Receiving

Information

RECEIVING INFORMATION

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

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?

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✓ Make sure that the information you are receiving is current and not outdated.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.

SELF-CHECK

Instructions: Read the following scenarios and answer the following questions completely.

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

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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 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?

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3. What strategies can Juan use in the future to make sure he receives and understands information in the way that
is expected?

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

Communication Protocols and Procedures: Lines of Communication and Communication

Storage

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.

SELF-CHECK

Read the scenarios below. For each one, answer the following questions:

1. What happened in the scenario?

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?

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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.

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

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.

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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.

Storing and Organizing Information Electronically and Manually

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?

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 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.

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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

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?

SELF-CHECK

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.

1. What happened in the scenario?

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?

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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.

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?

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

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

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!

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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.

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