Participating in Workplace Communication

INTRODUCTION:

Hi! Welcome to Module 1 of the Basic Competencies of the Competency

Based Curriculum.

This module is aimed at developing your communication skills to achieve

proficiency. Moreover, you will learn to communicate effectively by using the English
language, by doing things with it, by having fun with it and experiencing it.

For effective communication, appropriate lines of communications with

superiors and colleagues are used. Various but relevant activities are given to
enhance your knowledge, skills and attitude to receive, respond and act on oral and
written communication in your field of specialization once you get to have a job.

Module 1 will teach you to properly participate in a workplace communication.

This will require your effective questioning and active listening and speaking skills in
gathering and conveying workplace information through a face to face or telephone
conversation. You will also learn how to participate well in meetings and discussions.
Studying this module will also require your writing skills in completing work related
documents.

Of course you will find some problems. Sometimes your ability to

communicate will break down like a machine in your shop. There are times when
people would laugh at your mistakes, don’t worry about your mistakes – they are
good teachers! See if you make a mistake you can laugh, too, because you will have
made an important discovery.

The following are the learning outcomes that must be achieved after you have
gone through this module.

● Obtain and convey workplace information

● Complete work related documents
● Participate in workplace meetings and discussions

Improve your communication skills. Take this module now! Good luck!

Participating in Workplace Communication

Basic Competency
Page 1 of 29
 HOW TO USE THIS COMPETENCY-BASED LEARNING MODULE
Welcome to the Module in Participating in Workplace Communication. This
module contains activities for you to complete.

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

complete each learning outcome of the module. In each learning outcome there may
be given information or suggested reference materials for further reading to help you
better understand the required activities and the lesson. Follow these activities on
your own and answer the questions that are given. Then, ask for 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.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in
this module because you may have:

 been working for sometime

 already completed some lessons related to this module

If you can show to your trainer that you are competent in this particular lesson,
talk to him/her about having them formally recognized so you won’t have to do the
same training again. If you have qualifications or Certificates of Competency from
previous trainings, show them to your trainer. If they are found to be relevant to this
module, they may become part of the evidence you can present for RPL.

At the end of this learning material 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 assessors. A Record of
Achievement is also provided for your trainer to complete once you have completed
the module.

This learning material 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 the knowledge and skills in this particular module
independently and at your own pace with minimum supervision or help from your
instructor.

In doing the activities to be completed as required in this module, please be

guided by the following:

 Talk to your trainer and agree on how you will both organize in taking this
module. Read through the module carefully.

Participating in Workplace Communication

Basic Competency
Page 2 of 29
 Work through all information and complete the activities in each section. Read
the information sheets and complete the self checks provided. 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. Ask for help.

 Your trainer will tell you about the important things you need to consider when
you are completing the activities and it is important that you listen and take
notes.

 You will be given plenty of opportunities 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 experienced work mates and ask for their guidance.

 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 completed this learning material and feel confident that you have
sufficient knowledge and skills, your trainer will arrange an appointment with a
registered assessor to assess you.

Participating in Workplace Communication

Basic Competency
Page 3 of 29
1 WHAT IS COMMUNICATION
COMMUNICATION IS NOT JUST ABOUT TALKING TO SOMEONE.

Activity 1: What is communication?

Circle the items in the list below that you think are examples of
communication:

talking listening
holding hands giving the thumbs up
body language sending a fax
showing a photo using the telephone

If you circled all of them you are right. Communication is any written, verbal or
non-verbal behavior which gives people an opportunity to send their thoughts and
feelings, and to have these thoughts and feelings received by someone else. In
short, it is the process by which we give, receive or exchange information with
others.

Communication includes elements that you may not consciously think about.
For example:

● listening
● speaking (like seeking clarification)
● body language
● writing
● general attitude

HOW GOOD COMMUNICATION AT WORK CAN HELP YOU

What would YOU like to achieve?

