PREFACE

UNIT 1

PARTICIPATE IN WORKPLACE
COMMUNICATION

Learning Objectives .......................................................................................................................................... 3

Introduction ....................................................................................................................................................... 4
Obtain and Convey Workplace Information ............................................................................................... 4
Speak English At A Basic Operational Level ............................................................................................ 16
Participate in Workplace Meetings and Discussions ............................................................................... 20
Complete Relevant Work Related Documents ........................................................................................ 21
Unit Summary ................................................................................................................................................. 25
Points of Discussion ....................................................................................................................................... 25
Multiple Choice Questions ........................................................................................................................... 25
References ........................................................................................................................................................ 27

LEARNING OBJECTIVES
After completing this unit, you are expected to:
• Obtain and convey workplace information
• Discuss about the workplace meetings and discussions
• Identify appropriate sources for specific and relevant workplace communication
• Explain suitable medium used to exchange information and ideas
 RAC Servicing DomRac (Domestic Refrigeratrion and Air-Conditioning): Intermediate

INTRODUCTION
Communication is simply the act of transferring information from one place to another.
Although this is a simple definition, when we think about how we may communicate the
subject becomes a lot more complex. Workplace communication refers to the process of
exchanging information, both verbal and non-verbal, within an organization. An organization
may consist of employees from different parts of the society. In order to unite the activities
of all employees, communication is crucial. Communicating necessary information to the
entire workforce becomes necessary. Effective workplace communication ensures that all the
organizational objectives are achieved.

OBTAIN AND CONVEY WORKPLACE INFORMATION

Workplace communication refers to the process of delivering information within an
organization whether it is verbal and non-verbal. A workplace is the physical location where
someone works. Such a place can range from a home office to a large office building or
factory. The workplace is one of the most important social spaces other than the home. The
most common workplace communication barriers are non-attentive listening, interrupting
others, inappropriate reaction, jumping to conclusions, failure to recognize body language
synchronicity and gender differences. The first four barriers are self-explanatory, not listening,
acting disproportionately to a situation or information, and making a judgment before having
all the information. Most persons are aware these are negative actions in the workplace.
However, the last two are more subtle. To be more effective in your workplace
communication, you must be conscious of how you are presenting yourself. For instance,
body language synchronicity means having your actions match your words and tone. In
addition, recognizing and accepting that women and men communicate differently; women
gesticulate more to demonstrate what they are saying and use more words then men when
communicating.
 Participate in Workplace Communication

Specific and Relevant Information is Accessed

from Appropriate Sources
Communication is essential for effective functioning in every
part of an organization. Although marketing, production, finance,
personnel, and maintenance departments may receive direction
from corporate goals and objectives, communication links them
together and facilitates organizational success. The importance of
effective communication for managers cannot be overemphasized
for one specific reason: everything a manager does, involves
communicating.
Communication is needed to increase efficiency, satisfy
customers, improve quality, and create innovative products.
One of the most important facts about collecting appropriate
information is to remember that the information needs of the
business will change with time. This can be due to many different
reasons including changes in technology, new directions for the
business, a change of customers or increased competition.
Information is everywhere. But you should use reliable
sources for effective communication. Knowing the strengths and
weaknesses of different sources can help you choose the most
appropriate and useful material for communication. Here are
some common sources:
• Team members: One can get information from their
team members.
• Suppliers: Suppliers are also a source of an appropriate
information.
• Trade personnel
• Local government
• Industry bodies

KEY WORD
Workplace communication
is the process of exchanging
information and ideas,
both verbal and non-verbal,
within an organization.
RAC Servicing and Air-Conditioning): Intermediate

Effective Questioning
Effective questions are questions that are powerful and thought provoking. Effective questions
are open-ended and not leading questions. They are not “why” questions, but rather “what”
or “how” questions. “Why” questions are good for soliciting information, but can make
people defensive so be thoughtful in your use of them. When asking effective questions, it
is important to wait for the answer and not provide the answer.
When working with people to solve a problem, it is not enough to tell them what the
problem is. They need to find out or understand it for themselves. You help them do this
by asking them thought provoking questions. Rather than make assumptions find out what
the person you are talking to knows about the problem.

For example: “What do you think the problem is?”

Behind effective questioning is also the ability to listen to the answer and suspend
judgment. This means being intent on understanding what the person who is talking is
really saying. What is behind their words?

