Basic UC1 - Participating in workplace communication

F. Haptics
G. Paralinguistics

ANSWER KEY 1.2-2
Workplace Interactions
1. H
2. F
3. E
4. B
5. G

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 51 of
90
Assistant Professor II-LMMSAT

INFORMATION SHEET 1.2-3
Participate in Workplace Meetings and Discussions

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:
1. Demonstrate the proper starting and closing of conversations;
2. Determine the way to respond to simple request; and
3. Identify the technique in giving and receiving constructive feedback.

Participate in Simple Conversation with Colleagues

(photo copied from TESDA Online Program)

Starting 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 52 of
90
Assistant Professor II-LMMSAT

Starting conversations is not an easy task; however, it is necessary to keep
relationships intact in the workplace. Executing and understanding opening
statements are necessary skills in the workplace. Learning this skill can leave a good
impression on 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.
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.

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 53 of
90
Assistant Professor II-LMMSAT

4. End on a good note.
5. Avoid unnecessary comments.

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?
• 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 instructions first. Repeat the
instruction to confirm, and if you still cannot understand the instruction, ask for
repetition of the request.

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 54 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

Make Simple Requests

(photo copied form TESDA Online Program)

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?
•

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 55 of
90
Assistant Professor II-LMMSAT

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.

Express Likes, Dislikes, and Interests

(photo copied from TESDA Online Program)

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...

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 56 of
90
Assistant Professor II-LMMSAT

• 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...
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.

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.

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 57 of
90
Assistant Professor II-LMMSAT

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 workmate 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 it’s
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."

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 58 of
90
Assistant Professor II-LMMSAT

SELF- CHECK 1.2-3
Participate in Workplace Meetings and Discussions

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. It is important to learn how to properly start and end conversations in the
workplace because these skills can help in leaving a good impression to your co-
workers and to other people you interact with in the workplace.

_____ 2. Clarify, Summarize, Repeat - illustrates the processes involved in asking for
repetition and clarification.

_____ 3 Using impolite language in the workplace, especially when requesting
something, will make you appear more agreeable in the workplace.

_____ 4. 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 not be helpful in dealing with
your co-workers and in avoiding misunderstanding and confusion.

_____ 5. Using the sandwich method helps in lessening the damage of a negative
statement and the same time, affirming the receiver of his/her efforts. This is called
the sandwich method because you “sandwich” a criticism between two positive
comments.

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 59 of
90
Assistant Professor II-LMMSAT

ANSWER KEY 1.2-3
Participate in Workplace Meetings and Discussions

1. T
2. T
3. F
4. F
5. 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 60 of
90
Assistant Professor II-LMMSAT

LEARNING OUTCOME 3
COMPLETE RELEVANT WORK – RELATED DOCUMENTS

CONTENTS:

1. Guidelines in Completing Relevant Work-Related Documents
2. Written Communication
3. Utilizing Electronic Media

ASSESSMENT CRITERIA:

1. Range of forms relating to conditions of employment are completed
accurately and legibly.

2. Workplace data is recorded on standard workplace forms and documents.

3. Errors in recording information on forms/ documents are identified and
acted upon.

4. Reporting requirements to supervisor are completed according to
organizational guidelines.

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

workplace/

simulated

workplace

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 61 of
90
Assistant Professor II-LMMSAT

METHODOLOGIES:

▪ Group Discussion
▪ Lecture
▪ Self-paced learning
▪ Demonstration
▪ Role play

ASSESSMENT METHODS:

▪ Oral questioning
▪ Written examination

▪ Observation

LEARNING EXPERIENCES
Learning Outcome 3:

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 62 of
90
Assistant Professor II-LMMSAT

COMPLETE RELEVANT WORK – RELATED DOCUMENTS

Learning Activities Special Instructions

Read information sheet 1.3-1 on Read and understand the
Guidelines in Completing Relevant information
Work-Related Documents sheet. If you cannot understand its
contents, you may ask assistance
Answer self-check 1.3-1 from
your facilitator.
Compare answers with Answer Key
1.3-1. If you didn’t get a perfect score,
re-read Information Sheet 1.3-1 to
answer all questions correctly.

Read information sheet 1.3-2 on Read and understand the
Written Communication information
sheet. If you cannot understand its
contents, you may ask assistance
from
your facilitator.

Answer self-check 1.3-2 Compare answers with Answer Key
1.3-2. If you didn’t get a perfect score,

re- read Information Sheet 1.3-2 to

answer all questions correctly.

