COMPETENCY BASED LEARNING MATERIAL 

Sector : TECHNICAL AND VOCATIONAL EDUCATION AND

TRAINING SECTOR

Qualification Title : TRAINERS METHODOLOGY I

Unit of Competency : Receive and Respond to Workplace Communication

Module Title : Receiving and Responding to Workplace Communication

Technical Education & Skills Development Authority

ASIAN MULTI – SKILLS INSTITUTE
th​
4​ Floor, BJC Bldg. (SMA Trading), 30A Sabayle St., Iligan City

 
 
 
 
 
 
    Date Developed: Document No. DRN-HTRC-0001 
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Date Revised: ASIAN Page​ | 1
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 HOW TO USE THIS COMPETENCY – BASED LEARNING 
MATERIALS 
 
Greetings! 
The  unit  of  competency,  “R​ eceive and Respond to Workplace Communication”​  
is  one  of  the  competencies  of  RIGGING  NC  I,  a  course  that  covers  the  knowledge, 
skills  and  attitudes  required  to  receive,  respond  and  act  on  verbal  and  written 
communication. 
 
The  module,  ​Receive and Respond to Workplace Communication,​   contains 
follow  routine  spoken  messages,  and  1`perform  workplace  duties  following  written 
notices. 
 
In  this  module,  you  are  required  to  go  through  a  series  of  learning activities 
in  order  to  complete  each  learning  outcome.  In  each  learning  outcome,  it  contains 
Information  Sheets,  Self-checks,  ​and  ​Task  Sheets​.  Follow  and  perform  the 
activities  on  your  own.  If  you  have  questions,  do  not  hesitate  to  ask  for  assistance 
from your facilitator. 
Remember to:  
● Read  information  sheets and complete the Self-Checks. Suggested references 
are included to supplement the materials provided in the module. 
● Perform  the  Task  Sheets  and  Job  Sheets  until  you  are  confident  that  your 
outputs  conform  to  the  Performance  Criteria  Checklist  that  follows  the 
sheets. 
● Submit  outputs  of  the  Task  Sheets  and  Job  Sheets  to  your  facilitator  for 
evaluation  and  recording  in  the  ​Accomplishment  Chart.  ​Outputs  shall 
serve  as  your  portfolio  during  the  Institutional  Competency  Evaluation. 
When  you  feel  confident  that  you  have  had  sufficient  practice,  ask  your 
trainer  to  evaluate  you.  The  results  of  your  assessment  will  be  recorded  in 
your ​Progress Chart and Accomplishment Chart. 
You  must  pass  the  Institutional  Competency  Evaluation for this competency before 
moving  to  another  competency.  A  ​Certificate  of  Achievement  ​will  be  awarded 
to you after passing the evaluation.  
You  need  to  complete  this  module  before  you  can  perform  the  next 
competency, ​Work With Others​. 

 
    Date Developed: Document No. DRN-HTRC-0001 
CBLM on RIGGING NC I Issued by:  
Date Revised: ASIAN Page​ | 2
Receive and Respond to
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Workplace Communication
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RIGGING NC I 
COMPETENCY-BASED LEARNING MATERIALS 
 
List of Competencies 
 
No.  Unit of Competency  Module Title  Code 
Receive and Respond  Receiving and 
Responding to 
1.  to Workplace  500311101 
Communication  Workplace 
Communication 
2.  Work with Others  Working with Others  500311102 

3.  Demonstrate
Values 
Work  Demonstrating Work 
Values 
500311103 

4.  Practice Housekeeping  Practicing Housekeeping 

Procedures  Procedures 
500311104 
 
 
 
 
 
 
 
 
 
 
 
    Date Developed: Document No. DRN-HTRC-0001 
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Date Revised: ASIAN Page​ | 3
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MODULE CONTENT 
 
UNIT OF COMPETENCY :  Receive  and  Respond  to  Workplace 
Communication 
MODULE TITLE :  Receiving  and  Responding  to  Workplace 
Communication 
 
MODULE DESCRIPTOR:  
This  unit  covers  the  knowledge,  skills  and  attitudes  required  to  receive, 
respond and act on verbal and written communication. 
 
NOMINAL DURATION: 4 Hours 
 
LEARNING OUTCOMES: 
At the end of this module, you MUST be able to: 
1. Follow routine spoken messages 
2. Perform workplace duties following written notices   
 
ASSESSMENT CRITERIA: 
1. Required information is gathered by listening attentively and correctly 
interpreting or understanding information/ instructions. 
2. Instructions/ information are properly recorded. 
3. Instructions are acted upon immediately in immediately in accordance 
with information received. 
4. Appropriate non-verbal communication is used.  
5. Clarification  is  sought  from  workplace  supervisor  on  all  occasions 
when any instruction/ information is not clear. 
6. Written  notices  and instructions are read and interpreted correctly in 
accordance with organizational guidelines. 
7. Routine written instruction are followed in sequence. 

