HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in Participating in Workplace Communication. This

module contains training materials and activities for you to complete.
The unit of competency "Participating in Workplace
Communication” contains knowledge, Skills and Attitudes Required for Basic
Competency.
You are required to go through a series of learning activities in order to
complete each learning outcome of the module. In each learning outcome are
Information Sheets, Self-Checks, Operation Sheets or Task Sheets. Follow these
activities on your own. If you have questions, don’t hesitate to ask your facilitator for
assistance.
The goal of this course is the development of practical skills. To gain these skills, you
must learn basic concepts and terminologies. For the most part, you'll get this
information from the Information Sheets and suggested resources and references
This module is prepared to help you achieve the required competency, in
“Participating in workplace communication ".
This will be the source of information for you to acquire knowledge and skills in
this particular competency independently and at your own pace, with minimum
supervision or help from your trainer.
Remember to:
Work through all the information and complete the activities in each section.
Read information sheets and complete the self-check. Suggested references
are included to supplement the materials provided in this module.
Most probably your trainer will also be your supervisor or manager. He/she is there to
support you and show you the correct way to do things.
You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice your new skills during regular work shifts. This way you will
improve both your speed and memory and also your confidence.

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SUMMARY OF COMPETENCY-BASED LEARNING MATERIALS
List of Basic Competencies

No. Unit of Competency Module Title Code

Participate in 400311210
Participating in workplace
1 workplace
communication
communication

2 Work in team environment Working in team Environment 400311211

Solve /address Solving /addressing

3 400311212
general workplace general workplace
problems problems
Develop career and life Developing career and life
4 decisions 40011213
decisions
Contribute to workplace Contributing to workplace
5 innovation 400311214
innovation
Present relevant Presenting relevant information
6 information 400311215

Practice occupational Practicing occupational safety and

7 safety and health policies 400311216
health policies and procedures
and procedures

Exercise efficient and Exercising efficient and effective

8 effective sustainable 400311217
sustainable practices in the
practices in the workplace workplace
Practice entrepreneurial Practice entrepreneurial skills in
9 skills in the workplace 400311218
the workplace

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MODULE CONTENT
UNIT OF COMPETENCY: Participate in workplace communication
MODULE TITLE: Participating in workplace communication
MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitudes required to
gather, interpret and convey information in response to workplace
requirements.
NOMINAL DURATION:
LEARNING OUTCOMES:
At the end of this module, you MUST be able to:
1.Participate in workplace communication.

ASSESSMENT CRITERIA:
1. Specific and relevant information is accessed from appropriate sources
2. Effective questioning, active listening and speaking skills are used to
gather and convey information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate non- verbal communication is used
5. Appropriate lines of communication with supervisors and colleagues
are identified and followed
6. Defined workplace procedures for the location and storage of
information are used
7. Personal interaction is carried out clearly and concisely.
8. Team meetings are attended on time
9. Own opinions are clearly expressed and those of others are listened to
without interruption

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10. Meeting inputs are consistent with the meeting
purpose and established protocols
11. Workplace interactions are conducted in a courteous manner
12. Questions about simple routine workplace procedures and maters concerning
working conditions of employment are asked and responded to 13. Meetings
outcomes are interpreted and implemented.

14. Range of forms relating to conditions of employment are completed accurately

and legibly
15. Workplace data is recorded on standard workplace
forms and documents
16. Basic mathematical processes are used for routine calculations 17. Errors in
recording information on forms/ documents are identified and properly acted upon
18. Reporting requirements to supervisor are completed according to organizational
guideline.

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LEARNING OUTCOME NO. 1
Obtain and convey workplace information
Contents:
1. Effective communication
2. Different modes of communication
3. Gather and provide information in response to workplace
requirements
4. Follow simple spoken language
5. Ability to relate to people of social range in the workplace
Assessment Criteria
1. Specific and relevant information is accessed from appropriate sources
2. Effective questioning, active listening and speaking skills are used to
gather and convey information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate non- verbal communication is used
5. Appropriate lines of communication with supervisors and colleagues
are identified and followed
6. Defined workplace procedures for the location and storage of
information are used
7. Personal interaction is carried out clearly and concisely

Conditions
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 The participants will have access to: Fax machine
Telephone Writing materials Internet
Assessment Method:

Direct Observation
Oral interview and
written test

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Learning Experiences Learning Outcome 1
Obtain and convey workplace information

Learning Activities Special Instructions

Read Information Sheet #1.1-1 on Read and understand the information carefully
about Effective communication
Effective communication

Answer Self-Check # 1.1-1 and You must get a rating of 100% in the self- check
compare your answers from activity, if you get below 100%
answer key #1.1-1 rating, go over to the same activities, but if you
get the required rating, then proceed to the next
activities/LO.
Perform Task Sheet # Evaluate the demonstration of task using the
1.1-1 Performance Criteria Checklist#1.1-1 Have your
trainer evaluate your performance
Read information Sheet # 1.1- Read and understand the information
2 on carefully about Different modes of
communication
Different modes of
communication
Answer Self-Check # 1.1-2 You must get a rating of 100% in the self- check
and compare your activity, if you get below 100%
answers from answer key rating, go over to the same activities, but if you
#1.1-2 get the required rating, then proceed to the next
activities/LO.
Perform Task Sheet # Evaluate the demonstration of task using the
1.1-2 Performance Criteria Checklist#1.1-2 Have your
trainer evaluate your performance

Read information Sheet # 1.1-3 on Read and understand the information carefully
about Gather and provide information in
response to workplace requirements
Gather and provide
information in response to
workplace requirements

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Answer Self-Check # 1.1-3 You must get a rating of 100% in the self- check
and compare your activity, if you get below 100%
answers from answer key rating, go over to the same activities, but if you
#1.1-3 get the required rating, then proceed to the next
activities/LO.

