. What is spoken language?
2. What is body language?
3. What is language acquisition?
4. Explain the importance of language?
5. Define speaking.
ANSWER KEY#1.1-4
1. Spoken language is a language produced by articulate sounds,
as opposed to a written language.
2. Body language is a type of nonverbal communication in which physical
behavior, as opposed to words, are used to express or convey
information.
3. Language acquisition is the process by which humans acquire the
capacity to perceive and comprehend language, as well as to produce
and use words and sentences to communicate.
4. Importance of language is important in the development of self-concept,
development of a concept of self as a learner, self-monitoring, being able
to appropriately conflict with others, getting on with others, taking
various social roles (including that of a learner), participating and
demonstrating learning. Therefore, language is a key to all learning.
5. Speaking is the process of building and sharing meaning through the
use of verbal and non-verbal symbols, in a variety of contexts

Ability to relate to people of social range in the workplace
1. Understand on how to relate to people of social range in the workplace.
Discussion
In the workplace, you will work with many people every day. Strong
interpersonal skills will enable you to talk to and work with all types of
people, including managers, coworkers, and customers. Interpersonal skills
do more than give you the ability to communicate with other people.
Interpersonal skills also help you to develop relationships with people.
Strong relationships with the people you work with will help you succeed in
the workplace.
Research shows that poor interpersonal skills are the number one
reason why people don’t get along, don’t get promoted or, even worse, lose
their jobs.
Here are seven interpersonal skills tips that will help you develop
strong relationships and get along great with people in the workplace:
1. Managing relationships
2. Understanding the feelings of others
3. Cooperating with others
4. Great Attitude
5. Showing respect
6. Appropriate contact
7. Active Listening
You spend a lot of time with the people at your workplace. If you are a full-
time employee, you can expect to spend 40 or more hours a week with your
coworkers. You can begin to understand why it is so important to have good
relationships with your coworkers and managers! Good relationships will
help you get along well with people and help you to do your job better.
Have a difficult coworker or manager? Always remain polite and professional
towards that person. If you need to confront that person make sure you do it
thoughtfully. You never know! A difficult coworker could become a friend
over time.

The ability to understand and relate to the feelings of others is called
empathy. Having empathy will help you develop strong relationships with
other people.
When you have empathy, people feel that you understand them and how
they feel. When people tell you about something important, it shows they
feel comfortable around you. Do your best to put yourself in their shoes.
Think about how you would want to be treated if you were in their position.
What would you want someone to say to you? What would you hope
someone would do for you?
Cooperating, or working well with others, is an important part of
interpersonal skills in the workplace. Even though each employee might
have his or her own individual tasks and goals, the entire staff or team has
the same goal. That goal is to help the company be successful. Without
cooperation, the workplace can be an unpleasant place, and the company
will not succeed. Before starting on a group project or collaborating, make
sure each person understands what is expected of them. Ensure each
person is able to share his or her ideas or thoughts. Encourage your group
to be a safe space for sharing and collaborating.
4. Having a Great Attitude
Having an overall positive attitude will affect many aspects of your work. A
great attitude will help you cope with pressure and stress as well as help
you be more flexible in your job. Always sharing a positive attitude will help
you grow in your position and ultimately help you move forward in your
career.
In a previous post, we talk about 5 Ways to Improve Your Attitude and

Succeed at Work:
 Avoid negative thinking and complaining

 Spend time with people who have a positive attitude
 Be thankful for your job
 Give yourself a chance to recharge
 Reward yourself for doing a good job
5. Showing respect
When you show respect for others in the workplace, people will show respect
for you. You can show respect for others by being polite and using your
manners.

Always remember to say please and thank you.
When people are talking to you, listen to what they are saying and make eye
contact to show that you are listening. Wait until other people have finished
talking before you respond so that you don’t cause them to forget what they
wanted to say.
6. Appropriate Contact
Interpersonal skills are not just about the things you say at work, they also
include your actions, or the things you do. The way you act toward people at
work will determine whether or not they feel comfortable around you. Start
by always standing an appropriate distance away from the person with
whom you are talking.A good rule of thumb is to stand an arm’s length away
from the person.
That way, other people can easily hear you but will not feel like you are in
their personal space. Some people don’t like to be touched, so it is important
that you respect people’s personal space. Besides a simple pat on the back
or handshake, it is best not to touch people in the workplace. Keeping your
hands to yourself will ensure that you don’t offend or upset others.
7. Active Listening
Active listening means you are fully engaged while listening to someone talk.
You’re completely focused on the person speaking. You are giving them eye
contact, nodding, and occasionally asking clarifying questions to make sure
you understand.
Next time a coworker or manager is speaking to you. Put your phone,
computer, or notebook down and fully engaged. You’ll be surprised how
much better you understand what they’re telling you and how much better
you’ll remember later.
Self- Check #1.1-5
(Ability to relate to people of social range in the workplace)
Identification
Identify what is being asked in each number
1. The ability to understand and relate to the feelings of others is called
2. is an important part of interpersonal skills in the workplace.
3. means you are fully engaged while listening to someone talk. 4-8 Ways
to improve your attitude and succeed to work

