UNIT 4: Communication for Various Work Purposes

This module was designed and written to address the means of alternative learning delivery to
attune into the New Normal learning style at your own pace and time, to gain progression in coping
up the lessons for mastery and independency of effective learning process even at home from
distant colleges or universities.
The scope of this module permits to utilize in various different learning situations. The language
used encompasses the diversity of learners’ vocabulary and learning capabilities. The lessons are
arranged to follow the standard sequence of the course syllabus.
In this module will help the students to understand the significance of effective communication in
workplace. It increases their potentials to work efficiently and be productive in the future
employment fields at any chosen companies they are applying for. They have the opportunity to
express their ideas openly that is highly innovative and dependent. Establish strong communication
skills that ensure consistency in professional growth that can easily delegate activities, manage
conflicts, motivate and build good relationships at work.
It also helps them during their academic journey as a student by motivating themselves to equip
excellent abilities at school in terms of communication skills. Open them to an opportunity to create
effective team building that requires good communication and mutual cooperation. They will be
dependent to communicate freely towards their peers and their teachers, voicing out their thoughts
and ideas without hesitation in an effective manner either oral or in written way.
This module: Communication for Various Work Purposes is divided into three (4) lessons, namely:

Lesson 1-Importance of Good Workplace Communication

Lesson 2- Fundamentals of Effective Communication Workplace
Lesson 3- Communication Tools/Materials for Work
Lesson 4- Presentation Skills and Strategies

After going through this module, the students are expected to:
Understand the concept of effective communication used for work. Identify significant tools and
materials used for work.
Evaluate authentic communication materials and strategies to communicate effectively. Explain the
importance of effective communication in the workplace.
Construct good business writing letters.
Demonstrate effective oral presentations in workplace communication.
Promote awareness on effective communication used for various industries such as
healthcare, education, business and trade, law, media and science and technology.
 : IMPORTANCE OF GOOD WORKPLACE COMMUNICATION

OVERVIEW
Effective communication is critical in getting the job done, as well as building a sense of trust and increasing
the productivity in any employment fields. It is very crucial to unite activities at work and restrain from missed
deadline that could lead to negative effects and misunderstandings that may cause friction between people. Thus in
this module would help effectively the students to give more understanding how important to build good relationships
to others in terms of workplace communication. And it prevents barriers from forming among individuals that might
impede progress of the students in striving to reach the common goal.

OBJECTIVES
At the end of the lesson, the students are expected to;
1. Understand the concept and importance of communication used for work.
2. Discover the functions of effective workplace communication.
3. Gain awareness on communication used various industries – healthcare, education, business and trade, law,
media, and science and technology.

LET’S KNOW
ACTIVITY 1.1
A. Watch the link below on YouTube about Millenials on Workplace. List down all the negative attitudes on the
table provided and beside give the appropriate attitude should be in a workplace situation.

Negative attitude Positive attitude should be…

1.

2.

3.

4.

B. Complete the following phrases below to give your insights after watching the video on YouTube.
1. I learned that
2. I believe the importance of workplace attitude is….

3. So now I would…

LET’S READ
LESSON 1: IMPORTANCE OF GOOD WORKPLACE COMMUNICATION
COMMUNICATION FOR WORK PURPOSES
Lombardo (2018) defines communication workplace as the process of transmitting information between one
person or group and another person or group within an organization.
Communication is the key is the key in any type of work environment. It is the lifeblood of an organization and
without it, things will not get done (Conrad, 2014). Institutions and companies heavily rely on effective
communication to operate smoothly. Members of every organization depend on it to be productive and perform
well.
Conrad further says that “without workplace communication, instructions could not be given; equipment and
supplies could not be ordered; progress could not be measured; and products and services could not be delivered
to customers.”

ADVANTAGES OF WORKPLACE COMMUNICATION

Lombardo (2018) notes that workplace communication is very relevant to companies because it helps to boost
their productivity and ability to operate effectively.
She says that workplace communication has the following advantages:

It improves worker productivity. Research shows that effective lateral and work group communication leads to
an improvement in overall company performance.

It increases employee job satisfaction. Employees feel happy when they are able to have both upward and
downward communication. They feel a sense of empowerment when there is a upward communication, which
means information flows upward within an organization and are able to openly talk to their bosses, who in turn
listen and respond to their concerns. Employees also become satisfied when there is downward communication,
which mean superiors or managers are sending a lot of information and feedback to their subordinates.
It can have a positive effect on absenteeism and turnover rates. Employees feel secure when there is excellent
communication flow within the organization. Truthful and updated information from their bosses is very
important to them. They feel more motivated when they are given the opportunity to share their ideas and
concerns with co-workers and direct superiors.