Perform Task Sheet # 1.1-3 Evaluate the demonstration of task using the
Performance Criteria Checklist#1.1-3 Have your
trainer evaluate your performance
Read information Sheet # 1.1-4 on Read and understand the
information carefully about Follow
simple spoken language
Follow simple spoken
language

Answer Self-Check # 1.1-4 You must get a rating of 100% in the self- check
and compare your activity, if you get below 100%
answers from answer key rating, go over to the same activities, but if you
#1.1-4 get the required rating, then proceed to the next
activities/LO.
Perform Task Sheet # 1.1-4 Evaluate the demonstration of task using the
Performance Criteria Checklist#1.1-4 Have your
trainer evaluate your performance
Read information Sheet # 1.1-5 on Read and understand the information
carefully about Ability to relate to people of
Ability to relate to people of social range in the workplace
social range in the workplace

Answer Self-Check # 1.1-5 You must get a rating of 100% in the self- check
and compare your activity, if you get below 100%
answers from answer key rating, go over to the same activities, but if you
#1.1-5 get the required rating, then proceed to the next
activities/LO.
Perform Task Sheet # 1.1-5 Evaluate the demonstration of task using the
Performance Criteria Checklist#1.1-5 Have your
trainer evaluate your performance
After doing all activities of this LO, you are
ready to proceed to the next LO on

Information Sheet #1.1-1

Effective communication

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Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to: 1.
Understand the importance of effective communication.

Discussion
Communication is the
process of exchanging information
and ideas. There are many means
of communication. To be an
effective and valuable member of
your workplace it is important that
you become skilled in all of the
different methods of communication
that are appropriate.

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The Communication
Process - for communication to occur it
must pass from a sender to a receiver.
This must occur irrespective of the form
of
communication. For
communication to be effective it must be
understood by the receiver and be able to
be responded to. This means that total

communication involves
speaking, reading,
listening, and reasoning skills. As
communications pass from the

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source to the receiver there is plenty of opportunity for its original meaning to change
or alter.
What is Effective Communication?
Effective communication is about more than just exchanging information. It's
about understanding the emotion and intentions behind the information. As well as
being able to clearly convey a message, you need to also listen in a way that gains the
full meaning of what’s being said and makes the other person feel heard and
understood. More than just the words you use, effective communication combines a
set of 4 skills:
 Engaged listening
Nonverbal communication
 Managing stress in the moment
Asserting yourself in a respectful way

What’s stopping you from communicating effectively?
Common barriers to effective communication include:

1.STRESS AND OUT-OF-CONTROL EMOTION. When you’re stressed or

emotionally overwhelmed, you’re more likely to misread other people, send
confusing or off- putting nonverbal signals, and lapse into unhealthy knee-jerk
patterns of behavior. To avoid conflict and misunderstandings, you can learn
how to quickly calm down before continuing a conversation.
2.LACK OF FOCUS. You can’t communicate effectively when you’re multitasking.
If you’re checking your phone, planning what you’re going to say next, or
daydreaming you’re almost certain to miss nonverbal cues in the conversation.
To communicate effectively, you need to avoid distractions and stay focused.
3.INCONSISTENT BODY LANGUAGE. Nonverbal communication should
reinforce what is being said, not contradict it. If you say one thing, but your body
language says something else, your listener will likely feel you’re being
dishonest. For example, you can’t say “yes” while shaking your head no.
4.NEGATIVE BODY LANGUAGE. If you disagree with or dislike what’s being said,
you may use negative body language to rebuff the other person’s message,
such as crossing your arms, avoiding eye contact, or tapping your feet. You
don’t have to agree, or even like what’s being said, but to communicate

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effectively and not make the other person defensive, it’s important to avoid
sending negative signals.

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EFFECTIVE COMMUNICATION SKILL 1:
BECOME AN ENGAGED LISTENER
When communicating with others, we often focus on what we should say.
However, effective communication is less about talking and more about listening.
Listening well means not just understanding the words or the information being
communicated, but also understanding the emotions the speaker is trying to
communicate.
There’s a big difference between engaged listening and simply hearing. When
you really listen—when you’re engaged with what’s being said—you’ll hear the subtle
intonations in someone’s voice that tell you how that person is feeling and the
emotions they’re trying to communicate. When you’re an engaged listener, not only will
you better understand the other person, you’ll also make that person feel heard and
understood, which can help build a stronger, deeper connection between you.
TIPS FOR BECOMING AN ENGAGED LISTENER
FOCUS FULLY ON THE SPEAKER. You can’t listen in an engaged way if you’re
constantly checking your phone or thinking about something else. You need to stay
focused on the moment-to-moment experience in order to pick up the subtle nuances
and important nonverbal cues in a conversation. If you find it hard to concentrate on
some speakers, try repeating their words over in your head—it’ll reinforce their
message and help you stay focused.
FAVOR YOUR RIGHT EAR. As strange as it sounds, the left side of the brain contains
the primary processing centers for both speech comprehension and emotions. Since
the left side of the brain is connected to the right side of the body, favoring your right
ear can help you better detect the emotional nuances of what someone is saying.
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
can’t concentrate on what someone’s saying if you’re forming what you’re going to say
next. Often, the speaker can read your facial expressions and know that your mind’s
elsewhere.

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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 with small verbal comments like “yes” or “uh huh.”
TRY TO SET ASIDE JUDGMENT. In order to communicate effectively with someone,
you don’t 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 them. The most difficult communication, when successfully executed,
can often lead to an unlikely connection with someone.
PROVIDE FEEDBACK. If there seems to be a disconnect, reflect what has been said
by paraphrasing. "What I'm hearing is…," or "Sounds like you are saying…," are great
ways to reflect back. Don’t simply repeat what the speaker has said verbatim, though
—you’ll sound insincere or unintelligent. Instead, express what the speaker’s words
mean to you. Ask questions to clarify certain points: "What do you mean when you
say..." or "Is this what you mean?"
HEAR THE EMOTION BEHIND THE WORDS
It’s the higher frequencies of human speech that impart emotion. You can become
more attuned to these frequencies—and thus better able to understand what others
are really saying—by exercising the tiny muscles of your middle ear (the smallest in
the body). You can do this by singing, playing a wind instrument, or listening to certain
types of high-frequency music (a Mozart symphony or violin concerto, for example,
rather than low-frequency rock, pop, or hip-hop).
EFFECTIVE COMMUNICATION SKILL 2:
PAY ATTENTION TO NONVERBAL SIGNALS
The way you look, listen, move, and react to another person tells them more
about how you’re feeling than words alone ever can. Nonverbal communication, or
body language, includes facial expressions, body movement and gestures, eye
contact, posture, the tone of your voice, and even your muscle tension and breathing.
Developing the ability to understand and use nonverbal communication can
help you connect with others, express what you really mean, navigate challenging
situations, and build better relationships at home and work.
IMPROVE HOW YOU READ NONVERBAL COMMUNICATION