9-15 Interpersonal skills tips that will help you develop strong relationships
and get along great with people in the workplace
ANSWER KEY#1.1-4
1. Empathy
2. Cooperating/working
3. Active Listening
4. Avoid negative thinking and complaining
5. Spend time with people who have a positive attitude
6. Be thankful for your job
7. Give yourself a chance to recharge
8. Reward yourself for doing a good job
12. Great Attitude
13. Showing respect
14. Appropriate contact
15. Active Listening

Participate in workplace meetings and discussions
Contents:
1. Participate in workplace meetings and discussions
2. Perform routine workplace duties following simple written notices
3. Written communication
4. Technology relevant to the enterprise and the individual’s work
responsibilities
Assessment Criteria
1. Team meetings are attended on time
2. Own opinions are clearly expressed and those of others are listened to
without interruption
3. Meeting inputs are consistent with the meeting purpose and
established protocols
4. Workplace interactions are conducted in a courteous manner
5. Questions about simple routine workplace procedures and maters
concerning working conditions of employment are asked and
responded to
6. Meetings outcomes are interpreted and implemented.
Conditions
 Fax machine
 Telephone
 Internet
Assessment Method:
1. Direct Observation
2. Oral interview and written test

Learning Experiences
on carefully about Participate in
workplace meetings and discussions
Participate in workplace
meetings and discussions
Answer Self-Check # 1.2-1 and You must get a rating of 100% in the
compare your answers from self-check activity, if you get below
answer key #1.2-1 100% rating, go over to the same
activities, but if you get the required
rating, then proceed to the next
activities/LO.
Perform Task Sheet # 1.2-1 Evaluate the demonstration of task
using the Performance Criteria
Checklist #1.2-1
performance
on carefully about Perform routine
workplace duties following simple
Perform routine written notices
workplace duties
following simple written
notices
activities/LO.
Checklist #1.2-2
performance
on carefully about Written communication
Written communication
activities/LO.
the Performance Criteria Checklist

Checklist #1.2-3
performance
on carefully about Technology relevant
to the enterprise and the
Technology relevant to the individual’s work responsibilities
enterprise and the
individual’s work
responsibilities
Answer Self-Check # 1.2- and You must get a rating of 100% in the
activities/LO.
Checklist #1.2-4
performance
After doing all activities of this LO,
you are ready to proceed to the next
LO on

1. Understand on how to Participate in workplace meetings and
discussions.
Discussion
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.
Purpose of Meetings
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.
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 # 1.2-1
(Participate in workplace meetings and discussions)
Identification
Identify what is being asked in each number.
1. Considering 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.
2. Aims to keep discussions on track and keep everyone focused on the
issues.
3. It is important that every person’s feels their attendance and
contribution is valued. People must be given the opportunity to
express their opinions as well as organizing they must also listen to
others without interruptions.
4. Make sure the meeting starts and finishes on time.
ANSWER KEY # 1.2-1
1. A clearly defined purpose to your meeting
2. Set an agenda
3. Manage the participants
4. Starts and finish on time

Perform routine workplace duties following simple written notices
1. Understand on how to perform routine workplace duties following the
simple written notices.
Discussion
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.
WRITTEN DOCUMENTS INCLUDES:
1. dockets with
customer/client details
2. enterprise-specific data
3. industry network
details
4. instructions
5. labels, symbols, signs,
tables and simple
graphs
6. notes, rosters and
messages
7. organizational policies
and procedures
8. OHS information and safety material
9. patient treatment sheets, cage cards and client notices
10. personnel information
11. standard operating procedures

Self- Check # 1.2-2
(Perform routine workplace duties following simple written notices)
Enumeration
1. Give the different written documents include in simple written
documents.
ANSWER KEY # 1.2-2
1. dockets with customer/client details
2. enterprise-specific data
3. industry network details
4. instructions
5. labels, symbols, signs, tables and simple graphs
6. notes, rosters and messages
7. organizational policies and procedures
8. OHS information and safety material
9. patient treatment sheets, cage cards and client notices
10. personnel information
11. standard operating procedures

