Grade 11

AUTOMOTIVE SERVICING

Module 1: OBTAIN AND CONVEY WORKPLACE

COMMUNICATION

1st Semester, S.Y. 2020-2021

MDM-Sagay College, Inc.

Office: Feliza Bldg., Marañon St. Pob 2, Sagay City
Campus: National Highway, Poblacion 2, Sagay City, Negros Occidental
Tel.# 488-0531/ email: mdm_sagay2000@gmail.com.
Module 1: OBTAIN AND CONVEY WORKPLACE
COMMUNICATION

What I know

Directions: Choose the letter of the correct answer. Use

separate sheet of paper.
1. Is used for communication are voice mail, E-mail, fax, and word processing.
A. TECHNOLOGY
B. ORAL COMMUNICATION
C. WRITTEN COMMUNICATION
2. Should be considered as an important and effective workplace communication
skill.
A. Read a Lot
B. Listen and Observe Things
C. Have Right Body Language

3. The more likely that an administrative assistant may be asked to do such

tasks.
A. TECHNOLOGY
B. ORAL COMMUNICATION
C. WRITTEN COMMUNICATION
4. They are presenting their thoughts while speaking to others both
professionally and personally.
A. Read a Lot
B. Listen and Observe Things
C. Have Right Body Language

5. The ability to function as part of a problem-solving group are also skills that
employers.
A. TECHNOLOGY
B. ORAL COMMUNICATION
C. WRITTEN COMMUNICATION

What’s In

Why Communications Skills Are So Important? Draw the skitch.

What’s New
Effective Communication in the Workplace
Why is communication important in management and leadership?
Communication is essential for effective functioning in every part of an
organization. Although marketing, production, finance, personnel, and maintenance
departments may receive direction from corporate goals and objectives,
communication links them together and facilitates organizational success. The
importance of effective communication for managers cannot be overemphasized for
one specific reason: everything a manager does, involves communicating.
Communication is needed to increase efficiency, satisfy customers, improve quality,
and create innovative products.
Effective communication is so important for organizational success that not
only managers, but also their employees must be effective communicators. One role
of a manager is to help employees improve their communication skills. When all
members of a team, department, or organization are able to communicate effectively
with each other and with people outside their group, they are much more likely to
perform well. The successful manager, therefore, needs effective communication
skills.

What is It
What is communication?
Communication is the sharing of information between two or more
individuals or groups to reach a common understanding. The most important
part of this definition is that the information or ideas conveyed must be
understood. To see what this definition means in practice, consider giving or
receiving incomplete information. With only a partial understanding, problems
will occur.
Good communication is often incorrectly defined by the communicator as
agreement instead of clarity of understanding. If someone disagrees with us, we
may often assume the person just did not fully understand our position; but a
person can clearly understand us and simply not agree. In fact, when a manager
concludes that a lack of communication must exist because a conflict between
two employees has continued for a long time, a closer look often reveals that, to
the contrary, plenty of effective communication is going on. Each fully
understands the other's position, but their communication does not necessarily
produce agreement.
What are the two phases of the communication process?

The communication process consists of two phases.

· the transmission phase

· the feedback phase

In the transmission phase, information is sent from one individual or group-the

sender-to another individual or group-the receiver. In the feedback phase, a
common understanding is assured.

What is the transmission phase of communication?

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

What is the feedback phase of communication?

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

How does perception impact communication?

Perception is the process through which people select, organize, and
interpret sensory input to give meaning and order to the world around them.
Perception is inherently subjective and influenced by people's personalities,
values, attitudes, moods, experience, and knowledge. When senders and
receivers communicate with each other, they are doing so based on their own
subjective perceptions.
Perception plays a central role in communication and affects both
transmission and feedback. The encoding and decoding of messages and even the
choice of a medium hinge on the perceptions of senders and receivers.
What is nonverbal communication?
The encoding of messages into words, written or spoken, is verbal
communication. Nonverbal communication includes all messages encoded
without using written or spoken language. Nonverbal communication shares
information through facial expressions, body language, and even style of dress.
Physical elements such as buildings, office furniture, and space also convey
messages. Office arrangements convey status, power, and prestige.
Pay close attention to nonverbal behaviors when communicating. Learn to
coordinate your verbal messages with your nonverbal behavior and to be sensitive
to what your employees, managers, and peers are saying nonverbally. It is easy to
underestimate the powerful impact that nonverbal communication has on the
perceptions of others. Nonverbal messages can undermine contrary verbal or
written messages. A message can be given meaning only in a context, and cues or
signals are easy to misinterpret.

