Module 1 NC I Receiving and Responding To Workplace Communication - ForTrainingOnly
Module 1 NC I Receiving and Responding To Workplace Communication - ForTrainingOnly
Work Readiness Modules on 21st Century Skills | USAID Opportunity 2.0 Program| Philippines Page 2
Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Acknowledgements
Education Development Center (EDC) would like to thank the staff of the USAID Opportunity 2.0
Program, Philippines local team, and the Technical Education and Skills Development Authority’s (TESDA)
National Institute for Technical Education and Skills Development (NITESD) through its Curriculum and
Training Aids Division (CTADD), whose invaluable insights guided the adaptation of this curriculum.
Opportunity 2.0 aims to provide opportunities for second-chance education for vulnerable out-of-school
youth (OSY) by collaboratively working with TESDA in strengthening its technical education and training
systems to develop, deliver and monitor workforce readiness and technical-vocational training programs
that will prepare large numbers of out-of-school youth to transition to further education and training,
immediate jobs and self-employment opportunities. In line with this objective, Opportunity 2.0 has
developed the Work Readiness Modules on 21st Century Skills which are appropriate for self-directed
learning or modular learning delivery.
The Work Readiness Modules on 21st Century Skills is an adaptation of EDC’s globally recognized Work
Ready Now. The curriculum addresses the TESDA Amended Competency Standards for Basic
Competencies Integrating 21st Century Skills which were promulgated on July 9, 2019.
This curriculum is made possible by the generous support of the American people through the United States Agency
for International Development (USAID). The contents are the responsibility of Education Development Center, Inc.
and do not necessarily reflect the views of USAID or the United States Government.
EDC 43 Foundry Avenue Waltham, MA 02453 Education Development Center (EDC) is a global
nonprofit that advances lasting solutions to improve
Contact: [email protected] education, promote health, and expand economic
opportunity.
Phone: 617-969-7100 Since 1958, we have been a leader in designing,
implementing, and evaluating powerful and innovative
programs in more than 80 countries around the world.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Table of Contents
Introduction .......................................................................................................................................5
Summary of Learning Outcomes ....................................................................................................11
Module Overview ............................................................................................................................11
SESSION 1: Follow Routine Spoken Messages - Listen, Speak and Respond to Workplace
Communication ................................................................................................................................ 13
Activity 1: Introductory Activity & Learner’s Reflection .............................................................. 15
Activity 2: Non-Verbal Communication .......................................................................................21
Activity 3: Effective Listening .......................................................................................................24
Activity 4: Effective Speaking .......................................................................................................29
Activity 5: Effective Questioning ..................................................................................................33
Activity 6: Choosing a Form of Communication ..........................................................................37
Activity 7: Hindrances to Communications..................................................................................41
SESSION 2: Perform Workplace Duties Following Written Notices ................................................48
Activity 8: Following Organizational Policies and Guidelines ......................................................49
Activity 9: Following Written Instructions in the Workplace ......................................................54
Activity 10: Observing Communication in the Workplace ...........................................................60
SESSION 3: Review & Assessment ...................................................................................................67
Activity 11: Module 1 Review and Application ............................................................................67
Activity 12: End-of-Module Assessment ......................................................................................74
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Introduction
Welcome to the Work Readiness Modules on 21st Century Skills! These modules will help prepare
you to transition to further education and training as well as equip you with the knowledge and
skills necessary to successfully find work or start your own business. The curriculum addresses
the TESDA Competencies for 21st Century Skills.
There are nine Work Readiness modules on 21st Century Skills, all aligned with TESDA’s
Competency Standards for Basic Competencies’ Thematic Areas, Units of Competencies,
Elements and Performance Criteria.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
3. Solving and Addressing Routine Problems: identifying the problem; assessing fundamental
causes of the problem; determine corrective action; communicating action plans and
recommendations to routine problems
5. Supporting Innovation: identifying the need for innovation in one’s area of work;
recognizing innovative and creative ideas; supporting individuals’ access to flexible and
innovative ways of working
7. Following Occupational Safety and Health Policies and Procedures: identifying relevant
occupational safety and health policies and procedures; performing relevant occupational
safety and health procedures; complying with relevant occupational safety and health
policies and standards
In each module, you will do tasks that will get you out into your community, into real workplaces.
You will learn by looking and talking to people. (These can be modified if there are active health
and movement restrictions in place.) You will observe and learn about how businesses work and
take notes about what you see. You will talk to employees and business owners or managers.
This helps you to make more informed career choices and have realistic expectations about the
working environment. You will be prepared for future work immersion, jobs or running your own
small business.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
The Work Readiness Modules on 21st Century Skills are meant to be engaging and interactive.
Even though it is a self-directed learning approach, there are many opportunities to be learning
through interacting with others, including other learners, your trainers, your family and friends
and people in the community such as business owners, employers, managers and employees.
Sometimes you will be reading, writing and reflecting about new topics. You will also be given
opportunities to practice, apply, analyze or synthesize the content and skills you are introduced
to.
As you move through the modules, you will notice that they are organized in the same way. Each
module starts out with the TESDA unit description and learning outcomes and an overview of
activities and recommended time to complete the activities. Each module has a list of written
assignments and skills demonstration box which lists the activities that will help you develop
your skills. Some of these will be measured using a rubric. A module begins and ends with a
learner reflection (self-assessment) which is used as a skills check. There is also a short end-of-
module assessment (quiz) at the end of each module. You will also find key to correction at the
tail end pages of each module where you can check your answers to quiz as well as appropriate
responses to exercises and activities.
Modules are divided into sessions which correspond to the learning outcomes. Each session
contains 2 – 5 activities. At the beginning of each session, you will find a table that links the
session to TESDA’s performance criteria. Each session typically has 3 or more performance
criteria.
Performance Criteria:
1.1
1.2
1.3
This is followed by a textbox containing the key topic and learning points of the session.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Then there are the main activities, including that activity name, objectives, time required and a
variety of tasks for you to do.