Making the boss think more highly of you _______________

Overcoming shyness and feelings of insecurity _______________

Getting colleagues to do what you want _______________

Getting faster promotions and pay raises _______________

Expanding your range of skills and experience _______________

Getting more influential people on your side _______________

Participating in Workplace Communication

Basic Competency
Page 4 of 29
Winning the sincere admiration and praise of workmates _______________

Gaining more satisfied customers and repeat business _______________

Sharpening up your negotiation skills _______________

Putting across a really positive personal image _______________

Widening your network of contacts _______________

Finding out valuable information before other people _______________

Improving the image of your organization _______________

Learning new skills to advance your career _______________

Becoming an effective manager of other people _______________

Making better decisions _______________

Improving your relationships with colleagues _______________

Helping to bring about positive changes _______________

Winning more professional recognition _______________

Establishing a first class personal reputation _______________

To be an effective worker, it is necessary to have the skills and confidence to

communicate with others. Information is communicated in two directions-sometimes
you receive information and sometimes you convey it. In the workplace, you
communicate regularly with your employer or supervisor and your co-workers. You
might also communicate with customers and suppliers, contractors or other people
from outside your workplace.

Communication may be spoken (verbal), body language (nonverbal) or

written. And there are many points to bear in mind when deciding whether to use the
written or spoken form of communication.

CHOOSING PAPER OR SPOKEN WORD

Should we communicate on paper or by spoken word? Different occasions

call for different action. If you need to contact someone outside your organization
urgently, a telephone call would probably be your best choice. On the other hand, if
you have a very complicated message to explain, then sending a letter or a fax
would be better. The receiver will have time to digest the information properly.

The spider chart on the next page shows several examples of written and
spoken communication. All have their part to play, according to circumstances.

Participating in Workplace Communication

Basic Competency
Page 5 of 29
KINDS OF COMMUNICATION

A. VERBAL

meeting

unplanned chat telephone

conversation

SPOKEN

talk
interview

discussion
The advantages are:

● Speaking to someone is more personal.

● Feelings, on both sides, can be expressed more easily.
● Your message is instantly relayed.
● The receiver’s initial reaction can be judged.

The disadvantages are:

● It is hard to tell if the other person is really listening.

● Facts can be distorted when messages are passed on.
● There is no permanent record (unless it is taped).
● Sometimes personality clashes can occur – loss of temper for example.

Participating in Workplace Communication

Basic Competency
Page 6 of 29
 B. WRITTEN

newsletter advertisement

report note

notice WRITTEN e-mail

form
memo

telex

fax letter

The advantages are:

● Writing provides a permanent record.

● It is good for complex subjects.
● The document can be carefully planned and drafted in advance.
● There is less chance of impulsive statements being made.

The disadvantages are:

● More costly.
● A written record, because it is permanent, cannot be altered in any way.
● Writing is more formal and distant than say a telephone call.
● There is no guarantee that written communication will be read.

Participating in Workplace Communication

Basic Competency
Page 7 of 29
VISUAL IMAGES

Apart from actual written words, charts and graphs can be used to
communicate, often very effectively. They provide an instant visual image that many
people can understand better than a book of text. These visual images are classified
into:

● A table ● A pictograph
● A flow chart ● A pie chart
● A bar graph ● An organization chart
● A line graph ● An information tree or information
● A pictograph map
● A pictogram

HOW CHARTS AND GRAPHS CAN HELP US

Communication in organizations largely means presenting facts and

information so that decisions can be made. A lot of these facts are in the form of
statistics. When these statistics are presented as text they can become very
confusing and difficult to understand.

By using charts and graphs, along with the more traditional written and
spoken communication, much of this statistical information can be presented
separately – in a way that is easy to understand.

EXAMPLE OF CHART / GRAPH

Note: Ask your instructor for examples of Graph/Chart

C. BODY LANGUAGE (NON-VERBAL COMMUNICATION)

There is another way of communicating which does not involve the use of
paper or the spoken words. This is known as body language. Body language,
sometimes known as non-verbal communication, refers to the way we communicate
by using different parts of our body rather than the written or spoken word. In fact we
all communicate in this way every working day, as well as at home.

Body language or non-verbal signals may include the following:

● A nod of the head

● A smile
● A grievance
● A shaking of the shoulders
● A look at the eye
● An evasive look and eyes look at other directions

Participating in Workplace Communication

Basic Competency
Page 8 of 29
 Body language can often convey more meaning than any words that may be
spoken.