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

Most of a manager's communication time is spent one-on-one, or face-to-
face, with employees. Face-to -face communication provides immediate feedback
and is the richest information medium because of the many information
channels available through voice, eye contact, posture, blush, and body
language. It is the appropriate medium for delegating tasks, coaching,
disciplining, instructing, sharing information, answering questions, checking
progress toward objectives, and developing and maintaining interpersonal
relations. Managers also spend one-on-one, face-to-face time communicating
with their managers, colleagues, and peers.

When should I communicate via the telephone?

Telephone or spoken communications electronically transmitted provide
only the cue of voice inflection, not the visual cues available from face-to-face
interaction. The amount of time spent on the telephone varies greatly with the
job. Before making any call, you should always set an objective and write down
what you plan to discuss. Use the paper to write notes during the call. The
telephone is the appropriate medium for quick exchanges of information and for
monitoring progress. It is especially useful for saving travel time, but it is
inappropriate for personal matters like discipline.

When should I use written communication?

Individually addressed written communications convey only the cues
written on paper and are slow to provide feedback, although they can be
personalized. Written communications meant for a group of people are the lowest
in richness, as they are not focused on a single receiver, use limited information
cues, and do not permit easy feedback. They do, however, provide documentation
that the information has been provided.
You and your employees can ask certain questions before sending messages
inside and outside the organization.

How does technology affect communication?

Exciting advances in information technology have dramatically increased the
speed of communication. You can now communicate more easily with your teams
and can access information more quickly to make decisions. In order to be
competitive, you should keep abreast of the latest advances in information
technology. But you should not adopt these or other advances without first carefully
considering whether and how the technology advance in question might improve
communication and performance in your particular groups, teams, departments, or
organization.
What are the different types of communication networks?
The pathways along which information flows throughout an organization are
called communication networks. The type of communication network that exists
in a group depends on the nature of the group's tasks and the extent to which
group members need to communicate with each other in order to achieve group
goals. Four kinds of communication networks that can develop in groups and
teams are:

· wheel
· chain
· circle
· all-channel

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

Organize Your Thoughts

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

Listen and Observe Things

Check the people around you who talk effortlessly and very effectively.
Observe what and how they are presenting their thoughts while speaking to
others both professionally and personally. Then ask yourself certain questions
based on this whether you are confident enough to present your thoughts and
ideas in a similar manner or not. Do not try to copy but find out the difference
between and work on the gap.

Do not React Immediately

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

Read a Lot
This is absolutely necessary and true that if you have knowledge then you
can speak effectively and so reading should be considered as an important and
effective workplace communication skill. By reading quality articles not only
related to your job but also on other issues will help you a lot in gaining
knowledge on diverse topics. Therefore after regular reading you will have so
many things and thoughts to share.

Be Confident
It is your first time when you will be facing the audience while delivering a
speech. You are nervous, which is obvious. But apart from this you will have to
be confident. Think about all the positive points and person you think has a
positive influence on your life. This will give boost to your confidence.
Have Right Body Language
Now you have all the above mentioned qualities but this one is missing. It
means that you are destroying all other things as it is an icing on the cake. You
body language must be parallel to your communication and this is also
considered as an effective workplace communication skill. Maintain the right
posture and stiff shoulders to show that you are ready for the conversation. At
workplace never sit in a relaxed way.

Have a Good Command on the Language

Now which so ever language you are using to converse in the office you
must have command over that. Make sure to have good vocabulary and ways to
frame and re-frame the sentences in various ways.
Apart from this make your personality very appealing for good workplace
communication skills. By following all these you can really improve your
communication skills at workplace.

THREE MAIN SKILLS

Employers highlighted three skills needed by all workers: teamwork,
flexibility, and communication. Since many workplaces are currently organized
according to a matrix system, an employee no longer has a specific job. Instead,
his or her skills —especially in graphics, computers, or oral presentations—
make the worker a valued member of a team. These three skills are essential for
the matrix worker, since he or she must work well with others and be able to
switch easily from team to team, depending on the project. Several companies
stressed another employment factor: good attendance. Some employers stressed
repeatedly that weak attendance policies in school are not helping to train
workers for the reality of work policies. A final quality many stressed was a
positive attitude in the interview and on the job. Most would not hire an
applicant who lacked enthusiasm.

WRITTEN COMMUNICATION
Oral communication is the mode of choice in most workplaces today; the
paper memo is dead, replaced by voice mail, informal conversation, and
sometimes E-mail or fax-mail. But two writing tasks still loom before the entry
level worker: Writing reports and filling out forms. For example, many
companies these days are seeking certification in a variety of world class
standard programs, like ISO or QS 9000, an automotive quality certification.
These certifications require extensive documentation. Workers have to fill out
reports that ask them to describe exactly what they do and how they do it.
The service industries also fill out countless reports, such as service
orders, patient care reports, and lab reports. Some entry-level employees, like
administrative assistants, may be responsible for compiling or even composing
some parts of a formal report. The smaller the company, the more likely that an
administrative assistant may be asked to do such tasks. Some companies also
like to "grow their own" managers by extending such responsibilities to entry-
level personnel, encouraging them to accept the challenge.

ORAL COMMUNICATION
We can see that employees still need written communication skills. Yet
interpersonal oral communication skills are the ones most prized by employers
in the new informal workplace atmosphere. Some employers, even test
technicians in their ability to follow oral directions. Employees who work with
the public or closely with teams need skills in empathy and feedback
techniques, especially in fields such as customer service, criminal justice,
medical, and legal. Critical thinking and the ability to function as part of a
problem-solving group are also skills that employers look for. At IBM, for
 instance, the team members have to sell their ideas to management to receive
funding.
Simple conversational skills are also important in the workplace. Some
employers mention telephone etiquette as an important skill. The same
annoyances we suffer from poor voice mail messages are cited by employers,
who hate to waste time tracking down a telephone number to return a message.
The ability to interview to get important information is also a necessary skill.
Service people must interview clients to write a work order. Legal secretaries who
work for small firms often must interview witnesses. Police officers gather details
of crime, medical office personnel collect information on insurance, and
incorrect information may lead to trouble or even litigation later on.
Entry-level employees are likely to deliver at least some formal
presentations. The most typical is leading tours. Often this task of leading
around groups of Cub Scouts or teachers falls to those lower on the roster,
although executives will lead tours for visiting dignitaries. Even large group
presentations are required of some entry-level people. Rookie police officers are
assigned DARE and Community Watch presentations. They will also have to
testify in court. A legal secretary may have to ask for a continuance in a
courtroom if an attorney is detained across town. An administrative assistant is
likely to serve as a greeter and introduce speakers at formal functions.

TECHNOLOGY
Written and oral communication skills are very important in today's high-
powered workplace, but employees must also be able to use modern technology
to communicate. The technologies most often used for communication are voice
mail, E-mail, fax, and word processing. The employers surveyed preferred the
Microsoft 3-pack of Excel, Word, and PowerPoint, a preference that seems to
mirror national trends. Business use of CD-ROM and Internet is more restricted;
in many companies, only certain workstations have access to the Internet. The
assumption is that employees may waste time surfing. Some industries, such as
automotive, store specifications on CD-ROM. The medical and legal field also
retrieve data from ROM, so students in these programs need to be comfortable
with CD-ROM technology.

What’s More
Activity 2

Read the questions carefully and select the best answer in the box. Write your
answer in separate of paper. (copy and answer)

Have Right Body Language Read a Lot

Supportive and effective listener TECHNOLOGY
Have a Good Command on the Language
ORAL COMMUNICATION WRITTEN COMMUNICATION
Be Confident Listen and Observe Things

1. The ones most prized by employers in the new informal workplace

atmosphere.
2. The positive points and person you think has a positive influence on your life.
 3. The right posture and stiff shoulders to show that you are ready for the
conversation.
4. The reading should be considered as an important and effective workplace
communication skill.
5. The vocabulary and ways to frame and re-frame the sentences.