Activity X: Name
Objectives:
✓
✓
✓
The tasks are represented by icons. Some of the icons you will see include:
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Key Facts: [X.X and Name] – This section presents information to read about the
topic
Let’s Exercise: [Task Name] – This section is for comprehension check questions
and practice tasks to ensure that you have understood concepts before moving to
application.
Let’s Apply: [Task Name] – This section is for application of concepts learned. You
are putting the information learned into action and applying it to your own life.
This section encourages you to express your opinions to family and friends about a topic.
Start a discussion with them face to face, via text, chat, or whatever means available and
comfortable to you. It’s always great to share your ideas and hear more points of view. J
Sharing is Caring
This section encourages you to share your output to family and friends. You worked hard
on this so now it is time to tell others about the task you have just completed. Do it face to
face, via text, chat, or whatever means available and comfortable to you. It’s always great
to share your thoughts and hear feedback from people who care. J
Your trainer will inform you if you are to write directly in your handbook or if you are to write in
a notebook. There is space to respond to questions, and each session includes a page of writing
space.
Requirements
There are a number of requirements that you will need to fulfill to pass each module, which
corresponds to each unit of competency of the TESDA’s Competency Standards for Basic
Competencies:
2. Written Assignments: Please complete all written work in the module. Part of your skills
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
evaluation and module completion is done through completing the written assignments
outlined at the beginning of the module. Some of the assignments will be used to
evaluate your skills, and each module has at least one rubric for this purpose.
3. End-of-Module Assessment.
A TESDA trainer will be there to support you throughout the modules. The trainer will check in
with you several times a week by phone, email, WhatsApp, Facebook messenger or in person to
answer any questions you have and to monitor the progress you are making with assignments
and activities. They are a great resource and will be able to help you when you do not
understand something or want to know more about the session.
Good luck on your journey and have fun! By the time you finish with the modules, you will be
well prepared to continue with your education, find a job or start your own business. Thank you!
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Module Overview
Activity Recommended Time
Session 1: Follow Routine Spoken Messages - Listen, Speak and Respond to
Workplace Communication (L.O 1)
1. Introductory Activity & Pre-Module Learner’s Reflection (45-60 minutes)
2. Non-Verbal Communication 30-45 minutes
3. Effective Listening 45-60 minutes
4. Effective Speaking 45-60 minutes
5. Questioning 45-60 minutes
6. Choosing a Form of Communication 45-60 minutes
7. Hindrances to Communication 45-60 minutes
Session 2: Perform Workplace Duties Following Written Notices (L.O 2)
8. Following Organizational Policies and Guidelines 60-90 minutes
9. Following Written Instructions in the Workplace 60-75 minutes
10. Observing Communication in the Workplace 120-135 minutes
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Written Assignments
Please complete all written work in the module. Part of your skills evaluation and module
completion is done through completing the following written assignments:
Skills Demonstration
The following activities are intended to help you develop the skill that this module is written
for:
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Performance Criteria:
Examples of effective listening skills include: using appropriate body language to show
you are listening; listening without interrupting; asking questions for clarification when
you do not understand something.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Communication is a two-way process where you need to speak and listen well and ask
for clarification when necessary. Speak with a clear, understandable and convincing voice.
message
Sender Receiver
feedback
The method of communication you choose can make a big difference in how effectively
your message is understood and acted upon. For example, if a quick response is needed
and the message is simple, communicating verbally might be better than via written
means.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
Read the proverb at the beginning of the module and answer the questions. “The first
impression you give is important in communication” (Sa komunikasyon mahalaga ang
unang impresyon).
2. In your own words, how do you relate this proverb to yourself? Can you recall your
first impression situation with someone else? Do you think the way you talk with your
listener is important? Why?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
3. This module will focus on communication skills in the workplace, what do you think is
the relevance between the proverb and the importance of communication skills at
work. How does it relate to your real life situation?
4. “I hear you, but I’m not listening”. Ask your mother, father, sister, brother or your
friend if they have experienced a situation where they are talking to someone who
seemed to be listening to them but when they ask if they understood what they are
saying it turns out that they were not listening. How did they feel about it? Is this a
good or bad thing to do? Why?
Now it is your time to write your thoughts on the following questions in the space below.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Sharing is caring
This section encourages you to share your output to family and friends. You worked hard
on this so now it is time to tell others about the task you have just completed. It’s always
great to share your thoughts and hear feedback from people who care ☺
Go ahead and share your thoughts based from your answers above with your family and
friends! Don’t forget to explain your thoughts in each question to show how you value effective
communication in your life.
Remember that in this module you are going to learn about communication skills and how to
become more effective and confident listeners and speakers.
Now proceed to the Learner’s Reflection below to reflect on what you already know
about effective communication and what you will learn in the course.
Ito ay hindi pagsusulit. Ito ay isang paraan upang malaman mo ang iyong kaalaman, kasanayan
o kakayahan tungkol sa paksang ito. Basahin mo ang mga kaalaman, kasanayan o kakayahan
na nakalista sa kaliwang hanay. Magbalik‐tanaw sa iyong sarili at mga karanasan. Basahin ang
lahat ng mga pangungusap at i‐tsek ang sagot na naaangkop sa iyong sitwasyon. Ang iyong
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
My experience 1 2 3 4
I don’t have I have very I have some I have a lot of
Knowledge, skills and abilities any little experience experience
experience experience doing this. doing this.
Kaalaman, kasanayan at kakayahan doing this. doing this
Mayroon Marami akong
Wala akong Kaunting- akong karanasan sa
karanasan kaunti karanasan paggawa nito
sa paggawa lamang ang sa paggawa
nito karanasan nito
ko sa
paggawa
nito
Describe the main concepts of communication
in the workplace/
Nailarawan ang mga pangunahing konsepto ng
komunikasyon sa lugar ng trabaho.
Appreciate or understand the importance of
interpersonal communication/
Naintindihan ang kahalagahan ng interpersonal
na komunikasyon
Identify, apply and demonstrate effective
listening skills & strategies/
Natukoy, nailapat at naipakita ang mga
epektibong kasanayan at pamamaraan sa
pakikinig
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
My experience 1 2 3 4
I don’t have I have very I have some I have a lot of
Knowledge, skills and abilities any little experience experience
experience experience doing this. doing this.
Kaalaman, kasanayan at kakayahan doing this. doing this
Mayroon Marami akong
Wala akong Kaunting- akong karanasan sa
karanasan kaunti karanasan paggawa nito
sa paggawa lamang ang sa paggawa
nito karanasan nito
ko sa
paggawa
nito
Ask questions from others when I do not
understand / Nagtanong sa iba kung mayroon
akong hindi naintindihan.
Choose or decide when to communicate
verbally, electronically or in writing./
Nakapili o nakapasya kung kailan makikipag-
usap sa pamamagitan ng pagsasalita, eletroniko
o sa pagsusulat.
Identify issues, problems and bottlenecks that
hinders the flow of communication/
Natukoy ang mga isyu, problema at balakid na
humahadlang sa komunikasyon.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
My experience 1 2 3 4
I don’t have I have very I have some I have a lot of
Knowledge, skills and abilities any little experience experience
experience experience doing this. doing this.
Kaalaman, kasanayan at kakayahan doing this. doing this
Mayroon Marami akong
Wala akong Kaunting- akong karanasan sa
karanasan kaunti karanasan paggawa nito
sa paggawa lamang ang sa paggawa
nito karanasan nito
ko sa
paggawa
nito
Perform workplace duties following written
notices /
Naisagawa ang mga responsibilidad sa lugar ng
trabaho alinsunod sa mga nakasulat na paalala.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
1. Tell a family member how you feel, or what you think, or what you want—without
talking.
2. Think of some words to describe your family member’s reactions and note them
down.
3. Tell your family member that you just showed an example of non-verbal
communication.
The way you use your body can help or interfere in your communication with others.
Your body can show if you are interested in what the other person is saying or distracted,
can show respect or disrespect to the other person, and can give many more messages.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Look at the pictures below.1 By yourself or with a family member, familiarize yourself with what
each facial expression means by practicing it. You might have other ways of expressing the
emotion. There is not an exact way to do it and culturally, expressions will vary.
1
Piacquadio, A. (n.d.). Collage Photo of Woman. https://www.pexels.com/photo/collage-photo-of-woman-
3812743/ (License: Free to use and no attribution required.)
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
This section encourages you to express your opinions to family and friends about non-verbal
communication. Start a discussion with them face to face, via text, chat, or whatever means
available and comfortable to you. It’s always great to share your ideas and hear more points
of view ☺
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
Read the story about a workplace situation described below. Invite 2 of your family
members, friends or home companions to do a role play. Assign them to take the roles of
the characters mentioned in the scenario.
Omar is a front desk worker at Lantaka Hotel. He is responsible for checking guests
in, answering the phone, and responding to the needs of hotel guests. He and his
sister Sitti have been having some misunderstandings lately so he has been
distracted at work. An angry guest from room 202 comes to the desk to complain
about dirty sheets. While the guest was complaining, Omar’s mobile phone rings.
It was his sister. He asks the guest to wait for a minute but he ends up getting into a
heated discussion with Sitti. The guest becomes annoyed and says she is going to go
out and expects clean sheets by the time she returns in her hotel room. Omar nods
his head in agreement and says, “No problem, it will be taken care of”. He continues
with his phone conversation and he is quite upset when he gets off. Things start to
get busy at the hotel -‐‐the hotel phone keeps ringing and a busload of guests
arrives to check-in. The guest from room 202 returns, gets her key and within
minutes she went down in the lobby shouting that her dirty sheets have not been
replaced.
Read the following questions and write your answers below based on your understanding
of the scenario.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
4. Has a similar situation happened to you? Have you ever not listened to someone
who was speaking to you? Have you experienced speaking and the other person
was not listening to you? What happened?
5. If you were one of the characters, what would you do to avoid such a situation?
Identifying effective listening skills and strategies: Read the statement in the table
below one at a time. Check Yes if you use or practice the standard, and check No if you
don’t use or practice the standard in your real-life situation.
Standards Yes No
Do you use appropriate body language to show you are listening? (eye
contact, sit upright, nod head, etc.)
Do you listen to the speaker without interrupting?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Standards Yes No
Do you repeat what the speaker has said to make sure you have
understood correctly?
Do you ask questions for clarification when you do not understand
something?
Do you avoid being distracted by noises, mobile phones, or by what
other people are doing?
Do you avoid being distracted by the mannerisms, speaking style,
clothing of the person speaking?
Are you aware of your own attitude & do you avoid being judgmental?
Count your YES and NO answers. If you have more YES answers, then most likely you are
practicing good listening skills!
Ask your family members, home companions or friends to do a role play with you. You can
choose from the 2 role play scenarios described below. You may change the name of the
characters to your real names or other names as you wish. Your conversation or dialogue in the
role play must be according to the standards found in the Effective Listening Observation
Checklist (Be sure to share the checklist with your role play partner beforehand!).
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
sand to add to the cement. He feared he would lose his job if he asked the supervisor again, so
he did what he thought was right – 10 bags of sand for every bag of cement. After the wall had
been up a few days, the wall crumbled.
Once the role play is over, encourage the role players (family member, home companion or a
friend) to express your respective opinions about the story you just role-played together. You
may wish to start a discussion with them on a later time either face to face, via text, chat, or
whatever means available and comfortable to you. It’s always great to share your ideas and
hear more points of view ☺
1. What did it feel like to be in a conversation where you failed to understand something that
the other person was trying to say?
2. What did you observe about body language while talking to each other?
4. What other tips can you offer for us to become effective listeners?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Sharing is caring
Go back to the exercise you have done on Effective Listening Observation Checklists and
share your output to family and friends. You have reflected on this so now it is time to tell
others about the listening “standards” you are practicing (YES answers) and not practicing
(NO answers). Do it face to face, via text, chat, or whatever means available and
comfortable to you. It’s always great to share your thoughts and hear feedback from
people who care ☺
1. Read the standard statement in the checklist where you answered “YES” then ask their
affirmation or feedback if you are practicing it based on their experience in talking to
you.
2. Read the standard statement in the checklist where you answered “NO” and share your
thoughts on how can you do it differently or improve it. You may relate your thoughts
to your workplace environment (if you are currently employed or self-employed). Also
ask for their suggestions on how you can improve on the particular listening strategy.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
Get any object nearest to you (e.g. book, mobile phone) or a blank sheet of paper and
draw something that comes to your mind first. Look for a family member. In 2 minutes,
describe the object you chose or the picture you drew. Your task is to clearly convey the
importance of the object or drawing in your daily life. Convince the listener/s of its
importance. Keep checking to see his/her interest in the object and adjust your approach
accordingly!
1. What lesson or lessons did you get from the activity above?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
4. What were some of the effective speaking strategies that you used?
6. How did you adjust your approach if you found the listener was not so interested in
your object or drawing?
8. What are some of the things that you as a speaker can use next time to be a more
effective speaker?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
✓ Be polite/friendly
✓ Be honest
✓ Be respectful
✓ Be flexible – check the mood and attitudes of others and adjust accordingly
Read the statements one by one and put a if the statement is about effective speaking and
if not.
Check your answers before continuing! The answers are found at the end of the module.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Go back to your object or drawing. With effective speaking skills in mind, improve your
description of it. After writing, face a mirror and practice speaking about the importance of the
object to yourself or call a family member to speak about what you have written.
Assess your performance based on the checklist in Key Facts 1.2: Effective Speaking Skills and
Strategies as well as with the items you checked in the last exercise. You can also ask the
person with whom you are speaking to use the checklists to assess your performance!
Sharing is caring
This section encourages you to express your opinions to family and friends. Start a discussion
with them face to face, via text, chat, or whatever means available and comfortable to you.
It’s always great to share your ideas and hear more points of view ☺
a. How can my learning today help me become confident and effective in speaking?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
“Successful people ask better questions, as a result they get better answers” Effective
questioning give us the opportunity to learn and build relationships with our family,
friends and coworkers. We ask questions all the time to understand other people better.
We do it to clarify what they have said and to deepen our thoughts. This activity will help
you understand why effective questioning is an important communication skill. Let’s find
out how you use effective questions when meeting someone for the first time.
List three to four questions you’d ask when you meet someone for the first time and
want to get to know them better.
1.
2.
3.
4.
Ask a family member or friend to introduce you to someone you don’t know so you can
practice asking the questions and listening to their answers. You can do this in whatever
way you like - face to face, via text, chat, or any other means available. Your new
acquaintance should ask you questions too.
Reflect on the experience using the questions below.
a. Are you confident asking questions?
b. What things did you take into consideration before asking questions?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
d. Did you ask open-ended questions? (Questions that can’t be answered with a simple
yes or no.)
g. Did you or your partner ask questions for clarification when you did not understand
something?
Remember that effective questioning will give you an opportunity to open conversation,
elicit process and analyze your own thinking.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Read the following scenario and answer the questions that follow. 2
1. Describe what happened to Rosa and why she ended up in this situation.
2
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
3. If you were Rosa, what questions could you have asked the supervisor to seek
clarification?
4. If you were the supervisor, what questions could you have asked Rosa to make sure
she understood her tasks?
5. Have you ever felt nervous to ask questions when you did not understand
something? Describe the situation, what happened and what you learned from the
experience.
Remember – it is always important to ask questions to seek clarification when you do not
understand an instruction or something someone has said! When giving instructions to
another person, ask them to repeat what you have said to check for their understanding.
Sharing is caring
Keep up the good work! Inspire your family and friends too by sharing your learnings and
reflections on this activity. Ask them to think about their own experiences as an employee
and/or an employer. Were there times when they felt asking questions was beneficial to
them and their work? Did they use certain questioning strategies that were useful?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
Nowadays, there are many different ways of communicating information and instructions
beyond face to face interactions. You may choose to write an email, send an instant
message, a text message, make a phone call, or write a formal letter. You may receive
information or instructions in these ways too. This activity will help you understand the
different types of communication used in the workplace so you can choose the right form
depending on your needs.
Write down some examples of each of the 3 main ways of communicating at work:
1) Verbal: ____________________________________________________
2) Written: ___________________________________________________
3) Electronic: _________________________________________________
Three Forms of Workplace Communication: Look at the table below and decide
whether each form of communication is verbal, written and/or electronic. Place a check
on your answer. There may be more than one answer.
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Select what you think are the top 10 most used forms of communication at work and
give an example of when you may choose to use it in the workplace.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Imagine the results for the following scenarios. Write down adjectives to describe the reactions
of your colleagues. Then describe a different way to communicate the message which may be
more effective.
3
Adapted from Ford Partnership for Advanced Studies, Media and Messages: Building a Foundation of
Communication Skills. (2005). Three Forms of Workplace Communication.
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Instructions: For each type of communication, there are 2 examples of how and when to use
that form of communication. Write 3 more examples for each form.
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Objectives:
✓ Identify issues, problems and bottlenecks that hinders the flow of communication
Think about yourself and Identify some barriers to communication that you might have
already experienced. Table below shows some behaviors you possibly have experienced
while having a conversation with your family and friends, in the classroom, home and
workplace. For each behavior, check (✔) always if you always experience the
behavior, check (✔) usually if you usually experience it, check (✔) often if you
occasionally experience it, and check (✔) never if you never experience it.
Be honest and true to yourself. This is not a test, the purpose of this activity is to help
you be aware of some communication barriers. Remember in our previous activities we
identified the important skills and strategies of effective communication. In addition,
we need to be aware of the barriers to effective communication and how to overcome
them.
Never: Congratulations! You are doing very well and overcoming communication
barriers.
Often: You’re doing well and almost there. You need to be more aware and observe
communication barriers you experience.
Usually: Give it a little more effort to avoid communication barriers.
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Key Facts 1.5: Issues and Bottlenecks that Affect the Flow of
Communications
✓ Physical barriers (e.g. distance, noise, distortion, internet connection)
✓ Language barrier, jargon (e.g. if one does not understand a certain language or
dialect; using words particular to a group or profession not understood by all)
✓ Misunderstanding or confusion
✓ Emotional barriers (anger, sadness, feeling upset, etc. that may affect one’s focus
and distract them)
There are a lot of communication barriers that we need to be aware of and understand where
the communication breakdown occurs. Why Interpersonal communication fails is not just about
speaking, listening and questioning but also identifying issues, problems and bottlenecks that
hinder the flow of communication. Some messages may not be received exactly in the way the
sender intended. Thus, a skilled communicator needs feedback to check if the message was
clearly understood.
Coping and dealing with these barriers is essential to ensuring effective communication. Through
awareness and practice, you will be able to improve your personal and professional
relationships.
Below are some of the strategies that can be used to overcome communication barriers.
By yourself or with a family member, familiarize yourself by identifying the right word with the
correct definition on the spaces provided in every sentence.
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Be a responsible Respect
digital citizen
1. This can be positive or negative, can help the speaker check for understanding and give the
opportunity for the listener to make suggestions. _____________________
2. This is a way to show respect, interest and recognition without saying a word.
_____________________
3. We show our feelings and emotions through gestures, facial expression and postures.
_____________________
4. Accepting others’ opinions and feelings, even when they may seem different from your own.
_____________________
5. Giving full attention to the speaker and displaying your interest in what is being.
_____________________
6. Avoid complex explanations when talking to someone. _____________________
7. Not making assumptions instantly and having the courage to ask questions and express your
feelings while trying to understand the speaker’s point of view. _____________________
8. Involves asking questions or reiterating what the speaker has said to make sure you have
understood correctly. _____________________
9. This involves wait for your turn and perhaps writing down your thoughts to share when it is
the designated time for questions and answers. _____________________
10. Interacting in an appropriate way online such as through social media and keeping yourself
safe online are examples of this. _____________________
Check your answers before proceeding to the next activity! The answers are found at the end
of the module.
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Communication barriers can be a challenge especially if you are surrounded by people with diverse
cultures, perceptions and backgrounds. As a practice, it is good to continuously assess your
communication skills and to identify and address the barriers that are getting in your way. You can
use the assessment you did at the beginning of this activity and also reflect on your listening and
speaking skills.
Also, observe the communication styles of at least 3 people around you– a family member, a
community leader, friends, a teacher, etc. or watch a video on YouTube and other social media of
a person delivering a speech. How do they deliver their speech, respond to gestures and check in
with their listeners? What can you learn from them?
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Sharing is caring
Share what you have learned in this activity with family and friends. What has been their
experience with these different communication barriers? Are there other types of barriers they
have faced in their personal or professional lives?
Remember, sometimes difficult situations in life can be resolved by just “sitting down and
talking it out”. Whether you are a leader, a team member, a speaker or a listener, the ability
to interact and understand others is the key to building good relationships and succeeding in
reaching your goals.
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Congratulations! Now that you know how to listen actively, speak clearly and respond to
workplace communication, the next step is to follow workplace duties following written
notices.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Performance Criteria:
2.1 Written notices and instructions are read and interpreted correctly in
accordance with organizational guidelines
2.2 Routine written instructions are followed in sequence
2.3 Feedback is given to workplace supervisor based on the instructions/
information received
Organizational Policies and Guidelines guide employees what to do and not what to do.
Following written instructions in the workplace is necessary for the success of the
business.
Whether it is a written policy or not, businesses depend on good customer care for their
success.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
Think about activities in your life that have required following certain rules and
regulations or policies and guidelines. It could have been at school, at work or in your
community.
2. What happened if you or other people did not follow those rules?
3. In your opinion, are rules and regulations or policies and guidelines necessary? Why
or why not?
Read the following scenarios and answer the questions. Imagine yourself as the
service provider or supervisor. How you will handle the situations?
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You are a service crew cashier in a coffee shop. A customer is keen on your bestselling
coffee product and wants to know when it will be back in stock. You think if you simply
say “I have no idea”, or “Try to look for it in the other branch”, she might be
disappointed. The customer added that if the product is not available, she will dismiss
her monthly subscription in your shop and ask for a refund. Unfortunately, the
subscription is non-refundable based on your store policy. Upon checking the
subscription policy, you discover that she signed a form which states that your coffee
shop will not provide a refund for cancelled subscriptions. How do you think you should
respond to customer? Please provide your answer in the space below.
Scenario #2:
Mary has been in the company for long time. She has performed her duties well and
has had no past performance issues. Lately, however, you (her supervisor) have
observed that she has been missing work frequently. She does not always give prior
notice and has already used up her leave time. Because of her frequent absences, she
has not been able to meet work deadlines. Your manager has begun to notice that
your department is behind schedule. You realize, as Mary’s supervisor, you need to
address the situation. What will be your approach in handling the situation? Please
provide your answer on the space below.
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Reflect on the two scenarios above. What did you consider when deciding to handle the
situations, first as the coffee shop employee and then in the second scenario as the
supervisor? Have you ever experienced similar situations? Would you find these types of
situations easy or difficult to handle? Why?
While there is no single way to handle the situations above, check the possible answers at
the end of the module.
Dealing with these types of situations can be very uncomfortable, especially if you are
new in your position! Always seek the help of a coworker or supervisor if you find yourself
in a situation where you do not know what to do. Being aware of and following your
organization’s or business’ policies and guidelines will help you do your job effectively and
make handling scenarios like the ones above less stressful.
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If there were no policies and guidelines to follow, there would be confusion for both
employers and employees. Misunderstanding would be much more likely to happen both
between those working in the organization and between customers and the employees.
Policies and guidelines help to keep things running smoothly and to build better
relationships with customers, resulting in the overall success and growth of the company.
✓ Allows the employees to clearly understand their roles and responsibilities within the
organization.
✓ Helps employees understand the organizational culture and if they are meeting the
organization’s expectations.
✓ Helps employees stay on track and work based on the expected standards.
✓ Helps to support and explain the values, vision, strategies, and steps needed for an
organization to succeed.
✓ Helps employers manage staff more effectively based on what is acceptable or not.
✓ Provides clarity on when and how to discipline inappropriate behavior, give warnings or
terminate contracts.
Think back to the first part of this activity where you thought about times you have had to
follow rules or policies in your own life – in your home, your community, the classroom or
workplace. For each of these different situations, list some rules that you have needed to
follow.
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Rules, regulations, policies and guidelines are everywhere! They play a very important part in
our lives, and are meant to make our lives better, happier and lead us to success. When we
don’t follow rules, there are consequences so it is important to understand what the rules are
and how to best be able to follow them.
Sharing is caring
Good work! Share your thoughts and work with family and friends to get feedback and hear
their opinions and experiences in following rules, policies and guidelines in their own lives.
Note down important points that you think will help you in your personal and professional
life.
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Objectives:
Ask a family member or friend to volunteer as your partner to perform the garment store
scenario below:
Customer: I bought this jacket yesterday but want to return it. It has many flaws –
loose buttons and a tear in the lining.
Sales Clerk: What? All of our clothing items are high quality so I find it hard to believe
that there were such flaws in the jacket you bought.
Customer: I bought it in a hurry yesterday so I did not notice the flaws.
Sales Clerk: Are you sure you didn’t go out on the town last night and damage it?
Customer: Ah, how can you say that? I am insulted. I demand my money back.
Sales Clerk: Well you can’t have your money back until I talk to my manager.
The customer storms out of the shop and the sales clerk continues with
her work as if nothing happened.
The Management of the garment store issued a written company instruction on “Return Items”
for its sales attendants following several customer complaints received by the store in the last
few days. The store supervisor read the new instructions to the sales attendants in their regular
early morning meeting just minutes before the store opens.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
In view of repeated negative feedback from customers received by this office on our
employees’ treatment of their complaints, you are hereby directed to treat the customer-
complainant with respect and politely require them to present valid receipts before returned
items are accepted and replaced. To help you display the proper conduct in handling customer
complaints, please read and observe the following tips in the attached handout, Key Facts 1.7.
Providing exceptional customer service at all times is critical to the store’s success.
In handling returns, please adhere to the following steps in the order they are
presented:
1. Greet customer with a smile.
2. Ask how you can be of assistance.
3. Find out the reason why the customer is returning the item.
4. Apologize for any flaws and explain how you will handle it.
5. Ask customer for receipt.
6. Provide money or credit for the return.
7. Record the transaction in the record book.
To provide guidance and ensure compliance, we also ask you to report any customer
complaints and its resolution to the undersigned.
Signed,
M.H. Francisco
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D. Customer Perceptions
Perception is how we see, hear or understand a situation. No two people see a situation
exactly the same! A customer does NOT always think the way you do. S/he may therefore not
see a situation the way you do. Always check to see what the customer is thinking. Never
make assumptions!
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Several hours after the meeting, a woman who bought a jacket a few days ago came to
the store. She wants to return the jacket because there is a tear in the lining and some of
the buttons are very loose…
Sales Clerk:
Customer:
Sales Clerk:
Customer:
Sales Clerk:
Customer:
Sales Clerk:
Customer:
Next actions:
This section encourages you to express your opinions to family and friends about following
written notices in the workplace. With the same persons you engaged in the role play above,
debrief the role play and exchange ideas on the importance of instructions / written notices
in the workplace. ☺
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Use the following questions to guide your discussion. Take notes of any key points.
1. What were the differences between the first and second role plays?
2. Share and list experiences from your own lives when instructions were followed or
not followed and what happened as a result.
4. What benefits can an employer or business have if workers follow written notices or
instructions?
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Sharing is caring
With your list/notes of friends’ responses and inputs gathered in the previous activity (Think
About It discussion), share them with another family member and friend. This time, select a
family member or friend who is working as a small store owner, a sales attendant,
waitress/waiter or have worked in any businesses in your community. You have reflected on
this so now it is time to tell others about what you know about providing exceptional
customer service and following instructions. Do it face to face, via text, chat, or whatever
means available and comfortable to you. It’s always great to share your thoughts and hear
feedback from people who care ☺.
Add any informative ideas you learn from the questions in the “THINK ABOUT IT” activity
and thank them for their feedback and suggestions.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
At the end of the activity, you will be able to:
In this course you will do work exposure activities. These activities are designed to help
us understand the workplace environment better, achieve our goals and develop our
work readiness skills. We will go to workplaces and look and see instead of just talking to
people from our homes. We will start to meet people and get information that will help
us refine our goals determine and our next steps.
All of these activities can be incorporated into your Steps for Achieving your Goals plan
and your biodata found in Module 4: Lifelong Learning and Career Development.
A workplace is a place with customers. They are of all sizes and of any sector. There are
government offices and other services that you may not even think much about. A
workplace can be an informal livelihood like a sari-sari store or a fisherman who has his
own boat and sells his fish to a cannery. Workplaces include places run by the
government such as schools and utility companies that provide water and electricity.
Workplaces are businesses of all sizes, ranging from local businesses to large national
and international brands with well-known names.
We can learn about workplaces and workplace behaviors in any of these places.
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Think about workplace observation. How can we learn about communication during an
observation?
A Workplace Observation is when you go to “look and see” at a workplace for a short
time, 20 – 40 minutes.
The aim is to see different jobs and work environments, different forms of
communication, and customer service behaviors.
Observations in public spaces. You can do this on your way home at a public space such
as a café, bank, hospital, construction site or store. These locations should not require
you to ask for permission.
Asking permission. You can also conduct an observation after asking for permission.
This approach will be needed at places that require access into a workplace, where you
can stand out of the way in a space that does not require safety clothing. Examples of
these situations include a car repair workshop, panel beating workshop, or inside a
restaurant kitchen.
You will complete two workplace observations. If there are safety restrictions, choose
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workplaces that you can observe from a safe distance outside. Do an observation when you are
tending to your daily needs such as grocery shopping or going to the pharmacy. Observe for 10 –
20 minutes.
Complete the form for each observation to the best of your ability. You may not be able to answer
every single question. Take notes as you can and then answer the questions on communication
that follow the table when you are back home.
Observation #1 Observation #2
Date: Date:
Information about the
business:
1. What is the name of the
business?
2. What type of business is
it?
3. What products or
services does the
business offer?
Following instruction:
7. Describe any worker
following instructions or
orders you saw.
8. Describe any worker NOT
following instruction or
orders you saw.
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Observation #1 Observation #2
Date: Date:
Main Equipment Observed:
9. List and explain some of
the main equipment you
saw. Include anything
used with customers such
as cash registers, credit
card machines, etc.
Dress Code:
10. What do you notice
about how the workers
are dressed?
Possible Work Experience
Opportunities:
11. Do you think there might
be work experience or
internship opportunities
here? Why?
Manager or Supervisor’s
Name:
12. List here if you were able
to get this information.
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Describe how you saw workers following instructions given by their supervisors.
Describe any situations where you saw that workers were NOT following instructions.
The Performance Criteria Checklist is an opportunity for you to assess your learning
outcomes in the session and know how well you did in doing the activities in this
session. You will speak to your facilitator to:
1. Share your experiences in completing the session
2. Discuss your development and progress towards the intended skills
3. Plan how you will move forward to continue making progress in the module
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Use this space to complete any of the written assignments above or write any
thoughts or ideas that have come to mind on following instructions in the
workplace.
Congratulations! Now that you know the importance of following verbal and written
instructions in the workplace, let’s review all the communication skills learned in the
module.
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Objectives:
Reflect on what you have learned from Module 1. Jot down your answers to the
questions below in the spaces provided.
Weakness: Share 2 weaknesses that you think you have in communication that you
can improve in the future.
1.
2.
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Engage your family members in debate! Follow these set of instructions carefully.
1. Select at least 2 family members to join your debate activity as there are three main
roles:
• Speaker 1: affirmative stand
• Speaker 2: opposition stand
• Facilitator
2. Take the role of one speaker. It does not matter if it is the affirmative or opposition
stand.
3. Below are some suggestions of topics for debate, but you may come up with your own.
Choose a topic that is relevant to your family’s concerns.
4. Below are the main mechanics of the debate which your family should observe.
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Rubric: Put a check on the column that shows your rating for the trainee’s performance based
on the statements.
Statement 1 2 3 4
The learner was able to… Beginning Developing Mostly Accomplished
Accomplished
1. Use appropriate body
language to show s/he was
listening (eye contact, sit
upright, nod head, etc.)
2. Listen to the speaker
without interrupting
3. Avoid being distracted
when listening to speaker
4. Ask questions for
clarification when s/he did
not understand something
5. Be clear, concise and to the
point when speaking
6. Be polite, friendly and
respectful when speaking
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Statement 1 2 3 4
The learner was able to… Beginning Developing Mostly Accomplished
Accomplished
7. Use examples to get to the
point
8. Speak with confidence but
not arrogance
9. Check the mood, attitudes
and reactions of others and
adjusts accordingly
10. Be aware of own body
language and that of others
while speaking
Sharing is caring
How do you feel after the debate? How do your family members feel? Ask them for their
thoughts and then answer the questions below. Share this also with your facilitator or
trainer for his/her feedback on your learnings.
1. In what ways did this debate relate to what you learned in this Module on
Communication?
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2. What good communication skills did you see displayed in this debate? Give
examples.
3. What communication skills were not observable, but you think could help in a
debate or similar dialogue?
Now that you have reached the end of the module, let us see if you are able to develop the
necessary skills for Receiving and Responding to Workplace Communication. Conduct a self-
assessment and answer the table below.
Statements on my experience, knowledge, skills and abilities / Encircle Yes or No if you have shown or
Mga pahayag tungkol sa aking kaalaman, kasanayan at can do the statement.
kakayahan
Bilugan ang Oo o Hindi kung naipakita o
I can… / Kaya ko nang… nagawa mo na ang mga pahayag.
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Statements on my experience, knowledge, skills and abilities / Encircle Yes or No if you have shown or
Mga pahayag tungkol sa aking kaalaman, kasanayan at can do the statement.
kakayahan
Bilugan ang Oo o Hindi kung naipakita o
I can… / Kaya ko nang… nagawa mo na ang mga pahayag.
Identify effective speaking skills and strategies. Speak clearly and Yes No
effectively in front of individuals or groups. / Oo Hindi
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Statements on my experience, knowledge, skills and abilities / Encircle Yes or No if you have shown or
Mga pahayag tungkol sa aking kaalaman, kasanayan at can do the statement.
kakayahan
Bilugan ang Oo o Hindi kung naipakita o
I can… / Kaya ko nang… nagawa mo na ang mga pahayag.
Look at your answers, were there boxes where you circled No? If there are, go back to the
activities in the module that will help you gain the skill identified in the statement. You can also
reach out to your facilitator/trainer to provide you with guidance on what activities you can do
in order to master the skill.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Objectives:
✓ Correctly answer the questions pertaining to the concepts discussed in the module
End-of-Module Assessment
Structure of the Assessment: It has a total of 10 questions. Some questions are multiple choice
and some questions are true or false. You should choose only ONE answer for each question.
