Basic UC1 - Participating in workplace communication

COMPETENCY-BASED LEARNING MATERIAL

Sector:

ELECTRICAL AND ELECTRONICS

Course:

ELECTRICAL INSTALLATION AND MAINTENANCE NC II

Unit of Competency:

PARTICIPATE IN WORKPLACE COMMUNICATION

Module Title:

PARTICIPATING IN WORKPLACE COMMUNICATION

TECHNICAL EDUCATION AND SKILLS
DEVELOPMENT
AUTHORITY

East Service Road, South Superhighway, Taguig City, Metro Manila

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 1 of
90
Assistant Professor II-LMMSAT

HOW TO USE THIS COMPETENCY-BASED LEARNING MODULE

Welcome to the Module Participating in Workplace Communication. This
module contains training materials and activities for you to complete.

The unit of competency Participate in Workplace Communication is one of
the Basic Competencies which contains the knowledge, skills and attitudes required
for all the programs offered by all TESDA-Institutes for NC II qualifications.

You are required to go through a series of learning activities in order to
complete each learning outcome of the module. In each learning outcome there are
Information Sheets, Resource Sheets and Reference Materials for further reading to
help you better understand the required activities. Follow these activities on your
own and answer the self-check at the end of each learning outcome. Get the answer
key from your trainer and check your work honestly. If you have questions, please
don’t hesitate to ask him/her for assistance.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this
module because you have:

● Been working in the same industry for some time.

● Already completed training in this area.

If you can demonstrate to your trainer that you are competent in a particular skill
or skills, talk to him/her about having them formally recognized so you won’t have to
do the same training again. If you have qualifications or Certificates of Competency
from previous trainings, show them to your trainer. If the skills you acquired are still
relevant to this module, they may become part of the evidence you can present for
RPL.

A Trainee Record Book (TRB) is given to you to record important dates, jobs
undertaken and other workplace events that will assist you in providing further details
to your trainer/assessor. A Record of Achievement/Progress Chart is also provided
to your trainer to complete/accomplish once you have completed the module. This
will show your own progress.

This module was prepared to help you achieve the required competency:
Participate in Workplace Communication. This will be the source of information
for you to acquire the knowledge and skills in this particular module with minimum

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 2 of
90
Assistant Professor II-LMMSAT

supervision or help from your trainer. With the aid of this material, you will acquire
the competency independently and at your own pace.

Talk to your trainer and agree on how you will both organize the training of
this unit. Read through the module carefully. It is divided into sections which covers
all the skills and knowledge you need to successfully complete in this module.

Work through all the information sheets and complete the activities in each
section. Do what is asked in the INSTRUCTIONAL SHEETS and complete the
SELF-CHECK. Suggested references are included to supplement the materials
provided in this module.

Most probably, your trainer will also be your supervisor or manager. He/she is
there to support you and show you the correct way to do things. Ask for help.

Your trainer will tell you about the important things you need to consider when
you are completing activities and it is important that you listen and take notes.

Talk to more experienced workmates and ask for their guidance.

Use the self-check questions at the end of each section to test your own
progress.

When you are ready, ask your trainer to watch you perform the activities
outlined in the module.

As you work through the activities, ask for written feedback on your progress.
Your trainer gives feedback/pre-assessment reports for this reason. When you have
successfully completed each element or learning outcome, ask your trainer to mark
on the reports that you are ready for assessment.

When you have completed this module and feel confident that you have had
sufficient practice, your trainer will schedule you for the institutional assessment.
The result of your assessment/evaluation will be recorded in your COMPETENCY
ACHIEVEMENT RECORD.

List of Basic Competencies for NC II Qualifications

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 3 of
90
Assistant Professor II-LMMSAT

No. Unit of Module Title Code

Competency TRS400311210
TRS400311211
Participate in Participating in TRS400311212
TRS400311213
1 Workplace Workplace TRS400311214
TRS400311215
Communication Communication TRS400311216

2 Work in a Team Work in a Team TRS400311217
Environment Environment
TRS400311218
3 Solve/ Address Solve/ Address General
General Workplace Problems
Workplace Problems

Develop Career and Develop Career and

4 Life Life

Decisions Decisions

Contribute to Contribute to

5 Workplace Workplace

Innovation Innovation

6 Present Relevant Present Relevant
Information Information

Practice Occupational Practice Occupational

7 Safety and Health Safety and Health
Policies and Policies and

Procedures Procedures

Exercise Efficient and Exercise Efficient and

8 Effective Sustainable Effective Sustainable

Practices in the Practices in the

Workplace Workplace

Practice Practice
Entrepreneurial
9 Entrepreneurial Skills in the Workplace
Skills in the

Workplace

MODULES OF INSTRUCTION

UNIT OF COMPETENCY: Participate in Workplace Communication

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 4 of
90
Assistant Professor II-LMMSAT

MODULE TITLE: Participating in Workplace Communication
MODULE DESCRIPTOR:
This module contains the knowledge, skills,
NOMINAL DURATION: attitude and motivations required to gather,
interpret, and convey information in response to
workplace requirements.

6 hours

SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/trainees must be able to:

1. Obtain and convey workplace communication;
2. Perform duties following workplace instructions; and
3. Complete relevant work – related documents.

