Basic CBLM

COMPETENCY-BASED LEARNING
MATERIAL
HILOT( WELLNESS MASSAGE )NC II

Qualification Title
Participate In Workplace Communication

Unit of Competency
Participating In Workplace Communication

Module Title
FIRST IN LEARNING ELECTRONICS TRAINING CENTER

TM KALAW ST. BALINTAWAK LIPA CITY BATANGAS
CBLMs on HILOT Date Develop:

WELLNESS Document NO.
MASSAGE NC II
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Workplace FILETC
Communication
HOW TO USE THIS COMPETENCY BASED LEARNING
MATERIAL
Welcome to the module on Participate in Workplace Communication.

This module contains training materials and activities for you to
complete.
The unit of competency Participate in Workplace Communication

deals with the knowledge, skills and attitudes required to gather, interpret
and convey information in response to workplace requirements.
You are required to go through a series of learning activities in order to

complete each learning outcome of the module. Each learning outcomes is
provided with Information Sheets (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.
You may remove a blank answer sheet at the end of each module (or get
one from your facilitator/trainer) to write your answers for each self-check.
If you have questions, don’t hesitate to ask your facilitator for assistance.
Recognition of Prior Learning (RPL)
You may already have some or most of the knowledge and skills covered
in this learner's guide because you have:
 been working for some time
 already completed training in this area.
If you can demonstrate to your trainer that you are competent in a

particular skill or skills, talk to him/her about having them formally
recognized so you don't have to do the same training again. If you have a
qualification or Certificate of Competency from previous trainings, show it to
your trainer. If the skills you acquired are still current and relevant to the
unit/s of competency they may become part of the evidence you can present
for RPL. If you are not sure about the currency of your skills, discuss this
with your trainer.

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At the end of this module is a Learner’s Diary. Use this diary to record
important dates, jobs undertaken and other workplace events that will
assist you in providing further details to your trainer or assessor. A Record
of Achievement is also provided for your trainer to complete once you
complete the module.
This module was prepared to help you achieve the required competency, in
Participating in Workplace Communication. This will be the source of
information for you to acquire knowledge and skills in this particular trade
independently and at your own pace, with minimum supervision or help
from your instructor.
 Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It is divided
into sections, which cover all the skills, and knowledge you need to
successfully complete this module.
 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.
 Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important that
you listen and take notes.
 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.
 Talk to more experience workmates and ask for their guidance.

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 Use the self-check questions at the end of each section to test your
own progress.
 When you are ready, ask your trainer to watch you perform the
activities outlined in this module.
 As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/ pre-assessment reports for
this reason. When you have successfully completed each element, ask
your trainer to mark on the reports that you are ready for assessment.
 When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, your trainer will
arrange an appointment with accredited competency assessor to
assess you. The results of your assessment will be recorded in your
competency Achievement Record.

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COMPETENCY BASED LEARNING MATERIALS
HILOT (WELLNESS MASSAGE) NC II
BASIC COMPETENCIES
No Unit of Competency Module Title Code
1 Participate in Participating in HIL222101

workplace workplace
communication communication
2 Work in a team Working in a team HIL222102
environment environment
3 Practice career Practicing career HIL222103
professionalism professionalism
4 Practice occupational Practicing occupational HIL222104

health and safety health and safety
procedures procedures

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MODULE CONTENT
Learning Learning Content Progress Training
Outcome Check Duration
1. Obtain and  Specific and relevant
convey information is accessed
workplace from appropriate sources.
information  Effective questioning,
active listening and
speaking skills are used
to gather and convey
information.
 Appropriate medium is
used to transfer
information and ideas
 Appropriate non- verbal
communication is used.
 Appropriate lines of
communication with
supervisors and
colleagues are identified
and followed.
 Defined workplace
procedures for the
location and storage of
information are used.
 Personal interaction is
carried out clearly and
concisely.
2. Participate in  Team meetings are
workplace attended on time.
meetings and  Own opinions are clearly
discussions
expressed and those of
others are listened to
without interruption.
 Meeting inputs are
consistent with the
meeting purpose and
established protocols.
 Workplace interactions
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are conducted in a
courteous manner.
 Questions about simple
routine workplace
procedures and maters
concerning working
conditions of employment
are asked and responded
to.
 Meetings outcomes are
interpreted and
implemented.
3. Complete  Range of forms relating to

relevant work conditions of employment
related is completed accurately
documents
and legibly.
 Workplace data is
recorded on standard
workplace forms and
documents.
 Basic mathematical
processes are used for
routine calculations.
 Errors in recording
information on forms/
documents are identified
and properly acted upon.
 Reporting requirements to
supervisor are completed
according to
organizational guidelines.
COMPETENCY SUMMARY

