Communication 

is a systemic process of people interacting with and through symbols in order to create, share, and
interpret meanings. It is referred to as a process because its beginning and end are hard to identify. It can also take place in
different modes.  Modes refer to the way by which communication can be expressed.

In order for communication to take place, two main actors work together. They are called the sender and the receiver.
Being able to send the message to a receiver does not guarantee a successful communication process. Effective
communication takes place when the sender receives a feedback or response that he initially wanted the receiver to have.

Meanwhile, workplace communication is defined as the process of information exchange, may it be through verbal,
nonverbal, or written communication, within an organization. A workplace is identified by employees from different
cultures and backgrounds. Given these differences, effective communication is crucial to unite employees and ensure that
all workplace processes are properly done.

Communication is essential for every employee to function and interact properly. Managers and supervisors need
communication in order to adapt and give feedback to their employees. Communication is required in developing business
plans and carrying out workplace tasks. In addition to that, it is need to communicate with various communication sources
such as team members, supervisors, industry bodies, trade personnel, etc.

Effective workplace communication guarantees that all processes needed in an organization are properly executed.
Effective communication increases productivity and efficiency in the workplace. Without it, unwanted error and mistakes
may occur.

This course would hopefully help you in developing your communication skills in order to give you advantage
whether it may be in finding employment opportunities or in interacting with your current workplace set-up.
Shannon and Weaver Communication Model

There are many communication models. For this lesson, we will be getting an idea from Shannon and Weaver’s model of
communication. Through understanding the components of the communication process, workers can know what area to
improve on and contribute to successful and effective communication flow in the workplace.

Parts of the Communication Model

Like any other process, the communication process also has parts or elements. Namely:

 Source – One who sends or delivers a message. One who

initiates the communication process. The source can also be
called as the sender or author.
The source plays a crucial role in the process, because if the
source failed to deliver the message properly, then the entire
communication process may fail.

 Message – Transformed thoughts into a form (i.e. voice,

audio, text, signals, etc.) that the source sends to the receiver.
It is the information that the source wants to transmit.

 Channel – Type of medium used to send messages between

the source and the receiver.

 Receiver – One who receives the message. The

communication process is considered successful when the
receiver responds the way the source intended. Like the
source, a receiver’s role is   vital in the communication
process. He or she must also be active and intentional in
receiving messages. In that way, the receiver can respond the
correct way.
However, the communication process does not end there. The effect of the message and the feedback of the receiver
should also be noted in order to know the result of the communication process.

Effect – Response of the receiver after getting the message

from the source

Feedback – An important product of the communication

process. It tells the source how effective the selected message
and channel are upon the receiver. Furthermore, it allows the
source to adjust the communication process so that it is more
effective. Feedback confirms whether there is mutual
 understanding between the source and the receiver. Without
it, the source would not know if understanding took place.
The communication process is not always ideal. Sometimes, interference can also occur when the source sends a message.
This is called:

Noise – Disruptions in the communication process. In the

workplace, noise can be common especially when unfamiliar
people communicate with each other.

Later on, we will identify noises that hinder effective communication in the workplace.

Humans communicate through different modes. It is impossible to communicate with only one mode in your entire work
life.

Communication modes are defined as the ways by which communication can be expressed. It can be through verbal
communication, nonverbal communication, and written communication.

Let us tackle them one by one!

Verbal communication refers to the mode of communication that involves speaking. It occurs when you speak or when you
use words. This includes face-to-face communication and communicating through a medium such as:

●     Telephone

●     Cellphone

●     Video calls or conference calls

Meanwhile, nonverbal communication refers to non-speech type of communication. It is any type of communication that
does not include spoken word.

It can refer to the way we say the words, surroundings that may affect communication, objects, patterns, and more.

Remaining in silence or not responding at all is also a form of nonverbal communication. So, when it is quiet, it does not
necessarily mean that communication is not taking place. Silence can also mean something.

Written communication refers to communicating through writing:

●     Letters

●     E-mails

●     Text messages

●     Writing memorandum

●     Etc.