Perform Task Sheet 1.3-2 Use the Performance Criteria
Checklist 1.3-2 to evaluate your own
work. After evaluating your work,
present your work to your trainer for
re- evaluation.

Once you are done with these
activities, you may proceed to next
Unit of Competency (Basic)

INFORMATION SHEET 1.3-1
Guidelines in Completing Relevant Work-Related Documents

Learning Objectives:

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 63 of
90
Assistant Professor II-LMMSAT

After reading this INFORMATION SHEET, you must be able to:
1. Identify different types of workplace forms; and
2. Accomplish relevant work-related forms

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.

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.

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 64 of
90
Assistant Professor II-LMMSAT

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.

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
organization. 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.

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 organizational policy,
which deals with broad issues, roles and functions relating to the specific area, such
as case management, workplace safety or purchasing.

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 65 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

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 organization’s guidelines
or manuals. Procedures you must follow may be similar to the following examples:

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

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

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.

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.

Types of Workplace Forms

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.

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 66 of
90
Assistant Professor II-LMMSAT

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 letters.

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 hang 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.

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 67 of
90
Assistant Professor II-LMMSAT

Letter of Insufficiency in Supply

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 68 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

Memorandum

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 69 of
90
Assistant Professor II-LMMSAT

(photo copied form TESDA Online Program)

A memorandum is a workplace document intended to point out and resolve issues.

1.) At the top of the page, type MEMORANDUM
2.) TO: (Intended receiver)
3.) FROM: (Sender of the memo)
4.) CC: (Carbon Copy/ other secondary receivers)
5.) DATE: (Date the memo is made)
6.) SUBJECT: (The problem that needs to be addressed)
7.) In writing the body, skip the salutation.
8.) Introduce the problem in the first paragraph.
9.) Suggest the needed solutions.
10.) Close the Memo with a warm note such as:

“I am looking forward to your response.”
11.) Sign your name below.
12.) Use Arial typeface unless your organization has a standard format.

Circular

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 70 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

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

Notice

Notices are short formal documents that are sent to send urgent or important
matters.

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 71 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

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

SELF- CHECK 1.3-1
Guidelines in Completing Relevant Work-Related Documents

Multiple Choice: Choose the letter of the correct answer from the given choices.

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 72 of
90
Assistant Professor II-LMMSAT

1. 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. Notice
c. Announcement

2. It is a set of rules that describe the standard way to approach a task which is in
accordance with the organization’s policies, procedures, and expectations.

a. Protocol
b. Organizational Guidelines
c. Checklist

3. It is an office document intended to point out and resolve issues.
a. Circulars
b. Notice
c. Memorandum

4. This can refer to specific guidelines for completing a task in the workplace, such
as filling out and submitting a form.

a. Organizational Policies
b. Administrative protocol
c. Organizational Procedures

5. This is a formal and official letter used to address a group of people in the
workplace, a department, or a whole organization.

a. Notice
b. Circulars
c. Memorandum

6. This is a short document used to send urgent matters.
a. Notice
b. Announcement
c. Memorandum

7. This refers to the most commonly used format when writing business letters.
a. Formal format
b. Simplified format
c. Block format

8. Which of the following is not a guideline when it comes to completing relevant
work-related documents?

a. Determine authorizations and permissions.

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 73 of
90
Assistant Professor II-LMMSAT

b. Check your information thoroughly.
c. Send urgent files without proofreading it.

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 more experienced co-worker to assist you or refer to company
manuals.
b. No longer submit the form since she is unsure how to accomplish it.
c. Turn in an incomplete form.

10. These are some guidelines in writing a Business Letter, except:
a. Use an unprofessional tone and save chatty, lengthy, and casual language
for email. Business letters should be unprofessional sounding, yet friendly.
b. Be clear. Be straightforward when writing your letter. Avoid using jargon or
words that will not be understood by your receiver.
c. Organize your information well. Before writing your letter, you can write an
outline first to organize information first.

.

ANSWER KEY 1.3-1
Guidelines in Completing Relevant Work-Related Documents

1. b
2. a
3. c
4. c
5. b
6. a
7. c

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 74 of
90
Assistant Professor II-LMMSAT

8. c
9. a
10. a

INFORMATION SHEET 1.3-2
Written Communication

Learning Objectives:

After reading this INFORMATION SHEET, you must be able to:

1. Identify the elements of an effective written communication; and
2. Demonstrate competence in constructing a work-related communication
through electronic means.
3. Determine how to utilize electronic media.

WRITTEN 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 75 of
90
Assistant Professor II-LMMSAT

Written communication is characterized by the use of written words to deliver
information.