Listening As Part of Effective Questioning

Effective listening is a skill that requires nurturing and needs development. Factors that may
work against effective listening factors include: A desire to keep control of the conversation.
As highly trained professionals demonstrate their intelligence and skills so they often want
to give the answer before they have fully heard the question.
Listening may result in hearing the client express feelings and emotions. They think it
is not within a lawyer’s role or that it is unprofessional to do so. When we really listen to
a client, we begin to hear different levels of communication. Getting to a deeper level of
understanding, rather than coming up with an immediate answer, is key to more effective
problem solving. Listening in this manner allows the client to come up with their own
solution or plan of action.
 Participate in Workplace Communication

Listening Skills as part of Effective Questioning

Articulating
Attention and awareness result in articulation and succinctly describing what we have learned
from our client. Sharing our observation clearly but without judgment does this. We can
repeat back to our clients just what they said. We can expand on this by articulating back
to them what we believe they mean. This helps a person feel heard. For example: “What I
hear you saying is . . .”

Clarifying
Clarifying is a combination of asking and clearly articulating what we have heard. By asking
questions our client knows we are listening and filling in the gaps. When our client is being
vague, it is important for us to clarify the circumstances. We can assist them to see what
they can’t see themselves by making a suggestion. For example: “Here’s what I hear you
saying. Is that right? “

Being Curious
Do not assume you know the answer or what your client is going to tell you. Wait and be
curious about what brings them to see you. What motivates them? What is really behind
the meeting? Use your curiosity so that your next question can go deeper.
Silence Giving the person we are listening to time to answer questions is an important
aspect of listening. Waiting for the client to talk rather than talking for them is imperative
for an effective listener.

Active Listening
The way to improve your listening skills is to practice “active listening.” This is where
you make a conscious effort to hear not only the words that another person is saying but,
more importantly, try to understand the complete message being sent. Active listening is a
structured form of listening and responding that improves overall understanding.
Of all the skill sets you can bring into the workplace, active listening is by far the most
important. Whether it is engaging in one-on-one conversations, participating in meetings or
even interviewing a potential candidate, people who master active listening skills will be
more effective in everything they do. Why?
It forces attentiveness. It minimizes defensiveness. Active listening is the foundation
of crystal clear understanding. It lends clarity to the conversation and ensures that you
understand the message the way that it was intended. It focuses on the speaker, so rather
than planning your next remark, you are forced to listen and reflect on the speaker’s remark.

Active Listening Skills in Business Situations

Listening carefully when someone speaks to you can help you communicate more effectively.
Listening requires concentration, which can be developed into a habit with effort and practice.
Because effective listening can improve communication, proficient listening is an important
skill for anyone in the small business arena.
When you work to improve active listening skills in business situations, you can enhance
your communication with clients, peers and employees.
RAC Air-Conditioning): Intermediate

Step 1: Clear your mind of distractions when you need to listen actively. Make a conscious
effort to focus only on listening to the person speaking to you.
Step 2: Sit or stand so you face the speaker. Make your body language communicate
your interest to the speaker. Establish eye contact to communicate your active listening.
Step 3: Remove distractions as much as possible. Eliminate background activity and
noise to enable you to concentrate on listening. Put electronic devices away and silence
music if you can.
Step 4: Encourage the speaker with nods and affirmations, as appropriate, so the speaker
knows you are listening.
Step 5: Stay focused on listening without turning your mind to your response. If you are
formulating a response in your mind, you stop listening actively and you may miss important
information. Instead, continue to listen while the speaker speaks. When the speaker finishes,
take the time you need to formulate your response.
Step 6: Notice nonverbal communication from the speaker. You can gain clues about how
a speaker feels by observing body language. Wringing hands or flailing arms can indicate
high emotion or stress.
Step 7: Resist the urge to interrupt. When the speaker finishes or pauses, ask questions
or make comments, if appropriate. Look for something to validate about what you just heard
because this can help the speaker know that you were actively listening. Another response
to active listening may be to reflect or paraphrase what you think you heard to ensure that
you understand.
Step 8: Continue listening as the speaker responds to your questions or comments.
A conversation with an employee might involve asking questions to get additional
information. As you ask careful questions, you gain understanding, which can enable you
to offer advice, if appropriate.
A conversation with an unhappy customer may include paraphrasing what you think
you understand so you can help solve a problem. When you paraphrase what the customer
stated, you help the customer feel validated and understood. This often diffuses a situation.

