Unit of competence: -

Receive and Respond work

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Module Title: - receiving and responding to work place
communication
LO1. Follow routine spoken messages
Introduction to work place communication
What is Communication?
Communication:- is an active process in which information
(including, Ideas, specifications, goals, feelings, work orders
and soon) is exchanged among two or more people
Communication:- is any verbal or non-verbal behavior
which gives people an opportunity to send their thoughts
and feelings and to have this thoughts and feelings received
by someone else.
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 If communication break down too often the
consequences can often be quite serious. So it is
important that you:-
Develop effective communication skills, and
Become familiar with the communication policies and
procedures in our organization

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 Work place communication
…
One of the key foundations of any successful workplace is being able to communicate
effectively. It can help people receive and share information better, Defined and
understand, and even avoid a negative effects of conflict and confusion .
Studies also shows that good communication can build rapport, enhance relationship,
promote self-confidence and have a positive overall affect on the working
environment. Communication Basics
With a little effort and attention, you can learn how to relay and reinforce the
importance of what you want to say, and encourage productive feedback from others
Below are a few tips to start you o the way to clear and effective communication.
Check your Body language: -
 Focused on the tone of your voice : if we are a good communicator we should contact
anywhere by natural tone.
Avoid fidgeting when you speak:- reduce impact of your message
Show interest: - first we must be interested to make a good communication, if not we
can’t get a right message and not listening to other.
Actively listen: - a good communicator is a good listener. Unless a person listens to
what is being said, no communication takes place.

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In the workplace effective Listening helps you to:-
Understand instructions clearly
Learn from others
Convey clear messages
Promote good listening in others(if you are listening to others, they
will be prepared to listen to you)
Offer ideas and take part in discussions
Cooperate with others and suggestion of others
Respond In an appropriate manner
Organizational guidelines
 Basically, an organization in its simplest is a person or group of
people internationally organized to accomplish an overall, common
goal or set of goals. Business organizations can range in size from
one person to tens of thousands.
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are several important aspects to consider about the goal of the business
organization. Vision
Member of the organization often have the some image in their minds about how
the organization should be working, how it should appear when things are going
well.
Mission
An organization operates according to an overall purpose, or mission.
Values
An organization operates according to overall values, or priorities in the nature of
how they carry out their activities. These values are the personality, or culture of
the organization.
Strategic goals
An organizational member often works to achieve several overall
accomplishments or goals as they work toward their mission.
System and processes that (hopefully) are aligned with achieving the goals
Organizations have major subsystems, such as departments, programs, division,
teams etc. each of these subsystems has a way of doing things to, along with other
subsystems; achieve the overall goals of the organization.
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Information documentation
Documentation is a term with any meaning, the most
common of which are
A set of documents provided on paper, or online, or on
digital or analog media, such as audio tape or CD’s.
Documentation may include:-
Written information for any read, projection or
technical performing.
Data media of any format and for any reproduction.
Other content.
Common types of documentation include user guide,
white paper, on line help, and quick-reference guide.
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General company policies and procedures
Company policies and procedures present guidelines to employees and management. Whenever
questions arise concerning conduct or operations. Policy is in place to direct behaviors and solves
ethical questions.
 Organizational manual
The organizational manual has been designed to aid in the effective and efficient functioning
of stuff and ministry groups.
Service manual (SM)
A service information manual consists of information necessary to maintain product in good
working order.
This includes, but is not limited to:-
Safety information
Hydraulic fluid clean lines requirements and recommendations.
Installation and start up procedures
Scheduled maintenance requirements
Troubleshooting information
Minor repair procedures

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 Ethical work practices in handling communications
 Effective communications
 At any work place where peoples are able to communicate clearly tends to be a more efficient
working environment.
 Effective communication lead to :-
 Clear instructions so people know exactly what they are expected to do and do it properly.
 People feeling involved because they are well informed
 Higher morale & job satisfaction
 People working well as a team.
 Time and effort saved as people clear on what to do
 To communicate with people effectively you need to:-
 Make sure it is not too noise to hear what is being said
 Sit or stand so that you directly face the person who you are talking or listening
 Maintain eye contact
 Use polite opening and closing greetings
 Speak clearly and at a medium space
 speak in an open and neutral tone
 Keep the message simple
 Be patient
 Show interest
 Use the word that the people you are talking to can understand
 Listen carefully to the conversation so that you get the right message

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 You need to communicate with people at work for several
reasons for example:-
 Take apart in friendly conversation
 Assist customers

 Receive and pass an information and instruction

 Discuss problems

 Ask for information or ask question

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 The communication process
 The basic components of communication process include:-
 Source: - a source is the originator of a message which could be a single
person, a group of people or even an institution.
 Message: - is the stimulus which the source or the sender transits to the
receiver the message may be verbal/in word/non verbal.
 Channel: - is the medium by which the message is conveyed from the
source to the receiver.
 Receiver: - is one who decodes (interprets) the message it is the
destination of the information/message.
 Encoding: - it is transmitting mental perception in to code.
 Decoding: - involves translating the message by the receiver in a way
those people understand it.
 Feedback: - feedback in communication is the response, verbal or non-
verbal, to a message received. It is the message that the receiver sends
back the person who initiated the communication, a message that
reflects his understanding of the original message. It closes the
communication loop.

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Recording and storing information
 Record and store information using accepted
formats, systems and procedures – your
organization may have developed formal procedures
and systems for storing different types of information,
both paper based and computer

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Lo2, Perform workplace duties following written notices
 
Reading &interpreting written notices and instructions
Internal memos
An inter- office memo also called memorandum or internal
letter, is written communication between employees and/or
employer within the some company.
 A memo should include:-
The main topic of discussion
A brief summary (background information, etc)
May include graphics
Explain what information you are looking for and why
Conclusion, i.e. asking for a task to be completed
If appropriate, reference any attachments

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•External communication
Is informal exchange of information the exchange of information and
messages between an organization and other organizations, groups or
individuals outside its formal structure.
External communication:- covers how a provider interacts with those
outside their own organization.
What is Electronic Mail
“Electronic mail”, better known as email, is one of the most widely used forms
of communication today
 Electronics mail, or e-mail (and mail) for short, is one of the most popular
use of the internet.
What is Electronic Mail
“Electronic mail”, better known as email, is one of the most widely used forms
of communication today
 Electronics mail, or e-mail (and mail) for short, is one of the most popular
use of the internet

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Ethical Standards

 Ethics Defined as Principles, values, and beliefs

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4. Privacy and confidentiality
5. Advertising and other public health statements
6. Record keeping and fees
7. Education and training
8. Research and publication
9.Assessment
10. Therapy

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
What is a Briefing Note?

A briefing note could provide good news, bad news or understanding of an issue. It could advise the reader to
make a decision that will guide your actions. it could advice the reader to sign a document.

General correspondence

General correspondence means in coming or outgoing correspondence other than special mail. General
correspondence includes packages sent through the mail.

Marketing materials for small business are

logo

business cards

website

brochure

company clothing

E-mail signature

Packets for specialized needs

Promotion (marketing)
Promotion is one of the market mix elements. The specification of five promotional mix or promotional plan.

These are:-

To present information to consumers as well as others.

To increase demand

To differentiate a product

There are different ways to promote a product in different areas of ,media. Promoters use internet
advertisements, special events, endorsements, and newspapers to advertise their products.


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 • Journal
A daily record of events or business; a private journal is usually
referred to as a diary.
A newspaper or other periodical, in the literal sense of one published
each day.
Many publications issued at stated intervals, such as magazines, or
scholarly journals, academic journals, or the record of the
transactions of a society, are often called journals. Although journal is
sometimes used as a synonyms for “magazine.”
How to follow written instruction
Read all of the written instructions all the way through at least once.
Understand the written instructions. If you have a question re read
the instructions or the part you do not understand.
Comprehend what the instructions tell you to do. Follow the written
instructions. Perform each step of the instructions in the exact order
written
Keep the instructions with you as you follow them

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. 1 How to give constructive feedback on an
employee evaluation
Providing constructive feedback on an employee
evaluation is one of the best gifts a supervisor can give
an employee. Employees depend on supervisors’ foe
guidance and direction in performance improvement.
The supervisor has the responsibility for developing
team members and delivering an outstanding product
or service.

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THANK YOU FOR ATTANTION!!!!!

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