Professional Documents
Culture Documents
Competency Based Learning Materials (CBLM) | Prepared by: Christian S. Dela Cruz
VGD NC III Trainer/Assessor
Prepared by:
Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 1
VGD NCIII Trainer/Assessor
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 2
VGD NCIII Trainer/Assessor
HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIAL
Welcome!
In this module, you are required to go through a series of learning activities in order to
complete each learning outcome. In each learning outcome are Information Sheets, Self-
Checks, Task Sheets and Job Sheets. Follow and perform the activities on your own. If
you have you have questions, do not hesitate to ask for assistance from your facilitator.
Remember to:
Read information sheets and complete the self-checks. Suggested references are
included to supplement the materials provided in this module.
Perform the Task Sheets and Job Sheets until you are confident that your outputs
conform to the Performance Criteria Checklist that follows the sheets.
Submit outputs of the Task Sheets to your facilitator for evaluation and recording
in the Accomplishment Chart. Outputs shall serve as your portfolio during the
Institutional Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of your
assessment will be recorded in your Progress Chart and Accomplishment
Chart.
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 3
VGD NCIII Trainer/Assessor
LIST OF COMPETENCIES
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Mr. Crhistian S. Dela
Communications Cruz 4
VGD NCIII Trainer/Assessor
SUMMARY OF LEARNING OUTCOMES
workplace
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Mr. Crhistian S. Dela
Communications Cruz 5
VGD NCIII Trainer/Assessor
INFORMATION SHEET: 1.1-1
COMMUNICATING INFORMATION ABOUT WORKPLACE PROCESSES
LEARNING OBJECTIVE/S:
Communication Skills
The ability to communicate effectively with superiors, colleagues, and staff is essential,
no matter what industry you work in. Workers in the digital age must know how to
effectively convey and receive messages in person as well as via phone, email, and social
media.
These communication skills will help you get hired, land promotions, and be a success
throughout your career.
To have good communication skills, you have to develop the following skills:
a. Listening
Being a good listener is one of the best ways to be a good communicator. No one
likes communicating with someone who cares only about putting in her two
cents and does not take the time to listen to the other person. If you're not a good
listener, it's going to be hard to comprehend what you're being asked to do.
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Mr. Crhistian S. Dela
Communications Cruz 6
VGD NCIII Trainer/Assessor
Take the time to practice active listening. Active listening involves paying close
attention to what the other person is saying, asking clarifying questions, and
rephrasing what the person says to ensure understanding ("So, what you're
saying is…"). Through active listening, you can better understand what the other
person is trying to say, and can respond appropriately.
b. Nonverbal Communication
Your body language, eye contact, hand gestures, and tone of voice all color the
message you are trying to convey. Eye contact is also important; you want to
look the person in the eye to demonstrate that you are focused on them and the
conversation.
Also, pay attention to other people's nonverbal signals while you are talking.
Often, nonverbal cues convey how a person is really feeling. For example, if the
person is not looking you in the eye, he or she might be uncomfortable or hiding
the truth.
Good verbal communication means saying just enough—don’t talk too much or
too little. Try to convey your message in as few words as possible. Say what you
want clearly and directly, whether you're speaking to someone in person, on the
phone, or via email. If you ramble on, your listener will either tune you out or
will be unsure of exactly what you want.
d. Friendliness
e. Confidence
f. Empathy
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Mr. Crhistian S. Dela
Communications Cruz 7
VGD NCIII Trainer/Assessor
Using phrases as simple as "I understand where you are coming from"
demonstrate that you have been listening to the other person and respect their
opinions. Active listening can help you tune in to what your conversational
partner is thinking and feeling, which will, in turn, make it easier to display
empathy.
g. Open-mindedness
A good communicator should enter into any conversation with a flexible, open
mind. Be open to listening to and understanding the other person's point of view,
rather than simply getting your message across.
h. Respect
People will be more open to communicating with you if you convey respect for
them and their ideas. Simple actions like using a person's name, making eye
contact, and actively listening when a person speaks will make the person feel
appreciated. On the phone, avoid distractions and stay focused on the
conversation.
i. Feedback
Similarly, you should be able to accept and even encourage feedback from
others. Listen to the feedback you are given, ask clarifying questions if you are
unsure of the issue, and make efforts to implement the feedback.
You should also think about the person with whom you wish to speak, if they are
a very busy person (such as your boss, perhaps), you might want to convey your
message through email. People will appreciate your thoughtful means of
communication and will be more likely to respond positively to you.