 
    Date Developed: Document No. DRN-HTRC-0001 
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 8. Feedback  is  given  to  workplace  supervisor  based  on  instructions/ 
information received.  
 
LEARNING OUTCOME # 1 FOLLOW ROUTINE SPOKEN 
MESSAGES 
 
CONTENTS: 
● Knowledge  of  organizational  policies/guidelines  in  regard  to 
processing internal/external information 
● Ethical work practices in handling communications  
● Communication process 
● Conciseness  in  receiving  and  clarifying 
messages/information/communication 
● Accuracy in recording messages/information 
 
ASSESSMENT CRITERIA: 
1. Required information is gathered by listening attentively and correctly 
interpreting or understanding information/instructions. 
2. Instructions/information are properly recorded. 
3. Instructions  are  acted  upon  immediately  in  accordance  with 
information received.  
4. Appropriate non-verbal communication is used. 
5. Clarification  is  sought  from  workplace  supervisor  on  all  occasions 
when any instruction/information is not clear. 
CONDITION: 
The following resources MUST be provided: 
a. Pen 
b. Notepad 
 
ASSESSMENT METHOD: 
1. Demonstration 
2. Observation 
3. Interviews 
4. Questioning 
 
    Date Developed: Document No. DRN-HTRC-0001 
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LEARNING EXPERIENCES 
 
Learning Outcome 1 
FOLLOW ROUTINE SPOKEN MESSAGES 
Learning Activities Special Instructions
Read​ Information Sheet 1.1-1  ● Read  on  Knowledge  of  organizational 
policies/guidelines  in  regard  to 
processing internal/external information 
Answer​ Self-Check 1.1-1  ● Compare Answer with Answer Key 1.1-1 
Read​ Information Sheet 1.1-2  ● Read  on  Ethical  work  practices  in 
handling communications
Answer​ Self-Check 1.1-2  ● Compare answer with Answer Key 1.1-2 
Read​ Information Sheet 1.1-3  ● Read on Communication process
Answer​ Self-Check 1.1-3  ● Compare answer with Answer Key 1.1-3 
Perform ​Task Sheet 1.1-4  ● Perform on Conciseness in receiving and 
clarifying 
messages/information/communication  
● Evaluate performance with Performance 
Criteria Checklist 1.1-4 
   

 
    Date Developed: Document No. DRN-HTRC-0001 
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 INFORMATION SHEET 1.1-1 
KNOWLEDGE OF ORGANIZATIONAL POLICIES/GUIDELINES IN REGARD 
TO PROCESSING INTERNAL/EXTERNAL INFORMATION 
 
Learning Objectives 
After reading this information sheet, you MUST be able to: 
1. Define Internal and External Information 
2. Discuss the Difference Between Internal and External Information 
3. Explain  the  Guidelines  in  Regard  to  Processing  Internal/External 
Information 
 
The  communication  is  said  to  be  internal,  when  the  exchange  of 
information, message, facts, opinions, etc. takes place between the members 
of  the  organization  or  various  units  of  the  organization,  for  business 
purposes. It can occur between individuals, groups, departments or units. It 
can be: 
● Formal  Communication​:  Communication  that  passes  through 
predefined channels is formal communication. 
● Informal  Communication​:  Communication  that  flows  in  all 
directions and that arises out of social and personal needs is informal 
communication. 
Internal  Communication  works  to  establish  and  disseminate  the  objectives 
of  the  undertaking,  developing  plans  for  accomplishment,  organizing  the 
resources in an optimum way. It assists in selecting, training and appraising 
participants  within  the  organization.  It  is  a  business  tool  which  leads  and 
motivates the employees to put their best in the job. 
Internal Communication uses memo, circulars, staff news letter, fax, notice, 
minutes  on  meetings,  video  conferencing,  presentations, seminars, agenda, 
manuals, etc. as a mode of communication. 
On  the  other  hand,  External  Communication  can  be  understood  as  the 
sharing of information between the company and any other person or entity 
from  the  external  environment,  i.e.  customers, suppliers, investors, clients, 
dealers,  society,  government  agencies,  general  public,  etc.  In  general, 
external communication is formal and largely documented. 
External  Communication  determines  the  way  organization  connects  or 
disseminates information to the audiences external to business. These have 
 
