Professional Documents
Culture Documents
NMSF –
METHODOLOGY March 1, 2012
TESDA
LEVEL 1 Developed by: Issued by:
QA
Leading Workplace Revision #___ Page 1 of 74
SYSTEM Victoria A. Sumayod
Communication
TABLE OF CONTENTS
MODULE DESCRIPTOR :
This unit covers the knowledge, skills, and attitudes in leading workplace
communication. It includes communicating information about workplace
processes, leading workplace discussions, and identifying and communicating
issues arising in the workplace.
LEARNING OUTCOMES :
Welcome!
Remember to:
Work through all the information and complete the activities in each
section.
Most probably, your trainer will also be your supervisor or manager who
will be there to support you and show you the correct way to do things.
When you feel confident that you have sufficiently practiced, ask your
Trainer to evaluate you. The results of your assessment will be recorded
in the Progress Chart and Accomplishment Chart.
You need to complete this module before you can perform the next
module, Apply Math and Science Principles in Technical Training.
ASSESSMENT CRITERIA:
CONTENTS:
1. The Definitions of Communication
2. The Communication Process
3. The Different Methods of Communication
4. The Video Clip, “Workplace Communication Skills”
ASSESSMENT CRITERIA:
1. Appropriate communication method is selected
2. Multiple operations involving several topic areas are communicated
accordingly
3. Questions are used to gain extra information
4. Correct sources of information are identified
5. Information is selected and organized correctly
6. Verbal and written reporting is undertaken when required
7. Communication skills are maintained in all situations
CONDITIONS:
LEARNING OUTCOME 1:
1. define communication;
2. identify the three elements of communication.
What is Communication?
Communication is a word that originated from the Latin term
communicare which means to share and communis which means to make
common or make mutual.
Instructions: Below are sentences with blanks. On your answer sheet, fill each
blank with the correct word.
(2.)
feelings from __________ person to one or more persons in such a way that
(6.)
the speaker will not be able to continue the information for too long. To be
__________, the message must be clearly understood by the receivers and
(10.)
SELF-CHECK 1.1-1a
1. to share
2. to make common or mutual
3. passing
4. sending
5. receiving
6. one
7. receiving
8. sender
9. feedback
10. effective
Learning Objectives:
Idea
Sender
________________
_____
develops
Encodes
Message
________________
_____sends
Signal
Transmission
________________
_____ to
Decodes
Recipient Interprets
________________
_____
provides
Meaning
Receiver
________________
_____
The sender initiates the communication process. When the speaker has
decided on a meaning, he or she encodes a message, and selects a channel for
transmitting the message to a receiver. To encode is to put a message into
words or images.
Message
The message is the information that the sender wants to transmit. It may
be a communication in writing, in speech or by signals.
Channel
The channel is the path a message follows from the sender to the
receiver. Supervisors use the downward channels to send messages to
employees. Employees use upward channels to send messages to supervisors.
Horizontal or lateral channels are used when communicating across
departmental lines, with suppliers, or with customers.
Receiver
The receiver is the person or group for whom the communication effort is
intended. Communication is successful only when the reaction of the receiver
is that which the communicator intended.
Feedback
I II
SELF-CHECK 1.1-1b
1. L
2. E
3. G
4. C
5. B
6. J
7. D
8. A
9. H
10. F
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
ORAL COMMUNICATION
Being able to see the person you are communicating with face-to-face
can help you gauge their response by reading their body language. When you
use verbal communication, be aware of your tone of voice, speed, and
inflection. Avoid sarcasm or angry tones, as they put the people you are
speaking with on the defensive. When speaking to a group, make sure you
speak loudly and clearly so everyone can understand you. Arrange for a
microphone if you are addressing a group in a large room.
Face-to-face
Telephone
The amount spent in the telephone varies greatly with the job. No
matter how much time you spend on the phone, before making a call, set
an objective and write down what you plan to discuss. Use the paper to
write notes during the call. The telephone is the appropriate medium for
quick exchanges of information and checking up on things. It is
especially useful for saving travel time. However, it is inappropriate for
personal matters like discipline.
Presentation
Memos/Letters/Reports
Emails
Facsimile/Fax
INFORMAL COMMUNICATION
VERBAL COMMUNICATION
NONVERBAL COMMUNICATION
A very good example is: A man comes home late, hears from the
kitchen the slamming of pots and pans and cupboard doors. He enters
the kitchen, asks his wife, “What’s wrong, honey?” She answers,
“Nothing!” as she slams another cupboard door and rolls her eyes toward
the ceiling.
SELF-CHECK 1.1-1c
1. Oral Communication
2. Written Communication
3. Formal Communication
4. Informal Communication
5. Verbal Communication
6. Nonverbal Communication
7. Sending messages
8. Making telephone calls
9. Video Conferencing
10. shaking hands
11. crossing your legs
12. facial expressions
13. office gossip
14. personal email to co-workers
15. anonymous letters
Learning Objectives:
After VIEWING THE VIDEO CLIP, YOU MUST be able to:
Instructions: Write True if the statement is correct and write False if the
statement is incorrect. Write your answers on the answer sheet.
1. While speaking, you need to listen, think and formulate your thoughts
and ideas.
SELF-CHECK 1.1-1d
1. False
2. False
3. True
4. True
To meet the challenges in the workplace, you need to possess the ability
to communicate effectively with customers, co-workers, superiors and
subordinates. Without these good communication skills, all other functions in
the workplace suffer. Communication experts generally agree that these skills
are beneficial in any communication process, and particularly important in
workplace relationships:
SELF-CHECK 1.1-1e
1. H
2. E
3. F
4. I
5. D
6. C
7. B
8. J
Steps/Procedures:
During the performance of the activity did the trainee perform according to the
required criteria?