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Unit of Competency PARTICIPATE IN WORKPLACE
COMMUNICATION
Module Title PARTICIPATING IN WORKPLACE

COMMUNICATION
Module Descriptor This module covers the knowledge, skills and

attitudes required to gather, interpret and convey
information in response to workplace requirements.
Nominal Duration hrs.
1. Obtain and convey workplace information

2.Participate in workplace meetings and
Learning Outcomes
discussions
3. Complete relevant work related documents
Assessment 1. Specific and relevant information is accessed
Criteria from appropriate sources.
2.Effective questioning, active listening and
speaking skills are used to gather and convey
information.
3.Appropriate medium is used to transfer
information and ideas
4.Appropriate non- verbal communication is used.
5.Appropriate lines of communication with
supervisors and colleagues are identified and
followed.
6.Defined workplace procedures for the location
and storage of information are used.
7.Personal interaction is carried out clearly and
concisely.
8.Team meetings are attended on time.
9.Own opinions are clearly expressed and those of
others are listened to without interruption.
10. Meeting inputs are consistent with the
meeting purpose and established protocols.
11. Workplace interactions are conducted in a

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courteous manner.
12. Questions about simple routine workplace
procedures and maters concerning working
conditions of employment are asked and
responded to.
13. Meetings outcomes are interpreted and
implemented.
14. Range of forms relating to conditions of
employment is completed accurately and legibly.
15. Workplace data is recorded on standard
workplace forms and documents.
16. Basic mathematical processes are used for
routine calculations.
17. Errors in recording information on forms/
documents are identified and properly acted
upon.
18. Reporting requirements to supervisor are
completed according to organizational
guidelines.

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LEARNING OUTCOME 1: OBTAIN AND CONVEY WORKPLACE
INFORMATION
ASSESSMENT CRITERIA:
1. Specific and relevant information is accessed from appropriate

sources.
2. Effective questioning, active listening and speaking skills are used to
gather and convey information.
3. Appropriate medium is used to transfer information and ideas
4. Appropriate non- verbal communication is used.
5. Appropriate lines of communication with supervisors and colleagues
are identified and followed.
6. Defined workplace procedures for the location and storage of
information are used.
CONTENTS:
 Parts of speech
 Sentence construction
 Effective communication
CONDITION:
The students/ trainees must be provided with the following:
 Writing materials (pen & paper)

 References
 Manuals
METHODOLOGIES:
 Group discussion/interaction
 Assignment method
 Competency-Based Learning Materials method
ASSESSMENT METHODS:
 Written test
 Practical performance test
 Interview

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LEARNING EXPERIENCES
LEARNING OUTCOME 1
OBTAIN AND CONVEY WORKPLACE INFORMATION
Special Instructions
Learning Activities
1. Read information sheet 1.1-1

Relevant information of the Client/s
2. Answer self-check 1.1-1 Compare
answer to answer key sheet
3. Perform job sheet 1.1-1 Assess vital

sign of client. In this learning outcome you shall
learn how to Identify Vital
4. Evaluate your performance using
criteria checklist Information of the Client.
5. Read information sheet1.1-2 Contra-
Read the information sheets to gain
indications
knowledge before answering the
6. Answer self-check 1.1-2 Compare
self-cheek and then compare your
answer to answer key sheet 1.1-2
answer key
Contra-indications
7. Read information sheet 1.1-3

Inter/Intra Personal Relationship After the activities in this LO you
are now ready to proceed to the
8. Read information sheet1.1.5
next LO, Explain Hilot
Standard Operating Procedures (SOP)
9. Answer self-check 1.1-5

Compare answer to answer key sheet 1.1-5
10. Answer self-check 1.1-1

Compare answer to answer key sheet

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INFORMATION SHEET 1.1-1
Learning Objectives: OBTAIN AND CONVEY WORKPLACE