    Date Developed: Document No. DRN-HTRC-0001 
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a  great  impact  on  the  minds  of  stakeholders,  as  their  opinion  about  the 
company, brand and its variants largely depends on it. 
It  focuses  on  facilitating  cooperation  with  the  groups  so  as  to  build  and 
maintain  good  public  image  through  relationships.  Advertisements, 
customer’s  feedback  material,  service  calls,  press  releases,  invitations, 
circulars,  price  lists  manuals,  customised  reports,  etc  are  some  of  the 
methods of external communication. 
Most  experts  on  organizations,  management  and  leadership,  assert  that 
effective  communications  is  the  foundation  for  effectiveness  in  any  type  of 
organization.  Some  leaders  misinterpret communications to be the same as 
paperwork  or  bureaucracy  and  so  they're  averse  to  a  high  degree  of 
communications.  As leaders and managers mature, they realize the need to 
effective  convey  and  receive  information,  and  efforts  at  communications 
(internal and external) increase substantially. 
The differences between internal and external communication can be drawn 
clearly on the following grounds: 
1. Internal  Communication  refers  to  the  communication  which  takes 
place among the participants within the business organization. On the 
contrary,  external  communication  is  a  communication  that  occurs 
between  the  organization  and  other  individuals,  groups  or 
organizations. 
2. Internal  communication  can  be  formal  or  informal  but  external 
communication is mostly formal and highly documented. 
3. Internal  communication  aims  at transmission of information between 
various  business  units  and  departments.  Conversely,  external 
communication  focuses  on  maintaining  relationship  or  exchanging 
information with the parties external to the business. 
4. The  participants  of  internal  communication  are  employees  and  the 
company’s  management.  As  against  this,  the  parties  to  external 
communication  include  customers,  shareholders,  investors,  clients, 
general public, suppliers, creditors, etc. 
5. Both  internal  and  external  communication  are  regular  but  the 
frequency  of  internal  communication  is  relatively  higher  than  that  of 
external communication. 
6. Internal  communication  flows  within  the  organization,  whereas  the 
external communication flows in the vast business environment. 
Common Causes of Problems in Internal Communications 
1. ​If I know it, then everyone must know it.  
 
    Date Developed: Document No. DRN-HTRC-0001 
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Perhaps  the  most  common  communications  problem  is  managements' 
(leaders'  and  managers')  assumption  that  because  they  are  aware  of  some 
piece  of  information,  than  everyone  else  is,  too.  Usually  staff  aren't  aware 
unless  management  makes  a  deliberate  attempt  to  carefully  convey 
information. 
2. ​We hate bureaucracy -- we're "lean and mean."  
When  organizations  are  just  getting  started,  their  leaders  can  often  prize 
themselves  on  not  being  burdened  with  what  seems  as  bureaucratic 
overhead,  that  is,  as  extensive  written  policies  and  procedures.  Writing 
something down can be seen as a sign of bureaucracy and to be avoided. As 
the  organization  grows,  it  needs  more  communications  and  feedback  to 
remain healthy, but this communication isn't valued. As a result, increasing 
confusion  ensues  --  unless  management  matures  and  realizes  the need for 
increased, reliable communications.  
3. ​I told everyone, or some people, or ...?  
Another  frequent  problem  is  managements'  not  really  valuing 
communications  or  assuming  that  it  just  happens.  So  they're  not aware of 
what they told to whom -- even when they intended for everyone to know the 
information. 
4. ​Did you hear what I meant for you to hear?  
With  today's  increasingly  diverse  workforce,  it's  easy  to  believe  you've 
conveyed information to someone, but you aren't aware that they interpreted 
you differently than you intended. Unfortunately, you won't be aware of this 
problem until a major problem or issue arises out of the confusion. 
5. ​Our problems are too big to have to listen to each other!  
Particularly  when  personnel are tired or under stress, it's easy to do what's 
urgent  rather  than  what's  important.  So  people  misunderstand  others' 
points  or understand their intentions. This problem usually gets discovered 
too late, too.  
6. ​So what's to talk about?  
Lastly,  communications  problems  can  arise  when  inexperienced 
management  interprets  its  job  to  be  solving  problems  and  if  they're  aren't 
any problems/crises, then there's nothing that needs to be communicated. 
7. ​There's data and there's information.  