CRITERIA YES NO
1. Is appropriate communication method
selected?
2. Are multiple operations involving several topic
areas communicated accordingly?
3. Are questions used to gain extra information?
4. Are correct sources of information identified?
5. Is information selected and organized
correctly?
6. Is verbal and written reporting undertaken
when required?
7. Are communication skills maintained in all
situations?
Comment:
CONTENTS:
1. Communication Protocol
2. Ethical Communication in the Global Workplace
ASSESSMENT CRITERIA:
CONDITIONS:
5. ASSESSMENT METHOD:
1. Portfolio
2. Written Test
3. Actual Demonstration
4. Oral Questioning
Communication Protocol
1. Protocol Purpose
o Establishing a communication protocol incorporates two key factors: the
promotion of a meaningful exchange of information and the building of
relationships with partners and key stakeholders. Business communication
1. What are the two key factors which are incorporated in the establishment
of a communication protocol?
SELF-CHECK 1.2-1a
2. a. verbal
b. written
So how can we
ensure that we are
not offending by
being too direct, and
conversely, determine
what is being
conveyed in a vague
2. Non-Verbal
In the global workplace it is best to observe and then modify our non-
verbal communication signals to reflect those of the other party where
possible. I am not suggesting to completely mirror these signals, but things
such as avoiding touching when it creates discomfort is an easy adjustment to
make. Also, don’t make assumptions based on your own non-verbal
communication style. Instead, rely more on verbal clarification. A smile is
sometimes used to hide anger so you may want to make sure you have
understood correctly by verifying the meaning verbally.
3. Language
3. Give the three areas where communication styles differ across cultures.
SELF-CHECK 1.2-1b
4. Nonverbal
5. Language
Learning Objectives:
After reading the INFORMATION SHEET, YOU MUST be able to:
General Objective
Measurable Objective
Once you have your list of audiences, which are the most important?
Remember your limited resources. You must prioritize. If you hope to achieve
your objective(s), which audiences are most critical? Which audiences will have
the most powerful impact on your ultimate goal? Be discriminating.
When your list is pared down, then try to understand your audiences.
What are their biases and backgrounds? What are their values? Importantly,
how do they perceive you or your issue? After their other related issues that
they are interested in? If you do not know the answer to these kinds of
Think about your objectives and audiences. What is it that you want to
say to these audiences to convince them, to move them to action in the service
of your objectives? It is often helpful to develop an over arching message,
appropriate for many or all audiences. Then, you can add sub-messages
needed to influence particular groups For example:
Overarching message
Dissemination
SELF-CHECK 1.2-1c
During the performance of the activity did the trainee perform according to the
required criteria?
CRITERIA YES NO
1. Is response to workplace issues sought?
2. Is response to workplace issues provided
immediately?
3. Are constructive contributions to workplace
discussions on such issues as production,
quality and safety made?
4. Are goals/objectives and action plan
undertaken in the workplace communicated?
CONTENTS:
ASSESSMENT CRITERIA:
CONDITIONS:
ASSESSMENT METHODS:
Learning Experiences
Problem solving is a skill that can be learned. There are many ways to
solve problems-there is no right way. However, using a problem-solving
procedure may help find the best response to the situation.
AVOIDANCE
ACCOMMODATION
Here, you take notice of the conflict and submit; essentially surrendering
our own needs and wishes to please the other person.
This is another not very effective method of dealing with conflict, but it
can be used when you know that a more permanent solution is coming soon.
COMPETITION
This strategy means that you turn conflict into a game by resorting to the
very same tactics used by the opposition.
Be very sure you want to use this strategy because lowering yourself to
someone else’s level rarely shows you in the best light.
COMPROMISE
COLLABORATION
Test I
Instructions: Given below are the jumbled steps in the problem-solving
procedure. Arrange them in chronological order (1-6). Write the
letters only on your answer sheet.
A. Create a good plan to implement the solution
B. Agree on contingencies, monitoring, and evaluation
C. Identify the problem
D. List possible solutions to the problem
E. Gather information about the situation
F. Act decisively on the best solution
Test II
Instructions: Choose the letter that best describes the statement. Write the
letter only on your answer sheet.
1. A tactic that entails working out a solution that is acceptable to those on
both sides of the conflict.
a. avoidance b. acceptance c. compromise d. resistance
2. This is preferred when the issues are minor or when the relationship
would be irreparably damaged because tempers are too hot.
a. competition b. accommodation c. recognition d. collaboration
3. Includes changing the subject, putting off a discussion until later.
SELF-CHECK 1.3-1a
Test I
1. C
2. E
3. D
4. A
5. F
6. B
Test II
1. c
2. b
3. c
4. d
5. a
Learning Objectives:
After VIEWING THE VIDEO CLIP, YOU MUST be able to:
Instructions: On your answer sheet, write True if the statement is correct and
write False if the statement is incorrect.
intelligence.
and costly.
SELF-CHECK 1.3-1d
1. True
2. False
3. False
4. True
Steps/Procedures :
During the performance of the activity did the trainee perform according to the
required criteria?
CRITERIA YES NO
1. Is response to workplace issues sought?
2. Is response to workplace issues provided
immediately?
3. Are constructive contributions made to
workplace discussions on such issues as
production, quality and safety?
4. Are goals/objectives and action plan
undertaken in the workplace
communicated?
Books
Hanson, Garth A., Hanson, Kaye T., Stoddard, Ted D., Say It Right, USA:
Richard D. Irwin, Inc., 1995