Communication is essential because it ensures that you can properly explain your thoughts in in the workplace. When you
can explain your ideas, you can achieve your personal and professional goals, as well as, better relate to your workmates. It
is the key to your success, may it be in the workplace, being part of the community, or in whatever place or situation you
are. For businesses and organizations, all employees must be able to communicate may it be through verbal or nonverbal
communication.

In addition to that, communication is necessary in a workplace because it ensures:

●     Unity - Good communication creates a strong foundation in building relationships and uniting the team members.

●     Sharing - Good communication establishes an open environment where team members can share their ideas easily.

●     Professionalism - Good communication can help individuals develop positivity and professionalism.

●     Good Output - A team with good communication produces good outputs.

Everything you do in the workplace results from communication. However, people are not necessarily born with
exceptional communication skills. Like any other ability, communication is learned and improved through repeated
practice.

Therefore, to communicate effectively, here are some skills that you need to learn and hone. Later on, we will be diving
deeper on how these specific skills could be improved.

Listening – referred to as an active, complex processes that include being mindful, physically receiving messages,
selecting and organizing information, interpreting, responding, and remembering.

Speaking – speaking happens when you make vocal sounds. It can also mean to talk, converse, express one’s thoughts
through verbal language.

Critical Thinking – the ability to think clearly and make informed decisions. It needs to execute reflective and
independent thinking.

Empathetic Skills – empathy involves a deep sensitivity to recall, relive, and tap on the feelings and experiences of others.
When you gain understanding of others’ feelings, every member of the workplace is able to see themselves more clearly.

Empathy can be demonstrated when:

 Restating
 Clarifying
 Questioning
 Interpreting
 ConfrontingPSY
 Reflecting feelings
 Supporting
 Facilitating
 Initiating
 Setting goals
 Evaluating
 Suggesting/Giving feedback
 Blocking 

SPEAKING

The ability to speak properly is a very important skill as well. It is necessary that you know what to say to different people
in different circumstances.

You should also learn what and how to respond to people talking to you.

This lesson will hopefully aid you in developing and improving your workplace speaking skills.

Three Types of Speaking:

1.    Interactive – participants alternately speak and listen.

Ex. face-to-face conversations, telephone calls, group meetings

2.    Partially interactive – only the speaker speaks and the feedback is the audience’s

attentiveness, small gestures like nodding, etc.

Ex. giving a speech to a large audience

3.    Non-interactive – the audience cannot interact immediately.

Ex. Radio/Television broadcast

Types of Conversations
Besides the types of speaking that were discussed earlier, it is a reality that you will also be communicating with varying
work groups in the workplace. It is important for you to be prepared should you encounter and talk to different numbers of
people. Here are some forms of conversation that you may encounter in the workplace:

1.    One-on-One Conversations 

One-on-one conversations is a structured conversation where in two people exchange information. Examples of one-on-
one conversations is communicating with your supervisor when presenting a report.

2.      Small Group Conversations

Three or more people who communicate in order to reach a common goal. They consider themselves as interdependent—
as somehow needing one another.

3.    Large Group Communication

Group communication is referred to as information or message exchange with people who share the same values and are
culturally, linguistically, or geographically alike.

Source: 

Burton, G., & Dimbleby, R. (2002). More than words: An introduction to communication. Routledge.

Suárez Vilagran, M. D. M. (2008). Four language skills: speaking. Retrieved

from: http://diposit.ub.edu/dspace/bitstream/2445/21326/1/4%20skills%20-%20speaking.pdf