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BE AWARE OF INDIVIDUAL DIFFERENCES. People from different countries and
cultures tend to use different nonverbal communication gestures, so it’s important to
take age, culture, religion, gender, and emotional state into account when reading
body language signals. An American teen, a grieving widow, and an Asian
businessman, for example, are likely to use nonverbal signals differently.
IMPROVE HOW YOU DELIVER NONVERBAL COMMUNICATION
USE NONVERBAL SIGNALS THAT MATCH UP WITH YOUR WORDS rather than
contradict them. If you say one thing, but your body language says something else,
your listener will feel confused or suspect that you’re being dishonest. For example,
sitting with your arms crossed and shaking your head doesn’t match words telling the
other person that you agree with what they’re saying.
NONVERBAL COMMUNICATION: READING BODY LANGUAGE
ADJUST YOUR NONVERBAL SIGNALS ACCORDING TO THE CONTEXT. The
tone of your voice, for example, should be different when you’re addressing a child
than when you’re addressing a group of adults. Similarly, take into account the
emotional state and cultural background of the person you’re interacting with.
AVOID NEGATIVE BODY LANGUAGE. Instead, use body language to convey
positive feelings even when you're not actually experiencing them. If you’re nervous
about a situation—a job interview, important presentation, or first date, for example—
you can use positive body language to signal confidence, even though you’re not
feeling it. Instead of tentatively entering a room with your head down, eyes averted,
and sliding into a chair, try standing tall with your shoulders back, smiling and
maintaining eye contact, and delivering a firm handshake. It will make you feel more
self-confident and help to put the other person at ease.
EFFECTIVE COMMUNICATION SKILL 3:
KEEP STRESS IN CHECK
How many times have you felt stressed during a disagreement with your
spouse, kids, boss, friends, or coworkers and then said or done something you later
regretted? If you can quickly relieve stress and return to a calm state, you’ll not only
avoid such regrets, but in many cases you’ll also help to calm the other person as well.
It’s only when you’re in a calm, relaxed state that you'll be able to know whether the
situation requires a
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response, or whether the other person’s signals indicate it would be better to remain
silent.
THE IMPORTANCE OF GOOD COMMUNICATION
Good communication is an essential tool in achieving productivity and
maintaining strong working relationships at all levels of an organization. Employers
who invest time and energy into delivering clear lines of communication will rapidly
build trust amongst employees, leading to increases in productivity, output and morale
in general.
Poor communication in the workplace will inevitably lead to unmotivated staff that
may begin to question their own confidence in their abilities and inevitably in the
organization.

Take steps to build on communication

Define goals and expectations – Managers need to deliver clear, achievable
goals to both teams and individuals, outlining exactly what is required on any given
project, and ensuring that all staff are aware of the objectives of the project, the
department and the organization as a whole.
Clearly deliver your message – Ensure your message is clear and accessible to
your intended audience. To do this it is essential that you speak plainly and politely –
getting your message across clearly without causing confusion or offence.
Choose your medium carefully – Once you’ve created your message you need
to ensure it’s delivered in the best possible format. While face to face communication
is by far the best way to build trust with employees, it is not always an option. Take
time to decide whether information delivered in a printed copy would work better than
an email or if a general memo will suffice.
Keep everyone involved – Ensure that lines of communication are kept open at
all times. Actively seek and encourage progress reports and project updates. This is
particularly important when dealing with remote staff.
Listen and show empathy – Communication is a two-way process and no
company or individual will survive long if it doesn’t listen and encourage dialogue with

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the other party. Listening shows respect and allows you to learn about any outstanding
issues you may need to address as an employer.

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Self- Check #1.1-1 (Effective Communication)
(Essay): Give a brief explanation of the following * 5pts each
1. What is communication?
2. What is an effective communication?
Enumeration
1-7 Tips on becoming an engaged listener
8-11 Importance of good communication

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ANSWER KEY 1.1-1
Essay

1. Communication is the process of exchanging information and ideas.

Effective communication is about more than just exchanging information.
2. It's about understanding the emotion and intentions behind the
information.

Enumeration
1. Focus Fully on The Speaker.
2. Favor Your Right Ear
3. Avoid Interrupting or Trying to Redirect the
Conversation to Your Concerns
4. Show Your Interest in What's Being Said
5. Try To Set Aside Judgment
6. Provide Feedback
7. Hear The Emotion Behind the Words
8. Take STEPS TO BUILD ON COMMUNICATIO
9. Clearly DELIVER YOUR MESSAGE
10. Choose YOUR MEDIUM CAREFULLY
11. Keep EVERYONE INVOLVED

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Information Sheet # 1.1-2
Different modes of communication
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Understand the different modes of communication
Discussion
There Are Three Types of Communication in Any Language
1. Interpersonal Communication:
Learners interact and negotiate meaning in spoken, signed, or written
conversations to share information, reactions, feelings, and opinions.
A. .Active negotiation of
meaning among
individuals.
B. participants observe and
monitor one another to
see how their meanings
and intentions are being
communicated.

C. Adjustments and clarifications are made accordingly.

D. Speaking and listening
(conversation); reading and
writing (text messages
or via social media)

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 2. Interpretive Communication involves the following:

Learners understand, interpret, and analyze what is heard, read, or viewed on a variety
of topics.
a. Interpretation of what the author, speaker, or produces wants the
receiver of the message to understand.
b.One-way communication with no recourse to the active negotiation
of meaning with the writer, speaker, or producer.
c.Interpretation differs from comprehension and translation in that
interpretation implies the ability to read (or listen or view)
"between the lines," including understanding from within the
cultural mindset or perspective.
d.Reading (websites, stories, articles), listening (speeches,
messages, songs), or viewing (video clips) of authentic materials.
Presentational Communication involves the following:

3.
a.Creation of messages.
b.One-way
communication
intended to facilitate
interpretation by
members of the other
culture where no direct
opportunity for the active
negotiation of meaning
between

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 members of the two cultures exists.
c.To ensure intended audience is successful in its interpretation, the
"presenter" needs knowledge of the audience's language and culture.
d.Writing (messages, articles, reports), speaking (telling a story, giving a
speech, describing a poster), or visually representing (video or
PowerPoint).

Self- Check #1.1-2 (Different Mode of Communication)

Enumeration

1.Enumerate the types of communication in any language and give its

meaning.

