None

1. BASIC COMPETENCIES:
Units of Competency Module Title Code
1. Participate in workplace
communication
1.1 Participating in workplace communication 500311105
2. Work in a team environment 2.1 Working in a team environment 500311106
3. Practice career
professionalism
3.1 Practicing career professionalism 500311107
4. Practice occupational health
and safety procedures
4.1 Practicing occupational health and safety
procedure
500311108
MODULE CONTENT
UNIT OF COMPETENCY : PARTICIPATE WORKPLACE COMMUNICATION
MODULE TITLE : PARTICIPATING WORKPLACE COMMUNICATION
MODULE DESCRIPTION : This unit covers the knowledge, skills and
attitudes required to gather, interpret and convey
information in response to workplace requirements.
NOMINAL DURATION : 4 hours
QUALIFICATION LEVEL : NC II
SUMMARY OF LEARNING OUTCOMES
Upon completion of this module, the trainee/student must be able to:
LO1. Obtain and Convey Workplace Communication
LO2. Speak English at a basic operational level
LO3. Participate in workplace meetings and discussions
LO4. Complete relevant work-related Document

2. LEARNING OUTCOME SUMMARY NUMBER 1.1.1
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1. Specific 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.
2. Appropriate non-verbal communication is used.
3. Appropriate lines of communication with superiors and colleagues
are identified and followed.
4. Defined workplace procedures for the location and storage of
information are used.
5. Personal interaction is carried out clearly and concisely.
CONTENTS:
• Effective communication
• Different modes of communication
• Written communication
• Medium of communication
METHODOLOGIES:
• Lecture
• Group discussion
• Interaction
• Reportorial
ASSESSMENT METHODS:
• Written test
• Interview

3. INFORMATION SHEET NUMBER 1.1.1
EFFECTIVE COMMUNICATION
COMMUNICATION SKILLS
Every individual communicates with one another through words, body
movements and through many other forms. Communication is a reciprocal
process through which we exchange, create and shared meanings. It offers
opportunities to know other people.
Communications plays vital role for an employee to know, understand and
intervene with clients/customers. It is a process, which needs interpretation,
sensitivity, imagination, and active participation. Good communication skills
establish and maintain a good and harmonious relationship with others.
Effective Communication
Communication is the process of exchanging information and ideas. There are
many means of communication. To be an effective and valuable member of
your workplace it is important that you become skilled in all of the different
methods of communication that are appropriate. This website looks at different
types of communication and associated technology, but before that it is
important to understand the communication process.
The Communication Process for communication to occur it must pass from a
sender to a receiver. This must occur irrespective of the form of
communication. For communication to be effective it must be understood by

4. the receiver and be able to be responded to. This means that total
communication involves speaking, reading, listening, and reasoning skills. As
communications pass from the source to the receiver there is plenty of
opportunity for its original meaning to change or alter.
Therefore listening, reasoning and feedback is an important part of the process
as it is an opportunity for the sender to make sure the receiver has understood
the message. The other consideration is the “noise” associated with the
communication – what else is happening, what are the distractions, the
baggage etc. Noise can have a big impact on the message the receiver decodes.
STOPPING YOU FROM COMMUNICATING EFFECTIVELY?
Stress and out-of-control emotion. When you’re stressed or emotionally
overwhelmed, you’re more likely to misread other people, send confusing or off-
putting nonverbal signals, and lapse into unhealthy knee-jerk patterns of
behavior. To avoid conflict and misunderstandings, you can learn how to
quickly calm down before continuing a conversation.
Lack of focus. You can’t communicate effectively when you’re multitasking. If
you’re checking your phone, planning what you’re going to say next, or
daydreaming, you’re almost certain to miss nonverbal cues in the conversation.
To communicate effectively, you need to avoid distractions and stay focused.
Inconsistent body language. Nonverbal communication should reinforce what
is being said, not contradict it. If you say one thing, but your body language
says something else, your listener will likely feel that you’re being dishonest.
For example, you can’t say “yes” while shaking your head no.
Negative body language. If you disagree with or dislike what’s being said, you
might use negative body language to rebuff the other person’s message, such
as crossing your arms, avoiding eye contact, or tapping your feet. You don’t
have to agree with, or even like what’s being said, but to communicate
effectively and not put the other person on the defensive, it’s important to avoid
sending negative signals.

5. BECOMING AN ENGAGED LISTENER
Focus fully on the speaker. You can’t listen in an engaged way if you’re
constantly checking your phone or thinking about something else. You need to
stay focused on the moment-to-moment experience in order to pick up the
subtle nuances and important nonverbal cues in a conversation. If you find it
hard to concentrate on some speakers, try repeating their words over in your
head—it’ll reinforce their message and help you stay focused.
Favor your right ear. As strange as it sounds, the left side of the brain
contains the primary processing centers for both speech comprehension and
emotions. Since the left side of the brain is connected to the right side of the
body, favoring your right ear can help you better detect the emotional nuances
of what someone is saying.
Avoid interrupting or trying to redirect the conversation to your
concerns. By saying something like, “If you think that’s bad, let me tell you
what happened to me.” Listening is not the same as waiting for your turn to
talk. You can’t concentrate on what someone’s saying if you’re forming what
you’re going to say next. Often, the speaker can read your facial expressions
and know that your mind’s elsewhere.
Show your interest in what’s being said. Nod occasionally, smile at the
person, and make sure your posture is open and inviting. Encourage the
speaker to continue with small verbal comments like “yes” or “uh huh.”
Try to set aside judgment. In order to communicate effectively with someone,
you don’t have to like them or agree with their ideas, values, or opinions.
However, you do need to set aside your judgment and withhold blame and
criticism in order to fully understand them. The most difficult communication,
when successfully executed, can often lead to an unlikely connection with
someone.
Provide feedback. If there seems to be a disconnect, reflect what has been said
by paraphrasing. “What I’m hearing is,” or “Sounds like you are saying,” are
great ways to reflect back. Don’t simply repeat what the speaker has said
verbatim, though—you’ll sound insincere or unintelligent. Instead, express
what the speaker’s words mean to you. Ask questions to clarify certain points:
“What do you mean when you say…” or “Is this what you mean?”

6. INFORMATION SHEET NUMBER 1.1.2
DIFFERENT MODES OF COMMUNICATION
Modes of Communication:
1. VERBAL COMMUNICATION – use of words (spoken/written).
2. NON-VERBAL COMMUNICATION – uses all forms of communication
except words.
Sounds – laughing, crying, sighing and moaning
Body language – mannerisms and gestures
(Appearance, facial expressions, eye contact, posture,
movement and touch)
A. VERBAL COMMUNICATION
➢ Largely conscious, because people choose the words they use.
➢ Words used vary among individuals according to culture,
socioeconomic background, age and education.
➢ Wide variety of feelings can be conveyed when talking.
➢ Intonation of the voice can express animation, enthusiasm, sadness,
annoyance or amusement.
Ex. Intonation heard when people say “hello” or “good morning.”
➢ Monotonous rhythms or very rapid rhythms can be products of lack
of energy or interest, anxiety or fear.
B. NON-VERBAL COMMUNICATION
➢ Is made up of messages transmitted by our facial expressions and
the way we move. Our body language and our attitude are important
when we are communicating with guests.
➢ Called body language.
➢ It includes gestures, body movements, and physical appearance,
including adornment
➢ Majority of communication is nonverbal.
➢ Often tells others more about what is actually said, because
nonverbal behavior is controlled less consciously than verbal
behavior.
You should:
• Always make eye contact with the guest and smile
• Use a pleasant tone of voice

7. • Use hand gestures that accord with what you say
• Maintain a distance that shows that you are listening
attentively to the guest without being too close or too far away.
Communication comes in many forms:
• Verbal (sounds, language, and tone of voice)
• Aural (listening and hearing)
• Non-verbal (facial expressions, body language, and posture)
• Written (journals, emails, blogs, and text messages)
• visual (signs, symbols, and pictures) It is important to develop a variety of
skills for both communicating TO others and learning how to interpret the
information received FROM others. Knowing our audience and understanding
how they need to receive information is equally important as knowing
ourselves. To an employer, good communication skills are essential.
In fact, employers consistently rank good communication skills at the top of
the list for potential employees. During an interview, for example, employers
are impressed by a job candidate who answers questions with more than one-
word answers (such as yeah…nah…dunno), demonstrates that he or she is
listening, and shares information and ideas (by asking questions for
clarification and/or follow-up).
The interview can be an indication to employers of how the candidate or
employee will interact with supervisors, co-workers, and customers or resolve
conflicts when they arise. Remember, non-verbal communication is also critical
in an interview. Employers expect good eye contact, good posture, and “active”
listening
VERBAL
NON-VERBAL COMMUNICATION

8. Non-verbal communication includes pitch, speed, tone and volume of voice,
gestures and facial expressions, body posture, stance, and proximity to the
listener, eye movements and contact, and dress and appearance.
How Are You Communicating to Your
Team?
Communication involves the imparting or interchanging thoughts, opinions, or
information among people by speech, writing, or signs. People communicate in
different ways. How effective is your communication style? Are you giving away
thoughts you don't mean to?
Verbal
Verbal communication entails the use of words in
delivering the intended message. The two major forms
of verbal communication include written and oral
communication.
Written communication includes traditional pen and
paper letters and documents, typed electronic
documents, e-mails, text chats, SMS and anything else conveyed through
written symbols such as language. This type of communication is
indispensable for formal business communications and issuing legal
instructions.
Communication forms that predominantly use written communication include
handbooks, brochures, contracts, memos, press releases, formal business
proposals, and the like. The effectiveness of written communication depends on
the writing style, grammar, vocabulary, and clarity
Oral Communication

9. The other form of verbal communication is the spoken word, either face-to-face
or through phone, voice chat, video conferencing or any other medium. Various
forms of informal communications such as the grapevine or informal rumor
mill, and formal communications such as lectures, conferences are forms of
oral communication. Oral communication finds use in discussions and causal
and informal conversations. The effectiveness of oral conversations depends on
the clarity of speech, voice modulation, pitch, volume, speed, and even non-
verbal communications such as body language and visual cues.
Verbal communication makes the process of conveying thoughts easier and
faster, and it remains the most successful form of communication. Yet, this
makes up only seven percent of all human communication!
Nonverbal Communication
Nonverbal communication entails communicating by sending and receiving
wordless messages. These messages usually reinforce verbal communication,
but they can also convey thoughts and feelings on their own.
Physical nonverbal communication, or body language, includes facial
expressions, eye contact, body posture, gestures such as a wave, pointed finger
and the like, overall body movements, tone of voice, touch, and others.
Facial expressions are the most common among all nonverbal
communication. For instance, a smile or a frown conveys distinct emotions
hard to express through verbal communication. Research estimates that body
language, including facial expressions, account for 55 percent of all
communication.
Paralanguage
The way something is said, rather than what is actually said, is an important
component of nonverbal communication. This includes voice quality,
intonation, pitch, stress, emotion, tone, and style of speaking, and
communicates approval, interest or the lack of it. Research estimates that tone
of the voice accounts for 38 percent of all communications.
Other forms of nonverbal communication usually communicate one’s
personality. These include:
➢ Aesthetic communication or creative expressions such as dancing, painting,
and the like.
➢ Appearance or the style of dressing and grooming, which communicates

10. one’s personality.
➢ Space language such as paintings and landscapes communicate social
status and taste.
➢ Symbols such as religious, status, or ego-building symbols.
Visual Communication
A third type of communication is visual communication through visual aids
such as signs, typography, drawing, graphic design, illustration, color and
other electronic resources.
Visual communication with graphs and charts usually reinforces written
communication, and can in many case replace written communication
altogether. As the adage goes “a picture is worth a thousand words," such
visual communication is more powerful than verbal and nonverbal
communication on many occasions. Technological developments have made
expressing visual communications much easier than before.
A good understanding of the different types of communication
and communication styles can help you know and deal with people better,
clear up misunderstandings and misconceptions, and contribute to the success
of the enterprise.

11. INFORMATION SHEET NUMBER 1.1.3
WRITTEN COMMUNICATION
Meaning of Written Communication:
A ‘Written Communication’ means the sending of messages, orders or
instructions in writing through letters, circulars, manuals, reports, telegrams,
office memos, bulletins, etc.
It is a formal method of communication and is less flexible. A written document
preserved properly becomes a permanent record for future reference.
It can also be used as legal evidence. It is time-consuming, costly and
unsuitable for confidential and emergent communication.
Written communication, to be effective, should be clear, complete, concise,
correct, and courteous.
Advantages of Written Communication:
The advantages of Written Communication are stated below:
1. It is suitable for long distance communication and repetitive standing
orders.
2. It creates permanent record of evidence. It can be used for future reference.
3. It gives the receiver sufficient time to think, act and react.
4. It can be used as legal document.
5. It can be sent to many persons at a time.
6. It is suitable for sending statical data, chart, diagram, picture, etc.,
7. Oder, allocation of work, job distribution etc. in written form reduce
ambiguity and help in fixation of responsibility
8. Uniformity in work procedure can be maintained through written
communication.
9. It is easy to send unpleasant or bad new through written communication
10. A good written communication can create goodwill and promote business.

12. Limitations or Disadvantages of Written Communication:
Followings are the limitations or disadvantages of Written
Communication:
1. It is time-consuming. Composing a message in writing takes much time.
Writing letters, typing orders, notices, etc. and sending to appropriate
destination require time. Feedback process also is not instant.
2. It is expensive not so much due to postal charges but in terms of so many
people spending so much of their time.
3. It cannot maintain strict secrecy which would have been possible in oral
communi-cation.
4. Written communication has no scope for immediate clarification if not
understood properly.
5. Being written in nature it is less flexible and cannot be changed easily.
6. It is not effective in the case of emergency.

13. INFORMATION SHEET NUMBER 1.1.4
MEDIUM OF COMMUNICATION
What Are Communication Mediums? Definition and Types
Communication is essential in the workplace, and knowing the right channel to
express your message to individuals or groups can help you communicate
effectively. Using the right medium to communicate your message allows you to
contact the right people in the way that best serves your communication goals.
Learning about communication mediums can help you choose the right one for
your message. In this article, we define what a medium in communication is,
discuss why they're important, outline some different types of communication
mediums and offer tips on how to choose the right medium for your message.
What is a medium in communication?
A medium in communication is a system or channel through which a speaker
or writer addresses their audience. It's an outlet that a sender uses to express
meaning to their audience, and it can include written, verbal or nonverbal
elements. A communication medium can either be virtual or physical. It may
contain more than one element or communication type, and it may address

14. either an individual or a group of people. Some communication mediums may
emphasize directness, while others may be more flexible and allow audiences to
derive their own interpretations from the speaker's message.