Welcome to the first module of the Communication Integrated with 21st Century Skills Course.

 This
module is entitled "Receiving and Responding to Workplace Communication."  In this module, we will be
covering the basics of communication and why it is crucial in creating an ideal workplace environment. 

For the first part of this module, we will be talking about following routine spoken messages. You can
expect to learn the basics of communication and its context in the workplace after accomplishing this
unit. Knowing the fundamentals of communication will hopefully aid you in knowing which areas of your
communication skills should be improved. Of course, it's not enough to just know the concepts, so for
the second part of this module, we will tackle: "Performing workplace duties following written notices."

This module will hopefully help-not just in transforming you to a communicator who can respond, but a
communicator who can genuinely understand. 

ANNOUNCEMENT: TESDA is currently streamlining the services of the TOP. To ensure that all courses
are calibrated with quality monitoring and evaluation features, pre and post tests have been added to
this course. To generate a Certificate of Completion, you MUST complete the said tests.

Pre Test

Martie was tasked to deliver a marketing pitch to their new clients. As soon as their
clients arrive, Martie should:
Select one:
a. Smile. Stand up if he is sitting and shake the hands of his clients. 
b. Begin the meeting immediately.
c. Not talk to the clients unless they want to.

d. Serve snacks and beverages.

Feedback
The correct answer is: Smile. Stand up if he is sitting and shake the hands of his clients.

Question 2
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
Jonah is explaining the organizational guidelines of the office to Sarah, a new
employee. In the scenario, what is the message being communicated?
Select one:
a. Sarah 
b. None of the above
c. Jonah

d. Organizational Guidelines
Feedback
The correct answer is: Organizational Guidelines

Question 3
Correct
Mark 1.00 out of 1.00

Flag question

Question text
These disruptions occur when there is a difficulty in understanding the message
because of your personal mood and emotions.
Select one:
a. Psychological Noise 
b. Semantic Noise
c. Physical Noise

d. Cultural Noise
Feedback
The correct answer is: Psychological Noise

Question 4
Correct
Mark 1.00 out of 1.00

Flag question
Question text
In this type of speaking, participants alternately speak and listen.
Select one:
a. Partially Interactive Listening
b. Serious Listening
c. Non-Interactive Listening

d. Interactive Listening 
Feedback
The correct answer is: Interactive Listening

Question 5
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
It is defined as how people view or use space in order to achieve communication goals.
Select one:
a. Workplace Etiquette
b. Distance 
c. Workplace Communication

d. Proxemics
Feedback
The correct answer is: Proxemics

Question 6
Incorrect
Mark 0.00 out of 1.00
 Flag question

Question text
While on your way to work, the jeepney you are riding had a flat tire. The driver decided
to change the tire and have the flat one vulcanized. It is 6:30 a.m. and your shift starts
at 7 o'clock. The next ride is already full and your workplace is five kilometers away.
What type of reason is this?
Select one:
a. Invalid Reason 
b. Valid Reason
c. Emergency Reason

d. Special Occasion Reason

Feedback
The correct answer is: Emergency Reason

Question 7
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
Which of the following illustrates the difference between verbal and nonverbal
communication?
Select one:
a. Verbal communication can be categorized into body, object, space, time, and touch
signals. Meanwhile, silence is a form of non-verbal communication.
b. Verbal communication is a mode of communication that involves speaking and is
commonly applied in face-to-face communication. Meanwhile, non-verbal
communication refers to non-speech type of communication.
c. Verbal communication refers to a non-speaking mode, while non-verbal
communication requires speaking in communicating. 

d. An example of verbal communication is communicating through e-mails while non-

verbal communication can be through communicating via cellphones.
Feedback
The correct answer is: Verbal communication is a mode of communication that involves
speaking and is commonly applied in face-to-face communication. Meanwhile, non-
verbal communication refers to non-speech type of communication.

Question 8
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
The following, except one, are reasons why it is important to implement and follow
organizational guidelines in the office. Which of the following does not explain the
importance of organizational guidelines in the workplace?
Select one:
a. It is to ensure that every worker follows the same procedure in the office, thus,
avoiding error and confusion.
b. Following workplace etiquette gives you the privilege to judge your workmates.
c. Having good workplace etiquette may also be applied or extended to non-work-
related matters. 

d. Failing to follow organizational guidelines may cause termination in the office.

Feedback
The correct answer is: Following workplace etiquette gives you the privilege to judge
your workmates.

Question 9
Incorrect
Mark 0.00 out of 1.00
 Flag question

Question text
A customer was not able to understand the directions you were giving her because of
occasional telephone interferences. In the communication process, the telephone
interferences can also be referred to as:
Select one:
a. Message
b. Receiver 
c. Source

d. Noise
Feedback
The correct answer is: Noise

Question 10
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
This type of mediated communication uses a one-at-a-time system of communication.
When someone is already talking, no one else in the group can speak or be heard.
Select one:
a. Fax Machine
b. E-Mail 
c. Telephone

d. Two-Way Radio
Feedback
The correct answer is: Two-Way Radio

Question 11
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
Diego is discussing the monthly achievement report of their company. Occasionally, his
workmates would nod to show their attentiveness. What kind of speaking is this?
Select one:
a. Interactive Speaking 
b. Partially Interactive Speaking
c. Attentive Speaking

d. Non-Interactive Speaking
Feedback
The correct answer is: Partially Interactive Speaking

Question 12
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
It is not simply hearing, but also entails understanding the meaning behind the
message.
Select one:
a. Active Listening
b. Active Hearing 
c. Hearing
d. Listening
Feedback
The correct answer is: Active Listening

Question 13
Incorrect
Mark 0.00 out of 1.00

Flag question

Question text
All are examples of semantic noise except one. Which of the following is not an
example of semantic noise?
Select one:
a. Organizational
b. Syntactical
c. Physiological

d. Cultural 
Feedback
The correct answer is: Physiological

Question 14
Correct
Mark 1.00 out of 1.00

Flag question

Question text
Which of the following best explains why communication is necessary in the workplace?
Select one:
a. Effective communication increases worker productivity since it ensures that all
processes are accomplished without disruptions. 
b. It gives better pay to employees.
c. It makes an employee feel more important and accomplished.

d. It is not really necessary in the workplace.

Feedback
The correct answer is: Effective communication increases worker productivity since it
ensures that all processes are accomplished without disruptions.

Question 15
Correct
Mark 1.00 out of 1.00

Flag question

Question text
The communication process is not always ideal or perfect. There will be instances such
as disruptions that would hinder the flow of messages. These disruptions are also
referred to as:
Select one:
a. Feedback
b. Distortions
c. Noise 
d. Wavelength

Lesson 1: Introduction to Communication

Introduction
Communication is the process of exchanging information and ideas through different
modes. Human communication does not only refer to the exchange of words but also to
the interaction between two or more persons. This involves a sender of the message
and a receiver who interprets the message.

In this lesson, we would be talking about communication and how knowing about the
processes of communication could help in creating a more efficient and effective
workplace environment.

Topic 1: What is Communication?

Video play
Communication is a systemic process of people interacting with and through symbols
in order to create, share, and interpret meanings. It is referred to as a process because
its beginning and end are hard to identify. It can also take place in different modes.
Modes refer to the way by which communication can be expressed.

In order for communication to take place, two main actors work together. They are
called the sender and the receiver. Being able to send the message to a receiver does
not guarantee a successful communication process. Effective communication takes
place when the sender receives a feedback or response that he initially wanted the
receiver to have.
Meanwhile, workplace communication is defined as the process of information
exchange, may it be through verbal, nonverbal, or written communication, within an
organization. A workplace is identified by employees from different cultures and
backgrounds. Given these differences, effective communication is crucial to unite
employees and ensure that all workplace processes are properly done.
Communication is essential for every employee to function and interact properly.
Managers and supervisors need communication in order to adapt and give feedback to
their employees. Communication is required in developing business plans and carrying
out workplace tasks. In addition to that, it is need to communicate with various
communication sources such as team members, supervisors, industry bodies, trade
personnel, etc.

Effective workplace communication guarantees that all processes needed in an

organization are properly executed. Effective communication increases productivity and
efficiency in the workplace. Without it, unwanted error and mistakes may occur.

This course would hopefully help you in developing your communication skills in
order to give you advantage whether it may be in finding employment
opportunities or in interacting with your current workplace set-up.

Topic 2: The Communication Process

Video play

Shannon and Weaver Communication Model

There are many communication models. For this lesson, we will be getting an idea from
Shannon and Weaver’s model of communication. Through understanding the
components of the communication process, workers can know what area to improve on
and contribute to successful and effective communication flow in the workplace.
Parts of the Communication Model
Like any other process, the communication process also has parts or elements.
Namely:

 Source – One who sends or delivers a

message. One who initiates the
communication process. The source can
also be called as the sender or author.
The source plays a crucial role in the
process, because if the source failed to
deliver the message properly, then the
entire communication process may fail.
 Message – Transformed thoughts into a
form (i.e. voice, audio, text, signals, etc.)
that the source sends to the receiver. It is
the information that the source wants to
transmit.

 Channel – Type of medium used to send

messages between the source and the
receiver.

 Receiver – One who receives the

message. The communication process is
considered successful when the receiver
responds the way the source intended. Like
the source, a receiver’s role is   vital in the
communication process. He or she must
also be active and intentional in receiving
messages. In that way, the receiver can
respond the correct way.
However, the communication process does not end there. The effect of the
message and the feedback of the receiver should also be noted in order to know
the result of the communication process.

Effect – Response of the receiver after getting

the message from the source
 Feedback – An important product of the
communication process. It tells the source how
effective the selected message and channel are
upon the receiver. Furthermore, it allows the
source to adjust the communication process so
that it is more effective. Feedback confirms
whether there is mutual understanding between
the source and the receiver. Without it, the
source would not know if understanding took
place.
The communication process is not always ideal. Sometimes, interference can also
occur when the source sends a message. This is called:

Noise – Disruptions in the communication

process. In the workplace, noise can be
common especially when unfamiliar people
communicate with each other.
Later on, we will identify noises that hinder effective communication in the workplace.

Activity: The Communication Process

activity

Topic 3: Communication Modes

Video play
Humans communicate through different modes. It is impossible to communicate with
only one mode in your entire work life.

Communication modes are defined as the ways by which communication can be

expressed. It can be through verbal communication, nonverbal communication, and
written communication.

Let us tackle them one by one!

     

Verbal Communication
Verbal picture

Verbal communication refers to the mode of communication that involves speaking. It

occurs when you speak or when you use words. This includes face-to-face
communication and communicating through a medium such as:

●     Telephone

●     Cellphone

●     Video calls or conference calls

Nonverbal Communication
Nonverbal picture
Meanwhile, nonverbal communication refers to non-speech type of communication. It is
any type of communication that does not include spoken word.

It can refer to the way we say the words, surroundings that may affect communication,
objects, patterns, and more.

Remaining in silence or not responding at all is also a form of nonverbal communication.

So, when it is quiet, it does not necessarily mean that communication is not taking
place. Silence can also mean something.

Written Communication
Written comm picture

Written communication refers to communicating through writing:

●     Letters

●     E-mails

●     Text messages

●     Writing memorandum

●     Etc.

Activity: Communication Modes

Topic 4: Importance of Workplace Communication

https://www.e-tesda.gov.ph/pluginfile.php/50822/mod_book/chapter/1385/Importance of
Communication in the Workplace.png

video play

Communication is essential because it ensures that you can properly explain your
thoughts in in the workplace. When you can explain your ideas, you can achieve your
personal and professional goals, as well as, better relate to your workmates. It is the
key to your success, may it be in the workplace, being part of the community, or in
whatever place or situation you are. For businesses and organizations, all employees
must be able to communicate may it be through verbal or nonverbal communication.

In addition to that, communication is necessary in a workplace because it ensures:

●     Unity - Good communication creates a strong foundation in building relationships

and uniting the team members.

●     Sharing - Good communication establishes an open environment where team

members can share their ideas easily.

●     Professionalism - Good communication can help individuals develop positivity and

professionalism.

●     Good Output - A team with good communication produces good outputs.

Topic 5: Skills You Need to Communicate Properly