Speak Appropriately
entails using language that will not offend your listeners.
1.    Relevance
It answers the question, “What does it have to do with me?” The person you are talking to will be more interested on your
stories if it something that he or she can relate to. Most of the time, listeners want to hear something that is timely to them,
something that is related to their work, and something that is useful to them.
2.    Common ground
Finding out related knowledge, background, information, and shared experiences that your audience can relate to. Setting
common ground can be done by using “we”.
3.    Linguistic sensitivity
It is using language that is respectful of others and not offensive to them. To be linguistically sensitive, make sure to use
appropriate words for a specifc industry. Avoid offensive humor, profanity, and vulgarity. Make sure that the words you
use are also culturally appropriate.
Speak Accurately
Use of words that tell the meaning you initially intended. Make sure that when you speak it is understandable, in the right
context, and gives off a positive and neutral tone.
Speak Clearly
1.    Use specific language – using precise words that will not make your message ambiguous.
2.    Avoid jargon – Jargon refers to technical terms that are used by a specific trade or profession.
3.    Avoid slang – Slang refers to words or vocabulary that are used by a specific group or culture. Overusing slang and
jargon may also hinder clarity. Never assume that all people can understand jargon and slang just because it is common to
you.
When you speak confidently, you increase the credibility and effectiveness of your message. However, there are some
instances that people get anxious or nervous whenever they communicate. These instances can also be referred to as
communication apprehension. Although getting nervous is normal and natural, too much can hinder the flow of messages.

Here are some tips you can remember when you get communication apprehension:

1.    Have a positive mindset

When you let your mind be preoccupied with anxious thoughts, it may hinder you more in communicating effectively.
Instead, think of it as a natural occurrence that can be resolved.

2.    Use positive help talk

In industries where you would have to communicate with larger groups (i.e. hotels, restaurants, etc.), you can use positive
help talk when you feel nervous. Affirming words such as “I can do this,” or “I can guide these customers,” can gelp you
in communicating.

3.    Do positive visualization

Positive visualization is a technique used to reduce anxiety when speaking. It is done by simply visualizing or picturing
that you are communicating effectively. In the workplace, it can be applied when someone pictures that he or she is doing
well with a presentation.

4.    Practice!

Like any other skill, effective speaking skills can be honed through constant practice. Try speaking in front of the mirror
before delivering a presentation or talking to a client. It can really improve your skills.

NON VERBAL COOMUNICATION

Nonverbal communication is all forms of communication that does not use spoken words. It may include the way we utter
words, the surroundings affecting the message, objects that influence personal preferences, etc.

Nonverbal communication includes all speech elements other than the use of words themselves. 

Nonverbal communication can be categorized into:

1.    Body Signal – Also known as kinesics and are nonverbal signals of the body.

Example: Shaking hands, slumping posture, peace sign

2.    Object signals – Nonverbal messages identified through physical objects. These are also known as artifacts.

Example: Clutter on the table, picture frames on the workplace table

3.    Space signal – Also known as proxemics. It can also be sent by use of personal space.

Example: Distance when you talk to your boss in the workplace, distance of office chairs and tables

4.    Time signal – Also known as chronemics and identified by time actions.

Example: Being punctual or late to work

5.    Touch signal – Also called as haptics. These are nonverbal messages executed through touch.

Example: Patting someone on the back, touching someone

Source: Mehrabian, A. (2017). Nonverbal communication. Routledge.

Improving nonverbal communication

1.    Monitor your nonverbal communication

Be cautious of your nonverbal communication. Think about its proper use and how it would affect the people you are directing it
to. Also ask yourself the kind of vibe or image it gives off to other people.

2.    Interpret others’ nonverbal communication cautiously

Just as how you monitor your own nonverbal communication, be wary of other people’s nonverbal cues too. Do their nonverbal
cues show that they are interested on what you are saying?

In addition to that, we should also be careful in generalizing nonverbal cues. We cannot conclude that a particular behavior
means to specific people in a particular context.

3.    Be mindful of space

As discussed in the previous topic, space can also be a form of nonverbal communication. In order to effectively communicate
nonverbally in the workplace, take note of people’s personal space.

Source: Wood, J. T. (2011). Communication in our lives. Cengage Learning.

QUESTIONING

Another important skill is questioning. When you ask relevant questions, it gives the idea that you want to know and understand
more. There are different types of questions. You have to know when to use these types of questions appropriately.

Topic 1: What is Questioning?

Questions are defined as statements used to clarify information or to get details. Questions are also used in order to request for
information that can encourage your audience or listeners to think and search for answers related to the topics.

