Basic 1-participate In Workplace Communication-1

COMPETENCY-BASED LEARNING MATERIAL

Sector: TOURISM SECTOR Unit of Competency: BASIC COMPETENCY PARTICIPATE IN WORKPLACE COMMUNICATION Module Title: PARTICIPATING IN WORKPLACE COMMUNICATION

ST. MICHAEL ARCHANGEL TECHNOLOGICAL INSTITUTE, INC. 101 Rodriguez St. Santulan Rd. Malabon City

CBLM on Basic Competency Practice in Workplace Communication

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL Welcome to the module in Tourism. This module contains training materials and activities for you to complete. The unit of competency "Participate in Workplace Communication” contains knowledge, Skills and Attitudes Required for Basic Competency. You are required to go through a series of learning activities in order to complete each learning outcome of the module. In each learning outcome are Information Sheets, Self-Checks, Operation Sheets or Task Sheets. Follow these activities on your own. If you have questions, don’t hesitate to ask your facilitator for assistance. The goal of this course is the development of practical skills. To gain these skills, you must learn basic concepts and terminologies. For the most part, you'll get this information from the Information Sheets and suggested resources and references This module is prepared to help you achieve the required competency, in “Participating in workplace communication ". This will be the source of information for you to acquire knowledge and skills in this particular competency independently and at your own pace, with minimum supervision or help from your trainer. Remember to: Work through all the information and complete the activities in each section. Read information sheets and complete the self-check. Suggested references are included to supplement the materials provided in this module. Most probably your trainer will also be your supervisor or manager. He/she is there to support you and show you the correct way to do things. You will be given plenty of opportunity to ask questions and practice on the job. Make sure you practice your new skills during regular work shifts. This way you will improve both your speed and memory and also your confidence. Use the Self-checks, Operation Sheets or Task Sheets at the end of each section to test your own progress. When you feel confident that you have had sufficient skill, ask your Trainer to evaluate you. The results of your assessment will be recorded in your Progress Chart and Accomplishment Chart. You need to complete this module before you perform the module on (Next Module title)

CBLM on Basic Competency Practice in Workplace Communication

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(Basic Competency of Tourism) COMPETENCY-BASED LEARNING MATERIALS List of Competencies No.

Unit of Competency

Module Title

Code

1.

Participate in workplace communication

Participate in workplace communication

500311105

2.

Work in team environment

Work in team environment

500311106

3.

Practice career professionalism

Practice career professionalism

500311107

4.

Practice occupational health and safety procedures

Practice occupational health and safety procedures

500311108

CBLM on Basic Competency Practice in Workplace Communication

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MODULE CONTENT UNIT OF COMPETENCY: Participate in workplace communication MODULE TITLE: Participating in workplace communication MODULE DESCRIPTOR: This module covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. NOMINAL DURATION: LEARNING OUTCOMES: At the end of this module you MUST be able to:  Participate in workplace communication. 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 non- verbal 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. 8. Team meetings are attended on time 9. Own opinions are clearly expressed and those of others are listened to without interruption 10. Meeting inputs are consistent with the meeting purpose and established protocols 11. Workplace interactions are conducted in a courteous manner 12. Questions about simple routine workplace procedures and maters concerning working conditions of employment are asked and responded to 13. Meetings outcomes are interpreted and implemented. 14. Range of forms relating to conditions of employment are completed accurately and legibly 15. Workplace data is recorded on standard workplace forms and documents 16. Basic mathematical processes are used for routine calculations CBLM on Basic Competency Practice in Workplace Communication

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17. Errors in recording information on forms/ documents are identified and properly acted upon 18. Reporting requirements to supervisor are completed according to organizational guideline.

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LEARNING OUTCOME NO. 1 (Obtain and convey workplace information) Contents: 1. 2. 3. 4. 5.

Effective communication Different modes of communication Gather and provide information in response to workplace requirements Follow simple spoken language Ability to relate to people of social range in the workplace

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 non- verbal 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: Fax machine Telephone Writing materials Internet Assessment Method: Direct Observation Oral interview and written test

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Learning Experiences Learning Outcome 1 Obtain and convey workplace information

Learning Activities Read Information Sheet #1.1-1 on

Special Instructions Read and understand the information carefully about Effective communication

Effective communication Answer Self-Check # 1.1-1 and compare your answers from answer key #1.1-1 Perform Task Sheet # 1.1-1 Read information Sheet # 1.1-2 on Different modes of communication Answer Self-Check # 1.1-2 and compare your answers from answer key #1.1-2 Perform Task Sheet # 1.1-2

Read information Sheet # 1.1-3 on Gather and provide information in response to workplace requirements Answer Self-Check # 1.1-3 and compare your answers from answer key #1.1-3

CBLM on Basic Competency Practice in Workplace Communication

You must get a rating of 100% in the selfcheck activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.1-1 Have your trainer evaluate your performance Read and understand the information carefully about Different modes of communication You must get a rating of 100% in the selfcheck activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.1-2 Have your trainer evaluate your performance Read and understand the information carefully about Gather and provide information in response to workplace requirements

You must get a rating of 100% in the selfcheck activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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Perform Task Sheet # 1.1-3 Read information Sheet # 1.1-4 on

Evaluate the demonstration of task using the Performance Criteria Checklist #1.1-3 Have your trainer evaluate your performance Read and understand the information carefully about Follow simple spoken language

Follow simple spoken language Answer Self-Check # 1.1-4 and compare your answers from answer key #1.1-4 Perform Task Sheet # 1.1-4 Read information Sheet # 1.1-5 on Ability to relate to people of social range in the workplace Answer Self-Check # 1.1-5 and compare your answers from answer key #1.1-5 Perform Task Sheet # 1.1-5

You must get a rating of 100% in the selfcheck activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.1-4 Have your trainer evaluate your performance Read and understand the information carefully about Ability to relate to people of social range in the workplace You must get a rating of 100% in the selfcheck activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.1-5 Have your trainer evaluate your performance After doing all activities of this LO , you are ready to proceed to the next LO on ________________________

Information Sheet #1.1-1 CBLM on Basic Competency Practice in Workplace Communication

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(Effective communication) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand the importance of effective communication. (Introductory Paragraph) 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.