INFORMATION
After reading this information sheet you must be able
 To apply or administer proper or correct procedure to obtain and

convey workplace information
Vital Signs
Vital signs (often shortened to just vitals) are a group of the 4 to 6 most
important signs that indicate the status of the body’s vital (life-sustaining)
functions. These measurements are taken to help assess the general
physical health of a person, give clues to possible diseases, and show
progress toward recovery. The normal ranges for a person’s vital signs vary
with age, weight, gender, and overall health.
There are four primary vital

signs: body temperature, blood
pressure, pulse (heart rate), and
breathing rate (respiratory rate),
often notated as BT, BP, HR, and
RR. However, depending on the
clinical setting, the vital signs may
include other measurements called
the "fifth vital sign" or "sixth vital
sign". Vital signs are recorded
using the LOINC internationally
accepted standard coding system.
How to get vital sign?
Physical Attributes
Human physical appearance is the outward phenotype or look of human
beings.

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There are infinite variations in human phenotypes, though society reduces
the variability to distinct categories. Physical appearance of humans, in
particular those attributes which are regarded as important for physical
attractiveness, are believed by anthropologists to significantly affect the
development of personality and social relations. Humans are acutely
sensitive to their physical appearance. Some differences in human
appearance are genetic, others are the result of age, lifestyle or disease, and
many are the result of personal adornment.
Some people have linked some differences, with ethnicity, such as skeletal
shape, pragmatism or elongated stride. Different cultures place different
degrees of emphasis on physical appearance and its importance to social
status and other phenomena.
Lifestyle
A way of living of individuals, families (households), and societies, which

they manifest in coping with their physical, psychological, social, and
economic environments on a day-to-day basis.
Lifestyle is expressed in both work and leisure behaviour patterns and (on
an individual basis) in activities, attitudes, interests, opinions, values, and
allocation of income. It also reflects people's self-image or self-concept; the

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way they see themselves and believe they are seen by the others. Lifestyle is
a composite of motivations, needs, and wants and is influenced by factors
such as culture, family, reference groups, and social class.
Contra Indications
A contra indication for massage is a reason not to provide someone with a

massage. A contraindication is something that massage may interact with
negatively, for example a fever or severe pain.
There is a long list of contraindications for massage. Put simply, if a patient

presents with an absolute contraindication, under no circumstances should
a massage be performed. For example, contagious diseases, vomiting,
diarrhoea, fever, severe pain, kidney disease, or a history of thrombosis are
all considered absolute contraindications for massage.
Interpersonal
An interpersonal relationship is a strong, deep, or close association or

acquaintance between two or more people that may range in duration from
brief to enduring. This association may be based on inference,
love, solidarity, support, regular business interactions, or some other type
of social connection or commitment. Interpersonal relationships thrive
through equitable and reciprocal compromise, they are formed in the
context of social, cultural and other influences. The context can vary
from family or kinship relations, friendship, marriage, relations with
associates, work, clubs, neighbourhoods, and places of worship.
Intrapersonal
Intrapersonal communication is communication with one’s self that is any
form of relaying messages to your own person. Intrapersonal communication
means” intrapersonal to something that occurring within the mind….how
we are think…it makes up who we are people are as individual
Intrapersonal communication takes place within a single person, often for
the purpose of the clarifying ideas or analyzing a situation. Other times
Interpersonal communication undertaken in order to neglect upon or

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appreciatesomethings
Intrapersonal communication is communication occurring within the mind

of individual. It is communication in form of internal dialogue within the
individual brain, it always intrapersonal communication among the different
people. There preconceived ideas and perception are important part of
intrapersonal communication. To achieve the main purpose of
communication-creating understanding and harmony among persons-it is
essential that man should be in harmony with himself.
Standard Operating Procedure (SOP)
A standard operating procedure (SOP) is a set of step-by-step instructions

compiled by an organization to help workers carry out complex routine
operations. SOPs aim to achieve efficiency, quality output and uniformity of
performance, while reducing miscommunication and failure to comply
with industry regulations.
 Staff Appearance
All spas should have a clear policy that describes the acceptable dress code
and physical appearance for staff members. Many spas prohibit certain
items of clothing, such as tank tops, jeans, cut-off shorts, flip flops or mini-
skirts. Management may also request that staff members wear clothing that
follows current fashion trends. Some spas may issue staff uniforms to
eliminate issues or institute a dress code that calls for all employees to wear
the same color clothing. Female staff members may be required to wear
makeup and have their hair pulled back.
 Telephone Procedure
All spa staff members must answer telephones in a courteous, friendly

manner. Most spas require that phone calls be answered in a certain
number of rings, so customers are not kept waiting. They may also have an
office greeting that staff members are required to say when answering the
phone. Staff is usually instructed not to place calls on hold without asking
for the caller’s permission or keep customers on hold for longer than a