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 ANSWER KEY #1.1-2
1.Interpersonal Communication
Learners interact and negotiate meaning in spoken, signed, or written
conversations to share information, reactions, feelings, and opinions.
a) . Active negotiation of meaning among individuals.
b) .Participants observe and monitor one another to see how their
meanings and intentions are being communicated.
c) Adjustments and clarifications are made accordingly.
d) Speaking and listening (conversation); reading and writing (text
messages or via social media)
2.Interpretive Communication
Learners understand, interpret, and analyze what is heard, read, or viewed on
a variety of topics.
a.Interpretation of what the author, speaker, or produces wants the
receiver of the message to understand.
b.One-way communication with no recourse to the active negotiation of
meaning with the writer, speaker, or producer.
c.Interpretation differs from comprehension and translation in that interpretation
implies the ability to read (or listen or view) "between the lines," including
understanding from within the cultural mindset or perspective.
d.Reading (websites, stories, articles), listening (speeches, messages,
songs), or viewing (video clips) of authentic materials.
3.Presentational Communication
a.Creation of messages.
b.One-way communication intended to facilitate interpretation by members of
the other culture where no direct opportunity for the active negotiation of
meaning between members of the two cultures exists.
c.To ensure intended audience is successful in its interpretation, the "presenter"
needs knowledge of the audience's language and culture.
d.Writing (messages, articles, reports), speaking (telling a story, giving a
speech, describing a poster), or visually representing.

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Information Sheet #1.1-3
Gather and provide information in response to workplace requirements
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Gather and provide information in response to workplace requirements.
Discussion
Accuracy in gathering information is vital to protect both the client and you.
Remember that the information will be used to assess the client’s situation and level
and immediacy of intervention. You need to gain all the necessary facts without
sensationalizing, or making light of, the situation as it presents for the client. This is
especially so when you are gathering material that could be used as evidence in a
court.
Gathering information
 gather all the relevant facts gain
 a clear or clearer understanding
of the client’s issues
support the client in staying
 focused and standing a little
outside the situation to get clear
facts.

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There are a number of ways you can make sure that you obtain factual information.
These include the following:
 noting how the client presents
informing the client of your role
 allowing time for the client to present the information fully asking
the right questions in the right manner
 listening to the client’s story
saying what you are interested in finding out
 observing the client’s behavior during the interview.

Noting how the client presents

When meeting a client for the first time, or talking to them on the telephone, you will
gain a first impression of them based on such things as:
 mental state (irrational thinking, memory loss, delusions,

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  emotional/psychological state (highly distressed, anxious, withdrawn, etc.)
personal circumstances (no home, no money, no food, etc.)
 support networks (Do they recognize anyone in their life who could help?)
 indicators of abuse.


Inform the client of your role
Occasionally clients have been misdirected to your agency, and their
expectation of the assistance available does not match the resources and
responsibilities of your agency. The Intake Officer or person initially interviewing the
client can usually determine this very early in the process and prevent the client
having to go through their story in depth when a referral to another agency would be
more appropriate. Hence it is important that workers clarify to the client their role and
the role of the agency as soon as possible.
Allow enough time
To go through all the processes of obtaining information will require time. Make
sure that you have allowed enough time to thoroughly evaluate all the information that
the person has given you, to confirm that what you have recorded is a true statement
of what the person said.
Listen to their story
You need to be patient and calm when
conducting an interview with a client who is
distressed. You need to give the client a clear
message that you are listening to their story.
This can be done through:
1.Your body language

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Appear interested; adopt a relaxed and yet attentive body posture; observe the tone,
volume and stability of your voice; be aware of your responses to some of the
information the client is telling you; and ensure they are appropriate.
2.Eye contact
In western culture, maintaining eye contact
suggests we are interested in

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and attending to the client; however, do not stare. Ensure eye contact is natural and
direct. Be aware of racial, age and gender differences. Be sensitive to your client’s
responses and be guided by those responses.
Developing rapport and providing a trusting environment
In order to build rapport with a client, you must appear to be genuinely
interested in them. This can be demonstrated in small ways, from ensuring there are
no distractions during your interview, checking that they are comfortable, and checking
how they wish you to address them, to speaking respectfully to them and allowing
them to adopt a measure of control within the interview. Trust can only develop over
time and you should be vigilant in ensuring that any actions/plans you offer to
undertake on behalf of the client are completed in the time frame specified.
Non-judgmental communication
Every interview or contact gives you an opportunity to learn more about your
client; hence your communication should demonstrate respect for a client’s opinion.
You can achieve this by listening to their ideas and points of view, accepting that you
will have differences of opinions and values and not overreacting to a client’s behavior
or statements. Be genuinely interested in how that client acquired those beliefs; this
helps in understanding the client holistically.
Affirmation
Use short acknowledgements such as 'Eh' and 'I see'.
Paraphrasing
Rephrase what the client has said to ensure you have understood correctly.
Summarizing
Summaries what the client has said at the end to ensure you have the main points.
It is important to make the person feel as comfortable as possible and free to express
their thoughts and feelings.

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Self- Check #1.1-3
(Gather and provide information in response to workplace requirements)
Enumeration
1-7 Enumerate the ways in obtaining or gathering information

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ANSWER KEY#1.1-3
1. Noting how the client presents
2. Informing the client of your role
3. Allowing time for the client to present the information fully Asking
4. the right questions in the right manner
5. Listening to the client’s story
6. Saying what you are interested in finding out
7. Observing the client’s behavior during the interview.

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Information Sheet #1.1-4
Follow simple spoken language
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Understand on how to follow simple spoken language.
Discussion

Speaking is the process of building and sharing meaning through the use of verbal and
non- verbal symbols, in a variety of contexts.

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 A spoken language is a no
written form and so is only spoken. An
oral language or vocal language is
a language produced with the vocal
tract, as language produced by
articulate sounds, as opposed to a
written language. Many
languages have
opposed to a sign language, which is produced with the hands and face. The term
"spoken language" is sometimes used to mean only vocal languages, especially by
linguists, making all three terms synonyms by excluding sign languages. Others refer

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to sign language as "spoken", especially in contrast to written transcriptions of signs.
Body language is a type
Such behavior includes facial
expressions, body posture, gestures,
eye movement, touch and the use of
space. Body language exists in both
animals
of nonverbal communication in
which physical behavior, as
opposed to words, are used to
express or convey information and
humans, but this article focuses on
interpretations of human body
language. It is also known as
kinesics.
Language acquisition is the process by which humans acquire the capacity to
perceive and comprehend language, as well as to produce and use words and
sentences to communicate. Language acquisition is one of the quintessential human
traits, because non-humans do not communicate by using language. Language
acquisition usually refers to first-language acquisition, which studies infants' acquisition
of their native language, whether that be spoken language or signed language as a
result of prelingual deafness. This is distinguished from second-language acquisition,
which deals with the acquisition (in both children and adults) of additional languages.
In addition to speech, reading and writing a language with an entirely different script
compounds the complexities of true foreign language literacy.
Importance of language
Language is important in the development of self-concept, development of a
concept of self as a learner, self-monitoring, being able to appropriately conflict with
others, getting on with others, taking various social roles (including that of a learner),
participating and demonstrating learning. Therefore, language is a key to all learning.
Teachers can gain a good insight into students underlying language ability through
looking at their spoken language skills.