 
    Date Developed: Document No. DRN-HTRC-0001 
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As  organizations  grow,  their  management  tends  to  focus  on  matters  of 
efficiency.  They  often  generate  systems that produce substantial amount of 
data -- raw information that doesn't seem to really be important.  
7. ​If I need your opinion, I'll tell it to you.  
Lastly,  communications  problems  can  arise  when management simply sees 
no  value  whatsoever  in  communicating  with  subordinates,  believing 
subordinates should shut up and do their jobs. 
Basic  Structures/Policies  to  Support  Effective  Internal 
Communications 
This  communication  can  be  looked  at  as  communications  downward  and 
upward. 
Downward Communications: 
1.  Ensure  every  employee  receives  a  copy  of  the  strategic  plan,  which 
includes the organization's mission, vision, values statement, strategic goals 
and strategies about how those goals will be reached. 
2.  Ensure  every  employee  receives  an  employee handbook that contains all 
up-to-date personnel policies. 
3.  Develop  a  basic  set  of  procedures  for  how  routine  tasks  are  conducted 
and include them in standard operating manual. 
4.  Ensure  every  employee  has  a  copy  of  their  job  description  and  the 
organization chart.  
5.  Regularly  hold  management  meetings  (at  least  every  two  weeks),  even  if 
there's  nothing  pressing  to  report.  If  you  hold  meetings  only  when  you 
believe  there's  something  to  report,  then  communications  will  occur  only 
when you have something to say -- communications will be one way and the 
organization  will  suffer.  Have  meetings  anyway,  if  only  to  establish  and 
affirm  the  communication  that  things  are  of  a  status  that  there's  not 
immediate problems.  
6.  Hold  full  staff  meetings  every  month  to  report  how  the  organization  is 
doing, major accomplishments, concerns, announcements about staff, etc. 
7. Leaders and managers should have face-to-face contact with employees at 
least once a week. Even if the organization is over 20 employees (large for a 
nonprofit), management should stroll by once in a while. 

 
    Date Developed: Document No. DRN-HTRC-0001 
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8.  Regularly  hold  meetings  to  celebrate major accomplishments. This helps 
employees  perceive  what's  important,  gives  them  a  sense  of  direction  and 
fulfillment, and let's them know that leadership is on top of things. 
9.  Ensure  all  employees  receive yearly performance reviews, including their 
goals  for  the  year,  updated  job  descriptions,  accomplishments,  needs  for 
improvement, and plans to help the employee accomplish the improvements. 
If  the  nonprofit  has  sufficient  resources  (a  realistic  concern),  develop  a 
career plan with the employee, too. 
Upward Communications: 
1.  Ensure  all  employees  give  regular  status  reports  to  their  supervisors. 
Include  a  section  for  what  they  did  last  week,  will  do  next  week  and  any 
actions/issues to address. 
2.  Ensure  all supervisors meet one-on-one at least once a month with their 
employees  to  discuss  how  its'  going,  hear  any  current  concerns  from  the 
employee,  etc.  Even  if  the  meeting  is  chit-chat,  it  cultivates  an  important 
relationship between supervisor and employee. 
3.  Use  management  and  staff  meetings  to  solicit  feedback.  Ask  how  it's 
going. Do a round table approach to hear from each person.  
4. Act on feedback from others. Write it down. Get back to it -- if only to say 
you can't do anything about the reported problem or suggestion, etc. 
5.  Respect  the  "grapevine."  It's  probably  one  of  the  most  prevalent  and 
reliable  forms  of  communications.  Major  "movements"  in  the  organization 
usually  first  appear  when  employees  feel  it  safe  to venture their feelings or 
opinions to peers. 
On  the  other  hand,  external  communications—including  public  and 
community  relations—may  also  be  a  part  of  an  organization's 
communication  strategy.  HR  professionals,  in  conjunction  with  public 
relations professionals and top management, should develop formal policies 
and procedures for dealing with external media. 
   

 
    Date Developed: Document No. DRN-HTRC-0001 
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 SELF- CHECK 1.1-1 
I. IDENTIFICATION 
Directions. ​Identify the correct answer in each statement. 
1. A  type of communication that passes through predefined channels 
is formal communication. 
2. It  works  to  establish  and  disseminate  the  objectives  of  the 
undertaking,  developing  plans  for  accomplishment,  organizing  the 
resources in an optimum way. 
3. Communication  that  flows  in  all  directions  and  that  arises  out  of 
social and personal needs is informal communication. 
4. It refers to the communication which takes place among the
participants within the business organization.
5. It  determines  the  way  organization  connects  or  disseminates 
information to the audiences external to business. 
   

 
    Date Developed: Document No. DRN-HTRC-0001 
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 ANSWER KEY 1.-1 
 
I.  
1. Formal Communication 
2. Internal Communication 
3. Informal Communication 
4. Internal Communication 
5. External Communication 
 

 
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 INFORMATION SHEET 1.1-2 
ETHICAL WORK PRACTICES IN HANDLING COMMUNICATIONS 
 
Learning Objectives 
After reading this information sheet, you MUST be able to: 
1. Define ethical communication. 
2. Discuss the importance of ethical work practices in communications. 
3. Practice the principles of ethical communication 
 