GIVING THE RIGHT SIGNALS

It is very important that your body language is interpreted the way you want it
to be. Other people can be just as perceptive as you and if you show a bored
expression or raise your eyes to the ceiling in annoyance, the chances are it will be
noticed. If you want to show your annoyance or boredom then that is fine but
sometimes you may need to hide your real feelings and pretend to be interested in
what someone else is saying, perhaps for the sake of a business deal or because
the person talking is important to you for one reason or another.

As a child you were told to think before opening your mouth to speak. In the
same way, try to control your body language and make it work for you in an effective
and desirable manner. With practice you can send out the right rather than the wrong
signals.

Activity 2: Different communication methods

List five different communication methods that you observed at school or at

work this week.

1. __________________________________________________________
2. __________________________________________________________
3. __________________________________________________________
4. __________________________________________________________
5. __________________________________________________________

Activity 3. Reading body language at work

There are certain times at work when it is particularly important to study other
people’s body language:

● When you are chairing a meeting. What do the gestures, movements, and
facial expressions of your colleagues tell you about the success or failure of
the meeting?
● When you are giving a talk. Has the audience fallen asleep? Is everyone
sitting with bored expressions on their faces? Then change direction and
make your talk more interesting and stimulating.
● When you are clinching an important business deal. If you watch your
costumer or client carefully you will be able to judge for yourself whether or
not the deal is likely to succeed.
● When you are involved in a personnel matter. Feelings and emotions will
show through the words used by your colleagues.

Activity 4. Examples of body language

Participating in Workplace Communication

Basic Competency
Page 9 of 29
 What body language will you use/show if you are into the following situations?

● How do you face the person you are speaking to – do you look at them or
away from them?
● What eye contact is involved? Do you look the other person in the eye, or do
you look away as you speak?
● How do you sit – do you sit up straight, looking interested, alert and self-
confident, or do you slouch down in your chair with your head down, looking
bored and unsure of yourself?
● How close do you stand or sit to the person you are speaking to? The closer
you are suggests the closer or more confident the relationship.
● What physical contact do you have with other people? Do you shake hands,
cuddle them, and kiss them?
● Do you ‘fiddle’ as you talk? Do you drum your fingers, scratch your head?
● How do you nod and shake your head to show agreement or disagreement?

COMMUNICATING WITH OTHERS

Communication needs to be clear and effective in order to achieve its aim.

When it is not, all kinds of problem can result.

INEFFECTIVE COMMUNICATION

If people working together are not able to communicate well, it can lead to
confusion, unhappiness, frustration and annoyance. It can also mean that the
organization’s goals will not be met.

Activity 5: Poor communication

Consider a situation in which you experience poor communication. That is,

where the thoughts or feelings sent by one person were not received in the way they
were meant. For example, you arrange to meet your friends at Robinsons to the
movies. You were waiting at the Jolly Bee were you normally meet and they were
waiting at the movies. This shows that communication had broken down.

What happened? What did you feel?

________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________

EFFECTIVE COMMUNICATION

To communicate with people effectively you need to:

A. For spoken Communication:

● Make notes on what you intend to say.

● Choose the right time to say it.
Participating in Workplace Communication
Basic Competency
Page 10 of 29
 ● Select your words carefully.
● Make sure the information is given to the right person.
● Try to judge the other person’s reaction.
● Make sure it is not too noisy to hear what is being said.
● Sit or stand so that you directly face the person who you are talking or
listening to.
● Maintain eye contact.
● Use polite opening and closing greetings.
● Speak clearly and at a medium pace.
● Speak in an open and neutral tone.
● Be straight forward and to the point.
● Keep the message simple.
● Be patient.
● Show interest.
● Listen carefully to the conversation so that you get the right message.

B. For Written Communication

● Assemble the information you need.

● Check and double check that the information is accurate.
● Make notes to form an outline.
● Prepare a draft copy.
● Read the draft copy and amend where necessary.
● Prepare the final copy.

Activity 6: Barriers to effective listening

Read the following description of Eddie and Alfonso communicating in the car
plant assembly line. Look back at the list of things that can interfere with listening,
and see if you can find five things that are making listening difficult in this situation.