Once you have finished answering the questions, review the answers found at the end and
note down any questions to ask your instructor.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
English Tagalog
1. When you are discussing an issue at work 1. Kapag may tinatalakay kang usapin sa
with a co-worker and she or he is saying isang katrabaho at hindi ka sumasang-
something that you do not agree with, ayon sa sinasabi niya, dapat:
you:
a. Singitan mo ang katrabaho mo
a. Interrupt your co-worker to let him para ipaalam sa kaniyang hindi
or her know you disagree ka sumasang-ayon
b. Shake your head in disagreement b. Umiling ka para ipaalam sa
to let your co-worker know how katrabaho ang iyong damdamin
you feel c. Subuking mag-isip tungkol sa
c. Try to think about something else ibang bagay hanggang sa tumigil
until your co-worker stops talking magsalita ang iyong katrabaho
d. Be aware of your own feelings but d. Alam mo kung ano ang
listen to what your co-worker has damdamin mo, pero makikinig sa
to say before responding sinasabi ng iyong katrabaho
e. All of the above bago ka magsalita
e. Lahat ng nabanggit
a. True a. Tama
b. False b. Mali
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
English Tagalog
3. When speaking to a group of people, it is 3. Kapag nagsasalita sa isang grupo ng
important to: tao, mahalagang:
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
English Tagalog
6. Someone who works well in a 6. Ang isang taong mahusay
team___________. makipagtrabaho sa loob ng isang grupo
ay ___________.
a. Interrupts only when offering new
ideas a. Sumisingit lang sa usapan kung
b. Pays attention only to those who magbibigay ng mga bagong idea
have the same opinions b. Nakikinig lamang sa mga may
c. Provides inputs and seeks the ideas kaparehong opinyon
of others in the group c. Nagbibigay ng opinyon at
humihingi ng mga idea ng iba sa
d. Creates conflict to make the
grupo
discussion interesting
d. Lumilikha ng di-pagkakasundo
e. All of the above para maging interesante ang
talakayan
e. Lahat ng nabanggit
8. Which of the following is NOT an effective 8. Alin sa sumusunod ang hindi mabisang
questioning skill or strategy? diskarte sa pagtatanong?
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
English Tagalog
9. Communication barriers can be a challenge 9. Kapag nakikipag-usap sa isang mapilit
especially if you are surrounded by people na customer
with diverse culture, perceptions and a. Huwag pansinin
backgrounds b. Manatiling kalmado
c. Sabihan siyang hindi mo na siya
a. True kauusapin
b. False d. Pakiusapan siyang umalis
e. Sigawan siya para makita niya
kung saan ka nanggagaling
10. Wrong tone of voice or facial expression 10. Maling tono ng boses o ekspresyon ng
cannot affect the flow of communication mukha ay HINDI nakakaapekto sa daloy
ng komunikasyon
a. True a. Tama
b. False b. Mali
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Key to Correction
Activity 4 – Let’s Exercise
1
I need to use positive and constructive words.
2
I always check the mood and attitudes of my listeners.
I should always be respectful when I speak to elders, but not so much when I
3 speak to those of a younger age.
4
Honesty is one of the strategies to become an effective speaker.
5
Body language must be observed when speaking.
6
I will speak fast so I can finish early on so I can entertain more questions.
7
I should be clear, brief and direct to the point when speaking.
8
I should know what I want to say in advance and prepare when possible.
9
I will avoid arrogance and maintain confidence when speaking.
10
I will try to avoid respect when I need to give direct messages.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
• Tell the customer you will check with your supervisor and get back to her.
• Recommend alternative products the customer can use while waiting for the
product to come in. Let her try a sample if that is possible.
• Gently remind the customer of the no refund policy she signed and agreed to. It
may also help if you respectfully explain under what conditions one can stop a
subscription or ask for a refund for items or services
Note: Your answer will always be based on the policy she signed, but regardless of
the situation, make sure you interact with the customer politely.
Scenario #2:
• Before the situation got out of hand, the supervisor should have reminded Mary
about the organization’s policies on sick time, taking leave, tardiness and
performing one’s duties.
• The supervisor should have recorded the absences and tardiness as per the policy
of the organization.
• The supervisor should have talked to Mary face to face, by email or text to find out
what was happening. There could have been a valid reason Mary was not able to
attend work or perform her duties such as personal health issue or a family
emergency. The supervisor could then have helped identify ways for Mary to get
support if needed and they could have come up with a plan regarding her work
hours and performance expectations (aligned with the organization’s policies).
• Open communication is key! The supervisor and Mary have the responsibility to
communicate with each other.
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Customer: Yes. I didn’t notice when I bought it, but there are few problems. First, it has
a tear in the lining, and some of the buttons are very loose. This one came off.
Sales Clerk: I understand. I am not sure how this made it to the store as normally we
have very strict quality checks. I am so sorry. Do you have the receipt?
Customer: Yes, I do. (gives the receipt to the clerk)
Sales Clerk: Thank you, please have a seat while I record this returned item and process
the refund.
Customer: Thank you for handling my concerns and for the nice attention.
Sales Clerk: Here is your refund Ma’am and a 25% discount coupon for your next
purchase. Do you have any more concerns or questions I can help you
with today?
Customer: No more, thanks again! I will definitely come back and encourage my friends
to buy their clothes here too. I really appreciate your courteous approach.
Next actions: The sales clerk then reported the complaint to the general
manager verbally and described how it was resolved.
End-of-Module Assessment
1. D. Be aware of your own feelings but listen to what your co-worker has to say before
responding
2. A. True
3. E. All of the above
4. C. Ask your supervisor to repeat the instructions so you are clear on what you need to
do
5. A. True
6. C. Provides inputs and seeks the ideas of others in the group
7. A. True
8. E. Ask questions that is difficult to understand
9. A. - True
10. D - False
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
Rubric: Put a check on the column that shows your rating for the trainee’s performance based
on the statements.
Statement 1 2 3 4
The learner was able to… Beginning Developing Mostly Accomplished
Accomplished
1. Use appropriate body language to
show s/he was listening (eye contact,
sit upright, nod head, etc.)
2. Listen to the speaker without
interrupting
3. Avoid being distracted when listening
to speaker
4. Ask questions for clarification when
s/he did not understand something
5. Be clear, concise and to the point
when speaking
6. Be polite, friendly and respectful
when speaking
7. Use examples to get to the point
8. Speak with confidence but not
arrogance
9. Check the mood, attitudes and
reactions of others and adjusts
accordingly
10. Be aware of own body language and
that of others while speaking
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Module 1: Receiving and Responding to Workplace Communication (NC I) Learner’s Handbook
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