Partispet in Work Place Communication (Autosaved)

8/14/2019 Partispet in Work Place Communication (Autosaved)

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Sector: Construction

Occupation: Masonry l2

Unit of Competency: Participate In Work-place Communication

Module Title: Participating In Work-place Communication

Institution:Alamata Tvet Center(Mekelle, Tigray, Ethiopia)


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CONTENT

TITLE PAGE

INRODUCTION3

HOW TO USE THIS TTLM 3

LEARNING GUIDE 4

INFORMATION SHEET 1 5Self-check 1 8

Model answer I- 8

INFORMATION SHEET 2 9Self-check 2 15Model ANSWER 2 15

INFORMATION SHEET 3 16OPERATION SHEET 1 19

OPERATION SHEET 2 20OPERATION SHEET 3 21

LAPE TEST 22OTHER REFERANCES 23

INTRODU TION


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I n th is uni t of competency you wi ll be learned about

Communication, Elements of Communication example

listening seeking clarification

body language blocking and barriers general attitude

CONCEPTS OF EFFECTIVE COMMUNICATION Fundamentals of Communication System: All communication system comprises of example

Transmitter Communication channel Receiver

I t i s necessary to know how to communicate with others and howto develop Communication skill.

At the end of the competency trainee will able toLo1 Obtain and convey workplace information

LO 2Participate in workplace meetings and discussionsLO3. Participating in workplace Communication

HOW TO USE THE TTLMRead the learning guide this uses as reference.

Read the information sheet & complete the self check at the end of the

section for the check your progress.

Learning guide

activi ty Instructions What is Communication concepts of effective communication

Elements of Communication

Refer in formation sheet 1

Fundamental of CommunicationSystem:

All communication system comprises Communication Channel

Refer to in formation sheet 2

WORK ETHICAL Principles of Work Ethic

Refer to in formation sheet 3

Participate in workplace meetings

and discussions

Refer to operation sheet 1

Complete relevant work relateddocuments


Obtain and convey workplaceinformation


How to communicate with others Refer to lab test

INFORMATION SHEET 1


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ESSTABILISH PROFFISS IONAL RELESHIN SHIP WITH THE CLIENT

Communication

is an active process in which information (including ideas, specifications, goals, feelings, workorders, and so on) is exchanged among two or more people.

Communication is any verbal or non-verbal behavior which gives people an opportunity to sendtheir thoughts and feelings, and to have these thoughts and feelings received by someone else.Communication needs to be clear and effective in order to achieve its aim. When it is not, all

kinds of problems can result.

Elements of Communication

listening seeking clarification body language blocking and barriers general attitude

Ineffective Communication

If people working together are not able to communicate well, it can lead to confusion,

unhappiness, frustration and annoyance. It can also mean that an organizations goals will not be

met.

Poor communication may lead to:

-time being lost because work needs to be redone-accidents

- Poor quality service and/or products

- Wastage

-people feeling left out- Mistakes being made because instructions are not clear

- teams not working well

EXERCISE EFFECTIVE COMMNUCATION

Effective communication

At any workplace where people are able to communicate clearly tends to be a moreefficient working environment.

Communication is any verbal or non-verbal behavior which gives people an opportunity to

send their thoughts and feelings, and to have these thoughts and feelings received by someone

else.Effective communication leads 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 and job satisfaction people working better as a team time and effort saved as people are clear on what to do

CONCEPTS OF EFFECTIVE COMMUNICATION


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Gives choices regarding communication style to adopt

Involves creation and exchange of understanding

Effective communication is achieved when the message received is close in meaning to

the message sent.

OPERATION SHEET 1

OPERATION TITLE:Obtain and convey workplace informationPURPOSE: toknow more about communication and how

communication with others is

CONDITIONS OF SITUATION

TOOLS AND MTERIALS

Materials: * mobile

*Computer

*Book

PROCEDURE : *make sure it is not too noisy to hear what is

being said

sit or stand so that you dir ectly face the person who you are talki ng or l istening to

maintain eye contact

use poli te openi ng and closing greetings

speak clearly and at a medium pace

speak in an open and neutral tone

FACTORS OF EFFECTIVECOMMUNICATION

Understand others

Communicate

Effectively

Self- Knowledge


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be straight f orward and to the poin t

keep the message simple

be patient

show interest

use the words that the people you are talking to can understand

l isten carefull y to the conversation so that you get the right messagePRECAUTION;*use safety tools and materialQUALITY CRITERIA: the students can evaluate his success in performingthe operation.

Self check1

1. Stat the Elements of Communication?

2. What is the meaning of Communication?

3. what are the factors of effective communication

Module answer 11. _____________

2______________3 _______________

INFORMATION SHEET 2

EFFECTIVE COMMUNICATIONSSending and Receiving MessagesWhen things go awry in organizations (i.e. poor performance, mistakes,Inconsistent messages from managers1 and bad decisions), after-the-fact analysis oftencomes up with an easy diagnosis: poor communication. Unfortunately, this simple

answer seldom prevents recurrence of the same or similar situations. "Poorcommunication" is frequently a symptom of a problem but seldom a cause. It is a grossgeneralization of a highly complex series of interactions between organizations, groups, orindividuals requiring both knowledge and learned skills of those attempting tocommunicate effectively. But as Weeks observed, We need to learn communicationskills in the same way that we learn CPR: well in advance.2 All communication requires a transmitter or sender and a receiver. If both thetransmitter and receiver are tuned to each other, operating properly and without noise ordistortion in the system, the message gets through, or at least this is normally true whenwe are transmitting and receiving electronically. When human beings are involved,however, there is almost always noise and distortion bedeviling the interactive process,often caused by unrecognized differences in spontaneous responses derived from lifeexperiences, lack of knowledge especially cross-cultural knowledge, failure to interpret

correctly available clues, inaccurate perception, biases, or failure to differentiate betweenwhat someone said and what he/she meant.A number of hefty books deal with the communication process in organizations.In this chapter, we will not attempt to cover all the bases nor deal with the totalcomplexity of the process. Written communication takes time on the part of both thesender and receiver and thus is usually undertaken when we are reflective. Writtencommunication is susceptible to some of the same problems and difficulties of verbal (i.e.spoken) communications but perhaps to a slightly lesser degree. We will focus oncommunications that are usually spontaneous; specifically on three important elements ofknowledge and/or skill of particular concern to leaders who would hope to learn to


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communicate more effectively:1. Sending/receiving/responding verbally, especially skillful listening;2. Sending/receiving/responding physically (body language); and3. Dealing with cultural differences, particularly those involving space, timeand things.

VERBAL COMMUNICATIONThe Power of ListeningTypically, our education has afforded us the opportunity to study grammar,rhetoric, public speaking, expository writing, or other related skills. However, theseoutput skills of communication alone do not prevent problems of communication, forcommunication is a two-way street involving input as well. Most of the preoccupationwith communication has focused on output and we still find on every hand courses incomposition, effective speaking, and the arts of plain and fancy talk. Not surprisingly,experts writing about communication have begun to see that a large part of the problem iscaused by faulty listening. Indeed, Drucker said, Listen first, speak last.4As the notedgeneral semanticist S. I. Hayakawa5 stated some years ago, "It does not avail the speakersto have spoken well if we as listeners have failed to understand, or if we come awaybelieving them to have said things they didn't say at all." Listening is a problem whenineffective, and a source of power and a leadership skill when effective.6 Improvement in

our ability to listen effectively will go a long way in improving communication.It goes without saying that listening means not just maintaining a polite silencewhile you rehearse in your mind the speech you are going to make the next time you cangrab a conversational opening. Listening also means more than just hearing words. Inorder to understand someone, you often must make an effort to know what the speakermeans in terms of his or her spontaneous responses derived from his or her perceptionsand life experiences, and not just in terms of your own spontaneous responses. Otherpeople have different expectations, self images and life experiences and, therefore, do notsee things the way you do.7 In his article, "How to Listen to Other People", Hayakawa(op cit) writes:Listening means trying to see the problem the way the speaker sees it -- whichmeans not sympathy, which is feeling for him, but empathy, which is experiencingwith him. Listening requires entering actively and imaginatively into the other

fellow's situation and trying to understand a frame of reference (life experiences)different from your own.Recognizing the Speaker's Frame of Reference (Understanding his or her Perceptionsand Life Experiences)The first item of importance to be derived from this concept of effective listeningis this: we must occasionally remind ourselves that a speaker may have perspectivesquite different from our own and that what he or she means by a statement might be verydifferent from what we would mean if we used the same words! Our common language issuch that ordinary words mean different things to different people.NON-VERBAL COMMUNICATION

Body LanguageAs Hammer and Champy observed, The non-verbal communications that takes

place in a face to face meeting is probably more important than most of the wordsactually spoken.13 Fortunately, even if we are only minimally sensitive, most of us havesome skill at interpreting the many sets of signals (often called "constellations") we8receive from facial expressions, hand movements and other body movements exhibited byother people. What people mean, as contrasted with what they are saying, is often mostexplicitly revealed through complex sets of body language signals. Obvious examples ofthese "constellations" that most of us, within our own culture, are able to interpretcorrectly, are:--Male-female "magnetism" which results in a complex set of "signals" that may or


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may not be consistent with the words spoken.--An authoritarian boss, "taught" to be a participative manager, signals throughgrimaces, frowns, changes in eye contact, folding arms, or other body languagesigns whenever a subordinate, whose ideas he/she does not respect, ventures one.--One person involved in an intense conversation with another notices that theother party signals through loss of eye contact, expressions of annoyance, changesin posture and other signs that the psychological distance, and sometimes even thephysical distance, between them has increased.9All of these are examples of complete sets of clues that some of us "read" accurately andothers, less sensitive to physical manifestations influencing communication, hardly notice.Body language talks; sometimes more clearly than the words we say. If you haveever had the experience of trying to communicate with someone who does not speak yourlanguage, and when you are forced to get your message across through gestures and facialexpressions, you will begin to understand the power of body language. Or, if you havehad to rely on only telephone conversations with an important other person and cannotsee their expressions (with consequent miscommunication), or in the case of the blindwho have to receive all their signals through interpretation of voice inflection, then youwill recognize that these are all manifestations of the importance of physical accompanimentsto verbal signals.

Body language is one means of communication; one language among others,including the language we speak, and the language of space, time, and things. It is alsolargely unconscious and spontaneous. We usually don't particularly notice it, in ourselvesor others, and therefore we often miss an important element of the total communicationprocess.These non-verbal messages may either confirm or deny the verbal messagesaccompanying them (or be neutral or unintended or misinterpreted). As an importantpart of the total communications package, we need to learn to "read" the complex sets ofphysical elements in messages sent and to resolve any conflicts we perceive between thephysical and verbal signals.A complication: sets of non-verbal signals vary immensely, not only betweenindividuals but between cultures and in connection with the context of the total

communication. Take this ubiquitous symbol in the American society:

Fundamentals of Communication System:Communication is the process of exchanging information. Electronic communication system is

the kind of system that has a transmitter, a communication channel and a receiver. In electronic

communication, the message is referred to as information or intelligence signal. The message inthe form electronic signal is then fed to the transmitter which then transmits the message over the

communication channel. The message is then picked up by the receiver and relayed to another

human.All communication system comprises of

Transmitter Communication channel Receiver


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1.1.Transmitter:

The first step in sending a message is to convert it into an electronic form suitable for

transmission.

Example: For voice messages, a microphone is used.

For TV pictures, a camera is used.

Transmitters are built using the following electronic devices: Oscillators Audio amplifiers Tuned ckts and amplifiers Modulators

Power amplifiers

Putting the original voice, a video or digital signal directly into the medium is called base band

transmission. In base band transmission, the information signal can be sent directly with outbeing modulated. Example includes voice in intercom system and telephone system. In many

instances base band signals are incompatible with the medium. In addition base bandtransmission is not practicable since the length of the transmitter antenna required is extremely

large.

CameraLight

information

in the scene

Video signal

MicrophoneSound

wavesElectronic

audio signal


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Modulation is the process of having a base band voice, video or digital signal modifying another

high frequency signal, the carrier. The carrier is usually a sine wave generated by an oscillator.

Communication Channel:It is the medium by which the electronic signal is sent from one place to another. Many different

types of media are used in communication system. The most commonly used are Wire conductors Fiber-optic cable Free space

1. Wire Conductors: It is simply a pair of wires that carry a voice signal from a microphone to

a head set. It may be a coaxial cable used to carry cable TV signals. The wire conductor maybe a twisted pair cable used in LAN for personnel computers.

2. Optical Media: This is a fiber-optic cable (light pipe) that carries the message on a lightwave. The information signal is sent through fiber-optic cable with speed of light.

3. Free Space:Free space is the medium applied to any form of wireless communication fromone point to another. It uses electromagnetic spectrum. Intelligence signals are converted into

electric and magnetic fields that propagate through space over long distance.

Noise in Communication Channel:All communication systems are subject to NOISE, both in the communication channel and

receiver. Noise is the random, undesirable electronic energy that enters the communication

system via the communicating medium and interferes with the transmitted message. Noise comesfrom atmosphere.Example: Lightning, sun and other stars emit various kinds of radiation that can interfere with

communication.

1.2 Receivers:Basic Principle of Receivers:


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They must be able to identify and select a desired signal from the frequency spectrum(selectivity).