Active Listening Skills

Do the following for active skills:
• Discover your interests’ field.
• Grasp and understand the matter/content.
• Remain calm. Do not lose your temper.
• Anger hampers and inhibits communication.
• Angry people jam their minds to the words of others.
• Be open to accept new ideas and information.
• Jot down and take a note of important points.
• Work upon listening.
• Analyze and evaluate the speech in spare time.
• Rephrase and summarize the speaker’s ideas.
• Keep on asking questions.
• All these demonstrate that how well you understand the speaker’s ideas and also
that you are listening.
• Avoid distractions.
 Participate in Workplace Communication

• “Step into the shoes of others”, i.e., put yourself in the position of the speaker and
observe things from his view point.
This will help creating an atmosphere of mutual understanding and improve the exchange
of ideas in communication process.

Tips for Effective Listening

If your goal is to fully understand and connect with the other person, listening effectively
will often come naturally. If it does not, you can remember the following tips. The more you
practice them, the more satisfying and rewarding your interactions with others will become.

Focus fully on the speaker, his or her body language, and other nonverbal cues. If you are
day-dreaming, checking text messages, or doodling, you are almost certain to miss nonverbal
cues in the conversation. If you find it hard to concentrate on some speakers, try repeating
their words over in your head it will reinforce their message and help you stay focused.
Avoid interrupting or trying to redirect the conversation to your concerns, by saying
something like,
“If you think that’s bad, let me tell you what happened to me.”
Listening is not the same as waiting for your turn to talk. You cannot concentrate on what
someone’s saying if you are forming what you are going to say next. Often, the speaker can
read your facial expressions and know that your mind’s elsewhere. Avoid seeming judgmental.
In order to communicate effectively with someone, you do not have to like them or agree
with their ideas, values, or opinions. However, you do need to set aside your judgment
and withhold blame and criticism in order to fully understand a person. The most difficult
communication, when successfully executed, can lead to the most unlikely and profound
connection with someone.
Show your interest in what’s being said. Nod occasionally, smile at the person, and make
sure your posture is open and inviting. Encourage the speaker to continue Encourage the
speaker to continue with small verbal comments like “yes” or “uh huh.”

Speaking Skills
People often think that the ability to speak a language is the product of language learning,
but speaking is also a crucial part of the language learning process. Effective instructors teach
RAC Servicing and Air-Conditioning): Intermediate

people speaking strategies using minimal responses, recognizing

KEY WORD scripts, and using language to talk about language which they
Language is a system that con- can use to help themselves expand their knowledge of the
sists of the development, acqui- language and their confidence in using it.
sition, maintenance and use of
These instructor help learner to speak so that the people
complex systems of communi-
cation, particularly the human can use speaking to learn. Some communication situations
ability to do so; and a language are associated with a predictable set of spoken exchanges -- a
is any specific example of such script. Greetings, apologies, compliments, invitations, and other
a system. functions that are influenced by social and cultural norms often
follow patterns or scripts. So do the transactional exchanges
involved in activities such as obtaining information and making
a purchase.

Instructors can help to develop speaking ability by making

them aware of the scripts for different situations so that they
can predict what they will hear and what they will need to say
in response. Through interactive activities, instructors can give
students practice in managing and varying the language that
different scripts contain.
Speaking is the productive skill in the oral mode. It, like
the other skills, is more complicated than it seems at first and
involves more than just pronouncing words.
There are three kinds of speaking situations in which we find
ourselves:
• Interactive,
• Partially interactive, and
• Non-interactive.
Interactive speaking situations include face-to-face
conversations and telephone calls, in which we are alternately
listening and speaking, and in which we have a chance to ask for
clarification, repetition, or slower speech from our conversation
partner. Some speaking situations are partially interactive, such
as when giving a speech to a live audience, where the convention
is that the audience does not interrupt the speech. The speaker
nevertheless can see the audience and judge from the expressions
 Participate in Workplace Communication

on their faces and body language whether or not he or she is

being understood. Here are some of the micro-skills involved
in speaking. The speaker has to:
• Pronounce the distinctive sounds of a language clearly
enough so that people can distinguish them. This includes
making tonal distinctions.
• Use stress and rhythmic patterns, and intonation patterns
of the language clearly enough so that people can
understand what is said.
• Use the correct forms of words. This may mean, for
example, changes in the tense, case, or gender.
• Put words together in correct word order.
• Use vocabulary appropriately.
• Use the register or language variety that is appropriate
to the situation and the relationship to the conversation
partner.
• Make clear to the listener the main sentence constituents,
such as subject, verb, object, by whatever means the
language uses.
• Make the main ideas stand out from supporting ideas
or information.
• Make the discourse hang together so that people can
follow what you are saying.