Questioning is important in the workplace because it can be used to clarify understanding. In addition to that, questioning also:

 Develops critical thinking skills

 Increases cuiriosity
 Evaluate understanding
 Encourages discussion
 Encourages employees to seek information on their own
 Reviews and summarizes topics
 Develops problem solving skills

Topic 2: Types of Questions

1.) Closed-Ended Questions

Questions that are answerable by YES or NO

Example: “Were you able to finish the report I asked you to do?”

2.) Open-Ended Questions

Questions that cannot be simply answered by YES or NO. It requires a longer explanation.

Example: “Why were you not able to finish the report I asked you to do?”

3.) Funnel Questions

Set of questions that begin with a broad, general question which is followed by more specific questions.

Example: “Can you tell me more about that place?”

4.) Probing Questions

Questions that are asked to elicit more details. These are done by asking up to 5 whys until you get to the bottom.

Example: Your customer does not want to pay for the dish he ordered.
5.) Leading Questions

Leading questions are questions that make the respondent answer in the way you want them to. These questions are commonly
used for persuasion. Because of this, you should be very cautious in asking and answering this type of question.

Example: "Would you say that you are extremely satisfied with our care?

6.) Rhetorical Questions

These are questions that do not need any answer at all. They are just statements in question form and are commonly used to
make a point.

Example: "Can we do better next time?"

It is not enough to simply enough to know the different types of questions. Questioning is not just for getting information or for
just getting tasks done. Questioning can actually engage or interest your audience or listeners. Through effective questioning,
one can shift from concrete and factual thinking to more analytical and evaluative thinking. In addition to that, it also promotes
reasoning, problem solving, and evaluation. Through questioning, critical thinking skills are also developed. It promotes higher
thinking in the workplace.

The art of questioning can be very beneficial when in group meetings or when in brainstorming meetings.

Here are some principles that you can apply when initiating effective questioning:

1.    Actively involve everyone by distributing questions

o When in a brainstorming or group meeting, allow everybody to involved in questioning.

2.    Balance factual, and though-provoking questions.

o Make sure to balance out closed-ended questions and open-ended questions.

3.    Promote answering completely and encourage feedback.

o When asking questions, give the listener or the team sufficient time to give their answers and feedback.

4.    Personalize questions.

o Another suggestion when conducting effective questioning is personalizing questions. Try asking situational
questions such as, “Let’s say you were confronted with this situation...”

5.    Collaborate!

o Suggest ways on how you can collaborate with one another to address the question ot situation.

CRITICAL THINKING

Critical thinking refers to the way of thinking by analyzing, assessing, and reconstructing the thought. It is the thorough
pondering of ideas.

Here are several critical thinking skills you can use in the workplace:

1.)   Analyzing – separating a whole thought into parts.

2.)   Applying Standards – judging according to personal, professional, or societal standards.

3.)   Discriminating – identifying similarities and differences, then classifying things.

4.)   Information seeking – searching for evidences and other details related to a specific problem to further elaborate.

5.)   Logical reasoning – making reasonable conclusions from justified evidences.

6.)   Predicting – foretelling a plan and its possible consequences.

7.)   Transforming knowledge – changing the form of information to make it more understandable.

Why should you think critically?

Critical thinking is needed before giving feedback. One needs to make sure that a message is thoroughly processed or thought of
before delivering it to the intended person. Critical thinking ensures that no unnecessary comments or feedback are thrown in
the workplace.

Finally, critical thinking allows an employee to relate better to the experiences of others. Because of this skill, an employee gets
to perform well with other people—and perform well in the workplace, in general.

Social Perceptiveness is referred to as being aware of what your co-workers are thinking through observation. It is being aware
of the reactions of others and understanding why they react that way. It is the ability to sense not only sense the verbal cues—
but also the nonverbal cues of your co-workers. Meanwhile, problem sensitivity is being aware when something is wrong or is
likely to go wrong.

Nowadays, companies and organizations prefer to have employees who are not necessarily smarter, but employees who possess
high socioemotional skills. Social perceptiveness and problem sensitivity are some of the socioemotional skills considered to be
crucial in career development.