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Mr. Crhistian S. Dela
Communications Cruz 8
VGD NCIII Trainer/Assessor
Methods of Communication
1. Verbal Communication
Verbal communication involves the usage of words while the delivery of the
intended message is being made. It can be one-on-one, over the phone or in
group settings, etc. it is a methods of effective communication that is personal
and has to be used more than only phone calls and emails whenever possible.
The medium of the message in case of verbal communication is oral. Simple
speaking is verbal communication.
2. Written Communication
3. Nonverbal Communication
Visual communication takes place through the help of visual aids like color,
illustration, graphic design, drawing, typography, signs and other electronic
resources.
Communication Tools
A wide variety of communication tools are used for external and internal
communication. These tools include:
a. Mail
Even with all the modern methods of communication, regular postal mail is still a
powerful tool for a business. It adds a personal touch, and is often used for
delivering secure documents and contracts and for delivering purchased items to
customers.
b. Email
Although you may already have a personal email that you use, having a business
email will be helpful in communicating with customers, vendors, and internal
teammates. Checking email on a daily basis is essential.
c. Telephones
While not all mobile phones are smartphones capable of receiving videos and
pictures, nearly all mobile phones can receive SMS (short message service)
messages. These are texts of less than 160 characters that consist only of letters,
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Mr. Crhistian S. Dela
Communications Cruz 10
VGD NCIII Trainer/Assessor
numbers, and symbols. SMS messaging, and texting in general, is a powerful way
to communicate. SMS messaging and texting provide one-to-one communication.
Questioning Techniques
Questioning skills help you gather more quality information, help you learn a lot by
questioning, helps others learn, helps build better relationships and helps to manage
problems and people effectively
There are many types of questions that can be used for questioning techniques. A few
basic ones that are important are listed below:
Open Questions
Open questions ask for elaborate/explanatory answers and they begin with
what, why, how, describe, explain, where, which, when etc. It can be questions
asking someone to explain what happened at a situation or place, asking why it
happened, asking for details of an incident, history of some happenings,
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Mr. Crhistian S. Dela
Communications Cruz 11
VGD NCIII Trainer/Assessor
explanation about their circumstances, explanation of needs, thoughts about
something, ideas and feedback. Open questions help with a two way
conversation and builds up an interest in the conversation. Some examples are:
Closed Questions
Closed questions have very short answers like “yes” or “no” or answers with a
word or two. They are usually asked to test if someone has understood certain
policies, procedures, rules, regulations, explanations, discussions, lectures etc.
Closed questions are also asked for agreements or disagreements, asking for
how they feel, to be specific, for affirmation, etc. It is best not to ask closed
questions when a conversation is going on smoothly as it can bring an end to the
conversation and you might get into the risk of losing required information.
Some of the words used in closed questions are, are, do, did, could, should etc.
Some examples of closed questions are:
Funnel Questions
Just imagine the shape of a funnel while using these types of questions. A funnel
has a wide mouth and gradually narrows at the bottom. Similarly, you start with
a lot of general questions on a situation or incident and then narrow it down to
one point to arrive at a conclusion. This type of questioning technique is used by
investigators, researchers and detectives. In cases where investigations are
involved, these types of questions can be used to gather information and then to
narrow down to arrive at a decision. You can use a lot of closed questions at the
start and then widen on to asking open questions thereby making the people feel
comfortable answering your questions. An example can be:
Probing questions are used to gather more details and information. These are
asked to clarify doubts or misunderstandings. These questions will help you pull
out information from people who are hiding information or avoiding from telling
you something. Some examples are:
Leading questions are used to lead the person whom you are talking to. This
leads the speaker to give you answers, while they know that you are giving them
a choice. One has to be careful not to be manipulative while using leading
questions. Some examples are:
o Well, I think this product looks more suitable for your needs, what do you
think?
o What would you prefer, A or B, as they both have similar features?
Rhetorical Questions
Rhetorical questions are asked to keep people and audience engaged. It also
helps people think, be creative and come up with ideas. Some examples are:
Clarifying Questions
Clarifying questions are used to verify information. Once the discussion or talk is
over, you finalize things to confirm if that was what was discussed.
o Just to confirm, you have taken land line unlimited broadband and
television package. Is that correct?
o Am I right in confirming that the delivery will be in 3 days’ time?
o Am I right in believing that you all understand that tomorrow is the last
day for submitting your paperwork?