There was a problem with the conveyor belt and Eddie had been trying to
speak to Alfonso all day. The belt was moving very slowly and making a
strange noise. Eddie was becoming frustrated because the parts for
assembly were still coming at the usual speed and now there was quite a
backlog of work. When he saw Alfonso coming towards him, Eddie asked
for a quick word. Alfonso was late for a meeting and keeps looking at his
watch. He was becoming impatient as Eddie tried to explain the problem.

As they were talking, the strange noise became so loud that they could
hardly hear each other. In the middle of all this, Ruel walked up and
started telling men about a problem with one of the company vehicles.
Alfonso said that the vehicles had nothing to do with it and that he didn’t
really want to hear about the problem with the conveyor belt either. He told
Eddie and Ruel to take care of it themselves, looked at his watch again,
and rushed off to his meeting.

Participating in Workplace Communication

Basic Competency
Page 11 of 29
 List the five barriers to listening that you found. The first one has been done
for you.

1. Attitude toward the speaker. Alfonso doesn’t like what he is hearing from
Eddie so he has just tuned out.
2. ________________________________________________________
3. ________________________________________________________
4. ________________________________________________________
5. ________________________________________________________

QUESTIONING:

At work we need to ask questions for many reasons like:

● we need to find out what to do

● we need to get information
● we need to check that we have understood correctly

ASKING QUESTIONS TO CLARIFY UNDERSTANDING

Asking questions shows interest, not ignorance.

You will always need to ask questions to clarify information and check
instructions. Remember, you have a responsibility to make sure you have
understood information correctly.

It is much better to ask questions to make sure you are doing the job right
than to muddle on and make a mistake. You will feel upset if you make a mistake,
especially if it could have been avoided by asking a simple question. Someone who
is giving you some information or instructions may not do it very well because they:

● think you already know more about the subject than you actually do
● assume that you understand their abbreviations and jargon
● have not planned the instructions or thought about how to give you the
information
● are too rushed and hurried, they may leave out important pieces of detail.

MAKING CLARIFICATION

Below are some tips in making inquiries or clarification;

● Look for the right person with whom you want to inquire or clarify things.
● Practice good manners in making the inquiries
● Make clear what exactly you want to know and why you need the information

If the instructions are well understood, the subordinate will be able to perform
the assigned tasks correctly.

Participating in Workplace Communication

Basic Competency
Page 12 of 29
Activity 7: Asking Questions

Read the following dialogs then answer the questions that follow.

Subordinate : Good Morning, Ma’am.

Supervisor : Good Morning. Would you please do me a favor?

Subordinate : Of course Ma’am. What is it?

Supervisor : Please make a call to ABC Marketing and tell them that we
cannot deliver their orders due to flood. Tell them we shall
deliver it as soon as the water subsides.

Subordinate : Who at ABC Marketing shall I talk to?

Supervisor : Oh, I’m glad you asked that. I’m sorry. It’s Mr. Sales the
Marketing Manager.

Subordinate : Ok, Ma’am.

(Subordinate calls ABC Marketing)
After 10 minutes…..
Subordinate : Excuse me Ma’am. I have talked to Mr. Sales and he said, it’s
alright and they’ll be waiting for our delivery as soon as we can.

Supervisor : Thank you.

Subordinate : Welcome, Ma’am.

Questions:

1. Was the subordinate able to perform his job correctly? Why?

2. What polite expressions were used in the dialog?

Activity 8: Asking Questions

Find out exactly what the evacuation procedures are in your school or
workplace and list them below.

What questions did you ask in order to make sure you got all the details?

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________

Participating in Workplace Communication

Basic Competency
Page 13 of 29
2 USING THE TELEPHONE
There are not many businesses around today without a telephone.
Switchboards have become very sophisticated in recent years; with the latest
electronic systems there is no need for a switchboard operator as such, because
calls can be answered by any extension and all extensions can make outside calls.

WHEN TO CHOOSE THE PHONE

It is very likely, therefore, that you will be making and receiving many
telephone calls in your working life. First of all, however, let us look at the times
when a telephone call would be the best method of communication to use:

● if speed is important – a telephone call is instant;

● if you need to discuss something without actually meeting the other person.

A telephone call is not suitable:

● if the matter being discussed is confidential;

● if a written record is required;
● if the subject is complicated.

MAKING A CALL

Telephone calls should be kept to a minimum to save your time and money
and that of the other person.