Ethical  communication  is  fundamental  to  thoughtful  decision-making  and 
responsible thinking. It is about developing and nurturing relationships and 
building  communities  within  and  across  contexts,  cultures,  channels  and 
media.  Ethical  communication  is  also  accepting  responsibility  for  the 
messages  you  convey  to  others  and  the  short-term  or  long-term 
consequences  of  your  communication.  Whether  you  are  talking  to  a  close 
friend  or  addressing  the  workforce  in  an  all-staff  meeting,  your  message 
must  be  truthful  and  consistent  with  your  value  system.  Misleading  your 
listeners  and  delivering  a  message  that is clandestine or not truthful is the 
antithesis of ethical communication. 
Furthermore,  ethical  communication  might  extend  to  the  medium  or  even 
the  language  you  choose for delivering your message. Using a medium that 
limits the audience or delivering a message in a language that your audience 
does  not  fully  understand,  limits  how  your  message  is  received  and 
perceived. For example, if you are speaking to an audience of primarily deaf 
or  hearing-impaired  employees,  ethical  communication  requires  having  a 
sign-language interpreter. 
What do ethics have to do with communication? 
How can ethics (the consideration of right and wrong) help us in crafting our 
communications? 
It  is  possible  to  be  an  effective  communicator  and  yet  not  an  ethical 
communicator.  (The  classic  example  is  that  of  charismatic,  but  immoral, 
leader who understands how to persuade his followers with dazzling rhetoric 
that  appeals  to  their  emotions.)  A  common  term  used  in  political  and 
corporate  circles  these  days  about  communication  that  always  attempts  to 

 
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put  the  candidate  or  corporation  in  the  best  light  is  "spin".  But  if  "spin" 
means obfuscating or hiding the truth, then it is not an ethical practice. 
Ethical  communication  expresses  care  and  respect  for  others.  Everyone  in 
your  workplace  deserves  to  be  respected,  regardless  of  the individual’s job, 
socioeconomic  status,  gender,  race,  age,  or  other  characteristics. 
Communicate with others in ways that demonstrate that respect. And, don’t 
tolerate communication from others that degrades individuals and humanity 
through the expression of intolerance and hatred. 
Career  professionals  who  practice  ethical  communication  also  support 
others  as  they  share  information,  opinions,  and  feelings.  Be  a  person  who 
supports  diversity  of  perspective  and  freedom  of  expression  in  your 
workplace.  Believe  wholeheartedly  that  unethical  communication  threatens 
the  well-being  of  others  and  the  integrity  of  all  communication  in  your 
workplace. Be a thoughtful listener and keep an open mind to those around 
you. 
Bad  Mouthing  your  employer  or  colleagues  is  unethical  communication. 
Even  after  work  hours,  you  need  to  be  very  careful  about  what  you  say 
about  your  employer  and  to  whom.  Avoid  negative  communication  about 
your workplace in a public place where your conversation may be overheard. 
The most ethical behavior is to keep your thoughts to yourself or to address 
important  matters  directly  with  the  individuals  involved,  at  appropriate 
times, in an appropriate place, and in appropriate ways. 
Finally,  a  career  professional  who  communicates  ethically  maintains 
confidentiality.  Once you’ve agreed to work in your profession or your place 
of  business,  you’ve  also  agreed  to  abide  by  certain  policies and procedures 
for maintaining confidentiality. Breaching these rules, except with prior and 
appropriate  permission  and  under  very  special  circumstances,  is  unethical 
communication and carries with it severe consequences. You have an ethical 
duty  not  only  to  keep  things  confidential  by  not  sharing  them  wrongfully, 
but  also,  to  safeguard  confidentiality  by  making  sure  you’re  not  overheard 
and by keeping documents from wandering eyes.  Be careful when handling 
confidential documents or computer files to ensure that others without need 
don’t  have  access  to the information. Close doors, keep your voice low, and 
do whatever else you must do to ensure confidentiality. 
Principles of Ethical Communication 
● Advocate  truthfulness,  accuracy,  honesty,  and  reason  as  essential  to 
the integrity of communication. 
 
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 ● Endorse freedom of expression, diversity of perspective, and tolerance 
of  dissent  to  achieve  the  informed  and  responsible  decision  making 
fundamental to a civil society. 
● Strive  to  understand  and  respect  other  communicators  before 
evaluating and responding to their messages. 
● Promote  access  to  communication  resources  and  opportunities  as 
necessary to fulfill human potential and contribute to the well-being of 
families, communities, and society. 
● Promote communication climates of caring and mutual understanding 
that  respect  the  unique  needs  and  characteristics  of  individual 
communicators. 
● Condemn  communication  that  degrades  individuals  and  humanity 
through  distortion,  intimidation,  coercion,  and  violence,  and through 
the expression of intolerance and hatred. 
● Be committed to the courageous expression of personal convictions in 
pursuit of fairness and justice. 
● Advocate  sharing  information,  opinions,  and  feelings  when  facing 
significant choices while also respecting privacy and confidentiality. 
● Accept  responsibility  for  the  short-  and  long-term  consequences  for 
our own communication and expect the same of others. 

SELF- CHECK 1.1-2 

I. TRUE OR FALSE 
Directions. ​Write TRUE if the statement is correct. FALSE if it is wrong. 
1. A  common  term  used  in  political  and  corporate  circles  these 
days  about  communication  that  always  attempts  to  put  the 
candidate or corporation in the best light is "spin." 
2. Bad  mouthing  your  employer  or  colleagues  is  an  ethical 
communication. 
3. One  of  the  principles  of  ethical  communication  is  promote 
communication  that  degrades  individuals  and  humanity 
through  distortion,  intimidation,  coercion,  and  violence,  and 
through the expression of intolerance and hatred. 
4. A  career  professional  who  communicates  ethically  maintains 
confidentiality. 

 
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 5. Believe  wholeheartedly  that  ethical  communication  threatens 
the  well-being  of  others  and  the  integrity  of  all  communication 
in your workplace. 
6. Engage  negative  communication  about  your  workplace  in  a 
public place where your conversation may be overheard. 
7. Support  communication  that  degrades  individuals  and 
humanity  through  distortion,  intimidation,  coercion,  and 
violence, and through the expression of intolerance and hatred. 
8. Be a thoughtful listener and keep an open mind to those around 
you. 
9. Be  careful  when  handling  confidential  documents  or  computer 
files to ensure that others without need don’t have access to the 
information. 
10. Endorse  freedom  of  expression,  diversity  of  perspective, and 
tolerance  of  dissent  to  achieve  the  informed  and  responsible 
decision making fundamental to a civil society. 

   

 
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 ANSWER KEY 1.1-2 
I.   
1. TRUE 
2. FALSE 
3. FALSE 
4. TRUE 
5. FALSE 
6. FALSE 
7. FALSE 
8. TRUE 
9. TRUE 
10. TRUE 
 

INFORMATION SHEET 1.1-3 

COMMUNICATION PROCESS 
 
Learning Objectives 
After reading this information sheet, you MUST be able to: 
1. Define communication. 
2. Discuss the process of communication. 
3. Identify the types of communication. 
 
Communication is simply the act of transferring information from one place, 
person or group to another. 
Every  communication  involves  (at  least)  one  sender,  a  message  and  a 
recipient.  This  may  sound  simple,  but  communication  is  actually  a  very 
complex subject. 
The transmission of the message from sender to recipient can be affected by 
a  huge  range  of  things.  These  include  our emotions, the cultural situation, 
the  medium  used  to  communicate,  considered  so  desirable  by  employers 
around  the  world:  accurate,  effective  and  unambiguous  communication  is 
actually extremely hard. 

 
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As  this  definition  makes  clear,  communication  is  more  than  simply  the 
transmission  of  information.  The  term  requires  an  element  of  success  in 
transmitting  or  imparting  a  message,  whether  information,  ideas,  or 
emotions. 
A  communication  therefore  has  three  parts:  the  sender,  the  message,  and 
the recipient. 
The  sender  ‘encodes’  the  message,  usually  in  a  mixture  of  words  and 
non-verbal  communication.  It  is  transmitted  in  some  way  (for  example,  in 
speech or writing), and the recipient ‘decodes’ it. 
Of  course,  there  may  be  more  than  one  recipient,  and  the  complexity  of 
communication  means  that  each  one  may  receive  a  slightly  different 
message. Two people may read very different things into the choice of words 
and/or body language. It is also possible that neither of them will have quite 
the same understanding as the sender. 
In face-to-face communication, the roles of the sender and recipient are not 
distinct.  The  two  roles  will  pass  back  and  forwards  between  two  people 
talking.  Both  parties  communicate  with  each  other,  even  if  in  very  subtle 
ways such as through eye-contact (or lack of) and general body language. In 
written communication, however, the sender and recipient are more distinct. 
Categories of Communication 
There  are  a  wide  range  of  ways  in  which  we  communicate  and  more  than 
one may be occurring at any given time. 
The different categories of communication include: 
Spoken  or  Verbal  Communication​, which includes face-to-face, telephone, 
radio or television and other media. 
 
Non-Verbal  Communication​,  covering  body  language,  gestures,  how  we 
dress  or  act,  where  we  stand,  and  even  our  scent.  There  are  many  subtle 
ways  that  we  communicate  (perhaps  even  unintentionally)  with others. For 
example,  the tone of voice can give clues to mood or emotional state, whilst 
hand signals or gestures can add to a spoken message. 
 
