b1. Participate in Workplace Communication

Competency-Based Learning Material

Participate in Workplace Communication

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the Competency Based Learning Material / module on Participate in Workplace Communication. This learning material contains activities for you to complete.

The unit of competency “Participate in Workplace Communication “covers the Knowledge, skills and attitudes required for a Motorcycle/Small Engine Servicing NC II course. It is one of the modules in the Basic Competencies at National Certificate Level (NC II).

You are required to go through a series of learning activities in order to complete each of the learning outcomes of this module. In each learning outcome, there are Information Sheets, Resources sheets and Reference Materials for further reading to help you better understand the required activities. Follow these activities and answer the self-check. Get the answer sheet from your trainer to reflect your answers for each self-check. If you have questions, please don't hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have some or most of the knowledge and skills covered in this learning material because you have:

Actual experience on the job Already completed training in this area

If you can demonstrate to your trainer that you are competent in a particular skill or skills talk to him/her about having them formally recognized so you won't have to do the same training again. If you have qualification or a certificate of competency from previous trainings, show it to your trainer. If the skills you acquired are still relevant to this module, they may become part of the evidence you can present for RPL.

At the end of this module is a learner's diary. Use this diary to record important dates, jobs undertaken and other workplace events that will assist you in providing further details to your trainer or assessors. A Record of Achievement is also provided for the trainer to complete upon completion of the module.

This module was prepared to help you achieve the required competency in performing shop maintenance. This will be one of the sources of information that will enable you to acquire the knowledge and skills of this particular trade at your own pace, with minimum supervision or help from your trainer.

Talk to your trainer and agree on how you will both organize the training of this module. Read through the Competency Based Learning Material carefully. It is divided into sections which cover all the skills and knowledge you need to successfully complete this module.

Most probably your trainer will also be your supervisor or manager. He or She is there to support you and show you the correct way to do things. Ask for help.

Your trainer will tell you about the important things you need to consider when you are completing the activities and it is important that you listen and take notes.

You will be given plenty of opportunities 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.

Talk to more experienced workmates and ask for their guidance.

Use the self-check questions at the end of each section to test your own progress.

When you are ready, ask your trainer to watch you perform the activities outlined in this learning material.

As you work through the activities, ask for written feedback on your progress. Your trainer keeps feedback/ pre-assessment reports for this reason. When you have successfully completed each element, ask your trainer to mark on the reports that you are ready for assessment.

When you have completed this module and feel confident that you have had sufficient practice, your trainer will arrange an appointment with registered assessor to assess you. The results of your assessment will be recorded in your competency Achievement Record.

Qualification Motorcycle/Small Engine Servicing NC II

Unit of Competency Participate in Workplace Communication

Module Title Participating in Workplace Communication

INTRODUCTION:

This competency unit covers the knowledge, skills, and attitude required in Participating in Workplace Communication.

LEARNING OUTCOMES:

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

1. Obtain and convey workplace information2. Participate in workplace meetings and discussions3. Complete relevant work related documents

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 ideas4. Appropriate nonverbal communication is used5. Appropriate lines of communication with supervisors and colleagues

are identified and followed6. Defined workplace procedures for the location and storage of

information are used7. Personal interaction is carried out clearly and concisely8. Team meetings are attended on time9. Own opinions are clearly expressed and those of others are listened

to without interruption10. Meeting inputs are consistent with the meeting purpose and

established protocols11. Workplace interactions are conducted in a courteous manner12. Questions about simple routine workplace procedures and

matters concerning working conditions of employment are asked and responded to

13. Meetings outcomes are interpreted and implemented14. 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

17. Errors in recording information on forms/ documents are identified and properly acted upon

18. Reporting requirements to supervisor are completed according to organizational guidelines




Learning Outcome No. 1 Obtain and convey workplace information


1. Specific relevant information is accessed from appropriate sources.2. Effective questioning, active listening and speaking skills are used to

gather and convey information.3. Appropriate medium is used to transfer information and ideas.4. Appropriate non-verbal communication is used.5. Appropriate lines of communication with superiors 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.

CONTENTS:

1. Parts of speech2. Sentence construction3. Effective communication

CONDITIONS: The students/ trainees must be provided with the following:

1. Writing materials (pen & paper)2. References (books)3. Manuals

METHODOLOGIES:

1. Group discussion2. Interaction3. Self paced learning4. Reportorial

ASSESSMENT METHODS:

1. Written test

2. Practical/performance test3. Interview

INFORMATION SHEET 1.1-1


Learning Outcome #1

Obtain and convey workplace information

PARTS OF SPEECH

In the English language, words can be considered as the smallest elements that have distinctive meanings. Based on their use and functions, words are categorized into several types or parts of speech. This article will offer definitions and examples for the 8 major parts of speech in English grammar: noun, pronoun, verb, adverb, adjective, conjunction, preposition, and interjection.

a. Noun

This part of a speech refers to words that are used to name persons, things, animals, places, ideas, or events. Nouns are the simplest among the 8 parts of speech, which is why they are the first ones taught to students in primary school.

Examples:1. Tom Hanks is very versatile.2. The italicized noun refers to a name of a person.3. Dogs can be extremely cute.

In this example, the italicized word is considered a noun because it names an animal.

1. It is my birthday.2. The word “birthday” is a noun which refers to an event.

There are different types of nouns namely:

Proper. Proper nouns always start with a capital letter and refers to specific names of persons, places, or things.

Examples: Volkswagen Beetle, Shakey’s Pizza, Game of Thrones

Common. Common nouns are the opposite of proper nouns. These are just generic names of persons, things, or places.

Examples: car, pizza parlor, TV series

Concrete. This kind refers to nouns which you can perceive through your five senses.

Examples: folder, sand, board

Abstract. Unlike concrete nouns, abstract nouns are those which you can’t perceive through your five senses.

Examples: happiness, grudge, bravery

Count. It refers to anything that is countable, and has a singular and plural form.

Examples: kitten, video, ball

Mass. this is the opposite of count nouns. Mass nouns are also called non-countable nouns, and they need to have “counters” to quantify them.

Examples of Counters: kilo, cup, meterExamples of Mass Nouns: rice, flour, garter

Collective. refers to a group of persons, animals, or things.

Example: faculty (group of teachers), class (group of students), pride (group of lions)

b. Pronoun

A pronoun is a part of a speech which functions as a replacement for a noun. Some examples of pronouns are: I, it, he, she, mine, his, hers, we, they, theirs, and ours.

Sample Sentences:

1. Janice is a very stubborn child. She just stared at me and when I told her to stop.

2. The largest slice is mine.3. We are number one.

The italicized words in the sentences above are the pronouns in the sentence.

c. Adjective

This part of a speech is used to describe a noun or a pronoun. Adjectives can specify the quality, the size, and the number of nouns or pronouns.

Sample Sentences:1. The carvings are intricate.

The italicized word describes the appearance of the noun “carvings.”

2. I have two hamsters.

The italicized word “two,” is an adjective which describes the number of the noun “hamsters.”

3. Wow! That doughnut is huge!

The italicized word is an adjective which describes the size of the noun “doughnut.”

d. Verb

This is the most important part of a speech, for without a verb, a sentence would not exist. Simply put, this is a word that shows an action (physical or mental) or state of being of the subject in a sentence.

Examples of “State of Being Verbs” : am, is, was, are, and were

Sample Sentences:1. As usual, the Stormtroopers missed their shot.

The italicized word expresses the action of the subject “Stormtroopers.”

2. They are always prepared in emergencies.

The verb “are” refers to the state of being of the pronoun “they,” which is the subject in the sentence.

e. Adverb

Just like adjectives, adverbs are also used to describe words, but the difference is that adverbs describe adjectives, verbs, or another adverb.

The different types of adverbs are:

Adverb of Manner– this refers to how something happens or how an action is done.

Example: Annie danced gracefully.

The word “gracefully” tells how Annie danced.

Adverb of Time- this states “when” something happens or “when” it is done.

Example: She came yesterday.

The italicized word tells when she “came.”

Adverb of Place– this tells something about “where” something happens or ”where” something is done.

Example: Of course, I looked everywhere!

The adverb “everywhere” tells where I “looked.”

Adverb of Degree– this states the intensity or the degree to which a specific thing happens or is done.

Example: The child is very talented.

The italicized adverb answers the question, “To what degree is the child talented?”

f. Preposition

This part of a speech basically refers to words that specify location or a location in time.

Examples of Prepositions: above, below, throughout, outside, before, near, and since

Sample Sentences:1. Micah is hiding under the bed.

The italicized preposition introduces the prepositional phrase “under the bed,” and tells where Micah is hiding.