When you are socially perceptive, you know what to do when people react in a way that you did not expect. For example, you
can determine if someone is already feeling uncomfortable in a situation.

Here are some tips that you can do in order to develop problem sensitivity and social perceptiveness:

1.)   Become a better listener

2.)   Be aware of people’s background and preferences

3.)   Focus on nonverbal cues

Topic 3: Creative Problem Solving

Have you encountered an issue in the office that felt too difficult? Perhaps you have been loaded with too much workload that
you no longer have an idea where to begin. You can still improve your performance in the workplace by practicing the creative
problem solving model.
 
Challenges and obstacles will be a mundane part of the office life. However, you do no have to stress over it. Creative Problem
Solving can be used in order to make balanced decisions and choosing the right course of action.

Creative Problem Solving Model

CLARIDY -> IDEATE -> DEVELOP -> IMPLEMENT

Here are the steps in doing the creative problem solving model:

First, clarify or identify the problem. Next, ideate or formulate a plan to address the situation. Afterwards, develop the
necessary strategies needed to address the problem. And finally, implement or apply these strategies.

EMPHATIC SKILLS

Introduction
Empathy is being able to genuinely relate to the feelings, emotions, and thoughts of others. It involves being sensitive to others
and the ability to step into someone’s shoes to understand them.

Empathy is important in the workplace because it is a way of showing respect to a co-worker and to show care instead of just
simply following rules and regulations. Empathy skills strengthens leadership and camaraderie of a team.
Topic 1: Empathetic Skills
Empathy is referred to as being able to relate to the feelings, thoughts, and emotions of your co-employees in the workplace.
Though it may sound like a soft skill, empathy is a necessary skill in fostering team work in the workplace. Thus, many
employers prefer to hire employees who possess this skill.

Empathetic Skills

The following skills below are identified as group leadership skills by Corey in his book, Theory and Practice of Group
Counseling. However, these skills can also be applied in the workplace. In addition to that, the skills stated below can also
indicate or show your respect and empathy towards your colleagues in the workplace.

Like any other skills, these skills can be learned and honed.

Here are some empathetic skills that you should apply in the workplace:

Active Listening Paying total or complete attention to a speaker and

 being attentive of both verbal and nonverbal cues.
Restating Repeating or reaffirming what a speaker said. This can
also be an extension of active listening.
Clarifying Responding to confusing aspects of a message.
Summarizing Summing up important elements of a discussion in order
provide continuity and give direction to a session.
Questioning Used to elicit further discussion, stimulate thinking, and
gather information about a topic or subject.
Interpreting Offering possible reasons for occurring thoughts,
behaviors, and feelings.
Confronting Pointing conflicting words or verbal messages that may
have hurt a team member. Encourages honest evaluation
and awareness of self.
Reflecting Feelings Communicating understanding of feelings. It is letting
members feel that they are heard and understood.
Supporting Giving affirmation to team members to create an
agreeable atmosphere in the workplace.
Initiating Encouraging participation among group members by letting
them lead.

Suggesting Providing advice and information to group members in order

to improve workplace processes.

Modeling Demonstrating ideal behaviors to group in order to lead

an example.

Source: Corey, G. (2004). Theory and Practice of Group counseling 6th. CA: Brooks/Cole-Thomson Learning.

HINDRANCES TO COMMUNICATION

Going back to the model, as you can see, the idea of noise is included. Noise is anything that prevents the receiver to obtain the
whole message sent by the sender.

Noise may come in different forms:

Physical Noise 

refers to the everyday environmental noise that disrupts the messages such as low telephone volume, a distracting seatmate, or
the the sound of vehicles.

Physiological impairment such as deafness or blindness may also be considered as physical noise.

Semantic Noise 

refers to when a sender and a receiver interprets words in different ways. Syntactical, organizational, and cultural noises are
kinds of semantic noise.

Syntactical Noise are mistakes in grammar and tenses that elicits different interpretations.

Organizational Noise are mistakes in the structure of the message that create confusion. It can be unclear or badly stated
directions that can confuse a receiver.

