Basic UC1 - Participating in Workplace Communication

COMPETENCY-BASED LEARNING MATERIAL
Sector:
ELECTRICAL AND ELECTRONICS
Course:
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
Unit of Competency:
PARTICIPATE IN WORKPLACE COMMUNICATION
Module Title:
PARTICIPATING IN WORKPLACE COMMUNICATION
TECHNICAL EDUCATION AND SKILLS

DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
Participating in Workplace Date Developed: Document No.

Communication July 27 – Aug. 20, 2020 Issued by: TESDA
Electrical Installation and Developed by: Revision No. Page 1 of

Maintenance NC II JEFORD M. SALAGUBANG 90
Assistant Professor II-LMMSAT
HOW TO USE THIS COMPETENCY-BASED LEARNING MODULE
Welcome to the Module Participating in Workplace Communication. This

module contains training materials and activities for you to complete.
The unit of competency Participate in Workplace Communication is one of
the Basic Competencies which contains the knowledge, skills and attitudes required
for all the programs offered by all TESDA-Institutes for NC II qualifications.
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 there are
Information Sheets, Resource Sheets and Reference Materials for further reading to
help you better understand the required activities. Follow these activities on your
own and answer the self-check at the end of each learning outcome. Get the answer
key from your trainer and check your work honestly. If you have questions, please
don’t hesitate to ask him/her for assistance.
Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this
module because you have:
● Been working in the same industry for some time.
● Already completed training in this area.
If you can demonstrate to your trainer that you are competent in a particular skill
or skills, talk to him/her about having them formally recognized so you won’t have to
do the same training again. If you have qualifications or Certificates of Competency
from previous trainings, show them to your trainer. If the skills you acquired are still
relevant to this module, they may become part of the evidence you can present for
RPL.
A Trainee Record Book (TRB) is given to you to record important dates, jobs
undertaken and other workplace events that will assist you in providing further details
to your trainer/assessor. A Record of Achievement/Progress Chart is also provided
to your trainer to complete/accomplish once you have completed the module. This
will show your own progress.
This module was prepared to help you achieve the required competency:
Participate in Workplace Communication. This will be the source of information
for you to acquire the knowledge and skills in this particular module with minimum


supervision or help from your trainer. With the aid of this material, you will acquire
the competency independently and at your own pace.
Talk to your trainer and agree on how you will both organize the training of
this unit. Read through the module carefully. It is divided into sections which covers
all the skills and knowledge you need to successfully complete in this module.
Work through all the information sheets and complete the activities in each
section. Do what is asked in the INSTRUCTIONAL 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. Ask for help.
Your trainer will tell you about the important things you need to consider when
you are completing activities and it is important that you listen and take notes.
Talk to more experienced workmates and ask for their guidance.
Use the self-check questions at the end of each section to test your own
progress.
When you are ready, ask your trainer to watch you perform the activities
outlined in the module.
As you work through the activities, ask for written feedback on your progress.
Your trainer gives feedback/pre-assessment reports for this reason. When you have
successfully completed each element or learning outcome, ask your trainer to mark
on the reports that you are ready for assessment.
When you have completed this module and feel confident that you have had
sufficient practice, your trainer will schedule you for the institutional assessment.
The result of your assessment/evaluation will be recorded in your COMPETENCY
ACHIEVEMENT RECORD.
List of Basic Competencies for NC II Qualifications


No. Unit of Module Title Code
Competency
Participate in Participating in TRS400311210
1 Workplace Workplace
Communication Communication
Work in a Team Work in a Team TRS400311211
2
Environment Environment
Solve/ Address TRS400311212
Solve/ Address General
3 General
Workplace Problems
Workplace Problems
Develop Career and Develop Career and TRS400311213
4 Life Life
Decisions Decisions
Contribute to Contribute to TRS400311214
5 Workplace Workplace
Innovation Innovation
Present Relevant Present Relevant TRS400311215
6
Information Information
Practice Occupational Practice Occupational TRS400311216
Safety and Health Safety and Health
7
Policies and Policies and
Procedures Procedures
Exercise Efficient and Exercise Efficient and TRS400311217
Effective Sustainable Effective Sustainable
8
Practices in the Practices in the
Workplace Workplace
Practice TRS400311218
Practice
Entrepreneurial
9 Entrepreneurial
Skills in the
Skills in the Workplace
Workplace
MODULES OF INSTRUCTION
UNIT OF COMPETENCY: Participate in Workplace Communication


MODULE TITLE: Participating in Workplace Communication
MODULE DESCRIPTOR: This module contains the knowledge, skills,
attitude and motivations required to gather,
interpret, and convey information in response to
workplace requirements.
NOMINAL DURATION: 6 hours
SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/trainees must be able to:
1. Obtain and convey workplace communication;
2. Perform duties following workplace instructions; and
3. Complete relevant work – related documents.
ASSESSMENT CRITERIA:
● Specific and relevant information is accessed from appropriate sources.
● Effective questioning, active listening and speaking skills are used to gather
and convey information.
● Appropriate medium is used to transfer information and ideas.
● Appropriate non-verbal communication is used.
● Appropriate lines of communication with supervisors and colleagues are
identified and followed.
● Defined workplace procedures for the location and storage of information are
used.
● Personal interaction is carried out clearly and concisely.
● Written notices and instructions are read and interpreted in accordance with
organizational guidelines.
● Routine written instructions are followed based on established procedures.
● Feedback is given to the workplace supervisor based on instructions/
information received.
● Workplace interactions are conducted in a courteous manner.


● Where necessary, clarifications about routine workplace procedures and
matters concerning conditions of employment are sought and asked from
appropriate sources.
● Meeting outcomes are interpreted and implemented.
● Range of forms relating to conditions of employment are completed accurately
and legibly.
● Workplace data is recorded on standard workplace forms and documents.
● Errors in recording information on forms/ documents are identified and acted
upon.
● Reporting requirements to supervisor are completed according to
organizational guidelines
LEARNING OUTCOME 1
OBTAIN AND CONVEY WORKPLACE INFORMATION
CONTENTS:
1. Communication Definition, Medium, and Barriers
2. Communication Sources


3. Information Sources and Communication Storages
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 non-verbal 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/RESOURCES:
The students/trainees must be provided with the following:
EQUIPMENT TOOLS AND SUPPLIES & LEARNING
ACCESSORIES MATERIALS MATERIALS
● Projector ● White/blackboard ● Notebook ● Books/
● Projector ● Whiteboard ● Sheets of references/
screen markers paper handouts
● Computer ● Chalk ● Pen/pencil ● Audio-visual
● Printer ● Board Eraser materials
● Actual ● CBLM
workplace/
simulated
workplace
METHODOLOGIES:
Group Discussion
Lecture
Self-paced learning
Demonstration
ASSESSMENT METHODS:
Oral questioning


Written examination
Observation
LEARNING EXPERIENCES
Learning Outcome 1:
OBTAIN AND CONVEY WORKPLACE INFORMATION
Learning Activities Special Instructions
Read information sheet 1.1-1 on Read and understand the

Communication Definition, Medium information sheet. If you cannot
and Barriers understand its contents, you may ask
assistance from your facilitator.


Answer self-check 1.1-1 Compare answers with Answer Key
1.1-1. If you didn’t get a perfect score,
re-read Information Sheet 1.1-1 to
answer all questions correctly.
Read and understand the
Read information sheet 1.1-2 on information sheet. If you cannot
Communication Sources understand its contents, you may ask

re- read Information Sheet 1.1-2 to
Read information sheet 1.1-3 information sheet. If you cannot
Information Sources and understand its contents, you may ask
Communication Storages assistance from your facilitator.
Compare answers with Answer Key

Answer self-check 1.1-3 1.1-3. If you didn’t get a perfect score,
Once you are done with these
activities, you may proceed to
Learning Outcome 2.
INFORMATION SHEET 1.1-1

Communication Definition, Medium, and Barriers
Learning Objectives:
After reading this INFORMATION SHEET, you must be able to:

1. Identify the different communication barriers; and
2. Evaluate what medium of communication is appropriate to use depending
on a situation given.
COMMUNICATION DEFINED


As defined in the Merriam – Webster Dictionary, communication is defined as a
process by which information is exchanged between individuals through a
communication system of symbols, signs, or behavior.
Therefore, it can be implied that in order for communication to take place, the
following elements must be present:
a. Sender
The sender starts the communication process. S/he generates the message
being conveyed to the receiver.
b. Receiver
The individuals/ groups whom the message was sent to by the sender is
called the receiver. These individuals are the ones who ‘decode’ or give
meaning to the message sent by the sender.
However, the meaning given to a message may vary from one receiver to
another due to the medium of communication used by the sender and due to
the barriers of communication present during the delivery of the message.
c. Message
This refers to the idea/ information generated by the sender which s/he
intends to convey to the receiver.
CATEGORIES AND MEDIUM OF COMMUNICATION
Communication may be categorized into three, each of which have different medium
of transmission. These categories are the following:
a. Verbal/ Spoken Communication


This category is used when the sender transmits his/ her message
through using spoken words/ language.
This may be transmitted through, but is not limited to, the following
medium:
o Face – to – face interaction
o Telephone
o Radio
o Television
o Video conferencing
b. Non – Verbal Communication
As its name implies, this category is relayed without the transmission of

words or spoken language. These are mostly used to supplement the
message being delivered through verbal/ spoken communication.
It may be transmitted to the receiver through the following:

o Body language
o Gestures
o The way a person dresses/ acts
c. Written Communication
This category covers all forms of communication which are transmitted

in the written form.
This may be transmitted through, but is not limited to, the following
medium:
o Letters and e-mails
o Memorandum and Circulars
BARRIERS TO EFFECTIVE COMMUNICATION

The presence of communication barriers may prevent communication from being
transmitted properly or may lead it to carry incorrect meaning due to which
misunderstandings may occur. These barriers may be:
a. Semantic barriers


These pertain to the problems and obstructions in the process of
encoding and decoding of a message into words or impressions.
These usually occur due to use of wrong words, use of jargons,

language differences, and the difficulty in understanding unfamiliar
accents.
b. Psychological barriers
These may be brought about by the state of mind of both sender and
receiver at the time the communication is made. These may also be
triggered by the emotions that either the receiver or the sender
experiences during the delivery of the message.
c. Organizational barriers
These are affected by factors related to the organizational structure,

rules and regulations in the company, authority relationships, etc.
An example of this barrier is the presence of rigid rules, regulations and

cumbersome procedures which prevents personnel from having free
communication.
d. Personal barriers
These barriers are brought about by personal factors and preferences by

both the sender and the receiver.
Examples may be differences in perceptions and points of view,

presence of expectations and prejudices which may lead to false
assumptions or stereotyping, and cultural differences.


SELF- CHECK 1.1-1
MATCHING TYPE: Classify the medium of communication identified in Column A.

Choose from the categories indicated under Column B. Write the letter of your
choice on the space before each number.
COLUMN A COLUMN B
1. Gestures A. Non – Verbal
2. Memoranda B. Verbal
3. Audio recordings C. Written
4. Letters
5. Telephone conversation
6. Body language
7. E-mail
8. Video conferencing
9. Circulars
10. Face to face interaction


ANSWER KEY 1.1-1
1. A
2. C
3. B
4. C
5. B
6. A
7. C
8. A
9. C
10. B


Communication Sources

1. Identify different types of communication sources; and
2. Acquire skills needed to communicate to various sources.
Introduction
Indeed, communication is a vital part of being a team. However, there are other
people, besides your team, you also need to communicate with. These are the
appropriate sources. These are the people who communicate relevant information
with you, such as requests, commands, and inquiries.
These sources are classified as internal and external sources.
Internal Sources


Internal Sources refer to the people who are already inside or are already part of
your company that you communicate with. This includes:
● Team Members
● Supervisor/Department Head
(photo from TESDA Online Program)

Communicating with Team Members
Communicating effectively with your team builds a happy and healthy workplace. It
makes the team more efficient and the work easier for everyone. Whether dealing
with agreeable or difficult workmates, here are some tips to ensure effective
communication.
● Take responsibility and be a good example

o As the one who understands, take the responsibility of being the model
of what you want your members to be. Lead your team by setting a
good example.
● Adjust
o Learn how to adjust depending on the personality of your team
members. Understand them by observing both their verbal and
nonverbal cues. Their personalities will affect how they would respond
and communicate.
● Discuss communication issues

o If there are problems in the workplace, talk directly to the ones
involved. Avoid sharing stories to those who are not involved in the
problem. Always talk things out and never let conflicts pass without
talking about it.


● Discuss rift among members
o If your team members have personal issues with each other, try to help
in resolving it by listening to everyone’s grievances. Be sincere in
talking to them. Make your team members feel secure in sharing
problems to you. Mediate if you can. Make sure to apply your active
listening and understanding skills.
● Keep a tight agenda

o Always know what to talk about and when to talk about these things.
Do not deviate from your plans. Allot right timing for everything. When
in a meeting, provide your team members a detailed agenda of what
you are going to talk about.
● Ask for questions from others

o Check if things have been clear to everybody. Encourage them to ask
questions and clarify instructions.
Communicating with a Supervisor/Department Head
Communicating with bosses, supervisors, and department heads can be challenging

especially if you feel very inferior to them. However, communicating with them does
not need to feel challenging or intimidating.
Here are some tips to help you communicate with them effectively:
● Go straight to the point. Do not say unnecessary things. Respect their time.
● Show numbers and visual representations. When presenting numbers to your
boss, do not just present them in paragraph forms.
● Schedule your appointment. Do not expect that they are always ready for an
ambush talk. They are busy people and their time is precious.
● Prepare your agenda. Before speaking to your boss, plan what you need to
say. Make a list. This will help you remember all your concerns.
Be solution-focused. When consulting problems, always have a solution in mind.
External Sources
External Sources refer to the people outside your company you communicate with.
This includes:
● Suppliers


● Trade Personnel
● Local Government
● Industry Bodies
● Customers/Guests
Although they are termed as sources, in a true communication flow, these sources
can either play the role of a sender or a receiver of the message.
(photo from TESDA Online Program)
Communicating with Suppliers
Communicating with your suppliers is as important as communicating with your

customers. It saves you from future problems regarding the services and products
provided to you. Keep in mind that you and your suppliers need each other.
1.) Specify what you want.
If you want a specific part of a chicken, or a specific size of a vegetable, say it to

your suppliers. Order exactly what you want to get.
2.) Avoid jargon
Jargon are words that only you and those in your industry understand. Make sure to
give clear instructions and clarify whether your suppliers understand them. For
example, instead of saying “I need a low-boy” say “I need a refrigerator that can be
put under the counter."


3.) Talk as if they are customers
Just like making sure to have regular customers, it is also important to make sure
you have regular suppliers. Maintain good relationships with them. Talk to them
clearly, concisely, and politely.
4.) Put things in paper
As much as possible, make transactions between you and your suppliers legal. Have
contracts if necessary. Write down your agreements.
5.) Communicate regularly
Once in a while, update your suppliers whether they are still operational or whether
they still have what you need. This will save you from cramming on where to find
other suppliers when they fail.
Communicating with Trade Personnel
Trade personnel are people skilled in a specific task. They provide services.
Maintaining constant communication with them is very important especially when you
depend on their services.
Here are some tips to effectively communicating with trade personnel:
1. Be precise with what you want. Most trade personnel want to know what specific
things they need to do for you.
2. Ask them how much time is needed to complete their tasks.
3. Ask them what other things you need to prepare in advance.
4. Do not be too demanding. Know their limitations.
Communicating with Local Government


(photo captured from Google)
Communicating with the local government, especially regarding legal matters, can be
challenging. You need to go to different stages and offices, and talk to different
people. However, there will be instances wherein you will be obliged to communicate
with them.
Here are some ways on how to communicate to local government.
1. Be present in the different events that the local government is organizing to be

aware of the internal processes that they do.
Example:
● Council annual planning

● Council consultations
● Other proposals
2. Directly talking to officials.
3. Monitoring of Local Government performance
Communicating with Industry Bodies
Communicating with industries and organizations can be both overwhelming and

challenging. Some cannot be tapped immediately. Here are several ways to reach
industry bodies.
1. Reach them through email
Communicating through email gives a more formal appeal than communicating

through phone. However, not all industries respond immediately to emails.
2. Be updated on their newsletters and magazines


Important announcements and development of the industry bodies’ projects are
published through their newsletters and magazines. Knowing these things can be
effective when building rapport with your industry partner.
3. Networking meetings
To talk to them personally, you can attend network meetings. This would be helpful
especially if your concerns are urgent and need face-to-face communication.
Communicating with Customers/Guests

Of course, communicating effectively with your customers is essential in maintaining
the reputation of any business. When employees are polite and are effective
communicators, customers will most likely come back to avail services. In order
to maximize your customer communication skills, here are some points to
remember:
1. Establish a genuine relationship.

2. Listen well.
3. Use easy words, and not jargon when explaining complex topics.
4. Address issues or misunderstanding immediately.
Effective customer communication skills also increase the likelihood of customers

going back to your establishment. Thus, communication is really needed in
increasing trust and reliability of your business or organization. Here are some tips
you can apply in order to keep connected with your customers:
1. Send e-Newsletters or emails informing them of new promos or offers.

2. Give out survey sheets to see their needs and opinions.
3. Use social media platforms to keep your audience informed and updated.
Handling Difficult Customers


(photo copied from TESDA Online Program)
Handling difficult situations will be unavoidable when you get to the industry.
However, here are 3As that you should keep in mind should such occurrence occur.
1. Apologize. Immediately say sorry to the persons involved.
2. Attempt to solve the problem.
3. Alert your supervisor.


SELF- CHECK 1.1-2
MULTIPLE CHOICE: Read the following situations and choose the best response
for each scenario.
1. In the office, you happen to hear some bad rumors about a certain workmate.
They ask your opinion if you think the rumor is true. How do you respond to
them?
a. “I’m not sure. Maybe let’s ask what the others think.”
b. “I don’t think we should be talking it behind his back. Let’s just talk to
him directly about this.”
c. “Really! How true is this!?”
2. After a team meeting, all the tasks have been divided among the group. What
do you do before ending a meeting?
a. “….”
b. “Okay. That ends today's meeting.”
c. “Any questions? Clarifications?”
3. After serving for many years in your organization, you came to realize your
salary never changed despite the added workload. You want to talk to your
boss about getting a raise. How do you communicate with your boss?
a. You tell him about how you started off in the company,
accomplishments you have achieved, milestones and several stories in
the workplace. Then you conclude by asking for a raise.
b. You give a brief description justifying how you think you need a raise.
c. You talk about your workload and duties over the years, hoping that the
boss will realize and ask you himself that you deserve a raise.


