21st Century Skills

Module 1: Participating in Workplace

Communication

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 21st Century Skills
Module 1: Participating in Workplace
Communication

21st Century Skills

Module 1: Participating in
Workplace Communication
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.

Unit 1: Obtaining and Conveying Workplace

Communication
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.

PRETEST
Direction: Read each statements/questions carefully. Choose the letter of the best answer .
1. 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. Archives
b. Files
c. Computer Files
d. Legal Records
2. This refers to any structured collection of data like client records, contact details, may it
be on a manual or computer-based filing system.
a. Information
b. Files
c. Database
d. Filing System
3. It is Mira’s first day at her new work. The following are helpful tips in creating good
impressions in the workplace. Which of the following should not be done if Mira wants to
leave a good first impression?
a. Genuinely smile at people.
b. Gossip to her co-workers about her boss to build rapport with other employees.
c. Dress professionally
d. Maintain eye contact
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?

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a. Scheduling an appointment with a supervisor?

b. Preparing your agenda
c. Showing numbers and visual representations.
d. Going straight to the point.
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. Ask them what other things they need to prepare in advance.
b. Be precise with what you want.
c. Do not be too demanding. Know their limitations.
d. All of the above.
6. A customer requested for a task that is already outside your scope of work. What should
you do?
a. Immediately perform the requested work.
b. Add additional fees for performing the task.
c. Do the work after office hours.
d. Express your disinterest by notifying your supervisor and asking for further directions.
7. This is a short document used to send urgent matters.
a. Memorandum
b. Announcement
c. Notice
d. Circular
8. 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. Memorandum
c. Notice
d. Announcement
9. Martha was not sure how to completely fill up a form to be submitted to the HR. The HR
staff are quite busy that day since they are preparing for a company-wide event, so they
are unable to assist her that time. What should Martha do?
a. Ask a subordinate to accomplish it for you?
b. No longer submit the form since she is unsure how to accomplish it.
c. Turn in an incomplete form.
d. Ask a more experienced co-worker to assist you or refer to company manuals.
10. How do you differentiate internal sources from external sources?
a. Internal sources refer to people who are not part of your company. Meanwhile,
external sources are those who are already part of the organization.
b. Internal sources refer to people who are already part of the company, while external
sources are those who are outside your company.
c. An example of an internal source is trade personnel, while team members are
examples of external sources.
d. Internal sources play the role of a sender in the communication process, while
external sources are the receivers.

11. 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.

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a. Protocol
b. Organizational Guidelines
c. Checklist
d. Policies
12. One of the choices below is not a communication medium. Which is it?
a. Informal medium
b. Formal medium
c. Filing System Medium
d. Written Communication
13. Which of the following are not used in manual filing systems?
a. Paper files
b. Filing cabinets
c. Folders
d. Hard drives
14. When can you use a non-verbal communication medium response?
a. Giving an oral presentation.
b. Telling to a co-worker your recent summer vacation
c. Writing emails to customers
d. Confirming understanding or affirming your workmates by patting them on the back.
15. Which of the following is not a guideline when it comes to completing relevant work-
related documents?
a. Determine authorizations and permissions.
b. Identify rules and formats that apply.
c. Send urgent files without proofreading it.
d. Check your information thoroughly.

Lesson 1: Communication Sources

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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.

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

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

Although they are termed as sources, in a true communication flow, these sources can either
play the role of a sender or a receiver of the message.

Lesson 2: Presenting yourself in the workplace

Topic 1: Presenting yourself – voice

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.

Topic 2: Presenting Yourself - Appearance

Appearance play a major role in communicating effectively. It can boost an employee’s
confidence and it can also represent the image of the organization or the industry where the
employee works for. In addition to that, good appearances can also maintain a good first

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impression; thus, it really is something that should not be overlooked. Here are some tips in
presenting a good physical appearance:

1. Consider the receiver of your message and the situation

 Always consider your audience and make sure that your appearance fit their
expectations. Dress appropriately. Doing so would increase your credibility in delivering
the message.

2. Consider the topic and the purpose

 For example, the more serious your topic or purpose is, the more formal you should
dress. If there is also a set uniform for a specific situation, you should adhere to these
rules.

3. Do not be over the top

 Too much of something is never admirable. For example, too much make-up or extreme
clothing may distract your audience instead of actually paying attention to you.