ASSESSMENT CRITERIA:
● Specific and relevant information is accessed from appropriate sources.
● Effective questioning, active listening and speaking skills are used to gather
and convey information.
● Appropriate medium is used to transfer information and ideas.
● Appropriate non-verbal communication is used.
● Appropriate lines of communication with supervisors and colleagues are
identified and followed.
● Defined workplace procedures for the location and storage of information are
used.
● Personal interaction is carried out clearly and concisely.
● Written notices and instructions are read and interpreted in accordance with
organizational guidelines.
● Routine written instructions are followed based on established procedures.
● Feedback is given to the workplace supervisor based on instructions/
information received.
● Workplace interactions are conducted in a courteous manner.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 5 of
90
Assistant Professor II-LMMSAT

● Where necessary, clarifications about routine workplace procedures and
matters concerning conditions of employment are sought and asked from
appropriate sources.

● Meeting outcomes are interpreted and implemented.
● Range of forms relating to conditions of employment are completed accurately

and legibly.
● Workplace data is recorded on standard workplace forms and documents.
● Errors in recording information on forms/ documents are identified and acted

upon.
● Reporting requirements to supervisor are completed according to

organizational guidelines

LEARNING OUTCOME 1
OBTAIN AND CONVEY WORKPLACE INFORMATION

CONTENTS:
1. Communication Definition, Medium, and Barriers
2. Communication Sources

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 6 of
90
Assistant Professor II-LMMSAT

3. Information Sources and Communication Storages

ASSESSMENT CRITERIA:

1. Specific and relevant information is accessed from appropriate sources.

2. Effective questioning, active listening and speaking skills are used to gather
and convey information.

3. Appropriate medium is used to transfer information and ideas.

4. Appropriate non-verbal communication is used.

5. Appropriate lines of communication with supervisors and colleagues are
identified and followed.

6. Defined workplace procedures for the location and storage of information
are used.

7. Personal interaction is carried out clearly and concisely.

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

EQUIPMENT TOOLS AND SUPPLIES & LEARNING
ACCESSORIES MATERIALS MATERIALS
● Projector
● Projector ● White/blackboard ● Notebook ● Books/
references/
screen ● Whiteboard ● Sheets of handouts
● Computer
● Printer markers paper ● Audio-visual
● Chalk ● Pen/pencil materials
● Board Eraser
● Actual ● CBLM

workplace/

simulated

workplace

METHODOLOGIES:

Group Discussion
Lecture
Self-paced learning
Demonstration

ASSESSMENT METHODS:
Oral questioning

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 7 of
90
Assistant Professor II-LMMSAT

Written examination
Observation

LEARNING EXPERIENCES

Learning Outcome 1:

OBTAIN AND CONVEY WORKPLACE INFORMATION

Learning Activities Special Instructions

Read information sheet 1.1-1 on Read and understand the
Communication Definition, Medium information sheet. If you cannot
and Barriers understand its contents, you may ask
assistance from your facilitator.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 8 of
90
Assistant Professor II-LMMSAT

Answer self-check 1.1-1 Compare answers with Answer Key
1.1-1. If you didn’t get a perfect score,
Read information sheet 1.1-2 on re-read Information Sheet 1.1-1 to
Communication Sources answer all questions correctly.
Answer self-check 1.1-2
Read and understand the
Read information sheet 1.1-3 information sheet. If you cannot
Information Sources and understand its contents, you may ask
Communication Storages assistance from your facilitator.
Answer self-check 1.1-3
Compare answers with Answer Key
1.1-2. If you didn’t get a perfect score,
re- read Information Sheet 1.1-2 to
answer all questions correctly.

Read and understand the
information sheet. If you cannot
understand its contents, you may ask
assistance from your facilitator.

Compare answers with Answer Key
1.1-3. If you didn’t get a perfect score,
re-read Information Sheet 1.1-3 to
answer all questions correctly.

Once you are done with these
activities, you may proceed to
Learning Outcome 2.

INFORMATION SHEET 1.1-1
Communication Definition, Medium, and Barriers

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:
1. Identify the different communication barriers; and
2. Evaluate what medium of communication is appropriate to use depending

on a situation given.

COMMUNICATION DEFINED

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 9 of
90
Assistant Professor II-LMMSAT

As defined in the Merriam – Webster Dictionary, communication is defined as a
process by which information is exchanged between individuals through a
communication system of symbols, signs, or behavior.

Therefore, it can be implied that in order for communication to take place, the
following elements must be present:

a. Sender
The sender starts the communication process. S/he generates the message
being conveyed to the receiver.

b. Receiver
The individuals/ groups whom the message was sent to by the sender is
called the receiver. These individuals are the ones who ‘decode’ or give
meaning to the message sent by the sender.

However, the meaning given to a message may vary from one receiver to
another due to the medium of communication used by the sender and due to
the barriers of communication present during the delivery of the message.

c. Message
This refers to the idea/ information generated by the sender which s/he
intends to convey to the receiver.

CATEGORIES AND MEDIUM OF COMMUNICATION

Communication may be categorized into three, each of which have different medium
of transmission. These categories are the following:

a. Verbal/ Spoken Communication

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 10 of
90
Assistant Professor II-LMMSAT

This category is used when the sender transmits his/ her message
through using spoken words/ language.

This may be transmitted through, but is not limited to, the following
medium:

o Face – to – face interaction
o Telephone
o Radio
o Television
o Video conferencing

b. Non – Verbal Communication

As its name implies, this category is relayed without the transmission of
words or spoken language. These are mostly used to supplement the
message being delivered through verbal/ spoken communication.

It may be transmitted to the receiver through the following:
o Body language
o Gestures
o The way a person dresses/ acts

c. Written Communication

This category covers all forms of communication which are transmitted
in the written form.