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Self- Check #1.1-4 (Follow simple spoken language)
Identification
Give a brief explanation of the following.

1. What is spoken language?

2. What is body language?
3. What is language acquisition?
4. Explain the importance of language?
5. Define speaking.

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ANSWER KEY#1.1-4
1. Spoken language isa language produced by articulate sounds,
As opposed to a written language.
2. Body language is a type of nonverbal communication in which physical
Behavior, as opposed to words, are used to express or convey
Information.
3. Language acquisition is the process by which humans acquire the
Capacity to perceive and comprehend language, as well as to produce
And use words and sentences to communicate.
4. Importance of language is important in the development of self-concept,
development of a concept of self as a learner, self-monitoring, being able
to appropriately conflict with others, getting on with others, taking
various social roles (including that of a learner), participating and
demonstrating learning. Therefore, language is a key to all learning.
5.Speaking is the process of building and sharing meaning through the
use of verbal and non-verbal symbols, in a variety of contexts

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Information Sheet #1.1-5
Ability to relate to people of social range in the workplace
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
Understand on how to relate to people of social range in the workplace.
Discussion
In the workplace, you will work with many people every day. Strong
interpersonal skills will enable you to talk to and work with all types of people, including
managers, coworkers, and customers. Interpersonal skills do more than give you the
ability to communicate with other people. Interpersonal skills also help you to develop
relationships with people. Strong relationships with the people you work with will help
you succeed in the workplace.
Research shows that poor interpersonal skills are the number one reason why
people don’t get along, don’t get promoted or, even worse, lose their jobs.
Here are seven interpersonal skills tips that will help you develop strong
relationships and get along great with people in the workplace:
1.Managing relationships
2.Understanding the feelings of others
3.Cooperating with others
4.Great Attitude
5.Showing respect
6.Appropriate contact

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 1. Managing relationships
You spend a lot of time with the people at your workplace. If you are a full-time
employee, you can expect to spend 40 or more hours a week with your coworkers.
You can begin to understand why it is so important to have good relationships with
your coworkers and managers! Good relationships will help you get along well with
people and help you to do your job better.
Have a difficult coworker or manager? Always remain polite and professional towards
that person. If you need to confront that person make sure you do it thoughtfully. You
never know! A difficult coworker could become a friend over time.
2. Understanding the feelings of others
The ability to understand and relate to the feelings of others is called empathy.
Having empathy will help you develop strong relationships with other people.
When you have empathy, people feel that you understand them and how they feel.
When people tell you about something important, it shows they feel comfortable
around you. Do your best to put yourself in their shoes. Think about how you would
want to be treated if you were in their position. What would you want someone to say
to you? What would you hope someone would do for you?
3. Cooperating with others
Cooperating, or working well with others, is an important part of interpersonal skills in
the workplace. Even though each employee might have his or her own individual tasks
and goals, the entire staff or team has the same goal. That goal is to help the company
be successful. Without cooperation, the workplace can be an unpleasant place, and
the company will not succeed. Before starting on a group project or collaborating,
make sure each person understands what is expected of them. Ensure each person is
able to share his or her ideas or thoughts. Encourage your group to be a safe space
for sharing and collaborating.
4. Having a Great Attitude
Having an overall positive attitude will affect many aspects of your work. A great attitude
will help you cope with pressure and stress as well as help you

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be more flexible in your job. Always sharing a positive attitude will help you grow in
your position and ultimately help you move forward in your career.

In a previous post, we talk about 5 Ways to Improve Your Attitude and Succeed
at Work:
 Avoid negative thinking and complaining
Spend time with people who have a positive attitude Be
 thankful for your job
Give yourself a chance to recharge
 Reward yourself for doing a good job
Showing respect

When you show respect for others in the workplace, people will show respect for you.
You can show respect for others by being polite and using your manners.
Always remember to say please and thank you.
When people are talking to you, listen to what they are saying and make eye contact
to show that you are listening. Wait until other people have finished talking before you
respond so that you don’t cause them to forget what they wanted to say.
6. Appropriate Contact
Interpersonal skills are not just about the things you say at work, they also include
your actions, or the things you do. The way you act toward people at work will
determine whether or not they feel comfortable around you. Start by always standing
an appropriate distance away from the person with whom you are talking.A good rule
of thumb is to stand an arm’s length away from the person.
That way, other people can easily hear you but will not feel like you are in their
personal space. Some people don’t like to be touched, so it is important that you
respect people’s personal space. Besides a simple pat on the back or handshake, it is
best not to touch people in the workplace. Keeping your hands to yourself will ensure
that you don’t offend or upset others.
7. Active Listening

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Active listening means you are fully engaged while listening to someone talk. You’re
completely focused on the person speaking. You are giving them eye

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 contact, nodding, and occasionally asking clarifying questions to make sure you
understand.
Next time a coworker or manager is speaking to you. Put your phone, computer, or
notebook down and fully engaged. You’ll be surprised how much better you
understand what they’re telling you and how much better you’ll remember later.

Self- Check #1.1-5

(Ability to relate to people of social range in the workplace)
Identification
Identify what is being asked in each number
1. The ability to understand and relate to the feelings of others is called
2. is an important part of interpersonal skills in the workplace.
3. means you are fully engaged while listening to someone talk. 4-8 Ways to
improve your attitude and succeed to work
9-15 Interpersonal skills tips that will help you develop strong relationships and get
along great with people in the workplace

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ANSWER KEY#1.1-4
1.Empathy
2.Cooperating/working
3.Active Listening
4.Avoid negative thinking and complaining
5.Spend time with people who have a positive attitude 6.Be
thankful for your job
7.Give yourself a chance to recharge
8.Reward yourself for doing a good job
9.Managing relationships
10. Understanding the feelings of others
11. Cooperating with others
12. Great Attitude
13. Showing respect
14. Appropriate contact
15. Active Listening

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LEARNING OUTCOME NO. 2
Participate in workplace meetings and discussions
Contents:
1.Participate in workplace meetings and discussions
2.Perform routine workplace duties following simple written notices 3.Written
communication
4.Technology relevant to the enterprise and the individual’s work
responsibilities
Assessment Criteria
1.Team meetings are attended on time
2.Own opinions are clearly expressed and those of others are listened to
without interruption
3.Meeting inputs are consistent with the meeting purpose and
established protocols
4.Workplace interactions are conducted in a courteous manner
5.Questions about simple routine workplace procedures and maters concerning
working conditions of employment are asked and
responded to
6.Meetings outcomes are interpreted and implemented.
Conditions

The participants will have access to:

 Fax machine
Telephone
 Writing materials
Internet

Assessment Method:
1. Direct Observation
2. Oral interview and written test

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 Learning Activities Special Instructions
Read Information Sheet #1.2-1 on Read and understand the information
carefully about Participate in
Participate in workplace workplace meetings and discussions
meetings and discussions

Answer Self-Check # 1.2-1 and You must get a rating of 100% in the self-
compare your answers from answer check activity, if you get below 100% rating,
key #1.2-1 go over to the same activities, but if you get
the required rating, then proceed to the
next
activities/LO.
Perform Task Sheet # 1.2-1 Evaluate the demonstration of task using
the Performance Criteria
Checklist #1.2-1
Have your trainer evaluate your
performance
Read Information Sheet #1.2-2 on Read and understand the information
carefully about Perform routine
workplace duties following simple

Learning Experiences

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 Participate in workplace meetings and discussions

Perform routine written notices

workplace duties
following simple written
notices
Answer Self-Check # 1.2-2 and You must get a rating of 100% in the self-
compare your answers from answer check activity, if you get below 100% rating,
key #1.2-2 go over to the same activities, but if you get
the required rating, then proceed to the
next
activities/LO.
Perform Task Sheet # 1.2-2 Evaluate the demonstration of task using
the Performance Criteria
Checklist #1.2-2
Have your trainer evaluate your
performance
Read Information Sheet #1.2-3 on Read and understand the information carefully
about Written communication
Written communication

Answer Self-Check # 1.2-3 and You must get a rating of 100% in the self-
compare your answers from answer check activity, if you get below 100% rating,
key #1.2-3 go over to the same activities, but if you get
the required rating, then proceed to the
next
activities/LO.
Perform Task Sheet # 1.2-3 Evaluate the demonstration of task using the
Performance Criteria Checklist

Perform Task Sheet # 1.2-3 Evaluate the demonstration of task using

the Performance Criteria
Checklist #1.2-3
Have your trainer evaluate your
performance

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Read Information Sheet #1.2-4 on Read and understand the information
carefully about Technology relevant to the
Technology relevant to the enterprise and the
enterprise and the individual’s work responsibilities
individual’s work
responsibilities

Answer Self-Check # 1.2- and You must get a rating of 100% in the self-
compare your answers from answer check activity, if you get below 100% rating,
key #1.2-4 go over to the same
activities, but if you get the required
rating, then proceed to the next
activities/LO.
Perform Task Sheet # 1.2-4 Evaluate the demonstration of task using
the Performance Criteria
Checklist #1.2-4
Have your trainer evaluate your
performance
After doing all activities of this LO, you are
ready to proceed to the next LO on

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Information Sheet # 1.2-1
Participate in workplace meetings and discussions
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to: 1.
Understand on how to Participate in workplace meetings and
discussions.
Discussion
Participate at Work
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

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 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.
Purpose of Meetings
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.

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Self- Check # 1.2-1
(Participate in workplace meetings and discussions)
Identification
Identify what is being asked in each number.
1.Considering 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.
2.Aims to keep discussions on track and keep everyone focused on the
issues.

3.It is important that every person’s feels their attendance and contribution is
valued. People must be given the opportunity to express their opinions as
well as organizing they must also listen to others without interruptions.
4.Make sure the meeting starts and finishes on time.

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ANSWER KEY # 1.2-1
1. A clearly defined purpose to your meeting
2. Set an agenda
3. Manage the participants
4. Starts and finish on time

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Information Sheet # 1.2-2
Perform routine workplace duties following simple written notices
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Understand on how to perform routine workplace duties following the simple
written notices.
Discussion
Participate at Work
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.

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WRITTEN DOCUMENTS INCLUDES:

1.dockets with
customer/client details
2. enterprise-specific data
3. industry network details
4. instructions
5. labels, symbols, signs, tables
And simple graphs
6. notes, rosters and messages
7. organizational policies and
Procedures
8. OHS information and safety material
9. patient treatment sheets, cage cards and client notices
10. personnel information
11. standard operating procedures

Self- Check # 1.2-2

(Perform routine workplace duties following simple written notices)
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Enumeration
1.Give the different written documents include in simple written
documents.

ANSWER KEY # 1.2-2

1.dockets with customer/client details
2.enterprise-specific data
3.industry network details
4.instructions
5.labels, symbols, signs, tables and simple graphs
6.notes, rosters and messages
7.organizational policies and procedures
8.OHS information and safety material
9.patient treatment sheets, cage cards and client notices

10. personnel information

11. standard operating procedures

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Information Sheet # 1.2-3
Written communication
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Understand about written communication.
Discussion
Written communication involves any type of interaction that makes use of the
written word. Communication is a key to any endeavor involving more than one
person. Communicating through writing is essential in the modern world and is
becoming ever more so as we participate in what is now commonly called the
information age. In fact, written communication is the most common form of business
communication. It is essential for small business owners and managers to develop
effective written communication skills and to encourage the same in all employees.
The information age has altered the ways in which we communicate and placed an
increasing emphasis on written versus oral communications.

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ADVANTAGES OF WRITTEN COMMUNICATION:

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 Easy to preserve: The documents of written communication are easy to
preserve. Oral and non-verbal communication cannot be preserved. If it is
needed, important information can be collected from the preserved documents.
Easy presentation of complex matter: Written communication is the best way to
 represent any complex matter easily and attractively. Permanent record: The
documents of written communication act as a permanent record. When it is
 needed, important information can be easily collected from the preserved
documents.
Prevention of wastage of time and money: Written communication prevents the
 waste of money and time. Without meeting with each other the communicator
and communicate can exchange their views. Accurate presentation: Through
the documents of the written communication top executive can present the
 information more accurately and clearly. As it is a legal document everybody
takes much care does draft it.
Use as a reference: If it is needed, written communication can be used as
future reference.
 Delegation of authority: Written communication can help the authority to
delegate the power and authority to the subordinate. It is quite impossible to
 delegate power without a written document.
Longevity: Written document can be preserved for a long time easily. That is
why; all the important issues of an organization should be back and white.
 Effective communication: Written communication helps to make communication
effective. It is more dependable and effective than those of other forms of
communication.
 Maintaining image: Written communication helps to maintain the images of
both the person and the organization. It also protects the images of the
company or organization.
 Proper information: It is a proper and complete communication system. There
is no opportunity to include any unnecessary information in a written document.
Less distortion possibility: In this communication system information is
 recorded permanently. So, there is less possibility of distortion and alteration of
the information.
No opportunity to misinterpret: there is any opportunity to misinterpret the
 information or messages of written communication.

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 Controlling tool: Written communication can help to control the organizational
activity. The written document may be used as a tool for controlling.
Easy to verify: The information and messages that are preserved can be
 verified easily. If there arises any misunderstanding any party can easily verify
the information.
Others: Clear understanding, Legal document, Acceptability, Reduction of risk,
 Creating confidence, Easy circulation, Wide access or coverage etc.

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Disadvantages of Written Communication
 Expensive: Written communication is comparatively expensive. For this
communication paper, pen, ink, typewriter, computer and a large number of
employees are needed.
 Time consuming: Written communication takes time to communicate with
others. It is a time-consuming media. It costs the valuable time of both the
writer and the reader.
 Red-Taoism: Red-Taoism is one of the most disadvantages of written
communication. It means to take time for approval of a project.
 Useless for illiterate person: It messages receiver is illiterate, written
communication is quite impossible. This is major disadvantage written
communication.
 Difficult to maintain secrecy: It is an unexpected medium to keep business
secrecy. Secrecy is not always possible to maintain through written
communication. Because here needs to discuss everything in black and white.
Lack of flexibility: Since writing documents cannot be changed easily at any
 time. Lack of flexibility is one of the most important limitations of written
communication.
Delay in response: It takes much time to get a response from the message
 receiver; prompt response is not possible in case of written communication that
is possible in oral communication.
Delay in decision making: Written communication takes much time to
 communicate with all the parties concerned. So the decision maker cannot take
decisions quickly.
Cost in record keeping: It is very difficult and expensive to keep all the records
 in written communication.
Complex words: Sometimes the writer uses complex words in writing a
 message. It becomes difficult to meaning out to the reader. So the objectives
of the communication may lose.

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  Lack of direct relation: If there is no direct relation between the writer and the
reader, writer communication cannot help to establish a direct relation between
them.
 Other: Prompt feedback is impossible, Slowness, Bureaucratic attitude,
Understanding problem between boos and subordinates, lack in quick
clarification and correction, formality problem, lack of personal intimacy, etc.

Self- Check # 1.2-3 (Written Communication)

Identification
1.is a key to any endeavor involving more than one person.
2.is essential in the modern world and is becoming ever more so as we
participate in what is now commonly called the information age.
3.It is essential for small business owners and managers to develop effective
written communication skills and to encourage the same in all employees.
4.involves careful choice of words, their organization in correct order in
sentences formation as well as cohesive composition of sentences.
5.Written communication is the best way to represent any complex matter
easily and attractively.
6.If it is needed, written communication can be used as future reference.
7.The information and messages that are preserved can be verified easily. If there
arises any misunderstanding any party can easily verify the information.
8.Written communication takes time to communicate with others.
9.It takes much time to get a response from the message receiver; prompt
response is not possible in case of written communication that is possible in
oral communication.
10. Sometimes the writer uses complex words in writing a message.
It becomes difficult to meaning out to the reader. So the objectives of the
communication may lose.

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ANSWER KEY # 1.2-3

1.Communication
2. Communicating through writing
3. Written Communication
4.Effective writing
5. Easy presentation of complex matter
6.Use as reference
7. Easy to verify
8. Time Consuming
9. Delay in Response
10. Complex Word

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Complete relevant work-related documents
Contents:
1.Complete work-related documents
2. Organizational policies
3. Basic mathematical processes of addition, subtraction, division and
multiplication
4. Estimate, calculate and record routine workplace measures
Assessment Criteria
1.Range of forms relating to conditions of employment are completed accurately
and legibly
2.Workplace data is recorded on standard workplace forms and documents

3.Basic mathematical processes are used for routine calculations 4.Errors in

recording information on forms/ documents are identified and properly
acted upon
5.Reporting requirements to supervisor are completed according to
organizational guidelines
Conditions

The participants will have access to:

 Fax machine
Telephone
 Writing materials
Internet

Assessment Method:
1. Direct Observation
2. Oral interview and written test

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Learning Experience
Complete relevant work related documents

Learning Activities Special Instructions

Read Information Sheet #1.3-1 on Read and understand the information

carefully about Complete work related
Complete work related documents documents

Answer Self-Check # 1.3-1 and You must get a rating of 100% in the
compare your answers from answer self-check activity, if you get below
key #1.3-1 100%
rating, go over to the same activities,
but if you get the required rating, then
proceed to the next activities/LO.
Perform Task Sheet # 1.3-1 Evaluate the demonstration of
task using the Performance
Criteria
Checklist #1.3-1
Have your trainer evaluate your
performance
Read Information Sheet #1.3-2 Read and understand the information
carefully about Organizational policies
on Organizational policies

Answer Self-Check # 1.3-2 and You must get a rating of 100% in the
compare your answers from answer self-check activity, if you get below
key #1.3-3 100%
rating, go over to the same activities,
but if you get the required rating, then
proceed to the next activities/LO.
Perform Task Sheet # 1.3-2 Evaluate the demonstration of task
using the Performance Criteria
Checklist #1.3-2
Have your trainer evaluate your
performance

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 After doing all activities of this LO , you
are ready to proceed to the next LO on

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Information Sheet # 1.3-2
Organizational Policies
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Understand about organizational Policies.
Discussion
A set of policies are principles, rules, and guidelines formulated or adopted by
an organization to reach its long-term goals and typically published in a booklet or
other form that is widely accessible.
Policies and procedures are designed to influence and determine all major
decisions and actions, and all activities take place within the boundaries set by them.
Procedures are the specific methods employed to express policies in action in day-to-
day operations of the organization. Together, policies and procedures ensure that a
point of view held by the governing body of an organization is translated into steps that
result in an outcome compatible with that view.