Guidelines for making effective calls

● Always be polite.
● Always be brief.
● Say who you are and what company you represent.
● Make notes as the conversation progresses.
● Speak clearly and slowly.
● Repeat difficult words.
● Use everyday language.

Activity 9: Making a Call

Below are telephone calls made by Terry Turner trying to contact a caravan
supplier. Compare the two calls and give your comments.

A. “Hi, it’s Terry Turner here. I wanted to speak to Dick. Is he in? Not another
boozy lunch surely!”
B. “Hello, it’s Terry Turner from Seaview here. Is Dick in at the moment? No,
well, have you any idea when he will be back? Right, thanks for your help. I’ll
call back later.”

ANSWERING A CALL
Participating in Workplace Communication
Basic Competency
Page 14 of 29
 Much the same guidelines apply when answering a call. It should be
remembered, however, that when answering a call you might be providing the first
link with a new customer or client for your company. The first impression that you
give to that potential customer or client could be vital. Always state the company
name, your own name and any department name or extension number.

Never keep someone hanging on the line without telling them what you are
doing and who you are trying to contact. Many switchboards now operate a queuing
system where you can listen to music while you wait. This can be irritating, but does
at least pass the time.

If the call is not actually for you, try to connect the caller as quickly as you can
to the person they wish to speak to. If that person is not available, either tell the
caller to ring again, or take their number and pass it on to the person concerned.

Answering the telephone step-by-step:

1. Telephone rings.
2. Pick up telephone promptly (within four rings).
3. Say ‘Good morning’ or ‘Good afternoon’ – Name of the Company and of the
person speaking. How can we help you?’
4. Listen carefully to the caller.
5. If the call is for you, deal with it promptly.
6. If the call is for someone else, transfer it.
7. If that person is out, ask if you can take a message, or whether the caller
would like to ring again, or whether they would like to be called back when the
person wanted returns.
8. Make notes on anything discussed, passing any messages.
9. Thank the caller for telephoning.

Activity 10: Answering a Call

Make a comparison on the manner Ron Green answers the telephone calls
below:

A. ‘Hello, who’s this? What? I can’t hear you very well. It must be a bad line.
Who am I? I’m Ron Green, the site foreman. Who did you want? Okay, I’ll try
and put you through. Don’t blame me if we get cut off, though.’
B. ‘Good Morning/Afternoon. Seaview Holiday Caravan Park. I’m Ron Green,
site foreman. How can we help you?
‘Sorry do you think you could speak up? I cant hear you very clearly. Yes,
that’s better. You wanted to speak to Jim Bruce? Right, I will get you
transferred.’

TAKING A MESSAGE

Participating in Workplace Communication

Basic Competency
Page 15 of 29
 There will probably be many times in your working life when you will be asked
to take a message for someone else. This message may be from a telephone caller
or from a caller to the office.

ESSESTIAL INFORMATION TO NOTE

Message should contain the following information:

● who the message is for

● whether it was a telephone or personal call
● caller’s name
● caller’s address or company
● their telephone number
● the message
● whether any action was taken
● name of person who took the message
● the date and time.

Many companies will have their own message pads, which could look
something like the one shown below. Details could be accurately recorded. If you
feel it is necessary, place a copy message in the relevant file as well as giving a
copy to the person concerned. Always keep a copy for yourself as proof.

MESSAGE FORM

To: ____________________________ Department: __________________

Date: ____________________________ Time: __________________
Caller’s Name: ___________________________________________________
Company: ___________________________________________________
Tel. No: ___________________________ Ext: __________________________
Telephoned
Returned your call
Called to see you
Left message
Please return call
Please arrange appointment
Message: ________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
Taken by: _________________________ Department: ___________________

3 RECEIVE and FOLLOW INSTRUCTIONS

Participating in Workplace Communication
Basic Competency
Page 16 of 29
RECEIVING INSTRUCTIONS

When you are receiving instructions from someone else, especially if they are
speaking to you:

● stop whatever you are doing

● focus on the person speaking
● if you can, make notes on the details
● when the person has finished, tell them what you understood from their
instructions to make sure you have understood them correctly
● check how long the task should take you.