Cultural Noise are inconsistencies in the meaning due to cultural barriers.

Example: For Arabians, the nodding of the head signifies disagreement while for the Filipinos, it signifies an approval.

Psychological Noise

refers to thoughts and feelings that can distract a person from fully understanding a sender’s message. It can be bias, anger,
strong emotions etc.
To get rid of noise that cause misunderstanding, the receiver of the message should also do his/her part in receiving the intended
message. Truly, effective communication is a collaborative effort between the sender and the receiver.

There are many factors to consider when addressing barriers to communication. First, you should identify what type of noise is
at present. Is it physical? Semantic? Or psychological? Then from there, you can identify the right type of intervention for that
kind of noise.

Managing Physical Noise

 Look for the source of the noise.

 Remove physical sources of noise such as mobile phones, computers, etc.
 Close windows and doors to eliminate environmental noise, if necessary.
Managing Semantic Noise

Semantic Noise occurs when words or language are interpreted the wrong way. In the context of the workplace, this can
commonly occur when handling written communication requirements. Thus, here are some tips to manage semantic noise:

 Consider the length of your messages. Make sure that the length of your messages is appropriate for your audience.
 Do not write in rush. When writing an important e-mail or presentation, really set time to create the content.
 Proofread.
 Consult others. If uncertain on use of terminologies, spelling, words, etc., do not hesitate to ask a co-worker about it. It
is better to consult with others first than to have semantic noise later.

Managing Psychological Noise

 Be an active listener. Sometimes, the answer to misunderstandings in the workplace is to simply listen. When you listen
and not just attempt to hear out an issue, you may find the solution to the problem.
 Focus on the issue, not the person. Do not take things personally. Think critically before solving matters at hand. Solve
problems than to attempt to bring down a person.
 Ask questions and clarify.
 Do not jump to conclusions.
 Be genuine.
 Be open.

In the next modules, we will discuss how to better and effectively communicate with different communication sources that you
will encounter in the workplace.

Source: Overcoming communication barriers. (n.d.). Retrieved November 28, 2018, from https://www.icas.com/professional-
development/overcoming-communication-barriers

Topic 3: Successful Communication in Difficult Situations

Difficult situations can also be a form of noise or a hindrance to successful communication in the workplace. There will be times
where in you will need to talk or coordinate with people who are difficult to communicate with, especially when it comes to
sensitive issues.

Remember that success in communication is not winning an argument, but being able to resolve conflicts by empathizing with
others.

Here are some strategies that you can take note when faced with such situations:

People who are angry…

Anger is a result of frustration, loss, or hurt. To reduce anger, empathize and reduce these emotions by clarifying or restating the
message.

 I’m sorry that the system seems unfair to you.

 I’m sorry this happened to you.
 That must be hard to deal with.

People who listen and then say, “Yeah, but…”

There will also be people who—no matter what you suggestions or offers you say—will try to contradict you. There will be
instances where in your ideas will never work out for them. When you determine this kind of person in the team, try to talk to
him/her personally and let him/her know how it makes you feel.

Ex. “When you tell me that none of my ideas work out for you, I feel kind of frustrated because I don’t know wthat else to
suggest. Would you mind telling me what we can do both better?”

People who want you to provide all the answers

Finally, there will also be people who would want to you to provide all the solutions and answers without thinking for possible
interventions first. Encountering these personalities may come off as frustrating to you when it always occurs. This can be
addressed by asking open ended questions, instead of simply keeping silent.

 “How about you? Do you have any suggestions as to how we can address this?”
 “What are your thoughts on this?”

Source: Harris, M. J. (2006). Communication and Problem Solving. California: California Childcare Health Program. Retrieved
from: https://cchp.ucsf.edu/sites/g/files/tkssra181/f/6_CCHA_Communication_0406_FNL.pdf
WORK ETIQUETTE

Introduction
Work etiquette is a set of rules or expectations expected in the workplace. This ensures that everyone’s rights and personal
space are protected, as well as, ensuring that everything that happens in the workplace is in its proper place. Whatever your
position may be in the workplace, it is important to follow the following work etiquette.

