Basic1 CBLM Smaw

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Basic Competency (1) - CBLM in Receive and Respond in

Workplace
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COMPETENCY BASED
LEARNING MATERIAL
Page | 1
Sectors:
AGRICULTURE AND FISHERY, PROCESSED FOOD AND BEVERAGES SECTOR
Basic Competency:
Communications
Unit of Competency:
Receive and Respond in Workplace Communications
Module Title:
Receiving and Responding in Workplace Communications
Date Developed: Document No.

Receiving and APRIL 2017 Issued by:
Responding to
Workplace Developed by:
BATAAN PENINSULA
Communication GRACE KELLY U. VIBAR
EDUCATIONAL Revision #, s.
INSTITUTION INC. October 2020

lOMoARcPSD|24882001
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in Receiving and Responding to Workplace
Communication. This module contains training materials and activities for you to
complete.
Page | 2
The unit of competency “Receive and Respond to Workplace
Communication” contains knowledge, skills and attitudes required for “Receiving and
Responding Workplace Communication” required for the program as BASIC Unit of
Competency.
You are required to go through a series of learning activities in order to complete
each learning outcome of the module. In each learning outcome there are Information
Sheets, Resource Sheets and Reference Materials for further reading to help you better
understand the required activities. Follow these activities on your own and answer the
self-check at the end of each learning outcome. Get the answer key from your
instructor and check your work honestly.
If you have questions, please don’t hesitate to ask your facilitator for assistance.
Your facilitator will always be available to assist you during the training.
The goal of this course is the development of practice skills. To gain these skills,
you must learn basic concepts and terminology.
This module was prepared to help you achieve the required competency
“Receive and Respond to Workplace Communication”.
This will be the source of information for you to acquire knowledge and skills in
this particular competency independently and at your own pace, with minimum
supervision or help from your instructor.
Remember to:
Work through all the information and complete the activities in each section.
Read information sheets and complete the self-check. Suggested references are
included to supplement the materials provided in this module.
Most probably your trainer will also be your supervisor or manager. He / she is
there to support you and show you the correct way to do things.
You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice your new skills during regular work shifts. This way you will
improve both your speed and memory and also your confidence.

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Use the Self-checks, Operation Sheets or Job Sheets at the end of each
section to test your own progress.
When you feel confident that you have had sufficient practice, ask your Trainer to
evaluate you. The results of your assessment will be recorded in your Progress chart
Page | 3
and Accomplishment Chart.
You
need to
No. Unit of Competency Module Title
Receiving and
1. Receive and Respond to Responding to
Workplace Communication Workplace
Communication
2.
Work with Others Working with Others
3.
Demonstrate work values Demonstrating Work Values
4. Practicing Housekeeping
Practice Housekeeping Procedures
Procedures
complete this module before you can perform the next module Work with others.

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List of Basic Competencies
TABLE OF CONTENTS
PRE-TEST i
How to Use This Competency Based Learning Materials: II
List of Basic Competency III
Module Content Page 1
1. Learning Outcome 1 – Follow Routine Spoken Messages
Page 2
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2. Information Sheet 1.1 – 1: The Communication / Message and Workplace

Communication Page 3
3. Self – Check 1.1 – 1 Page 6

4. Answer Key 1.1 – 1
Page 7 Page | 5
1. Information Sheet 1.1-2: Importance of Workplace Communication,
Communication Process and Interpersonal Skills
Page 8
7. Answer Key 1.1 – 2 Page 14

8. Information Sheet 1.1 – 3: Introduction to Listening
Page 15
9. Self – Check 1.1-3 Page 21
10. Answer Key 1.1-3 Page 22
11. Information 1.1-4: Communication Effectiveness / Work Etiquettes
Page 23
13. Answer Key 1.1 – 4 Page 30
14. Learning Experiences – Learning Activity – Perform Workplace
Duties
Following written notices Page 31
15. Information Sheet 1.2-1 Work Etiquette
Page 32
16. Self-check 1.2-1 Page 35
17. Answer Key 1.2. - 1 Page 36
18. Learning Outcome 2.1-1 – Information Sheet: Organizational Guidelines
Page 37
21. Information Sheet – Unwritten Rules Page 41
24. POST TEST Page 45
25. Post Test Answer Key Page46
PRE – TEST
Name: _______________________________

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Answer the following questions.

1. Sender transmit a message through a channel to the receiver.
A. True
B. False
2. In face to face communication, the roles of the sender and recipient are not
distinct Page | 6
A. True
B. False
3. The environment may be too noisy, which may affect listening
A. Physical barrier
B. Psychological barrier
C. Linguistic barrier
D. Socio – cultural barrier
4. Creating effective teams requires communication and mutual cooperation.
A. Innovation
B. Growth
C. Effective communication
D. Team building
E. Giving a voice to all
5. The speaker’s accent and pronunciation of words are not familiar to you
A. Physical barrier
C. Linguistic / semantic barriers
D. Socio – cultural barriers
6. Effective communication can always be a one – way street
A. True
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B. False
7. It’s important to have polite, friendly phone etiquettes when answering the
phone.
A. True Page | 7
B. False
8. The goal of communication is to convey information and not to understand the

information.
A. True
B. False
9. Effective verbal and non – verbal communication skills are not valuable in the
workplace.
A. True
B. False
10.Communication is important in any workplace, no matter what type or where its

located; whether it be a co – working space or open space office.
A. True
B. False
MODULE CONTENT
UNIT OF Receive and Respond to Workplace

COMPETENCY Communication
Receiving and Responding to Workplace

MODULE TITLE
Communication
INTRODUCTION:
This unit covers with the knowledge, skills and attitudes in workplace
communication

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NOMINAL DURATION: 2 HOURS
LEARNING OUTCOMES:
1. Follow routine spoken messages

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2. Perform workplace duties and following written notices
Assessment Criteria:
1. Instructions/information are properly recorded
2. Instructions are acted upon in accordance with information received
3. Clarification is sought from workplace supervisor on all occasions when
any instructions/procedure is not understood.
ASSESSMENT METHODS:
1. Oral interview face to face or online
2. Submission of portfolio online
Learning Experiences
Learning Outcome 1: FOLLOW ROUTINE SPOKEN MESSAGE
Learning Activities Special Instructions
1. Read Information If you have some problem with the content of the information
Sheet 1.1-1 on “The sheet don’t hesitate to approach your facilitator.
Communication/Messag If you feel that you are knowledgeable with the content of the
e and Workplace information sheet, you can now answer self-check provided in
Communication” the module.
2. Answer Self-Check Compare your answers to the answer keys on 1.1-1 “The
1.1-1 on “The Communication/Message and Workplace Communication” You
Communication/Messag are required to get all answers correct. If not, read the
e and Workplace information sheets again to answer all the questions correctly.
Communication”
3. Read Information If you have some problem with the content of the information
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Sheet 1.1-2 on sheet don’t hesitate to approach your facilitator.

