Module Housekeeping With Answer 060823

Cherry S.
Sayles
Module 1: Participating in Workplace Communication (NC II Level) Learner’s Handbook
Work Readiness Modules on 21st Century Skills | USAID Opportunity 2.0 Program| Philippines Page 2
Acknowledgements
Education Development Center (EDC) would like to thank the staff of the USAID Opportunity 2.0
Program, Philippines local team, and the Technical Education and Skills Development Authority’s (TESDA)
National Institute for Technical Education and Skills Development (NITESD) through its Curriculum and
Training Aids Division (CTADD), whose invaluable insights guided the adaptation of this curriculum.
Opportunity 2.0 aims to provide opportunities for second-chance education for vulnerable out-of-school
youth (OSY) by collaboratively working with TESDA in strengthening its technical education and training
systems to develop, deliver and monitor workforce readiness and technical-vocational training programs
that will prepare large numbers of out-of-school youth to transition to further education and training,
immediate jobs and self-employment opportunities. In line with this objective, Opportunity 2.0 has
developed the Work Readiness Modules on 21st Century Skills which are appropriate for self-directed
learning or modular learning delivery.
The Work Readiness Modules on 21st Century Skills is an adaptation of EDC’s globally recognized Work
Ready Now. The curriculum addresses the TESDA Amended Competency Standards for Basic
Competencies Integrating 21st Century Skills which were promulgated on July 9, 2019.
© 2020 Education Development Center, Inc.

This content may not be produced without the permission of Education Development Center or the United States
Agency for International Development.
This curriculum is made possible by the generous support of the American people through the United States Agency
for International Development (USAID). The contents are the responsibility of Education Development Center, Inc.
and do not necessarily reflect the views of USAID or the United States Government.
EDC 43 Foundry Avenue Waltham, MA 02453 Education Development Center (EDC) is a global
nonprofit that advances lasting solutions to improve
Contact: youth-intl@edc.org education, promote health, and expand economic
opportunity.
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implementing, and evaluating powerful and innovative
programs in more than 80 countries around the world.
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Contents
Introduction ................................................................................................................................ 5
Summary of Learning Outcomes ......................................................................................................... 11
Module Overview ...................................................................................................................... 11
Session 1: Obtain and Convey Workplace Information ................................................................ 13
Activity 1: Introductory Activity & Pre-Module Learner’s Reflection ..................................................... 15
Activity 2: Communication Sources ...................................................................................................... 21
Activity 3: Getting the Right Information in the Right Way ................................................................... 28
Activity 4: Conveying Messages and ideas in the Workplace ................................................................ 34
Activity 5: Communication Protocols and Procedures: Lines of Communication and Communication
Storage ................................................................................................................................................ 43
Session 2: Perform duties following workplace instructions ........................................................ 52
Activity 6: Interpreting and Following Routine Written Instructions ..................................................... 53
Activity 7: Interpreting and Implementing Instructions Following a Meeting ........................................ 60
Activity 8: Seeking Clarification and Giving Feedback on Instructions Received .................................... 63
Activity 9: Identifying Relevant Workplace Documents and Forms ....................................................... 73
Activity 10: Writing a Business Letter ................................................................................................... 78
Activity 11: Guidelines in Completing Workplace Documents and Forms ............................................. 80
Session 4: Review & Assessment ................................................................................................ 89
Activity 12: Module 1 Review and Application and Post-Module Learner’s Reflection .......................... 89
Activity 13: End-of-Module Assessment ............................................................................................... 94
Introduction
Goals of the Self-Directed Work Readiness Modules on 21st Century Skills
Welcome to the Self-Directed Work Readiness Modules on 21st Century Skills! These modules will
help prepare you to transition to further education and training as well as equip you with the
knowledge and skills necessary to successfully find work or start your own business. The
curriculum addresses the TESDA Competencies for 21 st Century Skills.
Upon completion of the NC 2 modules, you will be able to:
✓ Communicate workplace information

✓ Follow workplace instructions
✓ Fulfill your role in a team and help your team reach its goals
✓ Solve and address general workplace problems
✓ Make life decisions that help you reach your career goals
✓ Be innovative and find opportunities to do things better and implement ideas for change
✓ Gather, assess and present information
✓ Understand and follow safety and health compliance requirements and procedures
✓ Follow effective sustainability practices and use resources efficiently
✓ Practice entrepreneurial best practices and make cost effective choices
Organization and Learning Approach of the Modules
There are nine Work Readiness modules on 21st Century Skills, all aligned with TESDA’s
Competency Standards for Basic Competencies’ Thematic Areas, Units of Competencies,
Elements and Performance Criteria. Commented [MTCM1]: I think the language should
evolve around “TESDA………..” and not DepED ALS K-12
The main modules and topics of the curriculum include: Basic Education Curriculum
1. Participating in Workplace Communication: obtaining and conveying workplace

information; performing duties following workplace instructions; completing relevant work-
related documents
2. Working in a Team Environment: describing your team’s role and scope; 2. identifying your
role and responsibility within a team; working as a team member
3. Solving and Addressing General Workplace Problems: identifying routing problems;

looking for solutions to routine problems; recommending solutions to routine problems
4. Career Development and Life Decisions: managing your emotions; developing a reflective
practice; boosting your self-confidence; regulating your responses
5. Contributing to Workplace Innovation: identifying opportunities to do things better;

discussing and developing ideas with others; integrating ideas for change in the workplace
6. Presenting Relevant Information: gathering data and information; assessing the

information you gathered; recording and presenting information
7. Practicing Occupational Safety and Health Policies and Procedures: identifying

occupational safety and health (OSH) compliance requirements; preparing OSH
requirements for compliance; performing tasks in accordance with OSH policies and
procedures
8. Exercising Efficient and Effective Sustainable Practices in the Workplace: identifying the
efficiency and effectiveness of resource utilization; determining the causes of inefficiency
or ineffectiveness of resource use; convey inefficient or ineffective environmental practices
to others
9. Practicing Entrepreneurial Skills in the Workplace: applying and communicate

entrepreneurial best practices in the workplace; implement cost-effective operations
Work Exposure Activities
In each module, you will do tasks that will get you out into your community, into real workplaces.
You will learn by looking and talking to people. (These can be modified if there are active health
and movement restrictions in place.) You will observe and learn about how businesses work and
take notes about what you see. You will talk to employees and business owners or managers.
This helps you to make more informed career choices and have realistic expectations about the
working environment. You will be prepared for future work immersion, jobs or running your own
small business.
Work Readiness Modules on 21st Century Skills Self-Directed Learning Approach
The Work Readiness Modules on 21st Century Skills are meant to be engaging and interactive. Commented [MTCM2]: Is it ok to use this or just say
“The Work Readiness Modules on 21st Century Skills” to be
Even though it is a self-directed learning approach, there are many opportunities to be learning consistent.
through interacting with others, including other learners, your trainers, your family and friends
and people in the community such as business owners, employers, managers and employees.
Sometimes you will be reading, writing and reflecting about new topics. You will also be given
opportunities to practice, apply, analyze or synthesize the content and skills you are introduced
to.
As you move through the modules, you will notice that they are organized in the same way. Each
module starts out with the TESDA unit description and learning outcomes and an overview of
activities and recommended time to complete the activities. Each module has a list of written
assignments and skills demonstration box which lists the activities that will help you develop
your skills. Some of these will be measured using a rubric. A module begins and ends with a
learner reflection (self-assessment) which is used as a skills check. There is also a short end-of-
module assessment (quiz) at the end of each module. You will also find key to correction at the
tail end pages of each module where you can check your answers to quiz as well as appropriate
responses to exercises and activities.
Modules are divided into sessions which correspond to the learning outcomes. Each session
contains 2 – 5 activities. At the beginning of each session, you will find a table that links the
session to TESDA’s performance criteria. Each session typically has 3 or more performance
criteria.
Performance Criteria:
1.1
1.2
1.3
This is followed by a textbox containing the key topic and learning points of the session.
 Key Topics and Learning Points 
1.
2.
3.
Then there are the main activities, including that activity name, objectives, time required and a
variety of tasks for you to do.
Activity X: Name
Objectives:
✓
✓
✓
 Recommended Time: 90 minutes
The tasks are represented by icons. Some of the icons you will see include:
Read and write
Read (sort paragraphs that are not key facts)
 Write (Short writing tasks)
Think or reflect (quick reflection on your own)
Dialogue/talk with others
 Key Facts: [X.X and Name] Information to read about the topic
Let’s Exercise: [Task Name] – This section is for comprehension check questions
and practice tasks to ensure that you have understood concepts before moving to
application.
Let’s Apply: [Task Name] – This section is for application of concepts learned. You
are putting the information learned into action and applying it to your own life.
Think About It!
This section encourages you to express your opinions to family and friends about a topic.
Start a discussion with them face to face, via text, chat, or whatever means available and
comfortable to you. It’s always great to share your ideas and hear more points of view. ☺
Sharing is Caring
This section encourages you to share your output to family and friends. You worked hard
on this so now it is time to tell others about the task you have just completed. Do it face to
face, via text, chat, or whatever means available and comfortable to you. It’s always great
to share your thoughts and hear feedback from people who care. ☺
Your trainer will inform you if you are to write directly in your handbook or if you are to write in
a notebook. There is space to respond to questions, and each session includes a page of writing
space.
Requirements
There are a number of requirements that you will need to fulfill to pass each module, which
corresponds to each unit of competency of the TESDA’s Competency Standards for Basic
Competencies:
1. Learner Reflection at the beginning and end of each module.
2. Written Assignments: Please complete all written work in the module. Part of your skills
evaluation and module completion is done through completing the written assignments
outlined at the beginning of the module. Some of the assignments will be used to
evaluate your skills, and each module has at least one rubric for this purpose.
3. End-of-Module Assessment.
Support from TESDA Trainers
A TESDA trainer will be there to support you throughout the modules. The trainer will check in
with you several times a week by phone, email, WhatsApp, Facebook messenger or in person to
answer any questions you have and to monitor the progress you are making with assignments
and activities. They are a great resource and will be able to help you when you do not
understand something or want to know more about the session.
Good luck on your journey and have fun! By the time you finish with the modules, you will be
well prepared to continue with your education, find a job or start your own business. Thank you!
Module 1: Participating in Workplace Communication

(NC II Level)
A Unit of Competency under the Basic Competency on Communication
“To effectively communicate, we must realize that we are all different in the way we perceive
the world and use this understanding as a guide to our communication with others.”1 -
Anthony Robbins (author, coach, motivational speaker)
(Dapat nating tandaan na iba-iba ang paraan ng tao sa pagpapakahulugan sa kanyang paligid.
Gamitin natin ang kaalamang ito upang magabayan tayo tungo sa mabisang komunikasyon.)
Unit Code: 400311210

Unit Descriptor: This unit covers the knowledge, skills, and attitudes required to
gather, interpret and convey information in response to workplace requirements.
Summary of Learning Outcomes
Upon completion of the module you will be able to:
✓ L.O. 1 - Obtain and convey workplace information

✓ L.O. 2 - Perform duties following workplace instructions
✓ L.O. 3 - Complete relevant work-related documents
Module Overview
 Activity  Recommended Time
 Session 1: Obtain and convey workplace information (L.O. 1)
1. Introductory Activity & Pre-Module Learner’s Reflection (30 – 40 minutes)
2. Communication Sources 30 – 40 minutes
3. Getting the Right Information in the Right Way 30 – 50 minutes
4. Conveying Messages and ideas in the Workplace 30 – 50 minutes
5. Communication Protocols and Procedures: Lines of 30 – 40 minutes
Communication and Communication Storage
 Session 2: Perform duties following workplace instructions (L.O. 2)
1
Arismawan, D. (n.d.). https://quotescover.com/tony-robbins-quote-about-communication.
6. Interpreting and Following Routine Written Instructions 40 – 60 minutes

7. Interpreting and Implementing Instructions Following a 40 – 60 minutes
Meeting
8. Seeking Clarification and Giving Feedback on Instructions 40 – 60 minutes
Received
 Session 3: Complete relevant work-related documents (L.O. 3)
9. Identifying Relevant Workplace Documents and Forms 40 – 60 minutes
10. Writing a Business Letter 40 – 60 minutes
11. Guidelines in Completing Workplace Documents and Forms 40 – 60 minutes
 Session 4: Review & Assessment (L.O. 4)
12. Module 1 Review and Application, and Post-Module (45 - 60 minutes)
Learner’s Reflection
13. End of Module Assessment (15 - 30 minutes)
Total Time 6 – 9 hours
Written Assignments
Please complete all written work in the module. Part of your skills evaluation and module
completion is done through completing the following written assignments:
❑ Modes of Communication & Examples of Media of Communication table (Activity 2)

❑ Let’s Exercise: Choosing a Form of Communication (Activity 4)
❑ Let’s Apply: Lines of Communication and Storage of Information (Activity 5)
❑ Let’s Exercise: Clarification on Written Instructions (Activity 8)
❑ Let’s Exercise: Roles and Responsibilities in the Workplace (Activity 8)
❑ Table on Types of Workplace Documents (Activity 9)
Skills Demonstration
The following activities are intended to help you develop the skill that this module is written
for:
❑ Let’s Apply: Practicing Effective Ways to Receive Information (Activity 3)

