1 BASIC COMPETENCY Participate in Workplace Communication

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Sector: TOURISM (HOTEL AND RESTAURANT)

Qualification: BARTENDING NC II

Unit of Competency: BASIC: Participate in Workplace Communication

Module Title: PARTICIPATE IN WORKPLACE COMMUNICATION

Prepared by: SPCD Faculty

Technical Education and Skills DevelopmentAuthority

SAMSON POLYTECHNIC COLLEGE OF DAVAODavao City

How to use this Competency- Based LearningMaterial

Code No Participation inWorkplace

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COMPETENCY BASED

LEARNING MATERIALS


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Welcome to the learners guide for the module: Participate in WorkplaceCommunication. This learning material contains activities for you to complete.

The unit of competency Participate in Workplace Communication

contains the knowledge, skills and attitudes required for BARTENDING NC II asBASIC Unit of Competency.

You are required to go through a series of learning activities in order tocomplete each learning outcomes of the module. In each learning outcome thereare Instruction Sheets to help you better understand the required activities.Follow these activities on your own and answer the self-check at the end of eachlearning outcome. You may remove a blank answer sheet at the end of eachmodule (or get from your facilitator/trainer) to write your answers for each self-check. If you have questions, dont hesitate to ask your facilitator for assistance.

Instruction sheets:

Information Sheet This will provide you with information (Concepts,

principles and other relevant information) needed in performing certainactivities.

Job Sheet This is designed to guide you how to do job that will contribute

to the attainment of the learning outcome.

Assignment Sheet The assignment sheet is a guide used to enhance

(follow up) what you have learned in the information sheet, operation sheetor job sheet.

Worksheet are the different forms that you need to fill up in certain

activities that you performed

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills coveredin this learners guide because you have:

Been working for some time

Already completed training in this area

If you can demonstrate to your trainer that you are competent in aparticular outcome, you dont have to do the same training again.

Talk to your trainer about having them formally recognized. If you have aqualification or certificate of competence from previous training, show it to yourtrainer. If the skills you acquired are still current and relevant to the unit/s ofcompetency they may become part of the evidence you can present for RPL. Ifyou are not sure about the accuracy of your skills discuss this with your trainer.


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After completing this module ask your trainer to assess your competency.Result of your assessment will be recorded in your competency profile. All thelearning activities are designed for you to complete at your own pace.

Inside this learners guide you will find the activities for you to complete andat the back are the relevant information sheets for each learning outcome. Eachlearning outcome may have more than one learning activities.

At the back of this learners guide is a Learners Diary. Use this diary torecord important dates, jobs undertaken and other workplace events that willassist you in providing further details to your trainer or an assessor. A Record ofAchievement is also provided for your trainer to complete once you complete themodule.

LEARNING MODULE


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UNIT OF COMPETENCY:

BASIC: PARTICIPATE IN WORKPLACECOMMUNICATION

MODULE TITLE:

PARTICIPATE IN WORKPLACECOMMUNICATON

Competency-Based Learning Material


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PARTICIPATE IN WORKPLACECOMMUNICATION

Prepared and Compiled By:

INSTRUCTIONS

PRE-REQUISITE MODULES. Before you start this Module, you must alreadyhave finished the Modules on the following:

Develop and update industry knowledge, Observe workplace hygieneprocedures and perform workplace and safety practices


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In this module you will learn and practice how to PARTICIPATE IN WORKPLACECOMMUNICATION. To do this, you must do the following activities:

1. Read and analyze carefully the elements, performance criteria and range

of variables of the unit of competency: Participate in WorkplaceCommunication

2. Follow the Instructions/ Learning Steps of each Activity Sheet found beforeeach Learning Outcome of this module.

3. After performing all the activities, ask trainer for the feed backing if you areready to undergo assessment.

4. When you are ready, ask your facilitator for an assessment.

MODULE DESCRIPTOR:

This module covers the knowledge, skills and attitudes in Participate inWorkplace Communication.

LEARNING OUTCOMES:

Upon completion of this module, you should be able to:

Learning Outcome 1: Obtain and convey workplace communication

Learning Outcome 2:

Learning Outcome 3:

Participate in workplace meetings and discussions

Complete relevant work related documents

PREREQUISITE KNOWLEDGE AND SKILLS:

Trainee must have already finished the following modules:

N o n e

LEARNING OUTCOME NO. 1:

OBTAIN AND CONVEY WORKPLACE COMMUNICATION

Learning Activity 01:


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Learning Steps Resources

1. Read Info Sheet on OBTAININGAND CONVEYINGWORKPLACE

COMMUNICATION

2. Perform Self Check Questionnaire.

3. Refer to Answer Key.

4. After finishing this LearningActivity, proceed to the next one.

Info Sheet 1: OBTAINING ANDCONVEYING WORKPLACECOMMUNICATION

Self Check Questionnaire 1.

Answer Key 1.

Information Sheet 1:

Effective Communication in the Workplace

Why is communication important in management and leadership?

Communication is essential for effective functioning in every part of anorganization. Although marketing, production, finance, personnel, and


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maintenance departments may receive direction from corporate goals andobjectives, communication links them together and facilitates organizationalsuccess. The importance of effective communication for managers cannot beoveremphasized for one specific reason: everything a manager does, involvescommunicating. Communication is needed to increase efficiency, satisfy

customers, improve quality, and create innovative products.

Effective communication is so important for organizational success that not onlymanagers, but also their employees must be effective communicators. One role ofa manager is to help employees improve their communication skills. When allmembers of a team, department, or organization are able to communicateeffectively with each other and with people outside their group, they are muchmore likely to perform well. The successful manager, therefore, needs effectivecommunication skills.

What is communication?

Communication is the sharing of information between two or more individuals orgroups to reach a common understanding. The most important part of thisdefinition is that the information or ideas conveyed must be understood. To seewhat this definition means in practice, consider giving or receiving incompleteinformation. With only a partial understanding, problems will occur.

Good communication is often incorrectly defined by the communicator asagreement instead of clarity of understanding. If someone disagrees with us, wemay often assume the person just did not fully understand our position; but aperson can clearly understand us and simply not agree. In fact, when a managerconcludes that a lack of communication must exist because a conflict betweentwo employees has continued for a long time, a closer look often reveals that, tothe contrary, plenty of effective communication is going on. Each fullyunderstands the other's position, but their communication does not necessarilyproduce agreement.

What are the two phases of the communication process?

The communication process consists of two phases.

the transmission phase the feedback phase

In the transmission phase, information is sent from one individual or group-thesender-to another individual or group-the receiver. In the feedback phase, acommon understanding is assured.

What is the transmission phase of communication?


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To begin the transmission phase, the sender decides on the message, which isthe information the sender wants to communicate. The sender translates themessage into symbols or language, a process called encoding. Once encoded, amessage is transmitted through a medium to the receiver. The medium is simplythe pathway, such as a phone call or letter, through which an encoded message is

transmitted to a receiver.

What is the feedback phase of communication?

The feedback phase is initiated by the receiver, who becomes the new sender.The receiver decides what message to send to the original sender (now the newreceiver), encodes it, and transmits it through a chosen medium. The messagemight contain a confirmation that the original message was received andunderstood, or a restatement of the original message to make sure that it wascorrectly interpreted, or a request for more information.

How does perception impact communication?

Perception is the process through which people select, organize, and interpretsensory input to give meaning and order to the world around them. Perception isinherently subjective and influenced by people's personalities, values, attitudes,moods, experience, and knowledge. When senders and receivers communicatewith each other, they are doing so based on their own subjective perceptions.

Perception plays a central role in communication and affects both transmissionand feedback. The encoding and decoding of messages and even the choice of amedium hinge on the perceptions of senders and receivers.

What is nonverbal communication?

The encoding of messages into words, written or spoken, is verbalcommunication. Nonverbal communication includes all messages encodedwithout using written or spoken language. Nonverbal communication sharesinformation through facial expressions, body language, and even style of dress.Physical elements such as buildings, office furniture, and space also conveymessages. Office arrangements convey status, power, and prestige.

Pay close attention to nonverbal behaviors when communicating. Learn tocoordinate your verbal messages with your nonverbal behavior and to besensitive to what your employees, managers, and peers are saying nonverbally. Itis easy to underestimate the powerful impact that nonverbal communication hason the perceptions of others. Nonverbal messages can undermine contrary verbalor written messages. A message can be given meaning only in a context, andcues or signals are easy to misinterpret.

When should I use one-to-one (face-to-face) communication?


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Most of a manager's communication time is spent one-on-one, or face-to-face,with employees. Face-to-face communication provides immediate feedback and isthe richest information medium because of the many information channelsavailable through voice, eye contact, posture, blush, and body language. It is theappropriate medium for delegating tasks, coaching, disciplining, instructing,

sharing information, answering questions, checking progress toward objectives,and developing and maintaining interpersonal relations. Managers also spendone-on-one, face-to-face time communicating with their managers, colleagues,and peers.

When should I communicate via the telephone?

Telephone or spoken communications electronically transmitted provide only thecue of voice inflection, not the visual cues available from face-to-face interaction.The amount of time spent on the telephone varies greatly with the job. Beforemaking any call, you should always set an objective and write down what you plan

to discuss. Use the paper to write notes during the call. The telephone is theappropriate medium for quick exchanges of information and for monitoringprogress. It is especially useful for saving travel time, but it is inappropriate forpersonal matters like discipline.

When should I use written communication?

Individually addressed written communications convey only the cues written onpaper and are slow to provide feedback, although they can be personalized.Written communications meant for a group of people are the lowest in richness,as they are not focused on a single receiver, use limited information cues, and donot permit easy feedback. They do, however, provide documentation that theinformation has been provided.

You and your employees can ask certain questions before sending messagesinside and outside the organization.

How does technology affect communication?

Exciting advances in information technology have dramatically increased thespeed of communication. You can now communicate more easily with your teams

and can access information more quickly to make decisions. In order to becompetitive, you should keep abreast of the latest advances in informationtechnology. But you should not adopt these or other advances without firstcarefully considering whether and how the technology advance in question mightimprove communication and performance in your particular groups, teams,departments, or organization.

What are the different types of communication networks?


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The pathways along which information flows throughout an organization are calledcommunication networks. The type of communication network that exists in agroup depends on the nature of the group's tasks and the extent to which groupmembers need to communicate with each other in order to achieve group goals.Four kinds of communication networks that can develop in groups and teams are:

wheel chain

circle

all-channel

Workplace communication skills are not acquired in a day but it reallyneeds practice and will to do it from inside. Effective workplace communicationnot only helps you in saying and expressing yourself correctly but also one of theladders to grab higher position. Effective workplace communication skills presentyou and your thoughts as a perfect person for the job. So communicating properlyand in a right way is important in every sphere of life.

Organize Your Thoughts

If you are not an organized person then before speaking it is better to manageand organize what your are going to speak. If it is an instant talk then you canspeak at slow speed (but it should not be too slow) so that you can work on yourthought. But if you have time then it is better to manage your thoughts first. Likeyou can pen down what you are thinking and then arrange them in an order sothat it becomes an effective workplace communication.

Listen and Observe Things

Check the people around you who talk effortlessly and very effectively. Observewhat and how they are presenting their thoughts while speaking to others bothprofessionally and personally. Then ask yourself certain questions based on thiswhether you are confident enough to present your thoughts and ideas in a similarmanner or not. Do not try to copy but find out the difference between and work onthe gap.

Do not React Immediately

You are into a conversation and other person is saying something on which yourreaction is required. Make sure that you do not interrupt in between the talk. Wait,manage your words and then speak. Think about positive as well as negativepoints.


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Read a Lot

This is absolutely necessary and true that if you have knowledge then you canspeak effectively and so reading should be considered as an important and

effective workplace communication skill. By reading quality articles not onlyrelated to your job but also on other issues will help you a lot in gaining knowledgeon diverse topics. Therefore after regular reading you will have so many thingsand thoughts to share.

Be Confident

It is your first time when you will be facing the audience while delivering a speech.You are nervous, which is obvious. But apart from this you will have to be

confident. Think about all the positive points and person you think has a positiveinfluence on your life. This will give boost to your confidence.

Have Right Body Language

Now you have all the above mentioned qualities but this one is missing. It meansthat you are destroying all other things as it is an icing on the cake. You bodylanguage must be parallel to your communication and this is also considered asan effective workplace communication skill. Maintain the right posture and stiffshoulders to show that you are ready for the conversation. At workplace never sit

in a relaxed way.

Have a Good Command on the Language

Now which so ever language you are using to converse in the office you musthave command over that. Make sure to have good vocabulary and ways to frameand re-frame the sentences in various ways.

Apart from this make your personality very appealing for good workplace

communication skills. By following all these you can really improve yourcommunication skills at workplace.

THREE MAIN SKILLS

Employers highlighted three skills needed by all workers: teamwork, flexibility, andcommunication. Since many workplaces are currently organized according to amatrix system, an employee no longer has a specific job. Instead, his or her skillsespecially in graphics, computers, or oral presentationsmake the worker a


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valued member of a team. These three skills are essential for the matrix worker,since he or she must work well with others and be able to switch easily from teamto team, depending on the project. Several companies stressed anotheremployment factor: good attendance. Some employers stressed repeatedly thatweak attendance policies in school are not helping to train workers for the reality

of work policies. A final quality many stressed was a positive attitude in theinterview and on the job. Most would not hire an applicant who lackedenthusiasm.

WRITTEN COMMUNICATION

Oral communication is the mode of choice in most workplaces today; the papermemo is dead, replaced by voice mail, informal conversation, and sometimes E-mail or fax-mail. But two writing tasks still loom before the entry level worker:

Writing reports and filling out forms. For example, many companies these daysare seeking certification in a variety of world class standard programs, like ISO orQS 9000, an automotive quality certification. These certifications requireextensive documentation. Workers have to fill out reports that ask them todescribe exactly what they do and how they do it.

The service industries also fill out countless reports, such as service orders,patient care reports, and lab reports. Some entry-level employees, likeadministrative assistants, may be responsible for compiling or even composingsome parts of a formal report. The smaller the company, the more likely that anadministrative assistant may be asked to do such tasks. Some companies also

like to "grow their own" managers by extending such responsibilities to entry-levelpersonnel, encouraging them to accept the challenge.

ORAL COMMUNICATION

We can see that employees still need written communication skills. Yetinterpersonal oral communication skills are the ones most prized by employers inthe new informal workplace atmosphere. Some employers, even test techniciansin their ability to follow oral directions. Employees who work with the public orclosely with teams need skills in empathy and feedback techniques, especially infields such as customer service, criminal justice, medical, and legal. Criticalthinking and the ability to function as part of a problem-solving group are alsoskills that employers look for. At IBM, for instance, the team members have to selltheir ideas to management to receive funding.

Simple conversational skills are also important in the workplace. Some employersmention telephone etiquette as an important skill. The same annoyances wesuffer from poor voice mail messages are cited by employers, who hate to wastetime tracking down a telephone number to return a message.


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The ability to interview to get important information is also a necessary skill.Service people must interview clients to write a work order. Legal secretaries whowork for small firms often must interview witnesses. Police officers gather detailsof crime, medical office personnel collect information on insurance, and incorrectinformation may lead to trouble or even litigation later on.

Entry-level employees are likely to deliver at least some formal presentations. Themost typical is leading tours. Often this task of leading around groups of CubScouts or teachers falls to those lower on the roster, although executives will leadtours for visiting dignitaries. Even large group presentations are required of someentry-level people. Rookie police officers are assigned DARE and CommunityWatch presentations. They will also have to testify in court. A legal secretary mayhave to ask for a continuance in a courtroom if an attorney is detained acrosstown. An administrative assistant is likely to serve as a greeter and introducespeakers at formal functions.

TECHNOLOGY

Written and oral communication skills are very important in today's high-poweredworkplace, but employees must also be able to use modern technology tocommunicate. The technologies most often used for communication are voicemail, E-mail, fax, and word processing. The employers surveyed preferred theMicrosoft 3-pack of Excel, Word, and PowerPoint, a preference that seems tomirror national trends. Business use of CD-ROM and Internet is more restricted; inmany companies, only certain workstations have access to the Internet. Theassumption is that employees may waste time surfing. Some industries, such as

automotive, store specifications on CD-ROM. The medical and legal field alsoretrieve data from ROM, so students in these programs need to be comfortablewith CD-ROM technology.

10 TIPS TO IMPROVE WORKPLACE COMMUNICATION

Effective Workplace Communication Tips


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1. Set up an atmosphere for communicating. Everyone gets to say what theywant, nobody is punished, and everyone is safe to say what they want with nofear of retribution. Its important to set up an environment where people actuallycan participate freely without having to worry that it will affect their jobs. You cantjust say you have an open door policy; you have to demonstrate that you really

will follow through.

2. Everyone agrees to listen and only person talks at a time. When someonespeaks other people simply listen. There should be no advice giving, rebuttals orcontradicting. Everyone gets a chance to say what they want. Stick to theseguidelines in order to create an atmosphere where people respect each other andcommit to listening to one another without the usual chaos that ensues in regularmeetings.

3. Everyone agrees that there is no such thing as a wrong comment or dumbquestion. Think about how you feel when your point of view is crushed. Its very

important, and productive, to validate peoples input. It doesnt really matterwhether they are wrong or right and you dont have to implement their ideas. Thepoint is simply to help people feel important by accepting their comments.

4. Everyone agrees to talk about the same amount of time. No one personmonopolizes the conversation. No one person is more important than another.Level the playing field by limiting the demoralizing effect of one person standingthere talking endlessly while everyone else is asleep. Make sure everyone hasvoice.

5. We agree to communicate with each other respectfully, with a calm toneof voice, without harsh language and with no derogatory comments. Louder isntalways better or more effective. Its much more enjoyable to talk calmly and giveyourself a chance to relax instead of always being agitated.

6. We agree that any information that is communicated will not be used againstsomeone or to make them feel bad. We promise to not use information to hurtother people and that we will be a workplace that values individuals input.

7. Keep it simple. Say what you mean, say it briefly and constructively. People fallin love

with the sound of their own voices and forget that other people have equallyimportant things to say. Say what you want to say and then get out of the way.Practice saying things briefly, you will eventually get good at it and be able todevote your time to more enjoyable pursuits.

8. Leave any personal agendas out of the meeting. When people come in with apredetermined outcome in mind it tends to derail the whole group.


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9. Keep an open mind and redirect the conversation when you notice thatsomeone is trying to settle a score or is aggressively advocating for a personalissue.

10. Keep it positive. Communication ideally builds a positive atmosphere that

promotes solutions rather than only gripe sessions. Remember to model positivebehavior so that everyone follows your lead. Keep the tone upbeat and peoplewill have a hard time staying cranky.

Once you follow all of these concepts you will be on your way to communicatingeffectively. Each one takes practice and commitment from all parties involved.Practice each area (one at a time) until you master it. At first, you will noticeresistance and people may even think you are nuts. Over time people will enjoythe new, calmer way of doing things and you will get more work

done. When you have mastered all of them you will experience the peace of mind

that comes from communicating effectively.

Read more: http://socyberty.com/work/10-tips-to-improve-workplace-communication/#ixzz0xCB4Y9QC

Communication


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1. is a process that allows organisms to exchange information by severalmethods. Communication requires that all parties understand a commonlanguage that is exchanged with each other.

2. Are the auditory means, such as speaking, singing and sometimes tone ofvoice, and nonverbal, physical means, such as body language, sign

language, paralanguage, touch, eye contact, or the use ofwriting.3.

Language

is a system of symbols and the rules used to manipulate them. Though commonly used as a means of communication among people,

human language is only one instance of this phenomenon.

Nonverbal communication

is the process of transmitting messages without spoken words, sometimescalled body language, messages can be communicated through facialexpressions; gestures; and posture

Body Language

is a term for communication using body movements or gestures instead of,or in addition to, sounds, verbal language or other communication.

Paralanguage

may be expressed consciously orunconsciously, and it includes the pitch,volume, and, in some cases, intonation ofspeech.

It forms part of the category ofparalanguage, which describes all forms ofhuman communication that are not verbal language

Why Communications Skills Are So Important

the purpose of communication is to get your message across to othersclearly.

communication is only successful when both the sender and the receiver

understand the same information as a result of the communication.


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http://en.wikipedia.org/wiki/Languagehttp://en.wikipedia.org/wiki/Nonverbal_communicationhttp://en.wikipedia.org/wiki/Body_languagehttp://en.wikipedia.org/wiki/Sign_languagehttp://en.wikipedia.org/wiki/Sign_languagehttp://en.wikipedia.org/wiki/Paralanguagehttp://en.wikipedia.org/wiki/Hapticshttp://en.wikipedia.org/wiki/Eye_contacthttp://en.wikipedia.org/wiki/Writinghttp://en.wikipedia.org/wiki/Systemhttp://en.wikipedia.org/wiki/Facial_expressionshttp://en.wikipedia.org/wiki/Facial_expressionshttp://en.wikipedia.org/wiki/Gestureshttp://en.wikipedia.org/wiki/Posturehttp://en.wikipedia.org/wiki/Conscioushttp://en.wikipedia.org/wiki/Unconscious_mindhttp://en.wikipedia.org/wiki/Unconscious_mindhttp://en.wikipedia.org/wiki/Pitch_(music)http://en.wikipedia.org/wiki/Volumehttp://en.wikipedia.org/wiki/Intonation_(linguistics)http://en.wikipedia.org/wiki/Speech_communicationhttp://en.wikipedia.org/wiki/Speech_communicationhttp://en.wikipedia.org/wiki/Paralanguagehttp://en.wikipedia.org/wiki/Languagehttp://en.wikipedia.org/wiki/Nonverbal_communicationhttp://en.wikipedia.org/wiki/Body_languagehttp://en.wikipedia.org/wiki/Sign_languagehttp://en.wikipedia.org/wiki/Sign_languagehttp://en.wikipedia.org/wiki/Paralanguagehttp://en.wikipedia.org/wiki/Hapticshttp://en.wikipedia.org/wiki/Eye_contacthttp://en.wikipedia.org/wiki/Writinghttp://en.wikipedia.org/wiki/Systemhttp://en.wikipedia.org/wiki/Facial_expressionshttp://en.wikipedia.org/wiki/Facial_expressionshttp://en.wikipedia.org/wiki/Gestureshttp://en.wikipedia.org/wiki/Posturehttp://en.wikipedia.org/wiki/Conscioushttp://en.wikipedia.org/wiki/Unconscious_mindhttp://en.wikipedia.org/wiki/Pitch_(music)http://en.wikipedia.org/wiki/Volumehttp://en.wikipedia.org/wiki/Intonation_(linguistics)http://en.wikipedia.org/wiki/Speech_communicationhttp://en.wikipedia.org/wiki/Paralanguage


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Although all of us have been communicating with others since our infancy,the process of transmitting information from an individual (or group) to

another is a very complex process with many sources of potential error.

Consider the simple example:

Terry: "I won't make it to work again tomorrow; because I have a morningsickness due to my pregnancy

Boss: Terry, this is the third day you've missed and you have a lot of thingsto do in the house? Who will do this?

Barriers to Effective Communication

The choice of words or language in which a sender encodes a messagewill influence the quality of communication.

language is a symbolic representation of a phenomenon, room forinterpretation and distortion of the meaning exists.


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defensiveness, distorted perceptions, guilt, project, transference,distortions from the past

misreading of body language, tone and other non-verbal forms ofcommunication (see section below)

noisy transmission (unreliable messages, inconsistency)

receiver distortion: selective hearing, ignoring non-verbal cues

FORMS OF COMMUNICATION

a. Verbal - The meaning of words can be altered significantly by changing theintonation of one's voice. Think of how many ways you can say "no"-youcould express mild doubt AND terror. Vocal meanings vary acrosscultures. Intonation in one culture can mean support; another anger

Types of Verbal Communication

1. Speaking Speech communication refers to the processes associated with

the production and perception of sounds used in spokenlanguage.

2. Writing is the representation of language in a textual medium; that is with

the use of signs or symbols. It is distinguished from illustration such as cave drawings and

paintings.

b. Non-Verbal - is facial expressions like smiles, gestures, eye contact, andeven your posture. Nonverbal communication is made up of the followingparts:

o Visual - This often called body language and includes facial

expression, eye movement, posture, and gestures. The face is thebiggest part of this. All of us "read" people's faces for ways tointerpret what they say and feel.

o Tactile - This involves the use of touch to impart meaning as in a

handshake, a pat on the back, an arm around the shoulder, a kiss,or a hug.

o Vocal - The meaning of words can be altered significantly bychanging the intonation of one's voice. Think of how many ways youcan say "no"-you could express mild doubt AND terror. Vocalmeanings vary across cultures. Intonation in one culture can meansupport; another anger. you can make another person morecomfortable with you by selecting and emphasizing certainbehaviors that fit within your personality and resonate with another.

o Use of time, space, and image

o


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Start by Understanding Your Own Communication Style

Good communication skills require a high level of self-awareness. Understanding your personal style of communicating will go a long way

toward helping you to create good and lasting impressions on others.

you can make another person more comfortable with you by selecting andemphasizing certain behaviors that fit within your personality and resonatewith another.

Be An Active Listener

People speak at 100 to 175 words per minute (WPM), but they can listenintelligently at up to 300 words per minute.

gain information, obtain directions, understand others, solve problems,share interest, see how another person feels, show support, etc.

Use Nonverbal Communication

are facial expressions like smiles, gestures, eye contact, and even yourposture.

Give Feedback

what we hear can be amazingly different! is a verbal communications means used to clearly demonstrate you are

actively listening and to confirm the communications between you and

others.

Supportive and effective listener

Stop Talking: Asks the other person for as much detail as he/she canprovide; asks for other's views and suggestions.

Looks at the person, listens openly and with empathy to the employee; isclear about his position; be patient

Listen and Respond in an interested way that shows you understand theproblem and the other's concern

is validating, not invalidating ("You wouldn't understand"); acknowledge

other's uniqueness, importance checks for understanding; paraphrases; asks questions for clarification don't control conversation; acknowledges what was said; let's the other

finish before responding Focuses on the problem, not the person; is descriptive and specific, not

evaluative; focuses on content, not delivery or emotion Attend to emotional as well as cognitive messages (e.g., anger); aware of

non-verbal cues, body language, etc.; listen between the lines React to the message, not the person, delivery or emotion Make sure you comprehend before you judge; ask questions


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Use many techniques to fully comprehend Fight distractions

Communication process

Sender encoding channel decoding receiver feedback context

Source

As the source of the message, you need to be clear about why you're

communicating, and what you want to communicate.

Message

The message is the information that you want to communicate.

Encoding

This is the process of transferring the information you want to communicateinto a form that can be sent and correctly decoded at the other end.


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Your success in encoding depends partly on your ability to convey informationclearly and simply, but also on your ability to anticipate and eliminate sourcesof confusion (for example, cultural issues, mistaken assumptions, and missinginformation.)

Channel

Messages are conveyed through channels, with verbal including face-to-facemeetings, telephone and videoconferencing; and written including letters,emails, memos and reports.

Decoding

Just as successful encoding is a skill, so is successful decoding (involving, forexample, taking the time to read a message carefully, or listen actively to it.

Receiver

Your message is delivered to individual members of your audience. To be a successful communicator, you should consider these before delivering

your message, and act appropriately.

Feedback

Your audience will provide you with feedback, verbal and nonverbal reactionsto your communicated message.

Pay close attention to this feedback, as it is the only thing that allows you to beconfident that your audience has understood your message.

Context

The situation in which your message is delivered is the context.

Effective Use of Questioning

Questioning can.....

arouse curiosity

stimulate interest in the topic clarify concepts emphasize key points enhance problem-solving ability encourage students to think at higher cognitive levels motivate student to search for new information ascertain students knowledge level to aid in modifying instruction


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ASK ONE QUESTION AT A TIME ASK FOCUSED QUESTIONS. AVOID LEADING QUESTIONS. AFTER YOU ASK A QUESTION, WAIT SILENTLY FOR AN ANSWER.

Figure 1. The Five Competencies on Achieving Necessary Skills

Resources: Identifies, organizes, plans, and allocates resources1. Timeselects goal-relevant activities, ranks them, allocates time,

and prepares and follows schedules2. Moneyuses or prepares budgets, makes forecasts, keeps

records, and makes adjustments to meet objectives

3. Material and Facilitiesacquires, stores, allocates, and usesmaterials or space efficiently4. Resourcesassesses skills and distributes work accordingly,

evaluates performance, and provides feedback

Interpersonal: Works with others1. Participates as Member of a Teamcontributes to group effort2. Teaches Others New Skills3. Serves Clients/Customersworks to satisfy customers'

expectations4. Exercises Leadershipcommunicates ideas to justify positions,

persuades and convinces others, responsibly challenges existingprocedures and policies

5. Negotiatesworks toward agreements involving exchange ofresources, resolves divergent interests

6. Works with Diversityworks well with men and women fromdiverse backgrounds

Information: Acquires and uses information1. Acquires and Evaluates Information2. Organizes and Maintains Information3. Interprets and Communicates Information

4. Uses Computers to Process Information

Systems: Understands complex interrelationships1. Understands Systemsknows how social, organizational, and

technological systems work and operates effectively with them2. Monitors and Corrects Performancedistinguishes trends, predicts

impacts on systems operations, diagnoses deviations in systems'performance, and corrects malfunctions

3. Improves or Designs Systemssuggests modifications to existingsystems and develops new and alternative systems to improve


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performance

Technology: Works with a variety of technologies1. Selects Technologychooses procedures, tools or equipment

including computers and related technologies2. Applies Technology to Taskunderstands overall intent and proper

procedures for setup and operation of equipment

3. Maintains and Troubleshoots Equipmentprevents, identifies, orsolves problems with equipment, including computers and othertechnologies

Basic Skills: Reads, writes, performs arithmetical and mathematicaloperations, listens, and speaks

1. Readinglocates, understands, and interprets written informationin prose and in documents such as manuals, graphs, andschedules

2. Writingcommunicates thoughts, ideas, information, andmessages in writing; and creates documents such as letters,directions, manuals, reports, graphs, and flow charts

3. Arithmetic/Mathematicsperforms basic computations andapproaches practical problems by choosing appropriately from avariety of mathematical techniques

4. Listeningreceives, attends to, interprets, and responds to verbal

messages and other cues5. Speakingorganizes ideas and communicates orally

Thinking Skills: Thinks creatively, makes decisions, solves problems,visualizes, knows how to learn, and reasons

1. Creative Thinkinggenerates new ideas2. Decision Makingspecifies goals and constraints, generates

alternatives, considers risks, and evaluates and chooses bestalternative

3. Problem Solvingrecognizes problems and devises and

implements plan of action4. Seeing Things in the Mind's Eyeorganizes, and processes

symbols, pictures, graphs, objects, and other information5. Knowing How to Learnuses efficient learning techniques to

acquire and apply new knowledge and skills6. Reasoningdiscovers a rule or principle underlying the

relationship between two or more objects and applies it whensolving a problem


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Personal Qualities: Displays responsibility, self-esteem, sociability, self-management, integrity and honesty

1. Responsibilityexerts a high level of effort and perseveres towardsgoal attainment

2. Self Esteembelieves in own self-worth and maintains a positiveview of self

3. Sociabilitydemonstrates understanding, friendliness, adaptability,empathy, and politeness in group settings

4. Self Managementassesses self accurately, sets personal goals,monitors progress, and exhibits self-control

5. Integrity/Honestychooses ethical courses of action

a. Barriers to effective communication include:

our choice of channel, whether it be spoken or written word orby illustration

our perception of the message and the perception of thereceiver

the self-esteem of both the sender and receiver

the attitudes of both the sender and receiver

the environment in which the communication is taking place.

b. Important components or points of a spoken communicationare:

our facial expression/s contribute 55% of the message

the way we speak contributes 38% of the message (our tone,

volume and

rate of speech)

only 7% of the message is conveyed by the actual words

spoken.

c. Feedback is important when giving or receiving instructionsbecause it makes it clear to both the sender and the receiverthat the message as intended is fully understood.

d. Individual team members can help the team by:

encouraging participation in discussion


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helping communication between individuals and within the

group

listening effectively

respecting other team members point of view

mediating in conflict situations

relieving tension, and

monitoring the group or teams performance.

SELF CHECK QUESTIONNAIRE No. 1


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1. What are the three skills needed by all workers in obtaining and conveyingworkplace communication?

2. The technologies most often used for communication are voice mail, E-mail, fax, and word processing

3. What are the steps in improving communication skills at the workplace?

4. What are the forms of communication?

5. Non-verbal communication is made up of what parts?

6. What is communication?

7. Effective Workplace Communication Tips8. 1. Set up an atmosphere for communicating. Everyone gets to say what

they want, nobody is punished, and everyone is safe to say what they wantwith no fear of retribution. Its important to set up an environment wherepeople actually can participate freely without having to worry that it willaffect their jobs. You cant just say you have an open door policy; youhave to demonstrate that you really will follow through.

9. 2. Everyone agrees to listen and only person talks at a time. Whensomeone speaks other people simply listen. There should be no advicegiving, rebuttals or contradicting. Everyone gets a chance to say what theywant. Stick to these guidelines in order to create an atmosphere wherepeople respect each other and commit to listening to one another withoutthe usual chaos that ensues in regular meetings.

10.3. Everyone agrees that there is no such thing as a wrong comment ordumb question. Think about how you feel when your point of view iscrushed. Its very important, and productive, to validate peoples input. Itdoesnt really matter whether they are wrong or right and you dont have toimplement their ideas. The point is simply to help people feel important byaccepting their comments.

11.4. Everyone agrees to talk about the same amount of time. No one personmonopolizes the conversation. No one person is more important thananother. Level the playing field by limiting the demoralizing effect of oneperson standing there talking endlessly while everyone else is asleep.

Make sure everyone has voice.12. 5. We agree to communicate with each other respectfully, with a calmtone of voice, without harsh language and with no derogatory comments.Louder isnt always better or more effective. Its much more enjoyable totalk calmly and give yourself a chance to relax instead of always beingagitated.

13.6. We agree that any information that is communicated will not be usedagainst someone or to make them feel bad. We promise to not useinformation to hurt other people and that we will be a workplace that valuesindividuals input.


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14.7. Keep it simple. Say what you mean, say it briefly and constructively.People fall in love

15. with the sound of their own voices and forget that other people haveequally important things to say. Say what you want to say and then get outof the way. Practice saying things briefly, you will eventually get good at it

and be able to devote your time to more enjoyable pursuits.16.17.8. Leave any personal agendas out of the meeting. When people come in

with a predetermined outcome in mind it tends to derail the whole group.18.9. Keep an open mind and redirect the conversation when you notice that

someone is trying to settle a score or is aggressively advocating for apersonal issue.

19.10. Keep it positive. Communication ideally builds a positive atmospherethat promotes solutions rather than only gripe sessions. Remember tomodel positive behavior so that everyone follows your lead. Keep the toneupbeat and people will have a hard time staying cranky.

20.

e. Non-verbal communication is made up of the following parts:

o Visual - This often called body language and includes facial

expression, eye movement, posture, and gestures. The face is thebiggest part of this. All of us "read" people's faces for ways tointerpret what they say and feel.

o Tactile - This involves the use of touch to impart meaning as in a

handshake, a pat on the back, an arm around the shoulder, a kiss,or a hug.o Vocal - The meaning of words can be altered significantly by

changing the intonation of one's voice. Think of how many ways youcan say "no"-you could express mild doubt AND terror. Vocalmeanings vary across cultures. Intonation in one culture can meansupport; another anger. you can make another person morecomfortable with you by selecting and emphasizing certainbehaviors that fit within your personality and resonate with another.

o Use of time, space, and image -


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ANSWER KEY

1. The following are the three skills needed by employees in obtaining andconveying workplace communication:

a. Teamworkb. Flexibilityc. Communication

2. The technologies often used in communicating are:a. voice mailb. E-mailc. Faxd. word processing

3. The steps in improving communication skills at the workplace are:a. Organize Your Thoughtsb. Listen and Observe Thingsc. Do not React Immediatelyd. Read a Lote. Be Confident

f. Have Right Body Languageg. Have a Good Command on the Language

4. The forms of communication are

a. Verbalb. Non-verbal

5. Nonverbal communication is made up of the following parts:

a. Visual

b. Tactilec. Vocald. Use of time, space, and image

6. Communication is the sharing of information between two or more individuals orgroups to reach a common understanding.

7. The Ten Effective Workplace Communication Tips are:


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Set up an atmosphere for communicating.

Everyone agrees to listen and only person talks at a time.

Everyone agrees that there is no such thing as a wrong comment or

dumb question.

Everyone agrees to talk about the same amount of time

We agree to communicate with each other respectfully, with a calm tone

of voice, without harsh language and with no derogatory comments.

We agree that any information that is communicated will not be used

against someone or to make them feel bad.

Keep it simple

Leave any personal agendas out of the meeting.

Keep an open mind and redirect the conversation when you notice that

someone is trying to settle a score or is aggressively advocating for apersonal issue.

Keep it positive.


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PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSION

Learning Activity 02:

Learning Steps Resources

5. Read Info Sheet onPARTICIPATING INWORKPLACE MEETINGS ANDDISCUSSION

6. Perform Self Check Questionnaire.

7. Refer to Answer Key.

8. After finishing this LearningActivity, proceed to the next one.

9. Info Sheet 2: PARTICIPATING INWORKPLACE MEETINGS ANDDISCUSSION

Self Check Questionnaire 2.

Answer Key 2.


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Information Sheet 2:

Practice Business Meeting Etiquette: Proper Etiquette and Manners

By Donna Reynolds

Business meeting etiquette is basically good common sense, but one that takes alittle practice. If your meeting (as many of them are) is to discuss a business plan,then you'll benefit from being prepared.

Certainly, we can all identify what notto do when planning and/or attending ameeting, but often what we really need is a set of guidelines or rules of etiquette

as to how to do this successfully. Here are some business etiquette tips to help.

Attending a Meeting:

1. Be on time. Always arrive a few minutes before the meeting is set tobegin. This indicates respect for the person planning the meeting andshows that you are organized.

2. Be prepared. Before the meeting, be sure to read any related material orreview policies and procedures that will be addressed. You will be muchbetter able to provide valuable input.

3. Bring a notebook and pen. It's proper manners to give the speaker your

undivided attention. Even if you don't take a single note, this will show thatyou are interested in the agenda and serious about your role at themeeting.

4. Participate. When the chairperson asks for feedback and you feel that youhave something to contribute, be sure to do so. Ask questions as well.

5. Be polite and attentive. Never engage in cross-talk in a meeting and becourteous to the person who has the floor. Listen to what is being said andresist the urge to argue with anyone.

6. Conduct yourself professionally. Meetings are a great place to letpeople know that you are serious and have something to offer. If youdisplay proper etiquette and manners, this message will be sent. Use this

opportunity to demonstrate your knowledge and understanding.7. Thank the chairperson. It's such a little thing, but thanking the person who

organized the meeting is not only good etiquette, it is also a sign of respect.


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Running a Meeting:

1. Plan ahead. If you areresponsible for calling ameeting, plan ahead before

sending out the meetingnotification. Make sure that allinterested parties are invited.

2. Set a clear agenda. In yourmeeting invitation, clearly statethe agenda of the meeting. Listthe action items and request that attendees come prepared to addressthese issues. Attach related documentation for review and request input.

3. Set a time limit. In today's business environment, everyone is busy. Bysetting a clear time limit, you are showing that you respect your coworkers'need for time management as well as your own.

4. Dress professionally. You want to be taken seriously, and appearance isimportant. Even if it is "casual Friday," wear appropriate business apparel.

5. Encourage punctuality. Never be late to your own meeting! Set anexample and plan to be in the room a few minutes before the start time.

6. Manage the meeting. Stick to the agenda and keep an eye on the time.Politely discourage cross-talk and make sure that every person has anopportunity to speak. Move the agenda along, but not so fast as to misskey points. If the meeting goes off-topic, remind the group of the agenda athand and suggest that unrelated matters be addressed at another time.

7. Avoid engaging in petty bickering or arguments. Remain calm anddiplomatic, no matter how heated the discussion may become. Thisportrays your good manners to the group.

8. Summarize. At the end of the meeting, sum up the action items and ifnecessary, request another meeting.


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9. Follow-up. Once the meeting is over, follow up with all attendees. Send alist of action items, resolutions and issues that remain open. Thank peoplefor taking the time to attend, and request feedback.

Types of meetings in an organization are divided into 5 categories.

1- Briefing meetings

2- Business meetings

3- Planning meetings

4- Consultation meetings

5- Review and Evaluation meetings

TEN TIPS IN HAVING A GREAT PROJECT MEETING

1. Inform and remind team of purpose just beforemeeting

By informing attendees just before they are not only less likely to forget it but they

will also come with any material or information needed to support the discussiontopics.

2. Minimize participants

Invite only those who are truly needed. As the number of participants goes up sodoes the tendency to get bogged down. Often, those who are not needed willshow up to obtain any information resulting from the meeting.

3. Establish and follow an agenda

As a rule, every meeting should have an agenda that has at least three points; thetopics, the time allocated for each topic, and the talker, the one who is taking thelead for a given topic.

4. State the purpose and intended outcome

Meeting leaders should not assume that everyone automatically understands themeeting purpose and the desired outcomes. By stating them clearly at thebeginning, it will get the meeting started quickly and keep it on track.


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5. Attempt to involve each team member

Meetings can often get off balance when a few attendees do all the talking anddominate the discussions. The meeting leader should attempt to involve eachmember to ensure that group synergy occurs.

6. Use diagrams, pictures and graphics

The adage, a picture is worth a thousand words is no truer than in meetings.They can reduce meeting durations by as much 28%. Whenever practical,encourage participants to use diagrams, pictures and graphics instead of handingout pages full of text.

7. Park important but unrelated topics

There may be times when an important topic, which is not on the

agenda, will come up. Rather than divert the focus of the meeting, itmay be better to list (park) the topics for another meeting.

8. Record action items, actionees, and due dates

Many times meeting discussions are very interactive but if the results are nottranslated into action items may fail to be productive. Almost every meetingshould conclude with a) a description of actions to be taken, b) who has acceptedthe action, and c) when the action item is to be completed.

9. Issue a brief written meeting summary

Taking a few minutes to document a meeting can go a long way. By summarizinga) who attended, b) main topics discussed, c) conclusions reached, and d)actions to be taken, information will be easily recorded and disseminated.Meeting summaries should be kept to one page containing bullet-typestatements.

10. Periodically measure the effectiveness of the projectmeetings

When project meetings begin being held many meetings will often be the mostineffective due to new participants, circumstances, unfamiliarity with roles, etc. Byperiodically measuring a meetings effectiveness, they can often be brought to ahigher level of efficiency.

SELF CHECK QUESTIONNAIRE


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1. Give ten (10) Effective Workplace Communication Tips

2. What are the examples of nonverbal, physical means ofcommunication?

3. What are the 5 categories in terms of types of organizational meetings?

4. Name business etiquette tips in attending a meeting

5. What are the good etiquettes in attending meetings in the work place?

ANSWER KEY

1. The ten tips of effective workplace communication are thefollowing:

Set up an atmosphere for communicating.

Everyone agrees to listen and only person talks at a time.

Everyone agrees that there is no such thing as a wrong comment or

dumb question.

Everyone agrees to talk about the same amount of time.


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5. We agree to communicate with each other respectfully, with a

calm tone of voice, without harsh language and with no derogatorycomments.

We agree that any information that is communicated will not be used

against someone or to make them feel bad.

Keep it simple. Say what you mean, say it briefly and constructively. Leave any personal agendas out of the meeting.

Keep an open mind

Keep it positive.

2. The non-verbal, physical means of communication include:

body language

sign language

paralanguage

touch

eye contact

or the use ofwriting.

3. The Types of meetings in an organization which are divided into 5categories are:

1- Briefing meetings

2- Business meetings

3- Planning meetings

4- Consultation meetings

5- Review and Evaluation meetings

4. The following are some business etiquette tips

Be on time

Be prepared.

Bring a notebook and pen

Participate

Be polite and attentive

Conduct yourself professionally

Thank the chairperson

5. In attending work place meetings the following are considered good

etiquettes:

Be on time

Be prepared

Bring a notebook and pen

Participate.

Be polite and attentive

Conduct yourself professionally

Thank the chairperson


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COMPLETE RELEVANT WORK RELATED DOCUMENTS

As a future industry worker you will need to be familiar with administrativeprotocols relating to how forms and documents are completed, used and stored.

Administrative tasks that you will be expected to perform will most likely includepreparing documents and completing forms in accordance with governmentlegislation and regulations, and also with organizational policies and procedures.


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It is expected that at the end of this section you should be able to:

select the appropriate form for your purpose

complete workplace forms and documents in accordance with

organizational protocols and procedures

follow organizational protocols and procedures for the submission ofpersonal documents.

Workplace forms and documents

Most business operations rely on complete and accurate workplace documentsfor communication, information management and record keeping. Your role mayrequire you to write emails and letters, and complete documents and reports.

Determine authorizations and permissions

You might prepare documents to be signed by delegated persons, or beauthorized to sign certain documents yourself. Some information is protected byprivacy and confidentiality policies that determine who can see it.

Identify any rules and formats that apply

Organizations are often specific about how to present formal correspondence andcase management notes, as well as reporting and record keeping, including forlegal purposes. Workplace guidelines, templates and forms are often provided to

ensure that these tasks are completed correctly.

Check your information thoroughly

Misleading, incorrect or missing information is not only frustrating for the peoplewho process or refer to the information; it could have client service, financial, dutyof care or reporting implications for which your organization is legally liable. If youare in rural or regional areas, incorrect information could delay importantprocesses that could severely affect your client.

If you are unsure how to fill out forms or complete documentation, always ask

dont guess.

Administrative protocols

A protocol is simply a set of rules that describe the standard way to approach atask. Following administrative protocols means that you perform tasks inaccordance with your organizations policies, procedures and expectations.

Some of the areas covered by administrative protocols may include:


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designated officers required to approve or sign a document timeframes set for completion or submission

restrictions on who can access or use the information

storage and archiving requirements obtaining comparative quotes for goods or services.

Selecting appropriate forms

Your day-to-day duties may require you to complete a range of forms, forexample, personal time sheets and leave forms, business forms such aspurchasing orders, and case-related forms such as client registration forms,referral forms and client contact records. These forms range in complexity,audience, format and formality.

You need to be able to select the appropriate form for your purpose andcomplete it accurately. The example below shows the forms that you mightneed to complete a purchasing process. The process and forms used byyour organization may be different.

Obtain quotations complete fax cover sheet and quotation form

Order goods complete a requisition/purchase order Accept goods sign a delivery sheet

Inventory enter goods into inventory.

Select from the list below to see some examples of forms that are relevantto your future organization (samples):

Authorization to Act

Client registration form Confidentiality form Equipment checklist Induction checklist Message form Requisition form Timesheet Volunteer driver form

Communicating your message

On occasion, you may be required to develop a new form or document for aspecific purpose.

The format you choose will be determined by the preference of your organization.Whatever format you choose, pay particular attention to how well your documentconveys your message, through:

its purpose, message and audience the layout of the information

use of headings and paragraphs to make the document easy to read


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http://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/AuthorisationtoAct.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/AuthorisationtoAct.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/AuthorisationtoAct.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleclientregistrationform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleconfidentialityform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleconfidentialityform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleequipmentchecklist.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleequipmentchecklist.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleinductionchecklist.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleinductionchecklist.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplemessageform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplemessageform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplerequisitonform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplerequisitonform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampletimesheet.xlshttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampletimesheet.xlshttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplevolunteerdriverform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplevolunteerdriverform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/AuthorisationtoAct.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleclientregistrationform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleconfidentialityform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleequipmentchecklist.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampleinductionchecklist.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplemessageform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplerequisitonform.dochttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Exampletimesheet.xlshttp://legacy.communitydoor.org.au/resources/etraining/units/chcadmin5c/documents/Examplevolunteerdriverform.doc


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use of logos, disclaimers, privacy and copyright statements.

Form/document title Purpose Who signs

Feedback

Your documents could include: client registration forms, contact registers, client letters, case reports

purchase orders, invoices

HR forms, leave forms, timesheets, rosters

meeting minutes, management reports

any other forms that you complete in your workplace.

Activity: Administrative protocols

This activity can be completed as described below, or you could look at otherworkplace protocols that are relevant to your job and describe one of thoseinstead. Make sure you discuss it with your teacher or trainer first.

Find out about the protocols for purchasing supplies and equipment in yourorganization and complete the following:

A. Make a list of the documents used for purchases involving:

a. use of petty cash

b. ordering from a preferred supplier

c. obtaining quotes from suppliers

d. receiving goods on delivery

e. paying for goods and services.


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B. List the staff members responsible for the approval/sign-off of thedocumentation needed for each of these purchasing processes.

Activity: Select and complete forms

This activity can be completed using any of the example forms provided with thisresource. You could also use forms from your workplace discuss this with yourteacher or trainer first.

A. Find and complete a workplace form relating to each of following scenarios:

registering a client referred to your parenting course

recording your work hours

taking a new staff member through the induction process.

B. Write a brief statement identifying the protocols and procedures that apply.

C. Complete each form using fictional (made up) details.

If there is any part of the process that you are unsure of, or you dont understandwhat details are required by the form, ask your supervisor for advice.

Activity: Communicating your message

Choose two examples of written workplace communication and identify thefollowing:

purpose

topic

format

audience.

Organizational policies and procedures

Procedures provide specific guidelines for completing a task, such as filling outand submitting a form. The procedures are normally based on organizationalpolicy, which deals with broad issues, roles and functions relating to the specificarea, such as case management, workplace safety or purchasing.

If you are unsure of the policies or procedures that apply in your workplace, ask amore experienced co-worker to assist you, or refer to your organizations


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guidelines or manuals. Procedures you must follow may be similar to the followingexamples:

Grievance process

Staff appraisal process

Case example

You have written a letter to a client and pass it to the receptionist to include withthe daily mail. He asks you who approved the letter, and then explains that thereare specific procedures for sending letters. These are in place to ensure that allcommunication with clients is professionally presented and in line with clientmanagement policies.

You learn that there is a template you must use a pre-formatted document onletterhead, with instructions for content wording. There is also a process ofproofreading and approval before the letter can be sent.

Case example

A colleague has an accident at work. There is an accident/incident report formand other documents that must be filled out. This ensures that the organizationcomplies with workplace health and safety (WHS) legislation.

The WHS policy that guides this process is supported by procedures for recordinginformation and processing the necessary forms.

Feedback

Your documents could include:

client registration forms, contact registers, client letters, case reports

purchase orders, invoices

HR forms, leave forms, timesheets, rosters

meeting minutes, management reports

any other forms that you complete in your workplace.

Activity: Administrative protocols

This activity can be completed as described below, or you could look at otherworkplace protocols that are relevant to your job and describe one of thoseinstead. Make sure you discuss it with your teacher or trainer first.

Find out about the protocols for purchasing supplies and equipment in yourorganization and complete the following:


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D. Make a list of the documents used for purchases involving:

f. use of petty cash

g. ordering from a preferred supplier

h. obtaining quotes from suppliers

i. receiving goods on delivery

j. paying for goods and services.

E. List the staff members responsible for the approval/sign-off of thedocumentation needed for each of these purchasing processes.

Activity: Select and complete forms

This activity can be completed using any of the example forms provided with thisresource. You could also use forms from your workplace discuss this with yourteacher or trainer first.

F. Find and complete a workplace form relating to each of following scenarios:

registering a client referred to your parenting course

recording your work hours

taking a new staff member through the induction process.

G. Write a brief statement identifying the protocols and procedures that apply.

H. Complete each form using fictional (made up) details.

If there is any part of the process that you are unsure of, or you dont understandwhat details are required by the form, ask your supervisor for advice.

Activity: Communicating your message

Choose two examples of written workplace communication and identify thefollowing:

purpose

topic

format

audience.


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Consider whether the selected documents are suited to their purpose? Could theybe improved in any way?

Feedback

Purpose should be stated in the content of the document.

Topic should be evident as a heading or introductory text.

Formats should describe whether it is a print or online document, formal or

informal, a form, letter or brochure.

Audience may be stated, or evident in the format, language and style of the

communication.

Workplace activity: Organizational procedures

Choose two examples of workplace forms and identify the policies andprocedures that apply.

Feedback

Your examples could have included:

Purchase order form Purchasing policy, procedure for ordering stores

Consent form (under 18s) Client management policy, client registration

procedures

Hazard report form WHS policy, procedure for reporting a hazard.

All of the forms that you complete in your workplace will be guided by policiesand/or procedures.

Personal documents

Personal documents are any documents that contain information about a specificperson, for example, a completed performance appraisal form is a personaldocument, while an invoice for stores is not.

Other examples of personal documents include:


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Human resource management documents containing personal informationabout staff, for example, staff records, payslips, certificates, tax forms, andperformance appraisals.

Case-related documents that contain personal information about clients, for

example, Centrelink forms, medical reports, release of information consentforms, proof of Aboriginality, agency referrals, agency contract agreements,and case notes.

Personal documents that need to be sighted for official purposes, for

example, birth certificates, driving licenses, Blue Cards, Disability ServicesPositive Notice Cards, visas, and qualifications.

Your organization will have protocols and procedures in place to maintain aclients legal right to privac

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1 BASIC COMPETENCY Participate in Workplace Communication

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