Interactions are important in the workplace. It is impossible to perform workplace duties without communicating with your
officemates. However, the workplace will require certain expectation as to how you behave and perform certain workplace
tasks.

For this unit, we will be discussing the different attitudes and actions that are expected of you in the workplace such as work
etiquette and common organization guidelines.
When it is your first time to meet someone, you can follow these tips:

 Stand up. Establish eye contact. Smile.

 Shake his/her hands or greet him/her if necessary.
 Introduce yourself if necessary.

When talking to someone, remember these:

 Speak at a right pace. Not too fast or not too slow.

 Do not ignore others who are also present.
 Do not discuss work solely. You can ask how is he/she feeling once in a while.
 Nonverbal communication matters. Maintain eye contact and avoid mannerisms.
 Consider proxemics. Proxemics is defined as how people view or use space in order to achieve communication goals.

 Avoid sensitive conversations and negative personal comments.

 Avoid looking at your mobile phone.
 Say thank you.

When in a meeting, remember these:

 As a participant in the meeting, you should be aware of your responsibilities.

 Encourage everyone to express their views by showing them you are willing to listen.
 Be prompt. As much as possible, start and end the meeting based on your schedule.
 Respect each other’s’ views and opinions.
 Participate and encourage others to participate as well.

In a meeting, it usual to have a clash of ideas. You may think that you have the brightest idea but others might have different
opinions on the matter. When this happens, do not take things personally. Consider this a constructive comment. Keep in mind
that not everything you want to happen can happen at the time you want it to. Do not let your ego lead you into saying harsh
words or remarks.

PROXEMICS

Public Distance
Used when talking to a group of people. Approximately 12 feet

Social Distance
Most comfortable distance when starting a conversation with someone you don’t know. Approximately 5-10 ft.

Personal Distance
Used when talking to friends and acquaintances. Approximately 2-3 feet.

Intimate Space
Intended for partners, families, and close friends. Direct contact to approx. 2 ft.

Topic 2: Mediated Communication Etiquette

Receiving Telephone Calls

1. Answer the phone immediately. As much as possible do not let it ring more than four times.
2. Be courteous in greeting people.
3. Immediately ask their reason for calling.
4. Speak properly to the caller. If you do not know the answer to their callers, know who to refer them to.
 5. Tell them properly before putting them on hold or making them wait.
6. End the call politely.

Some guidelines:

 Speak clearly, audibly, and politely.

 Use your normal tone of voice. Avoiding speaking too loudly and too soft.
 Do not eat or drink while talking.
 Do not use slang words and jargons.
 Address the caller properly.
 Focus on the call and listen carefully to what the caller is saying.

Guidelines in Using a Two-Way Radio

1. Two-way radios use a one-at-a-time system of communication. When you press the talk button, no one else in your group
can speak or be heard.
2. Identify yourself and who you are talking to when you share a common radio channel.
3. Be clear and concise. Use short messages only.
4. After pressing the button, pause before speaking. There may possibly be a short delay before the radio transmits sound.
5. Use phonetic alphabet and radio language when using two-way radio

Phonetic Alphabet

Radio Language:

o "Over" - I've finished speaking.

o "Say again" - Repeat your last message.
o "Stand by" - I acknowledge your transmission, but I can't respond right now.
o "Go ahead" - I can respond, go ahead with your message.
o "Roger" - Message received and understood.
o "Affirmative" or "Negative" - Yes / No
o "Out" - Conversation is finished. The channel is clear for other users.

Topic 3: Written Communication Etiquette

Aside from the telephone and radio etiquette, there are also some protocols you need to follow when communicating through
writing and handling written documents.

Six Steps to Good Writing

1. Be clear about your purpose.

  Analyze and assess the information that you will include in your written work. Identify the key issues and really
determine the most relevant topics to discuss.

2. Outline what you need to say.

 Outlines produce well-crafted outputs. It’s better to have all your details and topics laid before you before diving into
writing immediately.