“Importance of If you feel that you are knowledgeable with the content of the
Workplace information sheet, you can now answer self-check provided in
Communication, the module.
Communication process
and Interpersonal Skills”
a. Answer Self-Check Compare your answers to the answer keys on 1.1-2 Page | 9
1.1-2 “Importance of Workplace Communication, Communication
on “Importance of process and Interpersonal Skills” You are required to get all
Workplace answers correct. If not, read the information sheets again to
Communication, answer all the questions correctly.
Communication process If you have some problem with the content of the information
and Interpersonal Skills” sheet don’t hesitate to approach your facilitator.
If you feel that you are knowledgeable with the content of the
information sheet, you can now answer self-check provided in
the module.
If you have some problem with the content of the information
5. Read Information sheet don’t hesitate to approach your facilitator.
Sheet 1.1-3 on “The If you feel that you are knowledgeable with the content of the
Listening Process” information sheet, you can now answer self-check provided in
the module.
Compare your answers to the answer keys on 1.1-3
b. Answer Self-Check “Introduction to Listening” You are required to get all answers
1.1-3 correct. If not, read the information sheets again to answer all
on “Introduction to the questions correctly.
Listening” If you have some problem with the content of the information
sheet don’t hesitate to approach your facilitator.
the module.
If you have some problem with the content of the information
7. Read Information sheet don’t hesitate to approach your facilitator.
Sheet 1.1-4 on If you feel that you are knowledgeable with the content of the
“Communication information sheet, you can now answer self-check provided in
Effectiveness / Work the module.
Etiquettes”
8. Answer Self-Check “Communication effectiveness/ Workplace Etiquettes”. You are
1.1-4 required to get all answers correct. If not, read the information
on “Communication sheets again to answer all the questions correctly.
effectiveness/ Workplace If you have some problem with the content of the information
Etiquettes” sheet don’t hesitate to approach your facilitator.
the module.
Congratulations on a Job well done!!! You have now successfully completed the last
competency for this qualification and is now ready for the Institutional Assessment. Good
luck and use what you have learned here well!!!

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Learning Outcome 1 – Follow Routine Spoken Messages

Information Sheet 1.1-1: The Communication/Message and Workplace
Communication
c. Learning Outcomes
You are expected to:
1. Know what is communication? Page | 10
2. Know what is message?
3. Know what is workplace communication?
II. Subject Matter

The Communication/Message and Workplace Communication
A. Key Concepts: Communication
III. Materials:
Laptop, cellphone, internet and laboratory
References:
https://www.tutorialspoint.com/management_concepts/effective_communication_skills.h
tm
Values Statement:
Communication process defined
IV. Procedure:
a. Motivation:
1. What is communication?
2. What is message?
3. What is work place communication?
d. Presentation:
Communication works for those who work at it.
TERMS DEFINITION
Communication Communication is the process of
conveying information between two or
more people
Message Defined as information conveyed by
words (in speech or writing), and / or
other signs and symbols
Workplace Communication Is process of exchanging information
and ideas, both verbal and non –
verbal between one person / group and
another person / group within an
organization. It includes e-mails, text
messages, notes, calls, etc.
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b. Lesson Proper,
Aster of public administration, JD, and a BA in political science.

Communication is a process, and it the process breaks down,
communication will fail. In this lesson, you’ll learn about the
communication process. We’ll also discuss how the concept of noise can
disrupt this process.
What is COMMUNICATION?
Communication is more than simply the transmission of information.
The term requires an element of success in transmitting or imparting a
message, whether information, ideas, or emotions.
In a corporate environment, effective communication is the key to win
your way to success. Corporate communication is a technique that
involve all communication activities generated by a company to achieve the planned
objective. Corporate communication is an important activity because it creates strong
and appealing ideas, views and position on which a company can rely. Ultimately, it
helps to grow your business.
A communication therefore has three parts: the sender, the message, and the recipient.
The sender ‘encodes’ the message, usually in a mixture of words and non-verbal
communication. It is transmitted in some way (for example, in speech or writing), and
the recipient ‘decodes’ it.
Of course, there may be more than one recipient, and the complexity of communication
means that each one may receive a slightly different message. Two people may read
very different things into the choice of words and/or body language. It is also possible
that neither of them will have quite the same understanding as the sender.
In face-to-face communication, the roles of the sender and recipient are not distinct.
The two roles will pass back and forwards between two people talking. Both parties
communicate with each other, even if in very subtle ways such as through eye-contact
(or lack of) and general body language. In written communication, however, the sender
and recipient are more distinct.

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Categories of Communication
There are a wide range of ways in which we communicate and more than one may be
occurring at any given time.
The different categories of communication include:

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Spoken or Verbal Communication, which includes face-to-face, telephone, radio or
television and other media.
Non-Verbal Communication, covering body language, gestures, how we dress or act,

where we stand, and even our scent. There are many subtle ways that we
communicate (perhaps even unintentionally) with others. For example, the tone of
voice can give clues to mood or emotional state, whilst hand signals or gestures can
add to a spoken message.
Written Communication: which includes letters, e-mails, social media, books,

magazines, the Internet and other media. Until recent times, a relatively small number
of writers and publishers were very powerful when it came to communicating the
written word. Today, we can all write and publish our ideas online, which has led to an
explosion of information and communication possibilities.
Visualizations: graphs and charts, maps, logos and other visualizations can all
communicate messages.
Read more at: https://www.skillsyouneed.com/ips/what-is-communication.html
WORKPLACE COMMUNICATION is a process of exchanging information, both

verbal and non – verbal, within an organization.
PROCESS OF EFFECTIVE COMMUNICATION

The process of communication refers to the transmission or passage of
information or message from the sender through a selected channel to the
receiver overcoming barriers that affect its pace.
The goal of communication is to convey information – and the understanding of
that information – from one person or group to another person or group. This
communication process is divided into three basic components:
A SENDER transmits a message through a CHANNEL to the RECEIVER. (Figure
shows a more elaborate model). The sender first develops an idea, which is
composed into a message and receives meaning. Developing a message is
known as ENCODING. Interpreting the message is referred to as DECODING.
Reference: https://www.cliffsnotes.com/study-guides/principles-of-
management/communication-and-interpersonal-skills/the-communication-
process

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What is a message?
 It is a short communication sent from one person to another or the central
theme or idea of a communication.
 It is defined as information conveyed by words (in speech or writing), and /
or other signs and symbols.
 A message (verbal or nonverbal or both) is the content ofPage | 13
the
communication process.
We have three different types of message:

 Primary messages- refer to the intentional content both verbal and
nonverbal. Example: “Here, have a seat”
 Secondary messages – refer to the unintentional content both verbal
and nonverbal. This may include vocal inflection, gestures and posture, or
rate of speech that influence the interpretation or perception of your
message.
 Auxiliary messages – refer to the intentional and unintentional ways a
primary message is communicated.
PARTS OF A MESSAGE
 Attention statement – this will capture the attention of your audience
 Introduction – clear statement of your topic
 Body – present the message in details using any of a variety of
organizational structures
 Conclusion – it is the closure of your message. The summarization of
your message
 Residual message – this are thoughts or message that stays with the
audience.
SELF – CHECK
Name: ________________________________________
ANSWER TRUE OR FALSE
1. Communication has three parts; sender – message and recipient
a. True
b. False
2. Spoken or verbal communication, covering body language, gestures, how
we dress or act, where we stand, and even our scent
a. True
b. False
3. BASIC COMPETENCY refers to non – technical skills (knowledge, skills and
attitudes) that everybody will need in order to perform satisfactorily at
work and in society and are considered portable and transferable
irrespective for jobs and industrial set.
a. True
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b. False
4. Effective verbal and non-verbal communication skills are not valuable in
the workplace
a. True
b. False Page | 14
5. SENDER transmits a message through a CHANNEL to the RECEIVER
a. True
b. False
6. Interpreting the message is referred to as encoding
a. True
b. False
7. The goal of communication is to convey information and not to
understand the information
a. True
b. False
8. In face-to-face communication, the roles of the sender and recipient are
not distinct
a. True
b. False
9. Visualizations: graphs and charts, maps, logos and other visualizations
can all communicate message
a. True
b. False
10. Competency which covers knowledge, skills and attitudes required
when responding, participating, leading, utilizing, managing and
sustaining effective communication
a. True
b. False
ANSWER KEY
Name: ________________________________________
ANSWER TRUE OR FALSE
1. Communication has three parts; sender – message and recipient
a. True
b. False
2. Spoken or verbal communication, covering body language, gestures, how
we dress or act, where we stand, and even our scent
a. True