What I Have Learned

Effective Workplace Communication Tips

1. Set up an atmosphere for communicating. Everyone gets to say what they

want, nobody is punished, and everyone is safe to say what they want with
no fear of retribution. It’s important to set up an environment where people
actually can participate freely without having to worry that it will affect
their jobs. You can’t just say you have an open door policy; you have to
demonstrate that you really will follow through.
2. Everyone agrees to listen and only person talks at a time. When someone
speaks other people simply listen. There should be no advice giving,
rebuttals or contradicting. Everyone gets a chance to say what they want.
Stick to these guidelines in order to create an atmosphere where people
respect each other and commit to listening to one another without the
usual chaos that ensues in regular meetings.
3. Everyone agrees that there is no such thing as a wrong comment or dumb
question. Think about how you feel when your point of view is crushed. It’s
very important, and productive, to validate people’s input. It doesn’t really
matter whether they are wrong or right and you don’t have to implement
their ideas. The point is simply to help people feel important by accepting
their comments.
4. Everyone agrees to talk about the same amount of time. No one person
monopolizes the conversation. No one person is more important than
another. Level the playing field by limiting the demoralizing effect of one
person standing there talking endlessly while everyone else is asleep. Make
sure everyone has voice.
5. We agree to communicate with each other respectfully, with a calm tone of
voice, without harsh language and with no derogatory comments. Louder
isn’t always better or more effective. It’s much more enjoyable to talk
calmly and give yourself a chance to relax instead of always being agitated.
6. We agree that any information that is communicated will not be used
against someone or to make them feel bad. We promise to not use
information to hurt other people and that we will be a workplace that
values individuals’ input.
7. Keep it simple. Say what you mean, say it briefly and constructively.
People fall in with the sound of their own voices and forget that other
people have equally important things to say. Say what you want to say and
then get out of the way. Practice saying things briefly, you will eventually
get good at it and be able to devote your time to more enjoyable pursuits.
8. Leave any personal agendas out of the meeting. When people come in with
a predetermined outcome in mind it tends to derail the whole group.
9. Keep an open mind and redirect the conversation when you notice that
someone is trying to settle a score or is aggressively advocating for a
 personal issue.
10.Keep it positive. Communication ideally builds a positive atmosphere that
promotes solutions rather than only gripe sessions. Remember to model
positive behavior so that everyone follows your lead. Keep the tone upbeat
and people will have a hard time staying cranky.
Once you follow all of these concepts you will be on your way to communicating
effectively. Each one takes practice and commitment from all parties involved.
Practice each area (one at a time) until you master it. At first, you will notice
resistance and people may even think you are nuts. Over time people will enjoy
the new, calmer way of doing things and you will get more work done. When you
have mastered all of them you will experience the peace of mind that comes from
communicating effectively.

Communication

1. Is a process that allows organisms to exchange information by several

methods. Communication requires that all parties understand a common
language that is exchanged with each other.
2. Are the auditory means, such as speaking, singing and sometimes tone of
voice, and nonverbal, physical means, such as body language, sign language,
paralanguage, touch, eye contact, or the use of writing.

Language
• Is a system of symbols and the rules used to manipulate them.
• Though commonly used as a means of communication among people, human
language is only one instance of this phenomenon.

Nonverbal communication
• is the process of transmitting messages without spoken words, sometimes
called body language, messages can be communicated through facial
expressions; gestures; and posture.

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

Paralanguage
• may be expressed consciously or unconsciously, and it includes the pitch,
volume, and,
in some cases,
intonation of

speech.

• • It forms part of the category of paralanguage, which describes all forms

of human communication that are not verbal language.

Why Communications Skills Are So Important

• the purpose of communication is to get your message across to others clearly.
• communication is only successful when both the sender and the receiver
understand the same information as a result of the communication.
 • Although all of us have been communicating with others since our
infancy, the process of transmitting information from an individual (or
group) to another is a very complex process with many sources of
potential error.

Consider the simple example:

• Terry: "I won't make it to work again tomorrow; because I have a morning
sickness due to my pregnancy
• Boss: Terry, this is the third day you've missed and you have a lot of things
to do in the house? Who will do this?

Barriers to Effective Communication

• The choice of words or language in which a sender encodes a message will
influence the quality of communication.
• language is a symbolic representation of a phenomenon, room for
interpretation and distortion of the meaning exists.
 • defensiveness, distorted perceptions, guilt, project, transference, distortions
from the past
• misreading of body language, tone and other non-verbal forms of
communication (see section below)
• noisy transmission (unreliable messages, inconsistency)
• receiver distortion: selective hearing, ignoring non-verbal cues

FORMS OF COMMUNICATION

a. Verbal - The meaning of words can be altered significantly by changing the

intonation of one's voice. Think of how many ways you can say "no"-you
could express mild doubt AND terror. Vocal meanings vary across cultures.
Intonation in one culture can mean support; another anger

Types of Verbal Communication

1. Speaking
– Speech communication refers to the processes associated with the
production and perception of sounds used in spoken language.
2. Writing
– is the representation of language in a textual medium; that is with
the use of signs or symbols.
– It is distinguished from illustration such as cave drawings and
paintings.

b. Non-Verbal - is facial expressions like smiles, gestures, eye contact, and

even your posture. Nonverbal communication is made up of the following
parts:
o Visual - This often called body language and includes facial
expression, eye movement, posture, and gestures. The face is the
biggest part of this. All of us "read" people's faces for ways to
interpret what they say and feel.
o Tactile - This involves the use of touch to impart meaning as in a
handshake, a pat on the back, an arm around the shoulder, a kiss,
or a hug.
o Vocal - The meaning of words can be altered significantly by
changing the intonation of one's voice. Think of how many ways you
can say "no"-you could express mild doubt AND terror. Vocal
meanings vary across cultures. Intonation in one culture can mean
support; another anger. you can make another person more
comfortable with you by selecting and emphasizing certain behaviors
that fit within your personality and resonate with another.

Start by Understanding Your Own Communication Style

• Good communication skills require a high level of self-awareness.
• Understanding your personal style of communicating will go a long way
toward helping you to create good and lasting impressions on others.
• you can make another person more comfortable with you by selecting and
emphasizing certain behaviors that fit within your personality and resonate
with another.

Be An Active Listener
• People speak at 100 to 175 words per minute (WPM), but they can listen
intelligently at up to 300 words per minute.
• gain information, obtain directions, understand others, solve problems,
share interest, see how another person feels, show support, etc.

Use Nonverbal Communication

• are facial expressions like smiles, gestures, eye contact, and even your
posture.

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Give Feedback
• what we hear can be amazingly different!
• is a verbal communications means used to clearly demonstrate you are
actively listening and to confirm the communications between you and
others.

Supportive and effective listener

• Stop Talking: Asks the other person for as much detail as he/she can
provide; asks for other's views and suggestions.
• Looks at the person, listens openly and with empathy to the employee; is
clear about his position; be patient
• Listen and Respond in an interested way that shows you understand the
problem and the other's concern
• is validating, not invalidating ("You wouldn't understand"); acknowledge
other's uniqueness, importance
• checks for understanding; paraphrases; asks questions for clarification
• don't control conversation; acknowledges what was said; let's the other finish
before responding
• Focuses on the problem, not the person; is descriptive and specific, not
evaluative; focuses on content, not delivery or emotion
• Attend to emotional as well as cognitive messages (e.g., anger); aware of non-
verbal cues, body language, etc.; listen between the lines
• React to the message, not the person, delivery or emotion
• Make sure you comprehend before you judge; ask questions

• Use many techniques to fully comprehend

• Fight distractions

Communication proces
• Sender
• encoding
• channel
• decoding
• receiver feedback
• context

As the source of the message, you need to be clear about why you're
communicating, and what you want to communicate.

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Message
• The message is the information that you want to communicate.

Encoding
• This is the process of transferring the information you want to communicate
into a form that can be sent and correctly decoded at the other end.
• Your success in encoding depends partly on your ability to convey information
clearly and simply, but also on your ability to anticipate and eliminate sources
of confusion (for example, cultural issues, mistaken assumptions, and missing
information.)

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

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

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

Feedback
• Your audience will provide you with feedback, verbal and nonverbal reactions
to your communicated message.
• Pay close attention to this feedback, as it is the only thing that allows you to be
confident that your audience has understood your message.

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

Effective Use of Questioning

• Questioning can..... arouse curiosity
• stimulate interest in the topic
• clarify concepts
• emphasize key points
• enhance problem-solving ability
• encourage students to think at higher cognitive levels

Figure 1. The Five Competencies on Achieving Necessary Skills

Resources: Identifies, organizes, plans, and allocates resources
1. Time—selects goal-relevant activities, ranks them, allocates time,
and prepares and follows schedules
2. Money—uses or prepares budgets, makes forecasts, keeps
records, and makes adjustments to meet objectives
3. Material and Facilities—acquires, stores, allocates, and uses
materials or space efficiently
4. Resources—assesses skills and distributes work accordingly,
evaluates performance, and provides feedback