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minute. Before hanging up a call, staff members must repeat pertinent
information, such as the scheduled appointment date, time and service.
 Client Consultation
During consultations, spa employees should learn exactly what clients hope
to get out of a spa treatment. They must read the client’s record prior to the
consultation to see what previous services have been performed. Spa staff
should then discuss details that are pertinent to the specific service, such as
the client’s skin or hair type, if they are prone to allergic reactions or if they
have physical conditions that might be aggravated by certain types of
massage. Spa employees should then explain the client’s options and help
her make an informed decision about what treatment she should have
performed. Once a service has been chosen, the procedure should be
explained to the client in detail so she knows what to expect.
 Service Procedures
Each service provided by the spa should have an established procedure

when administered to clients. Guidelines vary based on the specific
treatment. Manicure and pedicure workers must be sure to sterilize all
equipment. Aestheticians must monitor clients to ensure that they are not
having an allergic reaction. Massage therapists must make sure that clients
are comfortable with the manner in which they are draped by towels or
sheets.
 Housekeeping Procedures
One of the most critical aspects of a spa’s standard operating procedures is

their housekeeping policy. Clients will be turned off by dirty, unsanitary
conditions, and the spa may face health code violations as well. Laundry
must be done on a daily basis so there is a plentiful stock of clean towels
and sheets in service areas and changing rooms. Floors should be swept
throughout the day and mopped at the close of business each night.
Carpeting should be vacuumed as well. Trash must be thrown out
throughout the day, and any hazardous materials must be disposed of
immediately. In addition, spa equipment and supplies must be sanitized
after use on each client.

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SELF-CHECK No. 1
Multiple Choice: Encircle the letter of the correct answer
1. The instrument used in getting body temperature.

a.BT b. BP c.HR d. RR
2. The instrument used in getting blood pressure.

a.HR b. RR c. BP d.BT
3. The instrument used in getting heart rate.

a. RR b.HR c, BP d.BT
4. In physical description height refers to

A .tall b. old c. slim d. handsome
5. In physical description weight refers to

a. fat b .old c. tall d. ugly
6. Set of step-by-step instructions compiled by an organization to help

workers carry out complex routine operations
a. Standard Operating Procedure b. Intrapersonal Communication
c. progress chart d. service procedure
7. Reason not to provide someone with a massage

a. Staff Appearance b. Contra Indications
c. Therapist d. Intrapersonal Communication
8. Aim to achieve efficiency, quality output and uniformity of performance,

while reducing miscommunication and failure to comply with industry
regulations
a. Standard Operating Procedure b. Intrapersonal Communication
c. progress chart d. service procedure
9. Is the outward phenotype or look of human beings
a. Human physical appearance b. self-actualization
b. body d. self esteem
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10. Communication occurring within the mind of individual
a. Intrapersonal communication b. Telephone Etiquette
b. Interpersonal communication d. client consultation
ANSWER KEY 1.1-1
1. C
2. B
3. A
4. A
5. A
6. A
7. B
8. A
9. A
10.A

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INFORMATION SHEETS 1.2-1
CONTRA-INDICATIONS OF HILOT
Learning Objectives:
After reading this information sheet, you must be able to:

 To apply or administer proper or correct procedure to Contra-
indications
 Know what is the contra indication
When referring to massage, a contraindication—”contra” meaning against—

is any physical, emotional, or mental condition that may cause a particular
massage treatment to be unsafe or detrimental to the client’s well-being. It
means that the expected treatment is inadvisable; conditions may exist in
which it would not be beneficial to apply any form of massage to part of or
all of the body. There are absolute contraindications and regional (or partial)
contraindications; absolute meaning that massage is absolutely not
appropriate and regional (or partial) meaning that massage is not
appropriate in certain areas of the body
Some examples of absolute contraindications would be
 Severe, uncontrolled hypertension (high blood pressure)

