Participate in Workplace

Communication
Introduction

This module covers the knowledge, skills

and attitudes required to gather, interpret,
and convey information in response to
workplace communication.
Learning Outcomes:

Upon completion of this module, you must be

able to:
1. Obtain and convey workplace information.
2. Speak English at a basic operational level.
3. Participate in workplace meetings and discussions.
4. Complete relevant work related documents.
LO 1. OBTAIN AND CONVEY WORKPLACE INFORMATION
 

WORKPLACE INFORMATION

The medium of information to be used

depends on the information an individual
needs. It could be in print, electronic, or
social media.
 Print Media Electronic Media Social Media
Forms Telephone Face-to-face
Letters Intercom Public address system
Memorandums Cellular phone Open house
Circulars E-mail Meetings
Reports E-forum Conferences
bulletins Blogs Seminars
News releases Internet Workshops
Minutes of Communication Socials/gatherings
meetings technology
Newsletters Audio/video recordings
Employee handbook
Manuals
House organ
Human Resources:

1. Team members – refer to workers who work in the same

level of work.
2. Suppliers – are the ones who provide raw
materials/equipment/tools that are used in the company
for services and production.
3. Trade personnel- people who are connected with business.
4. Local government officials – people who render services in
issuing permits, licenses, taxes.
5. Industry bodies – refer to workers, line leaders, supervisor
and management who work hand in hand.
APPROPRIATE LINES OF COMMUNICATION

 Downward Communication
 Upward Communication
 Horizontal or Lateral Communication
 Diagonal Communication
 EFFECTIVE COMMUNICATION
Effective communication leads to:

 Clear instructions so people know exactly what they

are expected to do and do it properly;
 People feeling involved because they are well
informed;
 Higher morale and job satisfaction
 People working better as a team
 Time and effort saved as people are clear on what
to do.
To communicate with people effectively
you need to:
 Make sure it is not too noisy to hear what is being said.
 Sit or stand so that you directly face the person whom
you are talking or listening too;
 Maintain eye contact;
 Use polite opening and closing greetings
 Speak clearly in an open and neutral tone
 Be straight forward and to the point
 Keep the message simple
 Be patient
 Show interest
 Used words that the people you are speaking to can
understand
 Listen carefully to the conversation so that you get the
right message.
 In the workplace, effective listening helps you to:

 Understand instruction clearly

 Learn from others
 Convey clear message
 Promote good listening in others (if you are
prepared to listen to others, they will be prepared
to listen to you)
 Offer ideas and take part in discussion
 Co-operate with others and work well in a team
 Understand the ideas and suggestions of others
 Respond in an appropriate manner
Many things can interfere with effective listening. They include:
 

 Noise - It is very hard to listen in a noisy environment.

 Temperature - If you are feeling uncomfortably hot it is hard to concentrate to
listening.
 Closeness - when a speaker is too close to you, your mind may be on the
invasion of your space rather than what is being said.
 Furniture - the way in which furniture is arranged in a room may block good
listening for example; if you cannot see a speaker it is much harder to pay
attention.
 Time - when people are tried or in a hurry they are less able to fully concentrate
fully on what is being said. 
 Impatience - if you are feeling impatient and want to get away to do other thing
you mind will not concentrating on the speaker.
 Distractions - any type of distraction whether it be something going on outside
work or personal worries tends to stop you from paying full attention to what a
speaker says.
 Attitude - if you do not like the speaker or do not like what they are saying you
may quickly tune out.
 Lack of interest- when you are not interested in a topic it is difficult to pay
attention.
 Thinking you - often people think that they already know what is about
already know - be said and so they don’t bother to listen
 Proper Note-Taking for Recording
Information

The following tips will help you in taking notes

from your sources:

 Don’t write too many words.

 Be sure that you have enough facts and details.
 Don’t get off the track. That is, stick to the topic
GENDER-FAIR LANGUAGE - is being
emphasized in communication. The purpose
is to show respect and give importance to
the GENDER SENSITIVITY principle.

Sexist Language
Sexism is discrimination on the basis of
gender.  While it is primarily women who
are affected by sexism, it can be used to
discriminate against either men or women.
 Below are some sexist and gender-sensitive terms.

Current Usage Gender- Sensitive

Anchorman Anchor, Anchorperson
Brotherhood of man The Family Of Humanity, The Unity Of People
Businessman Business Executive, Manager, Business Owner,
Retailer, Entrepreneur
Cameraman Camera Operators, Cinematographers,
Photographers
Chairman Chairperson, Chair, Facilitator, Convener, Co-
Coordinator
 Avoiding Sexist Language

Sexist language is language that unnecessarily identifies gender. It

can take several forms:

1. a pronoun that denotes a single sex when the information being conveyed pertains
equally to either or both sexes
 Ex. Every student should have his notebook with him in class.

(appropriate at an all-male school)

2. a job title that links the job to a single sex when either sex can perform the job
 Ex. Fireman, mailman, policeman

 
3. a single sex pronoun in conjunction with a neutral job title, so that the implication is
that the job “belongs” to a single sex
 Ex. The nurse awoke her patient at five a.m.

4. any other use of language that unnecessarily and arbitrarily makes gender
distinctions
 Ex. Early man used a system of gestures to communicate.
 Task 1: Speaking
Practice effective communication by performing what is asked in the following situations:

1. Let’s say you are in a party and you don’t know anyone present. The person whom you
know was an acquaintance from the past whom you haven’t had contacted for quite a
time. Naturally, you are very apprehensive because they might not know you anymore.
But you need to circulate because you are expected by your employer to bring good
results. What would you do?