Interpersonal: Works with others

1. Participates as Member of a Team—contributes to group effort
2. Teaches Others New Skills
3. Serves Clients/Customers—works to satisfy customers'
expectations
4. Exercises Leadership—communicates ideas to justify positions,
persuades and convinces others, responsibly challenges existing

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 procedures and policies
5. Negotiates—works toward agreements involving exchange of
resources, resolves divergent interests
6. Works with Diversity—works well with men and women from
diverse backgrounds

Information: Acquires and uses information

1. Acquires and Evaluates Information
2. Organizes and Maintains Information
3. Interprets and Communicates Information
4. Uses Computers to Process Information

Systems: Understands complex interrelationships

1. Understands Systems—knows how social, organizational, and
technological systems work and operates effectively with them
2. Monitors and Corrects Performance—distinguishes trends, predicts
impacts on systems operations, diagnoses deviations in systems'
performance, and corrects malfunctions
Improves or Designs Systems—suggests modifications to existing systems
and develops new and alternative systems to improve performance

Technology: Works with a variety of technologies

1. Selects Technology—chooses procedures, tools or equipment
including computers and related technologies
2. Applies Technology to Task—understands overall intent and proper
procedures for setup and operation of equipment

3. Maintains and Troubleshoots Equipment—prevents, identifies, or

solves problems with equipment, including computers and other
technologies

Basic Skills: Reads, writes, performs arithmetical and mathematical

operations, listens, and speaks

1. Reading—locates, understands, and interprets written information

in prose and in documents such as manuals, graphs, and
schedules
2. Writing—communicates thoughts, ideas, information, and
messages in writing; and creates documents such as letters,
directions, manuals, reports, graphs, and flow charts
3. Arithmetic/Mathematics—performs basic computations and
approaches practical problems by choosing appropriately from a
variety of mathematical techniques
4. Listening—receives, attends to, interprets, and responds to verbal
messages and other cues
5. Speaking—organizes ideas and communicates orally

Thinking Skills: Thinks creatively, makes decisions, solves problems,

visualizes, knows how to learn, and reasons
1. Creative Thinking—generates new ideas
2. Decision Making—specifies goals and constraints, generates
alternatives, considers risks, and evaluates and chooses best
alternative
3. Problem Solving—recognizes problems and devises and
implements plan of action
4. Seeing Things in the Mind's Eye—organizes, and processes
symbols, pictures, graphs, objects, and other information
5. Knowing How to Learn—uses efficient learning techniques to
acquire and apply new knowledge and skills
6. Reasoning—discovers a rule or principle underlying the
relationship between two or more objects and applies it when

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 solving a problem
Personal Qualities: Displays responsibility, self-esteem, sociability, self-
management, integrity and honesty
1. Responsibility—exerts a high level of effort and perseveres towards
goal attainment
2. Self Esteem—believes in own self-worth and maintains a positive
view of self
3. Sociability—demonstrates understanding, friendliness, adaptability,
empathy, and politeness in group settings
4. Self Management—assesses self accurately, sets personal goals,
monitors progress, and exhibits self-control

5. Integrity/Honesty—chooses ethical courses of action

a. Barriers to effective communication include:

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

by illustration
our perception of the message and the perception of the
receiver
the self-esteem of both the sender and receiver
the attitudes of both the sender and receiver
the environment in which the communication is taking place.

b. Important components or points of a spoken communication

are:

· our facial expression/s contribute 55% of the message

· the way we speak contributes 38% of the message (our tone,
volume and
· rate of speech)
· only 7% of the message is conveyed by the actual words
spoken.

c. Feedback is important when giving or receiving instructions

because it makes it clear to both the sender and the receiver
that the message as intended is fully understood.

d. Individual team members can help the team by:

· encouraging participation in discussion

· helping communication between individuals and within

the group
· listening effectively
· respecting other team members point of view
· mediating in conflict situations
· relieving tension, and
· monitoring the group or teams performance.

4
 Assessment

Direction: Read the question carefully and write your answer in separate sheet of
paper.
(copy and answer)
1. What are the three skills needed by all workers in obtaining and
conveying workplace communication?
2. The technologies most often used for communication are voice mail, E-
mail, fax, and word processing
3. What are the steps in improving communication skills at the
workplace?
4. What are the forms of communication?
5. Non-verbal communication is made up of what parts?
6. What is communication?
7. Effective Workplace Communication Tips