2. During the game, the audience never stopped cheering for their team.

The italicized preposition introduces the prepositional phrase “during the game,” and tells when the audience cheered.

g. Conjunction

The conjunction is a part of a speech which joins words, phrases, or clauses together.

Examples of Conjunctions: and, yet, but, for, nor, or, and so

Sample Sentences:1. This cup of tea is delicious and very soothing.2. Kiyoko has to start all over again because she didn’t follow the

professor’s instructions.3. Homer always wanted to join the play, but he didn’t have the

guts to audition.

The italicized words in the sentences above are some examples of conjunctions.

h. Interjection

This part of a speech refers to words which express emotions. Since interjections are commonly used to convey strong emotions, they are usually followed by an exclamation point.

Examples of Interjections:

Sample Sentences:1. Ouch! That must have hurt.2. Hurray, we won!3. Hey! I said enough!

The bold words attached to the main sentences above are some examples of interjections

REFERENCES

1. http://partofspeech.org/

http://partofspeech.org/

SELF-CHECK 1.1-1


Learning Outcome #1


PARTS OF SPEECH

IdentificationDirections: Write your answer on the space provided after the number. (5 minutes)

1. ________________ is a part of a speech which joins words, phrases, or clauses together.

2. __________________ this tells something about “where” something happens or “where” something is done.

3. __________________ this part of a speech is used to describe a noun or a pronoun.

4. __________________ is a part of a speech which functions as a replacement for a noun.

5. __________________ are the opposite of proper nouns. These are just generic names of persons, things, or places.

TEST IIDirections: Give at least two examples of the following parts of speech. (15 minutes)

1. Adjectives2. Pronouns3. Adverbs4. Conjunctions5. Interjection

ANSWER KEY 1.1-1


Learning Outcome #1


PARTS OF SPEECH

Identification

1. Conjunctions2. Adverb of Place3. Adjectives4. Pronoun5. Common Pronoun

TEST II

1. Adjectives1.1.1.2.

2. Pronoun2.1.2.2.

3. Adverbs3.1.3.2.

4. Conjunctions4.1.4.2.

5. Interjections5.1.5.2.



Learning Outcome #1


SENTENCE CONSTRUCTION

A sentence is the most fundamental and versatile tool available to writers. Sentences generally flow from a subject to a verb to any objects, complements, or modifiers, but they can be ordered in a variety of ways to achieve emphasis. When shifting word order for emphasis, however, be aware that word order can make a great difference in the meaning of a sentence.

He was only the service technician. [suggests importance]He was the only service technician. [defines the number]

The most basic components of sentences are subjects and predicates.

Subjects

The subject of a sentence is a noun or pronoun (and its modifiers) about which the predicate of the sentence makes a statement. Although a subject may appear anywhere in a sentence, it most often appears at the beginning. (“The wiring is defective.”) Grammatically, a subject must agree with its verb in number.

These departments have much in common.This department has several functions.

The subject is the actor in sentences using the active voice.

The Webmaster reported an increase in site visits for May.

A compound subject has two or more substantives (nouns or noun equivalents) as the subject of one verb.

The doctor and the nurse agreed on a treatment plan.

Predicates

The predicate is the part of a sentence that makes an assertion about the subject and completes the thought of the sentence.

Bill has piloted the corporate jet.

The simple predicate is the verb and any helping verbs (has piloted).

The complete predicate is the verb and any modifiers, objects, or complements (has piloted the corporate jet). A compound predicate consists of two or more verbs with the same subject.

The company tried but did not succeed in that field.

Such constructions help achieve conciseness in writing. A predicate nominative is a noun construction that follows a linking verb and renames the subject.

She is my attorney. [noun]His excuse was that he had been sick. [noun clause]

Sentence Types

Sentences may be classified according to structure (simple, compound, complex, compound-complex); intention (declarative, interrogative, imperative, exclamatory); and stylistic use (loose, periodic, minor).

Structure. A simple sentence consists of one independent clause. At its most basic, a simple sentence contains only a subject and a predicate.

The power [subject] failed [predicate].

A compound sentence consists of two or more independent clauses connected by a comma and a coordinating conjunction, by a semicolon, or by a semicolon and a conjunctive adverb.

Drilling is the only way to collect samples of the layers of sediment below the ocean floor, but it is not the only way to gather information about these strata. [comma and coordinating conjunction]

The chemical composition of seawater bears little resemblance to that of river water; the various elements are present in entirely different proportions. [semicolon]

It was 500 miles to the site; therefore, we made arrangements to fly. [semicolon and conjunctive adverb]

A complex sentence contains one independent clause and at least one dependent clause that expresses a subordinate idea.

The generator will shut off automatically [independent clause] if the temperature rises above a specified point [dependent clause].

A compound-complex sentence consists of two or more independent clauses plus at least one dependent clause.

Productivity is central to controlling inflation [independent clause]; when productivity rises [dependent clause], employers can raise wages without raising prices [independent clause].

Intention. A declarative sentence conveys information or makes a factual statement. (“The motor powers the conveyor belt.”) An interrogative sentence asks a direct question. (“Does the conveyor belt run constantly?”) An imperative sentence issues a command. (“Restart in SAFE mode.”) An exclamatory sentence is an emphatic expression of feeling, fact, or opinion. It is a declarative sentence that is stated with great feeling. (“The files were deleted!”)

Stylistic Use. A loose sentence makes its major point at the beginning and then adds subordinate phrases and clauses that develop or modify that major point. A loose sentence could end at one or more points before it actually does end, as the periods in brackets illustrate in the following sentence:

It went up[.], a great ball of fire about a mile in diameter[.], an elemental force freed from its bonds[.] after being chained for billions of years.

A periodic sentence delays its main ideas until the end by presenting subordinate ideas or modifiers first.

During the last century, the attitude of the American citizen toward automation underwent a profound change.

A minor sentence is an incomplete sentence that makes sense in its context because the missing element is clearly implied by the preceding sentence.

In view of these facts, is the service contract really useful? Or economical?

Constructing Effective Sentences

The subject-verb-object pattern is effective because it is most familiar to readers. In “The company increased profits,” we know the subject (company) and the object (profits) by their positions relative to the verb (increased).

An inverted sentence places the elements in unexpected order, thus emphasizing the point by attracting the readers’ attention.

A better job I never had. [direct object-subject-verb]More optimistic I have never been. [subjective complement-subject linking verb]A poor image we presented. [direct object-subject-verb]

Use uncomplicated sentences to state complex ideas. If readers have to cope with a complicated sentence in addition to a complex idea, they are likely to become confused. Just as simpler sentences make complex ideas more digestible, a complex sentence construction makes a series of simple ideas smoother and less choppy.

Avoid loading sentences with a number of thoughts carelessly tacked together. Such sentences are monotonous and hard to read because all the ideas seem to be of equal importance. Rather, distinguish the relative importance of sentence elements with subordination. See also garbled sentences.

LOADED We started the program three years ago, only three members were on staff, and each member was responsible for a separate state, but it was not an efficient operation.

IMPROVED When we started the program three years ago, only three members were on staff, each responsible for a separate state; however, that arrangement was not efficient.

Express coordinate or equivalent ideas in similar form. The structure of the sentence helps readers grasp the similarity of its components, as illustrated in parallel structure.

REFERENCES:

1. Handbook of Technical Writing – Alred, Gerald J.

SELF-CHECK 1.1-2


Learning Outcome #1



Structure

Directions: Questions 1–5 are incomplete sentences. Beneath each sentence you will see four words or phrases, marked A, B, C and D. Choose the one word or phrase that best completes the sentence. Then, on your answer sheet, find the number of the question and fill in the space that corresponds to the letter of the answer you have chosen.

1. Refrigerating meats ________ the spread of bacteria.

A. retards

B. retarding

C. to retard

D. is retarded

2. Throughout the animal kingdom, ________ bigger than the elephant.

A. whale is only the

B. only the whale is

C. is the whale only

D. only whale is the

3. The fact ________ money orders can usually be easily cashed has made

them a popular form of payment.

A. Of

B. that

C. is that

D. which is

4. The first article of the United States Constitution gives Congress ________ to pass laws.

A. the power

B. has the power

C. the power is

D. of the power

Written Expression

Directions: In questions 5–10, each sentence has four underlined words

or phrases. The four underlined parts of the sentence are marked A, B, C

and D. Identify the one underlined word or phrase that must be changed

in order for the sentence to be correct. Then, on your answer sheet, find

the number of the question and fill in the space that corresponds to the

letter of the answer you have chosen.