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b. False
3. BASIC COMPETENCY refers to non – technical skills (knowledge, skills and
attitudes) that everybody will need in order to perform satisfactorily at
work and in society and are considered portable and transferable
irrespective for jobs and industrial set. Page | 15
a. True
b. False
4. Effective verbal and non-verbal communication skills are not valuable in
the workplace
a. True
b. False
5. SENDER transmits a message through a CHANNEL to the RECEIVER
a. True
b. False
6. Interpreting the message is referred to as encoding
a. True
b. False
7. The goal of communication is to convey information and not to
understand the information
c. True
a. False
8. In face-to-face communication, the roles of the sender and recipient are
not distinct
a. True
b. False
9. Visualizations: graphs and charts, maps, logos and other visualizations
can all communicate message
a. True
b. False
10. Competency which covers knowledge, skills and attitudes required
when responding, participating, leading, utilizing, managing and
sustaining effective communication
a. True
b. False
Information Sheet 1.1-2: Importance of Workplace Communication,

Communication Process and Interpersonal Skills

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e. Learning Outcomes
1. Know the Importance of Workplace Communication
2. Know the Communication Process
3. Know the Interpersonal Skills and its components
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II. Subject Matter
The Communication/Message and Workplace Communication
A. Key Concepts: Workplace Communication and Communication Process
III. Materials:
References:
https://www.tutorialspoint.com/effective_communication/effective_commu
nication_introduction.htm
Communication Process
IV. Procedure:
a. Motivation:
1. What is Importance of Workplace Communication?
2. What is Communication Process?
3. What are Interpersonal Skills and its components?
f. Presentation:
How does Workplace Communication and Communication Process
work?

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b. Lesson Proper
IMPORTANCE OF WORKPLACE COMMUNICATION
Communication in the workplace is very important for companies to

work efficiently and be productive. Employees can Page | 17
experience increased morale, productivity and
commitment if they can communicate up and down a
company’s communication chain. Employers who spend
time and energy to create open communication lines will
quickly create trust among employees, resulting in
productivity, performance and overall morale. At the
same time, employees who communicate effectively with
their colleagues, managers and customers continue to be valuable assets to a
company.
Poor communication in the workplace will inevitably lead to non-

motivated staff that can begin to question their confidence in their skills and
organizations.
The importance of strong communication runs deep within the workplace. Five
important reasons include:
1. INNOVATION
When employees have the opportunity to

express their ideas openly, they are more
likely to present their ideas without fear of
ridicule or retaliation. Innovation is highly
dependent on this, and an organization that
promotes communication is more likely to be
innovative.
2. GROWTH – Communication can be

seen internally and externally. By
associating yourself internally and
by establishing strong communication
lines, you ensure the consistency of the
Receiving and Date Developed: Document No.

Responding to APRIL 2017 Issued by:
Workplace
BATAAN PENINSULA Communication Developed by:
GRACE KELLY U. VIBAR

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externally delivered message. Each growth project is based on solid

communication and the fact that all internal or external stakeholders are on
the same page.
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Effective Communication
When executives are strong
communicators, they can better
manage their teams. When you are
a strong communicator, it is much
simpler to delegate activities,
manage conflicts, motivate and
build relationships (all important
responsibilities of an
administrator). Effective
communication not only talks to
people, but give them the
opportunity to talk to each other. Strong communication channels are essential.
Team Building
Creating effective teams requires communication and mutual cooperation. You
will be effective in building effective teams by implementing effective strategies
such as those listed below to improve communication. This will increase morale
and employee satisfaction.
Giving A Voice to All

As mentioned earlier, employee satisfaction
can be very much dependent on their
having a voice and being listened to,
whether it is in regards to an idea they
have had or about a complaint they need to
make. Consolidated communication lines
should enable everyone to communicate
freely with their colleagues, peers and superiors at any level
does an Employee and Interdepartmental survey every year and tries to

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implement at least 70% of the changes/recommendations suggested by the

employees.
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How can you

improve the
communication of
your workplace?
In the following, we explain some of the key areas where organizations can
enhance and improve communication between their teams.
 Include everyone: make sure that the communication lines are always
open. Search and actively promote progress reports and project updates.
This is especially important when it comes to remote personnel.
 Listen and show empathy – Communication is a two-way process and if
you don’t listen and don’t encourage dialogue with the other party, no job or
person can survive for a long time. Listening shows respect and allows you
to become familiar with extraordinary problems that you may have to solve
as an employer.
 Define Objectives and Expectations – Managers should provide clear and
accessible goals for teams and individuals that define exactly what is
required for a particular project and that all of the team is aware of the
objectives of the project, the department and the workplace as a whole.
 Send your message clearly – Make sure your message is clear and
accessible to the intended audience. To do this, it is important that you
speak clearly and politely – to convey your message clearly without
confusion or offence.
 Choose your medium carefully – Once you’ve created your message, you
need to make sure it’s in the best possible format. While face-to-face
communication is the best way to build trust with employees, it is not
always an option. Take time to decide if the information provided on a
printed copy works better than an email or whether a general note is
sufficient.

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The Process of Communication

Communications refers to a set of techniques
used for expressing ideas effectively and the
technology of transmission of information by Page | 20
print or telecommunication media.
Communication is lexically meant to be the
imparting or exchanging of information by
speaking, writing or using some other
medium.
It is the act of conveying intended meaning
from one entity or group to another through
the use of mutually understood signs or
semiotic rules.
Interpersonal Skills
Interpersonal skills refer to the ability to communicate or interact well with
other people. In business lexicon, it means the set of abilities enabling a person
to interact positively and work effectively with others.
It is the process by which people exchange information, feelings, and meaning
through verbal and non-verbal messages: it is face-to-face communication.
In the absence of effective interpersonal communication among employees
themselves, between the management and the employees, a business
organization fails to ensure its smooth functioning and gradually runs away
from realizing its objectives.
Interpersonal communication skills are necessary prerequisites for enhancing
productivity and continuity of the workforce within an organization. Employees
with good interpersonal skills are likely to be more productive and permanent
than those with poor interpersonal skills because the former displays
propensity to project a positive attitude and look for solutions to problems.
Components of Interpersonal Skills
The following are the different components of interpersonal skills –

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Interpersonal communication is not just about what is actually said – the

language used – but how it is said and the non-verbal messages sent through
tone of voice, facial expressions, gestures and body language.

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SELF – CHECK 1.1-2

Name _______________________________________
Choose the best answer:
1. Communication can be seen internally and externally. By associating
yourself internally and establishing strong communication lines.
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a. Innovation
b. Growth
c. Effective Communication
d. Team Building
e. Giving a voice to all
2. Employee satisfaction can be very much dependent on their having

a voice and being listened to
a. Innovation
b. Growth
d. Team Building
3. When employees have the opportunity to express their ideas

openly, they are more likely to present their ideas without fear or
ridicule or retaliation.
a. Innovation
b. Growth
d. Team Building

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4. Creating effective teams requires communication and mutual

cooperation.
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a. Innovation
b. Growth
d. Team Building
5. When executives are strong communicators, they can better

manage their teams.
a. Innovation
b. Growth
d. Team Building
ANSWER KEY 1.1-2

Name _______________________________________
1. Communication can be seen internally and externally. By associating
yourself internally and establishing strong communication lines.
a. Innovation
b. Growth
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d. Team Building
2. Employee satisfaction can be very much dependent on their having
a voice and being listened to
a. Innovation Page | 24
b. Growth
d. Team Building
3. When employees have the opportunity to express their ideas
openly, they are more likely to present their ideas without fear or
ridicule or retaliation.
a. Innovation
b. Growth
d. Team Building
4. Creating effective teams requires communication and mutual
cooperation.
a. Innovation
b. Growth
d. Team Building
5. When executives are strong communicators, they can better
manage their teams.
a. Innovation
b. Growth
d. Team Building
Information Sheet 1.1-3: Introduction to Listening
g. Learning Outcomes

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1. Know the difference between Listening and Hearing

2. Know the Stages of the Listening Process
3. Know the Barriers to Listening
4. Know the Strategies to develop active listening skills
II. Subject Matter Page | 25

Listening and Its process
B. Listening, Hearing and its process
III. Materials:
References:
https://www.tutorialspoint.com/functions_of_sales_manager/functions_of_sale
s_manager_listening_skills.htm
IV. Procedure:
c. Motivation:
1. What is Listening?
2. What is Hearing?
3. What is the Listening
process?
h. Presentation:
How does Listening
differs from Hearing?