References: https://www.thebalancecareers.com/communication-skills-list-2063737
https://www.educba.com/different-methods-of-communication/
https://www.scu.edu/mobi/business-courses/starting-a-business/
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 14
VGD NCIII Trainer/Assessor
SELF-CHECK NO.1.1-1
COMMUNICATING INFORMATION ABOUT WORKPLACE PROCESSES
True or False. Write T on the space provided beside the number if the statement is
correct. Otherwise, write F.
1. Being a good listener is one of the best ways to be a good communicator.
2. Visual communication involves your body language, eye contact,
hand gestures, and tone of voice.
3. Close questions begin with what, why, how, describe, explain,
where, which, when etc.
4. Probing questions are used to gather more details and information.
5. Communication by sending as well as receiving wordless messages is
a part of nonverbal communication.
6. Good verbal communication means saying just enough—don’t talk
too much or too little.
7. Video conferencing provides a way to have face-to-face.
8. Verbal communication involves the usage of words while the delivery
of the intended message is being made.
9. Listen to the feedback you are given, ask clarifying questions if you
are unsure of the issue, and make efforts to implement the feedback.
10. Confidence shows your co-workers that you believe in what you’re
saying and will follow through.
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Mr. Crhistian S. Dela
Communications Cruz 15
VGD NCIII Trainer/Assessor
ANSWER KEY No.1.1-1
COMMUNICATING INFORMATION ABOUT WORKPLACE PROCESSES
1. T
2. F
3. F
4. T
5. T
6. T
7. F
8. T
9. T
10. T
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Mr. Crhistian S. Dela
Communications Cruz 16
VGD NCIII Trainer/Assessor
TASK SHEET 1.1-1
Title: Utilizing questioning techniques for effective workplace communication
Performance Objective: You are required to create a role play script for two
participants to gather information within the workplace using questioning techniques.
Supplies / Materials:
Paper
Pencil
Equipment:
Step / Procedure:
1. Create a script for two participants to gather details of the latest advertisement
project of the company.
2. Find a partner to do the role play based on the script created.
3. Generate a summary of information gathered based on the role play.
Assessment Method:
Observation
Portfolio Analysis
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 17
VGD NCIII Trainer/Assessor
PERFORMANCE CRITERIA CHECKLIST 1.1-1
UTILIZING QUESTIONING TECHNIQUES FOR EFFECTIVE WORKPLACE
COMMUNICATION
CRITERIA YES NO
Instructor’s Signature :
Student’s Signature :
Date of Performance :
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Mr. Crhistian S. Dela
Communications Cruz 18
VGD NCIII Trainer/Assessor
DETAILS OF LEARNING OUTCOME
CONTENTS:
Method/Techniques of Discussion
How to lead Discussion
How to Solicit Response
ASSESSMENT CRITERIA:
1. Response to workplace issues are sought
2. Response to workplace issues are provided when sought
3. Constructive contributions are made to workplace discussion on such issues as
production, quality and safety
4. Goals and aims of actions under taken in the workplace are communicated
METHODOLOGIES:
Self-paced/
modular
Discussion
Role play
Brainstorming
ASSESSMENT METHODS:
Written test
Practical/performance test
Interview
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 19
VGD NCIII Trainer/Assessor
LEARNING EXPERIENCE
LEARNING OUTCOME 2: Lead Workplace Discussion
1. Read Information Sheet 1.2-1 on Leading You may clarify with the
Workplace Discussions facilitator if you have concerns
on the lesson
3. Perform the Task Sheet No. 1.2-1 on Leading Evaluate your performance using
Workplace Discussion Performance Criteria Check List
No. 1.2-1
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Mr. Crhistian S. Dela
Communications Cruz 20
VGD NCIII Trainer/Assessor
INFORMATION SHEET 1.2-1
LEADING WORKPLACE DISCUSSIONS
LEARNING OBJECTIVES:
After reading this information sheet, you should be able to:
List the methods/techniques of discussion
Solicit response during discussions
Lead group discussion
Group Discussion
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Communications Cruz 21
VGD NCIII Trainer/Assessor
Purpose of Group Discussions
Methods/Techniques of Discussion
There are some definite Dos and Don’ts in group discussion techniques
Dos
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Communications Cruz 23
VGD NCIII Trainer/Assessor
Stick to the discussion topic. Do not speak irrelevant things.
Remember that the discussion is notion argument. Be polite even if you disagree.