What is a workplace policy?

A policy is a statement which underpins how human resource management

issues will be dealt with in an organization. It communicates an organization’s values
and the organization’s expectations of employee behaviors and performance.
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 Workplace policies often reinforce and clarify standard operating procedure in a
workplace. Well written policies help employers manage staff more effectively by
clearly defining acceptable and unacceptable behavior in the workplace, and set out
the implications of not complying with those policies.
A workplace policy consists of a statement of purpose and one or more broad
guidelines on action to be taken to achieve that purpose. The statement of purpose
should be written in simple terms, free of jargon. The length of the policy may vary
depending on the issue it addresses.
A policy may allow discretion in its implementation and the basis of that
discretion should be stated as part of the policy. A policy may also be required where
there is a diversity of interests and preferences, which could result in vague and
conflicting objectives among those who are directly involved.
Not all workplace issues require a policy. Many routine matters can be dealt
with through simple workplace procedures and processes being put in place.
Benefits of having workplace policies
Well-written workplace policies:
 are consistent with the values of the organization
 comply with employment and other associated legislation
 demonstrate that the organization is being operated in an efficient and
businesslike manner
 ensure uniformity and consistency in decision-making and operational
procedures
 add strength to the position of staff when possible legal actions arise save time
 when a new problem can be handled quickly and effectively through an existing
policy
 foster stability and continuity
 maintain the direction of the organization even during periods of change
provide the framework for business planning
 assist in assessing performance and establishing accountability

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 Developing and introducing workplace policies
Step 1 – Management Support

It is crucial to have sensor implementation or modification of a policy, especially

where policies relate to employee behavior. The endorsement and modelling of the
behavior by senior managers and management support for the
supervisors will encourage staff to take the policies seriously. While management
support for a policy is an important first step before actively seeking employee
feedback on a proposed policy, the idea for the policy and some of its details may in
fact come from staff.
Step 2 - Consult with staff
Involve staff in developing and implementing workplace policies to promote
stronger awareness, understanding and ownership of the outcome. Staff involvement
also helps to determine how and when the policies might apply, and can assist in
identifying possible unintentional outcomes of the policy.
Step 3 - Define the terms of the policy
Be explicit. Define key terms used in the policy at the beginning so that
employees understand what is meant. The policy should explain what is acceptable
and unacceptable behavior in the workplace. You may wish to include specific
examples to illustrate problem areas or unacceptable types of behaviors.
Step 4 - Put the policies in writing and publicize them
To be effective, policies need to be publicised and provided to all existing and
new employees. This includes casual, part-time and full-time employees and those on
maternity leave or career breaks.
Policies should be written in plain English and easily understood by all
employees. Consider translating the policies into the appropriate languages for
employees whose first language is not English.

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Ensure all staff understand what the policies mean. Explain how to comply with the
policies and the implications of not complying.

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Step 5 - Training and regular referral
The policies may be explained to staff through information and/or training
sessions, at staff meetings and during induction sessions for new staff. They should
also be reiterated and discussed with staff regularly at staff meetings to ensure they
remain relevant.
Copies of policies should be easily accessible. Copies may be kept in folders
in a central location or staff areas, in staff manuals and available on the
organization's intranet system.
Step 6 – Implementation
It is important that policies are applied consistently throughout the organization.
A breach of a policy should be dealt with promptly and according to the procedures set
out in the policy. The consequence of the breach should also suit the severity of the
breach – whether it be a warning, disciplinary action or dismissal. Review policies
regularly to ensure they are current and in line with any changes within the
organization. Where policies are significantly changed, they should be re-issued to all
staff and the changes explained to them to ensure they understand the organization's
new directions. These changes should also be widely publicized.

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Self- Check # 1.3-2 (Organizational Policies)
Identification
1.is a statement which underpins how human resource management issues will
be dealt with in an organization
2. consists of a statement of purpose and one or more broad guidelines on
action to be taken to achieve that purpose.
3.It is crucial to have senior management support for the implementation or
modification of a policy, especially where policies relate to employee behavior.
4.Involve staff in developing and implementing workplace policies to promote
stronger awareness, understanding and ownership of the outcome.
5.Ensure all staff understands what the policies mean. Explain how to
comply with the policies and the implications of not complying.
Enumeration
1-6 Enumerate the steps in introducing workplace policies

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ANSWER KEY # 1.3-2

1. Policy
2. Workplace Policy
3. Management Support
4. Consult with staff
5. Put the policies in writing and publicize them

1. Management support
2. Consult with Staff
3. Define the terms of policy
4. Put the policies in writing and publicize them
5. Training and regular referral
6. Implementation

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REFRENCES FOR FURTHER READING

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Google. (n.d.). Technology relevant to the enterprise and the individual's work
responsibilities. Google. https://www.google.com/search?
q=4.%09Technology+relevant+to+the+enterprise+and+the+individual
%E2%80%99s+work+responsibilities

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Google. (n.d.). Written communication. Google. https://www.google.com/search?

q=written+communication

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Google. (n.d.). Perform routine workplace duties following simple written notices.
Google. https://www.google.com/search?
q=Perform+routine+workplace+duties+following+simple+written+notices

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Google. (n.d.). Participate in workplace meetings and discussions. Google.

https://www.google.com/search?
q=Participate+in+workplace+meetings+and+discussions

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Training.gov.au. (n.d.). ACMGAS202A: Participate in workplace meetings and

discussions. Training.gov.au.
https://training.gov.au/Training/Details/ACMGAS202A

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Google. (n.d.). Written notices and instructions are read and interpreted
correctly. Google. https://www.google.com/search?
q=Written+notices+and+instructions+are+read+and+interpreted+correctly

Date
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Author. (Year, Month Date). Title of the webpage. Website Name. URL

Google. (n.d.). Basic mathematical processes of addition, subtraction, division,

and multiplication. Google. https://www.google.com/search?
q=Basic+mathematical+processes+of+addition%2C+subtraction%2C+division
%2C+and+multiplication

Author. (Year, Month Date). Title of the webpage. Website Name. URL

Date
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