Besides these guidelines, here are some basic grooming tips that you can apply in the
workplace:

Uniform
o Complete uniform should be:
o Clean and wrinkle free
o Replaced when they are no longer up to standard
o Worn properly
o Shoes and socks/stockings suitable for the job
o No missing button
Name Plate
o Should be worn at all times
o Worn on the left side of the chest
Hair
o Short and well-trimmed for males
o Tied up for females
o Must be natural colored
o With hairnet for females
o Clean and shaven beard for males
Nails
o Short and trimmed
o Nail without polish
o Must be cleaned regularly
Jewelry
o Only simple earrings for females is allowed
o No other jewelry except for wedding ring and wrist watch
Make up
o Excessive make up is not allowed
o No visible tattoos are allowed
Odor
Strong perfumes are not allowed
o
Must use deodorant or antiperspirant daily.
o
Personal hygiene
o Take a bath before going to work
o Brush teeth regularly
o Hands and face must be washed regularly

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Personal belongings
o Personal bags are not allowed in the work areas
o Mobile phones and gadgets are also not allowed in the work areas

Topic 3: Presenting Yourself - Posture

Posture is referred to as how you position your body. It is important in the workplace since it
shows how confident and credible you are in delivering your message. In our previous lessons,
good posture also depicts good nonverbal communication skills.
One must take note that when engaged in face-to-face communication, display an upright stance
and squared shoulders to show confidence.
When doing video calls or online meetings, sit properly. Sit upright on a chair with squared
shoulders as well.

Topic 4: Presenting Yourself - Attitude

Skills and experience are important in the workplace; however, a right attitude builds a team and
makes a person more agreeable in the workplace. A right attitude will make the people around
you be more comfortable in working with you, thus, productivity and efficiency will be inevitable
in the workplace.
Besides the empathetic skills that were discussed in Module 1, here are some attitudes that you
must embody in the workplace:
 Respect for your workmates—may it be your superiors or subordinates
 Enthusiasm in the workplace
 Commitment to the job
 Creative ideas
 Industriousness
 Genuine kindness

Lesson 3: Participating in Workplace Meetings and

Discussions

Topic 1: Participate in Simple Conversation with colleagues

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:

1. Find common interests.

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2. Listen well.
3. Relax.
4. Avoid gossip and controversies.
5. 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:

1. Be genuine.
2. Use appropriate closing remarks.
3. Be clear and direct. Do not be ambiguous.
4. End on a good note.
5. Avoid unnecessary comments.

Topic 2. Respond to Simple Requests

Do not be afraid to ask for clarifications especially when there are things you do not understand.
When you do understand a task, it is important to confirm whether you have received the
message effectively.

Confirm Understanding
You could use short messages or nonverbal language to communicate your understanding to
your supervisor.
Examples of short responses:
 Understood.
 Yes, Sir/Ma’am.
 Noted, Sir/Ma’am.
Nonverbal language to showing understanding of simple requests
1. Thumbs up
2. Okay hand gestures
3. Nodding your head
4. Doing the instruction correctly.

Asking for Repetition and Clarification

There will be times when requests will be quite difficult to understand. However, the challenge is
that people find it hard to clarify questions because they feel shy or they think that they are not
eloquent enough. This topic will aid you in politely and effectively asking for clarification in the
workplace:
Examples:
 Could you please repeat your order, Sir/Ma’am?
 Sorry, I did not catch that. Would you care to repeat?

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 Can we go over again, please?

 I would like to confirm that you would want me to...
 So, I should be...
 What would you like me to do?
Make sure to give yourself time to understand the instruction first. Repeat the instruction to
confirm, and if you still cannot understand the instruction, ask for repetition of the request.

Topic 3: Make simple requests

Polite language is a good form of first impression. Using polite language in the workplace,
especially when requesting something, will make you appear more agreeable in the workplace.
Failing to use polite language when making requests will make you seem rude or demanding.
Using the words, “Please”, “Thank you”, “Will you…”, is helpful in constructing polite statements.
Example:
 May you please give this form to...
 I was wondering if I can have a glass of water, please.
 Thank you so much.
 May I have your name, please?
Do not forget to express your gratitude when people respond to your request. When you fail to
affirm the person by expressing your thanks, it may lead to negative feelings. Saying even a
simple “Thank you” can be uplifting to a person.
How about those who do not respond to your request? There will be times when some people
would not agree or respond to your request. However, the best way to address this is to still
approach them with kindness and professionalism.

Topic 4: Express likes dislikes and interests

Different people have varying opinions, especially in the workplace. You will encounter various
people with different likes, dislikes, and interests. Thus, knowing how to adapt to these kinds of
situations will be helpful in dealing with your co-workers and in avoiding misunderstanding and
confusion.
The present simple past tense is used in order to talk about things you like or things that interest
you. The present simple tense can also be used to express dislike or discomfort toward a certain
person, activity, or situation. Whatever the likes or dislikes of your co-workers may be, it is
important to approach them kindly.

Here are some phrases or expressions that can assist you in expressing your likes, dislikes, and
interests:

Expressing your interest

 I love...
 I like...
 I enjoy...
 I am into...
 I am fond of...

Expressing your disinterest

You can use the negative forms of the verbs you used in expressing your likes in order to show
your dislike. For example:
 I am not into...
 I am not fond of...
 I am tired of...
 Maybe you can improve on this...