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Lesson 3: Listening and Hearing
Communication is a two-way process where active listening plays as

major a role as speaking fluently. Speaking fluently without listening will make
any conversation a very short-lived one.
Hearing is simply picking up sound waves in our surrounding and
realizing that there has been a source of sound, whether you have seen it or
not.
Listening, on the other hand, is not only picking up sound waves but also
understanding the meaning of the words spoken, analyze them, interpret them,
and act accordingly.
In short, hearing involves only the brain, but listening involves the mind too.
Active listening helps in getting a deeper understanding of what the person is
saying, which in return, will help you arrive at the most appropriate conclusion.
Having good listening skills is something extremely imperative regardless
of your profession and daily routine. It is the ability to receive and interpret
messages accurately in the communication process. It is the vital key to all
effective communication. You might misunderstand messages due to poor
listening skills. Now, the question is how to enhance listening skills. Here is the
key.
1. Make eye contact
2. Pay attention but be relaxed
3. Keep your judgment aside
4. Go with words and picture the message
Listening may not have any relationship with verbal communication, but
the truth is that good communicators are also best listeners. It is found many
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times that that the most productive team has people who have team members
with good listening skills.
Common Listening Techniques

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Some of the Common Listening Techniques that Sales Managers use are given
below –
 Asking informative and exact questions at the beginning and end of
someone talking, but not disturbing them in between.
 Short but friendly phrases like “Go on”, “I understand” as well as “Is that
so?” help to build the speaker’s confidence.
 A good listener gives adequate amount of time to the speaker, which
helps in explaining the points properly and comprehensively.
 A good listener always maintains good eye contact with the speaker, but
avoids staring for too long.
 At times, using supporting phrases becomes repetitive and the listener
risks coming across as overtly friendly and phony. In such cases, use
gestures.
 Good listeners don’t judge others or arrive at a conclusion unless they
have completely heard the other person’s speech. They encourage others
to take time and collect their thoughts.
 Smile when appropriate and necessary. A simple smile gives more
assurance and help than lines of soothing words.
Good listening skills are necessary for success in any job, but more so for a
sales manager because he needs to have a constant communication level with
all types of clients or stakeholders. He communicates with the sales team, sales
manager, Management, customers and other departments of the organization,
so he is almost the single point of contact for some of the most important
functions in the organization.
Barriers to Effective Listening

Barriers are threat to the success of effective communication. They make
communication inaccessible, unintelligible thereby killing the prospect of its
being effective.
How often has your mind wandered when someone was telling you something?
This usually happens when the topic is discussion does not interest you.
Sometimes the conversation may be too long and tedious.

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Sometimes the topic of discussion may be interesting but the speaker is unable
to grab your attention, or you may be unable to comprehend because of lack of
knowledge of the topic or the vocabulary or language of the speaker.
There must be motivation and interest in a conversation to be able to listen
Page
effectively. However, even if there is motivation and interest, there might be| 28
some barriers that affect our ability to listen well.
We will discuss the barriers to effective listening in our subsequent sections.
1. LINGUISTIC/SEMANTIC BARRIERS
This is one of the most common barriers to listening. Learners of a language

normally face this kind of barrier.
a. UNFAMILIAR VOCABULARY
Words used by the speaker may not be familiar to you. The speaker may use
difficult words and jargons. As a result, you cannot comprehend what the
speaker says.
b. ELEMENTS OF CONNECTED SPEECH
The speaker is too fast. There are very few pauses and the rhythm that might
not be familiar to you. You fail to recognize familiar words because of
contractions, reductions, linking. For example, the speaker says, “I scream” and
you hear “ice-cream”.
c. UNABLE TO PREDICT, GUESS, AND INTERPRET MEANING FROM THE

CONTEXT
A person who pays attention to sound structure would recognize that a rapidly
spoken “Idrankitfirst” could mean either “I drank it first” or “I’d rank it first.”
You should be able to recognize whether it is “I drank it first” or “I’d rank it
first” from the context. Sometimes the speaker implies something but does not
overtly express it. “That would be all, thank you” is a polite and indirect way of
telling someone you do not need their services anymore instead of the more
direct ‘You may leave now”. You guess the meaning from the context though
the speaker does not overtly express what he or she wants.
d. GET WORDS BUT LOSE IDEAS
You lose track if you concentrate on each and every word the speaker says,
especially if you need to do it for a long period. As a result, you may

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understand the meaning of almost all the words but do not get the gist. You do
not distinguish the important information from the unimportant.
2. SOCIO-CULTURAL BARRIERS
The socio-cultural barriers also hamper effective listening. Page | 29
a. DIFFERENT CULTURAL BACKGROUND
The speaker’s accent and pronunciation of words are not familiar to you
because of difference in cultures between you and the speaker.
b. Unfamiliar Subject
The subject may not be familiar to you because you are not familiar with a
particular culture or are unaware of the lifestyle of a particular society.
3. Psychological Barriers
In this section, we will discuss the different psychological barriers to effective

listening
a. Forming opinions and drawing conclusions before listening
It is not a bad idea to know the purpose of your listening. But you may form
opinions about the speaker even before he or she speaks.
You may make assumptions about the subject to be spoken about and draw
conclusions even before the speaker speaks. This may block your mind and as
a result you will not be able to listen.
b. Lack of interest in the topic
You may not listen if you do not have any interest in the speaker’s topic.
c. Inability to pay attention
Day dreaming and a wandering mind may prevent you from listening.
d. Prejudice
You may refuse to listen to something, which goes against your ideas and
beliefs. You hear only what you want to hear.
4. Physical Barriers
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a. Physical barriers also hinder effective listening. Let us see what

these physical barriers are.
b. Noisy surroundings
The environment may be too noisy, which may affect listening.
Page | 30
c. Physical distance
You may be too far away from the speaker or too close to the speaker to be
able to hear clearly.
How to deal with Barriers in Written Communication

Ineffective written communication may overturn everything fair intended in the
content of message. It can prevent an applicant from landing in his/her dream
job, one promotion, can cancel a deal, and may hamper the image of an
organization. Barriers in written communication entirely distort the content of
the message sent and results in communication breakdown.
It is therefore essential to cope with the barrier in written communication in
order to ensure that effective communication is established.
The following are the necessary ways to deal with such barriers.
Right People
 People who are adept in spoken and written language should be given top
priority at the time of recruitment in any organization.
 Proper training for enhancing effective communicating skills of the
newcomers and also of the existing employees should be ensured
regularly.
 People drafting communication content should be well-versed in spoken
and written language.
Right Language
 Simplicity, lucidity and correctness should be emphasized in all

organizational written communication.
Right Presentation
 Make your presentation or writing almost error-free.