Anytime a person writes a message that will be sent along for someone else to read
and interpret, they are already using written communication.

A great advantage of written communication is that the message can be referred
back to at a later time, making it the best option for sending a lot of important
information at once.

In the workplace, the most commonly used written communication are
memorandum, letters, circulars, instant messages, fax, and emails.

TYPES OF WRITTEN COMMUNICATION

a. Transactional written communication
▪ The sole purpose of writing a transactional message is to get a response from
the person the message was sent to, or from the person with the best
information.
▪ Since this type of communication’s purpose is getting a response, it would be
best to use an online form of written communication.
▪ Online written communication tools, such as instant messengers, are perfect
for asking a brief question and getting the timeliest response possible.

b. Informational written communication
▪ Informational written communication requires the sender delivering a
message for the receiver’s benefit. Its main purpose is to inform the sender. It
does not require the recipient to respond to the communication received.

c. Instructional written communication
▪ This type of communication gives receivers directions for a specific task. If the
receiver is required to take action, it is important to make these messages
detailed and easy to understand.

ELEMENTS OF AN EFFECTIVE WRITTEN COMMUNICATION

Below are the elements that make up an effectively written document/
communication:

a. Clarity

Participating in Workplace Date Developed: Document No.
Communication July 27 – Aug. 20, 2020
Issued by: TESDA
Electrical Installation and Developed by:
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Assistant Professor II-LMMSAT

▪ Clarity helps your reader understand what you are saying or, at least,
understand enough to know what questions they need to ask for further
clarification.

▪ It can be achieved through writing in simple language and sticking to
concrete, specific information.

b. Conciseness
▪ This refers to the process of writing where one gets to his/her point quickly
and efficiently.
▪ To achieve this, one must only include the details that are necessary to
communicate his/her point.

c. Tone
▪ Tone refers to the “voice” of your writing.
▪ In business writing, the tone should be one of professionalism blended with
varying degrees of formality and friendliness

d. Grammar and punctuation
▪ The use of proper grammar and punctuation are important to ensure that the
point you want to convey is getting across.

TIPS TO ENHANCE WRITING SKILLS

a. Know your goal before writing

▪ Having a clear goal in mind keeps your writing focused and clear. Lead with
the key point and follow up with the details needed to understand it.

▪ Organizing your message in this way gets the point across in a way that even
readers who might skim through it will understand.

b. Include only the need-to-know details

▪ After you’ve written your first draft, read through it and ask the following three
questions of every single sentence:
o Is the message clear and concrete?
o Is this detail necessary for the readers to understand the goal of the
message?
o Is this written as simply and as directly as possible?

c. Make use of outlines

▪ For longer texts such as a report, take the time to write out an outline to
organize your thoughts and determine the best way to organize the
information. Outlines can be invaluable resources as you write, because they
ensure that you make every necessary point in a logical order.

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 77 of
90
Assistant Professor II-LMMSAT

d. Keep it professional
▪ Regardless of who the recipient is, the safest approach in writing
communications is to assume that it could be shared to different audiences.
For this reason, it should always be written in a professional manner.

e. Edit thoroughly
▪ Read through everything two or three times. Besides proofreading for basic
grammar and spelling, pay attention to how it sounds. Ask basic questions
about the clarity and efficiency of what you have written.

Utilizing Electronic Media

Social Media

(photo copied from TESDA Online Program)

Because of the emergence of 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.

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 78 of
90
Assistant Professor II-LMMSAT

E-Mail

(photo copied from TESDA Online Program)

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

Here are some rules when sending e-mails:

1. Always add a subject.

▪ Your subject should contain what your e-mail is about. Make your subject
sound professional. It should also be clear and concise. Avoid using ALL
CAPS as it may look like you are shouting to the receiver.

2. Know the difference between the BCc and the Cc.

▪ BCc stands for Blind Carbon Copy while Cc stands for Carbon Copy. When
you use the BCc, the email address of those you sent the message to will not
be visible to others. On the other hand, when you use the Cc, the e-mail
addresses will be seen by others. Use the BCc when the recipients do not
each other. This will ensure their privacy. You can use the Cc when the
recipients belong to the same workplace.

3. Address the recipient properly.

▪ Know your recipient. Know his/her full name and position. Add salutation.

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 79 of
90
Assistant Professor II-LMMSAT

4. Compose your e-mail as if composing a formal letter.
▪ Take note of your proper capitalization, punctuations, and grammar.

5. Be cautious when replying to all.
▪ Do not click reply to all if your message to a single person is not relevant to
others.