If you do not carry out the instructions correctly, it will be your mistake. You
have a responsibility to make sure that you have understood correctly. Mistakes are
often made because:

● the instructions were not heard correctly due to:

o too much noise around-ask to move to a quieter place
o the person not speaking loudly or clearly enough-ask them to speak up
● not enough detail was given:
o ask for more information, don’t assume you know what they mean
● the meaning was unclear
o check the outcome and purpose of the task
o repeat back what you have heard and understood to check that it is
correct.

Activity 11: Read the dialog below.

When Mr. Macaraeg arrived at his station, he noticed a memorandum on his

table. It tells him to check with the ABC Marketing if they have received their orders,
which were delivered yesterday. He did what he was asked to do and when the
manager arrived, he gave the following report.

Mr. Macaraeg: Good afternoon, Sir. I called up ABC Marketing and inquired if
they received their orders and their answered that they did
yesterday morning. They even made an additional order of 10
dozens of muffins.

Manager: I’m glad you did. Thank you for doing the job right.

Mr. Macaraeg: You’re welcome, Sir. It’s my duty to serve the company well.

Question:

Why do you think Mr. Macaraeg did the right job?

Participating in Workplace Communication

Basic Competency
Page 17 of 29
Activity 12: Receiving instructions

Draw a sketch of a work or school colleague who displays the skills of being
able to receive instructions.

In your sketch pay attention to how he stands, how he demonstrates

understanding. Describe in words or pictures what else is happening around this
person to assist him in receiving information.

__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________

FOLLOWING INSTRUCTIONS

Participating in Workplace Communication

Basic Competency
Page 18 of 29
 In our everyday life we constantly need to follow instructions. These maybe
written-How to use a new VCR, or spoken-Where to meet a friend. In a work
environment you may find that a considerable amount of your time involves following
instructions. For this reason it is vital to develop your skills so you are able to do this
in an efficient manner. The different written and spoken information sources are
already given in Section 1 of this module.

FOLLOWING WRITTEN INSTRUCTIONS

The following points should help you follow written instructions in a more
effective way.

● Read through all the instructions or steps before beginning the task. This will
give a clear picture of what the whole task involves.
● If diagrams are provided take the time to look at them carefully. As you work
through the task check the diagrams to make sure that your work matches
the explanation.
● If you are not sure of the meaning of any words or terms take the time to find
out the correct meaning. Ask your workplace supervisor. If you guess
incorrectly you may find that you cannot complete the task or that the finished
task is not done properly.
● Avoid the temptation to try to complete the task before reading all the
instructions. Although the job may take a little longer, it will save time in the
long run as you may avoid mistakes.

FOLLOWING SPOKEN INSTRUCTIONS

Spoken instructions are generally received face to face or via the telephone.
The following points should help you follow spoken instructions in a more effective
way.

● When following spoken instructions it is absolutely essential that you listen.

Avoid jumping to conclusions or assuming that you know how to complete
the task. Use all your listening skills to ensure that you receive the message
accurately.
● Ask questions if you are uncertain about particular steps. Sometimes people
are afraid to ask questions because they think they will look stupid.
Remember, questioning shows that you are keen and interested and it is
always better to ask a question rather than make a mistake.
● Be sure that you understand all the words or terms being used.
● If you are receiving instructions over the telephone, always write down
information accurately.
● Repeat the instructions back to the speaker to be sure that you have fully
understood all the details.
● It often helps if you can complete the task once with the person giving the
instructions. This will give you a chance to ask questions and check other
things as you work through the job.

Activity 13: Following instructions

Participating in Workplace Communication

Basic Competency
Page 19 of 29
 Observe or think about a work or a school colleague who has difficulty
following instructions.

Under each of the headings, list the things that stop him or her from easily
following instructions.

Listening skills

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________

Speaker who is providing instructions

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________

4 FILL in FORMS

Participating in Workplace Communication

Basic Competency
Page 20 of 29
 An efficient worker possesses writing skills. He knows how to fill in forms
accurately and legibly, records data completely and identifies and corrects errors in
the recorded information.

When filling in forms, always remember the following rules:

1. Look for the instructions first. Then read and understand them very well.
2. Use only blue or black pens.
3. Observe correct spelling and appropriate punctuation marks.
4. Write neatly and legibly.
5. Fill in the forms correctly and completely.

Activity 14: Study and fill in forms below and take note of its strong and weak points.