Written communication
1. Understand about written communication.
Discussion
Written communication involves any type of interaction that makes
use of the written word. Communication is a key to any endeavor involving
more than one person. Communicating through writing is essential in the
modern world and is becoming ever more so as we participate in what is
now commonly called the information age. In fact, written communication is
the most common form of business communication. It is essential for small
business owners and managers to develop effective written communication
skills and to encourage the same in all employees. The information age has
altered the ways in which we communicate and placed an increasing
emphasis on written versus oral communications.
ADVANTAGES OF WRITTEN COMMUNICATION:
 Easy to preserve: The documents of written communication are easy

to preserve. Oral and non-verbal communication cannot be preserved.
If it is needed, important information can be collected from the
preserved documents.
 Easy presentation of complex matter: Written communication is the
best way to represent any complex matter easily and attractively.
 Permanent record: The documents of written communication act as a
permanent record. When it is needed, important information can be
easily collected from the preserved documents.
 Prevention of wastage of time and money: Written communication
prevents the waste of money and time. Without meeting with each
other the communicator and communicate can exchange their views.
 Accurate presentation: Through the documents of the written
communication top executive can present the information more
accurately and clearly. As it is a legal document everybody takes
much care does draft it.
 Use as a reference: If it is needed, written communication can be used
as future reference.

 Delegation of authority: Written communication can help the
authority to delegate the power and authority to the subordinate. It is
quite impossible to delegate power without a written document.
 Longevity: Written document can be preserved for a long time easily.
That is why; all the important issues of an organization should be
back and white.
 Effective communication: Written communication helps to make
communication effective. It is more dependable and effective than
those of other forms of communication.
 Maintaining image: Written communication helps to maintain the
images of both the person and the organization. It also protects the
images of the company or organization.
 Proper information: It is a proper and complete communication
system. There is no opportunity to include any unnecessary
information in a written document.
 Less distortion possibility: In this communication system information
is recorded permanently. So, there is less possibility of distortion and
alteration of the information.
 No opportunity to misinterpret: there is any opportunity to
misinterpret the information or messages of written communication.
 Controlling tool: Written communication can help to control the
organizational activity. The written document may be used as a tool
for controlling.
 Easy to verify: The information and messages that are preserved can
be verified easily. If there arises any misunderstanding any party can
easily verify the information.
 Others: Clear understanding, Legal document, Acceptability,
Reduction of risk, Creating confidence, Easy circulation, Wide access
or coverage etc.
Disadvantages of Written Communication
 Expensive: Written communication is comparatively expensive. For

this communication paper, pen, ink, typewriter, computer and a large
number of employees are needed.
 Time consuming: Written communication takes time to communicate
with others. It is a time-consuming media. It costs the valuable time of
both the writer and the reader.
 Red-Taoism: Red-Taoism is one of the most disadvantages of written
communication. It means to take time for approval of a project.
 Useless for illiterate person: It messages receiver is illiterate, written
communication is quite impossible. This is major disadvantage written
communication.

 Difficult to maintain secrecy: It is an unexpected medium to keep
business secrecy. Secrecy is not always possible to maintain through
written communication. Because here needs to discuss everything in
black and white.
 Lack of flexibility: Since writing documents cannot be changed easily
at any time. Lack of flexibility is one of the most important limitations
of written communication.
 Delay in response: It takes much time to get a response from the
message receiver; prompt response is not possible in case of written
communication that is possible in oral communication.
 Delay in decision making: Written communication takes much time to
communicate with all the parties concerned. So the decision maker
cannot take decisions quickly.
 Cost in record keeping: It is very difficult and expensive to keep all the
records in written communication.
 Complex words: Sometimes the writer uses complex words in writing a
message. It becomes difficult to meaning out to the reader. So the
objectives of the communication may lose.
 Lack of direct relation: If there is no direct relation between the writer
and the reader, writer communication cannot help to establish a
direct relation between them.
 Other: Prompt feedback is impossible, Slowness, Bureaucratic
attitude, Understanding problem between boos and subordinates, lack
in quick clarification and correction, formality problem, lack of
personal intimacy, etc.
Self- Check # 1.2-3 (Written Communication)
Identification
1. is a key to any endeavor involving more than one person.
2. is essential in the modern world and is becoming ever more so as we
participate in what is now commonly called the information age.
3. It is essential for small business owners and managers to develop
effective written communication skills and to encourage the same in
all employees.
4. involves careful choice of words, their organization in correct order in
sentences formation as well as cohesive composition of sentences.
5. Written communication is the best way to represent any complex
matter easily and attractively.
6. If it is needed, written communication can be used as future
reference.

