Participate in Workplace Communication

Sector:
HOTEL AND
RESTAURANT
Qualification:
HOUSEKEEPING NCII
Unit of Competency: Participate in Workplace Communication
Module Title:
Participating in Workplace Communication
Republic of the Philippines
PROVIDERS MULTI-PURPOST COOPERATIVE TRAINGING CENTER
1AH26, MAGSAYSAY, NAGUILLIAN, ISABELA
COMPETENCY BASED LEARNING MATERIALS

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in Tourism. This module contains training
materials and activities for you to complete.
The unit of competency "Participate 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)
(Basic Competency of Tourism) COMPETENCY-BASED
LEARNING MATERIALS
List of Competencies
Unit of Competency Module Title Code

Participate in Participate in
workplace workplace 500311105
communication communication
Work in team Work in team
500311106
environment environment
Practice career Practice career
500311107
professionalism professionalism
Practice occupational Practice
health and safety occupational health 500311108
procedures and safety
procedures
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:
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
 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 Special Instructions
Activities
Read Information Sheet Read and understand the information
#1.1-1 on carefully about Effective communication
Effective communication
Answer Self-Check # You must get a rating of 100% in the self-
1.1-1 and compare check activity, if you get below 100%
your answers from rating, go over to the same activities, but if
answer key #1.1-1 you get the required rating, then proceed to
the next activities/LO.
Perform Task Evaluate the demonstration of task using
Sheet # 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 # You must get a rating of 100% in the self-
1.1-2 and compare check activity, if you get below 100%
your answers from rating, go over to the same activities, but if
answer key #1.1-2 you get the required rating, then proceed to
Perform Task Evaluate the demonstration of task using
Sheet # 1.1-2 the Performance Criteria Checklist
#1.1-2
Have your trainer evaluate your performance
Read information Sheet # Read and understand the
1.1-3 on information carefully about
Gather and provide information
Gather and provide in response to workplace
information in response requirements
to workplace
requirements
Answer Self-Check # You must get a rating of 100% in
1.1-3 and compare your the self- check activity, if you get
answers from answer below 100% rating, go over to the
key #1.1-3 same activities, but if you get the
required rating, then proceed to
Perform Task Sheet # Evaluate the demonstration of
1.1-3 task using the Performance
Criteria Checklist #1.1-3
Have your trainer evaluate your
performance
Read information Sheet Read and understand the
# 1.1-4 on information carefully
about Follow simple
spoken language
Follow simple spoken
language
Answer Self-Check You must get a rating of 100% in
# 1.1-4 and the self- check activity, if you get
compare your below 100% rating, go over to the
answers from same activities, but if you get the
answer key #1.1-4 required rating, then proceed to
performance
Read information Sheet Read and understand the
# 1.1-5 on information carefully about
Ability to relate to people of
Ability to relate to social range in the workplace
people of social range
in the workplace
Answer Self-Check You must get a rating of 100% in
# 1.1-5 and the self- check activity, if you get
compare your below 100% rating, go over to the
answers from same activities, but if you get the
answer key #1.1-5 required rating, then proceed to
performance
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. (Introductory Paragraph)
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:
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.
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.
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.
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).
SKILL 2:
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.
SKILL 3: 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
listeners 1-4 Importance of good
communication
ANSWER KEY 1.1-1
(Effective Communication)
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.
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
1. Take STEPS TO BUILD ON COMMUNICATION

2. Clearly DELIVER YOUR MESSAGE
3. Choose YOUR MEDIUM CAREFULLY
4. Keep EVERYONE INVOLVED
Information Sheet # 1.1-2 (Different modes
of communication)
1. Understand the different modes of communication
(Body)
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)
Enumerate the types of communication in any language and give
its meaning.
ANSWER KEY #1.1-2
(Different Modes of Communication)
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
nderstand, 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.
(Introductory Paragraph)
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.
(Body)
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:
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.
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-judgemental 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 behaviour 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): (Instruction)
1-7 Enumerate the ways in obtaining or gathering information

ANSWER KEY#1.1-3
(Gather and provide information in response to workplace
requirements)
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 behaviour during the interview.
Information Sheet #1.1-4 (Follow simple
spoken language)
1. Understand on how to follow simple spoken language.
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
(Follow simple spoken language)
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 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.
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.
(Body)
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.
2. Understanding the feelings of others
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?
3. Cooperating with others

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
(Follow simple spoken language)
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
10.Understanding the feelings of
others 11.Cooperating with
others
12.Great
Attitude
13.Showing
respect
14.Appropriate
contact
15. Active Listening
References for further reading
https://www.conovercompany.com/7-interpersonal-social-skills-for-
the- workplace/
https://www.google.com/search?
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(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
The participants will have access to:
1. Fax machine
2. Telephone
3. Writing materials
4. Internet
Assessment Method:
1.Direct Observation
2.Oral interview and written test
Learning Experiences
Learning Outcome 2
(Participate in workplace meetings and discussions)
Learning Activities Special Instructions

Read Information Sheet #1.2- Read and understand the
1 on information carefully about
Participate in workplace
Participate in workplace meetings meetings and discussions
and discussions
Answer Self-Check # 1.2-1 You must get a rating of
and compare your answers 100% in the self-check
from answer key #1.2-1 activity, if you get below
100% rating, go over to
the same activities, but if
you get the required
rating, then proceed to
Perform Task Sheet # 1.2-1 Evaluate the
demonstration of task
using the Performance
Criteria Checklist #1.2-
1
Have your trainer evaluate
your performance
Perform routine workplace
Perform routine duties following simple
workplace duties written notices
following simple
written notices
2
your performance
Written communication
Written communication
from answer key activity, if you get below
#1.2-3 100% rating, go over to the
same activities, but if you
get the required rating, then
proceed to the next
activities/LO.
3
your performance
Technology relevant to
Technology relevant to the enterprise and the
the enterprise and the individual’s work
individual’s work responsibilities
responsibilities
Answer Self-Check # 1.2- You must get a rating of
4
your performance
After doing all activities
of this LO , you are ready
to proceed to the next
LO on
Information Sheet # 1.2-1
1. Understand on how to Participate in workplace meetings and
discussions.
Introductory Paragraph
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.
(Body)
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
(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.
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): (Instruction)
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
Information Sheet # 1.2-3 (Written communication)
1. Understand about written
communication. (Introductory Paragraph)
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.
(Body)
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)
(Type of Test): (Instruction)

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
(Written Communication)
11. Communication
12. Communicating through writing
13. Written Communication
14. Effective writing
15. Easy presentation of complex matter
16. Use as reference
17. Easy to verify
18. Time Consuming
19. Delay in Response
20. Complex Word

REFERENCES FOR FURTHER READING
ei=y6sXW5_GOMnd8QXHmorQBw&q=4.%09Technology+relevant+to+the+enterpri
se+and+the+individual
%E2%80%99s+work+responsibilities&oq=4.%09Technology+relevant+to+th
e+enter prise+and+the+individual
%E2%80%99s+work+responsibilities&gs_l=psy-
ab.3...7626.7626.0.8524.1.1.0.0.0.0.222.222.2-1.1.0....0...1c.1.64.psy-
ab..0.0.0 0.tzaXhRmVdM4
ei=xasXW5OsJMev8QWF3KfYCQ&q=written+communication&oq=Written+c
ommu nication&gs_l=psy-
ab.1
0.0i131i67k1j0i7i30k1j0i67k1j0i7i30k1l6j0i67k1.347.650.0.3745.3.3.0.0.0.
0.
354.354.3-1.1.0....0...1c.1.64.psy-ab..2.1.352 0.Ew1EFX2qtAg
https://www.google.com/search?ei=IJ8XW4KzMcSW8QXSmY-
ACg&q=Perform+routine+workplace+duties+following+simple+written+notic
es&oq=
Perform+routine+workplace+duties+following+simple+written+notices&gs_l
=psy- ab.3..0i71k1l8.0.0.0.11397.0.0.0.0.0.0.0.0..0.0....0...1c 64.psy-
ab..0.0.0 0.9c2wDBs2VAE
https://www.google.com/search?source=hp&ei=ipsXW-
epA4H38gW7t7rYDQ&q=Participate+in+workplace+meetings+and+discussions&oq
=Participate+in+workplace+meetings+and+discussions&gs_l=psy-
ab.3..0.1488.1488.0.2722.3.2.0.0.0.0.230.230.2-
1.2.0....0...1c.1.64.psy- ab..1.2.425.6..35i39k1.195.zdMOOsgfZ2I
https://training.gov.au/Training/Details/ACMGAS202A
ei=6acXW90eibHxBa3Fu_AO&q=Written+notices+and+instructions+are+read+and
+interpreted+correctly.&oq=Written+notices+and+instructions+are+read+an
d+inter preted+correctly.&gs_l=psy-
ab.3..35i39k1.4800.4800.0.5212.1.1.0.0.0.0.296.296.2-
1.1.0....0...1c.1.64.psy- ab..0.1.280 0.DocJOUpYx9o
(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
The participants will have access to:
1. Fax machine
2. Telephone
3. Writing materials
4. Internet
Assessment Method:
1.Direct Observation
2.Oral interview and written test
Learning Experiences
Learning Outcome 3
(Complete relevant work related documents)
Learning Activities Special Instructions
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 You must get a rating of 100%

compare your answers from in the self-check activity, if
answer key #1.3-1
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.
Perform Task Sheet # 1.3-1 Evaluate the demonstration
of task using the
Performance Criteria
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 You must get a rating of 100%

compare your answers from in the self-check activity, if
answer key #1.3-3
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.
Perform Task Sheet # 1.3-2 Evaluate the demonstration
of task using the
Performance Criteria
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. (Introductory Paragraph)
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 behaviour
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
behaviour. The endorsement and modelling of the behaviour 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 behaviour in the workplace. You may wish to
include specific examples to illustrate problem areas or unacceptable types
of behaviours. For example:
Step 4 - Put the policies in writing and publicise 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): (Instruction)
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
behaviour.
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
(Organizational Policies)
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
REFRENCES FOR FURTHER READING
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%2C+subtraction
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of+add ition%2C+subtraction
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ab.3..0i71k1l8.0.0.0.60836.0.0.0.0.0.0.0.0..0.0....0...1c..64.psy-
ab..0.0.0 DgwgPTXnxmI
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disadvantages-of- written-communication/
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COMPETENCY BASED LEARNING MATERIALS

Unit of Competency Module Title Code

UNIT OF COMPETENCY: Participate in workplace

communication. (Introductory Paragraph)

The Communication Process for communication to occur it must pass from

What is Effective Communication?

BECOME AN ENGAGED LISTENER

Take steps to build on communication

(Essay): Give a brief explanation of the following * 5pts each

1. Communication is the process of exchanging information and ideas.

2. Effective communication is about more than just exchanging

1. Focus Fully On The Speaker.

1. Take STEPS TO BUILD ON COMMUNICATION

Learners interact and negotiate meaning in spoken, signed, or written

Learners understand, interpret, and analyze what is heard, read, or viewed on a

 gather all the relevant facts

There are a number of ways you can

 noting how the client presents

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

Inform the client of your role

Occasionally clients have been misdirected to your agency, and their

You need to be patient and calm when conducting an interview with a

In western culture, maintaining eye contact suggests we are interested in

Developing rapport and providing a trusting environment

1-7 Enumerate the ways in obtaining or gathering information

1. Noting how the client presents

Speaking is the process

(Identification): Give a brief explanation of the following.

1. Spoken language is a language produced by articulate sounds, as

3. Cooperating with others

4. Having a Great Attitude

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

 Avoid negative thinking and complaining

Next time a coworker or manager is speaking to you. Put your phone,

(Identification): Identify what is being asked in each number

1. Participate in workplace meetings and discussions

1. Team meetings are attended on time

The participants will have access to:

Learning Activities Special Instructions

(Identification): Identify what is being asked in each number.

1. A clearly defined purpose to your meeting

WRITTEN DOCUMENTS INCLUDES:

1. dockets with customer/client details

communication. (Introductory Paragraph)

Written communication involves any type of interaction that makes

ADVANTAGES OF WRITTEN COMMUNICATION:

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

Disadvantages of Written Communication

 Expensive: Written communication is comparatively expensive. For this

(Type of Test): (Instruction)

19. Delay in Response

20. Complex Word

1. Complete work related documents

1. Range of forms relating to conditions of employment are completed

The participants will have access to:

Learning Activities Special Instructions

Read Information Sheet #1.3-1 on Read and understand the

Answer Self-Check # 1.3-1 and You must get a rating of 100%

Answer Self-Check # 1.3-2 and You must get a rating of 100%

After reading this INFORMATION SHEET, YOU MUST be able to:

Policies. (Introductory Paragraph)

A set of policies are principles, rules, and guidelines formulated or adopted