Written  Communication​,  which  includes  letters,  e-mails,  social  media, 
books,  magazines,  the  Internet  and  other  media.  Until  recent  times,  a 
relatively small number of writers and publishers were very powerful when it 
came  to  communicating  the  written  word.  Today,  we  can  all  write  and 
 
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publish  our  ideas  online,  which  has  led  to an explosion of information and 
communication possibilities. 
 
Visualizations: graphs and charts, maps, logos and other visualizations can 
all communicate messages. 
The  process  of  interpersonal  communication  cannot  be  regarded  as  a 
phenomena  which  simply  'happens'.  Instead,  it  must  be  seen  as  a  process 
that involves participants who negotiate their roles with each other, whether 
consciously or unconsciously. 
A  message  or  communication  is  sent  by  the  sender  through  a 
communication channel to one or more recipients. 
The  sender  must  encode the message (the information being conveyed) into 
a  form that is appropriate to the communication channel, and the recipient 
then decodes the message to understand its meaning and significance. 
Misunderstanding can occur at any stage of the communication process. 
Effective  communication  involves  minimising  potential  misunderstanding 
and  overcoming  any  barriers  to  communication  at  each  stage  in  the 
communication process. 
 
The Communication Process 
A  message  or  communication  is  sent  by  the  sender  through  a 
communication channel to a receiver, or to multiple receivers. 
The  sender  must  encode the message (the information being conveyed) into 
a form that is appropriate to the communication channel, and the receiver(s) 
then decodes the message to understand its meaning and significance. 
Misunderstanding can occur at any stage of the communication process. 
Effective  communication  involves  minimising  potential  misunderstanding 
and  overcoming  any  barriers  to  communication  at  each  stage  in  the 
communication process. 
An  effective  communicator  understands  their  audience,  chooses  an 
appropriate  communication  channel,  hones  their  message  to  this  channel 
and encodes the message to reduce misunderstanding by the receiver(s).  

 
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They  will also seek out feedback from the receiver(s) as to how the message 
is understood and attempt to correct any misunderstanding or confusion as 
soon as possible. 
Receivers  can  use  techniques  such  as  Clarification  and  Reflection  as 
effective  ways  to  ensure  that  the  message  sent  has  been  understood 
correctly. 

 
 
Communication Channels 
Communication  channels  is  the  term  given  to  the  way  in  which  we 
communicate.  It  is therefore the method used to transmit our message to a 
recipient, or to receive a message from someone else. 
There  are  multiple  communication  channels  available  to  us  today.  These 
include face-to-face conversations, telephone calls, text messages, email, the 
Internet  (including  social  media  such  as  Facebook  and  Twitter),  radio  and 
TV, written letters, brochures and reports. 
Choosing  an  appropriate  communication  channel  is  vital  for  effective 
communication.  Each  communication  channel  has  different  strengths  and 
weaknesses. 
For  example,  broadcasting  news  of  an  upcoming  event  via  a  written  letter 
might  convey  the  message  clearly  to  one  or  two  individuals.  It  will  not, 
however, be a time- or cost-effective way to broadcast the message to a large 
number  of  people.  On  the  other  hand,  conveying  complex,  technical 
information  is  easier  via  a  printed  document  than  a  spoken  message.  The 
recipients  are  able  to  assimilate  the  information  at  their  own  pace  and 
revisit anything that they do not fully understand. 

 
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Written  communication  is  also  useful  as  a  way of recording what has been 
said, for example by taking minutes in a meeting. 
See our pages: Note Taking and How to Conduct a Meeting for more. 
Encoding Messages 
All  messages  must  be  encoded  into  a  form  that  can  be  conveyed  by  the 
communication channel chosen for the message. 
We  all  do  this  every  day  when  transferring  abstract  thoughts  into  spoken 
words  or  a  written  form.  However,  other  communication  channels  require 
different forms of encoding, e.g. text written for a report will not work well if 
broadcast  via  a  radio  programme,  and  the  short,  abbreviated  text  used  in 
text messages would be inappropriate in a letter or in speech. 
Complex  data  may  be  best  communicated  using  a  graph,  chart  or  other 
visualisation. 
Effective  communicators  encode  their  messages  so  that  they  fit  both  the 
channel  and  the  intended  audience.  They  use  appropriate  language, 
conveying  the  information  simply  and  clearly.  They  also  anticipate  and 
eliminate  likely  causes  of  confusion  and  misunderstanding.  They  are 
generally  aware  of  the  recipients’  experience  in  decoding  similar 
communications. 
Successful encoding of messages for the audience and channel is a vital skill 
in effective communication. 
You may find our page The Importance of Plain English helpful. 
Decoding Messages 
Once  received,  the  recipient  needs  to  decode  the  message.  Successful 
decoding is also a vital communication skill. 
People will decode and understand messages in different ways. 
This will depend on their experience and understanding of the context of the 
message,  how well they know the sender, their psychological state and how 
they feel, and the time and place of receipt. They may also be affected by any 
Barriers to Communication which might be present. 
There  are  therefore  a  wide  range  of  factors  that  will  affect  decoding  and 
understanding. 
Successful  communicators  understand  how  the  message  will  be  decoded, 
and  anticipate  and  remove  as  many  as  possible  of  the  potential  sources of 
misunderstanding. 
 