This may be transmitted through, but is not limited to, the following
medium:
o Letters and e-mails
o Memorandum and Circulars

BARRIERS TO EFFECTIVE COMMUNICATION

The presence of communication barriers may prevent communication from being
transmitted properly or may lead it to carry incorrect meaning due to which
misunderstandings may occur. These barriers may be:

a. Semantic barriers

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 11 of
90
Assistant Professor II-LMMSAT

These pertain to the problems and obstructions in the process of
encoding and decoding of a message into words or impressions.

These usually occur due to use of wrong words, use of jargons,
language differences, and the difficulty in understanding unfamiliar
accents.

b. Psychological barriers

These may be brought about by the state of mind of both sender and
receiver at the time the communication is made. These may also be
triggered by the emotions that either the receiver or the sender
experiences during the delivery of the message.

c. Organizational barriers

These are affected by factors related to the organizational structure,
rules and regulations in the company, authority relationships, etc.

An example of this barrier is the presence of rigid rules, regulations and
cumbersome procedures which prevents personnel from having free
communication.

d. Personal barriers

These barriers are brought about by personal factors and preferences by
both the sender and the receiver.

Examples may be differences in perceptions and points of view,
presence of expectations and prejudices which may lead to false
assumptions or stereotyping, and cultural differences.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 12 of
90
Assistant Professor II-LMMSAT

SELF- CHECK 1.1-1
Communication Definition, Medium, and Barriers

MATCHING TYPE: Classify the medium of communication identified in Column A.
Choose from the categories indicated under Column B. Write the letter of your
choice on the space before each number.

COLUMN A COLUMN B
1. Gestures A. Non – Verbal
2. Memoranda
3. Audio recordings B. Verbal
4. Letters
5. Telephone conversation C. Written
6. Body language
7. E-mail
8. Video conferencing
9. Circulars
10. Face to face interaction

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 13 of
90
Assistant Professor II-LMMSAT

ANSWER KEY 1.1-1
Communication Definition, Medium, and Barriers

1. A
2. C
3. B
4. C
5. B
6. A
7. C
8. A
9. C
10. B

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 14 of
90
Assistant Professor II-LMMSAT

INFORMATION SHEET 1.1-2
Communication Sources

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:
1. Identify different types of communication sources; and
2. Acquire skills needed to communicate to various 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.

Internal Sources

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 15 of
90
Assistant Professor II-LMMSAT

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

(photo from TESDA Online Program)

Communicating with Team Members

Communicating effectively with your team builds a happy and healthy workplace. It
makes the team more efficient and the work easier for everyone. Whether dealing
with agreeable or difficult workmates, here are some tips to ensure effective
communication.

● Take responsibility and be a good example
o As the one who understands, take the responsibility of being the model
of what you want your members to be. Lead your team by setting a
good example.

● Adjust
o Learn how to adjust depending on the personality of your team
members. Understand them by observing both their verbal and
nonverbal cues. Their personalities will affect how they would respond
and communicate.

● Discuss communication issues
o If there are problems in the workplace, talk directly to the ones
involved. Avoid sharing stories to those who are not involved in the
problem. Always talk things out and never let conflicts pass without
talking about it.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 16 of
90
Assistant Professor II-LMMSAT

● Discuss rift among members
o If your team members have personal issues with each other, try to help
in resolving it by listening to everyone’s grievances. Be sincere in
talking to them. Make your team members feel secure in sharing
problems to you. Mediate if you can. Make sure to apply your active
listening and understanding skills.

● Keep a tight agenda
o Always know what to talk about and when to talk about these things.
Do not deviate from your plans. Allot right timing for everything. When
in a meeting, provide your team members a detailed agenda of what
you are going to talk about.

● Ask for questions from others
o Check if things have been clear to everybody. Encourage them to ask
questions and clarify instructions.

Communicating with a Supervisor/Department Head

Communicating with bosses, supervisors, and department heads can be challenging
especially if you feel very inferior to them. However, communicating with them does
not need to feel challenging or intimidating.

Here are some tips to help you communicate with them effectively:

● Go straight to the point. Do not say unnecessary things. Respect their time.
● Show numbers and visual representations. When presenting numbers to your

boss, do not just present them in paragraph forms.
● Schedule your appointment. Do not expect that they are always ready for an

ambush talk. They are busy people and their time is precious.
● Prepare your agenda. Before speaking to your boss, plan what you need to

say. Make a list. This will help you remember all your concerns.

Be solution-focused. When consulting problems, always have a solution in mind.

External Sources

External Sources refer to the people outside your company you communicate with.
This includes:

● Suppliers

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 17 of
90
Assistant Professor II-LMMSAT

● Trade Personnel
● Local Government
● Industry Bodies
● Customers/Guests

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.

(photo from TESDA Online Program)

Communicating with Suppliers

Communicating with your suppliers is as important as communicating with your
customers. It saves you from future problems regarding the services and products
provided to you. Keep in mind that you and your suppliers need each other.

1.) Specify what you want.

If you want a specific part of a chicken, or a specific size of a vegetable, say it to
your suppliers. Order exactly what you want to get.

2.) Avoid jargon

Jargon are words that only you and those in your industry understand. Make sure to
give clear instructions and clarify whether your suppliers understand them. For
example, instead of saying “I need a low-boy” say “I need a refrigerator that can be
put under the counter."

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 18 of
90
Assistant Professor II-LMMSAT

3.) Talk as if they are customers

Just like making sure to have regular customers, it is also important to make sure
you have regular suppliers. Maintain good relationships with them. Talk to them
clearly, concisely, and politely.

4.) Put things in paper

As much as possible, make transactions between you and your suppliers legal. Have
contracts if necessary. Write down your agreements.

5.) Communicate regularly

Once in a while, update your suppliers whether they are still operational or whether
they still have what you need. This will save you from cramming on where to find
other suppliers when they fail.