❑ Let’s Apply: Practicing Effective Ways to Convey Information (Activity 4)
❑ Let’s Apply: Interpreting Instructions Presented in Pictures (Activity 6)
❑ Let’s Apply: Interpreting and Carrying Out Instructions Following a Meeting (Activity 7)
❑ Let’s Exercise: Providing Feedback to a Supervisor (Activity 8)
❑ Let’s Apply: Writing a Business Communication (Activity 9)
❑ Let’s Apply: Completing Workplace Documents and Forms (Activity 11)
❑ Let’s Apply: Performance Task – Receiving and Responding to Instructions (Activity 12)
Session 1: Obtain and Convey Workplace Information
1.1 Specific and relevant information is accessed from appropriate sources
1.2 Effective questioning, active listening and speaking skills are used to gather and
convey information
1.3 Appropriate medium is used to transfer information and ideas
1.4 Appropriate nonverbal communication is used
1.5 Appropriate lines of communication with supervisors and colleagues are

identified and followed
1.6 Defined workplace procedures for the location and storage of information are
used
1.7 Personal interaction is carried out clearly and concisely
1. Modes and media of communication

2. Strategies on how to give and receive information
3. Choosing appropriate forms of communication
4. Workplace behaviors and attitudes and the effect on communication
5. Lines of communication in the workplace
6. Information storage
 Modes of communication take different forms: verbal, nonverbal, written or visual
 There are many different media of communication used at home and in the workplace,
some of which involve face to face interaction, some through written means such letters,
texts and record keeping forms, and other that are more visual such as posters,
photographs and videos.
 When giving or receiving information, make sure it is accurate, based on fact (not on
emotions or biased),relevant and current.
 When giving and receiving information, use active listening skills, speak clearly and
confidently and use the appropriate nonverbal communication skills to show you are
engaged.
 Use appropriate workplace behaviors to successfully be able to give and receive

information in the workplace.
 When choosing an appropriate form of communication to share information, consider your

audience, the purpose of the communication and what type of response you might need
(ex. Immediate, written…)
 An information management system (electronic and/or manual) enables people to capture,

process, store and retrieve information. When a system is well organized, it will help a
business run more efficiently and be more productive.
 Be sure to respect your business’ protocol and procedures regarding communication and
sharing information.
Activity 1: Introductory Activity & Pre-Module Learner’s Reflection
Objectives:
✓ Recall prior knowledge about communication from NC I or other experiences

✓ Assess the level of experience you have in workplace communication through
taking a Learner’s Reflection
 Recommended Time: 30-40 minutes
 Welcome to Module 1 – Participating in Workplace Communication (NC II). This module

will help you give and receive workplace information through appropriate channels,
prepare verbal and written communication and enable you to store that information
following workplace procedures. Before we proceed with this module, let us try
recollecting our ideas on what we know about communication. As a start, write at least
four ideas that you think about when you hear the word communication.
Communication
Communication is a two-way process where you need to speak and listen well and ask for
clarification when necessary. It is the process of exchanging information and ideas, verbally and
non-verbally, and through a variety of ways. Businesses need effective workplace communication
in order to function well and succeed.
Read the quote at the beginning of the module and answer the questions. “To effectively
communicate, we must realize that we are all different in the way we perceive the world
and use this understanding as a guide to our communication with others.”
1. What does the quote mean and how does it apply to you?
2. Think of an example from your life when you understood something differently from the
intent of the person with whom you were communicating (or when you were trying to
communicate a message but it was not understood the same way). What happened?
3. What actions can you take when giving or receiving information to avoid
misunderstanding?
4. This module will focus on participating in workplace communication. What do you think is
the relevance between the quote and communication at work?
Sharing is caring
This section encourages you to share your output to family and friends. You worked hard on
this so now it is time to tell others about the task you have just completed. It’s always great
to share your thoughts and hear feedback from people who care ☺
Go ahead and share the quote with family or friends and discuss the questions. Ask them to
share any experiences they have had in the workplace that are related to the meaning of the
quote.
Pre-Module Learner’s Reflection: Participating in Workplace Communication (NC II Level)

Start-of-Module Skills Check
This is not a test but is a way for you to see what you already know or do not know about the
topics. You will read a skill that is listed in the left column. Think about yourself and your
experience. Then read the statements across the top. Check the column that best represents your
situation. The results will help you and your teacher know which topics may require more time,
effort and guidance.
Ito ay hindi pagsusulit. Ito ay isang paraan upang malaman mo ang iyong kaalaman, kasanayan o
kakayahan tungkol sa paksang ito. Basahin mo ang mga kaalaman, kasanayan o kakayahan na
nakalista sa kaliwang hanay. Magbalik‐tanaw sa iyong sarili at mga karanasan. Basahin ang lahat
ng mga pangungusap at i‐tsek ang sagot na naaangkop sa iyong sitwasyon. Ang iyong kasagutan
ay magiging gabay mo at ng iyong guro sa pagpapalawak ng iyong kaalaman tungkol sa paksang
ito.
My experience 1 2 3 4
I don’t I have very I have I have a lot
Knowledge, skills and abilities have any little some of
experience experience experience experience
Kaalaman, kasanayan at kakayahan doing this. doing this doing this. doing this.
Wala Kaunting- Mayroon Marami

akong kaunti akong akong
karanasan lamang karanasan karanasan
sa ang sa sa
paggawa karanasan paggawa paggawa
nito ko sa nito nito
paggawa
nito
Identify modes and media of
communication / ✔
Matukoy ang iba’t ibang paraan ng
pakikipagkomunikasyon.
Check that information to be given or
received is accurate and reliable /
Masuri kung ang impormasyong ✔
binigay o tinanggap ay totoo, tama
at katiwa-tiwala.
Identify ways in which to effectively
receive information /
Matukoy ang mga paraan ng
mabisang pagtanggap ng
✔
impormasyon.
Demonstrate ways in which to
effectively receive information /
Maipakita ang mga paraan ng ✔
mabisang pagtanggap ng
impormasyon
Identify strategies to effectively
convey messages and information for
different situations in the workplace /
Matukoy ang mga paraan upang ✔
mabisang makapagbigay ng
mensahe at impormasyon sa iba’t
ibang sitwasyon sa trabaho.
Use workplace behaviors and
attitudes that will help you effectively
give and receive information /
Gumamit ng mga angkop na galaw ✔
at pag-uugali sa trabaho upang
mabisang makapagbigay at
makatanggap ng impormasyon.
Prepare for meetings that will help
you effectively give and receive
information /
Makapaghanda sa pagpupulong
upang mabisang makatanggap at ✔
makapagbigay ng impormasyon
Describe different ways of storing
communication and information /
Mailarawan ang iba’t ibang paraan ✔
sa pagtatago ng impormasyon at
komunikasyon
Identify and respect the lines of
communication in the workplace /
Matukoy at marespeto ang linya ng ✔
komunikasyon sa trabaho.
Apply strategies that will help you
understand written and visual ✔
instructions /
Makagamit ng mga estratehiya na

makatutulong na intindihin ang mga
pasulat at paguhit na panuto.
Practice steps to interpreting and
carrying out instructions following a
meeting /
Masubukan ang mga hakbang upang
intindihin at gawin ang panuto ✔
matapos ang pagpupulong
Seek clarification when instructions
are not understood / ✔
Humingi ng paglilinaw sa mga
panutong hindi naintindihan
Provide feedback to supervisor on
instructions and tasks to be carried
out /
Makagbigay ng feedback sa bisor sa ✔
mga panuto at gawaing kailangang
gawin
Identify rights and responsibilities of
employers and employees / ✔
Matukoy ang mga karapatan at
tungkulin ng isang empleyado at
bisor or may-ari
Develop an awareness of the
conditions of employment and speak
with a supervisor when the
conditions are not being met / ✔
Maunawaan ang mga kondisyon sa
trabaho at kumausap ng bisor kung
sakaling hindi natutupad ang mga ito
Identify workplace documents and
forms /
Matukoy ang mga dokumento para ✔
sa trabaho
Categorize workplace documents and
forms into business-related record
keeping procedural and informational
documents, and forms of
communication /
Maigrupo ang mga dokumento ayon
✔
sa kanilang uri.
Identify the main parts of a business

letter /
Matukoy ang iba’t ibang bahagi ng ✔
liham pangkalakal
Apply good practices in writing a
business letter /
Magamit ang mabisang hakbang
tungo sa pagsusulat ng mahusay na ✔
liham pangkalakal
Recognize templates for some
workplace documents and forms /
Matukoy ang mga templates para sa
ilang dokumento sa trabaho ✔
Record data and information on
standard workplace forms and
documents /
Maisulat at maitago ang
impormasyon at datos gamit ang ✔
dokumentong nakasunod sa
pamantayan ng trabaho
Obtain and convey workplace
information / ✔
Makakuha at makapagbigay ng
impormasyon mula sa trabaho
Perform duties following workplace
instructions /
Maisagawa ang mga tungkulin
alinsunod sa panuto sa trabaho
✔
Complete relevant work-related
documents /
Masagutan ang mga angkop na
dokumentong may kinalaman sa
trabaho
✔
Activity 2: Communication Sources
Objectives:
✓ Identify modes and media of communication

✓ Name ways in which to communicate electronically
✓ Check that information to be given or received is accurate and reliable
 Recommended time: 20-40 minutes
Read the story about a workplace situation described below. Invite 1 of your family
members, friend or home companions to do a role play. Assign them to take the roles of
the characters mentioned in the scenario.
Scenario at Hardware Store
A customer enters a hardware shop where Marian is working as sales associate.
Marian: “Hi, Sir!”
Customer: “I saw this new plumbing tool on Facebook – an adjustable pipe wrench - and it says
it’s available here. In which section can I find this tool?”
Marian, who is distracted by her phone, mumbles the directions and points to a particular
section where the customer should go. The customer, however, was not able to understand the
directions. He started to ask Marian for clarification but her phone rang and she quickly
answered, turning away from him. Frustrated, he began walking up and down the aisles in
search of the adjustable pipe wrench.
Finally, he goes back to Marian and asks:
Customer: “Do you have a shop directory or a store map which I could use to locate this plumbing
tool?”
Marian: Marian rolls her eyes, wondering why on earth the customer could not figure it out. “Let
me see if we have one, yes here is it, our shop directory listing all the aisles and an accompanying
map. You can go ahead that way, find this tool yourself. You may also use our interactive map in
the computer available at the counter area if you want.”
Upon receipt of the map, the customer went straight ahead to find the tool but in dismay, he
was not able to locate it. He went to counter to look at the interactive map on the computer and
it looked very different from the one he had in his hand. He became frustrated, went back to
Marian and shouted at her in disappointment. Marian checked the directory/map she had given
him and realized it was an obsolete one. Feeling disgusted with the service, the customer rushed
out of the store while shouting about their poor service.
Marian’s supervisor arrived just as the customer was shouting and leaving the store. She called
Marian over to hear what happened…
1. What happened in the scenario?
2. Identify all the modes of communication used or mentioned in the scenario.
3. What were Marian’s strengths and weaknesses in communicating with the customer?
4. If you were Marian’s supervisor, what advice would you give her regarding communicating
with customers?
Let’s review some basic communication skills and customer service skills learned in NC I or
from your past experiences. Read the following reminders. Supplement your answers
above with any additional information you find below.
Basic Communication Skills and Providing Customer Service

A Recap of NC I
Listening:
❑ Use appropriate body language to show you are listening (eye contact, sit upright,
nod head, etc.)
❑ Listen to the speaker without interrupting
❑ Avoid being distracted when listening to speaker
❑ Ask questions for clarification when you not understand something
Speaking:
❑ Be clear, concise and to the point when speaking

❑ Be polite, friendly and respectful when speaking
❑ Use examples to get to the point
❑ Speak with confidence but not arrogance
❑ Check the mood, attitudes and reactions of others and adjust accordingly
❑ Be aware of own body language and that of others while speaking
Exceptional Customer Care:

❑ Anticipates the customer’s needs
❑ Tries to understand what the customer is thinking
❑ Meets and exceeds the customer’s highest expectations
Meeting Basic Customer Needs – To make a customer feel:

Welcome:
❑ Be friendly ❑ Use a positive tone of voice
❑ Greet customer ❑ Smile / lighten up
❑ Introduce yourself
Understood:
❑ Listen carefully ❑ Ask open-ended questions to
❑ Repeat or rephrase to make things understand customer’s needs
clearer
Important:
❑ Refer to customer by name ❑ Thank customer for coming
❑ Show interest in client’s need
Comfortable:
❑ Use open body language ❑ Show concern
In the scenario above you might have said the modes of communication were verbal,
nonverbal, written or visual. Modes of communication are general means of
communicating and mediums are the specific channels or systems through which those
modes of communication happen. For example, a medium of verbal communication could
be a face to face meeting. A medium of visual communication could be a video. Sometimes
it is hard to distinguish between the modes as they overlap.
For each mode of communication, list examples of a communication medium. Examples

have been given for each mode.
Mode of Communication Examples of Media of Communication
Verbal: through speaking (or sign language • Face to face meeting

for the deaf) •
•
•
•
•
•
•
Nonverbal: information that is conveyed • Facial expression
without speaking but with the body •
•
•
•
•
•
Written: information is received or • Email

conveyed through written language •
•
•
•
•
•
Visual: information that is conveyed or • Photograph

received through graphics •
•
•
•
•
•
Check your answers before continuing! Possible answers are found at the end of the module.
Technology has certainly changed the way we communicate! A lot of our communication
is done electronically through computers and smart phones, for example. In the table you
just completed, how many of the media are electronic? List examples of ways in which you
communicate electronically at home and in the workplace.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
You may have given examples such as emails, websites, social media/networking, text and
instant messaging, voicemail, webinars, videoconferencing, ebooks, calendars, online chat,
Skype, etc. There are many forms of electronic communication. These types of electronic
information often will combine different modes of communication. For example, there might be
an online brochure that includes both written text as well as graphics. A video conference may
include dialogue and the presentation of infographics. A Facebook post might include a
photograph and back and forth dialogue.
While many of these forms takes the face to face interaction out of the communication, it is
important to still apply the effective communication skills we discussed in NC I such as active
listening, speaking clearly and asking questions and behaving respectfully.
Reflect on the scenario again. What problem was encountered with the store
directory/map? To avoid communication issues related to information, what should one
do when giving or receiving information?
Read below to supplement your answers!
When giving or receiving information, it is important to assess if it is:
1. Accurate: Where is the information coming from? Is it directly from the source? Is the
source valid?
2. Based on fact rather than an emotional response: Determine if the information is biased
in one direction.
3. Current: Is the information up to date? The most recent?
4. Relevant: Does the information you are communicating meet the needs of the person
receiving it?
These tips will help you whether you are communicating verbally, through written means,
visually, in face to face situations or electronically.2
2
Brecht, A. (April 13, 2020). How to Identify Reliable Information. Stevenson University Online.
https://www.stevenson.edu/online/about-us/news/how-to-identify-reliable-information
Sharing is caring
Good work! Share the scenario and your work with family and friends. Ask what types of
communication they have used in the workplace and if they have ever run into challenges
such as giving or receiving information that was not accurate. What advice do they have
when communicating verbally, non-verbally, through writing or visually?
Activity 3: Getting the Right Information in the Right Way
Objectives:
✓ Identify ways in which to effectively receive information

✓ Demonstrate ways in which to effectively receive information
✓ Use effective listening, speaking and nonverbal communication skills when
receiving information
The Rumor Mill Game! You can play this game in two ways.
1. Gather at least 4 people in your household. You will whisper a statement (see
below) or message to one person. This person will need to whisper the same
message to another person and so on. You cannot repeat the original message.
Each person, to the best of their ability, must pass the original message on. Ask the
last person who receives the message to repeat what s/he has heard. Then share
the original message and compare. More often than not, the messages will be
different!
2. If you do not have enough people in your household to play the game, you can do
this with friends and family using your phone. List at least 4 people and their
numbers. Find a convenient time for people to play the game. Begin by calling the
first person and explain that you will give him or her a message and then that
person should call the next person on the list to repeat the message and so on. The
last person on the list should call you back (or text) you to tell you what the
message is. You can text all the participants the original message and the last
message.
Statement / Message to be passed on: I am going to give you information on feeding
rabbits. It is important to feed them twice a day – in the morning and early evening.
Each time you feed your rabbits, put fresh or dry plant material in the forage feeder
(or on the floor of the hutch) and put concentrated food (grains or pellets) in the grain
feeder. Rabbits need rich, concentrated food to grow well! Forage is hay or grass.
Plant materials are dry or green plants such as tops of vegetables, lettuce, tender
banana or bamboo leaves. Do not feed rabbits fruit pips or seeds, potato leaves or
avocado. Water should always be available and be sure to wash the dish daily.
Reflection Points
1. How different was the last message from the first message? Why?
The last message varies greatly from the first message. They missed
some steps on how to feed the rabbit because the information passed on from
every person is different.
2. If these were the instructions being passed down to the farmhand who feeds the
rabbits, would s/he have received reliable information? Do you think the rabbits
would be well-fed with such information?
I think the rabbit will not be well-fed because the information passed on
missed some important information.
3. If these were the instructions being passed down to the farmhand who feeds the
rabbits, would s/he have received reliable information? Do you think the rabbits
would be well-fed with such information?
Same question with #2
4. Based on this game, what have you learned about receiving information? What
strategies can you use when receiving information from someone, especially in the
workplace?
I learned from this game that we need to make sure we get the information
or the instruction before we passed it on. By listening attentively and
verifying information first is one of the best ways to make sure we receive
the correct information especially in the workplace.
 Key Facts 1.1 Strategies in Receiving Information Effectively
When you are receiving information verbally, in writing (hard copy or electronic),
nonverbally or visually, you should always check to make sure the information is valid and
that you have understood it well. You can do this in different ways:
✓ Repeat back the information to the person giving it to you: If you have misunderstood,
the other person can clarify what they have said.
✓ Say you have not understood and ask for clarification.
✓ Ask open ended questions that will help you get more information from the other
person.
✓ Use appropriate non-verbal communication to show you understand or do not

understand.
✓ Use active listening skills and avoid distractions.
✓ Make sure you are getting the information from a valid source: If verbal, you do not
want to rely on a message that was passed through many people. Written materials and
any information obtained through the internet should also be checked for its validity.
✓ Check that the information you are receiving is based on fact and not an emotional
response or biased.
✓ Make sure that the information you are receiving is current and not outdated.
✓ Take notes: Write down important points when instructions or information is being given
to you in case you need to refer to it later.
Read the following scenarios related to receiving instructions and answer the questions.
Scenario 1: Food Delivery Service
Helen works for a food delivery service delivering lunches to busy offices in town. While making a
delivery, her colleague calls, telling her to hurry up as they have received several orders. Helen
rushes back to pick up the food. In her haste, she picks up the wrong delivery slip and ends up
bringing the food to the wrong office. After having waited for so long, the customers are
annoyed. Helen called her supervisor to report the problem and her supervisor became angry at
her for the mix-up.
1. What happened and why?
2. How could this situation have been avoided?
3. What strategies can Helen use to make sure she receives information well in the
future?
4. How should Helen handle the customers at the office?
Scenario 2: Food Processing Center
Juan was recently hired to help a at a large food processing center in Cebu that processes fruits
and vegetables into sauces and pastes. During his first week on the job his supervisor presented
a lot of new information to him, including the 4-Step Process to keeping working spaces clean
and sanitized.
• Step 1 – Preparation
o Remove loose dirt and food particles. Rinse with warm, potable water.
• Step 2 – Cleaning
o Wash with hot water (60 °C) and detergent. Rinse with clean potable water.
• Step 3 – Sanitizing (bacteria killing stage)
o Treat with very hot, clean, potable water (75 °C) for at least 2 minutes.
o Apply sanitizer as directed on the label.

• Step 4 – Air drying
o Leave benches, counters and equipment to air dry.
One day he was instructed to prepare the working space for a new batch of jam that was going
to be processed. He wasn’t 100% sure what his supervisor told him but thought it was not a big
deal. It was just cleaning up the space after all. He wiped down the counters with some soap and
water and then wiped them dry with a towel. He felt like there might have been another step but
other workers were moving the fruits into the room. He didn’t want his supervisor to think he
was too slow.
Just before the workers making the jam cut into the fruits, the supervisor entered the room. He
was surprised Juan was not still cleaning and sanitizing and asked him how he got it done so
quickly. Juan smiled and proudly said he wiped all the counters down with soap and water and
and then dried them with a towel so they would be ready quickly. He even swept the floor. The
supervisor looked at him in disbelief and halted the process…
1. Why did the supervisor halt the process?
2. How could this situation have been avoided?
3. What strategies can Juan use in the future to make sure he receives and understands
information in the way that is expected?
Re-read Key Facts 1.1 Strategies in Receiving Information Effectively above. Supplement
your answers above with these strategies as applicable. You might have come up with
new strategies too to add to the list!
Let’s Apply: Practicing Effective Ways to Receive Information
Act out the scenarios above with someone in your household.

1. First, act it out as it is written.
2. Then re-enact the scenario so that Helen or Juan is doing the right thing and applying
effective strategies of receiving information.
3. Ask an observer to assess you as you play the role of Helen or Juan. The observer can use
the rubric below.
Strategies to Effectively Receive 1 2 3 4

Beginning Developing Mostly Accomplished
Information Accomplished
The learner was able to…

1. Repeat back the information the
person was giving ✔
2. Say s/he did not understand and ask
for clarification
✔
3. Ask open ended questions to get
more information from the other
person ✔
4. Use appropriate non-verbal
communication to show s/he did or ✔
did not understand
5. Use active listening skills and avoid
distractions
✔
6. Make sure s/he was getting the
information from a valid source ✔
7. Check that the information received
was based on fact and not an ✔
emotional response or biased
8. Make sure that the information you
are receiving is current and not ✔
outdated
9. Take notes of important points and
key information ✔
Activity 4: Conveying Messages and ideas in the Workplace
Objectives:
✓ Identify strategies to effectively convey messages and information in the workplace

✓ Determine the best ways to convey information in the workplace for different
situations (verbal, written, visual) and audiences
✓ Use workplace behaviors and attitudes that will help you effectively give and receive
information
✓ Prepare for meetings that will help you effectively give and receive information
Think about types of information and ways in which you convey it to others in your
personal life and in the workplace. Fill in the table.
PERSONAL LIFE WORKPLACE

Ex. Invitation to a party: mail or email a card; Ex. Updates on progress towards
e-vite; text; phone call; face to face accomplishing tasks: meeting face to face or
virtually (could be one on one with a
supervisor or in a team meeting); written
report; powerpoint presentation, …
When conveying messages or ideas in your personal or work life, what do you take into
consideration?
Ex. Who your audience is: this might affect how you say or write something (you might be
more informal with a colleague compared to your supervisor).
Read Key Facts 1.2 below and compare what you wrote above with the tips on how to
share information, ideas and instructions effectively. In your personal and professional
lives, you are already doing many of these things! Bringing awareness to it, especially in
the workplace, will help you become a better communicator.
 Key Facts 1.2: Strategies in Conveying Information Effectively
When conveying information, ideas or instructions, consider the following:
✓ Your audience: Who are you talking to? What information or ideas do you need or
want to convey and what is the best way to do that with this particular audience?
Should it be formal or informal?
✓ Medium of communication: What is the best way to deliver the message to your
intended audience? For instance, is it something that needs to be in writing?
Would the message be better given verbally? Should the message be sent
electronically?
✓ Your non-verbal communication: Remember, your body language is very

important! Your facial expressions, gestures and posture will impact the way in
which others receive your information.
✓ Be confident and clear when speaking
✓ Be clear when speaking, writing or presenting visual information: Keep it simple

and to the point! You do not want to confuse people when sharing information or
graphics or giving instructions.
✓ Use active listening to check if the those listening to you have understood your
intended message.
✓ Ask questions: This can help you check if you have been understood and provides
an opportunity to deepen a discussion.
✓ Proofread your written communication before sharing it: Errors found in, for
example, a flyer, poster, brochure, letter, memo, invitation, etc. might make you
appear unprofessional.
✓ Show empathy and respect to whom you are communicating with
As you can see from the list of strategies above, one’s workplace behaviors and attitudes
will also affect how you receive or convey information. Write a list of appropriate
workplace behaviors and attitudes based on what you know from your own or others’
experiences that will help one be more effective at receiving or giving information in the
workplace.
1. 6.
2. 7.
3. 8.
4. 9.
5. 10.
Check your list with the information you may have learned in Module 2: Working with Others (NC
I). For each item on the list, think about how it impacts the way others receive information from
you or how it might affect the way you receive information from others.
Appropriate Workplace Behaviors and Attitudes

A Recap of Module 2: Working with Others (NC I)
✓ Dress neatly and appropriately for the work: If wearing a uniform make sure it is clean
and neat; clothing should not get in the way or prevent you from doing your work;
clothing should not be distracting to you or others.
✓ Be on time: Attendance and punctuality are essential to keep your job. Let your
supervisor know if you are going to be late.
✓ Manage time well: Focus on doing your work during work hours; follow break times.
✓ Speak to co‐workers in a positive and respectful manner.
✓ Speak to supervisors in a positive and productive manner.
✓ Be open to feedback and ask for it. Feedback can be very helpful. Positive feedback helps
you be proud of what you are doing well. Constructive feedback helps you become
aware of things that you can improve at work. Welcome feedback from supervisors and
co-workers. If they do not provide any feedback, you may ask them how they think you
are doing your job, what they think you do well and what you could do better.
✓ Be honest: Being honest will gain the respect of co‐workers.
✓ Keep discussions and interactions related to work: Don’t bring your personal problems to
work or let them affect how you do your job or interact with others. Avoid topics or
making comments that might make others feel uncomfortable.
✓ Stay positive: Don’t complain or be pulled into negative discussions about work. Rather,
approach problems positively and help to think about how to improve the situation.
✓ Be respectful of others and your environment: Take proper care of equipment, put things
back where they belong, keep the environment tidy.
✓ Be a team player: Participate proactively and respectfully and listen to the ideas of
others as well.
✓ Respect the roles of others.
✓ Believe in yourself and what you do: Being positive about your job and how you do it will
help you to succeed and achieve your goals.
One of the most common contexts in which information and ideas are shared at the
workplace is through formal and informal meetings.
Think about yourself when participating in a group meeting. How do you practice effective
workplace behaviors in meetings? What strategies do you use to effectively receive or give
information? How do you describe yourself participating in a group discussion?
Some people thrive in such situations while others may find it very difficult to participate
in group meetings. Meetings, however, are essential for a business to function and
succeed. Here are some tips that will help you communicate well in a meeting:
1. Be prepared before the meeting.