4. You wanted to propose a new idea for a project you are thinking will benefit
the organization. You’ve prepared an outline and a small presentation about
your proposal to your boss. How do you approach him/her?
a. Send an email, asking your boss the best time to propose the idea,
then, wait patiently for a reply.
b. Knock on the office, with a laptop and a few notes. Upon entry, mention
that you are going to present a proposal.
c. Send a letter with attached proposal paper and leave it at your boss’s
desk.
5. Your boss tasked you to urgently request 5 pieces of photocopying machines
from your supplier. You are on the phone with the supplier, what do you tell
him/her?
a. “Can you send a list of available products that you have in my email?
Thanks!”
b. Can we have five units of photocopying machines delivered in the
office within this week? Thank you!”
c. We need a few Xerox machines in the office. Thanks!”
6. In a phone call, your supplier asks you if you want to avail for a new promo
package of office supplies with a large discount. The team gives you the go
signal to take the offer. What else do you ask the supplier?
a. None. Tell them to charge it to the company and have it delivered right
away.
b. Ask for the contract and where you will sign your agreed negotiation.
c. Negotiate for better offers.
7. Your organization hired carpenters as trade personnel to build the office
extension. Your boss asked you to supervise them with whatever they need to
keep track of the efficiency of the extension. How do you think you can ask
them?
a. “May I ask how much time you need to finish the extension?”
b. “Will the extension be finished soon?”
c. “Please have it done by next week since we need more workspace
already. Thank you.”
8. Your boss tells you if you can ask the carpenters if they can install the
electrical wirings as well of the extension they are building. How do you
respond to your boss?
a. “Uhm…okay I will try to ask them even if it is not in their job description,
Madam.”
b. “Madam, I think we should ask an electrician for that matter.”
c. It’s not my job, Madam.”
9. As a manager, it came to your attention how two of your employees make
unnecessary remarks and critiques to each other and the two don’t take
criticisms very well, merely worsening their treatment of each other. How do
you manage them?
a. Let the issues subside. Most likely they will get along in time.
b. Facilitate between the two parties and facilitate conversations.


c. Give them warnings on misconduct and unprofessionalism.
10. A colleague asked you to help with her getting familiarized with the local
government unit of the city. She says she would need contracts in the future
for developing local knowledge of the hotel’s services. What advice can you
give her?
a. “There’s a long process. Just give up on coordinating with them.”
b. “For now, you can attend different events of the LGU so you are
familiar with the internal process.”
c. “Maybe you could just ask someone else.”
ANSWER KEY 1.1-2

1. b. -Problems should be addressed directly if anyone is concerned. Sharing

stories, especially gossip and rumors, should be avoided in the workplace.
2. c. -Questions and clarifications should be addressed and answered as soon

as possible to avoid mishaps and delay in the future.
3. b. -It is always important to get straight to the point and tell him/her what you
need.
4. a. -Your boss, like any other workmate, is a busy person. Respect his/her time
and expect that he/she won’t be available for ambush every time.
5. b. -Specify your needs; the quantity and the specifications if specified. Always
get straight to the point especially since this is an urgent request.
6. b. -It is important to put things in paper because contracts are important to

make sure that transactions and agreements are legal and recorded.
7. a. -Always consult them about their time and do not rush them to not sacrifice
the quality of their tasks. Be considerate and clear.
8. b. -You should know that trade personnel have their own skills fit for a certain
job. You cannot ask people to do all the work just because they are available
already. Instead, in this case, electricians should be outsourced for the job.


9. b. -Dialogue is important for any conflicting parties. They should unite with
their differences. And good communication is key to resolving issues within
team members.
10. b. -Understanding the process will be easier in the long run as she continues
familiarizing herself with the process and the people involved.

Information Sources and Communication Storages

1. Access relevant information from appropriate sources;
2. Identify different types of communication media and storages; and
3. Compare advantages and disadvantages of different communication
media and storages.
Introduction
With the emerging internet technology, data and information are now just a click
away. However, not all the data and information available can be considered
accurate. The challenge today is knowing who and what sources of data and
information are reliable.
Information Sources
The following documentary sources are considered reliable:

a. Primary Source
● Are created by those who have directly witnessed what they are describing in
the document. This brings us as close to the original event as possible
without being filtered, influenced or analyzed through interpretation.
● Examples: letters, diaries, speeches, interviews, correspondences, court
cases, etc.


b. Secondary Source
● This type of source offers extensive and in-depth analysis of primary sources.
It summarizes, evaluates and analytically interprets primary materials by
offering its authors’ personal perspective.
● Examples: textbooks, review articles, theses, dissertations, etc.
c. Tertiary Source
● Presents a summarized factual representation of information, since it is a
distillation and collection of primary and secondary sources.
● Examples: encyclopedia, dictionary, directories, bibliographies, indexes, etc.
Other than the documentary sources mentioned above, there are readily – available
sources of information in the workplace when the information needed is really urgent.
However, one must carefully distinguish who among the personnel in his/ her
organization can accurately supply the information needed. Examples of personnel/
organizations who can be sources of information are team members, supervisors,
department heads, suppliers, trade personnel, local government, and appropriate
industry bodies.
Communication Storages
There are two ways of storing data- the manual filing system and computer filing
system. Manual filing system refers to the act of storing data in paper files, folders,
and cabinets. Computer-filing system refers to the act of storing data in electronic
devices.


Manual Filing System


● This type of filing system requires a physical place where data and
information are stored and managed. The physical storage may be as simple
as a folder or as extensive as a whole building.
● For its maintenance, this system requires budgetary allotments for storage
space, filing equipment and other administrative expenses.
Advantages
● Filing is less complex.

● Files cannot be tampered or edited illegally.
Disadvantages
● Files can be physically damaged due to fire, flooding etc.

● Files can be slower and harder to access because they need to be looked for
manually.
● Files cannot be edited thus a new copy should be produced when mistakes
occur.
● Files may be out of order depending on who handles them.
Computer/Electronic/ Digital Filing System
(photos copied from Google)

● This is a computer-based system for the storage, cataloguing, and retrieval of
documents.


● This type reduces storage space requirements and decreases equipment and
labor costs. However, the challenge in using this system is ensuring that the
system/ application being used is secure, reliable, comprehensive, and
complies with the company’s rules and regulations.
Advantages
● The texts are searchable thus the files are easier to access
● Cost is cheaper because there is no need to buy supplies like cabinets,
folders, and papers.
● Files can be edited immediately and shared to people even from distant
places.
Disadvantages
● Confidential files can be hacked and accessed by anyone.

● Accessing files may be complex especially to those who do not know how to
use computers.
Storing Organizational Information
Information that has been collected and assessed for relevance to the organization’s
activities is usually stored for future use, or passed on to another person for use
within the organization. These records must be stored in their correct place directly
after using them, so that they can easily be located when needed again.


Records are often stored for many years, so the storage system needs to keep
records in good condition, secure and accessible. Your organization may have
different systems for storing:
● print documents
● electronic documents
● confidential documents
● archive documents.
Archives are old documents that are kept in long-term storage. These documents
cannot be destroyed, for legal or other reasons, before a specified date.
Much of the stored information should be kept confidential, and your organization will
have developed policies and procedures relating to storing and disclosing
information, based on privacy legislation and regulations.
Information Storage Protocols
The organization in which you work is responsible for the safe and secure storage
and handling of its documents and records. This system must be supported by your
organization’s policies and procedures for documentation, methods of filing and
retrieval, release of information and maintenance of confidentiality.
Examples of relevant policies include:
● Record keeping policy

● Access policy for confidential information
● Record disposal policy
● Confidentiality policy
● Privacy policy
Legal and Operational Requirements
The storage of most operational documents, and particularly personal and case-
related documents, is prescribed by legislation or organizational protocol.


Using Databases
A database refers to any structured collection of data, for example, sets of client
records saved on a computer, or kept in files or folders in a cabinet, or contact
details or records kept on an index card system. Protocols for naming files and
storing them in appropriate folders will enable other staff to locate and access the
documents they require.
Regardless of its physical format, you still need to rely on information being up-to-
date and accurate. When access to the database is open to many users,
maintenance of the data can be more difficult and critical.
Strategies for ensuring accuracy of data need to be formalized in a system. This

system should be time-efficient, simple to use and effective. All users need to be
educated regarding their responsibilities to ensure ongoing maintenance.
SELF- CHECK 1.1-3

IDENTIFICATION: Identify the term being described in each statement. Write your
answer on the space provided before each number.
__________ 1. This is a document source which presents a summarized factual

representation of information. Encyclopedia, directories, bibliographies can be
classified under this document source.
__________ 2. This type of filing system uses computer – based systems/

applications. It enables companies to reduce storage space requirements and
decrease equipment and labor costs.