ANSWER KEY 1.1-2


Learning Outcome #3

Complete relevant work related documents


1. A

2. B

3. B

4. A

5. C

6. A

7. A

8. C

9. D

10. D



Learning Outcome #1


EFFECTIVE COMMUNICATION

What is Communication?

- Communication is simply the act of transferring information from one place to another.

- Communication is a diverse discipline which includes inquiry by social scientists, humanists, and critical and cultural studies scholars. A body of scholarship and theory, about all forms of human communication, is presented and explained in textbooks, electronic publications, and academic journals. In the journals, researchers report the results of studies that are the basis for an ever-expanding understanding of how we all communicate.

The discipline of communication focuses on how people use messages to generate meanings within and across various contexts, cultures, channels, and media. The discipline promotes the effective and ethical practice of human communication.

Transactional Model of Communication - The transactional model of communication is a graphic

representation of the collaborative and ongoing message exchange

between individuals, or an individual and a group of individuals, with the goal of understanding each other. A communicator encodes (e.g., puts thoughts into words and gestures), then transmits the message via a channel (e.g., speaking, email, text message) to the other communicator(s) who then decode the message (e.g., take the words and apply meaning to them). The message may encounter noise (e.g., any physical, psychological, or physiological distraction or interference), which could prevent the message from being received or fully understood as the sender intended. Click on the image to enlarge.

Areas within Communication - Areas of emphasis differ from one institution to another, but listed

below are some of the most common areas of study.

Applied Communication- The study of how communication theory, research, and/or best

practices help inform knowledge and theory about communication for practical issues.

Communication Education- The study of communication in the classroom and other pedagogical

contexts.

Communication Theory- The study of principles that account for the impact of

communication in human social interaction.Electronic Media

- The study of radio, television, media technology, and web design with streaming audio and video.

Health Communication- The study of communication as it relates to health professionals and

health education, including the study of provider-client interaction, as well as the diffusion of health information through public health campaigns.

International and Intercultural Communication- The study of communication among individuals of different cultural

backgrounds, including the study of similarities and differences across cultures.

Interpersonal Communication- The study of communication behaviors in dyads (pairs) and their

impact on personal relationships.

Language and Social Interaction- The study of the structure of verbal and nonverbal behaviors

occurring in social interaction.

Legal Communication- The study of the role of communication as it relates to the legal

system.

Mass Communication and Media Literacy- The study of how mass forms of communication, such as print, radio

and television disseminate information and influence society.

Mediation and Dispute Resolution- The study of understanding, management, and resolution of conflict

within intrapersonal, interpersonal, and intergroup situations.

Organizational Communication- The study of processes used to analyze communication needs of

organizations and social interaction, including how to improve communication between supervisors and employees.

Performance Studies- The study of components such as performer(s), text, audience, and

context within the communication discipline.

Political Communication- The study of the role that communication plays in political systems.

Public Address- The study of speakers and speeches, including the historical and

social context of platforms, campaigns, and movements.

Public Relations- The study of the management of communication between an

organization and its audiences.

Rhetorical Criticism- The process of defining, classifying, analyzing, interpreting, and/or

evaluating rhetorical artifacts.

Semiotics and Philosophy of Communication- The study of philosophical frameworks and our understanding of

communication, including verbal and nonverbal symbols and signs in human communication.

Small Group Communication- The study of communication systems among three or more

individuals who interact around a common purpose and who influence one another.

Speech Communication- The study of the nature, processes, and effects of human symbolic

interaction. While speech is the most obvious mode of communication, human symbolic interaction includes a variety of verbal and nonverbal codes.

Theatre and Drama- The study and production of dramatic literature.

Visual Communication- The study of visual data, such as architecture, photography, visual

art, advertising, film, and television as it relates to communication.

TYPES OF COMMUNICATION

People communicate with each other in a number of ways that

depend upon the message and its context in which it is being sent. Choice

of communication channel and your style of communicating also affects

communication. So, there are variety of types of communication.

Types of communication based on the communication channels used are:

1. Verbal Communication2. Nonverbal Communication

Verbal Communication

Verbal communication refers to the the form of communication in

which message is transmitted verbally; communication is done by word of

mouth and a piece of writing. Objective of every communication is to have

people understand what we are trying to convey. In verbal communication

remember the acronym KISS (keep it short and simple).

When we talk to others, we assume that others understand what we

are saying because we know what we are saying. But this is not the case.

usually people bring their own attitude, perception, emotions and

thoughts about the topic and hence creates barrier in delivering the right

meaning.

So in order to deliver the right message, you must put yourself on

the other side of the table and think from your receiver’s point of view.

Would he understand the message? how it would sound on the other side

of the table?

Verbal Communication is further divided into two:

Oral Communication Written Communication

Oral Communication

In oral communication, Spoken words are used. It includes face-to-

face conversations, speech, telephonic conversation, video, radio,

television, voice over internet. In oral communication, communication is

influence by pitch, volume, speed and clarity of speaking.

Advantages of Oral communication are:

- It brings quick feedback.- In a face-to-face conversation, by reading facial expression and

body language one can guess whether he/she should trust what’s being said or not.

Disadvantage of oral communication

- In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a

Written Communication

In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used.

Written Communication is most common form of communication being used in business. So, it is considered core among business skills.

Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used.

Advantages of written communication includes:

- Messages can be edited and revised many time before it is actually sent.

- Written communication provide record for every message sent and can be saved for later study.

- A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of written communication includes:

- Unlike oral communication, Written communication doesn’t bring instant feedback.

- It take more time in composing a written message as compared to word-of-mouth. and number of people struggles for writing ability.

Nonverbal Communication

Nonverbal communication is the sending or receiving of wordless

messages. We can say that communication other than oral and written,

such as gesture, body language, posture, tone of voice or facial

expressions, is called nonverbal communication. Nonverbal

communication is all about the body language of speaker.

Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal signals reflect the situation more accurately than verbal messages. Sometimes nonverbal response contradicts verbal communication and hence affects the effectiveness of message.

Nonverbal communication have the following three elements:

Appearance

Speaker: clothing, hairstyle, neatness, use of cosmetics

Surrounding: room size, lighting, decorations, furnishings

Body Language

facial expressions, gestures, postures

Sounds

Voice Tone, Volume, Speech rate

Types of Communication Based on Purpose and Style

Based on style and purpose, there are two main categories of

communication and they both bears their own characteristics.

Communication types based on style and purpose are:

1. Formal Communication2. Informal Communication

1. Formal Communication

In formal communication, certain rules, conventions and principles

are followed while communicating message. Formal communication

occurs in formal and official style. Usually professional settings, corporate

meetings, conferences undergoes in formal pattern.

In formal communication, use of slang and foul language is avoided

and correct pronunciation is required. Authority lines are needed to be

followed in formal communication.

2. Informal Communication

Informal communication is done using channels that are in contrast

with formal communication channels. It’s just a casual talk. It is

established for societal affiliations of members in an organization and

face-to-face discussions. It happens among friends and family. In informal

communication use of slang words, foul language is not restricted.

Usually. informal communication is done orally and using gestures.

Informal communication, Unlike formal communication, doesn’t

follow authority lines.

In an organization, it helps in finding out staff grievances as people

express more when talking informally. Informal communication helps in

building relationships.

Communication in the workplace

Can be either your best friend or your worst enemy. It will improve your overall workplace culture. Another positive is that good solid organizational communication eliminates barriers and resolve problems. While at the same time building stronger workplace relationships for increased productivity.

There are many potential problems that can be caused by poor communication skills. Increased amount of employee turnover, high amounts of call outs, poor customer service skills, diminished productivity and the lack of focus. These are just to name a few.

So why does poor communication in the workplace cause these issues. Some surveys and discussions have acknowledged that lack of information is a cause. In others words keeping people in the loop. Some have said they don't feel important in the eyes of their employers. While others have stated not enough face to face interactions. Another good reason is lack of email etiquette. This is typically when an email is written strongly when it does not have to be.

Business ethics in the workplace and poor workplace behavior ethics can be directly related to ineffective communications. Understanding ethics in the workplace and workplace behavior ethics is the all important first step.

Improve Workplace Culture

Effective communication in the workplace plays a prominent role in developing long lasting employee motivation. One of many positive benifits gained from well established organizational communication is improved relationships. Improving relationships between management and staff is quite important and is often overlooked. Things will go smoothly when everyone is on the same page, understanding of goals and the direction a company is going. The best process of communcating here is well thought out emails that follow the chain of command and face to face interactions.

Communications and Time Management

Good Communication skills will help you improve time management in the workplace. The ability will exist for you to manage your own time as well as keeping your staff focused on deadlines. Understanding the communication process will open many doors to improve productivity.

Read this article on understanding and improving time management in the workplace.