Communicating with Trade Personnel

Trade personnel are people skilled in a specific task. They provide services.
Maintaining constant communication with them is very important especially when you
depend on their services.

Here are some tips to effectively communicating with trade personnel:

1. Be precise with what you want. Most trade personnel want to know what specific
things they need to do for you.

2. Ask them how much time is needed to complete their tasks.

3. Ask them what other things you need to prepare in advance.

4. Do not be too demanding. Know their limitations.

Communicating with Local Government

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 19 of
90
Assistant Professor II-LMMSAT

(photo captured from Google)

Communicating with the local government, especially regarding legal matters, can be
challenging. You need to go to different stages and offices, and talk to different
people. However, there will be instances wherein you will be obliged to communicate
with them.

Here are some ways on how to communicate to local government.

1. Be present in the different events that the local government is organizing to be
aware of the internal processes that they do.

Example:

● Council annual planning
● Council consultations
● Other proposals

2. Directly talking to officials.

3. Monitoring of Local Government performance

Communicating with Industry Bodies

Communicating with industries and organizations can be both overwhelming and
challenging. Some cannot be tapped immediately. Here are several ways to reach
industry bodies.

1. Reach them through email

Communicating through email gives a more formal appeal than communicating
through phone. However, not all industries respond immediately to emails.

2. Be updated on their newsletters and magazines

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 20 of
90
Assistant Professor II-LMMSAT

Important announcements and development of the industry bodies’ projects are
published through their newsletters and magazines. Knowing these things can be
effective when building rapport with your industry partner.

3. Networking meetings

To talk to them personally, you can attend network meetings. This would be helpful
especially if your concerns are urgent and need face-to-face communication.

Communicating with Customers/Guests

Of course, communicating effectively with your customers is essential in maintaining
the reputation of any business. When employees are polite and are effective
communicators, customers will most likely come back to avail services. In order
to maximize your customer communication skills, here are some points to
remember:

1. Establish a genuine relationship.
2. Listen well.
3. Use easy words, and not jargon when explaining complex topics.
4. Address issues or misunderstanding immediately.

Effective customer communication skills also increase the likelihood of customers
going back to your establishment. Thus, communication is really needed in
increasing trust and reliability of your business or organization. Here are some tips
you can apply in order to keep connected with your customers:

1. Send e-Newsletters or emails informing them of new promos or offers.
2. Give out survey sheets to see their needs and opinions.
3. Use social media platforms to keep your audience informed and updated.

Handling Difficult Customers

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 21 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

Handling difficult situations will be unavoidable when you get to the industry.
However, here are 3As that you should keep in mind should such occurrence occur.
1. Apologize. Immediately say sorry to the persons involved.
2. Attempt to solve the problem.
3. Alert your supervisor.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 22 of
90
Assistant Professor II-LMMSAT

SELF- CHECK 1.1-2
Communication Sources

MULTIPLE CHOICE: Read the following situations and choose the best response
for each scenario.

1. In the office, you happen to hear some bad rumors about a certain workmate.
They ask your opinion if you think the rumor is true. How do you respond to
them?
a. “I’m not sure. Maybe let’s ask what the others think.”
b. “I don’t think we should be talking it behind his back. Let’s just talk to
him directly about this.”
c. “Really! How true is this!?”

2. After a team meeting, all the tasks have been divided among the group. What
do you do before ending a meeting?
a. “….”
b. “Okay. That ends today's meeting.”
c. “Any questions? Clarifications?”

3. After serving for many years in your organization, you came to realize your
salary never changed despite the added workload. You want to talk to your
boss about getting a raise. How do you communicate with your boss?
a. You tell him about how you started off in the company,
accomplishments you have achieved, milestones and several stories in
the workplace. Then you conclude by asking for a raise.
b. You give a brief description justifying how you think you need a raise.
c. You talk about your workload and duties over the years, hoping that the
boss will realize and ask you himself that you deserve a raise.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 23 of
90
Assistant Professor II-LMMSAT

4. You wanted to propose a new idea for a project you are thinking will benefit
the organization. You’ve prepared an outline and a small presentation about

your proposal to your boss. How do you approach him/her?

a. Send an email, asking your boss the best time to propose the idea,

then, wait patiently for a reply.

b. Knock on the office, with a laptop and a few notes. Upon entry, mention

that you are going to present a proposal.
c. Send a letter with attached proposal paper and leave it at your boss’s

desk.

5. Your boss tasked you to urgently request 5 pieces of photocopying machines

from your supplier. You are on the phone with the supplier, what do you tell

him/her?
a. “Can you send a list of available products that you have in my email?
Thanks!”

b. Can we have five units of photocopying machines delivered in the
office within this week? Thank you!”

c. We need a few Xerox machines in the office. Thanks!”

6. In a phone call, your supplier asks you if you want to avail for a new promo

package of office supplies with a large discount. The team gives you the go

signal to take the offer. What else do you ask the supplier?

a. None. Tell them to charge it to the company and have it delivered right

away.

b. Ask for the contract and where you will sign your agreed negotiation.

c. Negotiate for better offers.

7. Your organization hired carpenters as trade personnel to build the office

extension. Your boss asked you to supervise them with whatever they need to

keep track of the efficiency of the extension. How do you think you can ask

them?
a. “May I ask how much time you need to finish the extension?”
b. “Will the extension be finished soon?”
c. “Please have it done by next week since we need more workspace
already. Thank you.”

8. Your boss tells you if you can ask the carpenters if they can install the

electrical wirings as well of the extension they are building. How do you

respond to your boss?
a. “Uhm…okay I will try to ask them even if it is not in their job description,
Madam.”
b. “Madam, I think we should ask an electrician for that matter.”
c. It’s not my job, Madam.”