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Feedback 
The  final  part of a communication is feedback: the recipient lets the sender 
know that they have received and understood the message. 
Recipients  of  messages  are  likely  to  provide  feedback  on  how  they  have 
understood  the  messages  through  both  verbal  and  non-verbal  reactions. 
Effective communicators pay close attention to this feedback as it is the only 
way to assess whether the message has been understood as intended, and it 
allows any confusion to be corrected. 
Bear  in  mind  that  the  extent  and  form  of  feedback  will  vary  with  the 
communication  channel.  Feedback  during  a  face-to-face  or  telephone 
conversation  will  be  immediate  and  direct,  whilst  feedback  to  messages 
conveyed  via  TV  or  radio  will  be  indirect  and  may  be  delayed,  or  even 
conveyed through other media such as the Internet. 
Effective communicators pay close attention to this feedback as it is the only 
way to assess whether the message has been understood as intended, and it 
allows any confusion to be corrected. 
You can always ask! 
Bear  in  mind  that  the  extent  and  form  of  feedback  will  vary  with  the 
communication  channel.  Feedback  during  a  face-to-face  or  telephone 
conversation  will  be  immediate  and  direct,  whilst  feedback  to  messages 
conveyed  via  TV  or  radio  will  be  indirect  and  may  be  delayed,  or  even 
conveyed through other media such as the Internet. 
 
 
   

 
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 SELF- CHECK 1.1-3 
I.Identification 
Directions. ​Identify the correct answer. 
________1.  A  type  of  communication  which includes face-to-face, telephone, 
radio or television and other media. 
________2.  The  final  part  of  a  communication  where  the  recipient  lets  the 
sender know that they have received and understood the message. 
________3.  The  method  used  to  transmit  our  message  to  a  recipient,  or  to 
receive a message from someone else. 
________4.  A  type  of  communication  covering  body  language, gestures, how 
we dress or act, where we stand, and even our scent. 
________5.  A  type  of  communication  which  includes  letters,  e-mails,  social 
media, books, magazines, the Internet and other media. 
________6.  The  act  of  transferring  information  from  one  place,  person  or 
group to another. 
________7.  Responsible  in  encoding  the  message  (the  information  being 
conveyed) into a form that is appropriate to the communication channel. 
________8.  Responsible  in  decoding  the  message to understand its meaning 
and significance. 
________9. It is sent by the sender through a communication channel to one 
or more recipients. 
_______10.  Type  of  communication  where  graphs  and  charts,  maps,  logos 
and other visualizations are use to communicate messages. 
 

   

 
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 ANSWER KEY 1.1-3 
 
1. Spoken or Verbal Communication 
2. Feedback 
3. Communication Channels 
4. Non-verbal Communication 
5. Written Communication  
6. Communication 
7. Sender 
8. Receiver 
9. Message 
10. Visualization 
 
   

 
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 TASK SHEET 1.1-4 
Title : CONCISENESS IN RECEIVING AND CLARIFYING MESSAGES 
Performance Objective: 
Given  the  qualification,  your  group  should  be  able  to  deliver  the 
information  they  received  to  another  person  with  the  least  amount  of 
alterations. 
Steps/Procedure: 
1.  Get  at  least  five  people,  preferable  10  plus  people.  The  more  people 
​

involved, the better, because the message being passed around is likely to 
become distorted and even funnier. 
2.  Write a few messages down on paper that consist of at least ten words. 
​

The message can be serious or downright silly. Be sure it is legible. 

3.  Sit the players down on the floor in a circle or a line. This can be played 
​

in teams or as a whole group. 

4.  Give  the  first  player  the  message  note.  Have  that  person  whisper  the 
​

message into the ear of the next person. They cannot pass on or show the 
message;  that  must go back to the organiser/monitor. The message must 
be repeated quickly from person to person. No one else must hear. 
5.  The  last  person  reveals  what  he/she  heard  by  writing  it  down  on  the 
​

board. 
Assessment Method: 
Performance Criteria Checklist 
 
   

 
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 Performance Criteria Checklist ​1.1-4 
CRITERIA  YES  NO 
Does your output fulfilled the following: 
1. The sentences given were linked correctly.     
2. The sentences were grammatically correct.      
3. The message delivered is the same as to the     
message given by the teacher. 
4. The members of the group participated the     
activity. 
 
 

 
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