BASIC COMPETENCIES: COMMUNICATION

Course Introduction
Module 1: Receiving and Responding to Workplace Communication
Unit 1: Following Routine Spoken Messages
Lesson 1: Defining Communication
Topic 1: What is Communication?
- Communication
- Workplace Communication
Topic 2: The Communication Process
Topic 3: Communication Modes
Topic 4: Importance of Workplace Communication
Topic 5: Skills You Need to Communicate Properly
- Listening
- Speaking
- Nonverbal Communication
- Questioning
- Critical Thinking and Decision Making
- Empathetic Skills

Lesson 2: Listening
Topic 1: Hearing vs. Listening
- Definitions
- Importance of Listening
- Facts about listening
Topic 2: Stages of the Listening Process
Topic 3: Barriers to Listening/Filtering what we hear
Topic 4: Active Listening Strategies

Lesson 3: Speaking
Topic 1: Guidelines in Speaking
Topic 2: Types of Speaking
- To whom do you communicate? (One-on-one, small group, group, etc.)
Topic 3: Showing confidence when speaking

Lesson 4: Effective Non-Verbal Communication

Topic 1: Categories of Non-Verbal Communication
Topic 2: Guidelines for improving nonverbal communication

Lesson 5: Questioning
Topic 1: What is Questioning?
- Questioning
- Importance of Questioning
Topic 2: Types of Questions

Lesson 6: Critical Thinking and Decision Making

- Critical Thinking and Decision Making
- Critical Thinking Skills in the Workplace
- Importance of Critical Thinking Skills

Lesson 7: Hindrances to Communication

Topic 1: Hindrances to Communication
Topic 2: Managing Hindrances to Communication
Topic 3: Dealing with Difficult Situations

Unit 2: Performing Workplace Duties Following Written Notices

Lesson 1: Workplace Etiquette
Topic 1: Face-to-Face Etiquette
 Topic 2: Mediated Communication Etiquette
Topic 3: Written Communication Etiquette

Lesson 2: Organizational Guidelines

Topic 1: Common Rules in the Workplace

Module 2: Participating in Workplace Communication

Unit 1: Obtaining and Conveying Workplace Communication

Lesson 1: Communication Sources

Introduction: What are Communication Sources?
Topic 1: Communicating with Team Members
- Tips in Communicating with Team Members
- Dealing with difficult co-workers
Topic 2: Communicating with Supervisor/Department Head
- Tips in Communicating with a Supervisor
- Dealing with a Difficult Boss
Topic 3: Communicating with Suppliers
Topic 4: Communicating with Trade Personnel
Topic 5: Communicating with Industry Bodies
Topic 6: Communicating with Local Government
Topic 7: Communicating with Customers
- Dealing with Difficult Customers

Lesson 2: Presenting Yourself in Workplace Communication

Topic 1: Presenting Yourself – Voice
Topic 2: Presenting Yourself – Appearance
Topic 3: Presenting Yourself – Attitude
Topic 4: Presenting Yourself – Posture

Lesson 3: Participate in Workplace Meetings and Discussions

Topic 1: Participate in simple conversations with colleagues
Topic 2: Respond to simple requests
Topic 3: Make simple request
Topic 4: Express likes, dislikes, and interests
Topic 5: Work Meeting Etiquette

Lesson 4: Communication Storages

Topic 1: Manual Filing System
Topic 2: Computer Based Filing System
Topic 3: Storing Organizational Information

Unit 2: Completing Relevant Work-Related Documents

Lesson 1: Guidelines in Completing Relevant Work-Related Documents

Topic 1: Guidelines in Completing Work-Related Documents
Topic 2: Formal Letter
- Parts of a Business Letter
- Writing your own letter
Topic 3: Memorandum
Topic 4: Circular
Topic 5: Notice

Lesson 2: Utilizing Electronic Media

Topic 1: Social Media
Topic 2: E-Mail
Topic 3: Fax Machine
Topic 4: Mobile Phone (SMS)