9. As a manager, it came to your attention how two of your employees make
unnecessary remarks and critiques to each other and the two don’t take

criticisms very well, merely worsening their treatment of each other. How do

you manage them?

a. Let the issues subside. Most likely they will get along in time.

b. Facilitate between the two parties and facilitate conversations.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 24 of
90
Assistant Professor II-LMMSAT

c. Give them warnings on misconduct and unprofessionalism.

10. A colleague asked you to help with her getting familiarized with the local

government unit of the city. She says she would need contracts in the future
for developing local knowledge of the hotel’s services. What advice can you

give her?
a. “There’s a long process. Just give up on coordinating with them.”
b. “For now, you can attend different events of the LGU so you are
familiar with the internal process.”
c. “Maybe you could just ask someone else.”

ANSWER KEY 1.1-2
Communication Sources

1. b. -Problems should be addressed directly if anyone is concerned. Sharing
stories, especially gossip and rumors, should be avoided in the workplace.

2. c. -Questions and clarifications should be addressed and answered as soon
as possible to avoid mishaps and delay in the future.

3. b. -It is always important to get straight to the point and tell him/her what you
need.

4. a. -Your boss, like any other workmate, is a busy person. Respect his/her time
and expect that he/she won’t be available for ambush every time.

5. b. -Specify your needs; the quantity and the specifications if specified. Always
get straight to the point especially since this is an urgent request.

6. b. -It is important to put things in paper because contracts are important to
make sure that transactions and agreements are legal and recorded.

7. a. -Always consult them about their time and do not rush them to not sacrifice
the quality of their tasks. Be considerate and clear.

8. b. -You should know that trade personnel have their own skills fit for a certain
job. You cannot ask people to do all the work just because they are available
already. Instead, in this case, electricians should be outsourced for the job.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 25 of
90
Assistant Professor II-LMMSAT

9. b. -Dialogue is important for any conflicting parties. They should unite with
their differences. And good communication is key to resolving issues within
team members.

10. b. -Understanding the process will be easier in the long run as she continues
familiarizing herself with the process and the people involved.

INFORMATION SHEET 1.1-2
Information Sources and Communication Storages

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:
1. Access relevant information from appropriate sources;
2. Identify different types of communication media and storages; and
3. Compare advantages and disadvantages of different communication

media and storages.

Introduction

With the emerging internet technology, data and information are now just a click
away. However, not all the data and information available can be considered
accurate. The challenge today is knowing who and what sources of data and
information are reliable.

Information Sources

The following documentary sources are considered reliable:
a. Primary Source

● Are created by those who have directly witnessed what they are describing in
the document. This brings us as close to the original event as possible
without being filtered, influenced or analyzed through interpretation.

● Examples: letters, diaries, speeches, interviews, correspondences, court
cases, etc.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 26 of
90
Assistant Professor II-LMMSAT

b. Secondary Source
● This type of source offers extensive and in-depth analysis of primary sources.
It summarizes, evaluates and analytically interprets primary materials by
offering its authors’ personal perspective.
● Examples: textbooks, review articles, theses, dissertations, etc.

c. Tertiary Source
● Presents a summarized factual representation of information, since it is a
distillation and collection of primary and secondary sources.
● Examples: encyclopedia, dictionary, directories, bibliographies, indexes, etc.

Other than the documentary sources mentioned above, there are readily – available
sources of information in the workplace when the information needed is really urgent.
However, one must carefully distinguish who among the personnel in his/ her
organization can accurately supply the information needed. Examples of personnel/
organizations who can be sources of information are team members, supervisors,
department heads, suppliers, trade personnel, local government, and appropriate
industry bodies.

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.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 27 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

Manual Filing System

(photo copied from TESDA Online Program)

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 28 of
90
Assistant Professor II-LMMSAT

● This type of filing system requires a physical place where data and
information are stored and managed. The physical storage may be as simple
as a folder or as extensive as a whole building.

● For its maintenance, this system requires budgetary allotments for storage
space, filing equipment and other administrative expenses.

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.

Computer/Electronic/ Digital Filing System

(photos copied from Google)

● This is a computer-based system for the storage, cataloguing, and retrieval of
documents.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 29 of
90
Assistant Professor II-LMMSAT

● This type reduces storage space requirements and decreases equipment and
labor costs. However, the challenge in using this system is ensuring that the
system/ application being used is secure, reliable, comprehensive, and
complies with the company’s rules and regulations.

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.

Storing Organizational Information

(photo copied from TESDA Online Program)

Information that has been collected and assessed for relevance to the organization’s
activities is usually stored for future use, or passed on to another person for use
within the organization. These records must be stored in their correct place directly
after using them, so that they can easily be located when needed again.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 30 of
90
Assistant Professor II-LMMSAT

Records are often stored for many years, so the storage system needs to keep
records in good condition, secure and accessible. Your organization 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 organization will
have developed policies and procedures relating to storing and disclosing
information, based on privacy legislation and regulations.

Information Storage Protocols

The organization 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
organization’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.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 31 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

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 formalized 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.

SELF- CHECK 1.1-3
Information Sources and Communication Storages

IDENTIFICATION: Identify the term being described in each statement. Write your
answer on the space provided before each number.

__________ 1. This is a document source which presents a summarized factual
representation of information. Encyclopedia, directories, bibliographies can be
classified under this document source.

__________ 2. This type of filing system uses computer – based systems/
applications. It enables companies to reduce storage space requirements and
decrease equipment and labor costs.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 32 of
90
Assistant Professor II-LMMSAT

__________ 3. This source of document is created by persons who directly
witnessed what they are writing about in the document. Letters, diaries, court cases
are some examples of this document source.