__________ 3. This source of document is created by persons who directly
witnessed what they are writing about in the document. Letters, diaries, court cases
are some examples of this document source.
__________ 4. This filing system requires a physical space where data and
information can be stored and managed.
__________ 5. This document source offers extensive and in-depth analysis of

primary documents. Textbooks, theses, and dissertations are examples of this
document source.
__________ 6. Refers to any structured collection of data, for example, sets of client
records saved on a computer, or kept in files or folders in a cabinet, or contact
details or records kept on an index card system.
__________ 7. These are old documents that are kept in long-term storage. These
documents cannot be destroyed, for legal or other reasons, before a specified date.
__________ 8. For its maintenance, this system requires budgetary allotments for
storage space, filing equipment and other administrative expenses.
__________ 9. The challenge in using this system is ensuring that the system/
application being used is secure, reliable, comprehensive, and complies with the
company’s rules and regulations.
__________ 10. It prescribes the storage of most operational documents, and

particularly personal and case-related documents.
ANSWER KEY 1.1-3

1. Tertiary source
2. Computer/ Electronic/ digital filing system
3. Primary source
4. Manual filing system
5. Secondary source
6. Database
7. Archives
8. Manual filing system
9. Computer/ Electronic/ digital filing system
10. Legislation or organizational protocol


LEARNING OUTCOME 2
PERFORM DUTIES FOLLOWING WORKPLACE INSTRUCTIONS
CONTENTS:
1. Workplace Etiquette
2. Workplace Interactions
3. Participating in Workplace Meetings and Discussions
1. Written notices and instructions are read and interpreted in accordance with
2. Routine written instructions are followed based on established procedures.
3. Feedback is given to workplace supervisor based on instructions/
information received


4. Workplace interactions are conducted in a courteous manner.
5. Where necessary, clarifications about routine workplace procedures and
matters concerning conditions of employment are sought and asked from
appropriate sources.
6. Meeting outcomes are interpreted and implemented.
● Actual ● CBLM
workplace/
simulated
workplace
METHODOLOGIES:
Group Discussion
Lecture
Self-paced learning
Demonstration
ASSESSMENT METHODS:
Oral questioning
Written examination
Observation


Learning Outcome 2:
PERFORM DUTIES FOLLOWING WORKPLACE INSTRUCTIONS

Workplace Etiquette information sheet. If you cannot
understand its contents, you may ask


Read information sheet 1.2-2 on information sheet. If you cannot
Workplace Interactions understand its contents, you may ask

Read information sheet 1.2-3 information sheet. If you cannot
Participating in Workplace Meetings understand its contents, you may ask
and Discussions assistance from your facilitator.
Compare answers with Answer Key

Answer self-check 1.2-3 1.2-3. If you didn’t get a perfect score,
activities, you may proceed to
Learning Outcome 3.

Workplace Etiquette

1. Distinguish between ideal and non-ideal attitude in a workplace; and
2. Demonstrate the ideal workplace etiquette in a specific situation.
WORKPLACE ETIQUETTE DEFINED

Etiquette is described in Collins Dictionary as a set of customs and rules for polite
behavior, especially among a particular class of people or in a particular profession.
Therefore, it can be implied that workplace etiquette can be defined as a set of

unwritten rules that an employee must observe while inside the workplace or while
performing one’s professional duties.


COMMON WORKPLACE ETIQUETTE TIPS FOR PROFESSIONALS
In general, workplaces can differ from one another. From dress codes to the
informalities of how people interact with each other, the protocol of the accepted
etiquette will vary both from industry to another industry and also between
companies involved in the same industry themselves.
The following are the most common workplace etiquette regardless on the industry
or company a person is affiliated:
a. Make a good first impression.

● People often form impressions about others within seconds of meeting
them, so it’s important to ensure that a person presents him/herself as
a professional.
b. Avoid gossips.
● How a person treats other people can say a lot about that individual.
One must not make value judgments on people’s importance in the
workplace or speak negatively about them. It is also important to be
thoughtful about how one interacts with his/her supervisors, peers, and
subordinates.
c. Communication is key.
● Communication is an important part of workplace etiquette. Most of the
time, what counts is not what one says, but how it is delivered. For this
reason, it is necessary to be mindful of how one communicates with
his/ her colleagues in official meetings and even in face – to – face
interactions.
d. Understand the work environment.

● The values, policies, and procedures of a workplace can be difficult to
discern at first. Observing the atmosphere and actions of others can
help a person understand what is appropriate and what is not, and how
to best navigate the workplace while maintaining professionalism.
e. Be personable yet professional.

● Getting to know colleagues is a good thing but it is always important to
be respectful of others’ space. If one needs to discuss something with
his/ her colleagues, they must not just walk in his/ her colleague’s
office; one must knock or make his/ her presence known, and always


offer to schedule a meeting for later in the day if a colleague is busy in
the moment.
Work Meeting Etiquette
Good First Impression
First impressions are important because it can greatly influence how people would
be treating you in the future. If you gave off an aloof impression, people will most
likely treat you the same in future interactions. When you treat people politely and
professionally, you will get respect in the workplace. Here are some tips in making
good first impressions:
● Maintain eye contact

● Give a gentle, but firm handshake.
● Genuinely smile at people
● Dress professionally
● Be alert! Avoid falling asleep during meetings.
On treating people
● Learn people’s names. Keep their business cards. Forgetting people’s names
will make it seem like you do not care about the person.
● Do not judge people based on their job position. Treat managers,
maintenance staff members, and administrative support staff the same way.
● Be careful when sharing your personal life with co-workers.
● Respect people’s personal space. Know proxemics. Before getting overly
familiar or comfortable, check whether the other person is comfortable.
E-mail correspondence
● Compose grammatically correct emails. This ensures professionalism in the

workplace.
● Return calls and emails within 24 hours. Do not forget to reply.
● Avoid using CAPS LOCK.
During Meetings
● Arrive on time.
● Do not judge people.
● Listen well.
● Express your opinions politely.


● Avoid confrontations. There is a time and place to confront someone, and it
should never be done in a meeting. Doing so will be embarrassing for the both
of you and can result in more conflict.
SELF- CHECK 1.2-1

Workplace Etiquette
TRUE OR FALSE: Identify whether the statements are True of False. On the space
before each number, write T if the statement is true. Otherwise, write F.
_____ 1. Etiquette refers to a set of customs describing inappropriate behavior that

is acceptable among a particular class of people or in a particular profession.
_____ 2. It is important to observe the atmosphere and actions of others in the

workplace in order for a person to understand what is appropriate and what is not in
a workplace.
_____ 3. It is unacceptable to ask questions about work processes to your

colleagues because it is already written in the employees’ handbook and you should
have personally read it upon entry to the company.
_____ 4. Emojis and upper-case letters are acceptable in work emails to let the other
party know how you feel while preparing the document/ communication.


_____ 5. It is alright to be personable in the workplace as long as you know your
boundaries and that you remain professional as well.
_____ 6. First impressions are important because it can greatly influence how people
would be treating you in the future.
_____ 7. Be alert! Do not avoid falling asleep during meetings
_____ 8. Learn people’s names. Keep their business cards. Forgetting people’s
names will make it seem like you do not care about the person.
_____ 9. Compose grammatically incorrect emails. This ensures professionalism in

the workplace.
_____ 10. Avoid confrontations. There is a time and place to confront someone, and
it should never be done in a meeting. Doing so will be embarrassing for the both of
you and can result in more conflict.
ANSWER KEY 1.2-1

Workplace Etiquette
1. F
2. T
3. F
4. F
5. T
6. T
7. F
8. T
9. F
10. T


Workplace Interactions

1. Understand the different types of interactions present in a workplace;
2. Observe the proper telephone etiquette in handling calls from stakeholders;
and
3. Enhance the utilization of non-verbal communication in interacting with
others.
FORMS OF WORKPLACE INTERACTIONS
It has been discussed in Information Sheet 1.1-2 that there are several medium of
communication which can be utilized for interacting in the workplace.
In this Information Sheet, the different forms of workplace interactions/ medium of

communication will be discussed further.
a. Face-to-face


(photo copied from Google)
It is characterized by the physical presence of two or more

individuals in a particular location at a given time.
Due to the technological advances that occur, the utilization of this

type of interaction is seen to be decreasing since the majority of the
interactions can be done through virtual means.
However, face – to – face interactions can be still considered

advantageous because of the following reasons:
o It can boost efficiency. Instead of spending a whole day emailing
back and forth, a supervisor can simply give all the details to his/
her subordinates. If the subordinates have queries, they can
directly ask the supervisor.
o It may be more effective for people who struggle with written

communication
o It adds a personal touch to interactions.
b. Telephone


(photo copied from shutterstock.com)
This form of workplace interaction uses the telephone as its medium.

The calls made may be external (other companies and clients) or
internal (within the company).
Some telephones (facsimile machines/ fax machines) have the ability

to telefax or the ability to send copies of documents to other telefax
machines.
c. Written
(photo copied from pinterest.com)

This is a more formal type of interaction in the workplace. Written
documents may take the form of electronic mails, letters,
memorandum, instructions, forms, and circulars.


A more detailed discussion on how these communications are
prepared shall be discussed in the Information Sheet of the next
Learning Outcome.
d. Non – verbal
(photo copied from iedunote.com)
Similar to the explanation specified in the Information Sheet of the

previous Learning Objective, non-verbal workplace interaction does not
require any spoken word but can convey messages to the other party
through gestures, facial expressions, tone of voice, eye contact, body
language, posture, etc.
TELEPHONE ETIQUETTE
a. Phone etiquette is the way you use manners to represent yourself and
your company to shareholders via telephone communication. Below
are the most commonly practiced telephone etiquette in the workplace:
● Be prepared
o Always have a pen and paper at every telephone.
o Make sure that a list of frequently called numbers and a

telephone directory is placed near the telephones for quick
reference.
● Answer in a professional manner
o Answer the call within three rings
o Use the four answering courtesies:


▪ greeting the caller
▪ stating your company/ department
▪ introducing yourself
▪ offering your help
o Be enthusiastic when you answer
o Be conscious in addressing the callers.