2. Arrive earlier before the meeting starts.
3. Organize and share your thoughts confidently.
4. When speaking, ensure that your voice is audible enough to be heard.
5. Be polite to answer questions and focus on the issue.
6. When your thoughts are already shared by others, don’t feel like there is nothing else to
add. Express your agreement and take the idea further!3
Whether it is verbally like through a meeting, written like a report or email, or visual such
as posters or photographs, we need to think about how we choose the appropriate
medium of communication when conveying a message or sharing information. At the
beginning of the module we identified different modes and media of communication.
Now we will look at factors to consider in choosing an appropriate form of
communication to convey a message or information. Some of this will be familiar from
Module 1 NC I when we talked about the difference between verbal, written (hard copy)
and electronic communication.
 Before looking at the list below, do a quick brainstorm and write down some examples of
the ways in which we convey messages and information in the workplace and when the
most appropriate time to use it is.
1. Verbal: * casual conversation and face to face meeting

- when the information we need is urgent
*calling thru phone
2. Written (paper):
* letter , memo
- when you need a written record and for formality
3
Brightspeaking. (n.d.). How to Effectively Participate in Group Discussions. https://brightspeaking.com/en/how-
to-effectively-participate-in-a-group-discussion/
3. Written (electronic): *email - for written record and formality

* text - for casual communication
4. Nonverbal:
facial expression
gesture
hand signal
5. Visual: * photo, graphs, poster, picture - to gain attention of the

expected audience
 Key Facts 1.3: Choosing Appropriate Forms of Communication

Mode of Examples of Media of Appropriate Times to Use this Form
Communication Communication of Communication
Verbal: through • Face to face meeting • You want immediate feedback.

speaking (or sign • phone • Your message is simple and easy
language for the deaf) • video conference or other to understand.
virtual meeting • You don’t need a written record of
• presentations the interaction.
• Interview • You can get together easily.
• Speech • You want to solve a problem or
• Announcements make a decision.
• Casual conversation • You want to develop trust.
Nonverbal: information • Facial expression • To accompany verbal

that is conveyed • Gestures communication – remember, your
without speaking but • Posture body language also gives a certain
with the body • Body language message to the person or people
• Eye contact you are conveying information too
• Personal space and can affect how they interpret
• Physical appearance the message!
Written: information is • Email • Choose a written message on

received or conveyed • Letters paper when:
through written • Memo o You don’t need immediate
language • Newsletter feedback.
• Newspaper o Your message is complex and
• Magazines requires planning.
• Notes o You need a written record for
• Text message your files.
• Books/manuals/brochures o Your audience is more formal.
• On-line database o You want to avoid
miscommunication.
• Record books
• Choose an electronic message if:
o You need quick but not
immediate feedback.
o Your message is simple, but
you’re physically separated.
o You need an electronic record.
o You are geographically spread
out, or want to avoid time-zone
barriers.
o You want to avoid
miscommunication.
o The main way of communicating
with the audience is via email,
texts, etc.
Visual: information that • Photograph • To catch the intended audience’s
is conveyed or received • Graphs attention and engage them in the
through graphics • Charts information. Pictures and
• Pictures photographs can tell a story!
• Posters • To present information in a simple
way that is easy to understand
(need to make sure what you
present is simple though!)
Let’s Exercise: Choosing a Form of Communication
For each of the situations below, choose a form of communication you will use to
respond.
Situation Medium of Communication
1. During a weekly meeting, your boss asks

you to record the discussion and highlight
the different important future plans and notes
actions.
2. To prevent people from crossing into a

dangerous area of a construction zone,
you have been instructed to create a sign poster
telling them to not enter.
3. One of your sister’s is going to get

married next month. You want to attend
the wedding, but it will require missing
three days of work. You need to inform letter/ email
your boss and human resources that you
wish to take time off.
4. A potential client wants you to build a

large fence for their property. You need
project proposal
to create a formal statement estimating
the costs for the job.
5. You contact an employer in Davao, but

you are currently in Manila. He tells you
to send him your CV and a brief
explanation describing why you would be email
a good fit for the company.
Let’s Apply: Practicing Effective Ways to Convey Information
Choose one (or more!) of the situations above. Create any written documents you would
respond with if you were in that situation and present it to a friend or family member as if they
are the intended recipient of your information. Remember to practice all the strategies discussed
earlier in conveying information! You and our friend or family member can then use the rubric
below to assess how well you were able to convey the information.
Rubric for Assessment:
Strategies to Effectively Give 1 2 3 4

Information Accomplished

1. Choose the appropriate medium
of communication given the ✔
audience
2. Provide information that was
based on fact and not an ✔
emotional response or biased
3. Provide information that was
✔
current
4. Provide information from a valid ✔
source
5. Make sure the audience
understood the message by
seeking feedback ✔
6. Use appropriate non-verbal ✔
communication
7. Use active listening skills and
avoid distractions when
presenting the information ✔
8. Present information clearly and
concisely ✔
9. Supplement verbal
communication with visuals
✔
(photographs, posters, etc.) as
appropriate.
Activity 5: Communication Protocols and Procedures: Lines of Communication

and Communication Storage
Objectives
✓ Describe different ways of storing communication and information

✓ Identify and respect the lines of communication in the workplace
Now that you have learned how giving and receiving information is so important in the
workplace, it is also necessary to think about how this is done within a business or
organization. There are protocols and procedures related to communication that are
necessary to follow in order for the business to function and succeed. Two important
aspects are:
1. Lines of communication with supervisors and colleagues

2. Storage of information
Think about a situation from your personal or work life when you did not receive the
information you needed to carry out a task or when you were responsible for not passing
on information that was needed. What happened and what should have been done
differently?
Read the scenarios below. For each one, answer the following questions:
2. What should have been the line of communication?
3. What broke the line of communication?
4. What are the potential consequences of the broken line of communication?
5. How can such a situation be avoided in the future?
Scenario 1: Maria works as a sales associate at a shop that sells mobile phone. One day
a customer came in complaining that his new phone was not working properly and that
he needed a refund. Maria asked the customer some questions to find out why the
phone did not work. She was not authorized to give refunds and her supervisor was out
for the day. She told the customer to come back the next day to talk to her supervisor.
Maria meant to write down information about the interaction with the customer but
the store got busy and she forgot.
The next day the customer returned to the store. The supervisor was there but had no
idea about the problem from the day before. Maria had the day off. The customer
became very annoyed when she had to explain the whole problem again.
1. Maria was not able to notify her supervisor about the refund request of the customer because she forgot to note about the
complain The next it was her day off and the customer came back which surprised her supervisor and disappoints the
customer.
2. Maria could have noted it.
3. Maria forgot to note and advised her supervisor about the complain and refund request.
4.Broken line with communication may led to misunderstanding and dissatisfaction of the customer.
5. Such situation could have been avoided if Maria noted it right away or she could have sent an email or a message to her
supervisor.
Scenario 2: Joseph works for a busy computer repair service company. He takes
incoming calls from customers who need help and then assigns technicians according
to the work that needs to be done. One day he gets a call about a family emergency
and has to leave work abruptly for several days. Nobody has access to the list of
customers awaiting service.
1. Joseph left for several days due to family emergency. However he was not able to turn over the waiting list of the customers.
2.
Scenario 3: You are on your way to work one morning when you start to feel ill. A
colleague is riding in the same jeepney so you ask him to tell your supervisor that you
will not be able to make it to work today. It turns out your colleague was sent out on
errands shortly after arriving at work and he forgot to inform your supervisor that you
were ill. Your supervisor sends you a text, clearly annoyed that you did not show up at
work.
As you can see from the scenarios, lines of communication are important in the
workplace, whether it is between colleagues or between employees and supervisors or
management. Messages, information, instructions and ideas cannot be conveyed or
received well unless the lines of communication are open and understood by all. There
are certain protocols and procedures that every business has to promote clear
communication. As an employee it is important to be aware of what you need to do to
ensure information you have or need is getting to the right people at the right time and in
a manner that the company sees fit. For example, if you are sick and there is a workplace
procedure that says you need to call your supervisor or Human Resource office, you
should not ask a colleague to inform the supervisor instead!
Another important element of keeping information flowing and getting to the right
people at the right time is how we store information within the workplace.
 Surely at home, we have our own way of keeping personal or family documents. What
types of documents does your family keep and how do they store them? Discuss this with
your family members so you get a better understanding of how this is done.
 Now think about a workplace. What type of information would need to be stored? How
does information get stored?
From your discussions and reflection, you may have realized that information can be
stored manually or digitally. Read below for further information!
 Key Facts 1.4: Storing and Organizing Information Electronically and

Manually 4 5
• There are many different forms of communication and information that are created,
stored and shared in a workplace. For example: financial records, reports, customers’
personal information, business letters, minutes of meetings, faxes, contracts,
personnel forms, daily activities, sales records, product information (price, brochure,
order form),… the list goes on and will vary according to the type of business.
• An electronic filing system is where files or documents are digitally stored in a

computer. Digital documents are stored in computer drives or online servers.
• In a manual filing system files or documents are manually compiled using various
types of storage like filing cabinets, office folders, storage boxes, organizers, etc.
• An electronic system reduces storage space requirements.
• Regardless of the type of system, an information management system enables people

to capture, process, store and retrieve information. When a system is well organized,
it will help a business run more efficiently and be more productive.
• More and more information is stored electronically but in most businesses a
4
Ray, L. (2017, November 21). Should a Company Keep Both Digital Physical Records? Retrieved November 15,
2020, from https://smallbusiness.chron.com/should-company-keep-digital-physical-records-78503.html
5
MGHS Business Services. Process and Maintain Workplace Information. Retrieved November 15, 2020, from
http://mghsbusinessservices.weebly.com/uploads/3/0/8/6/30867217/bsbinm201-
process__maintain_workplace_information4weebly.pdf
combination of an electronic and manual filing system is used.
• It is essential for businesses to keep their electronic and manual files organized and
up to date. Without a good system, a business can fail.
Tips for Storing Information

Electronically Manually
✓ Use secure computers ✓ Organize file cabinets, boxes, etc. by
✓ Schedule routine backups of the types of records and information
computers in the business ✓ Do not mix different types of
✓ Create file folders for all basic record documents in the same place. Keep
types or documents them separate for better organization
✓ Use subfolders to help better organize and ease of retrieval
information under each folder ✓ Label cabinets, boxes, folders, etc. so
✓ Use cloud-based information sharing everyone who needs access to
and storage. Examples include documents can easily find them
Dropbox, Google Drive, Microsoft ✓ Plan ahead – if you know you will
OneDrive, iCloud and Box accumulate more paper copies of
certain documents, leave space in that
particular folder, box or cabinet for
growth
Let’s Apply: Lines of Communication and Storage of Information
Go to the nearest store in your neighborhood with whom you are very much acquainted. Ask
permission and explain about the purpose of you interview. In your interview ask the following
questions:
• What are the essential transaction documents that a store owner deals with every day?
• How are these documents used and shared amongst your employees?
• How does he/she manage and organize these documents so they can be easily accessed?
• Why is it important to organize these documents?
Sharing is caring
Share the information you learned from the interview with an adult in your household. Ask
that person to share their own experience with the storage and use of information in their
own work situations. Write any learning points below.
 Performance Criteria Checklist
The Performance Criteria Checklist is an opportunity for you to assess your learning
outcomes in the session and know how well you did in doing the activities in this
session. You will speak to your facilitator to:
1. Share your experiences in completing the session
2. Discuss your development and progress towards the intended skills
3. Plan how you will move forward to continue making progress in the module
Conduct a quick self-assessment and answer the table below.
Statements Please check Yes or No if you have

shown or can do the statement
Did you… YES NO
1. Identify modes and media of communication?
2. Check that information to be given or received is

accurate and reliable?
3. Identify ways in which to effectively receive

information?
4. Demonstrate ways in which to effectively receive

information?
5. Identify strategies to effectively convey messages
and information for different situations in the
workplace?
6. Use workplace behaviors and attitudes that will

help you effectively give and receive information?
7. Prepare for meetings that will help you effectively

give and receive information?
8. Describe different ways of storing communication

and information?
9. Identify and respect the lines of communication in

the workplace?
Guide to the Learner and Facilitator’s Discussion:
Topics to discuss during the Learning Check:

1. Parts of the module that were the easiest to answer/do.
2. Parts of the module that were the hardest to answer/do.
3. Parts of the module that need further clarification or explanation.
4. Additional support needed by the learner from the facilitator.
5. Review and check of the learner’s answers and outputs for the session.
6. Feedback on the learner’s performance in terms of the following: mastery of content,
skills development, and pace in answering the module.
7. Plans for how the learner will move forward with the module.
Session 1 – Writing Space

Use this space to complete any of the written assignments above or write any
thoughts or ideas that have come to mind on modes and media of communication,
effective strategies of giving and receiving information, using proper protocol and
procedures regarding the lines of communication in the workplace and the storage
of information.
Congratulations! Now that you know how to choose modes and media of communication
effectively give and receive information and follow procedures regarding lines of
communication and information storage, the next step is to perform duties following
workplace instructions.
Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Session 2: Perform duties following workplace instructions
2.1 Written notices and instructions are read and interpreted in accordance with
organizational guidelines
2.2 Routine written instructions are followed based on established procedures
2.3 Feedback is given to workplace supervisor-based instructions/ information received
2.4 Workplace interactions are conducted in a courteous manner
2.5 Where necessary, clarifications about routine workplace procedures and matters
concerning conditions of employment are sought and asked from appropriate sources
2.6 Meetings outcomes are interpreted and implemented

1. Strategies to understand written instructions
2. interpreting and implementing instructions following a meeting
3. Seeking clarification
4. Giving feedback on instructions and task to supervisor
5. Conditions of employment and rights and responsibilities
 When interpreting instructions, try to summarize each step into fewer words.
 During a meeting, practice active listening, asking questions for clarification, taking notes
and repeating what you have understood.
 Always seek clarification when you have not understood instructions.
 When providing feedback to a supervisor on an instruction given, be polite, specific and

solution-oriented.
 Be aware of your rights and responsibilities in the workplace and find ways to talk to your
supervisor if there is a conflict.
21st Century Skills | USAID Opportunity 2.0 Program| Philippines Page 52

Activity 6: Interpreting and Following Routine Written Instructions
Objectives:
✓ Identify strategies to help you understand written instructions

✓ Apply strategies that will help you understand written and visual instructions
 Time Required: 40- 60 minutes
In some form or another, we all receive written instructions to complete a particular task
on a regular basis at work. The instructions could be a text, an email, a poster, a memo or
even a letter. Often, it is given in conjunction with verbal instructions such as through a
phone call or a face to face meeting.
Think about examples from your personal and work life when you were given written
instructions to follow. Were the instructions clear? Not clear? What do you find helpful in
understanding written instructions to be able to perform a task well?
Read the scenarios below. Answer the questions that follow each scenario.
Scenario 1: Safety at the Construction Site
A young assistant supervisor named Paolo has only been on the job for a month at a construction
site. He was asked by his supervisor to oversee the welding area where grills are fabricated for the
windows. He was also reminded to observe safety rules and to take precautions as he enters the
workplace. Due to noise interruptions, he was not able to understand his supervisor clearly, so he
just nodded and proceeded to the area directly.
As he arrived, he saw a notice at the entrance, reminding every personnel about the use of
Personal Protective Equipment (PPE) like wearing of hand gloves, hard hat, protective eyeglass and
safety boots. Without minding the safety reminder, he went straight ahead to the welding area
where some welders were working. As he approached the steel table, he did not notice that he
stepped on slippery ground caused by used spilled oil. He slipped and fell and his head hit the side

of the steel table. He became unconscious and his head was severely bleeding. He was then rushed
to the emergency hospital for medical treatment.
2. Name two different types of instructions that Paolo should have followed.
3. What prevented Paolo from following the instructions regarding PPE in the workplace?
4. Has a similar situation happened to you? Have you ever experienced rushing into
something even without understanding an instruction clearly? What happened?
5. If you were Paolo, what would you have done to avoid such a situation? Could his
supervisor have done anything differently?

Scenario 2: At the piggery
Piglets are born with needle-sharp teeth that need to be taken out. Read the following directions
on trimming a pig’s teeth:
Procedure:
1. Restrain the piglet by grasping the head with one hand.
2. Force the mouth open using fingers on the same hand near the back edges of the mouth.
Be careful that you do not choke the piglet.
3. Use sharp pliers taking care not to injure the gums. Hold the clippers as perpendicular as
possible to the teeth
4. Completely cut off the teeth as close to the gum as possible
5. After clipping the teeth on one side turn the pig to give access to the teeth on the other
side of the head.
6. Clean the pliers with a disinfectant after working with each litter of piglets.
Use the space below to write reflections related to the following questions:
What techniques do you use while reading for instructions or directions?

a. Do you read each direction step by step?
b. Do you imagine the process?
c. Without looking at the directions, try to describe this process to another person.
d. What strategies would you use to remember the directions more clearly?
Read Key Facts 1.5 below and compare what you wrote above with the strategies on how
to interpret written instructions. You may have identified other strategies that are not in
Key Facts 1.5. Feel free to add them to the list!

 Key Facts 1.5: Strategies to Interpret Written Instructions

• Summarize the steps: Try to summarize each step into fewer words.
• Interpreting pictures or diagrams: Put the steps into your own words.
• Note-taking: Write your own observations and thoughts regarding each step.
When reading the instructions or directions:

• First skim through the instructions. This entails looking for keywords and details of
importance.
• Try to interpret the instructions or directions using the strategies provided.
• Do each step, step-by-step. If you mess up or do not understand how to get to the
next step, glance at the steps ahead and behind to get a better picture of the process.
Let’s Apply: Interpreting Instructions Presented in Pictures
One of the strategies listed above is about interpreting pictures or diagrams that give
some sort of instruction. We have all seen these before – for example, pictures used on
clothing labels to explain how to wash them; instructions on how to use machinery;
instructions on safety procedures in the workplace, etc.
1. Using the images provided, write an instruction for each step of the process for milking a
cow. Write the instructions next to each of the images. 6
1.
6
Corrigan, R. (2020). How to Milk a Cow. https://www.wikihow.com/Milk-a-Cow

2.
3.
4.

5.
6.
7.
2. Answer the following questions:

a. How did you interpret the visual instructions?
b. What difficulties did you face?

c. If you do not understand instructions that are presented visually, what can you do to
make sure you understand the instructions?
d. What advice would you give somebody writing instructions?
3. Share the pictures and directions with a friend or family member. Can they understand the
pictures and your instructions?
See how your written instructions compare with those found at the end of the module in the Key
to Correction.

Activity 7: Interpreting and Implementing Instructions Following a Meeting
Objectives:
✓ Identify steps one can take to interpret and carry out instructions following a
meeting
✓ Practice steps to interpreting and carrying out instructions following a meeting
Often instructions are given in writing but accompanied by a verbal explanation as well.
Usually during meetings new ideas, strategies and approaches to completing tasks
emerge. As a result, people will get instructed to perform various tasks to work towards
achieving the group’s goals.
Think about examples from your personal and work life when as a result of a family or work
meeting someone gave you instructions to complete a task. For example, if your family has
decided to have other relatives live in your house, they might ask you to remove certain
things from a room, put them in a specific location and clean the room. Think about how
the meeting went and what you were tasked to do. Did you have any challenges in the
process? Did you learn anything that might be useful in the future if you get tasked with
things following a meeting?
 List strategies on how to interpret and carry out instructions following a meeting. Talk to
people in your household or friends who might have additional ideas.
Read Key Facts 1.6 below and compare what you wrote above with the strategies on how
to interpret and carry out instructions following a meeting. You may have identified other

strategies that are not in Key Facts 1.6. Feel free to add them to the list!
 Key Facts 1.6: Strategies to Interpret and Carry Out Instructions Following a
Meeting
✓ Be prepared and ready for the meeting

✓ Use active listening skills during the meeting
✓ Take notes of important points during the meeting
✓ Ask questions for clarification if you have not understood a point being made
✓ Repeat back the instructions you have heard regarding next steps you are to take
✓ Make a to do list for tasks to do after the meeting
✓ Strategize how you are going to accomplish the tasks assigned to you – Will you be working
with others? Is there certain equipment you will need? etc.
✓ Check in with your supervisor if you get stuck and are unsure of the way forward
Let’s Apply: Interpreting and Carrying Out Instructions Following a

Meeting
You work as a technician installing computer software and fixing minor hardware
problems. Your company has decided that it needs to expand its customer base if it is to
make a profit this year. A meeting is held with people from your division to identify ways
in which to do this. Your supervisor is counting on you to take action after the meeting to
play a role in increasing the number of customers you serve. What should you do before,
during and after the meeting to make sure you can respond to your supervisor’s request?
Ask a few other people in your household to role play the scenario. Ask one person to
observe you during the process and fill out the rubric below based on your performance.
Rubric for Assessment:
Strategies to Interpret and 1 2 3 4

Carry Out Instructions Accomplished
Following a Meeting

1. Prepare and be ready for the
meeting ✔
2. Use active listening skills during
the meeting ✔
3. Take notes of important points
during the meeting ✔

4. Ask questions for clarification if

s/he did not understood a point
being made
✔
5. Repeat back the instructions
heard regarding next steps to
take ✔
6. Make a to do list for tasks to do
after the meeting
✔
7. Strategize how s/he is going to
accomplish the tasks assigned to
you ✔
8. Check in with the supervisor if
s/he stuck and are unsure of the ✔
way forward

Activity 8: Seeking Clarification and Giving Feedback on Instructions Received
Objectives:
✓ Seek clarification when instructions are not understood

✓ Provide feedback to supervisor on instructions and tasks to be carried out
✓ Identify rights and responsibilities of employers and employees
✓ Develop an awareness of the conditions of employment and speak with a supervisor
when the conditions are not being met
Throughout this module you have learned the importance of seeking clarification when
you have not understood something. This is particularly important when it comes to
following written or verbal instructions! It is not always easy to speak up and ask
someone to repeat what they have said but it is absolutely necessary to avoid making
things worse, especially when you are not clear about an instruction that has been given!
There are other times too when you will need to be proactive and talk to your employer
or supervisor. You might need to give the supervisor feedback on how well or not well a
particular task or approach to completing a task is going. You might also find yourself in a
situation where you are concerned about certain instructions or tasks falling outside of
your agreed upon condition of employment.
Think about…
1. examples from your personal and work life when you had to seek clarification on an
instruction given to you or when you wish you had sought clarification but did not.
What type of situation was it? If you asked for clarification, how did you feel doing that?
If you did not seek clarification, why not?

2. a time when you gave feedback to a supervisor
3. a situation where you felt like what was being asked of you was outside of your
conditions of employment. What did you do about it?
 Your colleague Joseph has come to you for advice. The supervisor sent him an email asking
him to add information to some files that another colleague is also updating. Joe is
confused, wondering if he should add his information to the files at the same time as his
colleague or if he should wait for his colleague to make changes first and then add his
information to those updated files. Give Joseph some tips on how to seek clarification from
the supervisor.
You might have given Joseph some tips such as:

• Thank the supervisor and then state that you need some clarification on the
instructions.
• Explain what part of the instructions you need clarification on.
• Ask the supervisor nicely to explain the instructions further either in an email, face to
face or a phone call.
• Thank the supervisor for his or her time.
If Joseph had received the instructions verbally from the supervisor, he could have used
the same process but also:
• Repeat back to the supervisor what he has heard for verification.
• Ask open ended questions to the supervisor so the supervisor could provide more
information
• Summarize next steps he will take

Let’s Exercise: Seeking Clarification on Written Instructions
You are now Joseph! Write an email to your supervisor seeking clarification about updating
the files. Use the template below.
 From  cherrysayles081992@gmail.com
Send
To… amrelreyes@gmail.com
Cc… ronaldgolf@ gmail.com
Subject: Clarification
Hi Madame Reyes,
Good day.
I received the email that you sent earlier. As I've notice my colleague
is also working on this file. I would like to clarify if I should update it while he
is also working on it or should I wait first for him to finish before I add my
updates?
Thank you for your time and looking forward for your response.
Respectfully,
Cherry
See a sample email in the Key to Correction at the end of the module.
 Madame Reyes met with Joseph to further discuss the instructions. Joe received the
updated files from his colleague and proceeded to add the information he was requested
to include. In the process he realized that additional information was going to be needed
from the Accounting Office to make the files complete. He didn’t have the authority to ask
them to do that but he wasn’t sure how to give feedback to his supervisor on the issue.
Give Joseph some tips on how to give feedback to a supervisor.

