CBLM 2023 TECHNICAL DRAFTING NC II - Copy

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 1 of 83 Developed by: Miko Braza Revision # 01 (TECHNICA DRAFTING NC II) COMPETENCY-BASED LEARNING MATERIALS List of Competencies No. Unit of Competency Module Title Code 1. Participate in Workplace Communication Participating in Workplace Communication 400311210 2. Work in a Team Environment Working in a Team Environment 400311211 3. Solve/Address General Workplace Problems Solving/Addressing General Workplace Problems 400311212 4. Develop Career and Life Decisions Developing Career and Life Decisions 400311213 5. Contribute to Workplace Innovation Contributing to Workplace Innovation 400311214 6. Present Relevant Information Presenting Relevant Information 400311215 7. Practice Occupational Safety and Health Policies And Procedures Practicing Occupational Safety and Health Policies And Procedures 400311216 8. Exercise Efficient and Effective Sustainable Practices in the Workplace Exercising Efficient and Effective Sustainable Practices in the Workplace 400311217 9. Practice Entrepreneurial Skills in the Workplace Practicing Entrepreneurial Skills in the Workplace 400311218

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 2 of 83 Developed by: Miko Braza Revision # 01 MODULE CONTENT UNIT OF COMPETENCY: Participate in Workplace Communication MODULE TITLE: Participating in Workplace Communication MODULE DESCRIPTOR: This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. NOMINAL DURATION: 6 Hours LEARNING OUTCOMES: At the end of this module, you 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: 1. Prepared written communication following standard format of the organization 2. Accessed information using workplace communication equipment/systems 3. Made use of relevant terms as an aid to transfer information effectively 4. Conveyed information effectively adopting formal or informal communication

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 3 of 83 Developed by: Miko Braza Revision # 01 LEARNING OUTCOME NO. 1 (Obtain and convey workplace communication) Contents: 1. Organizational Policies, Communication Definition, Medium, and Barriers 2. Communication Sources 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 nonverbal 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 The participants will have access to: 1. Notebook 2. Writing materials 3. Computer with internet connection Assessment Method: 1. Oral evaluation 2. Written examination 3. Observation

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 4 of 83 Developed by: Miko Braza Revision # 01 Learning Experiences Learning Outcome 1 (Obtain and convey workplace communication) Learning Activities Special Instructions 1. Read Information Sheet 1.1-1 on “Organizational Policies, Communication Definition, Medium, and Barriers” • If you have some problem on the content of the information sheet don’t hesitate to approach your facilitator. If you feel that you are knowledgeable on the content of the information sheet, you can now answer self check provided in the module. • Compare your answers to the answer keys. You are required to get all answers correct. If not, read the information sheets again to answer all the questions correctly. 2. Answer Self Check No. 1.1-1 3. Compare with Answer Key 1.1-1 4. Read Information Sheet 1.1-2 on “Communication Sources” 5. Answer Self Check No. 1.1-2 6. Compare with Answer Key 1.1-2 7. Read Information Sheet 1.1-3 on “Information Sources and Communication Storages” 8. Answer Self Check No. 1.1-3 9. Compare with Answer Key 1.1-3

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 5 of 83 Developed by: Miko Braza Revision # 01 Information Sheet 1.1-1 (Organizational Policies, 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. What Are Organizational Policies? Organizational policies are rules and regulations employees must follow to keep business running smoothly. Some are intended to provide guidance and be helpful to employees. Others aim to protect the business from legal risk and warn employees not to do certain things. Policies can cover many areas, including: • Safety • Hours • Dress code • Use of company assets • Activation of employee benefits • Guidelines for turning in paperwork • Harassment • Diversity in hiring • Issuing employee warnings • Filing grievances What are Policies and Procedures? ▪ Policies and procedures go hand-in-hand but are not interchangeable. ▪ A policy is a set of general guidelines that outline the organization’s plan for tackling an issue. Policies communicate the connection between the organization’s vision and values and its day-to-day operations. ▪ A procedure explains a specific action plan for carrying out a policy. Procedures tells employees how to deal with a situation and when.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 6 of 83 Developed by: Miko Braza Revision # 01 ▪ Using policies and procedures together gives employees a well-rounded view of their workplace. They know the type of culture that the organization is striving for, what behavior is expected of them and how to achieve both of these. The Importance of Policies and Procedures ▪ Regardless of your organization’s size, developing formal policies and procedures can make it run much more smoothly and efficiently. They communicate the values and vision of the organization, ensuring employees understand exactly what is expected of them in certain situations. ▪ Because both individual and team responsibilities are clearly documented, there is no need for trial-and-error or micromanaging. Upon reading the workplace policies and procedures, employees should clearly understand how to approach their jobs. ▪ Formal policies and procedures save time and stress when handling HR issues. The absence of written policies results in unnecessary time and effort spent trying to agree on a course of action. With strict guidelines already in place, employees simply have to follow the procedures and managers just have to enforce the policies. ▪ Implementing these documents also improves the way an organization looks from the outside. Formal policies and procedures help to ensure your company complies with relevant regulations. They also demonstrate that organizations are efficient, professional and stable. This can lead to stronger business relationships and a better public reputation. 10 examples of policies and procedures in the workplace As an employee, it's important to comprehend the policies and procedures in your workplace. Understanding the policies and procedures significant to you can have a positive impact on your working life. It lets you know what is expected of you and what rights you have. Here are 10 real examples of workplace policies and procedures: 1. Code of conduct A code of conduct is a common policy found in most businesses. It is a set of rules that companies expect employees to follow. The rules establish the expected behavioral standards for all employees. A code of conduct policy may cover the following: ▪ Attendance and absence ▪ Employee behavior ▪ Company values

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 7 of 83 Developed by: Miko Braza Revision # 01 ▪ Break and mealtime policies ▪ Confidentiality ▪ Use of company property ▪ Use of social media ▪ Plagiarism ▪ Travel policies ▪ Conflicts of interest ▪ Client interaction ▪ Dress code ▪ Reporting misconduct Related reading: 8 Code of Conduct Examples: A Workplace Guide 2. Recruitment policy A recruitment policy outlines how the company hires new people. It outlines the hiring process and aims to promote consistency in the recruitment process. It's an important document for employees to access. It may cover the following things: Internal and external hiring preferences ▪ Equal opportunity and anti-discrimination ▪ Job description and advertisement templates ▪ Selection process and timeframe ▪ How to review resumes and cover letters ▪ The expected amount of short-listed applicants ▪ How to check references ▪ How to select a suitable candidate and offer the job Related reading: Recruitment Process Steps: What Is Involved? 3. Internet and email policy This policy outlines how companies expect employees to use their email accounts and the internet. It helps to save time and promote efficiency. It also sets up procedures to minimize risk, which is especially important for secure networks. An internet and email policy may cover the following things: Internet access rules ▪ Appropriate online usage ▪ Controls on misuse of the internet ▪ Restrictions on web browsing

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 8 of 83 Developed by: Miko Braza Revision # 01 ▪ A security protocol for online data ▪ Download rules ▪ Social networking rules ▪ Work email usage rules ▪ How to frame emails to colleagues ▪ Work email usage at home or outside the office Related reading: How To Write an Email: Your Complete Guide 4. Mobile phone policy A mobile phone policy covers the rules of mobile phone usage in the workplace. It may cover personal mobile phone usage as well as work mobile phones. They provide employees with a comprehensive set of rules about when and how they are allowed to use their mobile phones. This sort of policy is set up to promote productivity and reduce distractions. It may cover the following: ▪ When you can use your personal mobile phone ▪ Where you can keep your personal mobile phone during office hours ▪ Rules surrounding personal phone calls ▪ How to use your work mobile phone ▪ What is and isn't acceptable use for you work mobile phone 5. Smoking policy A smoking policy covers a workplace's rules regarding smoking and tobacco use. Many companies do not allow smoking on their premises. It's important for employees to know where and when they can smoke, if applicable. A smoking policy may cover the following: ▪ Whether smoking is allowed ▪ Designated smoking areas ▪ Smoking breaks ▪ Smoking off-site 6. Drug and alcohol policy This type of policy covers a company's rules regarding drug and alcohol use. It may mention procedures for dealing with rule-breaking. It may also mention the procedure for dealing drug testing. A drug and alcohol policy is usually a strict list of rules that may cover the following: ▪ A company's tolerance to drug and alcohol use ▪ Drug testing rules ▪ Alcohol use rules (i.e., Friday drinks)

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 9 of 83 Developed by: Miko Braza Revision # 01 ▪ Procedure for dealing with intoxicated individuals 7. Health and safety policy This type of policy covers a company's obligations under work health and safety laws. It is an important policy because it establishes how employees are protected. Such a policy may cover the following: ▪ Risk assessment ▪ Employee safety training ▪ First aid information ▪ Equipment maintenance ▪ Safe handling of materials and substances ▪ Supervision rules ▪ Delegation of authority ▪ Accident training ▪ Physical and mental health information ▪ Monitoring hazards ▪ Emergency procedures Related reading: How To Request a Mental Health Day 8. Anti-discrimination and harassment policy An anti-discrimination and harassment policy is important to promote a healthy and positive workplace for all employees. One of the key things to include in this policy is education. Education is one of the best ways to prevent discrimination and harassment. This type of policy may cover the following: ▪ Procedure for employee complaints ▪ Education and training for employees ▪ Provide a clear definition of discrimination and harassment ▪ Guidelines for dealing with discrimination and harassment ▪ How management expects to respond to complaints ▪ Confidentiality information Related reading: 5 Steps To Become a Better Ally at Work 9. Grievance handling policy A grievance handling policy is particularly important for employees. A grievance is a formal complaint made by an employee towards an employer. This policy can outline your rights as an employee and how the company expects to respond to your grievance. The policy can cover the following: ▪ Procedure for submitting a formal grievance

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 10 of 83 Developed by: Miko Braza Revision # 01 ▪ Company policy regarding response ▪ Procedure for investigating the grievance ▪ Time frame ▪ Confidentiality ▪ Possible outcomes ▪ Appeal information 10. Discipline and termination policy A discipline and termination policy establishes how a company may handle employees who don't follow their policies. It demonstrates consequences and possible dismissals. This type of policy is important for employees as it lists their rights in terms of discipline and termination. This policy may cover the following: ▪ Procedure for dealing with incidents that go against company policy ▪ How a company responds to rule breaks ▪ Your rights to appeal discipline ▪ Procedure for an investigation into incidents ▪ Reasons for termination ▪ Pre-termination procedure ▪ How to tell an employee they have been let go ▪ Post-termination procedure COMMUNICATION DEFINED Communication is simply the act of transferring information from one place, person or group to another. Every communication involves (at least) one sender, a message and a recipient. This may sound simple, but communication is actually a very complex subject. The transmission of the message from sender to recipient can be affected by a huge range of things. These include our emotions, the cultural situation, the medium used to communicate, and even our location. The complexity is why good communication skills are considered so desirable by employers around the world: accurate, effective and unambiguous communication is actually extremely hard.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 11 of 83 Developed by: Miko Braza Revision # 01 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 12 of 83 Developed by: Miko Braza Revision # 01 CATEGORIES AND MEDIUM OF COMMUNICATION Communication may be categorized into three, each of which have different medium of transmission. These categories are the following: Verbal/ Spoken Communication • 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: ✓ Face – to – face interaction ✓ Telephone ✓ Radio ✓ Television ✓ Video conferencing 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: ✓ Body language ✓ Gestures ✓ The way a person dresses/ acts 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: ✓ Letters and e-mails ✓ Memorandum and Circulars

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 13 of 83 Developed by: Miko Braza Revision # 01 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 • 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 14 of 83 Developed by: Miko Braza Revision # 01 SELF- CHECK 1.1-1 MATCHING TYPE Direction: 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 B. Verbal 3. Audio recordings C. Written 4. Letters 5. Telephone conversation 6. Body language 7. E-mail 8. Video conferencing 9. Circulars 10. Face to face interaction

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 15 of 83 Developed by: Miko Braza Revision # 01 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. Indeed, communication is a vital part of being a team. However, there are other people, besides your team, you also need to communicate with. These are the appropriate sources. These are the people who communicate relevant information with you, such as requests, commands, and inquiries. These sources are classified as internal and external sources. Internal Sources Internal Sources refer to the people who are already inside or are already part of your company that you communicate with. This includes: ● Team Members ● Supervisor/Department Head

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 16 of 83 Developed by: Miko Braza Revision # 01 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 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 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 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. • Discuss rift among members 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 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 17 of 83 Developed by: Miko Braza Revision # 01 in a meeting, provide your team members a detailed agenda of what you are going to talk about. • Ask for questions from others 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 ● 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 18 of 83 Developed by: Miko Braza Revision # 01 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." 3.) Talk as if they are customers

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 19 of 83 Developed by: Miko Braza Revision # 01 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 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 20 of 83 Developed by: Miko Braza Revision # 01 • 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 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 21 of 83 Developed by: Miko Braza Revision # 01 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 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 22 of 83 Developed by: Miko Braza Revision # 01 SELF- CHECK 1.1-2 MULTIPLE CHOICE Direction: 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. 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 23 of 83 Developed by: Miko Braza Revision # 01 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. c. Give them warnings on misconduct and unprofessionalism.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 24 of 83 Developed by: Miko Braza Revision # 01 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.”

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 25 of 83 Developed by: Miko Braza Revision # 01 Information Sheet 1.1-3 (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. 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. b. Secondary Source

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 26 of 83 Developed by: Miko Braza Revision # 01 • 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 27 of 83 Developed by: Miko Braza Revision # 01 Manual Filing System • 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 • This is a computer-based system for the storage, cataloguing, and retrieval of documents. • 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 28 of 83 Developed by: Miko Braza Revision # 01 ✓ 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 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. 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 29 of 83 Developed by: Miko Braza Revision # 01 confidentiality. Examples of relevant policies include: • Record keeping policy • Access policy for confidential information • Record disposal policy • Confidentiality policy • Privacy policy Legal and Operational Requirements The storage of most operational documents, and particularly personal and case related documents, is prescribed by legislation or organizational protocol. Using Databases A database refers to any structured collection of data, for example, sets of client records saved on a computer, or kept in files or folders in a cabinet, or contact details or records kept on an index card system. Protocols for naming files and storing them in appropriate folders will enable other staff to locate and access the documents they require. Regardless of its physical format, you still need to rely on information being up-todate 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 30 of 83 Developed by: Miko Braza Revision # 01 SELF- CHECK 1.1-3 IDENTIFICATION Direction: 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. __________ 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 31 of 83 Developed by: Miko Braza Revision # 01 ANSWER KEY (Obtain and convey workplace communication) SELF- CHECK 1.1-1 1. A 2. C 3. B 4. C 5. B 6. A 7. C 8. A 9. C 10. B SELF- CHECK 1.1-2 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. 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 32 of 83 Developed by: Miko Braza Revision # 01 SELF- CHECK 1.1-3 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 33 of 83 Developed by: Miko Braza Revision # 01 LEARNING OUTCOME NO. 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 instruction are followed based on established procedures 3. Feedback is given to workplace supervisor-based instructions/ information received 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. Meetings outcomes are interpreted and implemented Conditions The participants will have access to: 1. Telephone 2. Fax Machine 3. Notebook 4. Writing materials 5. Computer with internet connection Assessment Method: 1. Oral evaluation 2. Written examination 3. Observation

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 34 of 83 Developed by: Miko Braza Revision # 01 Learning Experiences Learning Outcome 2 (Perform duties following workplace instructions) Learning Activities Special Instructions 1. Read Information Sheet 1.2-1 on “Workplace Etiquette” • If you have some problem on the content of the information sheet don’t hesitate to approach your facilitator. If you feel that you are knowledgeable on the content of the information sheet, you can now answer self check provided in the module. • Compare your answers to the answer keys. You are required to get all answers correct. If not, read the information sheets again to answer all the questions correctly. 2. Answer Self Check No. 1.2-1 3. Compare with Answer Key 1.2-1 4. Read Information Sheet 1.2-2 on “Workplace Interactions” 5. Answer Self Check No. 1.2-2 6. Compare with Answer Key 1.2-2 7. Read Information Sheet 1.2-3 on “Participating in Workplace Meetings and Discussions” 8. Answer Self Check No. 1.2-3 9. Compare with Answer Key 1.2-3

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 35 of 83 Developed by: Miko Braza Revision # 01 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. 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 36 of 83 Developed by: Miko Braza Revision # 01 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 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 37 of 83 Developed by: Miko Braza Revision # 01 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. • 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 38 of 83 Developed by: Miko Braza Revision # 01 SELF- CHECK 1.2-1 TRUE OR FALSE Direction: 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. _____ 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 39 of 83 Developed by: Miko Braza Revision # 01 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 • 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 40 of 83 Developed by: Miko Braza Revision # 01 • 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 • 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 • 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. • 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 • 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 41 of 83 Developed by: Miko Braza Revision # 01 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: ✓ 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 42 of 83 Developed by: Miko Braza Revision # 01 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. ✓ 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

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 43 of 83 Developed by: Miko Braza Revision # 01 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. ▪ 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 44 of 83 Developed by: Miko Braza Revision # 01 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. 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: ✓ Intimate: 0 – 18 inches ✓ Personal: 18 inches – 4 feet ✓ Social: 4 – 10 feet ✓ Public: over 10 feet

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 45 of 83 Developed by: Miko Braza Revision # 01 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 e motions. 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 46 of 83 Developed by: Miko Braza Revision # 01 SELF- CHECK 1.2-2 MATCHING TYPE Diection: 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 explains how people perceive and use space to achieve communication goals. A. Appearance 2. 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. B. Body language 3. These are movements of the body or limbs that express or emphasize an idea, sentiment or attitude. C. Eye gaze 4. It is the use of physical behavior, expressions, and mannerisms to communicate nonverbally, which is often done instinctively rather than consciously. D. Facial expression 5. These refer to vocal communication that is separate from the actual language. E. Gestures F. Haptics G. Paralinguistics

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 47 of 83 Developed by: Miko Braza Revision # 01 Information Sheet 1.2-3 (Participating 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 Starting Conversations 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!

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 48 of 83 Developed by: Miko Braza Revision # 01 • 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. 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.

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 49 of 83 Developed by: Miko Braza Revision # 01 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?

Technical Drafting NC II Participating in Workplace Communication Date Developed: April 2023 Date Revised: Document No TJAC-TDNCII-01 Issued by: TJAC Page 50 of 83 Developed by: Miko Braza Revision # 01 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. Make Simple Requests Polite language is a good form of first impression. Using polite language in the workplace, especially when requesting something, will make you appear more agreeable in the workplace. Failing to use polite language when making requests will make you seem rude or demanding. Using the words, “Please”, “Thank you”, “Will you…”, is helpful in constructing polite statements. Example: • May you please give this form to... • I was wondering if I can have a glass of water, please. • Thank you so much. • May I have your name, please?