ACTIVITY 5:

COMMUNICATION PROTOCOLS AND PROCEDURES:

LINES OF COMMUNICATION AND
COMMUNICATION STORAGE

Think about a situational from your personal or work life when you did not receive the
information you needed to carry out a task or when you were responsible for not passing
on information that was needed. What happened and what should have been done
differently?
I was at home and doing an assignment. I had to pass the assignment on time, but when I was at school
and needed to pass it, I left it at home because I was in a hurry to not be late and I forgot it at home. I
should have done the assignment early, and I didn't rush to school, so I didn't forget, and I still had time
to not rush to school.

Read the scenarios below. For each one, answer the following question:
Scenario 1:
1. What happened in the scenario?
A customer came to Maria and wanted a refund on the cellphone because it was not working.
Maria was not authorized to make a refund because her supervisor was not there. She sent it
back the next day, but Maria forgot to leave notes the next day because she was not at work.
When the customer returned, the supervisor did not know, so the customer got angry.
2. What should have been the line of communication?
Verbal
3. What broke the line of communication?
Maria forgot to do some notes of the costumer concern.
4. What are the potential consequences of the broken line of communication?
Misunderstanding and lack of information.
5. How can such a situation be avoided in the future?
Always listen to what the customer has to say and write down important information if
possible, to avoid such incidents.
Scenario 2:
1. What happened in the scenario?
Joseph is an employee at a popular computer repair business. He does
receiving consumer requests for assistance, assigning technicians in accordance with
to the work that must be completed. He receives a call regarding a family issue one day.
And is forced to take a few days off from work. The database containing the list of
clients waiting for assistance.
2. What should have been the line of communication?
Verbal
3. What broke the line of communication?
His co-workers did not have access to his clients, and he was unable to instruct his
employees.
4. What are the potential consequences of the broken line of communication?
His co-workers did not have access to his clients, and he was unable to instruct his
employees.
5. How can such a situation be avoided in the future?
To prevent this from happening, always tell your co-workers if there are any remaining
tasks that cannot be done.
Scenario 3:
1. What happened in the scenario?
I'm about to go to work, but I'm not feeling well. I was with my co-worker, and I told him
to say to my supervisor that I can't come in because I'm not feeling well, but my co-
worker forgot to say that my supervisor texted me, why didn't I get in?
2. What should have been the line of communication?
Verbal / Written
3. What broke the line of communication?
My coworker forgot to tell me I couldn't come to work.
4. What are the potential consequences of the broken line of communication?
Lose a job
5. How can such a situation be avoided in the future?
Direct message the supervisor.
Surely at home, we have our own way of keeping personal or family document. What types
of document does your family keep and how do they store them?
Our family members each have a personal document of their own, such as a birth
certificate or another kind of paper document that is stored in an envelope and cabinet to easily
access if needed.
Know think about a workplace. What type of information would need to be stored? How
does information get stored?
The information that needs to be hidden but is important to a company is similar sales details, a
certificate of ownership, and official receipts. that is stored in a secured compartment to which
only a few people know and have access.

Let’s Apply: Lines of Communication and Storage of Information

 What are the essential transaction documents that a store owner deals with every day?
Pay slip, Official recipe of transaction.
 How are these documents used and shared amongst your employees?
On a xerox copy will be given to the employee not the original copy.
 How does he/she manage and organize these documents so they can be easily accessed?
Label cabinets, boxes, folders, etc. so everyone who needs access to documents can
easily find them.
 Why is important to organize these documents?
because of that you can see the sales of the store and the salary of each employee
Let’s Apply: Lines of Communication and Storage of Information
Share the information you learned from the interview with an adult in your household. Ask
that person to share their own experience with the storage and use of information in them
own work situations. Write any learning points below.

It is very important to keep the documents in the right place and label each one easily to make
them easy to find when needed and to avoid damaging important documents.
Conduct a quick self-assessment and answer the table below.
Topics to discuss during the Learning Check:
1. Parts of the module that were the easiest to answer/do.
Performance Check list
2. Parts of the module that were the hardest to answer/do.
Lines of communication and Communication storage
3. Parts of the module that need further clarification or explanation.
Performance Criteria Checklist
4. Additional support needed by the learner from the facilitator.
5. Review and check of the learner’s answers and outputs for the session.
6. Feedback on the learner’s performance in terms of the following: mastery of content,
skills development, and pace in answering the module.
7. Plans for how the learner will move forward with the module.

Session 1 – Writing Space

Use this space to complete any of the written assignments above or write any
thoughts or ideas that have come to mind on modes and media of communication,
effective strategies of giving and receiving information, using proper protocol and
procedures regarding the lines of communication in the workplace and the storage
of information.
It is easier to work when each task is organized and there is a flow in the work step by step that
is not confusing and will be finished quickly. When there is proper communication, there will be no
confusion and there will be unity.