Appropriate Medium for Transfer of Information

After reaching positive results there is a possibility for creating
economic mobile communication facilities, which do not require
repeater stations and any equipment for creating channels. KEY WORD
The realization of the project can favor the development of the
direction of telepathy effect by means of the relevant equipment. Magnetic field is a vector
field that describes the
Communication at its most basic is the process of transmitting magnetic influence of
information from a source to a receiver. The rapid transmission electrical currents and
of information over long distances and easy access to information magnetized materials.
have become vital features of the modern world. Physics and
Physicists have been at the forefront of this technological
revolution.
In transmitting information from source to receiver, energy
is transformed from one form into another. When we use an
ordinary fixed telephone, sound waves cause a diaphragm to
vibrate in a magnetic field. These vibrations are converted into
electrical impulses and transmitted along a wire to a receiver.
In the receiver the electrical impulses produce variations in a
magnetic field which cause a diaphragm to vibrate and reproduce
the original sound. Energy has been transformed from sound
to mechanical to electrical and then back again from electrical
to mechanical to sound.
 RAC Intermediate

There are some appropriate medium is used to transfer information and ideas:
• Memorandum
• Circular
• Notice
• Information discussion
• Follow-up or verbal instructions
• Face to face communication
Transfer information and ideas the communication is a critical component of success in
an office atmosphere. As such, it is necessary to learn as much as possible about the different
methods and channels available for transmitting information in the workplace. Technology
and etiquette protocol provide a variety of options when you are trying to get your point
across. The communication media that helps transfer information and ideas in a workplace
these are:

Email
One of the most popular forms of inter-office communication is email. There are a couple of
reasons for its popularity. First, it allows for information to be sent at lightning-fast speeds,
whereas paper communication may take time to deliver. Second, it provides a record of all
communications between different parties that can be referenced or used for support in
times of conflict. Third, it allows for the transfer of large files without having to rely on
discs, thumb drives or hard copies.

Presentations
Perhaps one of the most dreaded forms of office communication is the formal presentation.
Formal presentations are usually utilized for communication when an idea needs to be “sold.”
For this reason, they are usually persuasive in nature and executed under high pressure.
However, presentations have high utility as a form of communication.

Meetings
Meetings are an age-old form of interoffice communication. These usually involve a group
 Participate in Workplace Communication

of individuals working on similar tasks and are informative

in nature. Meetings can be effective for a couple of reasons.
Initially, they allow for a dialog to be established on a subject
with immediate responses to concerns, comments or questions.
Second, they force members of a group to work together,
which historically leads to better productivity in a work
setting. Unfortunately, meetings can become hostile if proper
communication tactics are not executed. For example, defensive
listening can instigate conflict, and a lack of participation can
lead to massive amounts of frustration. Meetings only serve as
an effective form of interoffice communication if all parties are
committed to making it work.

Appropriate Non-Verbal Communication

KEY WORD
Interpersonal communication is much more than the explicit
Gesture is a form of non-verbal
meaning of words, the information or message conveyed. It also communication or non-vocal
includes implicit messages, whether intentional or not, which communication in which vis-
are expressed through non-verbal behaviors. ible bodily actions communi-
cate particular messages, either
Non-verbal communications include facial expressions, in place of, or in conjunction
the tone and pitch of the voice, gestures displayed through with, speech.
body language (kinesics) and the physical distance between the
communicators (proxemics).
These non-verbal signals can give clues and additional
information and meaning over and above spoken (verbal)
communication.
Non-verbal Messages Allow People to:
• Reinforce or modify what is said in words. For example,
people may nod their heads vigorously when saying
“Yes” to emphasize that they agree with the other person,
but a shrug of the shoulders and a sad expression when
saying “I’m fine thanks,” may imply that things are not
really fine at all!
• Convey information about their emotional state.
• Define or reinforce the relationship between people.
• Provide feedback to the other person.
• Regulate the flow of communication, for example by
signaling to others that they have finished speaking or
wish to say something.
Unfortunately interpreting non-verbal communication is not
that simple. As covered on our Interpersonal Communication
page, non-verbal communication is not a language with a fixed
meaning. It is influenced and driven by the context in which it
occurs. This includes both the place and the people concerned,
as well as the culture. For example, a nod of the head between
colleagues in a committee meeting may mean something very
different from when the same action is used to acknowledge
someone across a crowded room, and again when two people
are having a social conversation.
 RAC Air-Conditioning): Intermediate

