UNIT OF COMPETENCY: Participate in Workplace Communication

Module Title: Participating in Workplace Communication

TEST YOURSELF FIRST!

Instruction: Encircle the letter of the correct answer.

1. When can you use a non-verbal communication medium response?

a.Confirming understanding or affirming your workmates by patting them on the back.
b.Giving an oral presentation.
c.Writing e-mails to customers.
d.Telling to a co-worker your recent summer vacation.
2. Which of the following are not used in manual filing systems?
a.Folders
b.Paper files
c.Hard drives
d.Filing cabinets
3. It is a set of rules that describe the standard way to approach a task which is in accordance
with the organization’s policies, procedures, and expectations.
a.Checklist
b.Protocol
c.Policies
d.Organizational Guidelines
4. These refers to old documents that are kept in long-term storage. These documents cannot
be destroyed, for legal or other reasons, before a specified date.
a.Computer Files
b.Archives
c.Legal Records
d.Files
5. This is a short document used to send urgent matters.
a.Announcement
b.Circular
c.Notice
d.Memorandum
Introduction

In the workplace, you will be dealing with different kinds of people and industries for
work and business transactions. Thus, it is crucial for you to know the necessary skills to
communicate to these various sources. Welcome to the second module of the communication
course: "Participating in Workplace Communication."

This module covers the knowledge, skills, and attitudes required to gather, interpret,
and convey information in response to workplace requirements. For the first part of this
module, we will discuss obtaining and conveying workplace communication. Meanwhile, the
second part of this module will focus on completing relevant work-related documents.

At the end of this unit, you should be able to:

1. Identify different types of communication sources;

2. Acquire skills needed to communicate to various sources;

3. Identify different types of communication media and storages; and

4. Compare advantages and disadvantages of different communication media and storages.

UNIT 1: OBTAINING AND CONVEYING WORKPLACE COMMUNICATION

Lesson 1: Communication Sources

Introduction
Indeed, communication is a vital part of being a team. However, there are other
people, besides your team, you also need to communicate with. These are the appropriate
sources. These are the people who communicate relevant information with you, such as
requests, commands, and inquiries.

These sources are classified as internal and external sources.

A. Internal Sources
Internal Sources refer to the people who are already inside or are already part of your
company that you communicate with. This includes:
 Team Members
 Supervisor/Department Head

B. External Sources
External Sources refer to the people outside your company you communicate with.
This includes:
 Suppliers
 Trade Personnel
 Local Government

Lesson 2: Presenting Yourself in the Workplace

Your voice is the sound produced by your vocal organs and it is affected by many
factors such as pitch, volume, rate, quality, etc. Make sure that all these factors work together
in order to deliver your message well. Here are what you should consider in order to present
your voice:

 Pitch – the highness or lowness of your voice

 Volume – how loudly or softly you should speak
 Rate – the speed of your speech
 Intelligibility – if the message is understandable
 Articulation – using the tongue, teeth, palette, jaw, and lips in order to produce vocal
sound
 Pronounciation – form and accent of various syllable of a word
 Accent – Inflection, tone, speech habits of a speaker
 Vocal expression – variety in voice which can be a achieved by changing and
appropriating the pitch, volume, rate, as well as stressing certain words and phrases
 Monotony – should be avoided since it is lack of vocal expression. This occurs when
there is just a constant pitch, volume, and rate.
Lesson 3: Participating in Workplace Meetings and Discussions

Starting Conversations
Starting conversations is not an easy task; however, it is necessary to keep
relationships in tact in the workplace. Executing and understanding opening statements are
necessary skills in the workplace. Learning this skill can leave a good impression to your co-
workers, while neglecting this skill may cause misunderstanding and confusion in the
workplace.

Examples of Opening Statements:

 How are you?
 Have you eaten?
 Anything new today?
 Are you busy?
 What time do you finish work?
 Good morning!
 Nice to meet you.
 Where are you from?

Suggestions when starting conversations:

 Find common interests.

 Listen well.
 Relax.
 Avoid gossip and controversies.
 Be genuine.

Closing Conversations
Meanwhile, closing out conversations is just as important as initiating conversations. If
not done properly, your listener may be left hanging and you can come off rudely. The key to
concluding conversations is to make sure that both you and the receiver enjoyed the
conversation. You don’t want to make a customer feel unwanted because he/she seemed like a
boring conversation partner. Instead, you would want someone to learn something from your
talk or to gain something positive from the conversation.

Examples of Concluding Statements:

 Thank you. I had a nice talk with you.

 Goodbye. I hope to talk with you again soon.
 Thank you for staying at Hotel Eleganza!
 Have a great time.
 I will call again to confirm. Thank you.

Suggestions when ending conversations:

 Be genuine.
 Use appropriate closing remarks.
 Be clear and direct. Do not be ambiguous.
 End on a good note.
 Avoid unnecessary comments
Lesson 4: Communication Storages
There are two ways of storing data- the manual filing system and computer filing
system. Manual filing system refers to the act of storing data in paper files, folders, and
cabinets. Computer-filing system refers to the act of storing data in electronic devices.

A. Manual Filing System

Advantages
 Filing is less complex.
 Files cannot be tampered or edited illegally.
Disadvantages
 Files can be physically damaged due to fire, flooding etc.
 Files can be slower and harder to access because they need to be looked for
manually.
 Files cannot be edited thus a new copy should be produced when mistakes
occur.
 Files may be out of order depending on who handles them.

B. Computer Filing System

Advantages
 The texts are searchable thus the files are easier to access
 Cost is cheaper because there is no need to buy supplies like cabinets,
folders, and papers.
 Files can be edited immediately and shared to people even from distant
places.
Disadvantages
 Confidential files can be hacked and accessed by anyone.
 Accessing files may be complex especially to those who do not know how to
use computers.
UNIT 2: PERFORMING DUTIES FOLLOWING WORKPLACE COMMUNICATIONS

Lesson 1: Storing Organizational Information

Information that has been collected and assessed for relevance to the organisation’s
activities is usually stored for future use, or passed on to another person for use within the
organisation. These records must be stored in their correct place directly after using them, so
that they can easily be located when needed again.
Records are often stored for many years, so the storage system needs to keep records
in good condition, secure and accessible. Your organisation may have different systems for
storing:
 print documents
 electronic documents
 confidential documents
 archive documents.
Archives are old documents that are kept in long-term storage. These documents
cannot be destroyed, for legal or other reasons, before a specified date.
Much of the stored information should be kept confidential, and your organisation will
have developed policies and procedures relating to storing and disclosing of information, based
on privacy legislation and regulations.

Lesson 2: Information Storage Protocols

The organisation in which you work is responsible for the safe and secure storage and
handling of its documents and records. This system must be supported by your organisation’s
policies and procedures for documentation, methods of filing and retrieval, release of
information and maintenance of confidentiality.

Examples of relevant policies include:

 Record keeping policy

 Access policy for confidential information
 Record disposal policy
 Confidentiality policy
 Privacy policy

Lesson 3: Legal and Operational Requirements

The storage of most operational documents, and particularly personal and case-related
documents, is prescribed by legislation or organizational protocol.

Lesson 4: Using Databases

A database refers to any structured collection of data, for example, sets of client
records saved on a computer, or kept in files or folders in a cabinet, or contact details or
records kept on an index card system. Protocols for naming files and storing them in
appropriate folders will enable other staff to locate and access the documents they require.
Regardless of its physical format, you still need to rely on information being up-to-date
and accurate. When access to the database is open to many users, maintenance of the data
can be more difficult and critical.
Strategies for ensuring accuracy of data need to be formalised in a system. This
system should be time-efficient, simple to use and effective. All users need to be educated
regarding their responsibilities to ensure ongoing maintenance.
UNIT 3: COMPLETING RELEVANT WORK-RELATED DOCUMENTS

Lesson 1: Guidelines in Completing Relevant Work-Related Documents

It is unavoidable that as part of the workforce, you would need to submit work-related
documents. Documents are necessary to ensure formality and record-keeping in the
workplace. It can also demonstrate the professionalism of an employee. Forms may include
HR/Personnel forms, telephone message forms, safety reports, etc.
Written communication is just another mode of communication. Thus, it is important for
employees to be able to understand written texts, as well as create them. For this unit, different
workplace forms will be identified. In addition to that, guidelines that must be followed when
accomplishing written documents will also be tackled.

Guidelines in Completing Relevant Work-Related Documents

1. Workplace Forms and Documents

Most business operations rely on complete and accurate workplace documents for
communication, information management and record keeping. Your role may require you to
write emails and letters, and complete documents and reports

2. Determine authorizations and permissions

You might prepare documents to be signed by delegated persons, or be authorized to
sign certain documents yourself. Some information is protected by privacy and confidentiality
policies that determine who can see it.

3. Identify any rules and formats that apply

Organizations are often specific about how to present formal correspondence and case
management notes, as well as reporting and record keeping, including for legal purposes.
Workplace guidelines, templates and forms are often provided to ensure that these tasks are
completed correctly.

4. Check your information thoroughly

Misleading, incorrect or missing information is not only frustrating for the people who
process or refer to the information; it could have client service, financial, duty of care or
reporting implications for which your organization is legally liable. If you are in rural or regional
areas, incorrect information could delay important processes that could severely affect your
client. If you are unsure how to fill out forms or complete documentation, always ask – don’t
guess.

Lesson 2: Administrative Protocols

A protocol is simply a set of rules that describe the standard way to approach a task.
Following administrative protocols means that you perform tasks in accordance with your
organization’s policies, procedures, and expectations.

Some of the areas covered by administrative protocols may include:

 designated officers required to approve or sign a document

 time frames set for completion or submission
 restrictions on who can access or use the information
 storage and archiving requirements
  obtaining comparative quotes for goods or services.

Lesson 3: Communicating Your Message

On occasion, you may be required to develop a new form or document for a specific
purpose. The format you choose will be determined by the preference of your organisation.
Whatever format you choose, pay particular attention to how well your document conveys your
message, through:
• its purpose, message and audience
• the layout of the information
• use of headings and paragraphs to make the document easy to read
• use of logos, disclaimers, privacy, and copyright statements.

Lesson 4: Organizational Policies and Procedures

Procedures provide specific guidelines for completing a task, such as filling out and
submitting a form. The procedures are normally based on organisational policy, which deals
with broad issues, roles and functions relating to the specific area, such as case management,
workplace safety or purchasing.
If you are unsure of the policies or procedures that apply in your workplace, ask a more
experienced co-worker to assist you, or refer to your organisation’s guidelines or manuals.
Procedures you must follow may be similar to the following examples:
Most business operations rely on complete and accurate workplace documents for
communication, information management and record keeping. Your role may require you to
write emails and letters, and complete documents and reports.
You might prepare documents to be signed by delegated persons, or be authorized to
sign certain documents yourself. Some information is protected by privacy and confidentiality
policies that determine who can see it.
Organisations are often specific about how to present formal correspondence and case
management notes, as well as reporting and record keeping, including for legal purposes.
Workplace guidelines, templates and forms are often provided to ensure that these tasks are
completed correctly.
Misleading, incorrect, or missing information is not only frustrating for the people who
process or refer to the information; it could have client service, financial, duty of care or
reporting implications for which your organisation is legally liable. If you are in rural or regional
areas, incorrect information could delay important processes that could severely affect your
client. If you are unsure how to fill out forms or complete documentation, always ask – don’t
guess.

Lesson 5: Types of Workplace Forms

A. Formal Letter

1. Block Letter
The most commonly used format for business letters is the Block format. In this format,
all the parts are aligned left. Block format uses single spacing.

Parts of a Business Letter

1. Date – State the month, date, and year that you wrote the letter.
2. Sender’s name and address – State your name and company address. This part is
sometimes no longer required when writing business lettters.
3. Inside address – State the complete name of the receiver of yur message. If you can, also
include his/her position in the organization. Also add the address of her organization.
5. Salutation – Remember to use a colon ( : ) instead of a comma ( , ) since this is a business
letter.
6. Body Text – State the reason why you are qriting the letter. Do not forget to use a
professional and affirmative note when writing the content of your letter.
7. Closing/”Call to Action” – At the end, mention what your receiver needs to do or how to reach
you should there be follow-up questions.
8. Signature – End your letter with your signature. Use black or blue ink only.