__________ 4. This filing system requires a physical space where data and
information can be stored and managed.

__________ 5. This document source offers extensive and in-depth analysis of
primary documents. Textbooks, theses, and dissertations are examples of this
document source.

__________ 6. 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.

__________ 7. These are old documents that are kept in long-term storage. These
documents cannot be destroyed, for legal or other reasons, before a specified date.

__________ 8. For its maintenance, this system requires budgetary allotments for
storage space, filing equipment and other administrative expenses.

__________ 9. The challenge in using this system is ensuring that the system/
application being used is secure, reliable, comprehensive, and complies with the
company’s rules and regulations.

__________ 10. It prescribes the storage of most operational documents, and
particularly personal and case-related documents.

ANSWER KEY 1.1-3
Information Sources and Communication Storages

1. Tertiary source
2. Computer/ Electronic/ digital filing system
3. Primary source
4. Manual filing system
5. Secondary source
6. Database
7. Archives
8. Manual filing system
9. Computer/ Electronic/ digital filing system
10. Legislation or organizational protocol

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 33 of
90
Assistant Professor II-LMMSAT

LEARNING OUTCOME 2
PERFORM DUTIES FOLLOWING WORKPLACE INSTRUCTIONS
CONTENTS:

1. Workplace Etiquette
2. Workplace Interactions
3. Participating in Workplace Meetings and Discussions

ASSESSMENT CRITERIA:

1. Written notices and instructions are read and interpreted in accordance with
organizational guidelines.

2. Routine written instructions are followed based on established procedures.
3. Feedback is given to workplace supervisor based on instructions/

information received

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 34 of
90
Assistant Professor II-LMMSAT

4. Workplace interactions are conducted in a courteous manner.

5. Where necessary, clarifications about routine workplace procedures and
matters concerning conditions of employment are sought and asked from
appropriate sources.

6. Meeting outcomes are interpreted and implemented.

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

EQUIPMENT TOOLS AND SUPPLIES & LEARNING
ACCESSORIES MATERIALS MATERIALS

● Projector ● White/blackboard ● Notebook ● Books/
● Projector references/
● Whiteboard ● Sheets of handouts

screen markers paper ● Audio-visual
● Computer ● Chalk ● Pen/pencil materials
● Printer ● Board Eraser
● Actual ● CBLM

workplace/

simulated

workplace

METHODOLOGIES:

Group Discussion
Lecture
Self-paced learning
Demonstration

ASSESSMENT METHODS:

Oral questioning
Written examination
Observation

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 35 of
90
Assistant Professor II-LMMSAT

LEARNING EXPERIENCES

Learning Outcome 2:

PERFORM DUTIES FOLLOWING WORKPLACE INSTRUCTIONS

Learning Activities Special Instructions

Read information sheet 1.2-1 on Read and understand the
Workplace Etiquette information sheet. If you cannot
understand its contents, you may ask
assistance from your facilitator.

Answer self-check 1.2-1 Compare answers with Answer Key
1.2-1. If you didn’t get a perfect score,

re-read Information Sheet 1.2-1 to

answer all questions correctly.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 36 of
90
Assistant Professor II-LMMSAT

Read information sheet 1.2-2 on Read and understand the
Workplace Interactions information sheet. If you cannot
understand its contents, you may ask
assistance from your facilitator.

Answer self-check 1.2-2 Compare answers with Answer Key
1.2-2. If you didn’t get a perfect score,

re- read Information Sheet 1.2-2 to

answer all questions correctly.

Read information sheet 1.2-3 Read and understand the
Participating in Workplace Meetings information sheet. If you cannot
and Discussions understand its contents, you may ask
assistance from your facilitator.

Answer self-check 1.2-3 Compare answers with Answer Key
1.2-3. If you didn’t get a perfect score,
re-read Information Sheet 1.2-3 to
answer all questions correctly.

Once you are done with these
activities, you may proceed to
Learning Outcome 3.

INFORMATION SHEET 1.2-1
Workplace Etiquette

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:
1. Distinguish between ideal and non-ideal attitude in a workplace; and
2. Demonstrate the ideal workplace etiquette in a specific situation.

WORKPLACE ETIQUETTE DEFINED

Etiquette is described in Collins Dictionary as a set of customs and rules for polite
behavior, especially among a particular class of people or in a particular profession.

Therefore, it can be implied that workplace etiquette can be defined as a set of
unwritten rules that an employee must observe while inside the workplace or while
performing one’s professional duties.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 37 of
90
Assistant Professor II-LMMSAT

COMMON WORKPLACE ETIQUETTE TIPS FOR PROFESSIONALS

In general, workplaces can differ from one another. From dress codes to the
informalities of how people interact with each other, the protocol of the accepted
etiquette will vary both from industry to another industry and also between
companies involved in the same industry themselves.

The following are the most common workplace etiquette regardless on the industry
or company a person is affiliated:

a. Make a good first impression.
● People often form impressions about others within seconds of meeting
them, so it’s important to ensure that a person presents him/herself as
a professional.

b. Avoid gossips.
● How a person treats other people can say a lot about that individual.
One must not make value judgments on people’s importance in the
workplace or speak negatively about them. It is also important to be
thoughtful about how one interacts with his/her supervisors, peers, and
subordinates.

c. Communication is key.

● Communication is an important part of workplace etiquette. Most of the
time, what counts is not what one says, but how it is delivered. For this
reason, it is necessary to be mindful of how one communicates with
his/ her colleagues in official meetings and even in face – to – face
interactions.

d. Understand the work environment.

● The values, policies, and procedures of a workplace can be difficult to
discern at first. Observing the atmosphere and actions of others can
help a person understand what is appropriate and what is not, and how
to best navigate the workplace while maintaining professionalism.

e. Be personable yet professional.

● Getting to know colleagues is a good thing but it is always important to
be respectful of others’ space. If one needs to discuss something with
his/ her colleagues, they must not just walk in his/ her colleague’s
office; one must knock or make his/ her presence known, and always

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 38 of
90
Assistant Professor II-LMMSAT

offer to schedule a meeting for later in the day if a colleague is busy in
the moment.

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 emails. This ensures professionalism in the
workplace.

● Return calls and emails within 24 hours. Do not forget to reply.
● Avoid using CAPS LOCK.

During Meetings

● Arrive on time.
● Do not judge people.
● Listen well.
● Express your opinions politely.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 39 of
90
Assistant Professor II-LMMSAT

● 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 in more conflict.

SELF- CHECK 1.2-1
Workplace Etiquette

TRUE OR FALSE: Identify whether the statements are True of False. On the space
before each number, write T if the statement is true. Otherwise, write F.

_____ 1. Etiquette refers to a set of customs describing inappropriate behavior that
is acceptable among a particular class of people or in a particular profession.

_____ 2. It is important to observe the atmosphere and actions of others in the
workplace in order for a person to understand what is appropriate and what is not in
a workplace.

_____ 3. It is unacceptable to ask questions about work processes to your
colleagues because it is already written in the employees’ handbook and you should
have personally read it upon entry to the company.

_____ 4. Emojis and upper-case letters are acceptable in work emails to let the other
party know how you feel while preparing the document/ communication.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 40 of
90
Assistant Professor II-LMMSAT

_____ 5. It is alright to be personable in the workplace as long as you know your
boundaries and that you remain professional as well.

_____ 6. First impressions are important because it can greatly influence how people
would be treating you in the future.

_____ 7. Be alert! Do not avoid falling asleep during meetings

_____ 8. Learn people’s names. Keep their business cards. Forgetting people’s
names will make it seem like you do not care about the person.

_____ 9. Compose grammatically incorrect emails. This ensures professionalism in
the workplace.

_____ 10. 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 in more conflict.

ANSWER KEY 1.2-1
Workplace Etiquette

1. F
2. T
3. F
4. F
5. T
6. T
7. F
8. T
9. F
10. T

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 41 of
90
Assistant Professor II-LMMSAT

INFORMATION SHEET 1.2-2
Workplace Interactions

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:
1. Understand the different types of interactions present in a workplace;
2. Observe the proper telephone etiquette in handling calls from stakeholders;

and
3. Enhance the utilization of non-verbal communication in interacting with

others.

FORMS OF WORKPLACE INTERACTIONS

It has been discussed in Information Sheet 1.1-2 that there are several medium of
communication which can be utilized for interacting in the workplace.

In this Information Sheet, the different forms of workplace interactions/ medium of
communication will be discussed further.

a. Face-to-face

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 42 of
90
Assistant Professor II-LMMSAT

(photo copied from Google)

It is characterized by the physical presence of two or more
individuals in a particular location at a given time.

Due to the technological advances that occur, the utilization of this
type of interaction is seen to be decreasing since the majority of the
interactions can be done through virtual means.

However, face – to – face interactions can be still considered
advantageous because of the following reasons:

o It can boost efficiency. Instead of spending a whole day emailing
back and forth, a supervisor can simply give all the details to his/
her subordinates. If the subordinates have queries, they can
directly ask the supervisor.

o It may be more effective for people who struggle with written
communication

o It adds a personal touch to interactions.

b. Telephone

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 43 of
90
Assistant Professor II-LMMSAT

(photo copied from shutterstock.com)
This form of workplace interaction uses the telephone as its medium.
The calls made may be external (other companies and clients) or
internal (within the company).
Some telephones (facsimile machines/ fax machines) have the ability
to telefax or the ability to send copies of documents to other telefax
machines.

c. Written

(photo copied from pinterest.com)
This is a more formal type of interaction in the workplace. Written
documents may take the form of electronic mails, letters,
memorandum, instructions, forms, and circulars.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 44 of
90
Assistant Professor II-LMMSAT

A more detailed discussion on how these communications are
prepared shall be discussed in the Information Sheet of the next
Learning Outcome.

d. Non – verbal

(photo copied from iedunote.com)

Similar to the explanation specified in the Information Sheet of the
previous Learning Objective, non-verbal workplace interaction does not
require any spoken word but can convey messages to the other party
through gestures, facial expressions, tone of voice, eye contact, body
language, posture, etc.
TELEPHONE ETIQUETTE

a. Phone etiquette is the way you use manners to represent yourself and
your company to shareholders via telephone communication. Below
are the most commonly practiced telephone etiquette in the workplace:

● Be prepared
o Always have a pen and paper at every telephone.

o Make sure that a list of frequently called numbers and a
telephone directory is placed near the telephones for quick
reference.

● Answer in a professional manner
o Answer the call within three rings

o Use the four answering courtesies:

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 45 of
90
Assistant Professor II-LMMSAT

▪ greeting the caller
▪ stating your company/ department
▪ introducing yourself
▪ offering your help

o Be enthusiastic when you answer

o Be conscious in addressing the callers.
▪ To be safe, it is better to address male callers as Mister
or Sir.
▪ On the other hand, if the caller is a female, Miss or
Ma’am is appropriate.
▪ Often when you ask for the correct form of address the
caller will suggest the use of a first name. The use of the
caller's first name is then acceptable.
▪ Use of a first name may also be acceptable (but not
always) when:
- You have established a good rapport over a good
period of time.
- You have been called by your first name.
- You know the caller, and know s/he is comfortable
with a first name basis.