SIGNIFICANCE OF COMMUNICATION TO VARIOUS WORK ENVIRONMENTS

The workplace provides an ideal setting for communication s it brings together persons from diverse
backgrounds and experiences to build relationships and collaborate with one another. With this diversity,
however, comes the possibility of misunderstanding and communication barriers, which may negatively impact
the organization (Guo, Sanchez 7 Borkowski, 2009). Thus, good communication is essential; every member needs
to be on the same page to be able to perform better and contribute towards the success of the organization.
Effective communication is vital in all fields or industries. Whatever it is in health care, education, business and
trade, law, media, science, technology, and the environment, it is crucial to foster understanding, harmony and
cooperation among employees within the organization. Strong communication skills are needed in these fields to
manage policy, resolve conflict and maximize employee performance (Rittiman, 2015).

1. HEALTH CARE
Communication affects every aspect of health care (Boynton, 2015). The dynamics among health professionals,
the quality of patient care, the use of hospital resources, and the like are all dependent on it. Proper
communication skills are required to facilitate the way doctors interact with their patients, how health care
professionals exchange medical information and the manner by which diagnosis and the risks of certain medical
procedures is explained to patients and the public.
Effective communication at hospitals and health system contributes to the development and sustainability of a
culture of safety (Gooch, 2016). Indeed, every healthcare provider needs to send clear and concise message across
his or her team to safeguard patient safety at all times.
Below are examples of relevant health topics:
The many benefits of breastfeeding versus formula feeding.
The facts and the misconceptions about AIDS and HIV.
What the public needs to know about the Anti- Cervical Cancer vaccine.

2. EDUCATION
Fundamental to education and learning is communication. Whether it is teacher or student, student to student,
teacher to teacher, teacher to parent, teacher to admin or admin to parent, or vice versa, communication is
needed to make sure students are successful (Andrade, 2015).
Below are examples of relevant topics in education:
The advantages of K-12 Curriculum from the Basic Education
Curriculum. Utilizing online resources for academic research
Addressing students’ misbehaviours in the classroom.

3. BUSINESS AND TRADE

In business, best practices in communication are at the core of every successful venture. Executives, managers
and rank-and- file employees must exchange information as clearly as possible to perform well and cooperate
with one another towards the same corporate objectives.
To achieve organizational success, Boone and Kurtz (2002) notes that all workers must be capable of sending and
receiving information quickly, clearly, effectively, and accurately.
Below are examples of relevant topics in business and trade:
How the ASEAN Integration may affect companies
The current trends in business process outsourcing
industry The contribution of millennial to today’s
workplace.

4. LAW
Information on legal issues as well as peace and order topics also need to be properly conveyed to the public.
Government legislators who push for the creation of bills and laws must be able to articulate their thoughts
clearly to prevent confusion. Every word stipulated in law should be concise and direct to the point.
At the same time, lawyers must be skilled communicators to be able to win arguments and persuade effectively in
courtroom. Strong communication skills can also aid them in managing their relationship with clients.
Consider these examples of law topics:
Implementation of the nationwide Anti- smoking law.
The pros and cons of Federalism as a new system of government.
Addressing the drug trafficking problem in the community.
5. MEDIA
Mass media- print, TV, radio, online channels, and other forms of new communication technologies-have the
potential to shape and influence public opinion. It is crucial then for media practitioners to get the right message
across and prevent misinformation. Adapting best practices in communication and the proper messaging
techniques by professionals in the media industry can help achieve this.
Here are examples of media topics you can think about:
How social media has changed the landscape of communication
Journalists and bloggers covering the same new beats
How online influencers are shaping peoples’ mind set and their shopping behaviors.

6. SCIENCE, TECHNOLOGY, AND THE ENVIRONMENT

What sets of communication in science apart is that it goes another step further from communication that is being
done in other fields. It is not just simply the omission of the technical jargon from the message to engage target
audience; it means clearly spelling out the conclusions of a scientific research and considering how relevant it is to
the society (Chappell, 2009). This kind of communication increases the public’s understanding and awareness of
science and technological advances and generates more support for further research.
Below are examples of relevant science, technology and environment topics:
Robotics as a must-learn technological tool for young people.
Technological that promote disaster resilience in communities
The Impact of genetically Modified Organisms (GMOs) in address
 : Fundamentals of Effective Communication Workplace
OVERVIEW

To create a positive and maintain work environment is to have an effective workplace communication. It is
central to all business goals to achieve high-performance culture. Exchanging information and ideas within
an organization brings success and happiness. Thus in this module, it helps the students to realize the best
fundamental practices to be committed and have productive workforce in the future.

OBJECTIVES
At the end of the lesson, the students are expected to;
1.Learn the critical communication skills in the workplace
2.Find out the strategies or techniques for communicating more effectively in a work and environment.
3.Explain the importance of effective communication in the workplace
4.Adopt an awareness of your audience

LET’S KNOW

ACTIVITY 2.1

Name: Date: |Score:

Course/ Year/ Section: Instructor:
A. Analyze the following pictures on activity 2.1 figure and explain what have you understood
based on its illustration.
Write your insights and explanation below.
B. Provide an extra sheet of paper and share your list in the class for the discussion.
A. List all you can that you think are the positive traits to attain success in business goals and
promote good employment relationships.
B. List all you can do you think are the problem or barriers that cause a failure to achieve success
business goals and good employment relationships.

LET’S READ
HOW TO COMMUNICATE EFFECTIVELY IN THE WORKPLACE

Collaborating with a group is not an easy task. Anyone who has had the experience of teaming up with a
group on a certain activity or assignment would know how challenging it is. Each person has his or her
unique ideas. Every individual within a group shares and receives information differently. To be able to
successfully work together on the assignment, it is essential for all to know how to communicate well with
one another.

The same goes for communication that occurs in the workplace. Every member of the organization must be
able to exchange messages clearly and concisely as possible to encourage cooperation, commitment, and
productivity.

To make this possible, people must have essential communication skills to begin with. These skills serve as
the foundation through which we begin conversations and create connections with others.
Rittman (2015) suggests five tips for developing critical communication skills in the workplace:
1.Listen- Communicating greatly involves listening to others. When listening, full attention needed to be able
to absorb what is being said. Avoid letting your biases control what you want to hear from the speaker.

2.Pay attention to your non verbal cues- this means making sure our non-verbal skills are in sync with we
want to express verbally. Facial expressions, gestures and posture can communicate a lot.
Examples of good non-verbal communication in the workplace are:
a) Making direct eye contact
b) Standing tall and avoiding slouching
c)Sitting up straight
d) Giving firm handshakes
e) Wearing proper uniform outfit

3.Know your audience- this means being able to tell what method of communication best suits your boss or
co-worker and gets you the best response. Does your boss respond quickly to your emails or does he address
your concern faster if you see him personally at his office? Does your colleague prefer receiving files via
emails than being handed down hard copies of these documents? Choosing the most appropriate means of
communication, thus, depends on your target audience.
4.Remember to clarify the message you received- Everyone receives and comprehend the message
differently. If ever you are uncertain with how you understand it, avoid making assumptions at the outset.
Clarify your concerns face-to-face to make sure you have gotten the message right. In this way, you don’t
waste time and efforts trying to make sense of efforts trying to make sense of something that is not the
matter at hand.
5.Get to the point- keep your messages brief, clear and direct as possible to avoid confusion among co-
workers. Avoid beating around the bush or making vague statements that may not be properly understood
by all.
6.Mastery of these communication skills is one thing. Knowing how to apply these in the workplace is
another. When interacting with co-workers, complementing you skills with communication strategies can
spell a big difference.
Consider these three strategies on how to improve communication in the workplace (North, n.d.):
UNDERSTANDING COMMUNCATION STYLES
To figure out how to communicate with others, evaluate your communication style. Assess if you are
someone who needs time to process and reflect on your thoughts or who thinks quickly, likes to be
outspoken and gets immediate feedback.
At the same time, assess the communication style of your co-workers. Different styles require different
approaches. Personality tests such as the Myers-Briggs Type Indicator (MBTI) may help determine if they fall
under these two categories:
1.“Thinkers”- they are guided by cause-and-effect reasoning. When engaging with thinkers, concentrate on
the facts and logic.
2.“Feelers”- they are guided more by personal values. When interacting with feelers, appeal to those values
and stress their impact on others.

GROUP PROBLEM SOLVING

Occasionally, conflicts will arise within the organization and when this happens, the team has to work
together to find a solution.
North suggests organizing a group discussion. To facilitate this, prepare and send out an agenda in advance,
express clearly the purpose of the meeting, frame the decision making with key questions, and clarify the
leadership.

The following four steps could help during the meeting:

1.Identify the problem. Everyone in the team should be aware of the issue at hand.
2.Ventilate feelings. It is important that each person is given a chance to share how they feel about the
problem.
3.Describe the problem. Everyone should know its complexities.
4.Develop solutions. Discuss all the options and then narrow them done to the best one.
Ideally, the group discussion should arrive at a consensus, where everyone concurs to the proposed solution.
But in case this is not feasible, the people may decide on a majority vote, resort to a third- party option or
even temporarily suspend the discussion.

Example of the topics for group discussion:

 How to beef up security in the mall in the face of terror threats or possible attacks.
 Implementation of anti-dengue preventive measures in schools amidst disease outbreak.
 Marketing strategies to attract more restaurant customers and address the dip in sales.
 Employees’ proper usage of social media vis-aX -vis the company’s code of ethics.
 Compliance to the government’s anti-smoking law for all establishments.

CRITICISM
Giving and receiving criticism in the workplace is unavoidable yet oftentimes uncomfortable for the persons
involved. Nevertheless, managers and rank-and-file employees should learn to have a better approach to it.
Leaders and managers, for example, should choose to give their criticisms in private settings so that workers
do not feel threatened or embarrassed. They must work out a plan to address the concern so that both
parties have expectations that are both realistic and attainable. Meanwhile, those on the receiving end of the
criticism should avoid becoming defensive, admit they still have room for growth and ask how they can do
their work better. Making the conversation solution- oriented and collaborative can help managers and their
staffs keep their emotions in check and maintain their professionalism every time.
Example:
One-on –one conversation
Marketing Manager: “You created a very catchy and entertaining marketing campaign for our Christmas sale
and I would like to congratulate you for a job well done.”Assistant: “Thank you Sir.”
Marketing Manager: “However, it has come to my attention that we faced some logistical issues during the
campaign. The collaterals we produced ran out so quickly that you needed to have more copies produced as
soon as possible. This has caused us to go beyond our approved budget for this campaign and make rush
purchase orders.”
Assistant: “Yes sir, due to a greater demand and the need to cater to more communities, we had to produce
more copies.”
Marketing Manager: “It’s all right. We can reallocate some of our funds to cover for those additional costs. But
next time, I would most appreciate if you could prepare a more comprehensive budget to accommodate
additional costs as contingency. In that way, we don’t have to cram and worry where to get our budget.”
Assistant: “Thank you sir, I will definitely do that next time.”
 : COMMUNICATION TOOLS/MATERIALS USED FOR WORK

In today’s competitive world, effective communication skills is one of the major determinants of a successful and
lasting career professionally or even in entrepreneurship. It is the foundation in which robust careers and strong
competencies are built. In this lesson, students will be introduced to the basic concepts of effective communication
that can lead to workplace success. They will learn more about the job search or become entrepreneurs themselves.
Some activities are designed to experience establishing social enterprise where they are able to write various
communicative purposes.

OBJECTIVES
At the end of the lesson, the students are expected to;
1. Understand the various processes in creating business messages.
2. Analyze business messages in relation to different planning goals: Intended audience, idea development, and
message structure.
3. Plan and create business letters and circulars.
4. Adopt awareness of good practices in business writing and oral presentations.

LET’S KNOW

 JOB DESCRIPTION
We are hiring HOME-BASED ONLINE ENGLISH TUTOR for our Korean clients.
 REQUIREMENTS
- No age limit
- Having an experience is not a must, but an advantage
- Must have excellent oral and written communication skills
- Must have at least 2 mbps internet connection speed (DSL)
- Wireless or any Wi-Fi connection is not acceptable
- Must be willing to work at home, a quite environment must be assured.

APPLY NOW! JOIN OUR DYNAMIC FAMILY!

For interested applicants, please call at 0808-9123-432 or email us at Englishacademe.gmail.com

Note: To submit online the e-mail letters, send it to the instructor’s e-mail/g-mail account for checking.

ACTIVITY 3.1
Look at the job advertisement above and assume that you decided to give it a try. Now you need to send an email
to express your intent to apply for the job. But, you are given a double challenge. In the first e-mail template, you
write an e-mail to your friend who posted that ad above, which means your friend, is the one looking for a tutor.
In the second template, you will write an e-mail to a stranger whose tutorial ad appeared in your newsfeed.

Email Template:
E-mail 1: For your FB friend
NEW MESSAGE
From
To
Subject
Compose email

Send
E-mail 2: For an Unknown Employer

NEW MESSAGE
From

To
Subject
Compose email

Send

If you have internet access, send you email to yourself and to your teacher. Make sure to label which e-mail
is for your friend and which is for the unknown employer. Follow correct format of application letter writing.
LET’S READ
LESSON 3: COMMUNICATION TOOLS/ MATERIALS USED FOR WORK
COMMUNICATION TOOLS/ MATERIALS USED FOR WORK
To facilitate efficient sharing of information within an organization, plain English and various means of
communication are used in the workplace. Knowledge and awareness of how to use these tools can help every
person be understood clearly and quickly. This helps save time, efforts and resources and paves way for increased
productivity at work.

PLAIN ENGLISH
One common misconception is the need to use big words when communicating, most particularly when writing.
Some people think these would sound smart and help them express their thoughts or ideas better. However, the
key to effective communication is to keep the language as simple as possible.
What is plain English?
It refers to language that is simple and sharp. Sentences are organized concisely in a way that is easy to read and
understand. These should not contain needless words (Strunk Jr.& White, 2000). ClicheX s and jargon should
be omitted especially if the target reader is not keen to understand such complex terms.
According to Mackenzie, et al. (2009), plain English means the use of the following:
- Simple words
- Active verbs
- Short, simple sentences
- Conversational-style writing
- Pronouns like ‘he,’ ‘she’ and ‘we’
Examples:
X Last year’s annual income will be reported by the hotel manager
 The hotel manager will report last year’s annual income.
 The tree planting project will be entered into a discussion by the environment committee tomorrow.
 The environment committee will discuss the tree planting project
tomorrow. X The policymakers have come to decision on the jeepney
modernization.
 The policymakers have decided on the jeepney modernization program.

MEANS OF COMMUNICATION AND TOOLS IN THE WORKPLACE

Wrench (2013) notes that there are three primary means of communication in the workplace: 1. Print; 2.
Electronic; and 3. Face-to- Face Communication.
1. PRINT
Traditional print materials that have long been used in the workplace before the advent of digital technology are
still widely used and relevant today in any kind of industry. These include business letters, memos, newsletters,
cover letters, and curriculum vitae, among many others.
2. Business Letters. One of the most common means of communication used for work is the business letter.
It is a formal document that follows a specific format. Organizations often have a template format for business
letters, which are often used to communicate information or concerns with a third-party or a recipient outside the
organization. Business letters are usually printed using the company’s letterhead. But if letterhead is not
available, the sender’s address is indicated at the top of the letter.
An effective business letters has the following elements:
a) Simple font. Generally accepted font is Times New Roman with 12 pt. Size. Other fonts may be used as long
as they are easy to read.
b) Positive and polite tone. Your letter should sound engaging and courteous, not arrogant or forceful, to keep
your recipient interested with what you have written.
c) Clear, organized format. From salutation, body of the letter to the closing, the sentences and paragraphs
should go together.
d) Accurate information. Make sure that the recipient’s name, title and address as well as other information
mentioned in the letter are correct and updated. You don’t want to send out letter with the wrong recipients’
name or title and have it returned to you because of that error. Sending a letter with incorrect information may
not sit well with your recipient and cast a negative feedback on your organization.
e) Proper Punctuation. Some people are not so keen on punctuation but knowing its proper usage says a great
deal when it comes to letters. Always use a colon after the salutation and a comma after the closing.
f) Consistent layout. This means using a chosen layout repeatedly throughout the letter. Types of layout are
the following:
Block. The whole letter is justified to the left with single spaces except for a double space between paragraphs.
Modified Block. All the texts in this letter are left-justified and single-spaced except for the date and closing
which are placed in the center.
Semi- block. Just like the full block format, all are left-justified except for the indention at the beginning of each
paragraph.
Here’s the sample of a business letter in block format:

(LETTERHEAD OR SENDER’S ADDRESS)

123 Winner’s Road

New Employee Town, PA 12345 March 16,

2001

Ernie English
1234 Writing Lab Lane Write City,
IN 12345

Dear Mr. English:

The first paragraph of a typical business letter is used to state the main point of the letter.
Begin with a friendly opening; then quickly transition into the purpose of your letter. Use a
couple of sentences to explain the purpose, but do not go into detail until the next paragraph.

Beginning with the second paragraph, state the supporting details to justify your purpose.
These may take the form of background information, statistics or first-hand accounts. A few
short paragraphs within the body of the letter should be enough to support your reasoning.

Finally, in the closing paragraph, briefly restate your purpose and why it is important. If the
purpose of your letter is employment related, consider ending your letter with your contact
information. However, if the purpose is informational, think about closing with gratitude for
the reader’s time.

Sincerely, Lucy Letter

Source: https://owl.english.purdue.edu/owl/resource/653/02/
BUSINESS MEMORANDUM
 A memorandum or memo is a short document that is written to brief employees on policy changes, procedures,
important decisions, and outcomes and persuade them to take an action. It is also used to make requisitions
such as those concerning budget and purchase of supplies. Straightforward and easy-to-read, a memo is most
effectively used when sent to a small to moderate number of people to communicate company or job objectives
(Perkins & Brizee, 2013).
Memos follow this general format for the heading, which may be similar to email messages: TO:
(Reader’s names and job titles)
FROM: (your name and job title)
DATE: (Complete and current
date)
SUBJECT: (Highlights what the memo is about)
After heading, the next parts of the memo are an opening paragraph, discussion part and a closing paragraph.
Include attachments if necessary to provide more information on your subject and indicate these at the bottom of
the page.
Example:

DATE: May 1, 2010

TO: All writing consultants and administrators

FROM: M.L. Dickinson, Executive Director [initial here, MLD]

SUBJECT: Mandatory Staff Meetings

CC: Vic Nabokov, Director of Student Services

Starting this fall, our weekly staff meetings will move to 8:15 Wednesday mornings and will be
held in our conference room. All staff members will be required to attend. I know 8:15 is early for
http://www.writingcenter.tamu.edu/Students/Writing-Speaking-Guides/Alphabetical-List-of-
meeting, but this is the only date and time that doesn’t conflict with anyone’s class schedule. If you
Guides/Professional-Writing/Memos
have a conflict with this meeting time, you need to let ne know immediately.

Remember: your attendance at all staff meetings is crucial to your job performance. At these
meetings, you get updated information about changes to our policies and learn valuable
consulting techniques from your colleagues. We’ll send a schedule of meeting topics out to all
employees at the beginning of the semester.

Ifyou have a conflict or any questions about the staff meetings, contact me at my extension, 555-
W RITEIT.

Agenda Weekly
Team Meeting
Date: 12 October
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Time: 8:30- 10: 00 am g
workplace%20com_updated%20may%202012.pdf
%2 Place: Conference Room, 1st Floor
0 Attendees: Alfred Woo (Chair), Tina Chan, Jack Cheung, Sue Clark, Alex Lam,
Sophie Minutes: Jack Cheung

Items
Welcome and introduce new member Tina Chan A 5
W minut
es
GAPAN Business Arising
CITY COLLEGEPage A
138|GE-1: PURPOSIVE COMMUNICATION MODULE 20
W minut
 es
Office Renovation- recommendations for new N 15
furniture S minut
es
Conference Planning- report from committee A 20
L minut
es
Social Committee- problem with event late-corners S 10
C minut
es
Charity Drive- report on donations A 5
S minut
es
AOB (15
minut
es)
Meeting Agenda. An agenda refers to a written plan, which shows the order of topics to be discussed at a
meeting. This aims to give team members a quick overview of what meeting is all about so that no company time
is wasted. Meeting Minutes. This communication material provides a record of discussions and decisions taken
at a meeting (McKenzie, et. al, 2009). A vital workplace document, it contains the most important points tackled
– the actions taken, the issues covered, and the outcomes agreed upon by the attendees. A good set of minutes
stands as a lasting record, which the group can consult in the future if there are any questions about what
decisions had been made in the past (Adler, Elmhorst, & Lucas, 2013). Therefore, proper taking and writing down
the minutes is an important communication skill. When preparing this, always remember to include the
following:
- Date, time, and venue
- Attendees and absentees
- Agenda items and key outcomes

MEETING MINUTES

Palawan Tour Operators Council Meeting

Date: 22 February 2017

Time: 3:00- 5:00 pm

Place: Villa Marina Conference Room

Chair: David Ramos

Minutes: Alyssa Lima

Attendees: Rudolph de Castro, Lauren Santos, Arizona Jacob, Siena Baristo, Eleanor Sy

Absentees (with apologies): Sean dela Merced, Maja Kintanar

CV/ Resume. When searching for a job at any kind of workplace, the most important thing you will need is a CV,
also called a resume. Coined from the Latin words ‘curriculum vitae,’ a CV contains a summary of a person’s
background, skills and qualifications.

Your resume serves as your first step towards getting hired. If you have a good resume, it can get you an
interview, which can eventually give you a fighting chance to land that job.

A potential employer gets first impression of you from your resume. As such, this document needs to be carefully
written, systematically presented and kept up-to-date every time you apply for a new position.

According to Adler, Elmhorst, and Lucas (2013), a resume should contain the following basic information:
a) Name and contact information
b) Objective or summary of qualifications
c) Educations
d) Experience
e) Special interest and Aptitudes
f) Memberships
g) Certifications
h) Reference List
Cover letter. A cover letter, which comes with your CV or resume, is also important factor to getting hired. It
should complement your resume, and interpret the details presented in the CV. Adding a personal touch to your
application, a cover letter should explain or describe the reason why you are interested in the position and the
workplace. To write a cover letter, follow the standard format of a business letter.
ELECTRONIC
This refers to business e-mail, telephone, SMS, intranet, and internet sites, video and audio materials delivered
online or on disc and social media applications. In this section, we’ll just tackle the two most commonly used-
business e-mail and telephone communication.

[Date]
Ms. Rhonda West Customer
Service Manager Acme Inc.
123 Corporate Blvd.
Sometown, CO 50802

Re: Customer Service Representative Opening (Ref. ID: CS300- Denver) Dear

Mrs. West:
I was excited to see your opening for a customer service rep, and I hope to be invited for an interview.
My background includes serving a customer service associate within both call-center and retail environments. Most recently, I worked on the
customer service desk for Discount – Mart, where my responsibilities included handling customer merchandise returns, issuing
refunds/store credits, flagging damaged merchandise for shipment back to vendors and providing back up cashiering during busy periods.
Previously, I worked within two high-volume customer-support call centers for a major telecommunications carrier and a satellite television
services provider. In these positions, I demonstrated the ability to resolve a variety of issues and complaints (such as billing disputes, service
interruptions or cut offs, repair technician delays/ no-shows and equipment malfunctions). I consistently met my call-volume goals, handling
an average of 56 to 60 calls per day.
In addition to this experience, I gained considerable customer service skills during my part-time employment as a waitress and restaurant
hostess while in high school.
I also bring to the table strong computer proficiencies in MS Word, MS Excel and CRM database applications and a year of college (business
major). Please see the accompanying resume for details of my experience and education.
I am confident that I can offer you the customer service, communication and problem-solving skills you are seeking. Feel free to call me at
5555-555-555 (home) or 5555-555-5555 (cell) to arrange an interview. Thank you for your time- I look forward to learning more about this
opportunity!

Sincerely, Sue
Ling

https://www.monster.com/career-advice/article/sample-cover-letter
Business E-mail
Communication via e-mail is probably one of the most commonly used means in today’s workplace. Less formal
than a business letter, it is a fast, easy and cost- effective way of sending messages to co-workers. Since it can be
read by the recipient anytime and anywhere, an e-mail message is usually used for concerns that do not require
an urgent response.
The format of a business e-mail is just like a business letter but kept short and straight to the point. It is usually
written in a tone that is personal yet business-like especially when you aim to create good customer relations.
Telephone/ Mobile Phone Communication
When making the first point of contact of the customer or when attending to a very urgent concern, telephone or
mobile phone communication is still widely used. It is important to observe good telephone etiquette when calling
someone. Be polite and smile when you call as this would positively affect the tone of your voice. Make sure you
speak clearly and correctly to be able to communicate your message well and listen carefully to the other person
so you would know what to reply to him.

FACE-TO-FACE COMMUNICATION
What is regarded the best method of communication is done face-to –face. It fosters interpersonal rapport and
trust (Wrench, 2013).
In the workplace, face-to- face communication is through one- on- one conversations, group meetings, and
training or workshops sessions, town hall-style group meetings. Virtual applications such as Skype video
conferences are also considered under this means of communication.
Wrench enumerates the following advantages of face-to-face communication:
1. Allows employees to hear information directly from management.
2. Verbal and nonverbal cues reinforce messages
3. Immediate interactivity feedback
4. Best method of communication that appeals to one’s emotions
5. Promotes teamwork and trust
6. Requires focused attention by all parties involved.
With face-to-face communication, however, you only get one shot in making an appeal or impression so you
have to do it well the first time around. Some people also make judgements based on their personality of the
speaker/presenter. Such judgement can negatively affect their perception of a message, regardless if it is well-
crafted or not.

SELECTING THE BEST MEANS OF COMMUNICATION

Your choice of communication medium for work will depend on what your audience needs and prefers. With the
wide variety of means and tools available, it should be the one that will help you to get the message across most
clearly and effectively to your target audience. This medium should be the most appealing to employees and keep
them motivated and engaged with their workplace.
PRESENTATION SKILLS AND STRATEGIES

It’s a great opportunity to reach the final lesson in this unit. It enhances the students’ capability in developing oral
presentation skills. Wherein, these skills cover a variety of areas such as structure of the presentation, the designs of
the slides, the tone of the voice and the body language to convey. Thus, in this unit’s final lesson will provide the
students to develop verbal language proficiency skills through oral presentation and learning the strategies in
workplace communication.

OBJECTIVES
At the end of the lesson, the students are expected to;
1. Understand the importance of effective oral communication skills in the workplace.
2. Know how to tailor presentation with target audience and the purpose in mind.
3. Determine the characteristics of an effective presentation.
4. Develop and prepare presentation of effective workplace communication.
5. Promote effective presentation skills toward workplace communication.

LET’S KNOW
ACTIVITY 4.1
Watch the following link below on YouTube and give your insights and analysis after.

After watching the videos, prepare at least five questions each and exchange it towards your partner. Then, both
of you answer the exchanged questions. Share your analysis base from the answered questions in the class for
further discussion of the new lesson.
LET’S READ

LESSON 4: PRESENTATION SKILLS AND STRATEGIES

PRESENTATION SKILLS AND STRATEGIES
Speaking to an audience is inevitable when it come to the workplace. Whatever your field or nature of your job,
you will need to give a speech or presentation to share your ideas at work. Account executives and sales
representatives often deliver presentation to persuade potential clients to buy their products. Human resource
professionals brief employees on employment terms, company policies, and procedures. Health care workers
inform the public on pressing health issues in the community.
Even when you communicate through written or memo or report, there will be time when you need to present
your ideas personally. Oral presentation gives you the opportunity to answer questions, explain your ideas, and
offer immediate feedback. Also they are often more persuasive as speaker’s knowledge, enthusiasm, and apparent
confidence an influence people to accept or reject an idea in a way that a written document cannot (Adler,
Elmhorst, & Lucas, 2013).

KNOWING YOUR AUDIENCE

It is significant to make sure whom you want to appeal to when you develop your presentation. Before you begin
with in creating some, it is important that you first identify and analyze your audience. Hence, sometimes a
presentation you have prepared for a group of officers may not be suitable for a group of entry-level employees.
You should identify the key members of the audience who will decide who will decide on your appeal. If you are
presenting before executives and managers, most often than not the power to decide rests on those leaders in
higher positions. In this case, appeal to the executives who can approve or reject the ideas you have shared with
them.

ADAPTING TO THE OCCASION

The presentation should also fit the occasion. It should be appropriate to the circumstances such as the venue, the
time of the day, the duration or length of time you have to speak, and the context such as the current events that
may affect the views of the audience.

GUIDE QUESTIONS WHEN PREPARING YOUR PRESENTATION

- When preparing your presentation use this checklist as a guide (McKenzie et. al., 2013)
- Who are you speaking to? Formal or informal situation?
- What do you want to say? What should they know when you are finished?
- Why is it important for your audience to listen to you? Why should they listen?
- How are you going to deliver the talk? Which words, gestures, and visual aids will you use?
- When will each part of your speech be given? Schedule the talking/ activities.
- Where will the presentation take place? Room arrangement and seating plan?