HI-TOP MARKETING
1251 South Superhighway
Taguig, Manila
Tel.No.832-78-20, Telefax 831-24-95

ORDER SLIP

No. Qty. Unit Description Unit Price Total Price

1 7 cans Blind Rivets (Patta) 479.00 3,360.00
2 3 packs Filter Dryer (Rotary Super Dryer) 850.00 2,550.00
3 1 dozens Multitester (Sanwa) 1,250.00 1,250.00
4 6 cans Aluminum Flux (Harris) 670.00 4,000.00
5 2 pieces Standard Diagonal Pliers (Crescent) 135.00 275.00
6 9 liters Acrylic Thinner (Paralux) 275.00 2,475.00
7 4 boxes Refrigerant (R-12) 1,200.00 4,500.00
8 8 liters Premium Pump Oil (Robin Air) 350.00 2,650.00
9 5 boxes Swaging Tool Set (Proex) 750.00 3,750.00
Total Price 22,515.00

Prepared by:

FEDERICO ROLDAN
Production Assistant

Approved:

______________________
Production Manager

_______________________
Date
Below are some examples of work related forms that you might encounter
once you work in a company or industry.
Participating in Workplace Communication
Basic Competency
Page 21 of 29
No. ___________________ Pay Ending ________________________ 20______
Name: __________________________________ Position: ___________________
Department: _________________________________________ Age: ___________

Morning Afternoon Overtime Daily

Days
In Out In Out In Out Total
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
I hereby certify above records are true and correct.

_______________________
Employee’s Signature
Verified as to the prescribed office hours

VIEN C. DELA FUENTE

Personnel Officer

Participating in Workplace Communication

Basic Competency
Page 22 of 29
 APPLICATION FOR LEAVE
1. OFFICE 2. NAME (LAST) (FIRST) (M.I.)

3. DATE: 4.. POSITION 5. MONTHLY SALARY

DETAILS OF APPLICATION
6.a.) TYPE OF LEAVE 6.b) WHERE LEAVE WILL BE SPENT
Vacation 1. IN CASE OF VACATION LEAVE
To seek employment Within the Philippines
Others (Specify) Abroad (Specify) _________________
_________________ _______________________________
Sick 2. IN CASE OF SICK LEAVE
Maternity In hospital (Specify)
Others (Specify) _______________________________
_________________ Out Patient (Specify)
_______________________________
6.c.) NUMBER OF WORKING DAYS APPLIED
6.d) COMMUNICATION
FOR: ________________ (No. of
Requested
days)
Not Requested
Inclusive Dates:
___________________________
_______________________________
(Signature of Applicant)
DETAILS OF ACTION ON APPLICATION
7. a) CERTIFICATION OF LEAVE 7. b) RECOMMENDATION
CREDITS
As of Approved
______________________________ Disapproved due to:

VACATION SICK TOTAL _______________________________

Days Days Days _______________________________

LARA N. OY JAIME A. LOPEZ

(Personnel Officer) (Department Head)

7. c) APPROVED FOR:

_______________ Days with pay

_______________ Days without pay
_______________ Others (specify)

PAULINO Z. ROJAZ
Manager

DIAMOND MERCHANDISING
Participating in Workplace Communication
Basic Competency
Page 23 of 29
 978 U.N. AVENUE
PACO, MANILA

SAFETY REPORT FORM

Department : ______________________________________
Name of Equipment : ______________________________________
Status of Equipment: ______________________________________
______________________________________
______________________________________
Recommendations : ______________________________________
______________________________________
_______________________________________
Inspected by : _______________________________________
Date : _______________________________________

REQUISITION AND ISSUE SLIP

JAMAICA BUILDERS, INC.
Division ___________ Responsibility Center Code RIS No._________
Office SAI No.
No. Stock Unit Description Quality Quantity Remarks
No.
1.
2
3
4
5
6
7
8
9
10
Purpose:
Requested by: Approved by: Issued by: Received by:
Signature
Printed Name
Designation HILDA SANTOS LEE M. SALES
Date Manager Supply Officer 1

Activity 15: Fill in form

Participating in Workplace Communication
Basic Competency
Page 24 of 29
 A. Below is a sample of the telephone message form which your company is
using. Copy the form on the piece of paper and fill it in with appropriate data
based on the following situation.