You might have given Joseph some tips such as:

• Write your ideas down first before meeting the supervisor.
• Update the supervisor on the progress being made towards accomplishing the task.
• Ask if you can give feedback.
• Politely give the feedback.
• Be specific.
• Be positive and solution-oriented.
.
Let’s Exercise: Providing Feedback to a Supervisor
You are now Joseph again! Find a partner you can role play with. You will be Joseph and
your partner will be Madame Reyes, the supervisor. Use the tips above to give Madame
Reyes feedback. Ask your partner to assess whether or not you have put the advice into
action by checking yes or no:
YES NO
1. Write your ideas down first before meeting the supervisor. ✔
2. Update the supervisor on the progress being made towards
accomplishing the task. ✔
3. Ask if you can give feedback. ✔
4. Politely give the feedback. ✔
5. Be specific. ✔
6. Be positive and solution-oriented. ✔
 Madame Reyes accepted the feedback given by Joseph. She was so thrilled with his
suggestion that she asked him to gather the additional information from the accounting
division. Joseph knew this was going to take a long time and he had already been working
over time for several weeks without pay. He was not sure how to tell Madame Reyes no
but felt that his conditions of employment were not being respected. Give Joseph some
tips on how to talk to his supervisor about the conditions of employment not being
respected. Also, remind him that the employer and the employee both have rights and
responsibilities. Do the exercise below to recall rights and responsibilities, particularly
those related to the condition of employment.

Let’s Exercise: Roles and Responsibilities in the Workplace
Legal responsibilities apply to both workers and employers. Just as employers have some
legal responsibilities at work, workers also have legal responsibilities. They are different
responsibilities, but both have responsibilities under the law.
Below is a list of responsibilities. Decide if the responsibility is primarily that of the

employer or the worker and write E for employer or W for worker in the space before the
statement. The first one has been done as an example.
Check your answers below in Key Facts 1.7 after completing the table. You can also verify
your answers at the end of the module.
E To make a work agreement with the employee, agreeing on conditions, time and place
E To follow up with the employee on the agreed terms
W To personally perform the work in the time, place and conditions as agreed upon
To supervise and provide suitable conditions of work so workers have security, health and
E dignity
E To honor terms of payment

W To follow the instructions of the worker’s boss
E To safeguard standards, staff and environment
To register and pay into social security for the employee

E
E To take care of the well‐being of staff and qualified dependents (e.g. wife/husband, children)
To avoid any issues or problems at the workplace that will endanger the worker or his/her
E colleagues
To agree on a performance contract

W
W To follow the rules at work
 Key Facts 1.7: Responsibilities of the Employer and the Worker
Responsibilities of the Employer Responsibilities of the Worker

• To make a work agreement with the • To personally perform the work in the
employee, agreeing on conditions, time, place and conditions as agreed
time and place; upon;
• To follow up with the employee on • To follow the instructions of the

the agreed terms; worker’s boss;

• To supervise and provide suitable • To avoid any issues or problems at the
conditions of work so workers have workplace that will endanger the
security, health and dignity; worker or his/her colleagues;
• To honor terms of payment; • To follow the rules at work.
• To safeguard standards, staff and
environment;
• To register and pay into social security
for the employee;
• To take care of the well‐being of staff
and qualified dependents (e.g.
wife/husband, children);
• To agree on a performance contract.
Think about it!

This section encourages you to express your opinions to family and friends about a topic.
Start a discussion with them face to face, via text, chat, or whatever means available and
comfortable to you. It’s always great to share your ideas and hear more points of view ☺.
Answer the following questions.
1. Think about seeking clarification from a supervisor on instructions given at work. Is

this dangerous to do given the supervisor might think you are not capable to perform
the task? What has been your own experience at work?
2. Share your experience when you gave feedback to a supervisor regarding a task you
were instructed to do. What happened? How did the supervisor react?

3. Show your adult family members Key Facts 1.7: Responsibilities of the Employer and
the Worker. Ask them for their thoughts around these responsibilities. Which ones do
they think exist in their own places of work? Which ones do not? How do they feel
about having or not having the responsibilities stated in the list? What do they do
when their conditions of employment are not being followed?
Remember to thank them for their time and their help on your schoolwork.

Did you… YES NO
1. Apply strategies that will help you understand
✔
written and visual instructions?
2. Practice steps to interpreting and carrying out
instructions following a meeting? ✔
3. Seek clarification when instructions are not ✔
understood?
4. Provide feedback to supervisor on instructions
and tasks to be carried out? ✔


Did you… YES NO
5. Identify rights and responsibilities of employers
✔
and employees?
6. Develop an awareness of the conditions of
employment and speak with a supervisor when ✔
the conditions are not being met?



thoughts or ideas that have come to mind on strategies to understand written
instructions, interpreting and implementing instructions following a meeting, seeking
clarification, and giving feedback on instructions and task to a supervisor.
Congratulations! Now that you know how to interpret and respond to written instructions
and seek clarification as needed, the next step is to identify and use workplace documents
and records.

Session 3: Completing relevant work-related documents
3.1 Range of forms relating to conditions of employment are completed

accurately and legibly
3.2 Workplace data is recorded on standard workplace forms and documents
3.3 Errors in recording information on forms/ documents are identified and
acted upon
3.4 Reporting requirements to supervisor are completed according to
organizational guidelines

1. Workplace documents and forms
2. Business letters
3. Writing and filling out workplace documents and forms
 There are many different types of workplace documents and forms that can be
categorized into busines-related record keeping; procedural and informational
documents; and forms of communication.
 Business letters must be professional without any mistakes.
 Pay close attention when filling out workplace documents and forms.

Activity 9: Identifying Relevant Workplace Documents and Forms
Objectives:
✓ Identify workplace documents and forms

✓ Categorize workplace documents and forms into business-related record keeping;
procedural and informational documents; and forms of communication
Think about records and document that you see in your daily life. Think about, for example,
when you are on public transportation, at the grocery store, at a health clinic, at a job site.
List examples of these workplace records and documents.
 Provided in the table below are workplace documents and their detailed information. Read
the workplace document on the left and match it with its correct definition, meaning or
purpose on the right. For example:

Workplace Definition, meaning or purpose

Document
Agenda Messages distributed by electronic means from one
computer user to one or more recipients via a
network.
User guide A written acknowledgment of having received, or
taken into one's possession, a specified amount of
money, goods, etc.
Invoice This is to be completed when an employee is
requesting time off from work.
E-mail messages Written or formal information notifying or warning
about a fact.
Leave request forms Detailed information on how something should be
done or operated.
Contract A list of matters to be discussed at a meeting or a list
of aims or possible future achievements.
Receipt Certifies the delivery of goods to the buyer.
Notice A guide intended to give assistance to people using a
certain product or operating within a certain system.
Delivery note A legally binding agreement usually concerning
employment, sales, or tenancy.
Work instructions A list of things provided, or work done together with
their cost, for payment at a later time.
Refer to Key Facts 1.8: Types of Workplace Documents to find the definitions of the workplace
documents.
Key Facts 1.8: Different Workplace Documents
Document Detailed information

Meeting Minutes A written account of what went on and was discussed during a
meeting.
Policy A course or principle of action adopted or proposed by an
organization or individual.
Regulation A rule or directive made and maintained by an authority

Notice Notification or warning of something
Costing sheet A document that reflects the cost of the items and services

required for a certain project or job.

Progress record (report) Explains in detail how far you've gone towards the completion
of a project
Work instructions Detailed information on how something should be done or

operated.
User guide A guide intended to give assistance to people using a certain
product or operating within a certain system.
Quotation/Estimate A formal statement setting out the estimated cost for a
form particular job or service.
Notice Written or formal information notifying or warning about a fact.
Invoice A list of things provided or work done together with their cost,
for payment at a later time
Memo A memo is a message you send to a large group of employees,
like your entire department or everyone at the company. You
might need to write a memo to inform staff of upcoming events,
or broadcast internal changes
Circular (flier) A kind of written announcement that is distributed to a large
number of people to convey any commercial or non-commercial
message at minimum time, costs and efforts.
E-mail messages Messages distributed by electronic means from one computer
user to one or more recipients via a network
Letter A written form of communication from one party to another
Agenda A list of matters to be discussed at a meeting or a list of aims or
possible future achievements
Project report This is used to document project successes, lessons learned and
performance, in order to signal improvement in project delivery
for the future
Purchase order This is a document created by a buyer, indicating the details of
the items they wish to purchase from a seller
Leave request forms This is to be completed when an employee is requesting time off
from work.
Receipt A written acknowledgment of having received, or taken into
one's possession, a specified amount of money, goods, etc
Contract A legally binding agreement usually concerning employment,
sales, or tenancy.
Accident and emergency This is a set of instructions to follow in event of a workplace

accident or emergency
Tools and equipment Safe operating procedures for tools and equipment are
safe operating developed in conjuction with the manufacturer’s operating
procedures
Best practice customer These outline the steps for answering customer enquiries,
service dealing with customer complaints and reviewing customer
satisfaction.
Menu An offering of a set of options often used in restaurants but also,
for other goods and services.
Shift report Written explanation of the events that passed during one’s time
at work. The report also includes a summary of the situation at
the end of the shift, including items that others may need to
deal with or be aware of.
Requisition form Internal request by an employee to purchase an item. The
request is sent to other individuals in the organization for
approval.
Graphics Visual images used to inform, illustrate, or entertain.
Signs An object or image indicating something.
Quality assurance These outline the checks required to ensure that expected
quality levels are achieved and maintained throughout each
stage of production.
Job application A form you fill out if you want a job. You provide personal
details and qualifications for the specific job.
Job time sheet Where a worker records the time he/she has worked.
 Analyze the workplace documents from Key Facts 1.8: Types of Workplace Documents and
categorize them in one of the columns below. Be sure to give reasons to support your
choices. An example has been done for you in each column.
Business-Related Record Procedural and Informational Forms of Communication

Keeping Documents
Invoice Work instructions Memo

Check your answers at the end of the module.

Activity 10: Writing a Business Letter
Objectives:
✓ Identify the main parts of a business letter

✓ Apply good practices in writing a business letter
Do you know the basic parts of a business letter? Below is a sample workplace
communication. Identify each section by placing the corresponding icons in the spaces
provided below.
OPT 2.O Manpower Services
IT Park, San Juan, Quezon City
September 11, 2020
ATTENTION ALL EMPLOYEES!

Due to COVID19 Pandemic, we are suspending our work on September 21-
23, 2020 to give way to the City Health and Safety Department who will be
conducting disinfection activities in all departments’ offices and of the
entire company building.
Regular work will resume on September 24, 2020 with strict observance of
health protocols and with the agreed skeletal workforce reporting schedule.
Please be guided accordingly.
Very truly yours,
The Management
Salutation Closing/signature
Sender’s address Date

Salutation Body
 Key Facts 1.9: Business Letter Tips

✓ State the purpose clearly and up front, typically in the first sentence.
✓ Include supporting information (reasons, examples) of the main point.
✓ The final paragraph politely says the writer is waiting for a response and thanks the
recipient.
✓ Use positive language.
✓ Use your business’s letter head with the logo if it exists so it looks more professional.
✓ Remember that business letters must be professional. They are like advertising. They
give the reader information about the writer. If the letter has spelling or grammar
mistakes, the reader will think the writer is sloppy. If the letter is confusing, the reader
will think the writer is not capable. If the letter is impolite, it will give a terrible
impression. Business letters must be as perfect as you can make them.
Let’s Apply: Writing a Business Communication

Compose a workplace communication taking tips from what you have learned above. Suppose
you are asked by your supervisor to send communications for the following company activities.
Use the details below to compose your communication invites.
1. The company will conduct its annual family day

• Venue: Garden Orchid Hotel, Zamboanga City
• Date/Time: December 22, 2020/8am to 5pm
2. Participation of your company to a coastal clean-up where all employees are required to
attend. Personal cleaning materials are needed.
• Roxas Bulevard, Manila
• October 16, 2020 – Whole day event

Activity 11: Guidelines in Completing Workplace Documents and Forms
Objectives:
✓ Recognize templates for some workplace documents and forms

✓ Record data and information on standard workplace forms and documents
In the real world of work, companies and enterprises uses several documents for
communicating, provide instructions and record business operations activities as part of
their regulations and compliance to government laws. Some documents are developed
and completed to ensure that products and services are efficiently delivered to clients
while some are completed to report a meeting, incident or status of daily production or
sales.
In the workplace there are actually many types of document that a company or
employees will encounter depending on the situation and needs. When filling in such
documents or forms, it is necessary to be very careful and do it well
 Key Facts 1.10: Basic guidelines to follow in completing relevant work-

related documents
1. Read the form carefully.