Don’ts
Facilitating a meaningful team discussion is not something that comes easily for
everybody, especially when the topics may be controversial or sensitive. The following
are some strategies that may be helpful to engage team members in productive
conversations while managing negative or problematic responses.
Reflect on your purpose.The most important step is to make sure that your
potential feedback is coming from the right place.
Focus on the behavior, not the person. After entering the conversation with
the best intentions, a next guideline is to separate behavior or actions from the
person you’re speaking to.Focusing the criticism on just the situation you want
to address—on what someone does or says, rather than the individual
themselves
—separates the problematic situation from the person’s identity, allowing them
to focus on what you’re saying without feeling personally confronted.
Lead with questions. Starting off your feedback with a few questions can help
the other person feel like an equal part in the conversation as you discuss the
challenge together.
References: https://www.managementstudyhq.com/characteristics-and-purpose-of-
group-discussion.html
https://www.managementstudyhq.com/group-discussion-techniques.html
https://www.workplacestrategiesformentalhealth.com/free-training-and-
tools/facilitating-team-discussions
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 25
VGD NCIII Trainer/Assessor
SELF-CHECK N0.1.2-1-
LEADING WORKPLACE DISCUSSIONS
True or False. Write T on the space provided beside the number if the statement is
correct. Otherwise, write F.
1. Always be polite during discussion.
2. In leading discussion you have to be willing to work towards consensus.
3. Try to be someone you are not during discussion.
4. One purpose of group discussion is to generate new ideas or new approaches
to solving problem.
5. Do not try to be clear and fluent in what you are saying.
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Communications Cruz 26
VGD NCIII Trainer/Assessor
ANSWER KEY 1.2-1
LEADING WORKPLACE DISCUSSIONS
1. T
2. T
3. F
4. T
5. F
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Mr. Crhistian S. Dela
Communications Cruz 27
VGD NCIII Trainer/Assessor
TASK SHEET 1.2-1
Title: Leading Workplace Discussion
Performance Objective: You are required to organize and lead a group discussion with
5 participants to discuss certain issue.
Supplies / Materials:
Paper
Pencil
Equipment:
Step / Procedure:
1. Create a group of 5 participants.
2. Think of a topic for discussion and inform your members about it.
3. Organize and lead a group discussion on the topic you have chosen.
4. Have one of your member record the minutes of discussion
5. Submit the minutes to the facilitator
Assessment Method:
Observation
Portfolio Analysis
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Mr. Crhistian S. Dela
Communications Cruz 28
VGD NCIII Trainer/Assessor
PREPARATION PERFORMANCE
OF ACCOUNTING CRITERIA CHECKLIST 1.2-1
ENTRIES
LEADING WORKPLACE DISCUSSIONS
CRITERIA YES NO
Have the members been informed of the topic prior to the group discussion?
Instructor’s Signature :
Student’s Signature :
Date of Performance :
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 29
VGD NCIII Trainer/Assessor
DETAILS OF LEARNING OUTCOME
CONTENTS:
Identify Problems and Issues
Organizing Information on Problem and Issues
Relating Problems and Issues
Communication Barriers Affecting Workplace Discussion
ASSESSMENT CRITERIA:
1. Issues and problems are identified as they arise
2. Information regarding problems and issues are organized coherently to ensure
clear and effective communication
3. Dialog is initiated with appropriate personnel
4. Communication problems and issues are addressed as they arises
CONDITIONS:
The students/trainees must be provided with the following:
CBLM
Paper
Learning Materials
Pencil
Eraser
METHODOLOGIES:
Self-paced/modular
Discussion
Case study
Brainstorming
ASSESSMENT METHODS:
Written test
Direct observation
Interview
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 30
VGD NCIII Trainer/Assessor
LEARNING EXPERIENCE
1. Read Information Sheet 1.3-1 on Identifying You may clarify with the
and Communicating Issues Arising in the facilitator if you have concerns
Workplace on the lesson
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Mr. Crhistian S. Dela
Communications Cruz 31
VGD NCIII Trainer/Assessor
INFORMATION SHEET 1.3-1
IDENTIFYING AND COMMUNICATING ISSUES ARISING IN THE WORKPLACE
LEARNING OBJECTIVES:
People spend nearly one third of their adult lives at work, and workplace issues are a
common source of stress for many. It is impossible to have a workplace where
everyone's roles, expectations, and personalities work perfectly together, without
conflict. As such, certain workplace issues may cause negative psychological symptoms.
Research shows perceived stress in the workplace, for example, is associated with a
higher prevalence of mental health issues such as depression and anxiety. Workers may
find discussing their workplace stress or challenges with a trained mental health
professional is helpful to them both professionally and personally.
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 32
VGD NCIII Trainer/Assessor
Common workplace issues that employees face include:
Interpersonal conflict
Communication problems
Gossip
Bullying
Harassment
Discrimination
Low motivation and job satisfaction
Performance issues
Poor job fit
Effective problem solving does take some time and attention more of the latter than the
former. But less time and attention than is required by a problem not well solved. What
it really takes is a willingness to slow down. A problem is like a curve in the road. Take it
right and you'll find yourself in good shape for the straightaway that follows. Take it too
fast and you may not be in as good shape.
Work problems can cause a lot of stress in your life, and are important to resolve since
so much of your time is spent in the workplace. Some of the most common work
problems are issues with your job itself--too much work, for example, or feeling ill-
equipped to perform the tasks---and managing day-to-day stress at work. Other
common problems deal with getting along with coworkers and communication issues.
Remember that in all cases, it is helpful to be clear and professional with your
coworkers. Whether you are discussing a poor performance review with your
supervisor or an etiquette issue with your coworker, directly stating the problem in a
friendly, professional manner is a great start toward solving it.
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Mr. Crhistian S. Dela
Communications Cruz 33
VGD NCIII Trainer/Assessor
The following are some helpful tips on how you can easily relate problems and issues
among coworkers:
1. Be polite and direct. Don’t beat around the bush when you have a problem with
your coworker. It is usually easier to address the problem as s
Be informal about it the first time you address the person. You could say,
“Hey, Jack, I’ve been noticing that you’ve been returning the truck almost on
empty lately. Could you remember to bring it back with a full tank next
time?”
If the behavior continues after you have informally addressed your concern,
you may need to ask your supervisor to intervene. Follow your company’s
rules on handling employee conflict resolution.
2. Use “I” language. It is important to listen to your coworkers needs respectfully
and to try to see their point of view. It is also important to express yourself in a
respectful manner. When discussing issues with a coworker, make sure you
don’t make them feel defensive when you speak to them. You can do this by
using “I” statements. The other person hears your reactions to the situation, not
your accusations.
Instead of saying, “We are always waiting on you to get your portion of the
work done,” you could use “I” language and say, “When the work isn’t in on
time, I get really stressed out. I end up needing to work later to get caught up.
So it’s really helpful to me if everyone can get the project back on the agreed-
upon day.”
You could say, “While I appreciate feedback, your comment on my work the
other day felt very personal and upset me.”
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Mr. Crhistian S. Dela
Communications Cruz 35
VGD NCIII Trainer/Assessor
Cultural differences. The norms of social interaction vary greatly in different
cultures, as do the way in which emotions are expressed.
References: https://www.goodtherapy.org/learn-about-therapy/issues/workplace-
issues
https://www.mediate.com/articles/thicks.cfm
https://www.wikihow.com/Deal-with-Problems-at-Work#qa_headline
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 36
VGD NCIII Trainer/Assessor
SELF-CHECK 1.3-1
IDENTIFYING AND COMMUNICATING ISSUES ARISING IN THE WORKPLACE
Enumeration. Enumerate the following. Write the answer on the space provided after
each question.
1. What are the common workplace issues that workers face?
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Mr. Crhistian S. Dela
Communications Cruz 37
VGD NCIII Trainer/Assessor
ANSWER KEY 1.3-1
IDENTIFYING AND COMMUNICATING ISSUES ARISING IN THE WORKPLACE
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Mr. Crhistian S. Dela
Communications Cruz 38
VGD NCIII Trainer/Assessor
TASK SHEET 1.3-1
Title: Identifying and communicating issues arising in the workplace
Performance Objective: You are required to create a role play to identify and
communicate issue arising in the workplace
Supplies / Materials:
Paper
Pencil
Equipment:
Step / Procedure:
Assessment Method:
Observation
Portfolio Analysis
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 39
VGD NCIII Trainer/Assessor
PERFORMANCE CRITERIA CHECKLIST 1.3-1
CRITERIA YES NO
Instructor’s Signature :
Student’s Signature :
Date of Performance :
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Basic Competency : Lead Workplace Page
Mr. Crhistian S. Dela
Communications Cruz 40
VGD NCIII Trainer/Assessor