COMPUTER SYSTEM SERVICING 3

NAME: GRADE AND STRAND:

ADDRESS: CONTACT NUMBER:
Topic: IDENTIFY AND COMMUNICATE ISSUES ARISING IN THE WORKPLACE (Module 2 – Quarter 1)/ First
Semester

WHAT I NEED TO KNOW

This module covers the knowledge, skills and attitudes required to obtain, interpret and convey information in response to
workplace requirements. By the end of the lesson, you are expected to;
1 Identify issues and problems as they arise;
2 Organize information regarding problems and issues coherently to ensure clear and effective communication; and
3 Initiate dialogue with appropriate personnel.

WHAT I KNOW

DIRECTION: READ AND ANALYZE THE FOLLOWING STATEMENT. WRITE TRUE IF THE STATEMENT IS
CORRECT AND FALSE IF IT IS INCORRECT.
1. Always document the agreements.
2. Interest are the needs you want to satisfy by any given solution.
3. Writing every detail down will help you think through all the details and implications
4. Create opportunities to evaluate the agreements and their implementation.
5. Always do whatever you want without taking in consideration the effect on your teammates.
6. A leader will always be followed no matter how good or bad he is and that’s what we call proper leadership.
7. Physical pain and depression also negatively affect hearing and interpretation of a message
8. A good leader must show positive attitude towards facing problem instead of running away from them.
9. In every discussion within a workplace, communication barriers are quite inevitable.
10. Be proactive in providing each other with relevant information and consider all information provided

WHAT’S IN

HOW DO YOU USUALLY VOICE OUT YOUR OPINION IN A VIRTUAL CLASS?

HOW DOES THAT APPLY IN AN ACTUAL WORKPLACE IN THE FUTURE?
Lesson 1: Identify and communicate issues arising in the workplace
1. Organizing information on problems and issues
a) Document the agreements
- Don't rely on memory
- Writing it down will help you think through all the details and implications
b) Understand everyone's interest
When it comes to organizing information on problems and issues, a certain problem-solving
process must be followed to ensure a well-sorted out way of identifying the problem and looking for a solution.
-This critical step that is usually missing.
-Interest are the needs you want satisfied by any given solution.
-The best solution is the one that satisfies everyone's interest.
-This is the time for active listening.
-Separate the naming of interest from the listing of solutions.
c) Agree on contingencies, monitoring and evaluation
d) Identify the issues

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 -Condition may change. Make contingency agreements about foreseeable future circumstances.
-How will you monitor compliance and follow through?
-Create opportunities to evaluate the agreements and their implementation.
-Be clear about what the problem is.
-Remember that different people might have different views of what the issues are.
-Separate the listing of issues from the identification of interest.
e) Perpetual barriers
f) List the possible solutions (options)
This is the time to do brainstorming. There may be lots of room for creativity.
Employees grow accustomed to perceiving things in particular ways, making it difficult to recognize new
meanings.

2. Communication barriers affecting workplace discussion

a) Evaluate the options
b) Select an option or options
-What are the pluses and minuses?
-Separate the evaluation of options from the selection of options
-What is the best option in the balance?
-Is there a way to "bundle" a number of options together for a more satisfactory solution?
-these are the characteristics of the speaker or listener that interfere with the transmission or
reception of information.
-Physical pain and depression also negatively affect hearing and interpretation of a message.
Other issues, such as hunger, emotional distress and fatigue may also affect
communication.
c) Keep good faith
-A good leader must show positive attitude towards facing problem instead of running away
from them.
-A leader and his team should keep good faith well all the time. They are obliged to deal with
each other reasonably and fairly at all times.
d) Psychological barriers
-Facing problems is also one way for us to develop into matured individuals.
e) Physiological barriers
-In every discussion within a workplace, communication barriers are quite inevitable. These
barriers affect the productivity of a discussion on a certain matter in a workplace.
As the leader in a workplace, one must learn to handle and cope with these barriers and be
able to recommend a certain solution to his team to at least alleviate, or better, propose a
solution to the problem that the barrier has brought. Upon relating problems and issues, a good
communication skill and an effective leadership skill must be in place.
-act honestly
-openly and without any hidden or ulterior motives
-raise issue in a fair and timely way
-be constructive and cooperative
-be proactive in providing each other with relevant information and consider all information
provided
-keep an open mind
-treat each other respectfully
-listen to each other
3. Identify Problems and Issues
a)Boredom and a negative attitude also influence an employee's receptiveness to a message.
Communication can also shut down due to a listeners embarrassment regarding the speaker’s
subject matter.
b) Language barriers
Cleary notes that words have different meanings for different people, which complicates
communication. Incorrect pronunciation, complex sentences, faulty grammar and spelling
may also confuse listeners.
c) Physical barriers
d) Recognize an employment relationship problem
4. Relating problems and issues
A problem includes anything that harms or that may harm an employment relationship. Physical communication
barriers are environmental elements that affect an employee's ability to acquire or convey information. Loud talking and
construction of noises affect hearing. In addition, a speaker’s appearance and mannerism can affect his ability to convey his
message to an audience.
Equally important are the listener's seating arrangement and their physical comfort level, since sitting in the back
row of a large auditorium may prevent from hearing the full presentation. While the most obvious relationship is between a leader
and his team. Others are relationship among employees, between union and its members, union and employer and among union
covering employees in the same workplace.
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 - These are conflicts usually experienced by an individual.
A number of people would still run away from their personal problems thinking that they will just be a
source of emotional turmoil.
In order to resolve this properly, the leader must show fairness in all is decisions. He should hear out the
problems first before making a decision.
- Give good reason
In order for a leader to effectively commence any non-disciplinary actions towards
his team members, he must have a good rational skill in doing this. Every team member should understand
the details on why he should face a certain non-disciplinary action. A good explanation and a direct
dissemination of details should be done in doing this.

WHAT’S MORE
DIRECTION: ANSWER THE FOLLOWING QUESTION FOR DISCUSSION.
1. Why is there a need to identify issues and problems as they arise?
2. How do you organize information regarding problems and issues coherently to ensure clear and effective communication?
3. Why do we have to initiate dialogue with appropriate personnel?

WHAT I CAN DO

DIRECTION: ANALYZE THE IMAGE AND

ELABORATE WHAT IS GOING ON. PROVIDE
AT LEAST 2 TALKING POINTS.
1. ______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______
2. ______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
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ASSESSMENT

DIRECTION: READ AND ANALYZE THE FOLLOWING STATEMENT. WRITE TRUE IF THE STATEMENT IS
CORRECT AND FALSE IF IT IS INCORRECT.
1. Always document the agreements.
2. Interest are the needs you want to satisfy by any given solution.
3. Writing every detail down will help you think through all the details and implications
4. Create opportunities to evaluate the agreements and their implementation.
5. Always do whatever you want without taking in consideration the effect on your teammates.
6. A leader will always be followed no matter how good or bad he is and that’s what we call proper leadership.
7. Physical pain and depression also negatively affect hearing and interpretation of a message
8. A good leader must show positive attitude towards facing problem instead of running away from them.
9. In every discussion within a workplace, communication barriers are quite inevitable.
10. Be proactive in providing each other with relevant information and consider all information provided

WHAT I CAN SHOW

Which category in 21st Century skills do you think the core of our topic falls in? (Communication, collaboration, creativity,
critical thinking, productivity, leadership and technology literacy). Explain why.

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