2. Fill in all the required details.
3. Only include necessary information.
4. Write clearly and simply.
5. Check that you have completed it properly.
6. Send, submit or give it to the appropriate person, the appropriate place or recipient.
Whether completing a document or form electronically or in print format, you must

provide the accurate details. Inaccurate information delays tasks and can be
disappointing to your superior. Say for example, you are asked to order a particular piece
of equipment but you have given a wrong specification or you fail to give a detailed
specification. Most likely, you will lose that business. It is important then to provide all
the information and details needed as the document indicates.7
7 TESDA (n.d.). Computer Systems Servicing NC II – Lesson 02: Complete Relevant Work Related

Let’s Apply: Completing Workplace Documents and Forms
There are so many different workplace documents and forms. We can’t cover them all here.
We can give you some good practice though filling in an application, writing an application
letter, filling in a time sheet and more. Follow the scenarios below and complete the forms
given as you move through the scenarios. Feel free to use your own personal information or
made up information.
Scenario (Part 1): A garment factory, Super Shirts Inc., recently opened in your community. The
company is calling for applications for different positions such as cleaner, security guard, tailor,
and packager. Based on your past experience apply for one of the positions. Fill out the job
application form.
Desired Position Manager Date June 05, 2023

Name Lara Croft Telephone Number 532-7476
Address Lahug Cebu City E-mail laracroft@outlook.com
Date Available Days Available Monday-Sunday Full Time or Part Time Full time
Education College Graduate
Employment History
Company Name RRJ Inc Position Sales Manager Dates of Employment Jun 2019-
May 2023
Duties and Responsibilities Directing all operational aspects including distribution,
customer service, human resources, administration
and sales in accordance with the company's objectives
Company Name Ayala Mall Position Supervisor Dates of Employment Mar 2015-
Duties and Responsibilities Mayemployees.
Overseeing salespeople, cashiers, shelf stockers, and other 2019
Keeping records of expenditure, sales figures, and employee performance.
Company Name Position Dates of Employment

Duties and Responsibilities
Applicant Name
Contact Information
Date
Recipient Name
Documents. https://gselodelmsapp.wordpress.com/online-courses-page/course-1/course-1-
particpate/lesson-02-complete-relevant-work-related-documents/

Recipient Address
Dear (Recipient Name),
Explanation and request for job consideration.
Sincerely,
Applicant Name
Scenario (Part 2): After a successful interview, the company decides to employ you.
Congratulations! At the end of your first week at work you are required to fill out a timesheet.
Record the hours you worked in the following timesheet.
Employee Name and ID Dates:

Day Job Code or Description of Hours Worked
Work
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

Scenario (Part 3): After many months of good performance, your supervisor gives you a
promotion. Now you are going to spend some of your time assisting finance. Super Shirts Inc.
makes 200 shirts at 200 Pesos each, 100 shorts at 300 Pesos Rwf each, and 30 hats at 100 Pesos
each for a school, Math Prep Academy, in Quezon City. To receive payment for the clothes, fill
out an invoice. Imagine and create some of the details.
Company
Name/Vendor Company Address: Colon, Cebu City Date: June 15, 2023
Super Shirt Inc
Client Name Quezon City.

Math Prep Academy Client Address: Invoice Number:
UNIT
QUANTITY DESCRIPTION TOTAL
PRICE
200 shirts P
200.00 P 40,000.00
100 P 300.00 30,000.00
shorts
30 P 100.00 3,000.00
hats
P 73,000.00
TOTAL due
Scenario (Part 4): Next, your supervisor asks you to create a contract for a temporary janitor. Use
the template and imagine some of the details.
Company Name
Company Address
Name of Service Provider Date
Service Agreement Number
Contact Information of Service Provider Telephone Number
Complete Address Fax
Other

Description of Services to be Provided (Attach Additional Information as Needed)
(Name) is temporarily hired as a (position) and he/she is responsible for:

1. Task 1
2. Task 2
3. Task 3
Schedule of Services Commencement Date End Date
Total Firm Fixed Price (Indicate Currency)
By signing below, provider confirms:
(1) Terms and Conditions
Signature of Provider Date
Executive Director of Organization Date
Scenario (Part 5): Afterwards, you need to create a menu to show the different shirts and their
prices. Use the template and imagine some of the different products, shirts and hats-- two
varieties of each. Make up some different prices.
Menu
Subtopic Subtopic
Item 1 Price 1 Item 3 Price 3
Item 2 Price 2 Item 4 Price 4
Scenario (Part 6): To deliver these clothes, your company provides shipping. A client, Philippines
Green Co., orders 40 short sleeve shirts and 40 hats with a buckle strap. You find a shipping
company, Zamboanga Ships Ltd. Create a requisition form to provide to your supervisor detailing
the work.
Vendor Super shirts Inc. Ship to: Philippines Green Co.

Requisitioner Ship via Zamboanga Shipping Terms
Ships Ltd. cod
Item Number Quantity Units Description
40 pcs short sleeve shirts
1115
2023 40 pcs hats with buckle
Requested by:
Lara Croft
Verified by: Charlie Storm
Approved by: Jessica Jones
Authorized by: Madame Jing Reyes
Special Comments

Scenario (Part 7): Once the requisition form is approved by the director, you have to create a
purchase order with the shipping company on the agreed prices for the shipping. They have
agreed to ship the items for 300 Pesos per package for 5 packages tax included.
Vendor Super Shirt Inc Ship to: Philippines Green Co

Zamboanga
Requisitioner Ship via Shipping Terms COD
Ships Ltd
Item Number Description Quantity Unit Price Total
Subtotal
Tax
Shipping
Other
Total
Special Comments
Scenario (Part 8): Once the shipping company has shipped the materials, they provide you with a
receipt for their services. Create a receipt that could detail the purchase.
Receipt Number Company

Date Company Address and Phone Number
Received From:
Amount
Total
Received By:
Notes:

Sharing is Caring
As discussed earlier, it is very important that you fill our forms accurately and neatly.
Otherwise you could end up losing business! Ask someone with work experience to look at the
forms you filled out above. Ask the person to give feedback on what you have done well and
what needs improvement. Ask the person to share any experiences she or he has had in the
workplace regarding documents and forms. Write any key lessons learned below.

Did you… YES NO
1. Identify workplace documents and forms? ✔


Did you… YES NO
2. Categorize workplace documents and forms into
business-related record keeping procedural and
informational documents, and forms of ✔
communication?
3. Identify the main parts of a business letter? ✔
4. Apply good practices in writing a business letter? ✔
5. Recognize templates for some workplace
documents and forms? ✔
6. Record data and information on standard
✔
workplace forms and documents?



thoughts or ideas that have come to mind on identifying and using workplace
documents and forms.
Congratulations! You can now move to the review and assessment!

Module 1: Participating in Workplace Communication (NC II) Learner’s Handbook
Session 4: Review & Assessment
Activity 12: Module 1 Review and Application and Post-Module Learner’s

Reflection
Objectives:
✓ State the main topics presented during the module

✓ Reflect on their performance regarding participating in workplace communication
by identifying their strengths, challenges and what they can do to address their
challenges
✓ Perform a role-play demonstrating communication skills
✓ Share learning assessment results with facilitator/trainer
Reflect on what you have learned from Module 1 regarding obtaining and conveying
workplace information, following workplace instructions and completing work-
related documents. Jot down your answers to the questions below in the spaces
provided.
Learning: Share 2 main things you learned about participating in workplace

communications in Module 1.
1.
2.
Strength: Share 2 strengths that you think you have in workplace

communication.
1.
2.
Weakness: Share 2 weaknesses that you think you have in communication that
you can improve in the future.
1.
2.
Challenges: Share 2 things that you find very challenging in effective

communication.
1.
2.

Let’s Apply: Performance Task – Receiving and Responding to

Instructions
1. Role play the following scenario with a partner or your instructor. Exhibit exceptional
communication skills from the previous exercises.
Scenario: Your boss calls you into his office. He tells you that it is your turn to close the
office and there are numerous tasks you must complete. He hands you a written list and
says you need to make sure you have accomplished the following before leaving. The tasks
are to lock all of the doors and windows, turn off all of the lights, switch off the power
outlets, and activate the alarm. You get started on the tasks. When you reach the alarm,
you realize you are not sure how to enter the code to activate it. You see the boss is still
in his office…
2. Check (✓) yes if you use the standard or no if you do not. Write a comment to explain.
Receiving and Interpreting Instructions Observation Form
Standards Yes No Comments

Actively listened ✔
Asked questions for clarifications ✔
Used encouraging words alongside ✔
nonverbal gestures
Paraphrased the message communicated ✔
in own words
Summarized/made an overview of the
main points or issues raised ✔
Took notes of instructions ✔
Checked things off to make sure he/she
doesn’t miss anything ✔
Responded with a good attitude ✔
Post-Module Learner’s Reflection: Participating in Workplace Communication

(NC II Level)
End-of-Module Skills Check
Now that you have reached the end of the module, let us see if you are able to develop the
necessary skills for Participating in Workplace Communication. Conduct a self-assessment
and answer the table below.

Statements on my experience, knowledge, skills and abilities Encircle Yes or No if you have shown or
/ Mga pahayag tungkol sa aking kaalaman, kasanayan at can do the statement.
kakayahan
Bilugan ang Oo o Hindi kung naipakita o
I can… / Kaya ko nang… nagawa mo na ang mga pahayag.
Identify modes and media of communication / Yes No

Matukoy ang iba’t ibang paraan ng Oo Hindi
pakikipagkomunikasyon.
Check that information to be given or received is Yes No
accurate and reliable / Oo Hindi
Masuri kung ang impormasyong binigay o tinanggap
ay totoo, tama at katiwa-tiwala.
Identify ways in which to effectively receive Yes No
information / Oo Hindi
Matukoy ang mga paraan ng mabisang pagtanggap
ng impormasyon.
Demonstrate ways in which to effectively receive Yes No
information / Oo Hindi
Maipakita ang mga paraan ng mabisang
pagtanggap ng impormasyon
Identify strategies to effectively convey messages Yes No
and information for different situations in the Oo Hindi
workplace /
Matukoy ang mga paraan upang mabisang
makapagbigay ng mensahe at impormasyon sa iba’t
ibang sitwasyon sa trabaho.
Use workplace behaviors and attitudes that will help Yes No
you effectively give and receive information / Oo Hindi
Gumamit ng mga angkop na galaw at pag-uugali sa
trabaho upang mabisang makapagbigay at
makatanggap ng impormasyon.
Prepare for meetings that will help you effectively Yes No
give and receive information / Oo Hindi
Makapaghanda sa pagpupulong upang mabisang
makatanggap at makapagbigay ng impormasyon
Describe different ways of storing communication Yes No
and information / Oo Hindi
Mailarawan ang iba’t ibang paraan sa pagtatago ng
impormasyon at komunikasyon
Identify and respect the lines of communication in Yes No
the workplace / Oo Hindi
Matukoy at marespeto ang linya ng komunikasyon
sa trabaho.
Apply strategies that will help you understand Yes No
written and visual instructions / Oo Hindi
Makagamit ng mga estratehiya na makatutulong na
intindihin ang mga pasulat at paguhit na panuto.

kakayahan
Practice steps to interpreting and carrying out Yes No

instructions following a meeting / Oo Hindi
Masubukan ang mga hakbang upang intindihin at
gawin ang panuto matapos ang pagpupulong
Seek clarification when instructions are not Yes No
understood / Oo Hindi
Humingi ng paglilinaw sa mga panutong hindi
naintindihan
Provide feedback to supervisor on instructions and Yes No
tasks to be carried out / Oo Hindi
Makagbigay ng feedback sa bisor sa mga panuto at
gawaing kailangang gawin
Identify rights and responsibilities of employers and Yes No
employees / Oo Hindi
Matukoy ang mga karapatan at tungkulin ng isang
empleyado at bisor or may-ari
Develop an awareness of the conditions of Yes No
employment and speak with a supervisor when the Oo Hindi
conditions are not being met /
Maunawaan ang mga kondisyon sa trabaho at
kumausap ng bisor kung sakaling hindi natutupad
ang mga ito
Identify workplace documents and forms / Yes No
Matukoy ang mga dokumento para sa trabaho Oo Hindi
Categorize workplace documents and forms into Yes No
business-related record keeping procedural and Oo Hindi
informational documents, and forms of
communication /
Maigrupo ang mga dokumento ayon sa kanilang uri.
Identify the main parts of a business letter / Yes No
Matukoy ang iba’t ibang bahagi ng liham Oo Hindi
pangkalakal
Apply good practices in writing a business letter / Yes No
Magamit ang mabisang hakbang tungo sa Oo Hindi
pagsusulat ng mahusay na liham pangkalakal
Recognize templates for some workplace documents Yes No
and forms / Oo Hindi
Matukoy ang mga templates para sa ilang
dokumento sa trabaho

kakayahan
Record data and information on standard workplace Yes No

forms and documents / Oo Hindi
Maisulat at maitago ang impormasyon at datos
gamit ang dokumentong nakasunod sa pamantayan
ng trabaho
Obtain and convey workplace information / Yes No
Makakuha at makapagbigay ng impormasyon mula Oo Hindi
sa trabaho
Perform duties following workplace instructions / Yes No
Maisagawa ang mga tungkulin alinsunod sa panuto Oo Hindi
sa trabaho
Complete relevant work-related documents / Yes No
Masagutan ang mga angkop na dokumentong may Oo Hindi
kinalaman sa trabaho
Look at your answers, were there boxes where you circled No? If there are, go back to the
activities in the module that will help you gain the skill identified in the statement. You can
also reach out to your facilitator/trainer to provide you with guidance on what activities you
can do in order to master the skill.

Activity 13: End-of-Module Assessment
Objectives:
✓ Correctly answer the questions pertaining to the concepts discussed in the module
End-of-Module Assessment
Congratulations for finishing Module 1: Communication- Participating in Workplace

Communication! At the end of every module you will take a short assessment to see how
much you have learned. It will help you and your teacher identify the knowledge and skills
you know and what still needs reinforcing. The results will not affect your ability to continue
in the program.
Structure of the Assessment: It has a total of 10 questions. Some questions are multiple choice
and some questions are true or false. You should choose only ONE answer for each question.
Once you have finished answering the questions, review the answers found at the end and
note down any questions to ask your instructor.
Module 1: Participating in Workplace Communication
Circle an answer for each statement.
English Tagalog
1. When you are discussing an issue at 1. Kapag may tinatalakay kang usapin sa
work with a co-worker and she or he is isang katrabaho at hindi ka sumasang-
saying something that you do not agree ayon sa sinasabi niya, dapat:
with, you:
a. Singitan mo ang katrabaho mo para
a. Interrupt your co-worker to let him ipaalam sa kaniyang hindi ka sumasang-
or her know you disagree ayon
b. Shake your head in disagreement to b. Umiling ka para ipaalam sa
let your co-worker know how you feel katrabaho ang iyong damdamin
c. Try to think about something else c. Subukang mag-isip tungkol sa ibang
until your co-worker stops talking bagay hanggang sa tumigil magsalita
✔
d. Are aware of your own feelings but ang iyong katrabaho
listen to what your co-worker has to d. Alam mo kung ano ang damdamin
say before responding mo, pero makikinig sa sinasabi ng iyong
e. All of the above katrabaho bago ka magsalita
e. Lahat ng nabanggit

English Tagalog
2. When someone else is speaking, you 2. Kapag may nagsasalita, dapat

should give non-verbal communication magpakita ka ng mga non-verbal
cues to show that you understand. communication cues para ipakitang
naiintindihan mo.
✔ True
a.
b. False a. Tama
b. Mali
3. When speaking to a group of people, it 3. Kapag nagsasalita sa isang grupo ng
is important to: tao, mahalagang:
a. Stay focused on the topic at hand a. Manatiling nakatuon sa paksang

b. Maintain good eye contact tinatalakay
c. Be well informed on the topic b. Tumingin sa mata ng mga kinakausap
d. Present information in a logical, c. Maging maalam sa paksang
flowing way tinatalakay
e. All of the above
✔ d. Itanghal ang impormasyon sa isang
lohikal at dumadaloy na paraan
4. Accuracy is based on your opinion not 4. Kawastuhan ng impormasyon ay

on facts naaayon sa iyong opinion at hindi sa
katotohanan
a. True
✔
b. False a. Tama
b. Mali
5. In communication, the source of 5. Sa komunikasyon, ang pagkuhanan ng
information are identified depending gagamiting impormasyon ay
on the workplace or client’s nakasalalay sa kung anong
requirements. pangangailangan ng lugar ng
✔ True
a. pinagtrabahuhan o sa pangangalaingan
b. False ng customer.
a. Tama
b. Mali
6. In conveying an information, the 6. Sa pagbibigay ng impormasyon,
following are important to consider nararapat lamang na isa alang-alang
except for; ang mga sumusunod maliban sa;
a. The information is verified and found a. Ang impormasyon ay beripikado at
in the company’s standard manual nakikita sa manwal ng kompanya.
b. Ensure that the information is b. Ang impormasyon ay dapat nakasulat
written and approved by the at aprubado ng namamahala.
management. c. Ito ay base sa mga sinasabi ng mga
✔ Based your information from your co-
c. nakakatandang manggagawa ng
worker who has been working in the kompanya.
company for years already. d. Ang impormasyon ay dapat
d. Information is up-to-date napapanahon.

English Tagalog
7. In order to improve your 7. Upang mapaunlad ang sariling

communication skills in workplace kakayahan sa pakikipag-usap, ang
meeting, the following should be sumusunod ay dapat obserbahan,
observed, except for; maliban sa;
a. Making yourself ready before the a. Ihanda ang sarili bago pa man ang
meeting. pulong
b. Be at the meeting earlier b. Dumating ng mas maaga bago pa
✔ Make your presence known by
c. man magsisimula ang pagpupulong
raising irrelevant issues and share your c. Ipaalam ang iyong presensya sa
thoughts anytime you like. pamamagitan ng pagbabahagi ng isyu
d. Organize your thoughts and share na walang kaugnayan sa meeting and
confidently when ready magbahagi ng sariling opinion kung
kalian mo gusto.
d. Organisahin ang iyong mga ideya at
ibahagi ng walang pag alinlangan kung
ikaw ay handa na.
8. The advantage of electronic filing 8. Ang kalamangan ng electronic filing

system than the manual storage system system kaysa sa manual storage system
are the following, except for; ay ang sumusunod, maliban sa;
a. Information can be easily accessed a. Ang mga impormasyon ay madaling
b. Files are easily updated and edited ma-access
✔ It needs more storage equipment
c. b. Mga file ay madaling ma-update at
d. Files are safer and are accessible ma-edit
anytime and anywhere c. Kailangan ng mas maraming
kagamitang paglagyan ng mga
dokyumento
d. Mga file ay ligtas at magagamit
anumang oras at kahit saan man.
9. When you do not fully understand 9. Kapag hindi mo lubusang naiintindihan

instructions given to you by your ang sinasabi ng iyong supervisor sa
supervisor at work, you: trabaho:
a. Nod your head in agreement so you a. Tatango ka sa pagsang-ayon para

do not waste your supervisor’s time hindi masayang ang oras ng iyong
b. Assume you will figure it on your supervisor
own b. Umasang maiintindihan mo rin iyon
✔
c. Ask your supervisor to repeat the mag-isa
instructions so you are clear on what c. Hilingin sa supervisor mo na ulitin ang
you need to do mga sinasabi niya para malinaw sa iyo
d. Ask a co-worker what she or he ang dapat mong gawin
thinks you are supposed to do d. Tanungin ang isang katrabaho kung
e. All of the above ano sa tingin niya ang dapat mong
gawin

English Tagalog
10. When completing a work-related 10. Sa pagkompleto ng dokyumento
document: a. Isama lamang ang kailangan na
a. Only include necessary impormasyon
information b. Isulat ng malinaw at simple
b. Write clearly and simply c. Pil-apan ang mga kailangan
c. Fill in all the required details detalye
d. Check that you have completed it d. Suriin kung wasto ang
properly pagkakakompleto
✔e. All of the above e. Lahat ng nabanggit

 Key to Correction
Activity 2 –
Mode of Communication Examples of Media of Communication
Verbal: through speaking (or sign language • Face to face meeting

for the deaf) • phone
• video conference or other virtual meeting
• presentations
• Interview
• Speech
• Announcements
• Casual conversation
Nonverbal: information that is conveyed • Facial expression

without speaking but with the body • Gestures
• Posture
• Body language
• Eye contact
• Personal space
• Physical appearance
Written: information is received or • Email

conveyed through written language • Letters
• Memo
• Newsletter
• Newspaper
• Magazines
• Notes
• Text message
• Books/manuals/brochures
• On-line database
• Record books
Visual: information that is conveyed or • Photograph

received through graphics • Graphs
• Charts
• Pictures
• Posters

Activity 6 –
Example of the directions one could provide:
1. Protect or lubricate your hands. Be clean so you do not contaminate the cow’s
utters with bacteria.
2. Rub each teat three to four times to remove the dirt or bacteria. Make sure not to
put this debris in the bucket where you put the milk.

3. Place a bucket underneath the udder to catch the milk.
4. Sit or squat next to the cow’s right side. Move very close to the cow.
5. Wrap your hand around two teats. Grip the teats so that your palm is filled by the
teat.
6. Squeeze the teats. Make sure you squeeze from the base.
7. Once you have finished with one teat, switch to another teat.
Activity 8 –
 From  josephsoledad@smartfiles.org
Send
To… helenreyes@smartfiles.org
Cc…
Subject: Re: File Update Request
Dear Madame Reyes,
Thank you very much for your email today regarding updating the files. Please, I want to
make sure that I am clear on the instructions. Would you like me to update the files
before or after my colleague? I want to make sure that I am working on the right version
of the file!
You can reach me by email or mobile phone, or we can schedule a time to meet here in
the office.
Thank you for your time. I am looking forwarding to updating the files with the
information that I have.
Sincerely yours,
Joseph Soledad
To make a work agreement with the employee, agreeing on conditions, time

E and place
E To follow up with the employee on the agreed terms
W To personally perform the work in the time, place and conditions as agreed
upon
E To supervise and provide suitable conditions of work so workers have

security, health and dignity
E To honor terms of payment
W To follow the instructions of the worker’s boss
E To safeguard standards, staff and environment
E To register and pay into social security for the employee
E To take care of the well‐being of staff and qualified dependents (e.g.

wife/husband, children)
W To avoid any issues or problems at the workplace that will endanger the
worker or his/her colleagues
E To agree on a performance contract
W To follow the rules at work
Activity 9 –
Business-Related Record Procedural and Forms of Communication

Keeping Informational documents
Invoice Work instructions Memo
Receipt User guide Circular (flier)
Costing sheet Leave request forms E-mail messages
Quotation form Notice Agenda
Invoice Meeting minutes Signs
Project report Contract Notice

Purchase order Accident and emergency Graphics (also can be
procedural and
informational)
Requisition form Tools and equipment safe Letter
operating
Progress record Best practice customer
service
Regulation
Quality assurance
Job time sheet
Policy
Shift report
Congratulations! You have completed the Module on Communication NC II Level –

Participating in Workplace Communication! You are now ready to conquer the next
module on Collaboration and Teamwork.

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Goals of the Self-Directed Work Readiness Modules on 21st Century Skills

Upon completion of the NC 2 modules, you will be able to:

✓ Communicate workplace information

Organization and Learning Approach of the Modules

1. Participating in Workplace Communication: obtaining and conveying workplace

3. Solving and Addressing General Workplace Problems: identifying routing problems;

5. Contributing to Workplace Innovation: identifying opportunities to do things better;

6. Presenting Relevant Information: gathering data and information; assessing the

7. Practicing Occupational Safety and Health Policies and Procedures: identifying

9. Practicing Entrepreneurial Skills in the Workplace: applying and communicate

Work Exposure Activities

Work Readiness Modules on 21st Century Skills Self-Directed Learning Approach

 Key Topics and Learning Points 

 Recommended Time: 90 minutes

Read and write

Read (sort paragraphs that are not key facts)

 Write (Short writing tasks)

Think or reflect (quick reflection on your own)

Dialogue/talk with others

Think About It!

1. Learner Reflection at the beginning and end of each module.

Support from TESDA Trainers

Module 1: Participating in Workplace Communication

Unit Code: 400311210

Summary of Learning Outcomes

Upon completion of the module you will be able to:

✓ L.O. 1 - Obtain and convey workplace information

6. Interpreting and Following Routine Written Instructions 40 – 60 minutes

❑ Modes of Communication & Examples of Media of Communication table (Activity 2)

❑ Let’s Apply: Practicing Effective Ways to Receive Information (Activity 3)

Session 1: Obtain and Convey Workplace Information

1.1 Specific and relevant information is accessed from appropriate sources

1.4 Appropriate nonverbal communication is used

1.5 Appropriate lines of communication with supervisors and colleagues are

 Key Topics and Learning Points 

1. Modes and media of communication

 Modes of communication take different forms: verbal, nonverbal, written or visual

 Use appropriate workplace behaviors to successfully be able to give and receive

 When choosing an appropriate form of communication to share information, consider your

 An information management system (electronic and/or manual) enables people to capture,

Activity 1: Introductory Activity & Pre-Module Learner’s Reflection

✓ Recall prior knowledge about communication from NC I or other experiences

 Recommended Time: 30-40 minutes

 Welcome to Module 1 – Participating in Workplace Communication (NC II). This module

Pre-Module Learner’s Reflection: Participating in Workplace Communication (NC II Level)

Wala Kaunting- Mayroon Marami

Makagamit ng mga estratehiya na

Identify the main parts of a business

Activity 2: Communication Sources

✓ Identify modes and media of communication

 Recommended time: 20-40 minutes

Scenario at Hardware Store

A customer enters a hardware shop where Marian is working as sales associate.

Marian: “Hi, Sir!”

Finally, he goes back to Marian and asks:

1. What happened in the scenario?

2. Identify all the modes of communication used or mentioned in the scenario.

Basic Communication Skills and Providing Customer Service

❑ Be clear, concise and to the point when speaking

Exceptional Customer Care:

Meeting Basic Customer Needs – To make a customer feel: