21st Century Skills

Module 2: Receiving and Responding to

Workplace Communication

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 21st Century Skills
Module 2: Receiving and Responding to
Workplace Communication

21st Century Skills

Module 2: Receiving and Responding
to Workplace Communication

Welcome to the first module of the Communication Integrated with 21st Century
Skills Course. This module is entitled "Receiving and Responding to Workplace
Communication." In this module, we will be covering the basics of communication
and why it is crucial in creating an ideal workplace environment.

For the first part of this module, we will be talking about following routine spoken
messages. You can expect to learn the basics of communication and its context in
the workplace after accomplishing this unit. Knowing the fundamentals of
communication will hopefully aid you in knowing which areas of your communication
skills should be improved. Of course, it's not enough to just know the concepts, so
for the second part of this module, we will tackle: "Performing workplace duties
following written notices."

This module will hopefully help-not just in transforming you to a communicator who
can respond, but a communicator who can genuinely understand.

Unit 1: Following Routine Spoken Messages

At the end of this unit, you should be able to:

1. Examine the basic principles of communication;

2. Identify and apply the different skills needed to communicate properly;
3. Value importance of active listening and understanding in facilitating
communication;
4. Integrate critical thinking in decision making in the workplace; and
5. Evaluate different hindrances to communication; and
6. Develop positive strategies in addressing communication hindrances.

Lesson 1: Introduction to Communication

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Introduction
Communication is the process of exchanging information and ideas through different
modes. Human communication does not only refer to the exchange of words but also
to the interaction between two or more persons. This involves a sender of the
message and a receiver who interprets the message.
In this lesson, we would be talking about communication and how knowing about the
processes of communication could help in creating a more efficient and effective
workplace environment.

Topic 1: What is Communication?

Communication is a systemic process of people interacting with and through
symbols in order to create, share, and interpret meanings. It is referred to as a
process because its beginning and end are hard to identify. It can also take place in
different modes. Modes refer to the way by which communication can be expressed.
In order for communication to take place, two main actors work together. They are
called the sender and the receiver. Being able to send the message to a receiver
does not guarantee a successful communication process. Effective communication
takes place when the sender receives a feedback or response that he initially wanted
the receiver to have.

Meanwhile, workplace communication is defined as the process of information

exchange, may it be through verbal, nonverbal, or written communication, within an
organization. A workplace is identified by employees from different cultures and
backgrounds. Given these differences, effective communication is crucial to unite
employees and ensure that all workplace processes are properly done.

Communication is essential for every employee to function and interact properly.

Managers and supervisors need communication in order to adapt and give feedback
to their employees. Communication is required in developing business plans and
carrying out workplace tasks. In addition to that, it is need to communicate with
various communication sources such as team members, supervisors, industry
bodies, trade personnel, etc.

Effective workplace communication guarantees that all processes needed in an

organization are properly executed. Effective communication increases productivity
and efficiency in the workplace. Without it, unwanted error and mistakes may occur.

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This course would hopefully help you in developing your communication skills in
order to give you advantage whether it may be in finding employment opportunities
or in interacting with your current workplace set-up.

Topic 2: The Communication Process

Shannon and Weaver Communication Model

There are many communication models. For this lesson, we will be getting an idea
from Shannon and Weaver’s model of communication. Through understanding the
components of the communication process, workers can know what area to improve
on and contribute to successful and effective communication flow in the workplace.

Parts of the Communication Model

Like any other process, the communication process also has parts or elements.
Namely:

Source – One who sends or delivers a message. One who initiates the
communication process. The source can also be called as the sender or author.
The source plays a crucial role in the process, because if the source failed to deliver
the message properly, then the entire communication process may fail.

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Message – Transformed thoughts into a form (i.e. voice, audio, text, signals, etc.)
that the source sends to the receiver. It is the information that the source wants to
transmit.

Channel – Type of medium used to send messages between the source and the
receiver.

Receiver – One who receives the message. The communication process is

considered successful when the receiver responds the way the source intended. Like
the source, a receiver’s role is vital in the communication process. He or she must
also be active and intentional in receiving messages. In that way, the receiver can
respond the correct way.

However, the communication process does not end there. The effect of the message
and the feedback of the receiver should also be noted in order to know the result of
the communication process.

Effect – Response of the receiver after getting the message from the source

Feedback – An important product of the communication process. It tells the source

how effective the selected message and channel are upon the receiver.
Furthermore, it allows the source to adjust the communication process so that it is
more effective. Feedback confirms whether there is mutual understanding between
the source and the receiver. Without it, the source would not know if understanding
took place.
The communication process is not always ideal. Sometimes, interference can also
occur when the source sends a message. This is called:

Noise – Disruptions in the communication process. In the workplace, noise can be

common especially when unfamiliar people communicate with each other.

Later on, we will identify noises that hinder effective communication in the workplace.

Activity: The Communication Process

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Directions: Drag the specific part of the communication process to its right definition.
You can try this activity multiple times.

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Topic 3: Communication Modes

Humans communicate through different modes. It is impossible to communicate with

only one mode in your entire work life.

Communication modes are defined as the ways by which communication can be

expressed. It can be through verbal communication, nonverbal communication, and
written communication.

Let us tackle them one by one!

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Verbal Communication

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Verbal communication refers to the mode of communication that involves speaking.

It occurs when you speak or when you use words. This includes face-to-face
communication and communicating through a medium such as:
● Telephone

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● Cellphone
● Video calls or conference calls

Nonverbal Communication

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Meanwhile, nonverbal communication refers to non-speech type of communication. It

is any type of communication that does not include spoken word.

It can refer to the way we say the words, surroundings that may affect
communication, objects, patterns, and more.

Remaining in silence or not responding at all is also a form of nonverbal

communication. So, when it is quiet, it does not necessarily mean that
communication is not taking place. Silence can also mean something.

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Written Communication

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Written communication refers to communicating through writing:

● Letters
● E-mails
● Text messages
● Writing memorandum
● Etc.

Topic 4: Importance of Workplace Communication

Communication is essential because it ensures that you can properly explain your
thoughts in in the workplace. When you can explain your ideas, you can achieve
your personal and professional goals, as well as, better relate to your workmates. It
is the key to your success, may it be in the workplace, being part of the community,
or in whatever place or situation you are. For businesses and organizations, all
employees must be able to communicat

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e may
it be through verbal or nonverbal communication.

In addition to that, communication is necessary in a workplace because it ensures:

● Unity - Good communication creates a strong foundation in building
relationships and uniting the team members.
● Sharing - Good communication establishes an open environment where team
members can share their ideas easily.
● Professionalism - Good communication can help individuals develop positivity
and professionalism.
● Good Output - A team with good communication produces good outputs.

Communication is essential because it ensures that you can properly explain your
thoughts in in the workplace. When you can explain your ideas, you can achieve
your personal and professional goals, as well as, better relate to your workmates. It
is the key to your success, may it be in the workplace, being part of the community,
or in whatever place or situation you are. For businesses and organizations, all
employees must be able to communicate may it be through verbal or nonverbal
communication.

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Module 2: Receiving and Responding to
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Everything you do in the workplace results from communication. However, people

are not necessarily born with exceptional communication skills. Like any other ability,
communication is learned and improved through repeated practice.
Therefore, to communicate effectively, here are some skills that you need to learn
and hone. Later on, we will be diving deeper on how these specific skills could be
improved.

Listening – referred to as an active, complex processes that include being mindful,

physically receiving messages, selecting and organizing information, interpreting,
responding, and remembering.

Speaking – speaking happens when you make vocal sounds. It can also mean to
talk, converse, express one’s thoughts through verbal language.
Critical Thinking – the ability to think clearly and make informed decisions. It needs
to execute reflective and independent thinking.

Empathetic Skills – empathy involves a deep sensitivity to recall, relive, and tap on
the feelings and experiences of others. When you gain understanding of others’
feelings, every member of the workplace is able to see themselves more clearly.

Empathy can be demonstrated when:

Restating
Clarifying
Questioning
Interpreting
Confronting
Reflecting feelings
Supporting
Facilitating
Initiating

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Setting goals
Evaluating
Suggesting/Giving feed

Lesson 2: Listening

Introduction

When we talk about communication, people have the tendency to only focus on the
talking part. However, talking is just a small part of communication. It’s not even
the greatest component of communication. Effective communication entails active
listening and understanding. However, the reality is that people pay less attention to
listening and tend to focus on speaking.

This lesson will be focusing on developing your active listening skills in order to
make you better communicators. Furthermore, this lesson would help you in knowing
why listening is important to becoming effective communicators.

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Topic 1: Hearing vs. Listening

Is there a difference between hearing and listening?

Hearing is referred to as the physiological process that happens when the brain
distinguishes sound waves. Meanwhile, listening refers to the process of receiving,
attending to, making meaning, and responding to messages.

Hearing is the process, listening is when you intentionally hear and try to understand
the message. In the workplace, you are expected to not just hear, but to listen.

Why is it important to listen?

Listening is a very important skill because the way you listen affects your effectivity
and efficiency in your job. Instead of talking more, we should practice listening more
in the workplace. Active listening lets you hear what was delivered verbally, as well
non verbally. Listening is important especially in getting instructions.

Active listening is not just hearing, but also understanding the meaning behind the
message. Active listening entails a lot of focusing because it requires the listener to
repeat in his/her own mind what the speaker is saying.

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Facts about listening

Here are some facts about listening:

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Topic 2: Stages of the Listening Process

Stages of the Listening Process

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Receiving - listening to both verbal and nonverbal messages.

Understanding - processing and extracting meaning.

Evaluating - balancing options, deciphering whether what you heard is the truth, or
whether it is important or not.

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Remembering - transfer from the short-term memory to the long-term memory

Responding - giving of feedback.

Source: DeVito, J. A. (2000). The elements of public speaking (7th ed.). New York,
NY: Longman.
Activity: Stages of the Listening Process
Directions: Drag and drop the following stages of the listening process to its proper
place.

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Topic 3: Barriers to Listening

There are two main types of barriers to listening: external and internal obstacles.
Take note of these challenges, so you could identify these issues and hopefully
overcome them to listen better in the workplace.

External

Message overload – This occurs when there is an overwhelming amount of

message. When there are too many messages, it makes it harder to focus on one
message. It can also happen when you communicate with using two channels at a
time. For example, talking on the phone while writing an e-mail.

Message complexity – When a job gets harder, of course the descriptions necessary
to do the job gets more complicated. Thus, there will be times that it would be harder
to follow. Message complexity refers to situations where a message is too
complicated to understand.

Environmental distractions – Finally, the surroundings can also affect listening. When
the environment is noisy, it could be harder to listen.
Internal

Preoccupation – When there are many thoughts or concerns in your head, it would
be quite harder to listen to someone talk.

Prejudgments – Initial judgement of a person or a situation also makes it harder to

listen. When you already have a preconceived idea about someone or your co-
worker, you might assume that it is no longer necessary to listen to his or her ideas.

Lack of effort – Because active listening requires active effort, some are unable or
unwilling to intentionally listen.

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Difficulty in adjusting to communication style – Different people communicate

differently. Thus, there are some people who are easier to understand, and some will
be quite challenging.

Whatever the issue you face in when it comes to listening, active listening and
understanding entails conscious effort. You really need to try in attending,
understanding, remembering, evaluating, and responding to a message in order to
show that you are an effective listener.
Attentive listeners will try to remove environmental distractions such as televisions,
phones, or laptops when talking to someone.

Source: Wood, J. T. (2011). Communication in our lives. Cengage Learning.

Topic 4: Active Listening Strategies

Strategies to develop active listening skills

Here are some strategies that can aid you in every step of the listening process:
1. Attending –
 intentionally understanding by focusing on the speaker and the message
 Be physically, mentally, and emotionally prepared to listen to the other
speaker.
 Remove physical or mental distractions (i.e. noise, distracting thoughts,
etc.)
 Defer judgment and hear the speaker out.
 Discover what learning you can take home from the speaker.

2. Understanding – Accurately representing the message

 Identify the main idea and major points of the message.
 Do not be afraid to ask questions.
 Summarize your understanding.
 Observe nonverbal cues.

3. Remembering – Ability to retain and recall information.

 Repeat the message to confirm understanding.

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 Make use of mnemonic devices. This tool associates special words or

statements with longer information.
 Take notes. You can only remember 20-30% of what you hear. Taking
down notes is very important especially when you want to remember
details, or when you are receiving instructions.

4. Evaluating – Determining whether the message is trustworthy by critically

analyzing it.

Here are some important questions you can ask when evaluating a message. Asking
these questions would help you in evaluating whether you should accept the
message as true:
 What are the facts that support the statement?
 Is the information connected to the main idea?
 Are there contradictions to the statement?

Source: Verderber, R., Sellnow, D., & Verderber, K. (2014). The challenge of
effective speaking in a digital age. Nelson Education.

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Lesson 3: Speaking

The ability to speak properly is a very important skill as well. It is necessary that you
know what to say to different people in different circumstances. You should also
learn what and how to respond to people talking to you. This lesson will hopefully aid
you in developing and improving your workplace speaking skills.

Topic 1: Types of Speaking and Conversations

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Three Types of Speaking:

1. Interactive – participants alternately speak and listen.
Ex. face-to-face conversations, telephone calls, group meetings

2. Partially interactive – only the speaker speaks and the feedback is the
audience’s
attentiveness, small gestures like nodding, etc.
Ex. giving a speech to a large audience

3. Non-interactive – the audience cannot interact immediately.

Ex. Radio/Television broadcast

Types of Conversations

Besides the types of speaking that were discussed earlier, it is a reality that you will
also be communicating with varying work groups in the workplace. It is important for
you to be prepared should you encounter and talk to different numbers of people.
Here are some forms of conversation that you may encounter in the workplace:

1. One-on-One Conversations
One-on-one conversations is a structured conversation where in two people
exchange information. Examples of one-on-one conversations is communicating with
your supervisor when presenting a report.

2. Small Group Conversations

Three or more people who communicate in order to reach a common goal. They
consider themselves as interdependent—as somehow needing one another.

3. Large Group Communication

Group communication is referred to as information or message exchange with
people who share the same values and are culturally, linguistically, or geographically
alike.

Source:

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Burton, G., & Dimbleby, R. (2002). More than words: An introduction to

communication. Routledge.
Suárez Vilagran, M. D. M. (2008). Four language skills: speaking. Retrieved
from: http://diposit.ub.edu/dspace/bitstream/2445/21326/1/4%20skills%20-
%20speaking.pdf

Topic 2: Guidelines in Speaking

Speak Appropriately
It entails using language that will not offend your listeners.
1. Relevance
It answers the question, “What does it have to do with me?” The person you are
talking to will be more interested on your stories if it something that he or she
can relate to. Most of the time, listeners want to hear something that is timely to
them, something that is related to their work, and something that is useful to
them.
2. Common ground
Finding out related knowledge, background, information, and shared
experiences that your audience can relate to. Setting common ground can be
done by using “we”.
3. Linguistic sensitivity
It is using language that is respectful of others and not offensive to them. To be
linguistically sensitive, make sure to use appropriate words for a specifc
industry. Avoid offensive humor, profanity, and vulgarity. Make sure that the
words you use are also culturally appropriate.

Speak Accurately
Use of words that tell the meaning you initially intended. Make sure that when you
speak it is understandable, in the right context, and gives off a positive and neutral
tone.

Speak Clearly
1. Use specific language – using precise words that will not make your
message ambiguous.

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2. Avoid jargon – Jargon refers to technical terms that are used by a specific
trade or profession.
3. Avoid slang – Slang refers to words or vocabulary that are used by a
specific group or culture. Overusing slang and jargon may also hinder clarity.
Never assume that all people can understand jargon and slang just because it
is common to you.

Topic 3: Showing Confidence When Speaking

When you speak confidently, you increase the credibility and effectiveness of your
message. However, there are some instances that people get anxious or nervous
whenever they communicate. These instances can also be referred to as
communication apprehension. Although getting nervous is normal and natural, too
much can hinder the flow of messages.

Here are some tips you can remember when you get communication apprehension:

1. Have a positive mindset

When you let your mind be preoccupied with anxious thoughts, it may hinder you
more in communicating effectively. Instead, think of it as a natural occurrence that
can be resolved.

2. Use positive help talk

In industries where you would have to communicate with larger groups (i.e. hotels,
restaurants, etc.), you can use positive help talk when you feel nervous. Affirming
words such as “I can do this,” or “I can guide these customers,” can gelp you in
communicating.

3. Do positive visualization
Positive visualization is a technique used to reduce anxiety when speaking. It is done
by simply visualizing or picturing that you are communicating effectively. In the
workplace, it can be applied when someone pictures that he or she is doing well with
a presentation.

4. Practice!

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Like any other skill, effective speaking skills can be honed through constant practice.
Try speaking in front of the mirror before delivering a presentation or talking to a
client. It can really improve your skills.

Lesson 4: Effective Nonverbal Communication

Introduction

Nonverbal communication is all forms of communication that does not use spoken
words. It may include the way we utter words, the surroundings affecting the
message, objects that influence personal preferences, etc.

Topic 1: Categories of Nonverbal Communication

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Nonverbal communication includes all speech elements other than the use of words
themselves.

Nonverbal communication can be categorized into:

1. Body Signal – Also known as kinesics and are nonverbal signals of the body.
Example: Shaking hands, slumping posture, peace sign

2. Object signals – Nonverbal messages identified through physical objects. These

are also known as artifacts.
Example: Clutter on the table, picture frames on the workplace table

3. Space signal – Also known as proxemics. It can also be sent by use of personal
space.
Example: Distance when you talk to your boss in the workplace, distance of office
chairs and tables

4. Time signal – Also known as chronemics and identified by time actions.

Example: Being punctual or late to work

5. Touch signal – Also called as haptics. These are nonverbal messages executed
through touch.
Example: Patting someone on the back, touching someone

Source: Mehrabian, A. (2017). Nonverbal communication. Routledge.

Topic 2: Guidelines for Improving Nonverbal Communication

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1. Monitor your nonverbal communication

Be cautious of your nonverbal communication. Think about its proper use and how it
would affect the people you are directing it to. Also ask yourself the kind of vibe or
image it gives off to other people.

2. Interpret others’ nonverbal communication cautiously

Just as how you monitor your own nonverbal communication, be wary of other
people’s nonverbal cues too. Do their nonverbal cues show that they are interested
on what you are saying?
In addition to that, we should also be careful in generalizing nonverbal cues. We
cannot conclude that a particular behavior means to specific people in a particular
context.

3. Be mindful of space
As discussed in the previous topic, space can also be a form of nonverbal
communication. In order to effectively communicate nonverbally in the workplace,
take note of people’s personal space.
Source: Wood, J. T. (2011). Communication in our lives. Cengage Learning.

Lesson 5: Questioning

Introduction

Another important skill is questioning. When you ask relevant questions, it gives the
idea that you want to know and understand more. There are different types of
questions. You have to know when to use these types of questions appropriately.

Topic 1: What is Questioning?

Questions are defined as statements used to clarify information or to get details.

Questions are also used in order to request for information that can encourage your
audience or listeners to think and search for answers related to the topics.

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Questioning is important in the workplace because it can be used to clarify

understanding. In addition to that, questioning also:

-Develops critical thinking skills

-Increases curiosity
-Evaluate understanding
-Encourages discussion
-Encourages employees to seek information on their own
-Reviews and summarizes topics
-Develops problem solving skills

Topic 2: Types of Questions

1.) Closed-Ended Questions

Questions that are answerable by YES or NO
Example: “Were you able to finish the report I asked you to do?”

2.) Open-Ended Questions

Questions that cannot be simply answered by YES or NO. It requires a longer
explanation.
Example: “Why were you not able to finish the report I asked you to
do?”

3.) Funnel Questions

Set of questions that begin with a broad, general question which is followed
by more specific questions.
Example: “Can you tell me more about that place?”

4.) Probing Questions

Questions that are asked to elicit more details. These are done by asking up
to 5 whys until you get to the bottom.

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Example: Your customer does not want to pay for the dish he ordered.

5.) Leading Questions

Leading questions are questions that make the respondent answer in the way
you want them to. These questions are commonly used for persuasion.
Because of this, you should be very cautious in asking and answering this
type of question.
Example: "Would you say that you are extremely satisfied with our
care?"

6.) Rhetorical Questions

These are questions that do not need any answer at all. They are just
statements in question form and are commonly used to make a point.
Example: "Can we do better next time?"

Topic 3: The Art of Questioning

It is not enough to simply enough to know the different types of questions.

Questioning is not just for getting information or for just getting tasks done.
Questioning can actually engage or interest your audience or listeners. Through
effective questioning, one can shift from concrete and factual thinking to more
analytical and evaluative thinking. In addition to that, it also promotes reasoning,
problem solving, and evaluation. Through questioning, critical thinking skills are also
developed. It promotes higher thinking in the workplace.

The art of questioning can be very beneficial when in group meetings or when in
brainstorming meetings.

Here are some principles that you can apply when initiating effective questioning:

1. Actively involve everyone by distributing questions

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When in a brainstorming or group meeting, allow everybody to involved in

questioning.

2. Balance factual, and though-provoking questions.

Make sure to balance out closed-ended questions and open-ended questions.

3. Promote answering completely and encourage feedback.

When asking questions, give the listener or the team sufficient time to give
their answers and feedback.

4. Personalize questions.
Another suggestion when conducting effective questioning is personalizing
questions. Try asking situational questions such as, “Let’s say you were
confronted with this situation...”

5. Collaborate!
Suggest ways on how you can collaborate with one another to address the
question oF situation.

Lesson 6: Critical Thinking and Decision Making

Topic 1: Critical Thinking Skills

Critical thinking refers to the way of thinking by analyzing, assessing, and

reconstructing the thought. It is the thorough pondering of ideas.

Here are several critical thinking skills you can use in the workplace:
1.) Analyzing – separating a whole thought into parts.

2.) Applying Standards – judging according to personal, professional, or societal

standards.

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3.) Discriminating – identifying similarities and differences, then classifying things.

4.) Information seeking – searching for evidences and other details related to a
specific problem to further elaborate.

5.) Logical reasoning – making reasonable conclusions from justified evidences.

6.) Predicting – foretelling a plan and its possible consequences.

7.) Transforming knowledge – changing the form of information to make it more

understandable.

Why should you think critically?

Critical thinking is needed before giving feedback. One needs to make sure that a
message is thoroughly processed or thought of before delivering it to the intended
person. Critical thinking ensures that no unnecessary comments or feedback are
thrown in the workplace.

Finally, critical thinking allows an employee to relate better to the experiences of

others. Because of this skill, an employee gets to perform well with other people—
and perform well in the workplace, in general.

Topic 2: Problem Sensitivity and Social Perceptiveness

Social Perceptiveness is referred to as being aware of what your co-workers are

thinking through observation. It is being aware of the reactions of others and
understanding why they react that way. It is the ability to sense not only sense the
verbal cues—but also the nonverbal cues of your co-workers. Meanwhile, problem
sensitivity is being aware when something is wrong or is likely to go wrong.

Nowadays, companies and organizations prefer to have employees who are not
necessarily smarter, but employees who possess high socioemotional skills. Social
perceptiveness and problem sensitivity are some of the socioemotional skills
considered to be crucial in career development.

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When you are socially perceptive, you know what to do when people react in a way
that you did not expect. For example, you can determine if someone is already
feeling uncomfortable in a situation.

Here are some tips that you can do in order to develop problem sensitivity and social
perceptiveness:
1.) Become a better listener
2.) Be aware of people’s background and preferences
3.) Focus on nonverbal cues

Topic 3: Creative Problem Solving

Have you encountered an issue in the office that felt too difficult? Perhaps you have
been loaded with too much workload that you no longer have an idea where to
begin. You can still improve your performance in the workplace by practicing the
creative problem solving model.

Challenges and obstacles will be a mundane part of the office life. However, you do
not have to stress over it. Creative Problem Solving can be used in order to make
balanced decisions and choosing the right course of action.

Here are the steps in doing the creative problem solving model:

First, clarify or identify the problem. Next, ideate or formulate a plan to address the
situation. Afterwards, develop the necessary strategies needed to address the
problem. And finally, implement or apply these strategies.

Lesson 7: Empathetic Skills

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Introduction

Empathy is being able to genuinely relate to the feelings, emotions, and thoughts of
others. It involves being sensitive to others and the ability to step into someone’s
shoes to understand them.

Empathy is important in the workplace because it is a way of showing respect to a

co-worker and to show care instead of just simply following rules and regulations.
Empathy skills strengthens leadership and camaraderie of a team.

Topic 1: Empathetic Skills

Empathy is referred to as being able to relate to the feelings, thoughts, and emotions
of your co-employees in the workplace. Though it may sound like a soft skill,
empathy is a necessary skill in fostering team work in the workplace. Thus, many
employers prefer to hire employees who possess this skill.

Empathetic Skills

The following skills below are identified as group leadership skills by Corey in his
book, Theory and Practice of Group Counseling. However, these skills can also be
applied in the workplace. In addition to that, the skills stated below can also indicate
or show your respect and empathy towards your colleagues in the workplace.
Like any other skills, these skills can be learned and honed.

Here are some empathetic skills that you should apply in the workplace:

Active Listening Paying total or complete attention to a speaker and being attentive

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of both verbal and non-verbal cues.

Restating Repeating or reaffirming what a speaker said. This can also be an
extension of active listening.
Clarifying Responding to confusing aspects of a message.
Summarizing Summing up important elements of a discussion in order provide
continuity and give direction to a session.
Questioning Used to elicit further discussion, stimulate thinking, and gather
information about a topic or subject.
Interpreting Offering possible reasons for occurring thoughts, behaviors and
feelings.
Confronting Pointing conflicting words or verbal messages that may have hurt
a team member. It encourages honest evaluation and awareness
of self.
Reflecting Communicating understanding of feelings. It is letting members
Things feel that they are heard and understood.
Supporting Giving affirmation to team members to create on agreeable
atmosphere in the workplace.
Initiating Encouraging participation among group members by letting them
lead.
Suggesting Providing advice and information to group members in order to
improve workplace processes.
Modeling Demonstrating ideal behaviors to group in order to lead an
example.

Source: Corey, G. (2004). Theory and Practice of Group counseling 6th. CA:
Brooks/Cole-Thomson Learning.

Lesson 8: Hindrances to Communication

Topic 1: Hindrances to Communication

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Going back to the model, as you can see, the idea of noise is included. Noise is
anything that prevents the receiver to obtain the whole message sent by the sender.

Noise may come in different forms:

Physical Noise
refers to the everyday environmental noise that disrupts the messages such as low
telephone volume, a distracting seatmate, or the the sound of vehicles.

Physiological impairment such as deafness or blindness may also be considered as

physical noise.

Semantic Noise

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refers to when a sender and a receiver interprets words in different ways.

Syntactical, organizational, and cultural noises are kinds of semantic noise.

Syntactical Noise are mistakes in grammar and tenses that elicits different
interpretations.
Organizational Noise are mistakes in the structure of the message that create
confusion. It can be unclear or badly stated directions that can confuse a receiver.
Cultural Noise are inconsistencies in the meaning due to cultural barriers.

Example: For Arabians, the nodding of the head signifies disagreement while for the
Filipinos, it signifies an approval.

Psychological Noise
refers to thoughts and feelings that can distract a person from fully understanding a
sender’s message. It can be bias, anger, strong emotions etc.

Activity: Hindrances to Communication

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Topic 2: Managing Hindrances to Communication

To get rid of noise that cause misunderstanding, the receiver of the message should
also do his/her part in receiving the intended message. Truly, effective
communication is a collaborative effort between the sender and the receiver.

There are many factors to consider when addressing barriers to communication.

First, you should identify what type of noise is at present. Is it physical? Semantic?
Or psychological? Then from there, you can identify the right type of intervention for
that kind of noise.

Managing Physical Noise

 Look for the source of the noise.

 Remove physical sources of noise such as mobile phones, computers, etc.
 Close windows and doors to eliminate environmental noise, if necessary.

Managing Semantic Noise

Semantic Noise occurs when words or language are interpreted the wrong way. In
the context of the workplace, this can commonly occur when handling written
communication requirements. Thus, here are some tips to manage semantic noise:

 Consider the length of your messages. Make sure that the length of your
messages is appropriate for your audience.
 Do not write in rush. When writing an important e-mail or presentation, really
set time to create the content.
 Proofread.
 Consult others. If uncertain on use of terminologies, spelling, words, etc., do
not hesitate to ask a co-worker about it. It is better to consult with others first
than to have semantic noise later.

Managing Psychological Noise

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 Be an active listener. Sometimes, the answer to misunderstandings in the

workplace is to simply listen. When you listen and not just attempt to hear out
an issue, you may find the solution to the problem.
 Focus on the issue, not the person. Do not take things personally. Think
critically before solving matters at hand. Solve problems than to attempt to
bring down a person.
 Ask questions and clarify.
 Do not jump to conclusions.
 Be genuine.
 Be open.

In the next modules, we will discuss how to better and effectively communicate with
different communication sources that you will encounter in the workplace.

Source: Overcoming communication barriers. (n.d.). Retrieved November 28, 2018,

from https://www.icas.com/professional-development/overcoming-communication-
barriers.

Topic 3: Successful Communication in Difficult Situations

Difficult situations can also be a form of noise or a hindrance to successful

communication in the workplace. There will be times where in you will need to talk or
coordinate with people who are difficult to communicate with, especially when it
comes to sensitive issues.

Remember that success in communication is not winning an argument, but being

able to resolve conflicts by empathizing with others.

Here are some strategies that you can take note when faced with such situations:

 People who are angry…

Anger is a result of frustration, loss, or hurt. To reduce anger,
empathize and reduce these emotions by clarifying or restating the message.
 I’m sorry that the system seems unfair to you.
 I’m sorry this happened to you.
 That must be hard to deal with.

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 People who listen and then say, “Yeah, but…”

There will also be people who—no matter what your suggestions or
offers you say—will try to contradict you. There will be instances where in
your ideas will never work out for them. When you determine this kind of
person in the team, try to talk to him/her personally and let him/her know how
it makes you feel.
Ex. “When you tell me that none of my ideas work out for you, I feel
kind of frustrated because I don’t know what else to suggest. Would
you mind telling me what we can do both better?”

 People who want you to provide all the answers

Finally, there will also be people who would want to you to provide all
the solutions and answers without thinking for possible interventions first.
Encountering these personalities may come off as frustrating to you when it
always occurs. This can be addressed by asking open ended questions,
instead of simply keeping silent.
 “How about you? Do you have any suggestions as to how we can
address this?”
 “What are your thoughts on this?”

Source: Harris, M. J. (2006). Communication and Problem Solving. California: California Childcare Health
Program. Retrieved from: https://cchp.ucsf.edu/sites/g/files/tkssra181/f/6_CCHA_Communication_0406_FNL.pdf

Unit Test 1: Following Routine Spoken

Messages
Direction: Read the questions carefully. Choose the letter of the best answer.

1.A customer was not able to understand the directions you were giving her because
of occasional telephone interferences. In the communication process, the telephone
interferences can also be referred to as:
Select one:
a.Noise b.Message c.Source d.Receiver

2.A non-English speaking guest came to visit your hotel. You were part of the front
office staff and you were tasked to accommodate the guest. However, you had a
hard time understanding the guest’s requests because of the language barrier. What
type of noise is this?

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Select one:
a.Physical Noise b.Semantic Noise
c.Psychological Noise d.Cultural Noise

3.All are examples of semantic noise except one. Which of the following is not an
example of semantic noise?
a.Cultural b.Syntactical c.Organizational d.Physiological

4.Ana’s boss was talking to her about a pending project; however, while her boss
was discussing, her desk mate was talking loudly to a supplier on the phone.
Because of this, Ana had to clarify the topic again. What type of noise did Ana
encounter?
:
a.Syntactical b.Organizational c.Physical d.Physiological

5.Diego is discussing the monthly achievement report of their company.

Occasionally, his workmates would nod to show their attentiveness. What kind of
speaking is this?
a.Partially Interactive Speaking b.Attentive Speaking
c.Non-Interactive Speaking d.Interactive Speaking

6.How do you arrange the five stages of the listening process?

a.Evaluating, Understanding, Responding, Remembering, Receiving
b.Receiving, Responding, Evaluating, Remembering, Understanding
c.Receiving, Understanding, Evaluating, Remembering, Responding
d.Responding, Receiving, Understanding, Evaluating, Remembering

7.In this type of speaking, participants alternately speak and listen.

a.Partially Interactive Listening b.Interactive Listening
c.Serious Listening d.Non-Interactive Listening

8.It is defined as the way of thinking by analyzing, assessing, and reconstructing the
thought. It can also mean a thorough pondering of ideas.

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a.Active Listening and Understanding b.Analysis

c.Psychoanalysis d.Critical Thinking

9.It is not simply hearing, but also entails understanding the meaning behind the
message.
a.Hearing b.Listening c.Active Hearing d.Active Listening

10.It is referred to as the process of information exchange, may it be in different

modes, that takes place within an organization or a company.
Select one:
a.Communication Process b.Communication
c.Workplace Communication d.Organizational Guidelines

11.Jonah is explaining the organizational guidelines of the office to Sarah, a new

employee. In the scenario, what is the message being communicated?
a.Sarah b.Organizational Guidelines
c.Jonah d.None of the above

12.Marnie has made it a habit to ask relevant questions during the end of meetings.
This is to ensure that she was able to understand every detail. What principle of
active listening and understanding does Marnie apply in the workplace?
a.Taking down notes b.Clarifying
c.Paying attention d.Deferring judgment

13.The communication process is not always ideal or perfect. There will be instances
such as disruptions that would hinder the flow of messages. These disruptions are
also referred to as:
a.Feedback b.Distortions c.Noise d.Wavelength

14.The following explains why critical thinking is an important skill in the workplace.
Which of the following is not an importance of critical thinking?

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a.It ensures that no unnecessary comments or feedback are thrown in the

workplace.
b.Critical thinking ensures that a message is thoroughly processed or thought
of before saying it to another person.
c.Critical thinking is essential before giving feedback and promotes better
options to employees.
d.It allows you to blame your co-workers for things they did not do.

15.These disruptions occur when there is a difficulty in understanding the message

because of your personal mood and emotions.
a.Physical Noise b.Cultural Noise c.Psychological Noise d.Semantic Noise

16.This type of questioning involves a set of questions that usually begin with a
broad, general question, which is then followed by more specific questions.
Select one:
a.Funnel Questions b.Probing Questions
c.Close Ended Questions d.Open Ended Questions

17.Which of the following best explains why communication is necessary in the

workplace?

a.It gives better pay to employees.

b.It makes an employee feel more important and accomplished.
c.It is not really necessary in the workplace.
d.Effective communication increases worker productivity since it ensures that
all processes are accomplished without disruptions.

18.Which of the following best explains why questioning is an important skill to be

acquired in the workplace?
Select one:
a.It gives the idea that you want to know and understand better.
b.Giving good questions gives you a higher chance for promotion.
c.It hastens the communication process.

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d.Questioning gives a feel of accomplishment.

19.Which of the following illustrates the difference between verbal and nonverbal
communication?
Select one:
a.An example of verbal communication is communicating through e-mails
while non-verbal communication can be through communicating via
cellphones.
b.Verbal communication refers to a non-speaking mode, while non-verbal
communication requires speaking in communicating.
c.Verbal communication is a mode of communication that involves speaking
and is commonly applied in face-to-face communication. Meanwhile, non-
verbal communication refers to non-speech type of communication.
d.Verbal communication can be categorized into body, object, space, time,
and touch signals. Meanwhile, silence is a form of non-verbal communication.

20.Which of the following tips is NOT involved in active listening and understanding?
Select one:
a.Clarifying b.Paying attention c.Complaining d.Deferring judgment

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UNIT 2: PERFORMING WORKPLACE

DUTIES FOLLOWING WRITTEN NOTICES

Lesson 1: Workplace Etiquette

Introduction

Work etiquette is a set of rules or expectations expected in the workplace. This

ensures that everyone’s rights and personal space are protected, as well as,
ensuring that everything that happens in the workplace is in its proper place.
Whatever your position may be in the workplace, it is important to follow the following
work etiquette.

Interactions are important in the workplace. It is impossible to perform workplace

duties without communicating with your office mates. However, the workplace will
require certain expectation as to how you behave and perform certain workplace
tasks.

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For this unit, we will be discussing the different attitudes and actions that are
expected of you in the workplace such as work etiquette and common organization
guidelines.

Topic 1: Face-to-Face Etiquette

When it is your first time to meet someone, you can follow these tips:
 Stand up. Establish eye contact. Smile.
 Shake his/her hands or greet him/her if necessary.
 Introduce yourself if necessary.

When talking to someone, remember these:

 Speak at a right pace. Not too fast or not too slow.
 Do not ignore others who are also present.
 Do not discuss work solely. You can ask how is he/she feeling once in a
while.
 Nonverbal communication matters. Maintain eye contact and avoid
mannerisms.

Consider proxemics.
 Proxemics is defined as how people view or use space in order to achieve
communication goals.Avoid sensitive conversations and negative personal
comments.
 Avoid looking at your mobile phone.
 Say thank you.

When in a meeting, remember these:

 As a participant in the meeting, you should be aware of your responsibilities.
 Encourage everyone to express their views by showing them you are willing
to listen.
 Be prompt. As much as possible, start and end the meeting based on your
schedule.
 Respect each other’s’ views and opinions.

Participate and encourage others to participate as well.

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In a meeting, it usual to have a clash of ideas. You may think that you have the
brightest idea but others might have different opinions on the matter. When this
happens, do not take things personally. Consider this a constructive comment. Keep
in mind that not everything you want to happen can happen at the time you want it
to. Do not let your ego lead you into saying harsh words or remarks.

Topic 2: Mediated Communication Etiquette

Receiving Telephone Calls

 Answer the phone immediately. As much as possible do not let it ring more
than four times.
 Be courteous in greeting people.
 Immediately ask their reason for calling.
 Speak properly to the caller. If you do not know the answer to their callers,
know who to refer them to.
 Tell them properly before putting them on hold or making them wait.
 End the call politely.

Some guidelines:
 Speak clearly, audibly, and politely.
 Use your normal tone of voice. Avoiding speaking too loudly and too soft.
 Do not eat or drink while talking.
 Do not use slang words and jargons.
 Address the caller properly.
 Focus on the call and listen carefully to what the caller is saying.

Guidelines in Using a Two-Way Radio

Two-way radios use a one-at-a-time system of communication. When you press the
talk button, no one else in your group can speak or be heard.

 Identify yourself and who you are talking to when you share a common radio
channel.
 Be clear and concise. Use short messages only.
 After pressing the button, pause before speaking. There may possibly be a
short delay before the radio transmits sound.
 Use phonetic alphabet and radio language when using two-way radio

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Phonetic Alphabet

Radio Language:
 "Over" - I've finished speaking.
 "Say again" - Repeat your last message.
 "Stand by" - I acknowledge your transmission, but I can't respond right now.
 "Go ahead" - I can respond, go ahead with your message.
 "Roger" - Message received and understood.

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 "Affirmative" or "Negative" - Yes / No

 "Out" - Conversation is finished. The channel is clear for other users.

Topic 3: Written Communication Etiquette

Aside from the telephone and radio etiquette, there are also some protocols you
need to follow when communicating through writing and handling written documents.

Six Steps to Good Writing

1. Be clear about your purpose.
Analyze and assess the information that you will include in your written work.
Identify the key issues and really determine the most relevant topics to
discuss.
2. Outline what you need to say.
Outlines produce well-crafted outputs. It’s better to have all your details and
topics laid before you before diving into writing immediately.
3. Create a draft.
Here are some questions you can answer while creating your draft:
 Who is my audience?
 What are my objectives?
 What do I want them to take home from my document?
4. Revise.

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You can seek the advice of your other co-workers or your supervisors if there
is anything you need to revise from your work.
5. Type the final draft.
6. Proofread.

Letter Writing Strategies - Neutral or Good News Letters

 Identify the request or inquiry in the subject line when writing e-mails.
 Open with a short inquiry and shirt backgrounder.
 Indicate if there is a need to respond.
 Be courteous and friendly.
 Be specific. Most organizations will not have time to read through your entire
message, so be clear and concise.
 Close by saying what you can do for the reader and what you want the reader
to do.
Letter Writing Strategies – Order Refusal Letters
 Start by acknowledging the order.
 List out the factors explaining your decision.
 Be clear and courteous when refusing.
 Close with a positive, courteous paragraph.

Saying “No” or Declining Invitations

 Start with a neutral opening.
 Give a positive explanation why you chose to refuse.
 Say “no” corteously.
 Close the letter with a positive language.

Seven Cs of Documentation
1. Clear – can be easily understood by the reader.
2. Concise – conveys everything even with minimum words.
3. Complete – includes all necessary information.
4. Correct – includes accurate and well-detailed information.
5. Corteous – starts and ends off on a polite tone.
6. Clean – there are no corrections, may it be in physical or digital form.
7. Checked – material is checked and free from error.

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Activity: What Would You Do?

Lesson 2: Organizational Guidelines

Introduction
Organizational Guidelines are a set of rules, principles, or policies that an
organization follows. It is designed to have a uniform mindset within the workplace
and to ensure that every worker follows the same procedure in the workplace.
Organizational guidelines may include information documentation procedures,
company guidelines and procedures, standard operating procedures (SOPs),
organizational manuals, Departmental Policies and Procedures Manual, Service
Manual.

Topic 1: Common Rules in the Workplace

1. Punch in and out of time. If you are late for work, your pay will be deducted
accordingly.
2. If you must be absent or late, inform your supervisor before work begins.
3. Use equipment carefully. Keep work area neat and orderly. Do not forget to put
supplies and equipment to their proper places before going home.
4. Obey safety rules and signs. Wear proper safety clothes. If there are any
accidents, report it to your supervisor immediately.
5. Come to work with clean clothes and clean body.
6. If you don’t understand, do not be afraid to ask. Mistakes are expensive and can
cause delays.

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On Attendance
Attendance is a very important aspect of the workplace because it displays your
commitment to the job. Excuses should be valid and its urgency should be
determined in lieu of the work that you will leave in the case that you will absent
yourself.
There are two (2) types of reasons:
EMERGENCY REASONS -- this type of reason is usually accidental and does not
happen all the time. You are usually allowed to absent if circumstances permit you to
attend to the emergency. Otherwise, you have to stay and continue your work.
Emergencies happening before going to work should be brought to the attention of
the immediate supervisor at least 3 hours before work time begins.
SPECIAL OCCASIONS -- these are usually planned activities and can not be taken
as emergencies. You are required to inform your boss at least two (2) weeks ahead
of time about this schedule. To some extent, permission is granted depending on the
discretion of your boss.
Skipping yourself from work without giving notice to and without permission from
your boss will declare you AWOL - Absent Without Official Leave. If you continue to
be AWOL, you will consequently get fired or terminated. Getting another job would
be very difficult because you have acquired a BAD ATTENDANCE RECORD. Show
your commitment to your job by appearing regularly and consistently at work.

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Topic 2: Unwritten Rules

Besides the tips stated above, here are more tips that you should remember when in
the workplace. These are rules which are already expected from you whether you
are a new or an old employee.

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Unit Test 2: Performing Workplace

Duties Following Written Notices

1.It is defined as how people view or use space in order to achieve communication
goals.
a.Workplace Etiquette b.Proxemics
c.Workplace Communication d.Distance

2.Lito is promoting the hotel’s products and services to a guest. What is the
appropriate distance or space that Lito must give to the guest?
a.Personal Distance (approximately 2-3 ft.)
b.Public Distance (approximately 12 ft.)
c.Social Distance (5 to 10 ft.)
d.Intimate Distance (direct contact to approximately 2 ft.)

3.The following are indicators of good communication etiquette, except one. Which
of the following choices should not be done when talking to someone?
a.Considering proxemics.
b.Bringing up sensitive conversations or topics.
c.Avoiding looking at your mobile phone.
d.Confirming understanding through nodding or other non-verbal cues.

4.The following, except one, are reasons why it is important to implement and follow
organizational guidelines in the office. Which of the following does not explain the
importance of organizational guidelines in the workplace?
a.It is to ensure that every worker follows the same procedure in the office,
thus, avoiding error and confusion.
b.Following workplace etiquette gives you the privilege to judge your
workmates.
c.Failing to follow organizational guidelines may cause termination in the
office.
d.Having good workplace etiquette may also be applied or extended to non-
work-related matters.

5.These are a set of rules, principles, or policies that an organization follows. These
may include company guidelines, standard operating procedures, organizational
manuals, etc.
a.Workplace Etiquette b.Mediated Communication Etiquette
c.Organizational Guidelines d.Proxemics

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6.This type of mediated communication uses a one-at-a-time system of

communication. When someone is already talking, no one else in the group can
speak or be heard.
a.Fax Machine b.Telephone c.Two-Way Radio d.E-Mail

7.What do you call reasons that are usually planned activities and requires
permission from a superior at least two (2) weeks ahead of time?
a.Invalid Reason b.Emergency Reason
c.Special Occasion Reason d.Valid Reason

8.Martie was tasked to deliver a marketing pitch to their new clients. As soon as their
clients arrive, Martie should:
a.Smile. Stand up if he is sitting and shake the hands of his clients.
b.Not talk to the clients unless they want to.
c.Begin the meeting immediately.
d.Serve snacks and beverages.

9.While on your way to work, the jeepney you are riding had a flat tire. The driver
decided to change the tire and have the flat one vulcanized. It is 6:30 a.m. and your
shift starts at 7 o'clock. The next ride is already full and your workplace is five
kilometers away. What type of reason is this?
a.Invalid Reason b.Valid Reason
c.Special Occasion Reason d.Emergency Reason

10.You woke up this morning with a bad headache and upset stomach. Since you
did not have fever, you hoped that you will feel better. Instead you felt worse. It is
now noon. Your shift will start at 4 p.m. What type of reason is this?
a.Special Occasion Reason b.Invalid Reason
c.Emergency Reason d.Valid Reason

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