ORGANIZING YOUR PRESENTATION

To boost speaker credibility and increase audience comprehension, presentations must be clearly developed and
organized.
The most important points to establish the beginning are the goal statement and the thesis statement, also called
as the central or key idea. The goal statement describes what you want to accomplish with your audience.
Meanwhile, the thesis statement conveys to your audience your main idea. To distinguish these two statements,
take a look at these examples:
Goal Thesis
I want these clients to adapt our Adapting our software will help speed
software for their businesses. up your business processes.
w co- to unde the Obs susta pra in the
a work rstan ervi inabl ctic
n ers d ng e es
t
 importance of sustainable practices to workplace contributes to
protect the environment. environmental protection and
energy conservation.
I want these hotel executives to be There will be an increase in the number
advertised on our magazine. of hotel
guests and sales when you advertise in
our magazine.

Once you have established your goal and the thesis statements, you can now refer to these when writing and
organizing your presentation.

According to Adler, Elmhorst, & Lucas (2013), the standard fromat fro presentation goes like this:
Introduction
This is usually includes a catchy remark to grab the attention of the audience, the thesis statement, and preview
of the main points you will be discussing for the rest of the presentation.

Body
The body of the presentation consists of two to five main points to support your central idea. It can follow any
of the following organizational patterns:
Chronological – arranging points based on their sequence in time.
Spatial- organizing material according to how it is put together or where it is physically
located. Topical- providing a list of points around some logical themes in your subject.
Cause- effect- showing how certain events will happen due to certain circumstances.

Conclusion
End your presentation by returning to what you have stated in your opening statement. Consider adding a
unique point, challenging your audience to take action, or concluding with a fascinating story that they will be
remember.

TIPS FOR AN EFFECTIVE ORAL PRESENTATION

To be able to present well, consider the following parts:
1. Practice. Rehearse your presentation many times. The more you practice, the more you become familiar
with your material and the more you become natural with the delivery. Practice lets you imagine the possible
scenario when you are actually presenting to an audience. it builds your confidence, establishes the tone of your
delivery, and makes you more comfortable with the visual aids you will be using during your speech.
2. Voice- your voice is a versatile and essential tool for your presentation. Play around with its volume, pace
and pitch to engage with your audience (University of Leicester, 2009).
3. Volume- your voice must be loud enough for your audience to hear your words clearly.
4. Pace- the speed of your delivery should not be too quick or slow. It should be as easy to follow.
5. Pitch- Vary your pitch when you want to make a point or emphasize something to keep your presentation
interesting.
6. Eye contact- Establish a connection with the audience by making eye contact with them. this allows you to
convey your message at a personal level and the audience will feel more engaged with what you are saying.
7. Gestures – be conscious in your gestures when presenting as these are non-verbal cues that can positively
or negatively affect your verbal messages. Open gestures, such as arms extended out to the audience or away from
your body, make you look more welcoming to your audience. Uses only enough gestures as too many of which
may make you look nervous or awkward.
8. Posture – your posture speaks volumes about your confidence. When presenting, match your posture with
the mood you want your audience to feel. A very upright posture will create a very formal atmosphere. If you
sway or rock back and forth, you will appear nervous or unfocused. Your goal is to have a comfortable stance yet
maintain authority throughout your presentation. This is ideal posture that will put your audience at ease while
drawing their attention to your presentation.
9. Personal Appearance Grooming – make sure your first impression is a powerful one. Look
well-groomed for the presentation. This means turning up at the venue with hair tidied up and your
face clean. If you are a woman, wearing just the right amount of make-up will make you look more
presentable. In addition to grooming, your choices of clothes also have an impact on your audience’s
first impression of you. The key is to dress appropriately for the occasion and target audience. Wear
business attire when you are speaking to a group of bank professionals. Sport a casual or laid-back
ensemble if you are speaking at a fun team- building activity.
VISUAL AIDS TO SUPPORT YOUR PRESENTATION
Using visual aids is a good strategy for making your presentations more effective. It reinforces and
strengthens the persuasiveness of the message you want to convey.
Choose from a wide variety of visual aids to support your presentation:
a) Hand- outs. On the day your presentation, give a copy of the hand- out to every member of
the audience. A hand-out can help your audience understand or retain ideas from your presentation.
b) Flip Chart- This type of visual aid is applicable to small audiences. Draw graphs or charts on
the flip chart to underscore key ideas.
c) Whiteboard- If you are speaking to a small group of people makes use of a whiteboard. List
down legibly the main points to guide your audience with the flow of your presentation.
d) Video/ Audio- A video footage or an audio clip is sometimes necessary to communicate a
very powerful message.
e) Slides – A slide presentation is perhaps the most commonly used visual aid in today’s
workplace. Catering to both small and large groups, it is usually in the form of Microsoft PowerPoint
or Apple Keynote slides, which can serve as memory aids and hand outs for the audience.

For further learning, watch the following link of video below: