The document provides guidance on effective communication in the workplace. It discusses the importance of understanding different perspectives and using that understanding to guide communication. It also presents a scenario where a customer receives poor customer service due to an employee's distracted communication and provides advice on how to properly convey and receive information.

1. PARTICIPATING IN
WORKPLACE
COMMUNICATION
MODULE 1

2. “To effectively communicate, we must realize that we
are all different in the way we perceive the world and
use this understanding as a guide to our
communication with others.”
- Anthony Robbins (author, coach, motivational
speaker)

3. Dapat nating tandaan na iba-iba ang paraan ng tao
sa pagpapakahulugan sa kanyang paligid.
Gamitin natin ang kaalamang ito upang magabayan
tayo tungo sa mabisang komunikasyon.

4. COMMUNICATION SOURCES
PARTICIPATING IN WORKPLACE COMMUNICATION

5. Scenario at Hardware Store
A customer enters a hardware shop where Marian is working as sales associate.
Marian: “Hi, Sir!”
Customer: “I saw this new plumbing tool on Facebook – an adjustable pipe wrench - and it says it’s available here. In
which section can I find this tool?”
Marian, who is distracted by her phone, mumbles the directions and points to a particular section where the customer
should go. The customer, however, was not able to understand the directions. He started to ask Marian for clarification
but her phone rang and she quickly answered, turning away from him. Frustrated, he began walking up and down the
aisles in search of the adjustable pipe wrench.
Finally, he goes back to Marian and asks:
Customer: “Do you have a shop directory or a store map which I could use to locate this plumbing tool?”
Marian: Marian rolls her eyes, wondering why on earth the customer could not figure it out. “Let
me see if we have one, yes here is it, our shop directory listing all the aisles and an accompanying
map. You can go ahead that way, find this tool yourself. You may also use our interactive map in
the computer available at the counter area if you want.”

6. Upon receipt of the map, the customer went straight ahead to find the tool but
in dismay, he was not able to locate it. He went to counter to look at the
interactive map on the computer and it looked very different from the one he
had in his hand. He became frustrated, went back to Marian and shouted at her
in disappointment. Marian checked the directory/map she had given him and
realized it was an obsolete one. Feeling disgusted with the service, the
customer rushed out of the store while shouting about their poor service.
Marian’s supervisor arrived just as the customer was shouting and leaving the
store. She called
Marian over to hear what happened…

7. 1. What happened in the scenario?

8. 2. What were Marian’s strengths and
weaknesses in communicating with the
customer?

9. 3. If you were Marian’s supervisor, what advice
would you give her regarding communicating
with customers?

10. When giving or receiving information, it is important to assess if it is:
1. Accurate: Where is the information coming from? Is it directly from the
source? Is the source valid?
2. Based on fact rather than an emotional response: Determine if the
information is biased in one direction.
3. Current: Is the information up to date? The most recent?
4. Relevant: Does the information you are communicating meet the needs of the
person receiving it?
These tips will help you whether you are communicating verbally, through
written means, visually, in face to face situations or electronically.

11. GETTING THE RIGHT
INFORMATION THE RIGHT WAY
PARTICIPATING IN WORKPLACE COMMUNICATION

12. Key Facts 1.1 Strategies in Receiving Information Effectively
When you are receiving information verbally, in writing (hard copy
or electronic), nonverbally or visually, you should always check to
make sure the information is valid and that you have understood it
well. You can do this in different ways:
✓ Repeat back the information to the person giving it to you: If you
have misunderstood, the other person can clarify what they have
said.
✓ Say you have not understood and ask for clarification.
✓ Ask open ended questions that will help you get more information
from the other person.

13. ✓ Use appropriate non-verbal communication to show you understand or do
not understand.
✓ Use active listening skills and avoid distractions.
✓ Make sure you are getting the information from a valid source: If verbal, you
do not want to rely on a message that was passed through many people.
Written materials and any information obtained through the internet should also
be checked for its validity.
✓ Check that the information you are receiving is based on fact and not an
emotional response or biased.
✓ Make sure that the information you are receiving is current and not outdated.
✓ Take notes: Write down important points when instructions or information is
being given to you in case you need to refer to it later.

14. CONVEYING MESSAGES AND
IDEAS IN THE WORKPLACE
PARTICIPATING IN WORKPLACE COMMUNICATION

15. Key Facts 1.2: Strategies in Conveying Information Effectively
When conveying information, ideas or instructions, consider the
following:
✓ Your audience: Who are you talking to? What information or ideas
do you need or want to convey and what is the best way to do that
with this particular audience? Should it be formal or informal?
✓ Medium of communication: What is the best way to deliver the
message to your intended audience? For instance, is it something
that needs to be in writing? Would the message be better given
verbally? Should the message be sent electronically?

16. ✓ Your non-verbal communication: Remember, your body language
is very important! Your facial expressions, gestures and posture will
impact the way in which others receive your information.
✓ Be confident and clear when speaking
✓ Be clear when speaking, writing or presenting visual information:
Keep it simple and to the point! You do not want to confuse people
when sharing information or graphics or giving instructions.

17. ✓ Use active listening to check if the those listening to you have
understood your intended message.
✓ Ask questions: This can help you check if you have been
understood and provides an opportunity to deepen a discussion.
✓ Proofread your written communication before sharing it: Errors
found in, for example, a flyer, poster, brochure, letter, memo,
invitation, etc. might make you appear unprofessional.
✓ Show empathy and respect to whom you are communicating with

18. INTERPRETING AND
FOLLOWING ROUTINE
WRITTEN INSTRUCTIONS
PARTICIPATING IN WORKPLACE COMMUNICATION

19. Strategies to Interpret Written Instructions
• Summarize the steps: Try to summarize each step into fewer
words.
• Interpreting pictures or diagrams: Put the steps into your own
words.
• Note-taking: Write your own observations and thoughts regarding
each step.