2. Pretend that you are the supervisor of the department. Disseminate the information of
the seminar/conference attended.

3. You are one of the participants of the recent conference. After the conference you are
assigned to disseminate the information that you have heard.

4. Describe a tool/device/equipment used in your course.

5. Prove that your chosen course plays an important role in your life.
 ASKING AND OBTAINING INFORMATION

TYPES OF QUESTIONS
There are four types of questions according
to form:
 yes/no questions
 or-question
 wh-question
 tag question
 Yes /No Question
 Have you been to Baguio?
 Is Mr. Torres going to attend the seminar on Monday?
 Or-question
 Do you like apples or bananas?
 Would you like to have tea or coffee?
 Wh question
 Where do you live?
 When did you see your doctor?
 Tag Question
 Shakespeare wrote Romeo and Juliet, didn’t he?
 You don’t like soda, do you?
 Tips on How to Ask a Question
 Wait for the right time to ask a question
 Ask one question at a time. asking lots of questions will cause confusion, and not
produce good answers.
 Put your question in a way that will be easily understood
 Wait for an answer to your question without butting in.
 Listen carefully to the answer you are givens o that you really understand it
 If the answer does not satisfy you, ask another question. Remember that
questions should be asked for specific reasons, not just a way of interrupting
someone else.
 Proper Handling of Telephone Calls

When to choose the phone:

◦ If speed is important
◦ If you need to discuss something without actually meeting the other person

A telephone call is not suitable:

◦ If the matter being discussed is confidential
◦ If a written record is required
◦ If the subject is complicated

Guidelines for Making Effective Calls

◦ Always be polite.
◦ Always be brief.
◦ Say who you are and what company you represent.
◦ Make notes as the conversation progresses.
◦ Speak clearly and slowly.
◦ Repeat difficult words.
◦ Use everyday language.
 LOCATION AND STORAGE OF INFORMATION
 

A company should have centralized repository or storage

area for keeping and storing official documents and
business critical information. It depends on the type of
information on where and how it should be stored.

 Hard-copy or Printed materials- these papers should be kept in a

central repository and filed accordingly by the corporate secretary or
administrative secretary to ensure that these important document. (e.g.
depending on the need you can have a small filing cabinet up to as
large as filing room or a third-party document service.)

 Soft-copy or Electronic documentation- Most companies who have mail

and file servers should invest in an on-line document management
system to manage their electronic files. Email programs should be
setup to capture the important emails and communication by
employees within the corporate email network.
 Effective Speaking

 Routine in a conversation: Face to Face and

Telephone Conversation
 
1. Greeting – also known as opening or introduction.
 Face to Face

◦ Example: Good morning/afternoon Sir/Madam/

How are you? (building rapport)
I like your dress? (for a longer conversation)
How do you feel today?

 Telephone conversation
Example; Thank you for calling... My name is/ This
is Maria, “How can I help you”
2. Building rapport is establishing a harmonious relationship to your colleague
or to your customer for the purpose of creating trust.

3. Actively listen is simply your ability to listen and comprehend the different
kinds of information that the person is communicating to you.

4. Another way to achieve accuracy in getting information is to Empathize with

your customer’s question, situation and problem. Empathy is putting
yourself in the position of others.

5. Closing the Conversation/Call

Example: Face to Face

It was nice meeting you, hoping to see you again, Mr. Cruz.
I had a good conversation with you, ‘till next time.
I really enjoyed meeting you.
 
Telephone Conversation:
“Thank you for calling! Have a great day!”
“Thank you for conversing with us!”
“Is there anything else I could help you with?” (For customer service
agent).
 THE MEETING

Kinds of Meeting
 An informal meeting is composed of a group of
people who exchange ideas or information in
unofficial or casual way. No official notes are taken
and the meeting is sometimes considered as a chat
between or among colleagues.

 A formal meeting is documented before, during and

after it takes place. It may be a committee meeting,
a general assembly or just a company meeting held
from time to time.
 Benefits of Attending a Meeting

 Learning more about the colleagues you are

with
 Listening to the thoughts and opinions of

others
 Communicating with your colleagues,

expressing your own ideas

 Feeling part of a team
Communication Skills for Meetings

 Show consideration and tolerance for others

 Speak clearly and use words that everyone

will understand
 Speak at appropriate time, and not when

someone else is already speaking

 Understand that your views will not
necessarily be the same as everyone else’s
 Be prepared to compromise
 Making Notes at the Meeting

It is important for notes to be taken at formal

meetings. These notes are known as minutes. It is
usually, although not always, the secretary who
takes down the minutes as the meeting progresses.
These notes are not normally verbatim (word for
word) but should contain:

 Relevant points of discussion

 All resolutions
 All recommendations
 GROUP DISCUSSION
Planning a Group Discussion
“ A group discussion should focus on a topic that is timely, interesting, and the
members are involved and prepared to discuss.”

Most group discussion is carefully planned. The chart below

lists step
s for planning a group discussion:

1. Hold a pre-discussion meeting to determine the discussion topic.

Make sure the topic is timely and interesting.
2. Define the topic precisely. After it is defined, phrase the topic as
question, not a statement.
3. Make an outline of points to be discussed. Include a history of the
problem, alternatives or solutions, and possible action to listen.
4. Research the topic by reading, thinking, and getting as much
information as possible before the discussion.