6. Check your attachments.
▪ If you have attachments, state it in your message.

Example:
Attached in this e-mail is…

Attached herewith...
▪ Rename the files before attaching it. Avoid sending files with informal titles.
▪ Make sure there really is an attachment if you say so.
▪ If you are sending large files, ask permission first. If the file is directed to the
drive, also state it in your e-mail.

7. Include sign-offs before your name.

Example:
▪ Sincerely,
▪ Respectfully yours,
▪ Regards,

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

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 80 of
90
Assistant Professor II-LMMSAT

(photo copied from TESDA Online Program)

Fax Machine

(photo copied from TESDA Online Program)

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

To send a document:

▪ You need to have a fax machine and a working telephone.
▪ Make sure your machine has ink (toner) and paper.
▪ Take the document you want to send and place it in the feeder. Make sure it

is placed properly in the correct direction.

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 81 of
90
Assistant Professor II-LMMSAT

▪ 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

Text Messaging

(photo copied from TESDA Online Program)

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.

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 82 of
90
Assistant Professor II-LMMSAT

SELF- CHECK 1.3-2
Written Communication

Test I.
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. An instant message is considered a written communication.

_____ 2. Conciseness can be achieved through writing in simple language and
sticking to concrete, specific information.

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 83 of
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Assistant Professor II-LMMSAT

_____ 3. The sole purpose of writing a transactional message is to get a response
from the person the message was sent to, or from the person with the best
information.

_____ 4. Informational written communication requires the sender delivering a
message for the receiver’s benefit.

_____ 5. Clarity is the process of writing where one gets to his/ her point quickly and
efficiently.

Test II.
Multiple Choice: Choose the letter of the correct answer from the given choices.
1. It is a tool used to send physical documents electronically via a telephone line.

a. E-mail
b. Telegram
c. Facsimile

2. What is the difference between Blind Carbon Copy (BCc) and Carbon Copy (Cc)?
a. BCc is used when you want to announce to everybody that they are getting
a copy of the e-mail or the message.
b. When using BCc, the email address of those you sent the message will not
be visible to others. Meanwhile, all e-mail addresses will be seen when
using Cc.
c. There is no difference between BCc and Cc and they can be used in the
same manner.

3. Which of the following is not a guideline when it comes to utilizing social media?
a. Adhere to the organization’s social media policy.
b. Stay professional and polite.
c. Post every detail of your life on social media, so that everyone is aware.

4. Your boss tasked you to gather the company’s opinion if it is already time to
replace the old printer. You are tasked to give out survey forms to your
colleagues. In what form should you distribute these survey sheets?
a. Post it on Facebook – Post a status on Facebook and tag all the
employees in your company.
b. Fax Message – Send out individual fax messages to each employee via
fax machine.
c. E-Mail – Send out the survey sheets via e-mail and let them send
feedback through e-mail too.

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 84 of
90
Assistant Professor II-LMMSAT

5. What does SMS means?
a. Short Message Service
b. Social Media Servicing
c. Small Medium Size

ANSWER KEY 1.3-2
Written Communication

TEST I.

1. T
2. F
3. T
4. T
5. F

TEST II.

1. c
2. b
3. c
4. c

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 85 of
90
Assistant Professor II-LMMSAT

5. a

Title: TASK SHEET 1.3-2
Performance Objective:
Composing an E-mail
Given the necessary tools, materials and equipment,
you should be able to compose an e-mail following
accepted standards within 30 minutes.

Supplies/Materials: 3 sample quotation documents

Equipment: laptop with internet connection
printer with ink

Steps/Procedure:

1. Observe safety and proper sanitation.
2. Prepare the necessary tools, equipment and materials.
3. Follow the steps/procedures below:

A. Read and analyze the given situation below:
SITUATION: Recently, your company disseminated information that it is

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 86 of
90
Assistant Professor II-LMMSAT

looking for suppliers for 40 units of laptop computers. Three companies
sent their quotations through e-mail. Your supervisor requested you to
reply to the company with the lowest quotation and inform them that your
company would like to meet their representative on the afternoon of 20
August 2020. A communication letter signed by the Director of your
company is ready for attachment in the e-mail that you will be
composing.
B. Identify the e-mail addresses of the appropriate persons who should
be included in the recipient list.
C. Identify an appropriate subject for the e-mail.
D. Compose a message containing the required information to convey
the message to its recipient.
E. Attach the scanned communication letter from your company.
F. Perform spelling and grammar check prior to sending the e-mail.
G. Click Send.
4. Clean the area and return the tools/materials to its designated place.