Guidelines in Writing a Business Letter

1. Use a professional tone and save chatty, lengthy, and casual language for email. Business
letters should be professional sounding, yet friendly.
2. Be clear. Be straightforward when writing your letter. Avoid using jargon or words that will not
be understood by your receiver.
3. Organize your information well. Before writing your letter, you can write an outline first to
organize information first.
4. Know your reader. Write the appropriate message for your receiver. If they follow a style
guide or guidelines in their organization, use that format when writing your letter.
5. Do not forget your “call to action”. Do not let your reader hanging at the end. Let them know
what they should do after getting your letter. In addition to that, let them know how they can
reach you should they have follow-up questions.
6. Proofread! Check if there are any errors or information which you forgot to add.
2: Memorandum
A memorandum is a workplace document intended to point out and resolve issues.

1.) At the top of the page, type MEMORANDUM

2.) TO: (Intended receiver)
3.) FROM: (Sender of the memo)
4.) CC: (Carbon Copy/ other secondary receivers)
5.) DATE: (Date the memo is made)
6.) SUBJECT: (The problem that needs to be addressed)
7.) In writing the body, skip the salutation.
8.) Introduce the problem in the first paragraph.
9.) Suggest the needed solutions.
10.) Close the Memo with a warm note such as:
“I am looking forward to your response.”
11.) Sign your name below.
12. ) Use Arial typeface unless your organization has a standard format.

3. Circular
A circular is a formal and official letter addressed to a group of people in the workplace,
a department, or a whole organization.
1.) Letter Indexing. The first line refers to the organizational level and the second line refers to
the specific department a circular is addressed to.
2.) Date
3.) Receivers
4.) Subject: (What the letter is all about)
5.) Body
6.) Sign off with “yours faithfully,”
7. ) Sender’s name and position

4. Notice
Notices are short formal documents that are sent to send urgent or important matters.
What a notice shall contain:
 Name of the issuing workplace or organization
 Date
 Eye-catching header
 Description of the header
 Purpose why it is written
 Other important details

Types of notices:
 Notice of an event
 Lost and Found notice
 Notice about future tours, camps, or fairs

B. Utilizing Electronic Media

1. Social Media
Because of the emergence of the social media, different offices have enforced policies
regarding the proper use of them. Our social media accounts represent us and we represent
our companies. When using the social media, remember some of these basic reminders:
● Stay professional and polite.
● Don’t spread gossip and malicious content.
● Don’t share personal information.
● Adhere to your organization’s social media policy
● When using social media as a workplace communication tool, stay professional
when chatting with others.
● You may talk informally if the conversation permits but never forget to address
people accordingly.
● Double check your messages or posts.

2. E-Mail
Electronic mail (e-mail) is the most commonly used medium of communication in the
workplace especially when you are communicating with people away from you.

Here are some rules when sending e-mails:

1. Always add a subject.

 Your subject should contain what your e-mail is about. Make your subject sound
professional. It should also be clear and concise. Avoid using ALL CAPS as it may look like you
are shouting to the receiver.
2. Know the difference between the BCc and the Cc.
BCc stands for Blind Carbon Copy while Cc stands for Carbon Copy. When you use
the BCc, the email address of those you sent the message to will not be visible to others. On
the other hand, when you use the Cc, the e-mail addresses will be seen by others. Use the
BCc when the recipients do not each other. This will ensure their privacy. You can use the Cc
when the recipients belong to the same workplace.
3. Address the recipient properly.
Know your recipient. Know his/her full name and position. Add salutation.
4. Compose your e-mail as if composing a formal letter.
Take note of your proper capitalization, punctuations, and grammar.
5. Be cautious when replying to all.
Do not click reply to all if your message to a single person is not relevant to others.
6. Check your attachments.
If you have attachments, state it in your message.
Example:
 Attached in this e-mail is…
 Attached herewith...
 Rename the files before attaching it. Avoid sending files with informal
titles.
 Make sure there really is an attachment if you say so.
 If you are sending large files, ask permission first. If the file is directed
to the drive, also state it in your e-mail.