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 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. What

is

effective

communication? Effective communication is about more than just exchanging information. It's about understanding the emotion and intentions behind the information. As well as being able to clearly convey a message, you need to also listen in a way

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that gains the full meaning of what’s being said and makes the other person feel heard and understood. More than just the words you use, effective communication combines a set of 4 skills: Engaged listening Nonverbal communication Managing stress in the moment Asserting yourself in a respectful way What’s stopping you from communicating effectively? Common barriers to effective communication include: STRESS AND OUT-OF-CONTROL EMOTION. When you’re stressed or emotionally overwhelmed, you’re more likely to misread other people, send confusing or offputting 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 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 may 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, or even like what’s being said, but to communicate effectively and not make the other person defensive, it’s important to avoid sending negative signals. EFFECTIVE COMMUNICATION SKILL 1: BECOME AN ENGAGED LISTENER When communicating with others, we often focus on what we should say. However, effective communication is less about talking and more about listening. Listening well means not just understanding the words or the information being communicated, but also understanding the emotions the speaker is trying to communicate. There’s a big difference between engaged listening and simply hearing. When you really listen—when you’re engaged with what’s being said—you’ll hear the subtle intonations in someone’s voice that tell you how that person is feeling and the CBLM on Basic Competency Practice in Workplace Communication

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emotions they’re trying to communicate. When you’re an engaged listener, not only will you better understand the other person, you’ll also make that person feel heard and understood, which can help build a stronger, deeper connection between you. TIPS FOR 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?" HEAR THE EMOTION BEHIND THE WORDS It’s the higher frequencies of human speech that impart emotion. You can become more attuned to these frequencies—and thus better able to understand what

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others are really saying—by exercising the tiny muscles of your middle ear (the smallest in the body). You can do this by singing, playing a wind instrument, or listening to certain types of high-frequency music (a Mozart symphony or violin concerto, for example, rather than low-frequency rock, pop, or hip-hop). SKILL 2: PAY ATTENTION TO NONVERBAL SIGNALS The way you look, listen, move, and react to another person tells them more about how you’re feeling than words alone ever can. Nonverbal communication, or body language, includes facial expressions, body movement and gestures, eye contact, posture, the tone of your voice, and even your muscle tension and breathing. Developing the ability to understand and use nonverbal communication can help you connect with others, express what you really mean, navigate challenging situations, and build better relationships at home and work. IMPROVE HOW YOU READ NONVERBAL COMMUNICATION BE AWARE OF INDIVIDUAL DIFFERENCES. People from different countries and cultures tend to use different nonverbal communication gestures, so it’s important to take age, culture, religion, gender, and emotional state into account when reading body language signals. An American teen, a grieving widow, and an Asian businessman, for example, are likely to use nonverbal signals differently. IMPROVE HOW YOU DELIVER NONVERBAL COMMUNICATION USE NONVERBAL SIGNALS THAT MATCH UP WITH YOUR WORDS rather than contradict them. If you say one thing, but your body language says something else, your listener will feel confused or suspect that you’re being dishonest. For example, sitting with your arms crossed and shaking your head doesn’t match words telling the other person that you agree with what they’re saying. NONVERBAL COMMUNICATION: READING BODY LANGUAGE ADJUST YOUR NONVERBAL SIGNALS ACCORDING TO THE CONTEXT. The tone of your voice, for example, should be different when you’re addressing a child than when you’re addressing a group of adults. Similarly, take into account the emotional state and cultural background of the person you’re interacting with. AVOID NEGATIVE BODY LANGUAGE. Instead, use body language to convey positive feelings even when you're not actually experiencing them. If you’re nervous about a situation—a job interview, important presentation, or first date, for example—you can use positive body language to signal confidence, even though you’re not feeling it. Instead of tentatively entering a room with your head down, eyes averted, and sliding into a chair, try standing tall with your shoulders back, smiling and maintaining eye contact, and delivering a firm handshake. It will make you feel more self-confident and help to put the other person at ease. SKILL 3: KEEP STRESS IN CHECK CBLM on Basic Competency Practice in Workplace Communication

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How many times have you felt stressed during a disagreement with your spouse, kids, boss, friends, or coworkers and then said or done something you later regretted? If you can quickly relieve stress and return to a calm state, you’ll not only avoid such regrets, but in many cases you’ll also help to calm the other person as well. It’s only when you’re in a calm, relaxed state that you'll be able to know whether the situation requires a response, or whether the other person’s signals indicate it would be better to remain silent. THE IMPORTANCE OF GOOD COMMUNICATION Good communication is an essential tool in achieving productivity and maintaining strong working relationships at all levels of an organization. Employers who invest time and energy into delivering clear lines of communication will rapidly build trust amongst employees, leading to increases in productivity, output and morale in general. Poor communication in the workplace will inevitably lead to unmotivated staff that may begin to question their own confidence in their abilities and inevitably in the organization. Take steps to build on communication Define goals and expectations – Managers need to deliver clear, achievable goals to both teams and individuals, outlining exactly what is required on any given project, and ensuring that all staff are aware of the objectives of the project, the department and the organization as a whole. Clearly deliver your message – Ensure your message is clear and accessible to your intended audience. To do this it is essential that you speak plainly and politely – getting your message across clearly without causing confusion or offence. Choose your medium carefully – Once you’ve created your message you need to ensure it’s delivered in the best possible format. While face to face communication is by far the best way to build trust with employees, it is not always an option. Take time to decide whether information delivered in a printed copy would work better than an email or if a general memo will suffice. Keep everyone involved – Ensure that lines of communication are kept open at all times. Actively seek and encourage progress reports and project updates. This is particularly important when dealing with remote staff. Listen and show empathy – Communication is a two-way process and no company or individual will survive long if it doesn’t listen and encourage dialogue with the other party. Listening shows respect and allows you to learn about any outstanding issues you may need to address as an employer.

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Self- Check #1.1-1 (Effective Communication) (Essay): Give a brief explanation of the following * 5pts each 1. What is communication? 2. What is an effective communication? Enumeration 1-7 Tips on becoming an engaged listeners 1-4 Importance of good communication

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ANSWER KEY 1.1-1 (Effective Communication) 1. Communication is the process of exchanging information and ideas. 2. Effective communication is about more than just exchanging information. It's about understanding the emotion and intentions behind the information.

1. Focus Fully On The Speaker. 2. Favor Your Right Ear 3. Avoid Interrupting Or Trying To Redirect The Conversation To Your Concerns  4. Show Your Interest In What's Being Said 5. Try To Set Aside Judgment 6. Provide Feedback 7. Hear The Emotion Behind The Words

1. 2. 3. 4.

Take STEPS TO BUILD ON COMMUNICATION Clearly DELIVER YOUR MESSAGE  Choose YOUR MEDIUM CAREFULLY  Keep EVERYONE INVOLVED 

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Information Sheet # 1.1-2 (Different modes of communication) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand the different modes of communication (Body) There Are Three Types of Communication in Any Language 1. Interpersonal Communication: Learners interact and negotiate meaning in spoken, signed, or written conversations to share information, reactions, feelings, and opinions. a. Active negotiation of meaning among individuals. b. Participants observe and monitor one another to see how their meanings and intentions are being communicated. c. Adjustments and clarifications are made accordingly. d. Speaking and listening (conversation); reading and writing (text messages or via social media)  2. Interpretive Communication involves the following:

Learners understand, interpret, and analyze what is heard, read, or viewed on a variety of topics. a. Interpretation of what the author, speaker, or produces wants the receiver of the message to understand. b. One-way communication with no recourse to the active negotiation of meaning with the writer, speaker, or producer. c. Interpretation differs from comprehension and translation in that interpretation implies the ability to read (or listen or view) "between the lines," including understanding from within the cultural mindset or perspective. d. Reading (websites, stories, articles), listening (speeches, messages, songs), or viewing (video clips) of authentic materials.

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3.Presentational Communication involves the following: a. Creation of messages. b. One-way communication intended to facilitate interpretation by members of the other culture where no direct opportunity for the active negotiation of meaning between members of the two cultures exists. c. To ensure intended audience is successful in its interpretation, the "presenter" needs knowledge of the audience's language and culture. d. Writing (messages, articles, reports), speaking (telling a story, giving a speech, describing a poster), or visually representing (video or PowerPoint).

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Self- Check #1.1-2 (Different Mode of Communication) (Enumeration) Enumerate the types of communication in any language and give its meaning.

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ANSWER KEY #1.1-2 (Different Modes of Communication) 1. Interpersonal Communication Learners interact and negotiate meaning in spoken, signed, or written conversations to share information, reactions, feelings, and opinions. a. Active negotiation of meaning among individuals. b. Participants observe and monitor one another to see how their meanings and intentions are being communicated. c. Adjustments and clarifications are made accordingly. d. Speaking and listening (conversation); reading and writing (text messages or via social media) 2. Interpretive Communication Learners understand, interpret, and analyze what is heard, read, or viewed on a variety of topics. a. Interpretation of what the author, speaker, or produces wants the receiver of the message to understand. b. One-way communication with no recourse to the active negotiation of meaning with the writer, speaker, or producer. c. Interpretation differs from comprehension and translation in that interpretation implies the ability to read (or listen or view) "between the lines," including understanding from within the cultural mindset or perspective. d. Reading (websites, stories, articles), listening (speeches, messages, songs), or viewing (video clips) of authentic materials. 3. Presentational Communication  a. Creation of messages. b. One-way communication intended to facilitate interpretation by members of the other culture where no direct opportunity for the active negotiation of meaning between members of the two cultures exists. c. To ensure intended audience is successful in its interpretation, the "presenter" needs knowledge of the audience's language and culture. d. Writing (messages, articles, reports), speaking (telling a story, giving a speech, describing a poster), or visually representing.

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Information Sheet #1.1-3 (Gather and provide information in response to workplace requirements) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Gather and provide information in response to workplace requirements. (Introductory Paragraph) Accuracy in gathering information is vital to protect both the client and you. Remember that the information will be used to assess the client’s situation and level and immediacy of intervention. You need to gain all the necessary facts without sensationalizing, or making light of, the situation as it presents for the client. This is especially so when you are gathering material that could be used as evidence in a court. (Body) Gathering information

  

gather all the relevant facts gain a clear or clearer understanding of the client’s issues support the client in staying focused and standing a little outside the situation to get clear facts. There are a number of ways you can make sure that you obtain factual information. These include the following:

      

noting how the client presents informing the client of your role allowing time for the client to present the information fully asking the right questions in the right manner listening to the client’s story saying what you are interested in finding out observing the client’s behavior during the interview.

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Noting how the client presents When meeting a client for the first time, or talking to them on the telephone, you will gain a first impression of them based on such things as:     

mental state (irrational thinking, memory loss, delusions, etc.) emotional/psychological state (highly distressed, anxious, withdrawn, etc.) personal circumstances (no home, no money, no food, etc.) support networks (Do they recognize anyone in their life who could help?) indicators of abuse.

Inform the client of your role Occasionally clients have been misdirected to your agency, and their expectation of the assistance available does not match the resources and responsibilities of your agency. The Intake Officer or person initially interviewing the client can usually determine this very early in the process and prevent the client having to go through their story in depth when a referral to another agency would be more appropriate. Hence it is important that workers clarify to the client their role and the role of the agency as soon as possible. Allow enough time To go through all the processes of obtaining information will require time. Make sure that you have allowed enough time to thoroughly evaluate all the information that the person has given you, to confirm that what you have recorded is a true statement of what the person said. Listen to their story You need to be patient and calm when conducting an interview with a client who is distressed. You need to give the client a clear message that you are listening to their story. This can be done through:

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Your body language Appear interested; adopt a relaxed and yet attentive body posture; observe the tone, volume and stability of your voice; be aware of your responses to some of the information the client is telling you; and ensure they are appropriate. Eye contact In western culture, maintaining eye contact suggests we are interested in and attending to the client; however, do not stare. Ensure eye contact is natural and direct. Be aware of racial, age and gender differences. Be sensitive to your client’s responses and be guided by those responses. Developing rapport and providing a trusting environment In order to build rapport with a client, you must appear to be genuinely interested in them. This can be demonstrated in small ways, from ensuring there are no distractions during your interview, checking that they are comfortable, and checking how they wish you to address them, to speaking respectfully to them and allowing them to adopt a measure of control within the interview. Trust can only develop over time and you should be vigilant in ensuring that any actions/plans you offer to undertake on behalf of the client are completed in the time frame specified. Non-judgemental communication Every interview or contact gives you an opportunity to learn more about your client; hence your communication should demonstrate respect for a client’s opinion. You can achieve this by listening to their ideas and points of view, accepting that you will have differences of opinions and values and not overreacting to a client’s behaviour or statements. Be genuinely interested in how that client acquired those beliefs; this helps in understanding the client holistically. Affirmation Use short acknowledgements such as 'Eh' and 'I see'. Paraphrasing Rephrase what the client has said to ensure you have understood correctly.

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Summarizing Summaries what the client has said at the end to ensure you have the main points. It is important to make the person feel as comfortable as possible and free to express their thoughts and feelings. Self- Check #1.1-3 (Gather and provide information in response to workplace requirements)

(Enumeration): (Instruction) 1-7 Enumerate the ways in obtaining or gathering information

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ANSWER KEY#1.1-3 (Gather and provide information in response to workplace requirements)

1. 2. 3. 4. 5. 6. 7.

Noting how the client presents Informing the client of your role Allowing time for the client to present the information fully Asking the right questions in the right manner Listening to the client’s story Saying what you are interested in finding out Observing the client’s behaviour during the interview.

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Information Sheet #1.1-4 (Follow simple spoken language) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand on how to follow simple spoken language. (Introductory Paragraph) Speaking is the process of building and sharing meaning through the use of verbal and nonverbal symbols, in a variety of contexts.

A spoken language is a language produced by articulate sounds, as opposed to a written language. Many languages have no written form and so are only spoken. An oral language or vocal language is a language produced with the vocal tract, as opposed to a sign language, which is produced with the hands and face. The term "spoken language" is sometimes used to mean only vocal languages, especially by linguists, making all three terms synonyms by excluding sign languages. Others refer to sign language as "spoken", especially in contrast to written transcriptions of signs.

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Body language is a type of nonverbal communication in which physical behavior, as opposed to words, are used to express or convey information. Such behavior includes facial expressions, body posture, gestures, eye movement, touch and the use of space. Body language exists in both animals and humans, but this article focuses on interpretations of human body language. It is also known as kinesics. Language acquisition is the process by which humans acquire the capacity to perceive and comprehend language, as well as to produce and use words and sentences to communicate. Language acquisition is one of the quintessential human traits, because non-humans do not communicate by using language. Language acquisition usually refers to first-language acquisition, which studies infants' acquisition of their native language, whether that be spoken language or signed language as a result of prelingual deafness. This is distinguished from second-language acquisition, which deals with the acquisition (in both children and adults) of additional languages. In addition to speech, reading and writing a language with an entirely different script compounds the complexities of true foreign language literacy. Importance of language Language is important in the development of self concept, development of a concept of self as a learner, self monitoring, being able to appropriately conflict with others, getting on with others, taking various social roles (including that of a learner), participating and demonstrating learning. Therefore language is a key to all learning. Teachers can gain a good insight into students underlying language ability through looking at their spoken language skills.

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Self- Check #1.1-4 (Follow simple spoken language)

(Identification): Give a brief explanation of the following. 1. 2. 3. 4. 5.

What is spoken language? What is body language? What is language acquisition? Explain the importance of language? Define speaking.

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ANSWER KEY#1.1-4 (Follow simple spoken language) 1. Spoken

language is a language produced by articulate sounds, as opposed to a written language.

2. Body language is a type of nonverbal communication in which physical

behavior, as opposed to words, are used to express or convey information. 3. Language acquisition is the process by which humans acquire the capacity to perceive and comprehend language, as well as to produce and use words and sentences to communicate. 4. Importance of language Language is important in the development of self concept, development of a concept of self as a learner, self monitoring, being able to appropriately conflict with others, getting on with others, taking various social roles (including that of a learner), participating and demonstrating learning. Therefore language is a key to all learning. 5. Speaking is the process of building and sharing meaning through the use of verbal and non-verbal symbols, in a variety of contexts

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Information Sheet #1.1-5 (Ability to relate to people of social range in the workplace) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand on how to relate to people of social range in the workplace. (Introductory Paragraph) In the workplace, you will work with many people every day. Strong interpersonal skills will enable you to talk to and work with all types of people, including managers, coworkers, and customers. Interpersonal skills do more than give you the ability to communicate with other people. Interpersonal skills also help you to develop relationships with people. Strong relationships with the people you work with will help you succeed in the workplace. Research shows that poor interpersonal skills are the number one reason why people don’t get along, don’t get promoted or, even worse, lose their jobs. (Body) Here are seven interpersonal skills tips that will help you develop strong relationships and get along great with people in the workplace: 1. 2. 3. 4. 5. 6. 7.

Managing relationships Understanding the feelings of others Cooperating with others Great Attitude Showing respect Appropriate contact Active Listening

1. Managing relationships You spend a lot of time with the people at your workplace. If you are a full-time employee, you can expect to spend 40 or more hours a week with your coworkers. You can begin to understand why it is so important to have good relationships with your coworkers and managers! Good relationships will help you get along well with people and help you to do your job better. Have a difficult coworker or manager? Always remain polite and professional towards that person. If you need to confront that person make sure you do it thoughtfully. You never know! A difficult coworker could become a friend over time. CBLM on Basic Competency Practice in Workplace Communication

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2. Understanding the feelings of others The ability to understand and relate to the feelings of others is called empathy. Having empathy will help you develop strong relationships with other people. When you have empathy, people feel that you understand them and how they feel. When people tell you about something important, it shows they feel comfortable around you. Do your best to put yourself in their shoes. Think about how you would want to be treated if you were in their position. What would you want someone to say to you? What would you hope someone would do for you? 3. Cooperating with others Cooperating, or working well with others, is an important part of interpersonal skills in the workplace. Even though each employee might have his or her own individual tasks and goals, the entire staff or team has the same goal. That goal is to help the company be successful. Without cooperation, the workplace can be an unpleasant place, and the company will not succeed. Before starting on a group project or collaborating, make sure each person understands what is expected of them. Ensure each person is able to share his or her ideas or thoughts. Encourage your group to be a safe space for sharing and collaborating. 4. Having a Great Attitude Having an overall positive attitude will affect many aspects of your work. A great attitude will help you cope with pressure and stress as well as help you be more flexible in your job. Always sharing a positive attitude will help you grow in your position and ultimately help you move forward in your career. In a previous post, we talk about 5 Ways to Improve Your Attitude and Succeed at Work:     

Avoid negative thinking and complaining Spend time with people who have a positive attitude Be thankful for your job Give yourself a chance to recharge Reward yourself for doing a good job

5. Showing respect When you show respect for others in the workplace, people will show respect for you. You can show respect for others by being polite and using your manners. Always remember to say please and thank you. When people are talking to you, listen to what they are saying and make eye contact to show that you are listening. Wait until other people have finished talking before you respond so that you don’t cause them to forget what they wanted to say.

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6. Appropriate Contact Interpersonal skills are not just about the things you say at work, they also include your actions, or the things you do. The way you act toward people at work will determine whether or not they feel comfortable around you. Start by always standing an appropriate distance away from the person with whom you are talking.A good rule of thumb is to stand an arm’s length away from the person. That way, other people can easily hear you but will not feel like you are in their personal space. Some people don’t like to be touched, so it is important that you respect people’s personal space. Besides a simple pat on the back or handshake, it is best not to touch people in the workplace. Keeping your hands to yourself will ensure that you don’t offend or upset others. 7. Active Listening Active listening means you are fully engaged while listening to someone talk. You’re completely focused on the person speaking. You are giving them eye contact, nodding, and occasionally asking clarifying questions to make sure you understand. Next time a coworker or manager is speaking to you. Put your phone, computer, or notebook down and fully engaged. You’ll be surprised how much better you understand what they’re telling you and how much better you’ll remember later.

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Self- Check #1.1-5 (Ability to relate to people of social range in the workplace)

(Identification): Identify what is being asked in each number 1. The ability to understand and relate to the feelings of others is called ______ 2. _______is an important part of interpersonal skills in the workplace. 3. _______ means you are fully engaged while listening to someone talk. 4-8 Ways to improve your attitude and succeed to work 9-15 Interpersonal skills tips that will help you develop strong relationships and get along great with people in the workplace

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ANSWER KEY#1.1-4 (Follow simple spoken language) 1. Empathy 2. Cooperating/working 3. Active Listening 4. Avoid negative thinking and complaining 5. Spend time with people who have a positive attitude 6. Be thankful for your job 7. Give yourself a chance to recharge 8. Reward yourself for doing a good job 9. Managing relationships 10.Understanding the feelings of others 11.Cooperating with others 12.Great Attitude 13.Showing respect 14.Appropriate contact 15. Active Listening

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References for further reading https://www.conovercompany.com/7-interpersonal-social-skills-for-theworkplace/ https://www.google.com/search? ei=x4sXW5PAFoj38gW1zK7QAQ&q=importance+of+spoken+language+in+com munication&oq=spoken+language+importance&gs_l=psyab.1.0.0i71k1l8.0.0.0.12873.0.0.0.0.0.0.0.0..0.0....0...1c..64.psyab..0.0.0....0.isQu9wcg8II https://www.google.com/search? ei=eIsXW4THKouZ8gW1nKa4Bw&q=spoken+language+importance&oq=spoken +language+importance&gs_l=psyab.3...5391.9968.0.10134.11.9.0.0.0.0.653.653.5-1.1.0....0...1c.1.64.psyab..10.1.651...0j35i39k1j0i67k1.0.mUzV7zLNHcU https://www.google.com/search? ei=LokXW6ewMMH18QWfxJWYAg&q=simple+spoken+language&oq=simple+sp oken+language&gs_l=psyab.3...6991.6991.1.7010.1.1.0.0.0.0.0.0..0.0....0...1c.1.64.psyab..1.0.0....0.P69OJG_abiU https://www.google.com/search? ei=UocXW4zZFoX78gWitpWgDA&q=Follow+simple+spoken+language&oq=Foll ow+simple+spoken+language&gs_l=psyab.3..0i71k1l8.214071.217385.0.217861.4.4.0.0.0.0.0.0..0.0....0...1c.1.64.ps y-ab..4.0.0....0.9doPKzWoaZE https://www.google.com/search? ei=PoYXW57eC4H48QWR34jICQ&q=Gather+and+provide+information+in+resp onse+to+workplace+requirements&oq=Gather+and+provide+information+in+r esponse+to+workplace+requirements&gs_l=psyab.3...269128.274231.0.274483.2.2.0.0.0.0.1882.2083.2-1j81.2.0....0...1c.1.64.psy-ab..0.1.1882...35i39k1.0.OWdZ2ZFN3kE

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LEARNING OUTCOME NO. 2 (Participate in workplace meetings and discussions) Contents: 1. 2. 3. 4.

Participate in workplace meetings and discussions Perform routine workplace duties following simple written notices Written communication Technology relevant to the enterprise and the individual’s work responsibilities

Assessment Criteria 1. Team meetings are attended on time 2. Own opinions are clearly expressed and those of others are listened to without interruption 3. Meeting inputs are consistent with the meeting purpose and established protocols 4. Workplace interactions are conducted in a courteous manner 5. Questions about simple routine workplace procedures and maters concerning working conditions of employment are asked and responded to 6. Meetings outcomes are interpreted and implemented. Conditions The participants will have access to: 1. Fax machine 2. Telephone 3. Writing materials 4. Internet Assessment Method: 1.Direct Observation 2.Oral interview and written test

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Learning Experiences Learning Outcome 2 (Participate in workplace meetings and discussions) Learning Activities

Special Instructions

Read Information Sheet #1.2-1 on

Read and understand the information carefully about Participate in workplace meetings and discussions

Participate in workplace meetings and discussions Answer Self-Check # 1.2-1 and compare your answers from answer key #1.2-1

Perform Task Sheet # 1.2-1

Read Information Sheet #1.2-2 on Perform routine workplace duties following simple written notices Answer Self-Check # 1.2-2 and compare your answers from answer key #1.2-2

Perform Task Sheet # 1.2-2

Read Information Sheet #1.2-3 on Written communication Answer Self-Check # 1.2-3 and compare your answers from answer key

CBLM on Basic Competency Practice in Workplace Communication

You must get a rating of 100% in the self-check activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.2-1 Have your trainer evaluate your performance Read and understand the information carefully about Perform routine workplace duties following simple written notices You must get a rating of 100% in the self-check activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.2-2 Have your trainer evaluate your performance Read and understand the information carefully about Written communication You must get a rating of 100% in the self-check activity, if you get below

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#1.2-3

100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.2-3 Have your trainer evaluate your performance Read and understand the information carefully about Technology relevant to the enterprise and the individual’s work responsibilities

Perform Task Sheet # 1.2-3

Read Information Sheet #1.2-4 on Technology relevant to the enterprise and the individual’s work responsibilities Answer Self-Check # 1.2- and compare your answers from answer key #1.2-4

Perform Task Sheet # 1.2-4

CBLM on Basic Competency Practice in Workplace Communication

You must get a rating of 100% in the self-check activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.2-4 Have your trainer evaluate your performance After doing all activities of this LO , you are ready to proceed to the next LO on ________________________

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Information Sheet # 1.2-1 (Participate in workplace meetings and discussions) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand on how to Participate in workplace meetings and discussions. Introductory Paragraph Participate at Work Every workplace will have staff meetings/team meetings, formal and informal discussions. When a business places a proper value on the time spent by people preparing for and attending meetings, it is quickly seen that they are a very expensive exercise. Have you ever been to one of those meetings where no objectives were met, no actions were agreed upon and generally it was a complete waste of your time? Effective meeting procedures are essential to ensure that the maximum output is gained from a meeting. (Body) Purpose of Meetings A CLEARLY DEFINED PURPOSE TO YOUR MEETING – Ask questions such as; Why are we meeting? What are we trying to achieve? Are we meeting for meetings sake? However, consider that at times the purpose of bringing people together for a meeting may be to achieve other important interpersonal objectives like team building, brain storming or group problem solving. Make sure that you clearly communicate the meeting purpose well before hand, this gives attendees time to gather ideas or research issues prior to attending the meeting. ADVISE PEOPLE OF THE MEETING IN TIME FOR THEM TO BE ABLE TO ATTEND – It is amazing how often key people are left out of meetings or are not able to attend simply due to a lack of planning and sufficient notice. SET AN AGENDA – An agenda aims to keep discussions on track and to keep everyone focused on the issues. The agenda should be distributed to attendees before the meeting. START AND FINISH ON TIME – Make sure the meeting starts and finishes on time so participants feel that their time is valued and that they can plan for effective meeting participation to fit within their work load.

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MANAGE THE PARTICIPANTS – It is important that every person feels their attendance and contribution is valued. People must be given the opportunity to express their opinion as well as recognizing they must also listen to others without interruption. Clear conflict management strategies must be in place. Self- Check # 1.2-1 (Participate in workplace meetings and discussions) (Identification): Identify what is being asked in each number. 1. Considering that at times the purpose of bringing people together for a meeting may be to achieve other important interpersonal objectives like team building, brain storming or group problem solving. 2. Aims to keep discussions on track and keep everyone focused on the issues. 3. It is important that every person’s feels their attendance and contribution is valued. People must be given the opportunity to express their opinions as well as organizing they must also listen to others without interruptions. 4. Make sure the meeting starts and finishes on time.

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ANSWER KEY # 1.2-1 (Participate in workplace meetings and discussions) 1. 2. 3. 4.

A clearly defined purpose to your meeting Set an agenda Manage the participants Starts and finish on time

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Information Sheet # 1.2-2 (Perform routine workplace duties following simple written notices) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand on how to perform routine workplace duties following the simple written notices. (Introductory Paragraph) Participate at Work Every workplace will have staff meetings/team meetings, formal and informal discussions. When a business places a proper value on the time spent by people preparing for and attending meetings, it is quickly seen that they are a very expensive exercise. Have you ever been to one of those meetings where no objectives were met, no actions were agreed upon and generally it was a complete waste of your time? Effective meeting procedures are essential to ensure that the maximum output is gained from a meeting. WRITTEN DOCUMENTS INCLUDES: 1. dockets with customer/client details 2. enterprise-specific data 3. industry network details 4. instructions 5. labels, symbols, signs, tables and simple graphs 6. notes, rosters and messages 7. organizational policies and procedures 8. OHS information and safety material 9. patient treatment sheets, cage cards and client notices 10.

personnel information

11.

standard operating procedures

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Self- Check # 1.2-2 (Perform routine workplace duties following simple written notices) (Enumeration): (Instruction) Give the different written documents include in simple written documents.

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ANSWER KEY # 1.2-2 (Participate in workplace meetings and discussions)

1. dockets with customer/client details 2. enterprise-specific data 3. industry network details 4. instructions 5. labels, symbols, signs, tables and simple graphs 6. notes, rosters and messages 7. organizational policies and procedures 8. OHS information and safety material 9. patient treatment sheets, cage cards and client notices 10.

personnel information

11.

standard operating procedures

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Information Sheet # 1.2-3 (Written communication) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand about written communication. (Introductory Paragraph) Written communication involves any type of interaction that makes use of the written word. Communication is a key to any endeavor involving more than one person. Communicating through writing is essential in the modern world and is becoming ever more so as we participate in what is now commonly called the information age. In fact, written communication is the most common form of business communication. It is essential for small business owners and managers to develop effective written communication skills and to encourage the same in all employees. The information age has altered the ways in which we communicate and placed an increasing emphasis on written versus oral communications. (Body)

ADVANTAGES OF WRITTEN COMMUNICATION: 

 





Easy to preserve: The documents of written communication are easy to preserve. Oral and non-verbal communication cannot be preserved. If it is needed, important information can be collected from the preserved documents. Easy presentation of complex matter: Written communication is the best way to represent any complex matter easily and attractively. Permanent record: The documents of written communication act as a permanent record. When it is needed, important information can be easily collected from the preserved documents. Prevention of wastage of time and money: Written communication prevents the waste of money and time. Without meeting with each other the communicator and communicate can exchange their views. Accurate presentation: Through the documents of the written communication top executive can present the information more accurately and clearly. As it is a legal document everybody takes much care does draft it.

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 

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

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

Use as a reference: If it is needed, written communication can be used as future reference. Delegation of authority: Written communication can help the authority to delegate the power and authority to the subordinate. It is quite impossible to delegate power without a written document.  Longevity: Written document can be preserved for a long time easily. That is why; all the important issues of an organization should be back and white.  Effective communication: Written communication helps to make communication effective. It is more dependable and effective than those of other forms of communication. Maintaining image: Written communication helps to maintain the images of both the person and the organization. It also protects the images of the company or organization. Proper information: It is a proper and complete communication system. There is no opportunity to include any unnecessary information in a written document. Less distortion possibility: In this communication system information is recorded permanently. So, there is less possibility of distortion and alteration of the information. No opportunity to misinterpret: there is any opportunity to misinterpret the information or messages of written communication. Controlling tool: Written communication can help to control the organizational activity. The written document may be used as a tool for controlling. Easy to verify: The information and messages that are preserved can be verified easily. If there arises any misunderstanding any party can easily verify the information. Others: Clear understanding, Legal document, Acceptability, Reduction of risk, Creating confidence, Easy circulation, Wide access or coverage etc.

Disadvantages of Written Communication 

Expensive: Written communication is comparatively expensive. For this communication paper, pen, ink, typewriter, computer and a large number of employees are needed.

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

 

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 

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Time consuming: Written communication takes time to communicate with others. It is a time consuming media. It costs the valuable time of both the writer and the reader. Red-Taoism: Red-Taoism is one of the most disadvantages of written communication. It means to take time for approval of a project. Useless for illiterate person: It messages receiver is illiterate, written communication is quite impossible. This is major disadvantage written communication. Difficult to maintain secrecy: It is an unexpected medium to keep business secrecy. Secrecy is not always possible to maintain through written communication. Because here needs to discuss everything in black and white. Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of flexibility is one of the most important limitations of written communication. Delay in response: It takes much time to get a response from the message receiver; prompt response is not possible in case of written communication that is possible in oral communication. Delay in decision making: Written communication takes much time to communicate with all the parties concerned. So the decision maker cannot take decisions quickly. Cost in record keeping: It is very difficult and expensive to keep all the records in written communication. Complex words: Sometimes the writer uses complex words in writing a message. It becomes difficult to meaning out to the reader. So the objectives of the communication may lose. Lack of direct relation: If there is no direct relation between the writer and the reader, writer communication cannot help to establish a direct relation between them. Other: Prompt feedback is impossible, Slowness, Bureaucratic attitude, Understanding problem between boos and subordinates, lack in quick clarification and correction, formality problem, lack of personal intimacy, etc.

Self- Check # 1.2-3 CBLM on Basic Competency Practice in Workplace Communication

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(Written Communication) (Type of Test): (Instruction) 1. ________ is a key to any endeavor involving more than one person. 2. _________is essential in the modern world and is becoming ever more so as we participate in what is now commonly called the information age. 3. It is essential for small business owners and managers to develop effective written communication skills and to encourage the same in all employees. 4. . __________involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. 5. Written communication is the best way to represent any complex matter easily and attractively. 6. If it is needed, written communication can be used as future reference. 7. The information and messages that are preserved can be verified easily. If there arises any misunderstanding any party can easily verify the information. 8. Written communication takes time to communicate with others. 9. It takes much time to get a response from the message receiver; prompt response is not possible in case of written communication that is possible in oral communication. 10. Sometimes the writer uses complex words in writing a message. It becomes difficult to meaning out to the reader. So the objectives of the communication may lose.

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ANSWER KEY # 1.2-3 (Written Communication) 1. 2. 3. 4. 5. 6. 7. 8.

Communication Communicating through writing Written Communication Effective writing Easy presentation of complex matter Use as reference Easy to verify Time Consuming

9. Delay in Response 10.

Complex Word

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REFERENCES FOR FURTHER READING https://www.google.com/search? ei=y6sXW5_GOMnd8QXHmorQBw&q=4.%09Technology+relevant+to+the+enterpri se+and+the+individual %E2%80%99s+work+responsibilities&oq=4.%09Technology+relevant+to+the+enter prise+and+the+individual%E2%80%99s+work+responsibilities&gs_l=psyab.3...7626.7626.0.8524.1.1.0.0.0.0.222.222.2-1.1.0....0...1c.1.64.psyab..0.0.0....0.tzaXhRmVdM4 https://www.google.com/search? ei=xasXW5OsJMev8QWF3KfYCQ&q=written+communication&oq=Written+commu nication&gs_l=psyab.1.0.0i131i67k1j0i7i30k1j0i67k1j0i7i30k1l6j0i67k1.347.650.0.3745.3.3.0.0.0.0. 354.354.3-1.1.0....0...1c.1.64.psy-ab..2.1.352....0.Ew1EFX2qtAg https://www.google.com/search?ei=IJ8XW4KzMcSW8QXSmYACg&q=Perform+routine+workplace+duties+following+simple+written+notices&oq= Perform+routine+workplace+duties+following+simple+written+notices&gs_l=psyab.3..0i71k1l8.0.0.0.11397.0.0.0.0.0.0.0.0..0.0....0...1c..64.psyab..0.0.0....0.9c2wDBs2VAE https://www.google.com/search?source=hp&ei=ipsXWepA4H38gW7t7rYDQ&q=Participate+in+workplace+meetings+and+discussions&oq =Participate+in+workplace+meetings+and+discussions&gs_l=psyab.3..0.1488.1488.0.2722.3.2.0.0.0.0.230.230.2-1.2.0....0...1c.1.64.psyab..1.2.425.6..35i39k1.195.zdMOOsgfZ2I https://training.gov.au/Training/Details/ACMGAS202A https://www.google.com/search? ei=6acXW90eibHxBa3Fu_AO&q=Written+notices+and+instructions+are+read+and +interpreted+correctly.&oq=Written+notices+and+instructions+are+read+and+inter preted+correctly.&gs_l=psyab.3..35i39k1.4800.4800.0.5212.1.1.0.0.0.0.296.296.2-1.1.0....0...1c.1.64.psyab..0.1.280....0.DocJOUpYx9o

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

Date Revised:

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Revision # 02

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LEARNING OUTCOME NO. 3 (Complete relevant work related documents) Contents: 1. Complete work related documents 2. Organizational policies 3. Basic mathematical processes of addition, subtraction, division and multiplication 4. Estimate, calculate and record routine workplace measures Assessment Criteria 1. Range of forms relating to conditions of employment are completed accurately and legibly 2. Workplace data is recorded on standard workplace forms and documents 3. Basic mathematical processes are used for routine calculations 4. Errors in recording information on forms/ documents are identified and properly acted upon 5. Reporting requirements to supervisor are completed according to organizational guidelines Conditions The participants will have access to: 1. Fax machine 2. Telephone 3. Writing materials 4. Internet Assessment Method: 1.Direct Observation 2.Oral interview and written test

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

Date Revised:

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Revision # 02

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Learning Experiences Learning Outcome 3 (Complete relevant work related documents) Learning Activities

Special Instructions

Read Information Sheet #1.3-1 on

Read and understand the information carefully about Complete work related documents

Complete work related documents Answer Self-Check # 1.3-1 and compare your answers from answer key #1.3-1

Perform Task Sheet # 1.3-1

Read Information Sheet #1.3-2 on Organizational policies Answer Self-Check # 1.3-2 and compare your answers from answer key #1.3-3

Perform Task Sheet # 1.3-2

CBLM on Basic Competency Practice in Workplace Communication

You must get a rating of 100% in the self-check activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.3-1 Have your trainer evaluate your performance Read and understand the information carefully about Organizational policies You must get a rating of 100% in the self-check activity, if you get below 100% rating, go over to the same activities, but if you get the required rating, then proceed to the next activities/LO. Evaluate the demonstration of task using the Performance Criteria Checklist #1.3-2 Have your trainer evaluate your performance After doing all activities of this LO , you are ready to proceed to the next LO on ________________________

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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Information Sheet # 1.3-2 (Organizational Policies) Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be able to: 1. Understand about organizational Policies. (Introductory Paragraph) A set of policies are principles, rules, and guidelines formulated or adopted by an organization to reach its long-term goals and typically published in a booklet or other form that is widely accessible. Policies and procedures are designed to influence and determine all major decisions and actions, and all activities take place within the boundaries set by them. Procedures are the specific methods employed to express policies in action in day-today operations of the organization. Together, policies and procedures ensure that a point of view held by the governing body of an organization is translated into steps that result in an outcome compatible with that view. What is a workplace policy?  A policy is a statement which underpins how human resource management issues will be dealt with in an organization. It communicates an organization’s values and the organization’s expectations of employee behaviours and performance. Workplace policies often reinforce and clarify standard operating procedure in a workplace. Well written policies help employers manage staff more effectively by clearly defining acceptable and unacceptable behaviour in the workplace, and set out the implications of not complying with those policies. A workplace policy consists of a statement of purpose and one or more broad guidelines on action to be taken to achieve that purpose. The statement of purpose should be written in simple terms, free of jargon. The length of the policy may vary depending on the issue it addresses.

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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A policy may allow discretion in its implementation and the basis of that discretion should be stated as part of the policy. A policy may also be required where there is a diversity of interests and preferences, which could result in vague and conflicting objectives among those who are directly involved. Not all workplace issues require a policy. Many routine matters can be dealt with through simple workplace procedures and processes being put in place. Benefits of having workplace policies  Well-written workplace policies:           

are consistent with the values of the organization comply with employment and other associated legislation demonstrate that the organization is being operated in an efficient and businesslike manner ensure uniformity and consistency in decision-making and operational procedures add strength to the position of staff when possible legal actions arise save time when a new problem can be handled quickly and effectively through an existing policy foster stability and continuity maintain the direction of the organization even during periods of change provide the framework for business planning assist in assessing performance and establishing accountability clarify functions and responsibilities

Developing and introducing workplace policies  Step 1 – Management Support It is crucial to have senior management support for the implementation or modification of a policy, especially where policies relate to employee behaviour. The endorsement and modelling of the behaviour by senior managers and supervisors will encourage staff to take the policies seriously. While management support for a policy is an important first step before actively seeking employee feedback on a proposed policy, the idea for the policy and some of its details may in fact come from staff.

Step 2 - Consult with staff

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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Involve staff in developing and implementing workplace policies to promote stronger awareness, understanding and ownership of the outcome. Staff involvement also helps to determine how and when the policies might apply, and can assist in identifying possible unintentional outcomes of the policy. Step 3 - Define the terms of the policy Be explicit. Define key terms used in the policy at the beginning so that employees understand what is meant. The policy should explain what is acceptable and unacceptable behaviour in the workplace. You may wish to include specific examples to illustrate problem areas or unacceptable types of behaviours. For example: Step 4 - Put the policies in writing and publicise them To be effective, policies need to be publicised and provided to all existing and new employees. This includes casual, part-time and full-time employees and those on maternity leave or career breaks. Policies should be written in plain English and easily understood by all employees. Consider translating the policies into the appropriate languages for employees whose first language is not English. Ensure all staff understand what the policies mean. Explain how to comply with the policies and the implications of not complying. Step 5 - Training and regular referral The policies may be explained to staff through information and/or training sessions, at staff meetings and during induction sessions for new staff. They should also be reiterated and discussed with staff regularly at staff meetings to ensure they remain relevant. Copies of policies should be easily accessible. Copies may be kept in folders in a central location or staff areas, in staff manuals and available on the organization's intranet system. Step 6 – Implementation It is important that policies are applied consistently throughout the organization. A breach of a policy should be dealt with promptly and according to the procedures set out in the policy. The consequence of the breach should also suit the severity of the breach – whether it be a warning, disciplinary action or dismissal. Review policies regularly to ensure they are current and in line with any changes within the organization. Where policies are significantly changed they should be re-issued to all staff and the changes explained to them to ensure they understand the organization's new directions. These changes should also be widely publicized.

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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Self- Check # 1.3-2 (Organizational Policies) (Identification): (Instruction) 1. ___________ is a statement which underpins how human resource management issues will be dealt with in an organization 2. ___________consists of a statement of purpose and one or more broad guidelines on action to be taken to achieve that purpose.

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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3. It is crucial to have senior management support for the implementation or modification of a policy, especially where policies relate to employee behaviour. 4. Involve staff in developing and implementing workplace policies to promote stronger awareness, understanding and ownership of the outcome. 5. Ensure all staff understands what the policies mean. Explain how to comply with the policies and the implications of not complying. Enumeration 1-6 Enumerate the steps in introducing workplace policies

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

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ANSWER KEY # 1.3-2 (Organizational Policies) 1. 2. 3. 4. 5.

Policy Workplace Policy Management Support Consult with staff Put the policies in writing and publicize them

1. 2. 3. 4. 5. 6.

Management support Consult with Staff Define the terms of policy Put the policies in writing and publicize them Training and regular referral Implementation

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

Date Revised:

MAY 2020

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REFRENCES FOR FURTHER READING https://www.google.com/search? ei=gecXW4H1K8mg0gSitI6YDw&q=Basic+mathematical+processes+of+additio n%2C+subtraction %2C+division+and+multiplication&oq=Basic+mathematical+processes+of+add ition%2C+subtraction%2C+division+and+multiplication&gs_l=psyab.3..0i71k1l8.0.0.0.60836.0.0.0.0.0.0.0.0..0.0....0...1c..64.psyab..0.0.0....0.DgwgPTXnxmI https://thebusinesscommunication.com/advantages-and-disadvantages-ofwritten-communication/

CBLM on Basic Competency Practice in Workplace Communication

Document No. SMATI-BC1 Date Developed: MAY 2018 Developed by: VANESSA B. FERRER,LPT

Date Revised:

MAY 2020

Revision # 02

Page 1 of 61