Interpersonal communication is further complicated in that it is usually not possible to

interpret a gesture or expression accurately on its own. Non-verbal communication consists
of a complete package of expressions, hand and eye movements, postures, and gestures
which should be interpreted along with speech (verbal communication).

Importance of Non-Verbal Communication

When we communicate, non-verbal cues can be as important, or in some cases even more
important, than what we say. Non-verbal communication can have a great impact on the
listener and the outcome of the communication.

Types of Non-Verbal Communication

The types of interpersonal communication that are not expressed verbally (with speech)
are called non-verbal communications. There are many different types of non-verbal
communication.

Hand Gestures
This area of nonverbal communication depends on the person. Not everyone “talks” with
their hands, but integrating hand gestures into communication is a good way to get your
point across.
Examples to avoid would be pointing at the listener as this feels confrontational or wild
hand gestures that take away from what you are saying. Speakers often use hand gestures
to help solidify a point they are making, with a subtle downward hand movement for an
emphatic point or expansive gestures when making a large point.

General Body Language

Crossing your arms over your chest signifies to a listener that you do not agree with them
and you are closed off from what they are saying. Fidgeting while listening also imparts
cues that you are not interested in what is going on.
This includes fiddling with your hands or doodling, as well as swinging your foot and
crossing and re-crossing your legs. Keeping still while listening may not be easy, but it lets
the speaker know that you care about what they are saying.

Body Positioning
Body positioning is subtly different from actual body movements. For example, even if you
are sitting perfectly still but are leaning backwards, this gives the impression of disinterest
or even downright disagreement. Inclining towards your listeners or the person who is
speaking to you gives them the impression that you are engaged in the conversation. When
people do not get along, they may give off subtle cues in their body positioning by turning
slightly away, giving the impression that they want to leave the conversation. Open and
engaged body positioning is important in a conversation.

Lines of Communication with Supervisors and Colleagues

Communicating effectively can be difficult and is one of the most underrated workplace
competencies to master. Here are some guidelines to help you better communicate and engage
with your seniors and subordinates: Remember, you are not the only voice in the room. It is
 Participate in Workplace Communication

important to remember that your leader undoubtedly has any

number of folks from other direct reports to senior leaders to
colleagues demanding his attention just as much as you are.
While it may appear that your manager is not listening, likely
he is trying to make the best of competing demands, which are
each worthy in their own right.
Understand your leader’s preferences. Take a moment
to think back on conversations that you have had with your
leader and identify when you had the best outcomes from your
communications.

Work Place Procedure

A workplaces procedure is a step-by-step description of how a
particular task is to be accomplished in a workplace. Workplace
procedures are used to provide employees with approved
methods of carrying out particular tasks. One way of writing up
a workplace procedure is to use the format of a Safe Operating
Procedure, or SOP. This can be posted up on a laminated page
near the machine. Some companies also use SOPs to verify that
the operator has been trained in that procedure by asking them KEY WORD
to sign a copy, which is then kept in their personnel file. Job safety analysis (JSA)
More complex safety procedures can be documented in is a procedure which helps
the form of a Job Safety Analysis (JSA), also referred to as integrate accepted safety and
health principles and practices
a Safe Work Method Statement (SWMS). The layout of these into a particular task or job
documents makes it easier to show multiple tasks and include operation.
the responsibilities of different personnel. Particular types of
procedures are included in the company’s Policies and Procedures
Manual. These include tasks such as housekeeping, machine
isolation and reporting faults. Some of these are also reproduced
in the Employee Induction Manual, so that new employees can
be made aware of them before they start work.

Personal Interaction
There are tons of rules in society, some written and some implicit;
a red light means stop and most people obey. In the workplace
there are established rules of respect as well. For example, if you
physically assault someone, steal, or don’t show up for work,
it’s likely you will be fired. For the most part, most employees
have grasped those rules, but it tends to be the unspoken, often
unwritten rules of behavior that cause the most problems in
the workplace.
Here are five guidelines for creating respectful interaction
in the workplace. These Rules of Respect are primarily used
in our workshops but these rules are so universal they could
be adopted and used in a multitude of workplace scenarios to
ensure respectful interactions among employees.
• Show curiosity for the views of others: Science has
shown us that mirror neurons work to create empathy
 RAC Air-Conditioning): Intermediate

among individuals. By taking the point of view of the people we work with we can
better understand their motivations.
• Seek ways to grow, stretch and change: Sometimes we tend to think that our view is
the correct one, because it’s all we know. But there are many sources of knowledge
that exist within the workplace and all we have to do is take the time to explore
them. Learn about that new co-worker or have lunch with someone in another
department.
• Look for opportunities to connect with and support others: When we interact with
others in the workplace, it’s easier to conquer our differences by finding ways to
connect first. Does that co-worker with the different political beliefs also value family
as much as you? This allows you to create a connection with the person based on
commonality.
• Allow yourself to be wrong on occasion: Often when we assume we are right, we
reduce the amount of new information that we take in, because obviously we know
it all already! A better approach would be to accept that you may not be right all
the time and allow yourself to learn from your co-workers’ differences.
• Engage others in ways that build their self-esteem: Discussions of difference or
diversity in the workplace can sometimes get ugly with people hurling personal
insults at one another. Instead, try to boost the self-esteem of others when discussing
such hotly contested topics. Building self-esteem is a major step toward creating a
respectful workplace.
By practicing these simple guidelines on a regular basis, you can ensure that respect is not
just another corporate slogan in the workplace but an action that all employees participate in.

SPEAK ENGLISH AT A BASIC OPERATIONAL LEVEL

The skills and knowledge are required to converse in English at a basic operational level in
a range of settings within the hotel and travel industries workplace context.

Participate in Simple Conversations on Familiar Topics with Work

Colleagues
Opening statements start a conversation. They tell the listener the purpose of the interaction and
give direction on how to continue the conversation. Properly understanding and responding
to opening statements is an essential skill at work. Mastering this skill can leave your co-
workers with a great first impression, and failing to do so could leave them confused and
upset.
 Participate in Workplace Communication

Opening Statements
Starting a conversation can be one of the most stressful things in
life, but also one of the most rewarding. Being good at starting
conversations is essential in your career and many other aspects
of life. The following are examples of opening statements that
can help you get the ball rolling.
Examples:
• How are you?
• How did your shift go?
• How’s the weather today?
• Anything new today?
• Are you busy?
• What time do you finish work?
• Good morning.
• Good to see you.
• Nice to meet you.
• Where are you from?

Comment on Familiar Topics

DID YOU KNOW?
In the service industry, you will be required to provide assistance
to guests or clients. This often includes giving directions, offering The marketing
advice or taking care of a customer’s special needs. While this orientation evolved
would be easy in your own language, sometimes it can be quite from earlier
difficult in English. You are very familiar with the topic, but orientations, primarily
you must also have the language skills to express yourself. the production
orientation, the
product orientation
Respond to Simple Verbal Instructions or and the selling
Requests orientation
When a supervisor or manager gives employee instructions to
carry out a task, they expect that it will be done correctly. It
is the responsibility of the employee to clarify the instruction
or request to ensure no miscommunication of the supervisor’s
expectations. When you are given instructions it is important to
confirm that you understand them and respond appropriately.

Confirm Understanding
You should use short responses and body language to confirm
that you understand instructions.

Request repetition or Clarification of Instructions or

Requests
People often find it difficult to ask for repition or clarification
 RAC

of a request. When English is not your native language, you may feel shy about your level
of comprehension.

Make Simple Requests

Good customer service starts with attitude. A big part of the way you present yourself to
guests or clients is through your use of language. Using polite forms to make simple requests
plays an important role in your overall presentation of yourself. When you are polite, you
appear gracious, agreeable and pleasant.

Polite forms
There are many different ways of making polite requests in English. Like many other
languages, degrees of politeness exist in English, and you must understand which one to use
depending on the circumstances and the person you are addressing. Also take into account
what you are asking for. If it is a big request, it will require more formal language.

Thank the person responding to your request

Expressing gratitude is a language tool that has important social value in English.