● Putting a caller on hold
o When placing a caller on hold you should always ask for
permission and then wait for an answer.

o If you have several callers on hold, remember the priority of
each call. If necessary, make notes of who is holding on which
line.

o If you have to put a caller on hold for a longer time than what
you have stated before putting him/ her on hold, get back to him/
her first and inform them that you need to put the call on hold a
little longer and state the current status of their request.

● Take accurate messages
o When a co-worker is absent from the office, explaining his/her
absence and taking accurate messages is important.

o Explanation of absence
▪ It's up to you to create a good image of the person for
whom you are taking calls.
▪ Statements like, "He's out to coffee", or "She hasn't come
in yet" give the wrong impression.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 46 of
90
Assistant Professor II-LMMSAT

▪ Be tactful. Give a report such as "Mr. Anderson is away
from his office. May I take your name and number?".

▪ If possible, offer your assistance to the caller. "Mr.
Anderson is away from the office, may I help you?", or
"Perhaps Mr. Graham can help you, can I connect you
with him?"

o Taking accurate messages
▪ The most important rule to remember when taking a
message is never shorten the message.
Miscommunication is a result of improper message
taking.
▪ A good message should include:
- Whom the message is for
- Caller’s name
- Date and time

● Avoid mouth noises

o Refrain from smoking, eating, chewing gum, or drinking when
taking phone calls.
▪ Remember that the mouthpiece on the telephone is a
microphone.

● Give the caller your undivided attention

o Avoid side conversations while talking on the telephone.
▪ Do not attempt to carry on two conversations at the
same time.

o Keep in mind that speaking on the telephone requires better
articulation than is necessary in face to face conversation

● Give spoken feedback signals
o Feedback signals include the words okay, good, sure, right, I
see, I understand, etc.
▪ Refrain from using just a one-word feedback signal. A
mixture of feedback signals is more recommended.

o Giving spoken feedback signals shows your caller that you are
paying attention. S/he needs feedback because silence can be
frustrating and misunderstood as disinterest.

o It is also a good idea to mirror back the caller's phrases to show
that you are absorbing what he/she is saying.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 47 of
90
Assistant Professor II-LMMSAT

● Leave a good last impression

o Use valuable phrases like the following to close a conversation:
▪ Thank you for calling.
▪ Please call again.
▪ We appreciate your call

TYPES OF NON – VERBAL COMMUNICATION

a. Facial Expressions

▪ These are configurations of different micromotor (small muscle) movements in
the face that are used to infer a person’s discrete emotional state.

▪ Majority of non – verbal communication and behavior can vary dramatically
between cultures however, the facial expressions for happiness, sadness,
anger and fear are similar throughout the world.

b. Gestures
▪ These are movements of the body or limbs that express or emphasize an
idea, sentiment or attitude.

▪ Common gestures include waving, pointing, and using the fingers to indicate
numeric amounts. However, these gestures are arbitrary and may vary
between different cultures.

c. Paralinguistics

▪ These refer to vocal communication that is separate from the actual language.

▪ It may include the tone of voice, loudness, inflection, and pitch.

d. Body Language

▪ Body language is the use of physical behavior, expressions, and mannerisms
to communicate nonverbally, which is often done instinctively rather than
consciously.

▪ This includes your posture, bearing, stance, and the subtle movements you
make.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 48 of
90
Assistant Professor II-LMMSAT

e. Proxemics

▪ It is a theory of non-verbal communication that explains how people perceive
and use space to achieve communication goals.

▪ One of its core concepts is the type of distances people keep:

o Intimate: 0 – 18 inches
o Personal: 18 inches – 4 feet
o Social: 4 – 10 feet
o Public: over 10 feet

f. Eye Gaze

▪ The eyes play an important role in nonverbal communication and such things
as looking, staring and blinking are important nonverbal behaviors and may
convey different messages.

▪ Most of the time, eye gaze is also being utilized to determine if a person is
being honest.

g. Haptics

▪ Refers to a form of non-verbal communication that refers to ways in which
people and animals communicate and interact through the sense of touch.

▪ Touch can be used to convey affection, familiarity, sympathy, and other
emotions. It can also be used to communicate status and power.

h. Appearance

▪ A person’s choice of color, clothing, hairstyles, and other factors affecting
appearance are also considered a means of nonverbal communication.

▪ It can also alter physiological reactions, judgments, and interpretations.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 49 of
90
Assistant Professor II-LMMSAT

SELF- CHECK 1.2-2
Workplace Interactions

MATCHING TYPE: Identify what type of non – verbal communication is being
described in Column A. Match it with the options provided in Column B. Write the
letter corresponding to your answer on the space before each number.

COLUMN A COLUMN B
1. It is a theory of non-verbal communication that A. Appearance
B. Body language
explains how people perceive and use space to
achieve communication goals. C. Eye gaze
2. Refers to a form of non-verbal communication D. Facial expression
that refers to ways in which people and animals
communicate and interact through the sense of E. Gestures
touch.
3. These are movements of the body or limbs that
express or emphasize an idea, sentiment or
attitude.
4. It is the use of physical behavior, expressions,
and mannerisms to communicate nonverbally,
which is often done instinctively rather than
consciously.
5. These refer to vocal communication that is
separate from the actual language.

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
Maintenance NC II JEFORD M. SALAGUBANG Revision No. Page 50 of
90
Assistant Professor II-LMMSAT