Another positive result is that employees feel important. Many employees have complained about how they are just a number. Providing a little feeling and personality to emails will reverse this complaint. Use this technique when providing recognition or when it involves a sensitive issue. Express your concerns about their feelings and they will feel important. Face to face interactions work best here, though email communicating is also considered effective.

There are barriers to effective business communications. Removing those barriers will improve your ability to motivate workers. Managers must Understand and be able to recognize barriers that hurt the communication process. This is another positive result of proper communication in the workplace.

13 Barriers to Effective Business Communication

#1 Not Listening

One of the most common barriers to communication is poor listening skills. So why does not listening happen? Well there are a few reasons. You may have no involvement or concern with the topic. You will then have no desire to take part in the conversation. There also may be distractions. For example working in an area that is loud and noisy.

Here are a couple more reasons for lack of listening. First there might be differences in opinions regarding the topic. And this last one in which I have seen many times. Passive listening instead of taking an active role. In this case you are involved in something else at the same time.

#2 Making Assumptions

How many times have you made a decision based on assuming something will happen. Only to find out that it didn't go as planned. We all know that we shouldn't make assumptions. But we still do it anyway. Assumptions a lot of times will be made to speed up a process or task.

Assumptions are made to cut corners and save time by ignoring the path of communication. The major problem with making assumptions is that 9 times out of 10 it doesn't workout. Also by making assumption you will likely miss out on important information.

#3 Body language

Non verbal signals has the potential to block effective communication in the workplace. Negative body language like waving your hands, raising your arms in discuss and even shaking your head will send negative messages. It is all about interpretation. The impacts of these traits can effect workplace relationships and your willingness to take part in communicating. The best action a leader can take is to understand your own body language.

#4 Ineffective Questions

Quite often people ask questions that lack details. The whole point of asking questions in the first place is to confirm what has been communicated or for clarification. Asking the right types of questions will provide effective communication in the workplace. Make sure you use open ended questions to get the proper answers you seek. This type of question includes details like who, what, where, when and how.

#5 Information Overload

Many times effective communication in the workplace is blocked by the overwhelming amount of information. How many times have you seen the same email covering the same information just from a different sender. What ends up happening is that many employees start to ignore those emails. The problem is that some of the emails will have prominent details that were not included in the original. The best way to avoid this is to provide new emails, just don’t cc and forward emails.

#6 Emotional Distractions

Emotions play a big role in how we approach and accomplish things. Outside factors like a death or illness can keep your mind out of focus. Sometimes a listener may interpret a communication as angry. This in turn will make the listener react in a negative light.

The same happens if the communication message is interpreted to be positive. The listener will like the message and listen closely.

#7 Conflicting Messages

Communications can be sometimes conflicting and this will cause the communication process to breakdown. Inconsistent body language tells the story of one thing, but the message discussed is different. This will create confusion for the receiver of the message. The resulting confusion may lead to the message being ignored.

#8 Physical Barriers

This might be the most common type of barrier that blocks the communication process. Anything that can physically distract you is part

of this barrier. Some examples like temperatures, phones, or even the building itself can be an distraction.

#9 Perception

There has always been one consistent with communication in the workplace. That one consistent is called perceptional barriers. The main problem with perception is that we all look at the world differently. One way to avoid perceptional barriers is to remember there are other views points and opinions. Also keep your mind open to new ideas and approaches from these view points. You never know when there's a good idea on the horizon.

#10 Cultural

Dealing with different cultures can sometimes be difficult to navigate. Many times its a difference in approach or a process of doing things. All cultures have different beliefs and customs. They often can clash and build up walls that negatively effect the communication process.

#11 Language

Differences in languages that are spoken in the workplace can effect your ability to communicate. Words can be misunderstood and misconstrued that in turn can cause negative communication barriers.

#12 Workplace Stress

Dealing with stress in this day and age is a 24/7 activity. It shouldn't be a surprise of its strong affect on the communication in the workplace. The results of stress on employees can range from change in attitudes, lack of focus and even calling out. These issues can lead to missing deadlines, decreased productivity and weakened communication between employees. Understanding the ins and outs of stress management in the workplace can provide you ways to handle workplace stress.

#13 Interpersonal

There are six levels of how co workers can avoid interaction with others.

#1. Withdrawal When someone avoids or refuses to be near a particular or individual group

#2. Rituals These consist of people being set in ways by following routines. These routines will keep people from working with others.

#3. Pastimes Interact with others socially, but superficial activities.

#4. Working activities are those tasks which follow the rules and procedures of contact.

#5. Games are subtle, manipulative interactions which are about winning and losing.

#6. Closeness is the aim of interpersonal contact where there is a high level of honesty and acceptance of yourself and others.

Communication in the workplace will always be a work in progress. There will be a lot of adjustments in the process until it reaches effectiveness. Remove the barriers that block the process and you will improve employee motivation. With a two way avenue of information flowing, you will find solutions more easier. With an open path of communication, feedback from employees will help in determining solutions.

Effective communication skills in the workplace will improve your ability to be a strong leader. There are also added benefits to having strong communication skills. First its a skill that you can use in everyday life. Secondly Being a good communicator will help you strengthens and improve other management skills. Refer to the list below for some skills that can be improved as a result of have strong communication skills. Read more on any of the these skills by clicking on the appropriate skill.

REFERENCES:

1. www.natcom.org/discipline/ 2. http://www.notesdesk.com/notes/business-communications/types-

of-communication/3. http://www.employee-motivation-skills.com/communication-in-the-

workplace.html

http://www.employee-motivation-skills.com/communication-in-the-workplace.html

http://www.employee-motivation-skills.com/communication-in-the-workplace.html

http://www.notesdesk.com/notes/business-communications/types-of-communication/

http://www.notesdesk.com/notes/business-communications/types-of-communication/

http://www.natcom.org/discipline/

SELF-CHECK 1.1-3


Learning Outcome #1



TEST I

Direction: Give the meaning.

1. What is communication?

TEST II

Direction: Write your answer on the space provided.

________ 1 The study of the role that communication plays in political systems.

________ 2 Is done using channels that are in contrast with formal communication channels.

________ 3 The study of communication in the classroom and other pedagogical contexts.

________ 4 Helps receiver in interpreting the message received.

________ 5 Is most common form of communication being used in business. So, it is considered core among business skills.

ANSWER KEY 1.1-3


Learning Outcome #1



TEST I

1. Communication is simply the act of transferring information from one place to another.

TEST II

1. Political Communication2. Informal communication3. Communication Education4. Nonverbal communication5. Written Communication



Learning Outcome #1


SELECTING THE MEDIUM

With so many media and forms of communication available, selecting the most appropriate medium can be challenging. Which electronic or paper medium (or channel) is best depends on a wide range of factors related to your audience, your purpose, and the context of the communication. Those factors include the following:

The audience’s preferences and expectations Your own most effective communication style How widely information needs to be distributed What kind of record you need to keep The urgency of the communication The sensitivity or confidentiality required The technological resources available The organizational practices or regulations

As this list suggests, choosing the best medium may involve personal considerations or the essential functions of the medium. If you need to collaborate with someone to solve a problem, for example, you may find e-mail exchanges less effective than a phone call or face-to-face meeting.

If you need precise wording or a record of a complex or sensitive message, however, using a written medium is often essential.

Keep in mind that many of the following media and forms of communication evolve and overlap as technology develops. Understanding their basic functions will help you select the most appropriate medium for your needs. See adapting to new technologies for advice on how to learn and make the best use of new technologies as they continue to evolve.

E-mail

E-mail (or email) functions in the workplace as a primary medium to communicate and share electronic files with colleagues, clients, and customers. Although e-mail may function as informal notes, e-mail messages should follow the writing strategy and style described in correspondence. Because recipients can easily forward messages and attachments to others and because e-mail messages are subject to legal disclosure, e-mail requires writers to review their messages carefully before clicking the “Send” button.

Memos

Memos are appropriate for internal communication among members of the same organization; they use a standard header and are sent on paper or as attachments to e-mails. Organizations may use memos printed on organizational stationery when they need to communicate with the formality and authority of business letters. Memos may also be used in manufacturing or service industries, for example, where employees do not have easy access to e-mail. In such cases, memos can be used to instruct employees, announce policies, report results, disseminate information, and delegate responsibilities.

Letters

Business letters with handwritten signatures are often the most appropriate choice for formal communications with professional associates or customers outside an organization. Letters printed on organizational letterhead stationery communicate formality, respect, and authority. They may be especially effective for those people who receive a high volume of e-mail and other electronic correspondence. Letters are often used for job applications, for recommendations, and in other official and social contexts.

Faxes

A fax is used when the information — a drawing or signed contract, for example — must be viewed in its original form. Although scanning such documents and attaching them to e-mail is common, faxing is often used when scanning is not available or when a recipient prefers a faxed document. Fax machines in offices can be located in shared areas, so let the intended recipient know before you send confidential or sensitive messages. Consider using a cover sheet that says “confidential” and be sure to include the name of the person to whose attention the fax is being sent and number of pages in the document to ensure full receipt.

Instant Messaging

Instant messaging (IM) on a computer or handheld device may be an efficient way to communicate in real time with coworkers, suppliers, and customers — especially those at sites without access to e-mail. Instant messaging, like text messaging, often uses online slang and such shortened spellings as “u” for you to save time and screen space. Instant messaging may have limited application in the workplace because recipients must be ready and willing to participate in an online conversation.

Text Messaging

Text messaging, or texting, refers to the exchange of brief written messages between mobile phones over cellular networks. Text messaging is effective for simple messages communicated between people on the move or in nontraditional workplaces. For the real-time message exchanges of brief messages, use the telephone or instant messaging.

Telephone and Conference Calls

Telephone calls are best used for exchanges that require substantial interaction and the ability of participants to interpret each other’s tone of voice. They are useful for discussing sensitive issues and resolving misunderstandings, although they do not provide the visual cues possible during face-to-face meetings. Cell (or mobile) phones are useful for communicating away from an office, but users should follow appropriate etiquette and organizational policies, such as speaking in an appropriate tone and turning off the phone or switching it to the vibration mode during meetings.

A teleconference, or conference call, among three or more participants is a less-expensive alternative to face-to-face meetings requiring travel. Conference calls work best when the person coordinating the call works from an agenda shared by all the participants and directs the discussion as if chairing a meeting. Participants can use the Web

during conference calls to share and view common documents. Conference calls in which decisions have been reached should be followed with written confirmation.

Voice-Mail Messages

Voice-mail messages should be clear and brief. (“I got your package, so you don’t need to call the distributor.”) If the message is complicated or contains numerous details, use another medium, such as e-mail. If you want to discuss a subject at length, let the recipient know the subject so that he or she can prepare a response before returning your call. When you leave a message, give your name and contact information as well as the date and time of the call (if you are unsure whether the message will be time-stamped).

Face-to-Face Meetings

In-person meetings are most appropriate for initial or early contacts with associates and clients with whom you intend to develop an important, long-term relationship or need to establish rapport. Meetings may also be best for brainstorming, negotiating, interviewing someone on a complex topic, solving a technical problem, or handling a controversial issue. For advice on how to record discussions and decisions, see minutes of meetings.

Videoconferences

Videoconferences are particularly useful for meetings when travel is impractical. Unlike telephone conference calls, videoconferences have the advantage of allowing participants to see as well as to hear one another. They work best with participants who are at ease in front of the camera and when the facilities offer good production quality.

Web Communication

The Web can encompass many of the media and forms of communication described in this entry; it can also include some other interactive capabilities.

Web Conferencing. The Web can be used to conduct meetings, which are often referred to as Web conferences. In such meetings, the participants’ computers may be connected to those of other participants through a downloaded application on each of the attendees’ computers. In such a conference, a moderator can control the cursor on the participants’ computers. Various programs, like Skype with video or phone connections, can enrich these meetings.

Professional Networking. Using the model of social-networking sites, like Facebook.com, some professional organizations and businesses are creating their own networking sites to foster professional contacts. Other commercial networks, like LinkedIn.com, aim to connect professionals for business purposes. Many businesses place advertising on both professional and social-networking sites — and, if used with caution, both may be helpful for your professional advancement and job search.

Web-Site Postings. A public Internet or company intranet Web site is ideal for posting announcements or policies as well as for sharing or exchanging documents and files with others. Your Web site can serve not only as a home base for resources but also as a place where ideas can be developed through, for example, discussion boards, blogs and forums, and wikis.

SELF-CHECK 1.1-4


Learning Outcome #1



IdentificationDirection: Write your answer on the space provided.

________ 1 It functions in the workplace as a primary medium to communicate and share electronic files with colleagues, clients, and customers.

________ 2 Are appropriate for internal communication among members of the same organization; they use a standard header and are sent on paper or as attachments to e-mails.

________ 3 It is used when the information — a drawing or signed contract, for example — must be viewed in its original form.

________ 4 It refers to the exchange of brief written messages between mobile phones over cellular networks.

________ 5 The most appropriate for initial or early contacts with associates and clients with whom you intend to develop an important, long-term relationship or need to establish rapport.

ANSWER KEY 1.1-4


Learning Outcome #1



1. Email2. Memos3. Faxes4. Text Messaging5. Face-to-Face Meeting




Learning Outcome No. 3 Participate in workplace meetings and discussions


1. Team meetings are attended on time2. Own opinions are clearly expressed and those of others are listened

to without interruption3. Meeting inputs are consistent with the meeting purpose and

established protocols4. 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

CONTENTS:

1. Technical writing

CONDITIONS:

The students/trainees must be provided with the following:

1. Paper2. Pencils/ball pen3. References (books)4. Manuals

METHODOLOGIES:

1. Group discussions2. Interaction3. Lecture4. Self paced learning

ASSESSMENT METHODS:

1. Written test2. Practical/performance test3. Interview



Learning Outcome #2

Participate in workplace meetings and discussions

TECHNICAL WRITING

TECHNICAL WRITING is a broad term that encompasses a wide variety of documents in science, engineering, and the skilled trades. The major types of documents in technical writing can be grouped into four major categories (Fig. 1.1):

Reports and communications in day-to-day business Technical papers, magazine articles, books, and theses for purposes

of education, teaching, and the sharing of information and knowledge

Patents Operational manuals, instructions, or procedures

Most technical writing in day-to-day business involves the preparation of various “reports” (Fig. 1.1). Writing reports is common for many technical people because reports are a major part of the development and application of technology. Very few companies pay technical professionals a salary without written words to implement and evaluate what has been worked on or developed. For example, if an engineer spends a year developing a new transmission for a car, several types of reports are needed for the design, evaluation, and implementation of the new component. Engineering must also report to management on the viability of design, costs, and work objectives. This usually requires a written document and related engineering drawings—a report.

A second category of technical writing includes documents for teaching and education (Fig. 1.1) in the form of scripts, magazine articles, books, papers, and degree theses. Scripts for videos, movies, magazine articles, or multimedia presentations are most often written and edited by professionals in these fields.

Books on technical topics are most often written by academicians, although technical professionals occasionally may write an entire book in their area of experience and knowledge. Writing a book obviously requires much more discipline than the writing of reports, but it still requires the clarity of presentation and purpose as in the reports and papers of day-today business. Chapter 4, “Writing Strategy,” also has relevance for book authors. The key difference is that books are intended for a larger audience and should have unique and compelling features for the readers.

Papers and theses are more common forms of educational or informational documents written by technical professionals. Of course, many people in science and engineering write theses. However, they usually only do one per degree, and the formal writing style and related details are almost always rigorously dictated by the school involved. Papers are the other category in the grouping of types of technical writing

that could be considered to be teaching or educational. This book includes information on writing a paper, because it is very possible that a technical person will write papers throughout his or her career.

Another category of technical writing is for manuals, instructions, and procedures (Fig. 1.1). This form of specialized writing is not addressed in this book because these kinds of documents often have legal/liability implications and are best left to trained technical writers. For example, if you invent a novel type of bicycle seat, a user who got hurt because he installed the seat pointing aft could sue you if you did not include in the installation and use manual a statement like the following:

“The prow of the seat (point A in Fig. 6) should be positioned pointing at the handlebars (Fig. 7).”

Similar liability could be incurred by overlooking a safety or environmental concern in writing a heat treating procedure for a gear. If a particular career situation requires that you write these kinds of documents, appropriate references on technical writing are listed at the end of this Chapter.

Finally, patents require another key type of document in technical writing. Lawyers usually write patents, but not without lots of writing and searching on the part of the applicant. Thus, this book addresses the inventor’s part of a patent application and the general criteria for patentability

Attributes of Technical Writing

The remainder of this Chapter describes the specific attributes of technical writing and shows examples of how technical writing differs from other types of writing. In general, technical writing has a degree of formality, and it generally focuses on a specific subject with the purpose of making something happen or sharing useful information or knowledge.

Ten general attributes of technical writing are listed and described in the following sections:

It pertains to a technical subject. It has a purpose. It has an objective. It conveys information/facts/data. It is impersonal. It is concise. It is directed.

It is performed with a particular style and in a particular format.

It is archival. It cites contributions of others.

There are probably more attributes, but the attributes in the above list define some key characteristics that distinguish technical writing from other types of writing

Pertains to a Technical Subject

Technical writing must pertain to some aspect of engineering or the sciences in a given subject area such as the following:

Philosophy, psychology, and religion History Geography and anthropology Social sciences Political science Law Education Fine arts Language and literature Science Agriculture Technology Health/medicine

Libraries usually categorize books into these subject categories, and technical writing may apply to any of these categories if the work contains engineering or science as the focus. For example, a paper on the acoustic/sound aspects of a piano could be very technical and end up in the music category. Similarly, a book on restoration techniques for antiques could be rife with chemistry and metallurgy, but it may end up in the fine arts category. The point is that technical writing can be on one of many different subjects if the subject is being described or evaluated in an objective fashion.

Has a Purpose

A technical document always is written for a reason, and the purpose of reports may be to explain what was done, why it was done, and/or the results of a study. The purpose of reports on investigations is usually to present the results of the study.

The purpose of reports and papers should also be clearly stated, as in the following example:

This excerpt identifies the purpose of the report as the presentation of results from a statistical study. Readers are also informed why the author(s) did the work. If the report is done correctly, it will also close with recommendations on what should happen next.

Has an Objective

The objective of a technical report is the overall reason for doing the work. In an industrial situation, the objective of any work is usually to make or increase profits. In the preceding example, the objective was to reduce failure rates to a level of less than three ppm. This will save money and increase profits. Discriminating between purpose and objective requires some practice, and this distinction is discussed in more detail again in the Chapters on strategies and introductions.

Conveys Information/Facts/Data

Technical writing should have substance in every statement. If a sentence does not convey information pertinent to a study, leave it out. Technical writing is focused on the technology under discussion.

A report without facts or scientific evidence to support an opinion also usually lacks credibility, and it is likely to be unsuccessful in achieving its purpose and objective. The following report excerpt illustrates reports with and without data. Which would persuade you?

It is the purpose of this report to present the results of a statistical study on the failure rate of spring latches on a type D cardiology cassette. There have been a number of latch failures uncovered in the inspection cycle, and this work is the first step in reducing the latch failure rate to less than three ppm failure rate.

The use of data and factual information makes the work a technical report. The communication without the data is not much different than a water cooler discussion between coworkers. If the author is the leading expert of the world on grinding, his or her opinions may make the report persuasive, but most people are not infallible authorities on subjects.

Most reports need facts or data to support conclusions and recommendations, and the verbs listed here are probably associated with factual statements:

Determined Solved Built Accepted Rejected Completed Passed Failed Broke Approved Cancelled Invented Designed Developed Discovered

No Data

A decision has been made to convert the machine shop grinding operations into a three-shift operation to increase efficiency and machine utilization.

Preferred—with Data

A study was conducted to improve the elapsed time required to grind a set of slitting knives. The average elapsed time for a regrind for the 1997 fiscal year was 11 days. A second study indicated that the largest time allotment in the 11 day regrind time was 3.4 days waiting for grinder availability. These studies were based on one shift (day). A three-week test with three-shift operation reduced the waiting for machine availability time to zero. The elapsed time for thirty knife sets that were ground in the three-week test time was less than one day. These test results suggest that three-shift operations should be implemented.

Uncovered Deduced Studied

Verbs that are often not associated with factual statements include words like the following:

Think May be Suggest Appear Suppose

Impersonal (Third Person) Voice

The use of first person pronouns is usually discouraged in technical writing. The intrusion of “I” makes the work less authoritative. Similarly, it is inappropriate to use names of people and/or trade names unless there is no other way to describe the item.

The preceding excerpt from a report on metal hardness problems illustrates how not to write a technical report. Judicious use of personal pronouns is acceptable, but because a novice in technical writing may not know when it is acceptable, it is probably advisable to avoid the use of personal pronouns (I, you, me, we, mine) in formal reports and published papers. Writing in the third person is the style adopted in many journals and organizations. [The text contains personal anecdotes that may use personal pronouns. I placed them within brackets so that I can follow the rule of no personal pronouns in the remainder of the text. Consider these bracketed sections like the sidebars used in some texts to interject interesting facts, like biographical sketches, to keep the reader’s interest. In my case, the first draft of this book was deemed “boring” by several reviewers. The second draft with personal anecdotes was not labeled boring by the second set of reviewers, just “rough.” This third rewrite

Discouraged

I ran a series of hardness tests on the valve seals for Bob MacArther from the shops division, and I found that three of the seals were below normal. I also notified Harry Randall and Phylis Carter so that the two of them could do Rockwell measurements on future value seals.

addresses the dislikes of all ten reviewers, and I left anecdotes like this in because, let us face it—English grammar and writing techniques are not the most titillating subjects.]

With regard to using people’s names in reports, it is not necessary and it reads “unprofessional.” In addition, it adds length, and anything that adds unnecessary length to a document should not be done. If the intent of including names is to give credit, the correct placement of credits is not in the body of a report. Credits belong in end-of-document acknowledgments, which will be covered in a subsequent Chapter. Personal pronouns and names should be omitted because they are unnecessary. Trade names should be avoided because of liability considerations. The message can usually be conveyed fully without their use:

Be Concise

Technical reports are usually written for business reasons. They are not intended to entertain; they communicate information to an identified person or group. Say what you want to say and get out! Wandering sentences and extra words reflect badly on the author and often have a negative effect on the readership that you are trying to reach.

Preferred

A series of hardness tests were conducted on valve seals at the request of the Shops Division, and it was determined that three parts had abnormally low hardness. The appropriate individuals were notified so that they can request hardness testing on future valve-seal shipments.

Wordy

Polymer surfaces were studied to determine if physical surface changes occur with continued UV exposure. This program was necessitated to meet customer expectations for a longtime company with world-class name recognition. If surface degradation is in fact occurring, we need to ascertain and assess the severity of this degradation. Moreover, it is imperative that we address any product deficiencies so that the company image as a supplier of robust products is not denigrated.

Preferred

A study was conducted to quantify UV damage to polymer surfaces. This work was done to satisfy customer concerns about the weatherability of sun shields made from our outdoor grade of polypropylene.

Concision can become an acquired writing trait. There are text books on the subject, but a major source of extra words are phrases such as “it follows that,” “in any case,” and “nonetheless.” It is often possible to replace these phrases with a punctuation mark.

Concise writing is described further in subsequent Chapters, but every writer should strive to state his or her message with the fewest words. Invariably, the people who read technical documents are busy. Extra words mean extra work for them and that they like your document (plan, proposal, etc.) less.

Directed to Readers

Chapter 4 “Writing Strategy” discusses readership of reports, but at this point it is sufficient to say that technical reports must be directed to a particular readership. The author is responsible for determining the specific individuals or parties who will receive a technical document. Writing should be aimed at the readership. Directing a report determines the technical level of the writing. If you direct a report to your coworkers, you do not have to bring them up to speed on the organization of your department. They already know it.

The readers know what an infrared camera is, where it goes on the instrument, what an SEM (scanning electron microscope) is, and about the

Not Concise

The biopsy results were negative. Nonetheless, the nurse-practitioner sent a sample for retest to be sure.

Preferred

The biopsy results were negative, but the nurse-practitioner sent a sample for retest to be sure.

Parochial Report

The attached procedure covers the operation of an infrared camera on the department’s SEM. This equipment upgrade addresses the problem that exists in determining the exact location of beam impingement within the sample holder area.

impingement problem, or they should know, if the document is correctly directed. If this report was to be circulated outside the department or to upper level management, it would be necessary to give background information and define terms.

Style and Format

The attributes of technical writing also include style and format. Style is the way that you write; format is the ordering and physical layout of a document.

The appropriate style for technical writing is objective. Technical documents present data, facts, calculations, test results, and theories, and these must be presented in an accurate manner that is not opinionated. Conclusions are inferred from test results; recommendations are the logical outcome of the conclusions.

The format (the basic elements and their placement) of technical papers and reports is a more structured one than that used for other forms of writing. Formal technical reports have basic elements and a structure as follows:

Introduction (why you are doing the work) Procedure (what you did) Results (what happened) Discussion (what it means) Conclusions (what was learned) Recommendations (what is to be done with the new

information or knowledge)

Not Objective

The damaged gear train was removed in a bushel basket. Only a miracle worker could put this puppy back together. The operators must have fallen asleep at the controls.

Preferred

The damaged gear train was removed for inspection to determine the root cause of failure. At this point in the failure analysis, it appears that the unit cannot be returned to service. Testing will be completed by Wednesday.

This style and format have been agreed to by international technical journals, most educational institutions that teach in English, and most industries or organizations that employ engineers and scientists. As shown in subsequent Chapters, all of these report elements may sometimes be put on one page.

[I recently acquired a new supervisor who is not familiar with engineering or laboratory testing. He receives a copy of all my reports. He recently annotated one of my reports with “seems rather segregated.” He is right; technical reports are segregated. The problem statement goes in the introduction; what you did goes in the investigation section. The results go in the results section, and so forth. Technical reports have a definite order.]

In summary, technical reports have a standard style and format, and, as this book shows, this makes writing technical reports easy

Archival

An intrinsic part of the value of technical writing is that it is written in such a manner that it can be archived and produce valuable and usable information in the future. Conversely, technical documents should not be generated on transient issues or subjects that will not be pertinent in the future.

REFERENCES:

1. http://www.asminternational.org/documents/10192/3448649/ACFAA62.pdf/5890813c-31ba-46b4-b7fa-8f20eb03fb6e

Not Archival

The BCH perforators were shut down last Thursday because of a power interruption. The shutdown caused the loss of three master rolls of product. The root cause of the shutdown was determined to be a faulty relay in the control point of the perforating center. The specific details of the product loss are:

SELF-CHECK 1.2-1


Learning Outcome #2


TECHNICAL WRITING

Directions: Rewrite the following.

Question 1

The Company had an opportunity in the first quarter to drill two wells it had originally planned for the third quarter because of the unexpected availability of a coiled tubing drilling unit before breakup, and with enough of a window to complete both wells.

Question 2

The Company drilled 24 wells in 2005 of which six were drilled at Oil City resulting in five gas wells and one dry hole, seven were drilled at Oil City South resulting in six gas wells and one dry hole and 11 were drilled at Oil City North resulting in eight oil wells and three dry holes.

ANSWER KEY 1.2-1


Learning Outcome #2


TECHNICAL WRITING

Question 1

The Company was able to drill two wells originally scheduled for the third quarter because a coiled tubing drilling unit became available in enough time before breakup.

Question 2

The Company drilled a total of 24 wells in 1998: 5 gas wells and 1 dry hole

at Oil City, 6 gas wells and 1 dry hole at Oil City South, and 8 oil wells and

3 dry holes at Oil City North.

or

The Company drilled a total of 24 wells in 1998 as summarized in the

table below:

Oil City

Oil City South

Oil CityNorth

Total

Gas 5 6 0 11Oil 0 0 8 8Dry 1 1 3 5Total 6 7 11 24




Learning Outcome # 3



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 calculations4. Errors in recording information on forms/ documents are identified

and properly acted upon5. Reporting requirements to supervisor are completed according to

organizational guidelines

CONTENTS:

1. Basic mathematics2. Storage of information

CONDITIONS:

The students/trainees must be provided with the following:

1. Paper2. Pencils/ball pen3. Reference books4. Manuals

METHODOLOGIES:

1. Group discussion2. Interaction3. Lecture4. Self paced learning

ASSESSMENT METHODS:

1. Written test2. Practical/performance test3. Interview



Learning Outcome #3


BASIC MATHEMATICS

1. Addition2. Subtraction3. Multiplication4. Division

Addition

Definition:

The act of adding to or more things/numbers.

Parts:

1. Addends refer to two or more numbers being added.

2. Sum is the result of addition or the total.

Example:

2 + 6 = 8;

Where

2 and 6 are addends, and

8 is the sum.

Subtraction

Definition:

It is the inverse of addition. It is taking away something from another.

Parts:

1) Minuend is first number where the second number is subtracted from.

2) Subtrahend is the number being subtracted.

3) Difference is the result of subtraction or also known as the remainder.

Example

4 - 3 = 1;

Where:

4 is the minuend,

3 is the subtrahend, and

1 is the difference.

Multiplication

Definition:

The process of combining matrices, vectors, or other quantities under specific rules to obtain their product.

Parts:

1) Factors are numbers you can multiply together to get another number

2) Product is the result of multiplication.

Example

2 x 3 = 6;

Where:

2 and 3 are factors, and

6 is the product.

Division

Definition:

The operation of determining how many times one quantity is contained in another; the inverse of multiplication

Parts of Division:

1) Dividend is the number that is divided by another number in a division operation

2) Divisor is the number used to divide.

3) Quotient is the result of division.

4) Remainder is a part that is left over

Example

7 ÷ 2 = 3 r1;

Where

7 is dividend,

2 is the divisor,

3 is the quotient, and

1 the remainder.

REFERENCES:

1) www.slideshare.net/eunice6ix/the-four-fundamental-operations

http://www.slideshare.net/eunice6ix/the-four-fundamental-operations

SELF-CHECK 1.2-1


Learning Outcome #2


BASIC MATHEMATICS

Multiple Choices

Direction: Encircle the best answer. You only have 10 minutes to answer all the given problems below.

1) 3 x 4 + 5 – 5 / 5a. 19b. 12/5c. 16d. 23

2) 2 – 26 ÷ 13a. 0b. -24/13

c. 2d. 4

3) 290 x 3 a. 807b. 708c. 870d. 780

4) 9782 - 5687a. 5094b. 5049c. 4059d. 4095

5) 9 – 18 ÷ 9 – 9a. 2b. -2c. 4d. -4

ANSWER KEY 1.3-1


Learning Outcome #3


BASIC MATHEMATICS

Multiple Choices

1. C2. A3. C4. D5. B



Learning Outcome #3


STORAGE OF INFORMATION

Information storage and retrievalInformation storage and retrieval, the systematic process of

collecting and cataloging data so that they can be located and displayed on request.

Computers and data processing techniques have made possible the high-speed, selective retrieval of large amounts of information for government, commercial, and academic purposes. There are several basic types of information-storage-and-retrieval systems.

Document-retrieval systems store entire documents, which are usually retrieved by title or by key words associated with the document. In some systems, the text of documents is stored as data. This permits full text searching, enabling retrieval on the basis of any words in the

document. In others, a digitized image of the document is stored, usually on a write-once optical disc.

Database systems store the information as a series of discrete records that are, in turn, divided into discrete fields (e.g., name, address, and phone number); records can be searched and retrieved on the basis of the content of the fields (e.g., all people who have a particular telephone area code). The data are stored within the computer, either in main storage or auxiliary storage, for ready access.

Reference-retrieval systems store references to documents rather than the documents themselves. Such systems, in response to a search request, provide the titles of relevant documents and frequently their physical locations. Such systems are efficient when large amounts of different types of printed data must be stored. They have proven extremely effective in libraries, where material is constantly changing.

Information Storage

The computer stores different types of information in different ways, depending on what the information is, how much storage space it requires, and how quickly it needs to be accessed. This information is stored in its "short term" memory and its "long term" memory.

Your system memory (or RAM) holds information that you or the computer are working with right now. This is the computer's "short term memory", and is designed to be able to feed information to the processor at high speed so the processor isn't slowed down too much while waiting for it. However, this short-term memory disappears when the computer is turned off. This is why you must always save a file that you are working on before turning off the machine.

Longer-term storage is provided by your hard disk drive, floppy drive and other devices, where information is stored permanently in the form of files, ready for you to retrieve when you need it. When you want to use your spreadsheet program, for example, the computer loads the instructions that are stored on the hard disk that tell the computer how to run it, from long-term storage (your hard disk) into short-term memory.

How to set up an effective filing system

The importance of record-keeping and filing systems cannot be too highly stressed. A well-planned system contributes significantly to efficiency of operation as well as to a company's image. Whether records are filed in a computer or in a steel cabinet, they have to be readily accessible.

Make a study of your system. Conducting such a study is no more than taking an inventory of the records in your files.

Some of the questions you should ask are: What are the records Where should they be filed Who uses the records How often are they used How are they used How are the records referred to What is the size of each record How many of each record are filed Who else has copies of the same record

Also check if your filing system shows any of the following symptoms:

You find the information you need is difficult to obtain due to your system or lack of one

You are repeatedly having to expand your file system capacity You are maintaining duplicate files of the same information You are filing material to protect the function and not because of

information or legal requirements You are using your filing system or equipment for non-records

storage Your file folders are too full for easy access Your filing drawers or shelves are too full for easy access You are not finding the information you require in the first place you

look

Your analysis is now complete - your records inventory reveals the strengths and weaknesses of your record-keeping system.

Once you have analyzed your records inventory, you should determine:

Best arrangement of the records Type of media to be filed (paper, microfilm etc) Proper equipment for adequate storage and retrieval Proper systems to complement the equipment The required record retention schedule and facility

Basic Filing Procedure

InspectingEach document is inspected to see that it has been released. If not, it should be returned to the interested party.

MarkingDetermine under what name or caption the paper is to be filed

Follow-up and Cross-referenceIf the letter is marked for follow-up, then a record should be made and placed in the follow-up file. If there is more than one place in which to file the document, make a cross-reference.

SortingSorting is the preliminary arrangement of papers according to the first filing unit of the name or number. This is the last step prior to actual filing. Sorting also makes documents easy to find if they are needed while out of the file. Documents should be arranged in sequence so they can be placed in the proper folders quickly, without moving back and forth

FilingFiling is the actual placing of documents in folders in a pre-determined plan. Torn papers should be mended before they are filed. Raise the folders slightly in the file drawer when placing papers in them so the papers will go entirely to the bottom of the folder.

Check the caption of the document and folder as a precaution against misfiling.

All documents should be placed with the tops to the left as you face the folder. Never overcrowd folders. Break them down by date, name or subject using additional folders.

Filing systems utilize one of the following methods:

Alphabetical Numerical Geographical Subject Chronologic

All these methods have advantages and disadvantages and you must decide which one would be best for you.

Alphabetic Filing

Alphabetic systems group documents together by letters of the name from A - Z. These systems can be used for any volume of records.

There are a number of protocols or rules for filing alphabetically that must be committed to memory:

The alphabetical sequence must be strictly adhered to abbess comes before abbot and Richards before Richardson

Files or entries are sequenced letter by letter:DunDunnDunstable

Indefinite and definite articles (a, the) are ignored in entry titles Abbreviations are filed as written: Messrs Smith and Williams Abbreviated names like BBC, ITV etc are filed according to their

abbreviated letter sequence St is filed as Saint and foreign versions like San or Sainte are filed as

spelled. Some filing systems treat Mc, Mac or M' as different versions of 'Mac' and file them according to their individual letter sequence; others tream them all as 'Mac'.

Entries which are shorter come first:ElizabethElizabeth IElizabeth I, Queen of England

Personal names are normally filed surname first:Richards, Sir GordonRichards, JackRichards, Dr John

Titles like Mr, Mrs, Dr, Prof, Sit etc are ignored, save for forming part of the entry after the initial surname shown.

Where the same word occurs as a name, then the convention is to enter the forename followed by the surname, followed by the corporate name and then the name as the subject:

HeatherHeather, ArnoldHeather, Products LimitedHeather, British Species

Advantages:Its advantages include the fact that it gives direct reference and also

groups common and/or family names together. It enables files to be read and accessed quickly and is also readily expandable.

Disadvantages:By the same token, common names do not occur evenly throughout the alphabet. There are, for instance, more names beginning with S than with Q. As an alpha file grows - say to hundreds or thousands of names - identification and locations become more cumbersome. Items within a named file require some additional system of classification - letters to an account client may need to be numbered or filed chronologically, making cross-referencing laborious.

Numerical FilingNumerical filing refers to all systems in which documents are prenumbered to distinguish them from each other or from alpha documents. Numerical systems can be as simple as numbering and filing from the lowest number to the highest. Files may be numbered from 1 to 1000 and major sections may occur at regular intervals (100, 200, 300). Sub -sections within a file may be introduced by the addition of a decimal point: 100.1, 235.64 etc

Advantages:The greatest benefit of a numeric system is speed of filing and finding. It is twice as fast to file and find by number than by name. Even though a numeric file requires a cross index, it can increase production time by 40 to 50%.

Numeric systems provide both a positive identification of the record and a degree of confidentiality. This system is capable of infinite expansions and can cope with a very large number of sub-sections, sub-divisions and diverging branches of data.

Disadvantages:In order for the numbers to convey readily what they mean, it is necessary for an index to be created, eg:600 Technology650 Business Practices658 Management etc

This system is therefore more time-consuming to use than one in which each file is given an instantly identifiable name.

GeographicGeographic filing systems operate generally by county or country and

then alphabetically or numerically by account name or number. Reasons for this type of filing can be several. Since countries have differing laws and licenses, a commercial enterprise may have to consider these constraints as of primary importance.

Advantages:Such a system enables statistics to be held in manageable and comparable units and also permits a large or 'macro' figure or total to be evaluated in terms of its 'micro' or component parts.

Subject FilingThis is the arranging of material by given subject. It is filing by descriptive feature instead of by name or number. Such filing involves choosing a word or phrase to stand for each subject or to point out one phase of it.

A subject folder may contain any combination of correspondence, bulletins, clippings, pictures, statistics, trade journals and other printed information relating to the subject.

Subject filing is considered the most difficult of all methods of filing. It is a system which demands that the person installing such a system has a complete knowledge of the business. The greatest problem is knowing under which subject an item will be filed. Because a subject file is expensive to maintain, subject filing should be used only where necessary.

Chronologic Filing Chronologic filing is filing by date. This system is necessary to file items according to the day/date received - such as applications for permits or licenses or the dates when vehicles in a company fleet were services.

Advantages:Particularly useful when actions need to be taken on a cyclical basis - like relicensing cars annually, good for cross-referencing - file on vehicle and relicensing date records can be quickly matched.Disadvantages:This systems requires an index and explanatory back-up system. It is time-consuming to access data held in a manual filing system.

TIPS

Space:A file drawer or shelf should be filled to no more than 90% of its capacity. Tightly packed files slow filing and finding to a crawl.

Index GuideAll active files should have a guide every 10 to 15 folders. Anything less means you are wasting time pushing and pulling folders back and forth, looking for the required record.

Folder TabsFolder tabs should be visible immediately upon opening the file. A well-run file must have folders of uniform size and tab styles. Mixing folder heights and tab positions can reduce the efficiency of a filing system.

Folder Tab IdentificationIdentification on the tabs should be typewritten. Handwritten labels or labels with the names crossed out and re-typed should never be permitted.

File Overload Don't overload your files to hold more than its capacity. If more files are placed in a folder than it can hold, the tab will slump down and out of sight.

Cross Indexing Make a reference in one file of related or helpful/additional data held in another file.

Noting Files In UseA file borrowed without a record of who has it, when it was removed from the filing system etc, is a file lost! Make sure you have a 'file in use' set of slips to be filled out showing: user, date out, date due back etc.Maintaining SecuritySome files will certainly contain highly confidential data; make sure you control who may access what and keep a secure system for sensitive files.

SELF-CHECK 1.3-2


Learning Outcome #3



Questions:

Discuss the five (5) Basic Filing Procedures?

ANSWER KEY 1.3-2


Learning Outcome #3



1. InspectingEach document is inspected to see that it has been released. If not, it should be returned to the interested party.

2. MarkingDetermine under what name or caption the paper is to be filed

3. Follow-up and Cross-referenceIf the letter is marked for follow-up, then a record should be made and placed in the follow-up file. If there is more than one place in which to file the document, make a cross-reference.

4. SortingSorting is the preliminary arrangement of papers according to the first filing unit of the name or number. This is the last step prior to actual filing. Sorting also makes documents easy to find if they are needed while out of the file. Documents should be arranged in sequence so they can be placed in the proper folders quickly, without moving back and forth

5. FilingFiling is the actual placing of documents in folders in a pre-determined plan. Torn papers should be mended before they are filed. Raise the folders slightly in the file drawer when placing papers in them so the papers will go entirely to the bottom of the folder

Competency Standard Motorcycle/Small Engine Servicing NC II


Ways in which evidence will be collected:[tick the column]

The evidence must show that the candidate… Obse

rvati

on

Quest

ionin

g

Dem

onst

rati

on

Port

folio


√


√


√

Note: *Critical Aspects of Competency

Prepared by: __________________________________

Date:

Checked by: __________________________________

Date:

Demonstration

Candidate’s Name:

Assessor’s Name:

Unit of Competency: Participate in workplace communication

Competency Standards:

Motorcycle/Small Engine Servicing NC II

Date of Assessment:

Time of Assessment:

Instructions for the Demonstration

Given the necessary materials, the trainees will participate in workplace communicationMaterials;Paper, Pencil, Writing Pad

Observation

During the demonstration of skills, the candidate:

Please check (√) to show if evidence is

demonstrated

The candidate’s demonstration was:

Satisfactory Not Satisfactory

QUESTIONSSATISFACTORY

RESPONSE

The candidate should answer the following questions: YES NO

1. How do you apply effective communication?

2. What are the four basic mathematical operations?

3. What is a sentence?

4. Give the eight parts of speech?

5. Give at least five barriers of effective communication?

The candidate’s underpinning knowledge was:

Satisfactory Not Satisfactory

Candidate’s Signature: Date:

Assessor’s Signature: Date:

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