7. The information and messages that are preserved can be verified
easily. If there arises any misunderstanding any party can easily verify
the information.
8. Written communication takes time to communicate with others.
9. It takes much time to get a response from the message receiver;
prompt response is not possible in case of written communication that
is possible in oral communication.
10. Sometimes the writer uses complex words in writing a message.
It becomes difficult to meaning out to the reader. So the objectives of
the communication may lose.
ANSWER KEY # 1.2-3
1. Communication
2. Communicating through writing
3. Written Communication
4. Effective writing
5. Easy presentation of complex matter
6. Use as reference
7. Easy to verify
8. Time Consuming
9. Delay in Response
10. Complex Word

Complete relevant work-related documents
Contents:
1. Complete work-related documents
2. Organizational policies
3. Basic mathematical processes of addition, subtraction, division and
multiplication
4. Estimate, calculate and record routine workplace measures
Assessment Criteria
1. Range of forms relating to conditions of employment are completed
accurately and legibly
2. Workplace data is recorded on standard workplace forms and
documents
3. Basic mathematical processes are used for routine calculations
4. Errors in recording information on forms/ documents are identified
and properly acted upon
5. Reporting requirements to supervisor are completed according to
organizational guidelines
Conditions
 Fax machine
 Telephone
 Internet
Assessment Method:
1. Direct Observation
2. Oral interview and written test
Learning Experience
Complete relevant work related documents

Read Information Sheet #1.3-1 on Read and understand the information
carefully about Complete work related
Complete work related documents documents
Answer Self-Check # 1.3-1 and compare You must get a rating of 100% in the
your answers from answer key #1.3-1 self-check activity, if you get below 100%
rating, go over to the same activities, but
if you get the required rating, then
proceed to the next activities/LO.

Checklist #1.3-1
performance
Read Information Sheet #1.3-2 on Read and understand the information

carefully about Organizational policies
Organizational policies
Answer Self-Check # 1.3-2 and compare You must get a rating of 100% in the
your answers from answer key #1.3-3 self-check activity, if you get below 100%
rating, go over to the same activities, but
if you get the required rating, then
proceed to the next activities/LO.

Checklist #1.3-2
performance
After doing all activities of this LO , you
are ready to proceed to the next LO on

Organizational Policies
1. Understand about organizational Policies.
Discussion
A set of policies are principles, rules, and guidelines formulated or
adopted by an organization to reach its long-term goals and typically
published in a booklet or other form that is widely accessible.
Policies and procedures are designed to influence and determine all
major decisions and actions, and all activities take place within the
boundaries set by them. Procedures are the specific methods employed to
express policies in action in day-to-day operations of the organization.
Together, policies and procedures ensure that a point of view held by the
governing body of an organization is translated into steps that result in an
outcome compatible with that view.
What is a workplace policy?
A policy is a statement which underpins how human resource
management issues will be dealt with in an organization. It communicates
an organization’s values and the organization’s expectations of employee
behaviors and performance.
Workplace policies often reinforce and clarify standard operating
procedure in a workplace. Well written policies help employers manage staff
more effectively by clearly defining acceptable and unacceptable behavior in
the workplace, and set out the implications of not complying with those
policies.
A workplace policy consists of a statement of purpose and one or more
broad guidelines on action to be taken to achieve that purpose. The
statement of purpose should be written in simple terms, free of jargon. The
length of the policy may vary depending on the issue it addresses.
A policy may allow discretion in its implementation and the basis of
that discretion should be stated as part of the policy. A policy may also be
required where there is a diversity of interests and preferences, which could

result in vague and conflicting objectives among those who are directly
involved.
Not all workplace issues require a policy. Many routine matters can be
dealt with through simple workplace procedures and processes being put in
place.
Benefits of having workplace policies
Well-written workplace policies:
 are consistent with the values of the organization

 comply with employment and other associated legislation
 demonstrate that the organization is being operated in an efficient and
businesslike manner
 ensure uniformity and consistency in decision-making and
operational procedures
 add strength to the position of staff when possible legal actions arise
 save time when a new problem can be handled quickly and effectively
through an existing policy
 foster stability and continuity
 maintain the direction of the organization even during periods of
change
 provide the framework for business planning
 assist in assessing performance and establishing accountability
 clarify functions and responsibilities
Developing and introducing workplace policies
Step 1 – Management Support
It is crucial to have senior
management support for the
implementation or modification of a policy,
especially where policies relate to employee
behavior. The endorsement and modelling
of the behavior by senior managers and
supervisors will encourage staff to take the policies seriously. While
management support for a policy is an important first step before actively
seeking employee feedback on a proposed policy, the idea for the policy and
some of its details may in fact come from staff.
Step 2 - Consult with staff
Involve staff in developing and implementing workplace policies to
promote stronger awareness, understanding and ownership of the outcome.
Staff involvement also helps to determine how and when the policies might
apply, and can assist in identifying possible unintentional outcomes of the
policy.
Step 3 - Define the terms of the policy
Be explicit. Define key terms used in the policy at the beginning so
that employees understand what is meant. The policy should explain what is
acceptable and unacceptable behavior in the workplace. You may wish to
include specific examples to illustrate problem areas or unacceptable types
of behaviors.
Step 4 - Put the policies in writing and publicize them
To be effective, policies need to be publicised and provided to all
existing and new employees. This includes casual, part-time and full-time
employees and those on maternity leave or career breaks.
Policies should be written in plain English and easily understood by
all employees. Consider translating the policies into the appropriate
languages for employees whose first language is not English.
Ensure all staff understand what the policies mean. Explain how to
comply with the policies and the implications of not complying.
Step 5 - Training and regular referral
The policies may be explained to staff through information and/or
training sessions, at staff meetings and during induction sessions for new
staff. They should also be reiterated and discussed with staff regularly at
staff meetings to ensure they remain relevant.
Copies of policies should be easily accessible. Copies may be kept in
folders in a central location or staff areas, in staff manuals and available on
the organization's intranet system.
Step 6 – Implementation
It is important that policies are applied consistently throughout the
organization. A breach of a policy should be dealt with promptly and
according to the procedures set out in the policy. The consequence of the
breach should also suit the severity of the breach – whether it be a warning,
disciplinary action or dismissal. Review policies regularly to ensure they are
current and in line with any changes within the organization. Where policies
are significantly changed, they should be re-issued to all staff and the
changes explained to them to ensure they understand the organization's
new directions. These changes should also be widely publicized.
Self- Check # 1.3-2 (Organizational Policies)

Identification
1. is a statement which underpins how human resource management
issues will be dealt with in an organization
2. consists of a statement of purpose and one or more broad guidelines
on action to be taken to achieve that purpose.
3. It is crucial to have senior management support for the
implementation or modification of a policy, especially where policies
relate to employee behavior.
4. Involve staff in developing and implementing workplace policies to
promote stronger awareness, understanding and ownership of the
outcome.
5. Ensure all staff understands what the policies mean. Explain how to
comply with the policies and the implications of not complying.
Enumeration
1-6 Enumerate the steps in introducing workplace policies
ANSWER KEY # 1.3-2
1. Policy
2. Workplace Policy
3. Management Support
4. Consult with staff
5. Put the policies in writing and publicize them
1. Management support
2. Consult with Staff
3. Define the terms of policy
4. Put the policies in writing and publicize them
5. Training and regular referral
6. Implementation


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COMPETENCY BASED LEARNING MATERIALS

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

SUMMARY OF COMPETENCY-BASED LEARNING MATERIALS

No. Unit of Competency Module Title Code

3 Practice career Practicing career

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Follow simple spoken

Date Developed: Document No. HSKNCII 500311105

EFFECTIVE COMMUNICATION SKILL 1:

Take steps to build on communication

Self- Check #1.1-1 (Effective Communication)

Date Developed: Document No. HSKNCII 500311105

Information Sheet # 1.1-2

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Information Sheet #1.1-3

Date Developed: Document No. HSKNCII 500311105

 gather all the relevant facts

 noting how the client presents

 mental state (irrational thinking, memory loss, delusions, etc.)

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Information Sheet #1.1-4

Date Developed: Document No. HSKNCII 500311105

Information Sheet #1.1-5

Date Developed: Document No. HSKNCII 500311105

In a previous post, we talk about 5 Ways to Improve Your Attitude and

 Avoid negative thinking and complaining

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Perform Task Sheet # 1.2-3 Evaluate the demonstration of task

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

 Easy to preserve: The documents of written communication are easy

Date Developed: Document No. HSKNCII 500311105

 Expensive: Written communication is comparatively expensive. For

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

ANSWER KEY # 1.2-3

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

Perform Task Sheet # 1.3-1 Evaluate the demonstration of task

Read Information Sheet #1.3-2 on Read and understand the information

Perform Task Sheet # 1.3-2 Evaluate the demonstration of task

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

 are consistent with the values of the organization

Date Developed: Document No. HSKNCII 500311105

Date Developed: Document No. HSKNCII 500311105

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