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The most crucial part in agreeing or disagreeing is the way you deliver the statement.
Disagreeing should not come off as disagreeable or rude, and expressing likes or interest should
not come off as fake. Be genuine when expressing that you like something, yet be kind when
expressing disinterest.
Topic 5: Giving and receiving constructive feedback
Sandwich Technique

A method known as sandwich technique is also helpful in expressing your criticism or dislike in
the workplace. Basically, the sandwich technique involves three steps:

1. Start with a positive comment.

2. Say the constructive criticism while still using an affirmative tone.
3. End with another positive observation or comment.

This is called the sandwich method because you “sandwich” a criticism between two positive
comments. Using the sandwich method helps in lessening the damage of a negative statement
and the same time, affirming the receiver of his/her efforts.

Scenario: A workmates is too energetic and positive every morning that it distracts other
employees from working. How would you confront this situation?

Using the sandwich method: "Janet, I noticed your bright aura every morning and its just
refreshing since it’s also encouraging to some of us here in the office. However, I heard that it
can somehow be a bit distracting to your other workmates, so let’s try to balance the positive
energy and the interactions between you and your workmates. But it is encouraging Janet.
Some have affirmed you for having an encouraging aura."

Topic 6: Work Meeting Etiquette

Good First Impression
First impressions are important because it can greatly influence how people would be treating
you in the future. If you gave off an aloof impression, people will most likely treat you the same in
future interactions. When you treat people politely and professionally, you will get respect in the
workplace. Here are some tips in making good first impressions:
 Maintain eye contact
 Give a gentle, but firm handshake.
 Genuinely smile at people
 Dress professionally
 Be alert! Avoid falling asleep during meetings.

On treating people
 Learn people’s names. Keep their business cards. Forgetting people’s names will make it
seem like you do not care about the person.
 Do not judge people based on their job position. Treat managers, maintenance staff
members, and administrative support staff the same way.
 Be careful when sharing your personal life with co-workers.
 Respect people’s personal space. Know proxemics. Before getting overly familiar or
comfortable, check whether the other person is comfortable.

E-mail correspondence
 Compose grammatically correct e-mails. This ensures professionalism in the workplace.
 Return calls and e-mails within 24 hours. Do not forget to reply.
 Avoid using CAPS LOCK.

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During Meetings
 Arrive on time.
 Do not judge people.
 Listen well.
 Express your opinions politely.
 Avoid confrontations. There is a time and place to confront someone, and it should never
be done in a meeting. Doing so will be embarrassing for the both of you and can result to
more conflict.

Lesson 4: Communication Stages

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.

Types of Filing Advantages Disadvantages

Manual Filing Filing is less complex Files can be physically
Files cannot be tampered or damaged.
edited illegally 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.
Computer Filing The texts are searchable thus Confidential files can be
the files are easier to access. hacked and accessed by
Cost is cheaper because anyone.
there is no need to buy Accessing files may be
supplies complex especially to those
Files can be edited who do not know how to use
immediately and shared to computers.
people from distant places.

Topic 1: 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.

Topic 2: Computer Filing System

Advantages
 The texts are searchable thus the files are easier to access

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 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.

Topic 3: 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.

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

Legal and Operational Requirements

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

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.

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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 2: Completing Relevant

Work-related documents
Lesson 1: Guidelines in completing relevant work-related
documents

Introduction
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.

Topic 1: Guidelines in Completing Relevant Work-Related

Documents
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

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.

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.

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.

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Topic 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.

Topic 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.

Topic 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.

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.

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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 2: Types of Workplace Forms

Topic 1: Formal Letter

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 your message. If you can,
also include his/her position in the organization. Also add the address of her organization.
4. Salutation – Remember to use a colon ( : ) instead of a comma ( , ) since this is a
business letter.
5. Body Text – State the reason why you are writing the letter. Do not forget to use a
professional and affirmative note when writing the content of your letter.
6. 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.
7. 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.

Topic 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.

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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.
Topic 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

Topic 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

Lesson 3: Utilizing Electronic Media

Topic 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.

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Module 1: Participating in Workplace
Communication

Topic 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.
o 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.
o 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.
o Know your recipient. Know his/her full name and position. Add salutation.
4. Compose your e-mail as if composing a formal letter.
o Take note of your proper capitalization, punctuations, and grammar.
5. Be cautious when replying to all.
o Do not click reply to all if your message to a single person is not relevant to
others.
6. Check your attachments.
o If you have attachments, state it in your message.
Example:
Attached in this e-mail is…
Attached herewith...
o Rename the files before attaching it. Avoid sending files with informal titles.
o Make sure there really is an attachment if you say so.
o 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.

Topic 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.

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 21st Century Skills
Module 1: Participating in Workplace
Communication

· 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
Topic 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.

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