 Acute pneumonia
 Toxemia during pregnancy
 A fever over 101
Some examples of regional or partial contraindications would be:
 Local contagious conditions
 Open wounds
 Acute neuritis or arthritis
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 Local inflamed areas

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Contraindication: A condition which makes a particular treatment or
procedure potentially inadvisable. A contraindication may be absolute or
relative
 An absolute contraindication is a situation which makes a particular

treatment or procedure absolutely inadvisable. In children, for
example, aspirin is almost always contraindicated because of the
danger that aspirin will cause Reye syndrome.
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A relative contraindication is a condition which makes a particular
treatment or procedure possibly inadvisable. For example, X-rays
in pregnancy are relatively contraindicated (because of concern for the
developing fetus) unless the X-rays are absolutely necessary
SELF-CHECK 1.1-2
Instruction: Answer the questions with true or false

1. Absolute contra-indication is a particular treatment or procedure
inadvisable on children.
2. A pregnant women can take any medicine during her pregnancy period.
3. X-rays in pregnancy are relatively contraindicated.
4. Contra-indication is not important to recognise any harm to the client.
5. A contra-indication is something that prevents or restrict the way in
which the treatment is performed.
II. Enumeration
ANSWER KEY 1.1-2
1. T
2. F
3. T
4. F
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5. T
INTER/INTRA PERSONAL RELATIONSHIP
 Learn INTER/INTRA PERSONAL RELATIONSHIP.
The quality of our life is the quality of our relationship

Outline of our discussion.
Intrapersonal communication. Self-concept. Perception. Expectation.
Motivation (Maslow pyramid). Interpersonal communication. Difference –

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intrapersonal & interpersonal common. Impersonal and interpersonal
communication. Good interpersonal communication. Johri window
Intrapersonal communication takes place within a single person, often for

the purpose of clarifying ideas or analysing a situation AND to reflect upon
or appreciate something. Aspects of intrapersonal communication are •Self-
concept• Perception •Expectation• Motivation
Self-concept is the basis for intrapersonal communication, because it
determines how a persona sees him/herself and is oriented toward others.
The term self-concept is a general term used to refer to how someone thinks
about or perceives themselves. The self -concept is how we think about and
evaluate ourselves. To be aware of oneself is to have a concept of oneself
Perception is the organization identification and interpretation of sensory
information in order to represent and understand the environment. All
perception involves signals in the nervous system, which in turn result from
physical stimulation of the sense organs.
Expectations are future-oriented messages dealing with long-term roles,
sometimes called life scripts. These sometimes are projections of learned
relationships within the family or society.
TYPES OF INTRAPESONAL COMMUNICATION

1. Internal discourse
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2. Solo vocal communication
3. Solo written communication
• Internal discourse involves thinking, concentration and analysis.
Psychologists include both daydreaming and nocturnal dreaming in this
category. Example Prayer and meditation
• Solo vocal communication includes speaking aloud to oneself. This may be
done to clarify thinking, to rehearse a message intended for others, or
simply to let off steam. Example: Talking to yourself as you complain about
your boss.
• Solo written communication deals with writing not intended for others.
Example: An entry in a diary or personal journal
Interpersonal communication Interpersonal communication is the process
that we use to communicate our ideas, thoughts, and feelings to another
person. Our interpersonal communication skills are learned behaviours that
can be improved through knowledge, practice, feedback and reflection.
Intrapersonal Communication Intrapersonal communication could be called
our inner monologue. When we sit down to think of ways to solve a problem,
were communicating interpersonally. Even during those moments of quiet
reflection about ourselves, our goals in life, our beliefs, values and
expectations, we are communicating with ourselves. Intrapersonal
communication also includes dreams, fantasies, talking out loud to yourself
and writing, such as in a journal. Interpersonal Communication
Interpersonal communication takes place between at least two people. A
conversation over a candlelit dinner, a phone call and this article are all
considered interpersonal communication. One person sends a message,
either by talking or writing, or even with body language, and at least one
other person receives that message. Effective interpersonal communication
depends on the messenger ability to convey their exact meaning without
ambiguity.