They must provide sufficient amplification to recover the intelligence signal (sensitivity).The Basic Receiver Block Diagram:

Respond to information requests

Some one who is giv ing you som e informat ion or instruct ions m ay not do i t very well

because they:

th ink you already know m ore about the subject than you actually donow assume that you understand thei rabbrevia tions and jargons have not planned the instruct ions or though t about how to give you the informat ion or

instruct ions

are too rushed or hurr ied, they may leave out important p ieces of detai l

INTENTIONS OF ASKING QUESTION- Asking questions to clarify understanding- Asking questions shows interest, not ignorance

You will always need to ask questions to clarify information and check instructions. Rememberyou have a responsibility to make sure you have understood the information correctly.

I f a person is g iv ing you informat ion or instruct ions and you are not clear what they

mean, always ask quest ions:

Do you mean ? Where is that exactly?

The large ones or the small ones?

Do you want me to do right away or when I have finished this?


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It is much better to ask questions to make sure you are doing the job right than to muddle on andmake a mistake. You will feel upset if you make a mistake, especially if it could have been avoided

by asking a simple question.

Open Questions

Open questions are used to find out detailed information. These questions encourage the receiver to explain

a longer answer. Open questions start with words like What, When, Where, Why, and How. They are usedto open up a discussion or conversation. You cannot give one word answer to these questions.

Examples of open questions are:

How should I sort this cabinet full of different paints?What training will I need to use this equipment?

What did you mean when you asked me to check the supplies?

OPERATION SHEET 2OPERATION TITLE :Participate in workplace meetings and discussionspurpose toknow more aboutcommunication and howis communicate with others.

CONDITIONS OF SITUATION

TOOLS AND MTERIALSmaterials: * mobile *Book

*Computer

PROCEDURE :main tain eye contact

PRECAUTION;*use safety tools and materialQUALITY CRITERIA; the students can evaluate his success in performingthe operation.

Self check 2

1. What are theelectronic devices or parts of Transmitters?

2. What areOpen Questions?3.Stat theExamples of open questions?4.What does mean Communication Channel?

Module Answer 2

1__________

2-_________

3__________

4-__________

use poli te opening and closing greetings

speak clearl y and at a medium pace

speak in an open and neutr al tone

be straight forward and to the point


be patient

show interest

use the words that the people you are talki ng tocan understand

l isten careful ly to the conversation so that youget the ri ght message


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INORMATION SHEET 3WORK ETHI CALY

WORK ETHIC MEANS:

in terpersonal skil ls initiative being dependable

1 - Interpersonal Skills;Interpersonal skills include the habits, attitudes, manners, appearance, and behaviors we use

around other people which affect how we get along with other people.

2 -Initiative;is a very important characteristic for information age workers. Direct supervision is often not a

feature of the modern workplace. Without initiative, procrastination and missed opportunities can

become a real problem. Sometimes poor performance results and leads to loss of a job, without any

second chances.

3-Being Dependable;is one of the most highly sought after traits forworkers in the modern workplace. This work ethic construct includes honesty, reliability, and being

on time. People who are not dependable often are very expensive to keep around because of the

wasted time and resources their behavior causes. In some cases, even peoples' lives can be lost if

another person is not dependable.

is a set of values based on hard work and diligence. It is also a belief in the moral benef it of w orkand its ability to enhance character. A work ethic may include being reliable, having initiative or

maintaining social skills.Principles of Work Ethic

Workers exhibiting a good work ethic in theory (and ideally in practice) should be rewarded.

-That those who do not should be allowed to enjoy the fruits of their own poor performance.


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OPERATION SHEET 3OPERATION TITLE:Complete relevant work related documentsPURPOSE: toknow more aboutcommunication and how is communicate with others.

CONDITIONS OF SITUATION:

TOOLS AND MTERIALS:

materials: * mobile

*Computer

*Book

PROCEDURE:

use poli te openi ng and closing greetings

speak clearly and at a medium pace

speak in an open and neutral tone

be straight f orward and to the poin t


be patient

show interest

use the words that the people you are talking to can understand l isten carefull y to the conversation so that you get the right message

PRECAUTION;*use safety tools and materialQUALITY CRITERIA ; the students can evaluate his success in performingthe operation.

LAP TESTLAP Test Practical Demonstration

Name:____________________________________Date: _________________Time Started: _______________________ Time Finished: ___________________

Instructions: You are required to perform the following-Request a set ofThe message is then picked up by the receiver and relayed to anotherhuman.

All communication system comprises of1. Transmitter2. Communication channel3. Receiver

1.Request your trainer for an evaluation and feedback.

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