Assessment Methods:
▪ Demonstration

PERFORMANCE CRITERIA CHECKLIST 1.3-2
Composing an E-mail

Trainees Name: ___________________ Date: _______________

CRITERIA YES NO

Did you…

Observe safety and proper sanitation?

Prepare the necessary tools, equipment and materials?

Read and analyze the situation?

Identify the e-mail addresses of the appropriate persons

who should be included in the recipient list?

Identify an appropriate subject for the e-mail?

Compose a message containing the required information to

convey the message to its recipient?

Attach the scanned communication letter from your

company?

Perform spelling and grammar check prior to sending the

email?

Click Send?

Clean the area and return the tools/materials to its

designated place?

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 87 of
90
Assistant Professor II-LMMSAT

Finish the task within the allotted time?
For satisfactory achievement, all items should receive a yes response.
Comment/s:

JEFORD M. SALAGUBANG
Name and Signature of Trainer

REFERENCES

5 Workplace Etiquette Tips Every Professional Should Know. (2020). Retrieved from
Columbia University Center for Career Education:

https://www.careereducation.columbia.edu/resources/5-workplace-
etiquettetips-every-professional-should-know#gsc.tab=0

A Dictionary of Computing. (2019). electronic filing. Retrieved from enyclopedia.com:
https://www.encyclopedia.com/computing/dictionaries-thesauruses-
picturesand-press-releases/electronic-filing

Cherry, K. (2020, January 11). Types of Nonverbal Communication. Retrieved from
Very Well Mind: https://www.verywellmind.com/types-of-
nonverbalcommunication-2795397

Communication Studies. (2020). Retrieved from Wordpress:
https://www.communicationstudies.com/communication-theories/proxemics

Definition of Etiquette. (2020). Retrieved from Collins:
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Harley, J. M. (2016). Emotions, Technology, Design, and Learning. Retrieved from

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 88 of
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Assistant Professor II-LMMSAT

ScienceDirect: https://www.sciencedirect.com/topics/psychology/facialexpression

Information Literacy: 12. Primary & Secondary Sources. (2020, May 4). Retrieved
from Willamette University: https://libguides.willamette.edu/information-literacy

Juneja, P. (n.d.). Employee Etiquette - Codes of Conduct necessary for an Individual
at Work. Retrieved from Management Study Guide:
https://www.managementstudyguide.com/employee-etiquette.htm

Lohrey, J. (2019, January 25). The Importance of Information Storage & Retrieval
Systems in an Organization. Retrieved from Chron:
https://smallbusiness.chron.com/importance-information-storage-retrievalsystems-
organization-75891.html

Merriam-Webster, I. (2020). Merriam - Webster. Retrieved from
https://www.merriamwebster.com/dictionary/communication
Nordquist, R. (2020, February 11). Retrieved from ThoughtCo.:
https://www.thoughtco.com/what-is-communication-1689877

Novak, M. C. (2019, March 25). Essential Skills for Written Communication.
Retrieved from G2 Learning Hub: https://learn.g2.com/written-communication

Richinick, M. (2020, April 17). WORKPLACE ETIQUETTE: 21 DOS AND DON’TS
OF THE WORKPLACE. Retrieved from Northeastern University Graduate
Programs: https://www.northeastern.edu/graduate/blog/workplace-etiquette/

Segal, J., Smith, M., Robinson, L., & Boose, G. (2019, June). Nonverbal
Communication. Retrieved from Help Guide:
https://www.helpguide.org/articles/relationships-
communication/nonverbalcommunication.htm

SkillsYouNeed.com. (2020). Retrieved from
https://www.skillsyouneed.com/learn/sourcesinfo.html#:~:text=There%20are%2C%2
0however%2C%20many%20other,(ma
n%2Dmade%20objects).
SkillsYouNeed.com. (2020). What is Communication. Retrieved from Skills You
Need:
https://www.skillsyouneed.com/ips/what-is-communication.html

Telephone Etiquette. (2020). Retrieved from Bloomsburg University:
https://intranet.bloomu.edu/technology/phone/etiquette

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 89 of
90
Assistant Professor II-LMMSAT

toppr. (2020). Retrieved from
https://www.toppr.com/guides/businessstudies/directing/communication/

Written Communication Skills: Definitions and Examples. (2020, February 14).
Retrieved from Indeed: https://www.indeed.com/career-
advice/careerdevelopment/written-communication-skills#2

TESDA Online Program: 21st Century Skills (Participating in Workplace
Communication) : https://www.e-tesda.gov.ph/course/view.php?id=56

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 90 of
90
Assistant Professor II-LMMSAT