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Strong positive interpersonal relationships are essential to achieving our
success – whether they be work relationships, family relationships or
relationships with others in our communities. We’re in almost constant
contact with others and we should make every contact an opportunity to
strengthen our social skills and reinforce our relationships. With that in
mind, here are ten benefits for having good interpersonal skills that
contribute to maintaining rewarding long-term relationships:
1. Trust: Long-term relationships are based on trust. When we trust others,
we are more relaxed, comfortable
2. Acceptance: Once we experience trust with others, we can be honest
about our weaknesses and shortcomings because we’re confident that we
will be accepted for who we are, without judgment or criticism.
3. Support: Our lives go through many changes, some planned and some
take us by surprise. In either case, they often take us out of our comfort
zone and challenge us to grow and become more than we were before. Good,
healthy relationships give us the support and encouragement we need to
rise to new and different challenges.
4. A Kind Ear: We often think of good communication skills as being able to
speak well. That’s only half of it. The ability to listen well is the other half.
Having someone who will listen non-judgmentally when you’re feeling down
or frustrated and want to “vent” gives you the freedom to express yourself.
Sometimes you just need to get something off your chest without feeling like
you have to watch every word you say.
5. Understanding: When someone knows you well enough to understand
where you’re “coming from” and instantly know the context in which you’re
speaking, it’s easier to open up .Individuals in long-term relationships have
a history of that build a mutual understanding so they “get you” without a
lot of explanation.
6. Someone to Call on When You Need a Hand: Everyone, from time to time,
needs a hand from a friend, colleague, peer, or family member. This can be
in the form of advice, a new job, or assistance with a particular project in
which you need to call on another’s expertise.
7. Referrals and References: You can count on the people with whom you
have a good relationship to give you a positive reference or referral – they’re
more likely to be a good advocate for you and expound on your strengths
and strongpoints.

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8. Share and Celebrate: Celebrating with people who truly care about you
and want celebrate with you when your life is going well, when you secured
a promotion, or when bought your first house is a ton fun. Being
acknowledged for your accomplishments is a rewarding experience and
when you have good relationships, most want to be part of celebrating your
success.
9. Reduced Stress: Sharing your life with friends and co-workers who you
trust, who accept, understand and support you reduces stress because you
have camaraderie and, therefore, less potential for interpersonal conflicts.
Good relationships bring about the best in work teams and families by
reducing the anxieties that cause stress and, at the same time, good
relationships cultivate a sense of well-being and emotional security.
10. Happiness and Satisfaction: Having good relationships means there’s a
mutual like for one another. Being around people you like and who like you
create situations that are harmonious, supportive, and well, happy. You
have an overall feeling of satisfaction in your life – be it at work, at home, or
in your community.
Now, here are ten benefits others will receive from having a good
relationship with you
1. Trust
2. Acceptance
3. Support
4. A Kind Ear
5. Understanding
6. Someone to Call on When You Need a Hand
7. Referrals and References
8. Share and Celebrate
9. Reduce Stress
10. Happiness and Satisfaction
Did you notice that the list was exactly the same? The strongest and best
relationships are made when all parties give and receive. If you want these
ten benefits for yourself, you have to give them to others. Too often we look
at relationships with a “what-do-I-get-out-of-this?” perspective. That’s not
how good relationships work. It’s about give and take. Think about what you
want out of a relationship, then give it. You’ll be surprised at how much
better your relationships become!
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The Johari Window model. A simple and useful tool for understanding and
training self-awareness, personal development, improving communications,
interpersonal relationships, group dynamics, team development and inter
group relationships. Developed by American psychologists Joseph Luftand
Harry Ingham in the 1950s, calling it Johari after combining their first
names, Joe and Harry Especially relevant due to emphasis on and influence
of, soft skills, behaviour, empathy, cooperation, inter-group development
and inter personal development
SELF-CHECK 1.1-3
Multiple Choice:
Instruction: Encircle the letter of the correct answer
1. What are the types of intrapersonal communication?
a. internal discourse
b. solo vocal communication
c. solo written communication
d. all of the above
2. When we trust others we are more relaxed and?
a. comfortable
b. unhappy
c. judgemental
d. self -pity
3. Sharing life with friends and co –workers can reduced?
a. weight
b. stress
c. happiness
d. good relationship
MASSAGE NC II
Workplace FILETC 37
Communication
4. What is inter personal relationship?
a. trust
b. support
c. acceptance
d. all of the above
5. We often think of a good communication skills as being able to

speak well is?
a. trust
b. acceptance
c. a kind ear
d. understanding
ANSWER KEY1.1
1. D
2. A
3. B
4. D
5. D