7. Include sign-offs before your name.

Example:
Sincerely,
Respectfully yours,
Regards,

8. Limit your signature to 5-6 lines only.

3. Fax Machine
A facsimile or fax machine is used to send a document electronically to another fax
machine. Fax machines operate on phone network.

To send a document:
 You need to have a fax machine and a working telephone.
 Make sure your machine has ink (toner) and paper.
 Take the document you want to send and place it in the feeder. Make sure it is placed
properly in the correct direction.
 Dial the number you want to send the document to.
 Press send.

In receiving a document:
 Do not answer the phone when a fax document is being sent.
  Set it to automatic if you want to receive a document

4. Text Messaging
Nowadays, Short Message Service (SMS) or text messaging is one of the most used
mediums when doing business transactions. However, it must be utilized with care. Here are
some guidelines should you decide to use text messages to communicate with your
communication sources:

1. Make sure that the message you are sending is appropriate to send via SMS. As much as
possible, it is more appropriate to use email in the workplace. However, SMS can be used for
urgent requests or when you immediately need feedback.
2. Do not send messages after work hours. Do not call a client to remind them of an
appointment during the wee hours of the night—may it be text or call.
3. Keep it short and simple. Also avoid use of abbreviations and emoticons.
4. Use correct grammar and punctuation.
5. Write text messages as if you were writing a formal business letter or email.

CHECK YOUR UNDERSTANDING!

1. A customer requested for a task that is already outside your scope of work. What should you
do?
a.Do the work after office hours.
b.Express your disinterest by notifying your supervisor and asking for further directions.
c.Immediately perform the requested work.
d.Add additional fees for performing the task.
2. How do you differentiate internal sources from external sources?
a.An example of an internal source is trade personnel, while team members are
examples of external sources.
b.Internal sources play the role of a sender in the communication process, while
external sources are the receivers.
c.Internal sources refer to people who are already part of the company, while external
sources are those who are outside your company.
d.Internal sources refer to people who are not part of your company. Meanwhile,
external sources are those who are already part of the organization.
3. It is Mira’s first day at her new work. The following are helpful tips in creating good first
impressions in the workplace. Which of the following should not be done if Mira wants to leave
a good first impression?
a.Gossip to her co-workers about her boss to build rapport with other employees.
b.Maintain eye contact.
 c.Genuinely smile at people.
d.Dress professionally.
4. Joseph’s boss commended him for presenting the company’s annual report using charts and
tables. What principle of communicating with supervisors did Joseph emulate?
a.Scheduling an appointment with a supervisor.
b.Preparing your agenda.
c.Going straight to the point.
d.Showing numbers and visual representations.
5. Mina was assigned to coordinate with trade personnel for their office’s renovation. Mina,
being a strict and restless person, demanded the staff to have the office renovated by next
week even without giving them an initial plan or layout for the renovation. In what workplace
interaction principle did she fail?
a.Be precise with what you want.
b.Ask them what other things they need to prepare in advance.
c.All of the above.
d.Do not be too demanding. Know their limitations.
6. A company wants to announce and congratulate its birthday celebrants for the month of
September. What work-related documents should they use?
a.Circular
b.Announcement
c.Memorandum
d.Notice
7. Before sending a document to the supplier, Joseph makes sure to double check his e-mail
and attached documents first. What guideline did Joseph apply in this scenario?
a.Identify and style guides, rules, or formats
b.Check your information thoroughly
c.Follow organizational policies and procedures.
d.Determine authorizations and permissions
8. Even if your social media accounts belong to your personal life, it is still recommended to be
wary of the things you post online. Why is this so?
a.It is important, so that other people can be aware of how toxic your work is.
b.As an employee, you carry the name of your company too; thus, it is also your
responsibility to protect the company image.
c.The company just wants to be nosy with your personal life.
d.Being wary of your social life gives you fewer blackmailing opportunities from your
officemates.
9. It is a set of rules that describe the standard way to approach a task which is in accordance
with the organization’s policies, procedures, and expectations.
a.Checklist
b.Protocol
c.Policies
d.Organizational Guidelines
10. It is a tool used to send physical documents electronically via a telephone line.
a.Facsimile
b.Social Media
c.Telegram
d.E-Mail