This participant workbook is designed for a two-day training workshop on communication in daily transactions, prepared for the Bureau of Fisheries and Aquatic Resources Central Office Finance and Management Division. It covers eight topics including frontliner service standards, professional communication, client handling, difficult clients, document receiving and workflow, data privacy, working…
This document is a participant workbook for a two-day training workshop on communication in daily transactions, prepared for the Bureau of Fisheries and Aquatic Resources Central Office Finance and Management Division. It is intended for government frontliners and staff who handle client inquiries, documents, and complaints.
The workbook covers eight topics across two days. Day 1 includes frontliner and service standards, professional communication, client handling and customer service, and difficult clients and complaints. Day 2 covers document receiving and workflow, data privacy and confidentiality, synergy in motion working styles, and a front office simulation.
Topic 1 explains public office as a public trust, government service standards under RA 6713 and RA 11032, and four service behaviors: courtesy, clarity, accuracy, and responsiveness. It includes a case study and reflection activities.
Topic 2 focuses on communication as a loop with four moves: listen, clarify, respond, and confirm. It provides plain language explanations of FMD terms such as Obligation Request and Status, Disbursement Voucher, and Action Slip, and gives structures for phone and written responses.
The workbook includes self-assessment scales, reflection prompts, and practice activities. All cases are fictional and participants are instructed not to write real client names or account details.