Basic Lead CBLM
Basic Lead CBLM
Basic Lead CBLM
COMMUNICATION
BASIC COMPETENCY
HOW TO USE THIS COMPETENCY-BASED LEARNING MODULE
You may already have some or most of the knowledge and skills covered
in this module because you have:
Been working in the same industry for some time.
Already completed training in this area.
Work through all the information sheets and complete the activities in
each section. Do what is asked in the INSTRUCTIONAL SHEETS and complete
the SELF-CHECK. Suggested references are included to supplement the
materials provided in this module.
Most probably, your trainer will also be your supervisor or manager.
He/she is there to support you and show you the correct way to do things.
Ask for help.
Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important that you
listen and take notes.
MODULES OF INSTRUCTION
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning, active listening and speaking skills are used
to gather and convey information
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues
are identified
6. Defined workplace procedures for the location and storage
of information.
7. Personal interaction is carried out clearly and concisely.
8. Team meetings are attended on time.
9. Own opinions are clearly expressed and those of others are listened
to without interruption.
10.Meeting inputs are consistent with the meeting purpose and
established protocols.
11.Workplace interactions are conducted in a courteous manner
appropriate to cultural background and authority in the enterprise
procedures.
12.Questions about simple routine workplace procedures and matters
concerning conditions of employment are asked and responded.
13. Meeting outcomes are interpreted and implemented.
14.Ranges of forms relating to conditions of employment are
completed accurately and legibly.
15.Workplace data is recorded on standard workplace forms and
documents.
16. Basic mathematical processes are used routine calculations.
17.Errors in recording information on forms/documents are identified
and rectified.
18.Reporting requirements to superior are completed according to
enterprise guidelines.
COMPETENCY SUMMARY
QUALIFICATION
Introduction:
This module covers the knowledge, skills and attitudes required to
obtain, interpret and convey information in response to workplace
requirements.
Learning outcome:
1. Obtain and convey workplace information
2. Complete relevant work related documents
3. Participate in workplace meeting and discussion
Assessment Criteria:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning, active listening and speaking skills are used to
gather and convey information
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues
are identified
6. Defined workplace procedures for the location and storage
of information.
7. Personal interaction is carried out clearly and concisely.
8. Team meetings are attended on time.
9. Own opinions are clearly expressed and those of others are listened
to without interruption.
10.Meeting inputs are consistent with the meeting purpose and
established protocols.
11. Workplace interactions are conducted in a courteous manner
appropriate to cultural background and authority in the enterprise
procedures.
12. Questions about simple routine workplace procedures and matters
concerning conditions of employment are asked and responded.
13. Meeting outcomes are interpreted and implemented.
14. Ranges of forms relating to conditions of employment are
completed accurately and legibly.
15. Workplace data is recorded on standard workplace forms and
documents.
16. Basic mathematical processes are used routine calculations.
17. Errorsin recording information on forms/documents
are identified and rectified.
18. Reporting requirements to superior are completed according to
enterprise guidelines.
LEARNING OUTCOME 1
OBTAIN AND CONVEY WORKPLACE INFORMATION
CONTENTS:
- Parts of speech
- Sentence construction
- Effective communication
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning, active listening and speaking skills are used to
gather and convey information
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are
identified
6. Defined workplace procedures for the location and storage of information.
7. Personal interaction is carried out clearly and concisely.
CONDITIONS:
The students/ trainees must be provided with the following:
Writing materials (pen & paper)
Reference
(books) Manuals
METHODOLOGIES:
Group discussion
Interaction
Lecture
Reportorial
ASSESSMENT METHODS
Written Test
Practical/Performance
Test Interview
LEARNING EXPERIENCES
PARTS OF SPEECH
The Noun
The Verb
The Pronoun
I was glad to find the bus pass in the bottom of the green knapsack.
You are surely the strangest child I have ever met.
He stole the selkie's skin and forced her to live with him.
When she was a young woman, she earned her living as a coal miner.
After many years, they returned to their homeland.
The Adjective
treetops.
Mrs. Morrison papered her kitchen walls with hideous wall paper.
The small boat foundered on the wine dark sea.
The coal mines are dark and dank.
Many stores have already begun to play irritating Christmas
music. A battered music box sat on the mahogany sideboard.
The back room was filled with large, yellow rain boots.
The Adverb
You can use a conjunction to link words, phrases, and clauses, as in the
following example:
The Preposition
The Interjection
Multiple Choice: Choose the letter of the correct answer from the given
choices.
1. It is the basic types of words that English has and consists of eight parts.
a. noun
b. parts of speech
c. conjunction
d. adverb
2. It is a word used in a place of a noun.
a. noun
b. verb
c. pronoun
d. conjunction
4. A part of speech that links nouns, pronouns and phrases to other words
in a sentence.
a. speech
b. interjection
c. preposition
d. verb
a. adjective
b. pronoun
c. adverb
d. verb
a. preposition
b. adverb
c. interjection
d. noun
7. “He” and “she” are the common example of what part of speech?
a. noun
b. adjective
c. preposition
d. pronoun
8. It is a word which describes an action or a state of being.
a. adverb
b. verb
c. noun
d. pronoun
9. It links words, phrases, and clauses.
a. adjective
b. preposition
c. interjection
d. conjunction
10. Is a word used to name a person, animal, place, thing, and abstract idea.
a. verb
b. adverb
c. noun
d. pronoun
ANSWER KEY # 1.1-1
1. b
2. c
3. a
4. c
5. a
6. a
7. d
8. b
9. d
10. c
INFORMATION SHEET # 1.1-2
SENTENCE CONSTRUCTION
THE SENTENCE
A sentence is a group of words containing a verb and its subject and
expressing a completed thought.
A sentence always begins with a capital letter and ends with a mark of
punctuation.
In order to express a complete thought, every sentence must have two
parts – the subject and the predicate.
A. The Subject
The subject of a sentence is that part about which something is said. In
the following sentences, the subjects are in heavy type.
1. The eager quarterback shouted the signals.
2. Ricky reminded me of the game tonight.
3. An old brick building hung over the river’s edge
To find the subject of a sentence, ask yourself Who…? or What…?
Suppose you want to find the subject of this sentence: The huge plane rolled
slowly out of the hangar onto the runway. Ask yourself, What rolled? The
answer is, The huge plane rolled. The plane is the subject of the sentence.
B. The Predicate
The predicate of a sentence is that part which says something about the
subject. In the following sentences, the predicates are in heavy type.
1. The tulips bloomed early this year.
2. Mr. McKay took a later train than usual.
3. Summer vacation is always too short.
SENTENCE FRAGMENTS
When you read a sentence fragment, you are left wondering whom
or
what the sentence is about or what happened in the sentence.
running across the field I saw you running across the field
RUN-ON SENTENCES
A run-on sentence is one which actually contains two (or more) complete
sentences without the proper punctuation to create separate sentences.
There
are two common forms of the run-on: (1) the "comma splice" in which a
comma is inserted between two comp lete sentences where a period should
actually be used; (2) a lack of punctuation where a semi-colon or period is
needed.
- Lack of Punctuation
Incorrect
Examples:
1. There is a problem with the television however no one is available to
fix it.
2. Nobody knows what really happened the policeman said there was a
fight.
SUBJECT-VERB AGREEMENT
Singular Plural
woman women
hand hands
fireman firemen
lesson lessons
The verb agrees with its subject in number. If the subject is singular,
the verb is singular. If the subject is plural, the verb is plural.
Singular Plural
she bakes they bake
it whistles they whistle
everyone sees all see
he is they are
The following common pronouns are singular and take a singular verb:
anybody, anyone, each, either, everybody, neither, nobody, no one,
somebody, someone.
Examples:
1. Each of the pens costs a dollar
2. Everyone in the two families likes to play ping-pong.
3. Neither of these paths is the trail.
The following common pronouns are plural and take plural verbs:
both, few, many, several.
Examples:
1. Both of his trucks are disabled
2. Many of the sailboats are out today.
3. Several of the players rush to the mound.
Examples:
1. Was the contest exciting?
2. Were the contests exciting?
3. Here is the book.
4. Here are the books.
Compound subject joined by and are plural and take a plural verb.
Examples:
1. Fishing and lumbering are carried on in the Northwest.
2. Corn and beans grow well in one garden.
Exemption: If the items in a compound subject actually refer to
only one person or are thought of as one thing, the subject and
the verb are singular.
Ex.
1. The president and manager of the factory is on vacation.
2. Strawberries and cream costs thirty pesos.
Singular subjects joined by or or nor are singular and take a
singular verb.
Examples:
1. Monday or Tuesday is all right for the picnic.
2. Neither snow nor icy wind keeps the travelers indoors.
Self-Check 1.1-2
Test 1. Multiple Choice: Choose the letter of the correct answer from the
given choices.
Test 1:
1. a
2. b
3. c
4. c
5. b
Test 2:
1. are
2. has
3. is
4. were
5. seems
INFORMATION SHEET # 1.1-3
EFFECTIVE COMMUNICATION
COMMUNICATION
Is defined as the art of sending and receiving information. It is a
process of conveying messages, of transmitting meaning between
individuals. It is an exchange; for it to be effective, information must flow
back and forth from sender to the receiver. The former must have some
knowledge of the latter’s reaction. This process by which a system regulates
itself by feeding to itself parts of its outputs is called feedback.
Basic Elements of Communication:
The process of communication is composed of three elements:
1. the source (sender, speaker, transmitter, or instructor),
2. the symbols used in composing and transmitting the message
(words or signs), and;
3. the receiver (listener, reader, or student).
The three elements are dynamically interrelated since each element is
dependent on the others for effective communication to take place.
Effective Communication helps workers to:
1. Verbal communication
2. Non-verbal communication
3. Written communication
Verbal Communication
The speaker should be clear, concise, and courteous and use a style of
language that is appropriate to the situation and the audience. The
information should be accurate to the best of the speaker’s knowledge. The
tone of voice and body language used when speaking are often as important
as the words themselves.
The listener should give the speaker their full attention and be sure
that they clearly understand the message being conveyed. Again, body
language is very important. Good listening skills are necessary when
receiving instruction or being taught new procedures.
Non-verbal communication
Communication Systems
Professional setbacks
Personal disappointment
Breakdown of important relationships
Wasting energy and time on frustration and dramas
Not reaching our full potential
Self-Check 1.1-3
Test 1. Multiple Choice: Choose the letter of the correct answer from the
given choices.
b. Personal disappointment
1. a
2. b
3. c
4. a
5. c
6. a
7. c
8. b
9. a
10. a
LEARNING OUTCOME 2
CONTENTS:
- Technical Writing
- Recording information
ASSESSMENT CRITERIA:
CONDITIONS:
Paper
Pencils/Ball pen
References (books)
Manuals
METHODOLOGIES:
Group Discussion
Interaction
Lecture
ASSESSMENT METHODS:
Written Test
Practical/performance
test Interview
LEARNING EXPERIENCES
TECHNICAL WRITING
TECHNICAL COMMUNICATIONS
TECHNICAL-WRITING
Instructions. These are probably the most familiar of all the types of
reports. Students often write backup procedures for the jobs they do at their
work. Others write short user manuals for an appliance, equipment, or
program. If there is too much to write about, they write about some smaller
segment—for example, instead of instructions on using all of WordPerfect,
just a guide on writing macros in WordPerfect.
Business plans. If you are ambitious to run your own business, you
can write a business plan, which is a plan or proposal to start a new business
or to expand an existing one. It is aimed primarily at potential investors.
Therefore, it describes the proposed business, explores the marketplace and
the competition, projects revenues, and describes the operation and output
of the proposed business.
When you have taken sufficient notes to cover all parts of an outline, you
transcribe the information from the notecards into a rough draft, filling in
details, adding transitions, and providing your own acquired understanding
of the subject as you write. Naturally, you may discover gaps in your notes
and have to go back and take more notes.
Spelling out Numbers. Usually, numbers nine and under are written
out as words, while numbers greater than that are written in numeric form.
This requirement applies to ordinal numbers such as first, second and ninth.
When numbers above 21 are written out, they are written as hyphenated
words.
Fractions such as one-third are hyphenated as well.
Test 1. Multiple Choice: Choose the letter of the correct answer from the
given choices.
1. Is the type of report which is the hardest to define but the most
commonly written?
a. Technical-background report
b. Instructions
c. Technical specifications
2. In this type of report, you discuss some new product design in terms of
its construction, materials, functions, features, operation, and market
potential.
a. Report-length proposal
b. Primary research report
c. Technical specifications
3. It refers to the actual work someone does in a laboratory or in the field
— in other words, experiments and surveys.
a. Technical specifications
b. Primary research report.
c. Report-length proposal
4. A way of taking notes that suite for a person, who is more comfortable
knowing, and recording, every single detail.
a. Comprehensive notes
b. Noting on the agenda
c. Technology helpers
5. This graphical approach is an excellent option for people who do not
want, or who don't feel able, to accumulate such detailed information.
a. Comprehensive notes
b. Noting on the agenda
c. Mind mapping
6. A rule in technical writing which numbers nine and under are usually
written out as words, while numbers greater than that are written in
numeric form.
a. Sentence Structure
b. Spelling out Numbers
c. Measurements or Calculations
7. A rule in technical writing which states that measurements or
calculations should be used to express.
a. Spelling out Numbers
b. Measurements or Calculations
c. Plural Numbers
8. A characteristic of a technical report in which it should be very
detailed and factual.
a. Graphics
b. Documentation
c. Factual detail
9. A characteristic of a technical report which it should be typed or
printed out neatly.
a. Production
b. Technical content
c. Length
10. A characteristic of a technical report in which a report must be
defined for a real or realistic group of readers who exist in a real or
realistic situation.
a. Headings and lists:
b. Special format:
c. Realistic audience and situation
SELF CHECK ANSWER KEY 1.2-1
a. a
b. c
c. b
d. a
e. c
f. b
g. b
h. c
i. a
j. c
INFORMATION SHEET # 1.2-2
RECORDING INFORMATION
Learning Objectives: After reading this information sheet, the student/ trainee
should be able to;
1. Determine the importance of recording information.
2. Identify the technology used in communication systems.
3. Identify the various code of behavior that all participants should
adhere to in meetings.
COMMUNICATION TECHNOLOGY
Most workplaces have procedures and protocols in place for the use of
each type of technology. Workers should familiarize themselves with the
system features and control functions and operate each device according to
the manufacturer’s instructions. If not sure of the operating procedure for a
particular communication device, a worker should ask for assistance.
Workplace meetings
Minutes are detailed notes taken during a meeting of everything that has
been said and agreed upon. In some meetings a vote may be taken on
important issues, either by a show of hands or a secret ballot. The minutes
should record the outcomes of voting and any decisions made.
Informal meetings, discussions and briefings are less rigid in their structure.
However, it is still important to provide opportunities for discussion and take
notes of decisions.
A B
1. – e
2. – d
3. – c
4. – b
5. – a
LEARNING OUTCOME # 3
COMPLETE RELEVANT WORK –RELATED DOCUMENTS
CONTENTS :
- Basic mathematics
- Types of forms
ASSESSMENT CRITERIA :
1. Ranges of forms relating to conditions of employment are completed
accurately and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical processes are used routine calculations.
4. Errors in recording information on forms/documents are identified and
rectified.
5. Reporting requirements to superior are completed according to
enterprise guidelines.
CONDITIONS :
The students/ trainees must be provided with the
following: Paper
Pencils/ball pen
Reference
books Manuals
METHODOLOGIES:
Group Discussion
Interaction
Lecture
ASSESSMENT METHODS:
Written Test
Practical/Performance
Test Interview
LEARNING EXPERIENCES
MATHEMATICS
It is the systematic study of magnitude, quantities, and their
relationships as expressed symbolically in the form of numerals and forms.
Arithmetic
Arithmetic or arithmetics (from the Greek word ἀριθμός = number) is the
oldest and most elementary branch of mathematics, used by almost
everyone, for tasks
ranging from simple day-to-day counting to advanced science and business
calculations. It involves the study of quantity, especially as the result of
combining numbers.
Arithmetic operations
Addition (+)
1+3=4
Adding more than two numbers can be viewed as repeated addition; this
procedure is known as summation and includes ways to add infinitely many
numbers in an infinite series; repeated addition of the number one is the
most basic form of counting.
Subtraction (−)
17 – 9 = 6
Multiplication (× or ·)
4 × 4 = 16
Multiplication is best viewed as a scaling operation. If the real numbers are
imagined as lying in a line, multiplication by a number, say x, greater than 1
is the same as stretching everything away from zero uniformly, in such a way
that the number 1 itself is stretched to where x was. Similarly, multiplying by
a number less than 1 can be imagined as squeezing towards zero. (Again, in
such a way that 1 goes to the multiplicand.)
Division (÷ or /)
Rounding
1. Firstly look at the decimal place after the one you want to round to (in our
example this would be the third decimal place)
2. If the number in the next decimal place is a 6,7,8 or 9, then you will be
rounding up, so you add 1 to the number in the place you are interested in
and you have rounded. In our example the number in the third place is a 6 so
we round up. We change the 5 in the second place to a 6 and our rounded
number is 1.26
3. If the number in the place after the one we are interested in is a 0,1,2,3 or
4 we round down, i.e. we just write the number out as it is to the required
number of places.
4. If the number in the place after the one we are interested in is a 5, then
we need to look at what follows it. Cover the number from the beginning to
the place you are interested in, for example, suppose we are rounding
2.47568 to three decimal places we look at just the 568 and we ask is that
closer to 500 or
600. Since it’s closer to 600 we get a rounded number of 2.476
Percentages
Percentages are fractions with a denominator of 100. Often there will not be
100 things or 100 people out of which to express a fraction or a percentage.
When this is the case you will need to find an equivalent fraction out of 100
by multiplying by 100% which is the same as multiplying by 1.
SELF-CHECK 1.3-1
a. Multiplication
b. Addition
c. Subtraction
of? a. 1,021 +
1,441
b. 1,022 + 1,442
c. 1,021 + 1,442
thousand. a. 29,000
b. 30,000
SELF CHECK ANSWER KEY 1.3-1
1. b
2. a
3. c
4. b
5. a
6. c
7. b
8. a
9. b
10. b
INFORMATION SHEET # 1.3-2
TYPES OF FORMS
WRITTEN COMMUNICATION
Financial – for example invoices for purchases and sales, profit and
loss statements, taxation records, bank and dividend statements.
Production – for example records of livestock numbers, growth rates,
births and sales, crops sown and harvested, weed and pest control
management.
Marketing - for example product sales, promotional and advertising
material.
Maintenance - for example machinery and vehicle log books and service
records, property structure repairs.
Staff – for example personal and taxation records for employees, time
sheets and salaries, work rosters.
Legal - for example workers’ compensation, public liability and
property insurance, deeds and titles.
suppliers
contractors
the local veterinarian
trade personnel
industry and regulatory bodies
local government.
Once the source of the information has been found, the correct information
needs to be collected. This will depend on the purpose of the information,
the people who will use the information and the time available or necessary
to obtain it.
For example, if a worker is asked to ring around the local produce stores to
compare fertilizer prices, a half-hour conversation catching up on the local
gossip would not be appropriate. Conversely, if the employee responsible for
machinery maintenance was sent to look at a second-hand tractor, there
would be an expectation that sufficient time would be spent to thoroughly
assess the condition of the machine.
Forms should be completed clearly and neatly in the spaces provided using
the type of pen and style of writing indicated in the instructions. Always
check through the answers for accuracy. Any corrections which are
necessary should be made according to the procedure set out in the
instructions.
It is good practice to make a copy of the form for future reference before
presenting or mailing it. If sending the form by mail, ensure that the postal
address is correct, the sender’s address is on the envelope and the correct
postage is affixed. Retain original forms such as Birth Certificates and only
forward photocopies.
Each workplace will have a range of forms, specific to the enterprise that
workers need to complete. There is a legal obligation on employers to keep
some of these records such as safety reports and chemical records.
safety reports
dockets, invoices and receipts
petty cash vouchers
time sheets
telephone message forms
leave forms.
chemical records
weather records
vehicle and machinery log books
registration, license and insurance forms
equipment inspection records.
filing cabinets
computer files and databases
folders on shelves, in drawers or under counters
pin boards and white boards
1. Business Directory
2. Marketing
3. Courteous
4. Concise
5. Clear
INSTRUMENT FOR INSTITUTIONAL ASSESSMENT
EVIDENCE PLAN
Qualification Title
Unit of Competency
The evidence must show that the candidate… Ways in which evidence will
be collected
Demonstra
Question/i
Thirdparty
nterview
Written
report
tion
Specific relevant information was
accessed from appropriate sources.
Appropriate non-verbal
communication was used.
Prepare Date:
d by:
Checked Date:
by:
COMPETENCY ASSESSMENT RESULTS SUMMARY
Candidate’s Name:
Assessor’s Name:
Qualification:
Date of Assessment:
Assessment Center:
B. Written Exam
Recommendation
For re-
assessment.
For issuance of NC
General Comments [Strengths / Improvements needed]
Candidate’s
signature: Date:
Assessor’
Date:
s
signature:
RATING SHEET FOR OBSERVATION/ WITH ORAL
QUESTIONING
Candidate’s
Name:
Assessor’s Name:
Assessmen
t Center:
Qualification:
Unit of
LEAD WORKPLACE COMMUNICATION
Competency
Date of observation:
Description of
assessment
activity:
Location of
assessment
activity:
If yes, tick the
During the performance of skills, the
box
candidate….
Showed dedication and enthusiasm toward the
learning process.
Developed effective communication in
the workplace
Demonstrated appropriate lines
of communication with superiors.
Observed cleanliness and orderliness in the
workplace.
Practiced courteous manner in the workplace.
Showed interest in any group activity given
to them.
Satisfactory
response
Feedback to candidate:
Candidate’s
Name:
Assessor’s Name:
Assessmen
t Center:
Qualification:
Unit of
LEAD WORKPLACE COMMUNICATION
Competency
Date of observation:
Description of
assessment
activity:
Location of
assessment
activity:
During the performance of skills, the candidate…. If yes, tick the
box
Qualification:
INSTITUTIONAL ASSESSMENT
Multiple Choice: Choose the letter of the correct answer from the given
choices.
1. It is the basic types of words that English has and consists of eight parts.
a. noun
b. parts of speech
c. conjunction
d. adverb
2. It is a word used in a place of a noun.
a. noun
b. verb
c. pronoun
d. conjunction
3. A part of a sentence which says something about the subject.
a. Run-on sentence
b. Subject
c. Predicate
4. It is a sentence which is not complete, and therefore not
grammatically correct.
a. Run-on sentence
b. Subject
c. Fragment
5. A factor of Interference in which is a product of how the sender and
the receiver feel at the time the communication process is occurring. If
either sender or receiver is not committed to the communication
process, communication is impaired.
a. Psychological interference
b. Environmental interference
c. Psychological interference
6. When a communicator's words cannot communicate the
desired meaning to another person unless the listener or reader has had
some experience with the objects or concepts to which these words
refer. What factor of barrier to communication is this?
a. Lack of common experience
b. Overuse of Abstractions
c. Interference
7. A rule in technical writing which states that measurements or
calculations should be used to express.
a. Spelling out Numbers
b. Measurements or Calculations
c. Plural Numbers
8. A characteristic of a technical report in which it should be very
detailed and factual.
a. Graphics
b. Documentation
c. Factual detail
9. It is a process of conveying messages, of transmitting
meaning between individuals.
a. Communication
b. Listening
c. Reading
10. A style of writing which is used for writing letters to the
government officials, speeches, articles for newsletter and magazines,
school assignments, long reports and formal compositions.
a. Informal-public style
b. Formal style
c. Casual style
ANSWER KEY (INSTITUTIONAL ASSESSMENT)
1. b
2. c
3. c
4. c
5. c
6. a
7. b
8. c
9. a
10.
b
eferences:
http://faculty.washington.edu/ezent/imsc.htm
http://www.english-grammar-revolution.com/sentence-construction.html
http://www.effective-communication.net/
http://www.wikipedia.com
http://www.UOTTAWA.COM
http://www.Elcstudyzone.com