Describe Routine Procedures

Explaining how to carry out a routine job is a basic English task and can be used on a
daily basis in the service industry. However, non-native English speakers can get lost in the
sequencing of events and the explanation becomes difficult to understand or even incoherent.

Sequence Markers
Use sequence markers while giving instructions to indicate an order of the tasks to be
performed

Describe Exceptions to Routine Procedures

In any work situation, unforeseen things occur that make you adjust your plan and disrupt
your usual routine. Working in the hospitality and tourism industry requires individuals to
be flexible and prepared to handle difficult and surprising situations. As an employee, you
 Participate in Workplace Communication

must be able to describe these exceptions in a professional manner and instruct co-workers
how to deal with them.

Adverbs of frequency
Use adverbs of frequency to talk about how often certain actions occur

Make Suggestions on How to Improve Routine Procedures

The service industry is always changing and evolving. As a member of the service industry
you play a role in that growth and improvement. If you have suggestions on ways to improve
routine procedures you should share them.

Ways to Make Suggestions

In order to make suggestions in a professional setting, you must have the language skills to
express your ideas without being offensive. Use formal or indirect language to accomplish
this.

Express Likes, Dislikes and Preferences

Expressing your opinion is an important language skill, especially in the workplace. Talking
about things you like and dislike is the easiest way to make connections with colleagues
and customers, which will improve your professional relationships. You will also use this
skill to help customers, giving advice, relaying personal experiences and making small talk.
You must be able to what you like and dislike in order to express your opinions adequately.

Discuss Preferences and Give Reasons

The ability to state preferences and give opinions is a necessary skill for employees in any
profession. You have already studied how to express your opinions and state likes and
dislikes. After expressing your preferences, however, you must support your statements in
a logical, professional manner. A professional opinion without evidence to support it is like
a carriage without a horse.

Identify Different Forms of Expression in English

There are many ways of greeting people, both formal and informal. The speaker’s task is
to choose the appropriate tone for the situation. It is also useful to know lots of different
greetings so as to not repeat yourself when you meet a number of people at the same time.

POINTS TO REMEMBER
• When you express gratitude you evoke feelings of warmth and solidarity. When
you fail to express gratitude it can result in negative feelings and consequences.
• Asking for clarification if you have misunderstood or could not hear all that was
said, will limit mistakes made due to lack of understanding.
 RAC): Intermediate

As with any other aspect, you need to be careful about using informal expressions with
people who you do not know well or whose work rank or status is higher than yours.

Formal Expressions
Formal English is a way of speaking that you use when you don’t know the people listening
to you very well. You also tend to use it more with people who are higher status and who
you want to impress. English learners are usually taught formal English in school, and native
English speakers are taught to use it in writing and for speeches and interviews.
In formal English, people usually:
• Pronounce words more carefully. For example, in casual speech, people sometimes
don’t pronounce the “g” sound at the end of words ending in “-ing”. In formal
speech, people are more careful to pronounce this
• Use more words that originally came from french and latin. For example, in formal
english you use words like “intelligent” instead of “smart”, or “arrive” instead of
“come”
• Don’t use as many contractions (“it’s”, “they’re”, “i’m”, etc.)
• Use more modal verbs to show formality.

Informal Expressions
When and where are informal expressions appropriate? There are many situations in everyday
life where informal English is allowed, even preferred. Some examples include chatting with
a co-worker, talking on the phone to a friend, and watching television with your family.
 Participate in Workplace Communication

PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS

Every workplace will have staff meetings/team meetings, formal and informal discussions.
When a business places a proper value on the time spent by people preparing for and
attending meetings, it is quickly seen that they are a very expensive exercise.
Have you ever been to one of those meetings where no objectives were met, no actions
were agreed upon and generally it was a complete waste of your time? Effective meeting
procedures are essential to ensure that the maximum output is gained from a meeting.
Some basic expectations are:
A clearly defined purpose to your meeting – Ask questions such as; Why are we meeting?
What are we trying to achieve? Are we meeting for meetings sake? However, consider that
at times the purpose of bringing people together for a meeting may be to achieve other
important interpersonal objectives like team building, brain storming or group problem
solving. Make sure that you clearly communicate the meeting purpose well before hand,
this gives attendees time to gather ideas or research issues prior to attending the meeting.
Advise people of the meeting in time for them to be able to attend – It is amazing how
often key people are left out of meetings or are not able to attend simply due to a lack of
planning and sufficient notice.
Set an agenda – An agenda aims to keep discussions on track and to keep everyone
focused on the issues. The agenda should be distributed to attendees before the meeting.
Start and finish on time – Make sure the meeting starts and finishes on time so participants
feel that their time is valued and that they can plan for effective meeting participation to
fit within their work load.
Manage the participants – It is important that every person feels their attendance and
contribution is valued. People must be given the opportunity to express their opinion as well
as recognizing they must also listen to others without interruption. Clear conflict management
strategies must be in place.