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 Avoid stuffing the message with silly errors like ‘loose’ in place of ‘lose’;
‘there’ in place of ‘their’; ‘too’ in place of ‘to’, etc. Always edit and
spellcheck the content before its finalization.
Right Content
Page | 31
 Focus on what the message really intends to communicate; avoid dilly
dallying with topic for correspondence.
 The content needs to be precise, short and meaningful.
Right Sequence
 The written message should be written in sequence denoting proper

meaning and order of matter presented therein.
Right Channel
 Considering the content and timing of the message, the communicator

should choose the most appropriate channel to transmit the message.
 If it is confidential or carries any sensitive information, it should be sent
through such medium which provides greater security, for instance,
encrypted email.
Right Feedback
 Inappropriate or wrong feedback defeats the purpose of the message

sent. It results in communication breakdown.
 Hence, the message should be written in a desired manner and sent
through appropriate channel so as to ensure early feedback from the
recipient.

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Name _______________________________________
Page | 32
1. You make assumptions about the subject to be spoken about and draw
conclusions even before the speaker speaks.
a) Physical Barrier
b) Psychological Barrier
c) Linguistic/Semantic Barriers
d) Socio – Cultural Barriers
2. You may be too far away from the speaker or too close to the speaker to
be able to hear clearly.
a) Physical Barrier
a) Physical Barrier
4. The speaker may use difficult words and jargons. As a result, you cannot
comprehend what the speaker says.

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a) Physical Barrier
c) Linguistic/Semantic Barriers Page | 33
5. The speaker’s accent and pronunciation of words are not familiar to you.
a) Physical Barrier
ANSWER KEY 1.1-3

Name _______________________________________
1. You make assumptions about the subject to be spoken about and draw
conclusions even before the speaker speaks.
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a) Physical Barrier

2. You may be too far away from the speaker or too close to the speaker to
be able to hear clearly.
a) Physical Barrier
a) Physical Barrier
4. The speaker may use difficult words and jargons. As a result, you cannot
comprehend what the speaker says.
a) Physical Barrier
5. The speaker’s accent and pronunciation of words are not familiar to you.

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a) Physical Barrier
Information Sheet 1.1-4: Communication Effectiveness / Work Etiquette
i. Learning Outcomes
1. Know the principles and practices of organizational communication
2. Build and maintain healthy and effective relationships
3. Communicate ethically
4. Demonstrate positive group communication exchanges
II. Subject Matter

Communication Effectiveness / Work Etiquette
III. Materials:
References:
 https://granite.pressbooks.pub/organizationalcommunication/chapter/chapter-1/
 https://workplays.ph/blog/5-communication-etiquette-practice-office/
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IV. Procedure:
j. Motivation:
1. What is work place communication ethics?
2. What is organizational communication guidelines
Page | 36
k. Presentation:
What most people often forget
is that there’s fine line between
the comfort and
professionalism.
Lesson 4: Communication Effectiveness / Work Etiquette

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Proper communication is important in any workplace, no matter what type or where

its’s located; whether it be a
co – working space, or open space office.
Page | 37
Work etiquette is a set of rules or expectations expected in the workplace. This

ensures that everyone’s right and personal space are protected, as well as ensuring
that everything that happens in the workplace is in its proper place.
For this unit, we will be discussing the different attitudes and actions that are
expected of you in the workplace such as work etiquette and common organization
guidelines.
Here are some of the proper communication etiquette for the office:
1. Focus on the other person- it doesn’t matter if you’re an expert in

multitasking, giving your sole attention on the other person will always be
appropriate.
2. Listening is underrated – when miscommunication occurs, it may

come at a cost; such as lawsuits, loss of respect or misunderstanding. The way
to avoid this is by simply listening to the one talking instead of thinking of a
response already. If you didn’t hear or understand something, don’t be afraid to
ask for clarification.
3. Appropriate timing – when you want to talk to someone in the office,

first, check if they’re not busy. If you’re the one who’s busy, you should ask the
other person if its urgent, if not, ask them if you can talk to them later because
you’re trying to finish something.
4. Appropriate Delivery – talking face to face is not always the answer;

by practicing the right delivery you can practice efficient habits in whatever
work setting you’re in.
5. Questions are important – effective communication will never be a

one-way street, it’s an act between two or more people. Asking questions –
specifically open – ended ones – will always be one of the most effective
communication skills a person could have.

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Communication skills and etiquette is one of the most important assets a person
could have. Effective communication can always make or break a business so,
always practice your communication skills and etiquette and you’ll have less
problems in the long run.
Page | 38
WORK PLACE ETIQUETTE – is a code that governs the expectations of social
behavior in a workplace. This code is put in place to “respect and protect time, people
and processes.” There is no universal agreement about a standard work etiquette,
which may vary from one environment to another
Business etiquette is a set of standards on how to conduct yourself around colleagues,

potential business partners and clients. Etiquette can either be upheld in person or
more increasingly, online via email or even video conferencing.
Face to Face Etiquette

1. When addressing people face to face, stand up, establish eye contact and
smile.
2. Shake hands with your right hand and try to match the firmness of the
other person’s handshake.
3. When greeting someone, repeat his or her name.

4. If you forget someone’s name, be honest and ask them to repeat it.
5. Keep in mind that in business, rank and status is more important than
gender and age.
VERBAL COMMUNICATION
Every encounter offers a chance to impress the other person. Keep

in mind that:
A. Someone who talks too much may be seen as nervous or

insensitive
B. Someone who ignores others could be considered snobbish
C. Someone who only discusses work mat come across as

limited.
NON – VERBAL COMMUNICATION

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Body language communicates more than just what is said. Gestures, facial
expressions, posture and physical contact are also powerful forms of
communication. Maintain eye contact and avoid distracting mannerisms such as
fidgeting, playing with hair, tapping feet or chewing gum.
Page | 39
Here are the top workplace etiquette rules that everyone should follow:
1. Introductions and greetings
When you first meet someone professionally, you should always stand and
shake their hand with a smile, maintaining eye contact. People who don’t
make eye contact can be viewed as rude, dishonest or unconfident, which
are definitely traits you don’t want to be attributed to you.
2. Dress code
Your clothing and how you appear to others are actually an integral form
of non-verbal communication that people use to assess your
professionalism. Being smartly dressed is also well known to boost
productivity and motivate others around you. As a general rule, it’s better
to be overdressed than underdressed. If you’re meeting and greeting a tie
and jacket can always be removed for a more casual look. If you’re unsure
of what dress code would be suitable, the safest bet would be to opt for
classic business dress with colors such as black, blue, grey or white.
3. Put down your phone
During meetings, phones should all be kept on silent and out of sight at all
times, as you should be fully engaged in the conversation. Similarly,
browsing through your phone or even checking it is often received badly
when interacting with customers, so the best thing to do is wait until you
are on a break.
4. Online etiquette
You must always maintain high standards of professionalism when you

communicate with people online, because the only perception they have
of you is through email. Make sure that you take into consideration who
you’re actually addressing in your emails by using the appropriate titles,

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and once you have become more acquainted, you can then start
addressing them on a first name basis.
Page | 40
5. Be respectful
Sharing a workplace with others means that it’s inevitable you’ll engage in
conversation and most people enjoy the company of their coworkers.
When engaging in conversation with others in the office, it’s sometimes
easy to forget that you’re in a professional setting and that other people
are working, so keep your volume as low as possible to prevent
disturbances
6. Table manners
There are many rules to be aware of when dining with fellow professionals,
but some of the fundamentals include: never talk with your mount full and
keep you phone out of sight at all times. Try to order something similar to
what they have and don’t go for the most expensive meal on the menu
Mediated Communication Etiquette
Mediated communication or mediated interaction refers to

communication carried out by the use of information communication
technology and can be contrasted to face to face communication.
Technology has the ability to overcome restrictions of time and place the
mediated nature of communication allows greater control and more
cautions materials of personal information.
It’s important to have polite, friendly phone etiquette when answering the
phone, especially if you’re speaking to a stranger or talking in a
workplace. When answering the phone, it’s important to know how to
answer properly so you don’t start the conversation off on a bad foot.
Answer the phone politely by speaking clearly, focusing on the call, and
maintaining professionalism if you’re in a workplace environment.

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Handling Professional Calls
1. Pick up after 2 or 3 rings. When Page | 41
you’re answering calls at work, let

the phone ring 2 or 3 times before
you answer it. If you let it ring more
than 3 times, the caller may become
impatient and feel that their call is
being ignored.
A. On the other hand, if you pick

up after the first ring, the caller may be taken aback by the quick
answer. They may not have had enough time to compose their thoughts
2. Prepare a professional greeting. When you’re answering the phone at your

office, you won’t always know who is on the other end of the phone. It could be your
boss, a customer, one of your colleagues, or even a wrong number.
A. A professional greeting like “Good morning” or “How may I help

you?” helps get the conversation off on the right foot.
B. Even if you have caller ID and think it’s a work friend calling,
someone could have borrowed their phone. Answering the phone
with “Yeah, what?” might give callers the wrong impression of you.
3. Identify yourself and your organization. In business situations, it’s most

appropriate to answer the phone with your name and company. For example, say
“Thank you for calling Smith’s Auto Body. This is Joan, how may I help you?”
A. Many offices have their own scripting for answering the phone, so
make sure you follow the rule your company has set out. If you’re
not sure of your company’s phone scripting, ask your supervisor.
4. Nicely ask who’s calling if you don’t know. Often, the person will not only
give you their name but also provide information about why they’re calling. If you
don’t have Caller ID, didn’t recognize the number, or didn’t hear what the person on
the other line said, prompt them again by saying “May I ask who’s calling?”
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A. Once the caller has introduced themselves, address the caller

properly by the title they provide. If they say their first and last
name, and you want to be more professional, call them by their last
name.
Page | 42
5. Speak directly into the mouthpiece. Rest the phone gently against your
cheek and speak into the mouthpiece that should naturally fall near your mouth.
Don’t worry about putting the mouthpiece too close to your mouth or having to speak
loudly.
A. If the person you’re speaking to asks you to raise your voice, you
can speak a little louder. Otherwise, keep your voice at a normal
conversational level
6. Avoid using slang or profane language. When you’re answering the phone
at work, you represent your company to whoever you’re speaking with on the phone.
Speak politely and avoid using slang, cursing, or bad language. Even if the
conversation becomes heated and the person, you’re speaking with swears, maintain
your composure and be polite
A. Of course, when you’re speaking on your personal phone to friends,

you can be informal with them and speak how you would in a face-
to-face conversation
BUILD AND MAINTAIN HEALTHY AND EFFECTIVE RELATIONSHIPS
One of the most thoughtful involvements we can have in our lives is

involvement we have with other human beings. Positive and supportive relationships
will help us to feel healthier, happier, and more satisfied with our lives. So, here are a
few tips to help you to develop more positive and healthy relationships in all areas of
your life:
1. Accept and celebrate difference – Life, however, would be very dull if we

were all the same and, while we may find it initially easier, the novelty of
sameness soon would wear off. So accepting and celebrating that we are
all different is a great starting point.
1. Listen effectively –

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Page | 43
Name: ____________________________________
Write T if the statement is TRUE and F if the statement is false.
1. Communication is important in any workplace, no matter what type or
where its located; whether it be a co – working space, or open space
office. _____________________
2. Appropriate delivery talking face to face in always the answer, by
practicing the right delivery you cannot practice efficient habits in
whatever work setting you’re in. _______________________
3. Effective communication can always be a one-way street.
______________________________
4. There is no universal agreement about a standard work etiquette, which
may vary from one environment to another. ____________________________
5. Its important to have polite, friendly phone etiquettes when answering
the phone. ______________

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Page | 44
ANSWER KEY 1.1-4
Name: ____________________________________
Write T if the statement is TRUE and F if the statement is false.
1. Communication is important in any workplace, no matter what type or

where its located; whether it be a co – working space, or open space
office. T
2. Appropriate delivery talking face to face in always the answer, by

practicing the right delivery you cannot practice efficient habits in
whatever work setting you’re in. F
3. Effective communication can always be a one-way street. F
4. There is no universal agreement about a standard work etiquette, which

may vary from one environment to another. T

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5. It’s important to have polite, friendly phone etiquettes when answering

the phone. T
Page | 45
Learning Outcome 2 – Perform Workplace Duties Following written notice

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If you have some problem with the content of the Page | 46

1. Read Information information sheet don’t hesitate to approach your
Sheet 1.1-1 on facilitator.
“Workplace Etiquette If you feel that you are knowledgeable with the content
and rules” of the information sheet, you can now answer self-
check provided in the module.

2. Answer Self-Check
“Workplace etiquette and rules” You are required to get
1.1-1 on “Workplace
all answers correct. If not, read the information sheets
Etiquette and rules”
again to answer all the questions correctly.
If you have some problem with the content of the

“Organizational If you feel that you are knowledgeable with the content
Guidelines” of the information sheet, you can now answer self-
4.Answer Self-Check
1.1-2
“Organizational Guidelines” You are required to get all
on “Organizational
answers correct. If not, read the information sheets
Guidelines”
again to answer all the questions correctly.
Congratulations on a Job well done!!! You have now successfully completed the
last competency for this qualification and is now ready for the Institutional
Assessment. Good luck and use what you have learned here well!!!
Learning Outcome 2 – Performing Workplace Duties Following Written Notices

Information Sheet 2.1-1: Workplace Etiquette

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l. Learning Outcomes
1. Identify workplace etiquette and rules
II. Subject Matter

Key Concepts: Workplace etiquette / workplace etiquette rules Page | 47
III. Materials:
References:
1. https://www.oxy.edu/sites/default/files/assets/business-etiquette_0.pdf
2. https://www.e-tesda.gov.ph/mod/book/view.php?id=709
Values Statement:
“Respect for ourselves guides our morals; respect for others guides our
manners.”
IV. Procedure:
Motivation:
1. What is Etiquette?
2. What is Workplace Etiquette?
Presentation:
TERMS DEFINITION
Rules governing socially acceptable
behavior
Etiquette Forms and manners, established as
acceptable or required in social
relations or a profession
Existing norms for appropriate
Professionalism communication image, competence
and demeanor in a specific workplace
Is a code that directs the
Workplace Etiquette
expectations of social behavior
Lesson Proper
Etiquette Rules governing socially acceptable behavior. Forms and

manners established as acceptable or required in social relations or a
profession.
Work Etiquette encompasses far more than simply knowing which hands
to hold your knife and fork in at a gala dinner.

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Do you know the costs of poor etiquette? 90% of unhappy customers

don’t complain, but 91% will never do business again. Good manners are cost
– effective. Business etiquette is about building strong relationships.
Rudeness is a relationship killer.
Whatever your position may be in the workplace, it is important to keep
an eye on work etiquette. The workplace will require certain anticipationPage | 48
as to
how you act and accomplish certain workplace responsibilities.
What is face to face communication? Face to face communication is the
distinction of being able to see the other party or parties in a conversation. It
allows for a better exchange of information since both speaker and listener
are able to see and interpret body language and facial expressions. Face to
face communication doesn’t have to be done by people in the same physical
space; the benefits can also be achieved over a video conference call or more
informal video chat.
You have just a few seconds to make a good first impression and it's
almost impossible to change it once it's happened. So it's worth giving each
new encounter your best shot.
1. Be on time
2. Present yourself appropriately
3. Be yourself
4. Have a winning smile
5. Be open and confident
6. Use small talk
7. Be positive
8. Be Courteous and attentive
When you are striking up a conversation with a stranger you want to

befriend or impress, remember these five tips to make sure you leave
them with a remarkable conversation and a lastingly positive
impression…
1. Be a 100% there when they talk
2. Remember the details they mention
3. Fill in awkward pauses with interesting and personal questions
4. If you sense a little boredom, ask them for their opinion
5. Finally, pay them a true and unique compliment
Follow these common rules for proper meeting etiquette:

 Be punctual
 Come prepared
 Dress professionally
 Speak loud enough
 Actively listen and participate
 Take turns speaking
 Follow the agenda
 Ask questions at the appropriate time

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What is Workplace Etiquette or office etiquette?
Office etiquette is simply defined as basic manners in the world of business. It is

important because it cuts down on stress and conflict between coworkers, which
ultimately affects the company’s success. Page | 49
Basic office etiquette rules:

1. Be friendly to new employees. Take the time to introduce yourself to new
employees and explain what your role is
2. Watch your body language
3. Don’t be late
4. Minimize the jargon
5. Dress appropriately
6. If your sick stay home
7. Respect coworkers down time
8. Knock before you enter.
What is mediated communication? It refers to Communication carried out by the

use of information communication technology and can be contrasted to face to face
communication.
Example of mediated communication
1. Email
2. Network communication
3. Instant messaging
4. Text
5. Bulletin boards
6. Online shopping etc.
Why is mediated communication important?

1. Mediated nature of communication allows greater control and more cautious
materials of personal information.
Some forms of mediated communication:

1. Telephone
2. Two – way radio
3. Computer
When receiving telephone calls, we should remember;

1. Answer the phone immediately within 3 rings
2. Greet the person calling by the hour of the day
3. Address the caller properly
4. Ask for the reason for calling, if you do not know the answer to their queries refer
them to the right person
5. Speak clearly, and politely and properly

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6. If you will refer them to other person inform them before putting them on hold
7. Do not eat, drink or use slang words and jargons
8. End the call politely
Here are the guidelines in using a two – way radio

1. Two-way radios use a one-at-a-time system of communication. When you pressPage | 50
the talk button, no one else in your group can speak or be heard.
2. Identify yourself and who you are talking to when you share a common radio
channel.
3. Be clear and concise. Use short messages only.
4. After pressing the button, pause before speaking. There may possibly be a short
delay before the radio transmits sound.
5. Use phonetic alphabet and radio language when using two-way radio
Remember to use the PHONETIC ALPHABET when using the two – way radio
TOPIC 3: WRITTEN COMMUNICATION
WRITTEN COMMUNICATION means the sending of messages, orders or

instructions in writing through letters, circulars, manuals, reports, telegrams, office
memos, bulletins, etc.
The Writing Process:

1. PREWRITING: think and decide. Make sure you understand your assignment /
topic
2. RESEARCH (if needed) search: list places where you can find information
3. DRAFTING: WRITE: put the information you researched into your own words
4. REVISING. MAKE IT BETTER
5. EDITING and PROOFREADING. Make it correct
WRITING GOOD NEWS LETTER

Good news letter have three parts of their compositions in general. Namely, they are
opening, middle and ending paragraph.
1. Opening paragraph – write the good news
2. Middle paragraph – provide relevant details
3. Ending paragraph – repeat the good news
Letter Writing Strategies – Order Refusal Letters

1. Start by acknowledging the order.
2. List out the factors explaining your decision.
3. Be clear and courteous when refusing.
4. Close with a positive, courteous paragraph.
Saying “No” or Declining Invitations

1. Start with a neutral opening.
2. Give a positive explanation why you chose to refuse.
3. Say “no” courteously.
4. Close the letter with a positive language.

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
SEVEN CS OF DOCUMENTATION
1. Clear – can be easily understood by the reader.
2. Concise – conveys everything even with minimum words.
3. Complete – includes all necessary information. Page | 51

4. Correct – includes accurate and well-detailed information.
5. Courteous – starts and ends off on a polite tone.
6. Clean – there are no corrections, may it be in physical or digital form.
7. Checked – material is checked and free from error.
Name: ____________________
1. Professionalism is a code that directs the expectations of social behavior.
a. True
b. False
2. Opening paragraph conveys everything even with minimum words
a. True
b. False
3. Clean in documentation means there is no corrections, may it be in physical or

digital form
a. True
b. False
4. Always close your letter with a positive language
a. True
b. False
c.
5. Written communication means the sending of message, orders or instructions in
writing through letters circulars, manuals,
a. True
b. False

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Page | 52
ANSWER KEY 1.2-1
Name: ____________________
1. Professionalism is a code that directs the expectations of social behavior.
a. True
b. False
2. Opening paragraph conveys everything even with minimum words
c. True
a. False
3. Clean in documentation means there is no corrections, may it be in physical or

digital form
a. True
b. False
4. Always close your letter with a positive language
a. True
b. False
5. Written communication means the sending of message, orders or instructions in
writing through letters circulars, manuals,
a. True
b. False

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Page | 53
Learning Outcome 1.2-2 Organizational Guidelines

“Common Rules in If you feel that you are knowledgeable with the content
the Workplace” of the information sheet, you can now answer self-
2. Answer Self-Check Compare your answers to the answer keys on 2.1-1

2.1-1 “Common Rules in the Workplace” You are required to
on “Common Rules in get all answers correct. If not, read the information
the Workplace” sheets again to answer all the questions correctly.

information sheet don’t hesitate to approach your
3. Read Information
facilitator.
Sheet 2.1-2 on
If you feel that you are knowledgeable with the content
“Unwritten Rules”
of the information sheet, you can now answer self-

4.Answer Self-Check Compare
Respondingyourtoanswers to the answer
APRIL 2017 keys on 2.1-2by:
Issued
2.1-2 on “Unwritten Rules” You are required to get all answers
“Unwritten Rules” Workplace
correct. If not, read the information sheets again to
BATAAN PENINSULA answer all
Communication Developed
the questions by:
correctly.
INSTITUTION INC. Octoberthe
Congratulations on a Job well done!!! You have now successfully completed 2020
last competency for this qualification and is now ready for the Institutional
Assessment. Good luck and use what you have learned here well!!!
lOMoARcPSD|24882001
Page | 54
Learning Outcome 1.2-2 –Performing Workplace Duties Following Written

Notices
Information Sheet 1.2-2: Common Rules in the Workplace
I. Learning Outcomes
1. What are office rules?
2. Why are rules important in workplace?
3. What are some unwritten rules in the workplace?
II. Subject Matter

The Organizational Guidelines
A. Common Rules in the Workplace
B. Unwritten rules in the Workplace
III. Materials:
References:
 https://nwcontract.com/workplace-conduct-rules-
regulations/#:~:text=The%20Golden%20Rule%20of%20%E2%80%9Cdo,do
%20with%20work%20to%20yourself
Values Statement:
“Do unto others as you would have them do unto you”

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IV. Procedure:
a. Motivation:
1. How would you want to be treated?
2. How would you like to treat your coworker?
Page | 55
b. Presentation:
TERMS DEFINITION
Is simply defined as basic manners in the
Office Rules / Etiquette
world of business
A place where people work, such as an
Workplace
office or factory
An accepted principle or institution that
states the way things are or should be
Written Rules
done, and tells you what you are allowed
or not allowed to do
Unwritten rules are behavioral constraints