INFORMATION GATHERING

MASSAGE NC II
Workplace FILETC 37
Communication
 know about INFORMATION GATHERING
In order to determine the requirements of a system, information must be

gathered from the customer. Ideally, the information obtained will enable a
well-defined, accurate, and complete description of how the business
functions as well as the people, functions and data involved. However, this
is not always the case, and information is often misinterpreted or omitted
entirely.
There are many techniques that can be employed when gathering

information. The type of information you are trying to obtain, as well as the
people providing the information, will determine which techniques you
should use.
Traditional Methods of Gathering Information
Traditional methods of gathering information include:
 Interviews
 Questioning
 Questionnaires
 Observation
 Study of existing organizational documents, forms and reports
 Traditional methods are often used when the overall objective is clear
and requirements are well defined. In addition, methods such as
questioning and interviewing are generally regarded as “the only
choice” for particular phases such as the initial contact.
Modern Methods of Gathering Information
 JAD
 RAD
 Prototyping
Modern methods are often used when the requirements and objectives are
not clearly understood. Modern methods of gathering information require a
MASSAGE NC II
Workplace FILETC 37
Communication
greater effort, but often the results are much faster and more accurate than
those gathered by traditional methods
SELF-CHECK 1.1-4
Direction: Put a check (/) mark if the statement is correct and a cross
(x ) mark if correct.
1. Modern methods are often used when the requirements and objectives are
not clearly understood.
1. Modern methods of gathering information not require a greater effort.
3. Traditional methods are often used when the overall objective is clear and
requirements are well defined.

MASSAGE NC II
Workplace FILETC 37
Communication
4. Traditional methods of gathering information include interviews and
questioning.
5. Information gathering is not important in this topic
ANSWER KEY1.1-4
1. /
2. X
1. /
4. /
5. X

STANDARD OPERATING PROCEDURE (SOP) IN HILOT WELLNESS
After reading this information sheet, you must be able to know about
Standard Operating Procedure
STANDARD OPERATING PROCEDURE (SOP)
 know about Standard Operating Procedure in performing HILOT
wellness
Definition of an SOP — (Standard Operating Procedures)

A written method of controlling a practice in accordance with predetermined
specifications to obtain a desired outcome. SOPs are written steps to explain
MASSAGE NC II
Workplace FILETC 37
Communication
good manufacturing practices (GMP), plant safety routines, financial
controls to secure assets, or IT security measures that employees are to
follow. SOPs are step by step procedures on how to do something that is
critical to quality, critical to safe operations, or critical to security.
Why Do We Need Procedures?
Regulations may require them as part of the compliance (OSHA, SOX, EPA,
DOT, FDA). Some industries have voluntary guidelines that suggest them as
a best practice (OSHA VPP “Star” program, ISO quality, GAAP, IFRS, ITIL,
to name a few). Organizations looking to become “World Class”, the best in
their industry, demand them as part of defining their standard work.
Company policies, six sigma discipline, or engineering standards determine
the need for exacting consistency.
Procedures Protect Workers
Workers who are following established procedures have more confidence

that their actions are supported by management, the underlying statutes or
regulations, and that they are following industry best practices. Using
standard operating procedures regularly leads to fewer corrective actions. If
there are legal ramifications to your work, then following your procedures
reduces liabilities.
Procedures Protect Customers
Customers are entitled to dependable product or service delivery based on

established and accepted measures — not on any one worker’s personal
values, and not varying from one geographic area to another.
SOPs and Work Instructions

MASSAGE NC II
Workplace FILETC 37
Communication
Some SOPs may have a two-tiered system that includes both procedures
and Work Instructions. Your procedures provide a general view of the higher
level steps, whereas Work Instructions are significantly more detailed.
One advantage of a two-tiered system is that SOPs change less often,
whereas work instructions may need to be changed or updated more
frequently due to changes in organizational structure, equipment, or
application software.
Designing Procedures
Procedures provide a description of who does what, when. An SOP

characterizes relationships and control measures. It defines the roles and
responsibilities to help workers “find themselves” in the business process.
Procedures clarify different decision points and provide the necessary
guidance on criteria to make a decision.
When writing a procedure, make sure to answer the key questions:

MASSAGE NC II
Workplace FILETC 37
Communication
SELF-CHECK 1.1-5
Multiple Choice:
Instruction: Encircle the letter of the correct answer
1. A written method of controlling a practice in accordance with

predetermined specifications to obtain a desired outcome
a. information gathering c. intra/inter personal relationship
b. contra-indication d. standard operating procedure
(SOP)
2. What is the meaning of (SOP)?

a. standard operating procedure c. sample of pre-test
b. solving of problems d. none of the above
3. SOPs are step by step procedures on how to do something that is critical,

a. critical to quality c. critical to security.
b. critical to safe operations d. all of the above
4. Customers are entitled to dependable product or service delivery based on

a. established and accepted measures
b. not on any one worker’s personal values,
c. not varying from one geographic area to another
d. all of the above
5. What characterizes relationship and control measures?

a. data gathering c. work instruction

MASSAGE NC II
Workplace FILETC 37
Communication
b. standard operating procedure d. information sheet
ANSWER KEY 1.1-5
1. A
2. D
3. D
4. B
5. B

MASSAGE NC II
Workplace FILETC 37
Communication
MASSAGE NC II
Workplace FILETC 37
Communication

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COMPETENCY-BASED LEARNING

HILOT( WELLNESS MASSAGE )NC II

Participate In Workplace Communication

Participating In Workplace Communication

FIRST IN LEARNING ELECTRONICS TRAINING CENTER

CBLMs on HILOT Date Develop:

Welcome to the module on Participate in Workplace Communication.

The unit of competency Participate in Workplace Communication

You are required to go through a series of learning activities in order to

Recognition of Prior Learning (RPL)

If you can demonstrate to your trainer that you are competent in a

CBLMs on HILOT Date Develop:

 Most probably your trainer will also be your supervisor or manager.

 You will be given plenty of opportunity to ask questions and practice

 Talk to more experience workmates and ask for their guidance.

CBLMs on HILOT Date Develop:

CBLMs on HILOT Date Develop:

No Unit of Competency Module Title Code

1 Participate in Participating in HIL222101

4 Practice occupational Practicing occupational HIL222104

CBLMs on HILOT Date Develop:

3. Complete  Range of forms relating to

CBLMs on HILOT Date Develop:

Module Title PARTICIPATING IN WORKPLACE

Module Descriptor This module covers the knowledge, skills and

Nominal Duration hrs.

1. Obtain and convey workplace information

CBLMs on HILOT Date Develop:

CBLMs on HILOT Date Develop:

1. Specific and relevant information is accessed from appropriate

The students/ trainees must be provided with the following:

 Writing materials (pen & paper)

CBLMs on HILOT Date Develop:

1. Read information sheet 1.1-1

3. Perform job sheet 1.1-1 Assess vital

7. Read information sheet 1.1-3

9. Answer self-check 1.1-5

10. Answer self-check 1.1-1

CBLMs on HILOT Date Develop:

Learning Objectives: OBTAIN AND CONVEY WORKPLACE

After reading this information sheet you must be able

 To apply or administer proper or correct procedure to obtain and

There are four primary vital

CBLMs on HILOT Date Develop:

A way of living of individuals, families (households), and societies, which

CBLMs on HILOT Date Develop:

A contra indication for massage is a reason not to provide someone with a

There is a long list of contraindications for massage. Put simply, if a patient

An interpersonal relationship is a strong, deep, or close association or

CBLMs on HILOT Date Develop:

Intrapersonal communication is communication occurring within the mind

Standard Operating Procedure (SOP)

A standard operating procedure (SOP) is a set of step-by-step instructions

All spa staff members must answer telephones in a courteous, friendly

CBLMs on HILOT Date Develop:

Each service provided by the spa should have an established procedure

One of the most critical aspects of a spa’s standard operating procedures is

CBLMs on HILOT Date Develop:

1. The instrument used in getting body temperature.

2. The instrument used in getting blood pressure.

3. The instrument used in getting heart rate.

4. In physical description height refers to

5. In physical description weight refers to