▪ To be safe, it is better to address male callers as Mister
or Sir.
▪ On the other hand, if the caller is a female, Miss or
Ma’am is appropriate.
▪ Often when you ask for the correct form of address the
caller will suggest the use of a first name. The use of the
caller's first name is then acceptable.
▪ Use of a first name may also be acceptable (but not
always) when:
- You have established a good rapport over a good
period of time.
- You have been called by your first name.
- You know the caller, and know s/he is comfortable
with a first name basis.
● Putting a caller on hold

o When placing a caller on hold you should always ask for
permission and then wait for an answer.
o If you have several callers on hold, remember the priority of

each call. If necessary, make notes of who is holding on which
line.
o If you have to put a caller on hold for a longer time than what
you have stated before putting him/ her on hold, get back to him/
her first and inform them that you need to put the call on hold a
little longer and state the current status of their request.
● Take accurate messages

o When a co-worker is absent from the office, explaining his/her
absence and taking accurate messages is important.
o Explanation of absence
▪ It's up to you to create a good image of the person for
whom you are taking calls.
▪ Statements like, "He's out to coffee", or "She hasn't come
in yet" give the wrong impression.


▪ Be tactful. Give a report such as "Mr. Anderson is away
from his office. May I take your name and number?".
▪ If possible, offer your assistance to the caller. "Mr.
Anderson is away from the office, may I help you?", or
"Perhaps Mr. Graham can help you, can I connect you
with him?"
o Taking accurate messages

▪ The most important rule to remember when taking a
message is never shorten the message.
Miscommunication is a result of improper message
taking.
▪ A good message should include:
- Whom the message is for
- Caller’s name
- Date and time
● Avoid mouth noises
o Refrain from smoking, eating, chewing gum, or drinking when

taking phone calls.
▪ Remember that the mouthpiece on the telephone is a
microphone.
● Give the caller your undivided attention
o Avoid side conversations while talking on the telephone.

▪ Do not attempt to carry on two conversations at the
same time.
o Keep in mind that speaking on the telephone requires better

articulation than is necessary in face to face conversation
● Give spoken feedback signals

o Feedback signals include the words okay, good, sure, right, I
see, I understand, etc.
▪ Refrain from using just a one-word feedback signal. A
mixture of feedback signals is more recommended.
o Giving spoken feedback signals shows your caller that you are
paying attention. S/he needs feedback because silence can be
frustrating and misunderstood as disinterest.
o It is also a good idea to mirror back the caller's phrases to show

that you are absorbing what he/she is saying.


● Leave a good last impression
o Use valuable phrases like the following to close a conversation:

▪ Thank you for calling.
▪ Please call again.
▪ We appreciate your call
TYPES OF NON – VERBAL COMMUNICATION
a. Facial Expressions
▪ These are configurations of different micromotor (small muscle) movements in

the face that are used to infer a person’s discrete emotional state.
▪ Majority of non – verbal communication and behavior can vary dramatically

between cultures however, the facial expressions for happiness, sadness,
anger and fear are similar throughout the world.
b. Gestures
▪ These are movements of the body or limbs that express or emphasize an
idea, sentiment or attitude.
▪ Common gestures include waving, pointing, and using the fingers to indicate
numeric amounts. However, these gestures are arbitrary and may vary
between different cultures.
c. Paralinguistics
▪ These refer to vocal communication that is separate from the actual language.
▪ It may include the tone of voice, loudness, inflection, and pitch.
d. Body Language
▪ Body language is the use of physical behavior, expressions, and mannerisms

to communicate nonverbally, which is often done instinctively rather than
consciously.
▪ This includes your posture, bearing, stance, and the subtle movements you
make.


e. Proxemics
▪ It is a theory of non-verbal communication that explains how people perceive

and use space to achieve communication goals.
▪ One of its core concepts is the type of distances people keep:
o Intimate: 0 – 18 inches
o Personal: 18 inches – 4 feet
o Social: 4 – 10 feet
o Public: over 10 feet
f. Eye Gaze
▪ The eyes play an important role in nonverbal communication and such things
as looking, staring and blinking are important nonverbal behaviors and may
convey different messages.
▪ Most of the time, eye gaze is also being utilized to determine if a person is
being honest.
g. Haptics
▪ Refers to a form of non-verbal communication that refers to ways in which

people and animals communicate and interact through the sense of touch.
▪ Touch can be used to convey affection, familiarity, sympathy, and other

emotions. It can also be used to communicate status and power.
h. Appearance
▪ A person’s choice of color, clothing, hairstyles, and other factors affecting

appearance are also considered a means of nonverbal communication.
▪ It can also alter physiological reactions, judgments, and interpretations.


SELF- CHECK 1.2-2
MATCHING TYPE: Identify what type of non – verbal communication is being

described in Column A. Match it with the options provided in Column B. Write the
letter corresponding to your answer on the space before each number.
COLUMN A COLUMN B
1. It is a theory of non-verbal communication that A. Appearance
explains how people perceive and use space to
achieve communication goals.
2. Refers to a form of non-verbal communication B. Body language
that refers to ways in which people and animals
communicate and interact through the sense of
touch.
3. These are movements of the body or limbs that C. Eye gaze
express or emphasize an idea, sentiment or
attitude.
4. It is the use of physical behavior, expressions, D. Facial expression
and mannerisms to communicate nonverbally,
which is often done instinctively rather than
consciously.
5. These refer to vocal communication that is E. Gestures
separate from the actual language.


F. Haptics
G. Paralinguistics
ANSWER KEY 1.2-2

1. H
2. F
3. E
4. B
5. G


Participate in Workplace Meetings and Discussions

1. Demonstrate the proper starting and closing of conversations;
2. Determine the way to respond to simple request; and
3. Identify the technique in giving and receiving constructive feedback.
Participate in Simple Conversation with Colleagues
Starting Conversations


Starting conversations is not an easy task; however, it is necessary to keep
relationships intact in the workplace. Executing and understanding opening
statements are necessary skills in the workplace. Learning this skill can leave a good
impression on your co-workers, while neglecting this skill may cause
misunderstanding and confusion in the workplace.
Examples of Opening Statements:

• How are you?
• Have you eaten?
• Anything new today?
• Are you busy?
• What time do you finish work?
• Good morning!
• Nice to meet you.
• Where are you from?
Suggestions when starting conversations:

1. Find common interests.
2. Listen well.
3. Relax.
4. Avoid gossip and controversies.
5. Be genuine.
Closing Conversations
Meanwhile, closing out conversations is just as important as initiating conversations.
If not done properly, your listener may be left hanging and you can come off rudely.
The key to concluding conversations is to make sure that both you and the receiver
enjoyed the conversation. You don’t want to make a customer feel unwanted
because he/she seemed like a boring conversation partner. Instead, you would want
someone to learn something from your talk or to gain something positive from the
conversation.
Examples of Concluding Statements:

• Thank you. I had a nice talk with you.
• Goodbye. I hope to talk with you again soon.
• Thank you for staying at Hotel Eleganza!
• Have a great time.
• I will call again to confirm. Thank you.
Suggestions when ending conversations:

1. Be genuine.
2. Use appropriate closing remarks.
3. Be clear and direct. Do not be ambiguous.


4. End on a good note.
5. Avoid unnecessary comments.
Respond to Simple Requests

Do not be afraid to ask for clarifications especially when there are things you do not
understand. When you do understand a task, it is important to confirm whether you
have received the message effectively.
Confirm Understanding
You could use short messages or nonverbal language to communicate your
understanding to your supervisor.
Examples of short responses:

• Understood.
• Yes, Sir/Ma’am.
• Noted, Sir/Ma’am.
Nonverbal language to showing understanding of simple requests

1. Thumbs up
2. Okay hand gestures
3. Nodding your head
4. Doing the instruction correctly.
Asking for Repetition and Clarification

There will be times when requests will be quite difficult to understand. However, the
challenge is that people find it hard to clarify questions because they feel shy or they
think that they are not eloquent enough. This topic will aid you in politely and
effectively asking for clarification in the workplace:
Examples:
• Could you please repeat your order, Sir/Ma’am?
• Sorry, I did not catch that. Would you care to repeat?
• Can we go over again, please?
• I would like to confirm that you would want me to...
• So, I should be...
• What would you like me to do?
Make sure to give yourself time to understand the instructions first. Repeat the
instruction to confirm, and if you still cannot understand the instruction, ask for
repetition of the request.


Make Simple Requests
(photo copied form TESDA Online Program)
Polite language is a good form of first impression. Using polite language in the
workplace, especially when requesting something, will make you appear more
agreeable in the workplace. Failing to use polite language when making requests will
make you seem rude or demanding.
Using the words, “Please”, “Thank you”, “Will you…”, is helpful in constructing polite
statements.
Example:
• May you please give this form to...
• I was wondering if I can have a glass of water, please.
• Thank you so much.
• May I have your name, please?


Do not forget to express your gratitude when people respond to your request. When
you fail to affirm the person by expressing your thanks, it may lead to negative
feelings. Saying even a simple “Thank you” can be uplifting to a person.
How about those who do not respond to your request? There will be times when
some people would not agree or respond to your request. However, the best way to
address this is to still approach them with kindness and professionalism.
Express Likes, Dislikes, and Interests
Different people have varying opinions, especially in the workplace. You will
encounter various people with different likes, dislikes, and interests. Thus, knowing
how to adapt to these kinds of situations will be helpful in dealing with your co-
workers and in avoiding misunderstanding and confusion.
The present simple past tense is used in order to talk about things you like or things
that interest you. The present simple tense can also be used to express dislike or
discomfort toward a certain person, activity, or situation. Whatever the likes or
dislikes of your co-workers may be, it is important to approach them kindly.
Here are some phrases or expressions that can assist you in expressing your likes,
dislikes, and interests:
Expressing your interest

• I love...
• I like...
• I enjoy...
• I am into...


• I am fond of...
Expressing your disinterest
You can use the negative forms of the verbs you used in expressing your likes in
order to show your dislike. For example:
• I am not into...
• I am not fond of...
• I am tired of...
• Maybe you can improve on this...
The most crucial part in agreeing or disagreeing is the way you deliver the
statement. Disagreeing should not come off as disagreeable or rude, and
expressing likes or interest should not come off as fake. Be genuine when
expressing that you like something, yet be kind when expressing disinterest.
Giving and Receiving Constructive Feedback

Sandwich Technique
A method known as sandwich technique is also helpful in expressing your criticism

or dislike in the workplace. Basically, the sandwich technique involves three steps:
1. Start with a positive comment.

2. Say the constructive criticism while still using an affirmative tone.
3. End with another positive observation or comment.


This is called the sandwich method because you “sandwich” a criticism between two
positive comments. Using the sandwich method helps in lessening the damage of a
negative statement and the same time, affirming the receiver of his/her efforts.
Scenario: A workmate is too energetic and positive every morning that it distracts
other employees from working. How would you confront this situation?
Using the sandwich method: "Janet, I noticed your bright aura every morning and it’s
just refreshing since it’s also encouraging to some of us here in the office. However, I
heard that it can somehow be a bit distracting to your other workmates, so let’s try to
balance the positive energy and the interactions between you and your workmates.
But it is encouraging Janet. Some have affirmed you for having an encouraging
aura."


SELF- CHECK 1.2-3
_____ 1. It is important to learn how to properly start and end conversations in the
workplace because these skills can help in leaving a good impression to your co-
workers and to other people you interact with in the workplace.
_____ 2. Clarify, Summarize, Repeat - illustrates the processes involved in asking for
repetition and clarification.
_____ 3 Using impolite language in the workplace, especially when requesting

something, will make you appear more agreeable in the workplace.
_____ 4. Different people have varying opinions, especially in the workplace. You
will encounter various people with different likes, dislikes, and interests. Thus,
knowing how to adapt to these kinds of situations will not be helpful in dealing with
your co-workers and in avoiding misunderstanding and confusion.
_____ 5. Using the sandwich method helps in lessening the damage of a negative
statement and the same time, affirming the receiver of his/her efforts. This is called
the sandwich method because you “sandwich” a criticism between two positive
comments.


ANSWER KEY 1.2-3
1. T
2. T
3. F
4. F
5. T


LEARNING OUTCOME 3
COMPLETE RELEVANT WORK – RELATED DOCUMENTS
CONTENTS:
1. Guidelines in Completing Relevant Work-Related Documents

2. Written Communication
3. Utilizing Electronic Media
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. Errors in recording information on forms/ documents are identified and

acted upon.
4. Reporting requirements to supervisor are completed according to

● Actual ● CBLM
workplace/
simulated
workplace


METHODOLOGIES:
▪ Group Discussion
▪ Lecture
▪ Self-paced learning
▪ Demonstration
▪ Role play
ASSESSMENT METHODS:
▪ Oral questioning
▪ Written examination
▪ Observation
Learning Outcome 3:


COMPLETE RELEVANT WORK – RELATED DOCUMENTS

Guidelines in Completing Relevant information
Work-Related Documents sheet. If you cannot understand its
contents, you may ask assistance
from
your facilitator.
Read information sheet 1.3-2 on information
Written Communication sheet. If you cannot understand its
contents, you may ask assistance
from
your facilitator.
Use the Performance Criteria
Checklist 1.3-2 to evaluate your own
work. After evaluating your work,
Perform Task Sheet 1.3-2
present your work to your trainer for
re- evaluation.
activities, you may proceed to next
Unit of Competency (Basic)

Guidelines in Completing Relevant Work-Related Documents


1. Identify different types of workplace forms; and
2. Accomplish relevant work-related forms
Introduction
It is unavoidable that as part of the workforce, you would need to submit work-related
documents. Documents are necessary to ensure formality and record-keeping in the
workplace. It can also demonstrate the professionalism of an employee. Forms may
include HR/Personnel forms, telephone message forms, safety reports, etc.
Written communication is just another mode of communication. Thus, it is important

for employees to be able to understand written texts, as well as create them. For this
unit, different workplace forms will be identified. In addition to that, guidelines that
must be followed when accomplishing written documents will also be tackled.
Workplace Forms and Documents

Most business operations rely on complete and accurate workplace documents for
communication, information management and record keeping. Your role may require
you to write emails and letters, and complete documents and reports
Determine authorizations and permissions

You might prepare documents to be signed by delegated persons, or be authorized
to sign certain documents yourself. Some information is protected by privacy and
confidentiality policies that determine who can see it.
Identify any rules and formats that apply

Organizations are often specific about how to present formal correspondence and
case management notes, as well as reporting and record keeping, including for legal
purposes. Workplace guidelines, templates and forms are often provided to ensure
that these tasks are completed correctly.
Check your information thoroughly

Misleading, incorrect or missing information is not only frustrating for the people who
process or refer to the information; it could have client service, financial, duty of care
or reporting implications for which your organization is legally liable. If you are in
rural or regional areas, incorrect information could delay important processes that
could severely affect your client. If you are unsure how to fill out forms or complete
documentation, always ask – don’t guess.


Administrative Protocols
A protocol is simply a set of rules that describe the standard way to approach a task.
Following administrative protocols means that you perform tasks in accordance with
your organization’s policies, procedures, and expectations.
Some of the areas covered by administrative protocols may include:

• designated officers required to approve or sign a document
• time frames set for completion or submission
• restrictions on who can access or use the information
• storage and archiving requirements
• obtaining comparative quotes for goods or services.
Communicating Your Message
On occasion, you may be required to develop a new form or document for a specific
purpose. The format you choose will be determined by the preference of your
organization. Whatever format you choose, pay particular attention to how well your
document conveys your message, through:
• its purpose, message and audience
• the layout of the information
• use of headings and paragraphs to make the document easy to read
• use of logos, disclaimers, privacy, and copyright statements.
Organizational Policies and Procedures
Procedures provide specific guidelines for completing a task, such as filling out and
submitting a form. The procedures are normally based on organizational policy,
which deals with broad issues, roles and functions relating to the specific area, such
as case management, workplace safety or purchasing.


If you are unsure of the policies or procedures that apply in your workplace, ask a
more experienced co-worker to assist you, or refer to your organization’s guidelines
or manuals. Procedures you must follow may be similar to the following examples:
Most business operations rely on complete and accurate workplace documents for
communication, information management and record keeping. Your role may require
you to write emails and letters, and complete documents and reports.
You might prepare documents to be signed by delegated persons, or be authorized

to sign certain documents yourself. Some information is protected by privacy and
confidentiality policies that determine who can see it.
Organizations are often specific about how to present formal correspondence and
case management notes, as well as reporting and record keeping, including for legal
purposes. Workplace guidelines, templates and forms are often provided to ensure
that these tasks are completed correctly.
Misleading, incorrect, or missing information is not only frustrating for the people who
process or refer to the information; it could have client service, financial, duty of care
or reporting implications for which your organization is legally liable. If you are in
rural or regional areas, incorrect information could delay important processes that
could severely affect your client. If you are unsure how to fill out forms or complete
documentation, always ask – don’t guess.
Types of Workplace Forms
Formal Letter
Block Letter
The most commonly used format for business letters is the Block format. In this
format, all the parts are aligned left. Block format uses single spacing.


Parts of a Business Letter
1. Date – State the month, date, and year that you wrote the letter.
2. Sender’s name and address – State your name and company address. This
part is sometimes no longer required when writing business letters.
3. Inside address – State the complete name of the receiver of your message. If
you can, also include his/her position in the organization. Also add the
address of her organization.
4. Salutation – Remember to use a colon ( : ) instead of a comma ( , ) since this

is a business letter.
5. Body Text – State the reason why you are writing the letter. Do not forget to
use a professional and affirmative note when writing the content of your letter.
6. Closing/ “Call to Action” – At the end, mention what your receiver needs to
do or how to reach you should there be follow-up questions.
7. Signature – End your letter with your signature. Use black or blue ink only.
Guidelines in Writing a Business Letter
1. Use a professional tone and save chatty, lengthy, and casual language for
email. Business letters should be professional sounding, yet friendly.
2. Be clear. Be straightforward when writing your letter. Avoid using jargon or

words that will not be understood by your receiver.
3. Organize your information well. Before writing your letter, you can write an
outline first to organize information first.
4. Know your reader. Write the appropriate message for your receiver. If they
follow a style guide or guidelines in their organization, use that format when
writing your letter.
5. Do not forget your “call to action”. Do not let your reader hang at the end. Let
them know what they should do after getting your letter. In addition to that, let
them know how they can reach you should they have follow-up questions.
6. Proofread! Check if there are any errors or information which you forgot to
add.


Letter of Insufficiency in Supply


Memorandum


(photo copied form TESDA Online Program)
A memorandum is a workplace document intended to point out and resolve issues.
1.) At the top of the page, type MEMORANDUM

2.) TO: (Intended receiver)
3.) FROM: (Sender of the memo)
4.) CC: (Carbon Copy/ other secondary receivers)
5.) DATE: (Date the memo is made)
6.) SUBJECT: (The problem that needs to be addressed)
7.) In writing the body, skip the salutation.
8.) Introduce the problem in the first paragraph.
9.) Suggest the needed solutions.
10.) Close the Memo with a warm note such as:
“I am looking forward to your response.”
11.) Sign your name below.
12.) Use Arial typeface unless your organization has a standard format.
Circular


A circular is a formal and official letter addressed to a group of people in the

workplace, a department, or a whole organization.
1.) Letter Indexing. The first line refers to the organizational level and the second
line refers to the specific department a circular is addressed to.
2.) Date
3.) Receivers
4.) Subject: (What the letter is all about)
5.) Body
6.) Sign off with “yours faithfully,”
7.) Sender’s name and position
Notice
Notices are short formal documents that are sent to send urgent or important
matters.


What a notice shall contain:
● Name of the issuing workplace or organization

● Date
● Eye-catching header
● Description of the header
● Purpose why it is written
● Other important details
Types of notices:
● Notice of an event
● Lost and Found notice
● Notice about future tours, camps, or fairs
SELF- CHECK 1.3-1

Multiple Choice: Choose the letter of the correct answer from the given choices.


1. A company wants to announce and congratulate its birthday celebrants for the
month of September. What work-related documents should they use?
a. Circular
b. Notice
c. Announcement
2. It is a set of rules that describe the standard way to approach a task which is in
accordance with the organization’s policies, procedures, and expectations.
a. Protocol
b. Organizational Guidelines
c. Checklist
3. It is an office document intended to point out and resolve issues.

a. Circulars
b. Notice
c. Memorandum
4. This can refer to specific guidelines for completing a task in the workplace, such
as filling out and submitting a form.
a. Organizational Policies
b. Administrative protocol
c. Organizational Procedures
5. This is a formal and official letter used to address a group of people in the
workplace, a department, or a whole organization.
a. Notice
b. Circulars
c. Memorandum
6. This is a short document used to send urgent matters.

a. Notice
b. Announcement
c. Memorandum
7. This refers to the most commonly used format when writing business letters.
a. Formal format
b. Simplified format
c. Block format
8. Which of the following is not a guideline when it comes to completing relevant

work-related documents?
a. Determine authorizations and permissions.


b. Check your information thoroughly.
c. Send urgent files without proofreading it.
9. Martha was not sure how to completely fill up a form to be submitted to the HR.
The HR staff are quite busy that day since they are preparing for a company-wide
event, so they are unable to assist her that time. What should Martha do?
a. Ask a more experienced co-worker to assist you or refer to company
manuals.
b. No longer submit the form since she is unsure how to accomplish it.
c. Turn in an incomplete form.
10. These are some guidelines in writing a Business Letter, except:

a. Use an unprofessional tone and save chatty, lengthy, and casual language
for email. Business letters should be unprofessional sounding, yet friendly.
b. Be clear. Be straightforward when writing your letter. Avoid using jargon or
words that will not be understood by your receiver.
c. Organize your information well. Before writing your letter, you can write an
outline first to organize information first.
ANSWER KEY 1.3-1

1. b
2. a
3. c
4. c
5. b
6. a
7. c


8. c
9. a
10. a

Written Communication
1. Identify the elements of an effective written communication; and

2. Demonstrate competence in constructing a work-related communication
through electronic means.
3. Determine how to utilize electronic media.
WRITTEN COMMUNICATION DEFINED


Written communication is characterized by the use of written words to deliver
information.
Anytime a person writes a message that will be sent along for someone else to read
and interpret, they are already using written communication.
A great advantage of written communication is that the message can be referred

back to at a later time, making it the best option for sending a lot of important
information at once.
In the workplace, the most commonly used written communication are

memorandum, letters, circulars, instant messages, fax, and emails.
TYPES OF WRITTEN COMMUNICATION
a. Transactional written communication

▪ The sole purpose of writing a transactional message is to get a response from
the person the message was sent to, or from the person with the best
information.
▪ Since this type of communication’s purpose is getting a response, it would be
best to use an online form of written communication.
▪ Online written communication tools, such as instant messengers, are perfect
for asking a brief question and getting the timeliest response possible.
b. Informational written communication

▪ Informational written communication requires the sender delivering a
message for the receiver’s benefit. Its main purpose is to inform the sender. It
does not require the recipient to respond to the communication received.
c. Instructional written communication

▪ This type of communication gives receivers directions for a specific task. If the
receiver is required to take action, it is important to make these messages
detailed and easy to understand.
ELEMENTS OF AN EFFECTIVE WRITTEN COMMUNICATION
Below are the elements that make up an effectively written document/

communication:
a. Clarity


▪ Clarity helps your reader understand what you are saying or, at least,
understand enough to know what questions they need to ask for further
clarification.
▪ It can be achieved through writing in simple language and sticking to
concrete, specific information.
b. Conciseness
▪ This refers to the process of writing where one gets to his/her point quickly
and efficiently.
▪ To achieve this, one must only include the details that are necessary to
communicate his/her point.
c. Tone
▪ Tone refers to the “voice” of your writing.
▪ In business writing, the tone should be one of professionalism blended with
varying degrees of formality and friendliness
d. Grammar and punctuation

▪ The use of proper grammar and punctuation are important to ensure that the
point you want to convey is getting across.
TIPS TO ENHANCE WRITING SKILLS
a. Know your goal before writing

▪ Having a clear goal in mind keeps your writing focused and clear. Lead with
the key point and follow up with the details needed to understand it.
▪ Organizing your message in this way gets the point across in a way that even
readers who might skim through it will understand.
b. Include only the need-to-know details

▪ After you’ve written your first draft, read through it and ask the following three
questions of every single sentence:
o Is the message clear and concrete?
o Is this detail necessary for the readers to understand the goal of the
message?
o Is this written as simply and as directly as possible?
c. Make use of outlines

▪ For longer texts such as a report, take the time to write out an outline to
organize your thoughts and determine the best way to organize the
information. Outlines can be invaluable resources as you write, because they
ensure that you make every necessary point in a logical order.


d. Keep it professional
▪ Regardless of who the recipient is, the safest approach in writing
communications is to assume that it could be shared to different audiences.
For this reason, it should always be written in a professional manner.
e. Edit thoroughly
▪ Read through everything two or three times. Besides proofreading for basic
grammar and spelling, pay attention to how it sounds. Ask basic questions
about the clarity and efficiency of what you have written.
Utilizing Electronic Media

Social Media

Because of the emergence of social media, different offices have enforced policies
regarding the proper use of them. Our social media accounts represent us and we
represent our companies. When using the social media, remember some of these
basic reminders:
● Stay professional and polite.
● Don’t spread gossip and malicious content.
● Don’t share personal information.
● Adhere to your organization’s social media policy
● When using social media as a workplace communication tool, stay professional

when chatting with others.
● You may talk informally if the conversation permits but never forget to address
people accordingly.
● Double check your messages or posts.


E-Mail
Electronic mail (e-mail) is the most commonly used medium of communication in the
workplace especially when you are communicating with people away from you.
Here are some rules when sending e-mails:

1. Always add a subject.
▪ Your subject should contain what your e-mail is about. Make your subject
sound professional. It should also be clear and concise. Avoid using ALL
CAPS as it may look like you are shouting to the receiver.
2. Know the difference between the BCc and the Cc.
▪ BCc stands for Blind Carbon Copy while Cc stands for Carbon Copy. When
you use the BCc, the email address of those you sent the message to will not
be visible to others. On the other hand, when you use the Cc, the e-mail
addresses will be seen by others. Use the BCc when the recipients do not
each other. This will ensure their privacy. You can use the Cc when the
recipients belong to the same workplace.
3. Address the recipient properly.
▪ Know your recipient. Know his/her full name and position. Add salutation.


4. Compose your e-mail as if composing a formal letter.
▪ Take note of your proper capitalization, punctuations, and grammar.
5. Be cautious when replying to all.
▪ Do not click reply to all if your message to a single person is not relevant to
others.
6. Check your attachments.
▪ If you have attachments, state it in your message.
Example:
Attached in this e-mail is…
Attached herewith...
▪ Rename the files before attaching it. Avoid sending files with informal titles.
▪ Make sure there really is an attachment if you say so.
▪ If you are sending large files, ask permission first. If the file is directed to the
drive, also state it in your e-mail.
7. Include sign-offs before your name.
Example:
▪ Sincerely,
▪ Respectfully yours,
▪ Regards,
8. Limit your signature to 5-6 lines only.


Fax Machine
A facsimile or fax machine is used to send a document electronically to another fax

machine. Fax machines operate on phone networks.
To send a document:
▪ You need to have a fax machine and a working telephone.

▪ Make sure your machine has ink (toner) and paper.
▪ Take the document you want to send and place it in the feeder. Make sure it
is placed properly in the correct direction.


▪ Dial the number you want to send the document to.
▪ Press send.
In receiving a document:
▪ Do not answer the phone when a fax document is being sent.
Set it to automatic if you want to receive a document
Text Messaging
Nowadays, Short Message Service (SMS) or text messaging is one of the most used
mediums when doing business transactions. However, it must be utilized with care.
Here are some guidelines should you decide to use text messages to communicate
with your communication sources:
1. Make sure that the message you are sending is appropriate to send via SMS. As
much as possible, it is more appropriate to use email in the workplace. However,
SMS can be used for urgent requests or when you immediately need feedback.
2. Do not send messages after work hours. Do not call a client to remind them of an
appointment during the wee hours of the night—may it be text or call.
3. Keep it short and simple. Also avoid use of abbreviations and emoticons.
4. Use correct grammar and punctuation.
5. Write text messages as if you were writing a formal business letter or email.


SELF- CHECK 1.3-2
Test I.
_____ 1. An instant message is considered a written communication.
_____ 2. Conciseness can be achieved through writing in simple language and

sticking to concrete, specific information.


_____ 3. The sole purpose of writing a transactional message is to get a response
from the person the message was sent to, or from the person with the best
information.
_____ 4. Informational written communication requires the sender delivering a

message for the receiver’s benefit.
_____ 5. Clarity is the process of writing where one gets to his/ her point quickly and
efficiently.
Test II.
Multiple Choice: Choose the letter of the correct answer from the given choices.
1. It is a tool used to send physical documents electronically via a telephone line.
a. E-mail
b. Telegram
c. Facsimile
2. What is the difference between Blind Carbon Copy (BCc) and Carbon Copy (Cc)?
a. BCc is used when you want to announce to everybody that they are getting
a copy of the e-mail or the message.
b. When using BCc, the email address of those you sent the message will not
be visible to others. Meanwhile, all e-mail addresses will be seen when
using Cc.
c. There is no difference between BCc and Cc and they can be used in the
same manner.
3. Which of the following is not a guideline when it comes to utilizing social media?
a. Adhere to the organization’s social media policy.
b. Stay professional and polite.
c. Post every detail of your life on social media, so that everyone is aware.
4. Your boss tasked you to gather the company’s opinion if it is already time to
replace the old printer. You are tasked to give out survey forms to your
colleagues. In what form should you distribute these survey sheets?
a. Post it on Facebook – Post a status on Facebook and tag all the
employees in your company.
b. Fax Message – Send out individual fax messages to each employee via
fax machine.
c. E-Mail – Send out the survey sheets via e-mail and let them send
feedback through e-mail too.


5. What does SMS means?
a. Short Message Service
b. Social Media Servicing
c. Small Medium Size
ANSWER KEY 1.3-2

TEST I.
1. T
2. F
3. T
4. T
5. F
TEST II.
1. c
2. b
3. c
4. c


5. a
TASK SHEET 1.3-2

Title: Composing an E-mail
Performance Objective: Given the necessary tools, materials and equipment,
you should be able to compose an e-mail following
accepted standards within 30 minutes.
Supplies/Materials: 3 sample quotation documents
Equipment: laptop with internet connection

printer with ink
Steps/Procedure:
1. Observe safety and proper sanitation.

2. Prepare the necessary tools, equipment and materials.
3. Follow the steps/procedures below:
A. Read and analyze the given situation below:
SITUATION: Recently, your company disseminated information that it is


looking for suppliers for 40 units of laptop computers. Three companies
sent their quotations through e-mail. Your supervisor requested you to
reply to the company with the lowest quotation and inform them that your
company would like to meet their representative on the afternoon of 20
August 2020. A communication letter signed by the Director of your
company is ready for attachment in the e-mail that you will be
composing.
B. Identify the e-mail addresses of the appropriate persons who should
be included in the recipient list.
C. Identify an appropriate subject for the e-mail.
D. Compose a message containing the required information to convey
the message to its recipient.
E. Attach the scanned communication letter from your company.
F. Perform spelling and grammar check prior to sending the e-mail.
G. Click Send.
4. Clean the area and return the tools/materials to its designated place.
Assessment Methods:
▪ Demonstration
PERFORMANCE CRITERIA CHECKLIST 1.3-2
Composing an E-mail
Trainees Name: ___________________ Date: _______________
CRITERIA YES NO
Did you…
Observe safety and proper sanitation?
Prepare the necessary tools, equipment and materials?
Read and analyze the situation?
Identify the e-mail addresses of the appropriate persons
who should be included in the recipient list?
Identify an appropriate subject for the e-mail?
Compose a message containing the required information to
convey the message to its recipient?
Attach the scanned communication letter from your
company?
Perform spelling and grammar check prior to sending the
email?
Click Send?
Clean the area and return the tools/materials to its
designated place?


Finish the task within the allotted time?
For satisfactory achievement, all items should receive a yes response.
Comment/s:
JEFORD M. SALAGUBANG
Name and Signature of Trainer
REFERENCES
5 Workplace Etiquette Tips Every Professional Should Know. (2020). Retrieved from
Columbia University Center for Career Education:
https://www.careereducation.columbia.edu/resources/5-workplace-
etiquettetips-every-professional-should-know#gsc.tab=0
A Dictionary of Computing. (2019). electronic filing. Retrieved from enyclopedia.com:

https://www.encyclopedia.com/computing/dictionaries-thesauruses-
picturesand-press-releases/electronic-filing
Cherry, K. (2020, January 11). Types of Nonverbal Communication. Retrieved from

Very Well Mind: https://www.verywellmind.com/types-of-
nonverbalcommunication-2795397
Communication Studies. (2020). Retrieved from Wordpress:

https://www.communicationstudies.com/communication-theories/proxemics
Definition of Etiquette. (2020). Retrieved from Collins:

https://www.collinsdictionary.com/dictionary/english/etiquette
Harley, J. M. (2016). Emotions, Technology, Design, and Learning. Retrieved from


ScienceDirect: https://www.sciencedirect.com/topics/psychology/facialexpression
Information Literacy: 12. Primary & Secondary Sources. (2020, May 4). Retrieved
from Willamette University: https://libguides.willamette.edu/information-literacy
Juneja, P. (n.d.). Employee Etiquette - Codes of Conduct necessary for an Individual

at Work. Retrieved from Management Study Guide:
https://www.managementstudyguide.com/employee-etiquette.htm
Lohrey, J. (2019, January 25). The Importance of Information Storage & Retrieval
Systems in an Organization. Retrieved from Chron:
https://smallbusiness.chron.com/importance-information-storage-retrievalsystems-
organization-75891.html
Merriam-Webster, I. (2020). Merriam - Webster. Retrieved from

https://www.merriamwebster.com/dictionary/communication
Nordquist, R. (2020, February 11). Retrieved from ThoughtCo.:
https://www.thoughtco.com/what-is-communication-1689877
Novak, M. C. (2019, March 25). Essential Skills for Written Communication.

Retrieved from G2 Learning Hub: https://learn.g2.com/written-communication
Richinick, M. (2020, April 17). WORKPLACE ETIQUETTE: 21 DOS AND DON’TS

OF THE WORKPLACE. Retrieved from Northeastern University Graduate
Programs: https://www.northeastern.edu/graduate/blog/workplace-etiquette/
Segal, J., Smith, M., Robinson, L., & Boose, G. (2019, June). Nonverbal
Communication. Retrieved from Help Guide:
https://www.helpguide.org/articles/relationships-
communication/nonverbalcommunication.htm
SkillsYouNeed.com. (2020). Retrieved from

https://www.skillsyouneed.com/learn/sourcesinfo.html#:~:text=There%20are%2C%2
0however%2C%20many%20other,(ma
n%2Dmade%20objects).
SkillsYouNeed.com. (2020). What is Communication. Retrieved from Skills You
Need:
https://www.skillsyouneed.com/ips/what-is-communication.html
Telephone Etiquette. (2020). Retrieved from Bloomsburg University:

https://intranet.bloomu.edu/technology/phone/etiquette


toppr. (2020). Retrieved from
https://www.toppr.com/guides/businessstudies/directing/communication/
Written Communication Skills: Definitions and Examples. (2020, February 14).

Retrieved from Indeed: https://www.indeed.com/career-
advice/careerdevelopment/written-communication-skills#2
TESDA Online Program: 21st Century Skills (Participating in Workplace

Communication) : https://www.e-tesda.gov.ph/course/view.php?id=56



Basic UC1 - Participating in Workplace Communication

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Basic UC1 - Participating in Workplace Communication

Uploaded by

Copyright:

Available Formats

COMPETENCY-BASED LEARNING MATERIAL

TECHNICAL EDUCATION AND SKILLS

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 1 of

Welcome to the Module Participating in Workplace Communication. This

Recognition of Prior Learning (RPL)

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 2 of

List of Basic Competencies for NC II Qualifications

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 3 of

UNIT OF COMPETENCY: Participate in Workplace Communication

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 4 of

SUMMARY OF LEARNING OUTCOMES:

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 5 of

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 6 of

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 7 of

Read information sheet 1.1-1 on Read and understand the

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 8 of

Answer self-check 1.1-2 Compare answers with Answer Key

Compare answers with Answer Key

INFORMATION SHEET 1.1-1

After reading this INFORMATION SHEET, you must be able to:

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 9 of

CATEGORIES AND MEDIUM OF COMMUNICATION

a. Verbal/ Spoken Communication

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 10 of

b. Non – Verbal Communication

 As its name implies, this category is relayed without the transmission of

 It may be transmitted to the receiver through the following:

 This category covers all forms of communication which are transmitted

BARRIERS TO EFFECTIVE COMMUNICATION

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 11 of

 These usually occur due to use of wrong words, use of jargons,

 These are affected by factors related to the organizational structure,

 An example of this barrier is the presence of rigid rules, regulations and

 These barriers are brought about by personal factors and preferences by

 Examples may be differences in perceptions and points of view,

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 12 of

MATCHING TYPE: Classify the medium of communication identified in Column A.

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 13 of

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 14 of

After reading this INFORMATION SHEET, you must be able to:

These sources are classified as internal and external sources.

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 15 of

(photo from TESDA Online Program)

● Take responsibility and be a good example

● Discuss communication issues

Participating in Workplace Date Developed: Document No.

Electrical Installation and Developed by: Revision No. Page 16 of

● Keep a tight agenda

● Ask for questions from others

As its name implies, this category is relayed without the transmission of

It may be transmitted to the receiver through the following:

This category covers all forms of communication which are transmitted

These usually occur due to use of wrong words, use of jargons,

These are affected by factors related to the organizational structure,

An example of this barrier is the presence of rigid rules, regulations and

These barriers are brought about by personal factors and preferences by

Examples may be differences in perceptions and points of view,