Unwritten Rules imposed in organizations or societies that
are not voiced or written down.
c. Lesson Proper
Topic 1: Common Rules in the Workplace
The Golden Rule of “Do unto others as you would have them do unto you,”
can be used as a guide to acceptable behavior in the workplace. Respect the
space of fellow employees and keep personal opinions that don’t have anything
to do with work to you. A working environment built on mutual respect can
provide a pleasant work experience for everyone.
BASIC WORKPLACE RULES

 Follow reporting structure: punch in and out of time. If you are late
for work, your pay will be deducted accordingly. If you must be
absent or late, inform your supervisor before work begins
 Be Respectful: use equipment carefully. Keep work area neat and

orderly. Do not forget to put supplies and equipment to their proper

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
places before going home. Obey safety rulers and signs. Wear
proper safety clothes. If there are any accidents, report it to your
supervisor immediately. Come to work with clean clothes and clean
body. If you don’t understand, do not be afraid to ask. Mistakes are
expensive and can cause delays. Page | 56
 Leave Personal problems at home: All employees have their own

personal viewpoints and problems.
 Minimize Personal Communications : limit use of technologies to

avoid the perception that you waste company time or do not get
enough work done
 Follow Company Policies :
 If you don’t fully understand, do not be afraid to ask. Mistakes are

expensive and can cause delays
ABSENCES:
Even the most diligent of employees will occasionally miss a workday.

Since the reasons for an absence from work can vary greatly, many employers
utilize listings of what constitutes excused and unexcused absences.
There are two (2) types of reasons: There are many reasons you might miss
work.
1. Emergency – emergency such as illness, family emergencies, car trouble

or important appointments.
2. Special Occasions – these are usually planned activities and can not be
taken as emergencies. You are required to inform your boss at least two
(2) weeks ahead of time about this schedule.
Skipping yourself from work without giving notice to and without permission
from your boss will declare you AWOL. – ABSENT WITHOUT OFFICIAL
LEAVE. Getting another job would be very difficult because you have acquired
BAD ATTENDANCE RECORD.

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Page | 57
NAME ___________________________________________

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
CHOOSE THE BEST ANSWER:

1. A working environment built on mutual respect can provide a pleasant
work experience for everyone.
A. True
B. False
2. Since internet is unlimited, we should not limit use of technologies toPage | 58
avoid the perception that you waste company time or do not get enough
work done
A. True
B. False
3. Come to work with clean clothes and clean body.
A. True
B. False
4. Special Occasions are these are usually planned activities and cannot be
A. True
B. False
5. Skipping yourself from work without giving notice to and without
permission from your boss will declare you AWOL
A. True
B. False

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
ANSWER KEY 1.2-2
NAME ___________________________________________ Page | 59

CHOOSE THE BEST ANSWER:
1. A working environment built on mutual respect can provide a pleasant
work experience for everyone.
A. True
B. False
2. Since internet is unlimited, we should not limit use of technologies to
avoid the perception that you waste company time or do not get enough
work done
A. True
B. False
3. Come to work with clean clothes and clean body.
A. True
B. False
4. Special Occasions are these are usually planned activities and cannot be
A. True
B. False
5. Skipping yourself from work without giving notice to and without
permission from your boss will declare you AWOL
A. True
B. False

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Learning Outcome 2.1-2 –Performing Workplace Duties Following Written

Notices Page | 60
Information Sheet 2.1-2: Unwritten rules in the Workplace
Lesson Proper:
An employee and an employer have both an official and unofficial

relationship. Your official employment agreement may lay out work hours,
acceptable behaviors, break policies and the other rules that govern the office
and your position in it.
These are the mistakes you can make that will turn off your
coworkers and leave you as an isolated island.
1. Don’t Disrespect Seniority – even if you’re senior in responsibility,

show respect for people who have a longer tenure at the company
than you do.
2. Don’t hog the credit – people often don’t have a rational view of
their contribution to a project. You may think they barely did
anything, while they may think they’ve been a major contributor.
3. Don’t be a complainer – everyone has an occasional workplace

complaint. As long as it’s innocent and infrequent, that’s fine and
won’t raise any concern.
4. Don’t isolate yourself – even if you don’t like your job or plan to
leave, you still need to connect with your – workers, even if only to
have it not be obvious, you’re less than engaged.
5. Just be a good person – the unwritten rulebook boils down to ‘be a

good person who respects other people”. Simple gesture like being
more inclusive in your lunch invites or saying hello to everyone the
first time you see them goes a long way.

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Page | 61

Responding to APRIL 2017 Issued by:
Workplace
BATAAN PENINSULA Communication Developed by:

lOMoARcPSD|24882001
Page | 62
Name ____________________________________
Match the following to the correct answer:
1. If you borrow it A. Take care of it
2. If you can improve something B. Do it
3. If you break something C. Return it
4. If you move it D. Put it back
5. If you use it E. Fix it

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Page | 63
ANSWER KEY 2.1-2
Name ____________________________________
Match the following to the correct answer:
1. If you borrow it A. Take care of it
2. If you can improve something B. Do it
3. If you break something C. Return it
4. If you move it D. Put it back
5. If you use it E. Fix it

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
Page | 64
POST – TEST
Name: _______________________________
1. Sender transmits a message through a channel to the receiver.
A. True
B. False
distinct
A. True
B. False
A. Physical barrier
A. Innovation
B. Growth
D. Team building

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
A. Physical barrier
Page | 65
A. True
B. False
phone.
A. True
B. False

information.
A. True
B. False
workplace.
A. True
B. False

A. True
B. False
Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001
POST / PRE – TEST ANSWER KEY
Name: _______________________________
Page | 66
1. Sender transmit a message through a channel to the receiver.
A. True
B. False
distinct
A. True
B. False
A. Physical barrier
A. Innovation
B. Growth
D. Team building
A. Physical barrier

Responding to
BATAAN PENINSULA

lOMoARcPSD|24882001

Page | 67
A. True
B. False
phone.
A. True
B. False

information.
A. True
B. False
workplace.
A. True
B. False

A. True
B. False

Responding to
BATAAN PENINSULA

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Basic Competency (1) - CBLM in Receive and Respond in

Scan to open on Studocu

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

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List of Basic Competencies

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2. Information Sheet 1.1 – 1: The Communication / Message and Workplace

3. Self – Check 1.1 – 1 Page 6

6. Self – Check 1.1 – 2 Page 13

7. Answer Key 1.1 – 2 Page 14

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Answer the following questions.

D. Socio – cultural barrier

4. Creating effective teams requires communication and mutual cooperation.

E. Giving a voice to all

C. Linguistic / semantic barriers

D. Socio – cultural barriers

6. Effective communication can always be a one – way street

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8. The goal of communication is to convey information and not to understand the

10.Communication is important in any workplace, no matter what type or where its

UNIT OF Receive and Respond to Workplace

Receiving and Responding to Workplace

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NOMINAL DURATION: 2 HOURS

1. Follow routine spoken messages

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Sheet 1.1-2 on sheet don’t hesitate to approach your facilitator.

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Learning Outcome 1 – Follow Routine Spoken Messages

II. Subject Matter

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Aster of public administration, JD, and a BA in political science.

Communication works for those who work at it.

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The different categories of communication include:

Non-Verbal Communication, covering body language, gestures, how we dress or act,

Written Communication: which includes letters, e-mails, social media, books,

Read more at: https://www.skillsyouneed.com/ips/what-is-communication.html

WORKPLACE COMMUNICATION is a process of exchanging information, both

PROCESS OF EFFECTIVE COMMUNICATION

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We have three different types of message:

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Information Sheet 1.1-2: Importance of Workplace Communication,

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