Module 2: Interpersonal Communication

“Sa komunikasyon mahalaga ang unang impresyon”

The first impression you give is important in communication.

Now it is your time to write your thoughts on the following questions in the space below.
Questions Your Thoughts
1. What does it mean to In the communication process, listening refers to the ability
listen/speak effectively? to accurately receive and analyze communications.
Effective communication requires the ability to listen.
Messages are frequently misunderstood if you don't know
how to listen well. All good human interactions are built on
the foundation of effective listening. On the other hand,
speaking effectively is described as delivering your
message in such a way that it is clearly heard and, if
possible, acted upon. Speaking effectively requires two
primary components: what you say and how you say it.
2. How do you know when you When he/she doesn't want to talk or doesn't even pay
are/are not being listened to or attention, I just know I'm being ignored or not being
ignored? listened to. Furthermore, if their eyes are focused and their
heads remain steady, they tap their fingers, point their feet
toward the door, and do not reflect your body language are
also sign of being ignored or not being listened.
3. What do you do when Knowing that your frustration is a normal, natural reaction,
speaking to get your point waiting until you feel calm and comfortable to express your
across? point of view, setting the goal of helping others, relating to
others' opinions, not fighting, and trying not to take things
personally are all things to consider when speaking to get
your point across.
4. How do you speak to an elder? Maintain your calmness and speak in a pleasant, matter-of-
Supervisor? Friend? Group of fact tone. If necessary, speak louder, but do not yell. Make
people? sure you speak clearly and don't stutter or speak too rapidly.
Concentrate on one idea at a time and use short, clear
sentences. The above information should be considered
when talking with others. For instance, I talk with respect
and love to my elders, and I speak with respect and
attentiveness to my supervisor. I interact with my friends in
a courteous manner and with respect to a group of
individuals.
5. Why is good (or effective)
communication important in To deliver and understand information quickly and
accurately, good verbal and writing communication skills
 your personal and work lives? are required. Effective communication is an important life
skill that should not be disregarded. To communicate
effectively, you must first comprehend and then be
understood.

Identifying effective listening skills and strategies: Read the statement in the table below one
at a time. Check Yes if you use or practice the standard in your real-life situation, and check No
if you don’t.

Standards Yes No
Do you use appropriate body language to show you are listening? (eye contact, sit
upright, nod head, etc.)
/
Do you listen to the speaker without interrupting?
/
Do you repeat what the speaker has said to make sure you have understood
correctly?
/
Do you ask questions for clarification when you do not understand something?
/
Do you avoid being distracted by noises, mobile phones, or by what other people
are doing?
/
Do you avoid being distracted by the mannerisms, speaking style, clothing of the
person speaking?
/
Are you aware of your own attitude & do you avoid being judgmental?
/
Read the statements one by one and put a  if the statement is about effective speaking and  if
not.

Note: I use / for the effective speaking and X for not.

I need to use positive and constructive words.

1 /
I always check the mood and attitudes of my listeners.
2 /
 I should always be respectful when I speak to elders, but not so much when I speak to
3 those of a younger age. X
Honesty is one of the strategies to become an effective speaker.
4 /
Body language must be observed when speaking.
5 /
I will speak fast so I can finish early on so I can entertain more questions.
6 X
I should be clear, brief and direct to the point when speaking.
7 /
I should know what I want to say in advance and prepare when possible.
8 /
I will avoid arrogance and maintain confidence when speaking.
9 /
10 I will try to avoid respect when I needed to speak direct messages.
X
2.3 Three Forms of Workplace Communication: Part 1
Look at the table below and decide whether each form of communication is verbal, written
and/or electronic. Place a check on your answer.

Format Verbal Written Electronic

Face‐to‐face conversation
/
Phone (landline)
/
Mobile phone
/
Interview
/
Meeting
/
Training
/
Presentation
/
Letter
/
Memo
/
Report
/
 Proposal
/
Email
/
Fax
/
Voicemail
/
Webinar
/
Conference Call
/
Video Conference
/
Project Management Website
/
Instant Messaging (Skype)
/
Email Mailing List
/
SMS / Text Message
/
Sticky note
/
Other (please add): _________________________

Select what you think are the top 10 most used forms of communication at work and give an
example of when you may choose to use it in the workplace.
1. Formal Communication – it generally uses to linked with formal status and positions of a
person such as supervisors, managers, and other work position higher or just like in your
position.
2. Informal Communication – it refers to communication based on personal relations. It is a
type of communication which is unstructured, unofficial, and unplanned.
3. Downward Communication – communication that takes place from superiors to
subordinates in a chain of command is known as downward communication.
4. Upward Communication - Such type of communication may be in the form of orders,
instructions, policies, programs etc. It may be written or verbal.
5. Horizontal Communication – This type of communication takes place mostly during a
committee meeting or conferences. The main object of such communication is to
establish inter-departmental co-ordination.
6. Diagonal Communication – an exchange of information between the persons at a
different level across departmental lines.
 7. Non-Verbal Communication – Communication through expressions, gestures or posture
is nonverbal communication. It refers to the flow of information, through facial
expressions, tone of voice and other body movements.
8. Verbal Communication – an exchange of information by words either written or oral.
Verbal communication consists of speaking, listening, writing, reading etc. It is the most
preferred mode of communication.
9. Oral Communication – a message is expressed through spoken words, it may be either
through face-to-face conversations or with the help of electronic mode such as telephone,
cellular phone, etc.
10. Written Communication – opinions are exchanged in written form, rather than by spoken
words, it is known as written communication.
2.3 Three Forms of Workplace Communication: Part 2
1. You want to solve a problem or make a decision. You sent a long email to your colleague.
Adjectives: long

Related reactions:
2. Your message is simple, but you’re physically separated. You requested for a conference
call.
Adjectives: simple

Related reactions:
3. You want immediate feedback. You walk into the office room of your supervisor.
Adjectives: immediate

Related reactions:
4. You need an electronic record. You place a sticky note on the desk of your colleague.
Adjectives: sticky

Related reactions:
2.3 Three Forms of Workplace Communication: Part 3
Instructions: For each type of communication, there are 2 examples of how and when to use that
form of communication. Write 3 more examples for each form.

Verbal Written Electronic

You call a co-worker to see if You write a letter inviting people You use Skype to ask your
they can come help you solve a to an event coworker a quick question
 problem
You introduce a new intern to You prepare handouts for a You set up a webinar to show the
co-workers presentation client the work you did for
them
You discuss a topic in a class. Weekly report of your work Attending online classes.
performances.

You attend a graduation as a Authorization letter given to you Communicating with the family
guest speaker, and you share to claim the purchased item of and friends through messenger.
your experiences when you are your brother.
in the grade school.
You attend an educational trip Writing an essay or any literary Inquiring to the different job
as a tour guide. piece. websites.

You are now are going to do an activity that will help you to be a cooperative and effective team
player. Read this scenario:
Answer the following questions:
1. Write your own short statement in the thought bubble.
 We all have different ideas and opinions, so we need to hear it from everyone. Let
us eliminate the ideas after we heard it all.
2. What type of personality do you think Karl has? Was he helping the group make
decisions? Why/why not?
 Based on my perception, Karl is selfish because he did not want to waste his time
to listen and understand the opinion of others. In this situation, he did help the
group to make decisions.
3. What type of personality do you think Dely has? Was she preventing the group from
making progress? How could others encourage this person to contribute to the group?
 Dely is not open for more ideas and has a negative thinking. The group was
preventing to make some progress because of this attitude.
4. If you were the group leader, and you were responsible for developing the plan, what
would you say?
 If I am a leader of the group, I would prefer to listen on everyone’s idea and then I
will give time for us to finalize our group decision. With that, our group will help
in making a good decision.
Reflect on what you have learned from Module 2. Jot down your answers to the questions below
in the spaces provided.
Learning: Share 2 main things you learned about communications in Module 2.
1. Communication can be done through verbal and non-verbal.
2. Communication is a process of sharing thoughts and ideas.

Strength: Share 2 strengths that you think you have in communication.

1. I am a good listener.
2. I give respect to the one who was speaking.

Weakness: Share 2 weaknesses that you think you have in communication that you can improve
in the future.
1. The use of confusing words that is difficult to comprehend by my audience.
2. I'm vulnerable to getting distracted.

Challenges: Share 2 things that you find very challenging in effective communication.
1. Providing the desired response while remaining focused on the topic at hand.
2. Avoiding making assumptions about what is being said.

Sharing is caring

In what ways did this debate relate to what you learned in this Module on Interpersonal
Communication?
 Interpersonal relationships are frequently complicated. Interpersonal
communication courses cover topics such as how to start, sustain, and even end
 relationships in a healthy and productive way. They are also aware of their family,
friends, coworkers, and clients.
What good communication skills did you see displayed in this debate? Give examples.
 The good communication skills you see during the debate are that every word you
say is clear and concise. Also, keep in mind that if your message is all over the
place, you will lose attention of the public. Be at ease while speaking
spontaneously. It's time for you to confront it. Keep an eye on your nonverbal
cues. More than words, your body language can convey a lot about you. Also, be
careful with your language.
What communication skills were not observable, but you think could help in a debate or similar
dialogue?
 Presentation skills are one of the non-observable communication talents that I
believe could aid in a debate or comparable discourse. It is the capacity to give
successful and compelling presentations to a diverse group of people. The
structure of your presentation, the design of your slides, the tone of your voice,
and the body language you portray are all examples of these qualities.

Module 2: Interpersonal Communication

Circle an answer for each statement.

English Tagalog
 1. When you are discussing an issue at work 1. Kapag may tinatalakay kang usapin sa isang
with a co -worker and she or he is saying katrabaho at hindi ka sumasang-ayon sa
somet you:
hing that you do not agree with, sinasabi niya, dapat:

a. a. Singitan mo ang katrabaho mo para

Interrupt your co-worker to let him or ipaalam sa kaniyang hindi ka
b. her know you disagree sumasang-ayon
Shake your head in disagreement to b. Umiling ka para ipaalam
let your co-worker know how you sa katrabaho ang iyong damdamin
c. feel c. Subukang mag-isip tungkol sa ibang
Try to think about something else bagay hanggang sa tumigil
until your co-worker stops talking magsalita ang iyong katrabaho
d. Are aware of your own feelings but
listen to what your co-worker has to d. Alam mo kung ano ang damdamin
say before responding mo, pero makikinig sa sinasabi ng
e. All of the above iyong katrabaho bago ka magsalita
e. Lahat ng nabanggit

2. When someone else is speaking, you should 2. Kapag may nagsasalita, dapat magpakita ka ng
give non-verbal communication cues to show mga non-verbal communication cues para
that you understand. ipakitang naiintindihan mo.

a. True a. Tama
b. False b. Mali

3. When speaking to a group of people, it is 3. Kapag nagsasalita sa isang grupo ng tao,

important to: mahalagang:

a. Stay focused on the topic at hand a. Manatiling nakatuon sa paksang

b. Maintain good eye contact tinatalakay
c. Be well informed on the topic b. Tumingin sa mata ng
mga kinakausap
d. Present information in a logical,
flowing way c. Maging maalam sa
paksang tinatalakay
e. All of the above
d. Itanghal ang impormasyon sa isang
lohikal at dumadaloy na paraan
e. Lahat ng nabanggit
4. When you do not fully understand instructions 4. Kapag hindi mo lubusang naiintindihan ang
given to you by your supervisor at work, you: sinasabi ng iyong supervisor sa trabaho:

a. Nod your head in agreement so you do a. Tatango ka sa pagsang-ayon para

not waste your supervisor’s time b. hindi masayang ang oras ng iyong
Assume you will figure it on your own supervisor
c. Ask your supervisor to repeat the b. Umasang maiintindihan mo rin iyon
instructions so you are clear on what mag-isa
you need to do c. Hilingin sa supervisor mo na ulitin ang
d. Ask a co-worker what she or he thinks mga sinasabi niya para malinaw sa iyo
you are supposed to do ang dapat mong gawin
e. All of the above d. Tanungin ang isang katrabaho kung
ano sa tingin niya ang dapat mong
gawin
e. Lahat ng nabanggit

5. When giving instructions or information to a 5. Kapag nagtuturo o nagbibigay ng impormasyon

group of co-workers, you should ask a person sa isang grupo ng mga katrabaho, dapat
to repeat back what you have said to make mong hilingin sa isang tao na ulitin sa iyo ang
sure everyone is clear on the task at hand. sinabi mo para makasiguradong malinaw sa
lahat ang dapat gawin.
a. True
b. False a. Tama
b. Mali

6. Someone who works well in a 6. Ang isang taong mahusay makipagtrabaho sa

team___________. loob ng isang grupo ay ___________.

a. Interrupts only when offering new

a. Sumisingit lang sa usapan kung
magbibigay ng mga bagong idea
ideas
b. Nakikinig lamang sa mga may
b. Pays attention only to those who have kaparehong opinyon
the same opinions c. Nagbibigay ng opinyon at humihingi ng
c. Provides inputs and seeks the ideas of mga idea ng iba sa grupo
others in the group d. Lumilikha ng di-pagkakasundo para
maging kaiga-igaya ang talakayan
d. Creates conflict to make the discussion e. Lahat ng nabanggit
interesting
e. All of the above

7. Good customer service always includes doing 7. Laging bahagi ng magandang serbisyo sa
what the customer tells you to do. customer service ang paggawa sa sinabi ng
 customer sa iyo.
a. True
b. False a. Tama
b. Mali

8. When dealing with a customer on the 8. Kapag nakikipag-usap sa isang customer sa

telephone: telepono:

a. Say the name of the organization and a. Sabihin ang pangalan mo at pangalan
your name when you answer the ng organisation sa pagsagot ng
phone telepono
b. Be polite and courteous b. Maging magalang
c. Listen well and do not interrupt c. Makinig nang mabuti at huwag
d. Record all the necessary information sumabat
such as person’s name and number, d. Itala ang lahat ng mahahalagang
date of call, what the person needs impormasyon tulad ng pangalan ng
e. All of the above tao, numero, oras ng tawag, at kung
ano ang kaniyang pangangailangan
e. Lahat ng nabanggit

9. When dealing with a difficult customer: 9. Kapag nakikipag-usap sa isang mapilit na

customer
a. Ignore the person
b. Remain calm a. Huwag pansinin
c. Tell them you will not talk to them b. Manatiling kalmado
anymore c. Sabihan siyang hindi mo na siya
d. Tell them to please leave kauusapin
e. Yell at them so they understand your d. Pakiusapan siyang umalis
point of view e. Sigawan siya para makita niya kung
saan ka nanggagaling

10. If a customer is angry, you too should get 10. Kapag galit ang isang customer, kailangan mo
angry to respond effectively. ring magalit para maramdaman ang iyong
pagtugon.
a. True
b. False a. Tama
b. Mali