COMPLETE RELEVANT WORK RELATED DOCU- MENTS

How do you think you would go if you are asked to initiate a piece of written communication
in your workplace?
What if you were asked to:
• Present written information and ideas in clear and concise language
• Ensure that presentation of written information meets organisational standards of
style, format and accuracy
Before writing a workplace document you need to have clear instructions as to the:
• Purpose (why the document is being written, the goals of the document)
• Audience (who will read the document)
• Stakeholders (who may be affected by the document)
• Context (the background as to why the document is created)
Have a think about the documents that you may be required to design and / or complete
in your workplace. Whilst it is unusual for an entry level worker to actually design the
RAC -Conditioning): Intermediate

layout of workplace documents, it is certainly common for you to be required to fill in the
documents in a satisfactory way.

Forms
In every workplace you will be required to complete forms. Each workplace will have forms
specific to their requirements. You must make sure that you know which forms to fill in,
when you need to use forms and where to find the necessary forms.
When filling in a form:
• Read the form carefully
• Fill in all the required details
• Only include necessary information
• Write clearly and simply
• Check that you have completed it properly
• Send or give it to the appropriate person, or file in the appropriate place

The other main form of written communication in your job will be work instructions
or work procedures Work instructions are the most basic tool used in every business or
organization to help workers follow a sequence of steps. Inadequate work instructions are
likely to result in a variety of problems in the workplace that could range from:
• Returned products
• Loss of materials
• Customer complaints
• Liability issues
• Poor work performance
Work instructions can have a major impact on the effectiveness and productivity of a
workplace. If instructions are difficult to follow, workers will make errors in implementing
the steps. A good work instruction is a detailed sequence of steps that workers need to follow
each time they perform a task. The purpose of a work instruction is to organize steps in a
logical and systematic way so that workers can easily follow it independently. This means a
consistent format for your work instructions is important. Workers can read the information
 Participate in Workplace Communication

faster and absorb it more quickly if it follows a consistent font

and format. It also makes the development of further work
instructions far simpler as you have a template to follow

Effective Work Instructions

In the previous sections of this workbook we have stated many
times that communication must be effective. You must ensure your
communication is clear and properly received. The same applies
to a work instruction, as it is a form of written communication.
This means that creating effective work instructions needs to be
viewed as a process not a one-time project. Remember that for
any communication to be verified as effective it must be tested.
This means it must be implemented and checked over a period
of time. There is no perfect template for all businesses. When
first deciding on how to design templates you need to consider:
• What format the instructions are currently taking? Look
for hand written instructions, instructions taped to the
wall or to the bulletin board, or written in the manual KEY WORD
or catalogue. Communication is
the act of conveying
• Do workers have language/literacy or numeracy meanings from one
problems? entity or group to
• Do any workers have visual impairment? another through the use
of mutually understood
• Do any cultural differences affect the use of some signs, symbols, and
formats? semiotic rules.

Samples of Work Instructions

Every individual on daily basis deals with many types of work
instructions. Some examples may include:
• Software manual
• Appliance instruction
• Income tax return
• Job application
• Prescription label
• Recipe
• Directions
• Street sign
• Payroll claims
• Assembly instruction
• Work standards
• Health instruction
• Safety instruction
• Inspection instruction
• Labels
• Equipment maintenance
RAC Servicing

• Testing instructions
• Product specifications
Work instructions can also be the verbal passing of
information from one or more persons to the following shift
worker or workers. These are called “handovers” and are
common in the health industries as well as in industrial
factory situations. Handovers may also be spoken into a
tape which is then played to the next group of workers
outlining events of the previous shift or of any information
that it is considered important for them to know.

POINTS TO REMEMBER
When doing handovers:
• Make sure that all relevant information is passed on
• Check that the next person has understood everything by asking and answe
questions
• If using a tape recorder, speak clearly and check the recording
• Don’t rush your sentences