Miss Jovie Melchor, the secretary, received a call intended for Mr. Gary
Nievera, the Sales Manager. The call was from Miss Daisy Rama, Marketing
Manager of Royal Hotel. She wanted to confirm the delivery of the orders
scheduled the next day. Unfortunately, Mr. Nievera was out and Miss Melchor
could not answer for him. Miss Rama requested Miss Melchor to let Mr.
Nievera make a call to her once he returns to the office.

EXCELLENTE FOODS CORPORATION

1970 Pedro Lota St.
Poblacion, Alcantara, Romblon

TELEPHONE MESSAGE FORM

To: ____________________________ Department: __________________

Date: ____________________________ Time: __________________
Caller’s Name: ___________________________________________________
Company: ___________________________________________________
Tel. No: ___________________________ Ext: __________________________
Telephoned
Returned your call
Called to see you
Left message
Please return call
Please arrange appointment
Message: ________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
Taken by: _________________________ Department: ___________________

REPORTING INCIDENTS AND ACCIDENTS

Participating in Workplace Communication

Basic Competency
Page 25 of 29
 All near misses, incidents and accidents must be reported to your supervisor
immediately. A written report must be done as soon as possible. As we have already
seen, it is vital that report forms are filled in as thoroughly as possible and re-
occurrence is avoided.

Correct reporting of an accidents or incident also means that workers’

compensation claims can be properly processed.
A separate form must be filled in for each incident/accident.

B. You work as a Maintenance Technician in one of the best hotels in Manila. It is

your duty to check or inspect all the freezers, refrigerators and air-conditioning units
of the hotel. During your inspection, you found out that refrigerator at room 924, GE
Brand, is defective. Make a report of your findings by using the Safety Report Form
on page 23.

5 PARTICIPATING IN WORKPLACE MEETINGS AND

DISCUSSIONS
Participating in Workplace Communication
Basic Competency
Page 26 of 29
 Discussing concerns and your ideas for improvement with others can lead to
valuable information being shared and passed. This is best done through meetings
and discussions.

Sometimes formal meetings are held on a regular basis and occupational

health and safety is reported and discussed every time it is always on the agenda.

Or, informal meetings can occur like a workgroup discussing a problem in the
lunchroom or during a breakdown period.

Finally, sometimes just a comment or question to a fellow worker or

supervisor can set something in motion and make the difference.

Activity 16: Conducting Meeting

News broke out that five workers assigned in different departments in the
company you are working with were hospitalized due to abnormal cramps and
diarrhea. Prior to this, seven more cases of other illness were reported. The
management does not do its part in order to help the patients or solve the problem.
You are the president of the employees union or organization. You want to help your
co-workers. Conduct a meeting and invite everybody who is responsible for what
happened.

How would you run a meeting? What must you do?

When running a meeting, bear in mind the following:

1. Make the necessary preparations before a meeting. Ideally, the agenda of a

meeting should be distributed a few days in advance if possible, to give
everyone concerned a fair chance to think over the information and add ideas.
2. When opening the proceedings, state the purpose of the meeting and set the
place for fruitful discussions.
3. A good chair should observe the following:
a. He should ask questions and summarize often to clarify the ideas
forwarded by members of the group.
b. If an issue is to be voted upon, he should define the issue and
encourage both sides to present their views.
c. He should be sensitive to every member’s reactions to the discussions,
drawing out those who are reluctant to speak and quieting down a
pushy member who talks all the time.
d. If you are participant in a meeting, speak up only when you have
something important to share with the group, but wait to be
acknowledged.

Activity 17: Running a Meeting.

Participating in Workplace Communication

Basic Competency
Page 27 of 29
Make a group of 5, choosing one presiding officer. Plan a meeting, prepare a definite
agenda. If necessary, prepare a script assigning some members of the group
specific roles. Present the meeting in class.

BIBLIOGRAPHY:

Bennet, Wanda. Chisholm Institute of TAFE, Department of Education and Training,

Victoria, 2002.

Participate in Workplace Procedures (Business Learner’s Guide)

Participating in Workplace Communication

Basic Competency
Page 28 of 29
Participating in Workplace Communication
Basic Competency
Page 29 of 29