3. Create a draft.

 Here are some questions you can answer while creating your draft:
o Who is my audience?
o What are my objectives?
o What do I want them to take home from my document?

4. Revise.

 You can seek the advice of your other co-workers or your supervisors if there is anything you need to revise from your
work.

5. Type the final draft.

6. Proofread.

Letter Writing Strategies - Neutral or Good News Letters

 Identify the request or inquiry in the subject line when writing e-mails.
 Open with a short inquiry and shirt backgrounder.
 Indicate if there is a need to respond.
 Be courteous and friendly.
 Be specific. Most organizations will not have time to read through your entire message, so be clear and concise.
 Close by saying what you can do for the reader and what you want the reader to do.

Letter Writing Strategies – Order Refusal Letters

 Start by acknowledging the order.

 List out the factors explaining your decision.
 Be clear and courteous when refusing.
 Close with a positive, courteous paragraph.

Saying “No” or Declining Invitations

 Start with a neutral opening.

 Give a positive explanation why you chose to refuse.
 Say “no” courteously.
 Close the letter with a positive language.

Topic 3: Written Communication Etiquette

Seven Cs of Documentation

1.    Clear – can be easily understood by the reader.

2.    Concise – conveys everything even with minimum words.

3.    Complete – includes all necessary information.

4.    Correct – includes accurate and well-detailed information.

5.    Corteous – starts and ends off on a polite tone.

6.    Clean – there are no corrections, may it be in physical or digital form.

7.    Checked – material is checked and free from error.

ORGANIZATIONAL GUIDELINES
Organizational Guidelines are a set of rules, principles, or policies that an organization follows. It is designed to have a
uniform mindset within the workplace and to ensure that every worker follows the same procedure in the workplace.
Organizational guidelines may include information documentation procedures, company guidelines and procedures, standard
operating procedures (SOPs), organizational manuals, Departmental Policies and Procedures Manual, Service Manual.
Topic 1: Common Rules in the Workplace

1. Punch in and out of time. If you are late for work, your pay will be deducted accordingly.

2. If you must be absent or late, inform your supervisor before work begins.

3. Use equipment carefully. Keep work area neat and orderly. Do not forget to put supplies and equipment to their proper places
before going home.

4. Obey safety rules and signs. Wear proper safety clothes. If there are any accidents, report it to your supervisor immediately.

5. Come to work with clean clothes and clean body.

6. If you don’t understand, do not be afraid to ask. Mistakes are expensive and can cause delays.

On Attendance

Attendance is a very important aspect of the workplace because it displays your commitment to the job. Excuses should be valid
and its urgency should be determined in lieu of the work that you will leave in the case that you will absent yourself.

There are two (2) types of reasons:

1. EMERGENCY REASONS -- this type of reason is usually accidental and does not happen all the time. You are
usually allowed to absent if circumstances permit you to attend to the emergency. Otherwise, you have to stay and
continue your work. Emergencies happening before going to work should be brought to the attention of the immediate
supervisor at least 3 hours before work time begins.
2. SPECIAL OCCASIONS -- these are usually planned activities and can not be taken as emergencies. You are required
to inform your boss at least two (2) weeks ahead of time about this schedule. To some extent, permission is granted
depending on the discretion of your boss.

Skipping yourself from work without giving notice to and without permission from your boss will declare you AWOL  - Absent
Without Official Leave. If you continue to be AWOL, you will consequently get fired or terminated. Getting another job would
be very difficult because you have acquired a BAD ATTENDANCE RECORD. Show your commitment to your job by
appearing regularly and consistently at work.
Topic 2: Unwritten Rules

Besides the tips stated above, here are more tips that you should remember when in the workplace. These are rules which are
already expected from you whether you are a new or an old employee.

 If you open something, close it

 If you unlock something, lock it
 If you break something, fix it
 If you use it, take care of it
 If you cant fix it, fine somebody who can
 If you make a mess, clean it up
 If you move it, put it back
 If you borrow it, return it
 If you can improve something, do it
 If it belongs to someone else and you want to use it, ask for permission
 If it does not concern you, mind your own business
