Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term1 2008

Course Code: EMPL5395C

Course Title: Communicate in the workplace

School: 650T TAFE Business

Campus: City Campus

Program: C4170 - Certificate IV in Financial Services

Course Contact : Seymour Jacobson

Course Contact Phone: +61 3 9925 1563

Course Contact Email:seymour.jacobson@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 30

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

Communicate in the workplace covers the fundamental communication skills needed to work in any sector of the finance industry. It includes the skills needed for interacting with customers,  internal and external and for receiving, recording and giving information.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICGEN301A Communicate in the workplace

Element:

Communicate information to others using a range of techniques

Performance Criteria:

1  Clear speech and language appropriate to the audience are used when communicating information
2  Information is accurately conveyed
3  Understanding of information is confirmed
4  Contributions are made to team discussions and informal meetings
5  Routine correspondence is prepared following industry and organisation standards
6  Numbers are used to carry out calculations as required

Element:

Interact with others to achieve workplace outcomes

Performance Criteria:

1  Effective verbal and non-verbal communication techniques are used to convey messages and information
2  Communication with people from diverse backgrounds is based on respect and sensitivity
3  Own role in achieving workplace outcome is defined
4  Cooperation and negotiation skills are used to fulfil workplace requirements and solve problems
5  Constructive contributions are made to group decision making processes

Element:

Record workplace information as required.

Performance Criteria:

1  Workplace forms and documents are completed, either manually or electronically, in a clear, concise and easy to read format
2  Workplace records are kept up-to-date

Element:

Use a range of techniques to gain workplace information

Performance Criteria:

1  Instructions are followed and, where necessary, questions are asked to clarify what is required
2  Information is accessed from record systems and used according to instructions
3  Organisational procedures and policies related to workplace information are understood and implemented appropriately
4  Information is acquired and used appropriately for its purpose
5  Information is received orally using effective telephone techniques where necessary
6  Clarification is sought from appropriate personnel, as required


Learning Outcomes


Refer to performance elements and performance criteria.


Details of Learning Activities

Learning activities may include class-based discussions, exercises, readings, role plays, meetings, group presentations and independent research.


Teaching Schedule

Week BeginningTopicsNotes
Week 1: 11 Feb Course Introduction and overview 
Week 2: 18 Feb Workplace Communication
Communication processes, non verbal communication & effective listening
Dwyer Chapter 1
Week 3: 25 Feb Workplace Communication
Communication barriers, multicultural communication, ethics in communication
Dwyer Chapter 1
Week 4: 3 Mar Workplace Documents
Organise workplace information
Dwyer Chapter 13
Week 5: 10 Mar Workplace Documents
Business writing, improving business writing
Dwyer Chapter 14
Week 6: 17 Mar Workplace Documents
Writing business letters, business language and plain English
Dwyer Chapter 15
 Mid Semester Break (Student Vacation)
From Thursday 20th to return to class on Thursday 27th March
 
Week 6: 24 Mar Workplace Documents
Writing business letters, business language and plain English
Dwyer Chapter 15
Week 7: 31 Mar

Workplace Documents
Writing memos, short reports and referencing

Letter activity due
Dwyer Chapter 16
Week  8: 7 Apr

Workplace Documents
Writing emails and online communication

Business Portfolio - Telephone message activity conducted
Dwyer Chapter 17

Week  9: 14 Apr Workplace Documents
Business writing for an audience
Dwyer Chapter 21
Week 10: 21 Apr Implement and maintain effective workplace relationships
Negotiation and conflict management
Dwyer Chapter 4
Dwyer Chapter 5
Week 11: 28 Apr Organise and manage meetings
In class meeting 1
Business writing portfolio due
Dwyer Chapter 10
Week  12: 5 May How teams work and work with the team
In class meeting 2
Dwyer Chapter 6
Week 13:12 May Deliver and monitor service to customers
In class meeting 3
Dwyer Chapter 8
Week 14:19 May  Speaking in public and presenting information Dwyer Chapter 11
Week 15:26 May Group presentations due
Group portfolio due
Group presentations due
Group portfolio due
Week  16: 2 June  Course revision All chapters listed above
Week  17: 9 June

 Test

 All chapters listed above
Week 18:18 June  Review of course and test  


Learning Resources

Prescribed Texts

Dwyer, J 2006, The Business Communication Handbook, 7th edn, Pearson Education Australia, New South Wales.


References


Other Resources


Overview of Assessment

Assessment methods measure achievement of each competency in a flexible manner over a range of assessment tasks. These tasks will be done both during class and for homework. They may incorporate a group demonstration, document folio of simple documents and a group report on a company or organisation.

You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.


Assessment Tasks

Letter Writing Exercise (10%) due Week 7
Students will be required to create two letters based on a set of instructions. All letters must typed and completed individually.

Individual Portfolio Documents – (30%) due Week 11
Students will complete a portfolio of documents which includes specific items created both within and outside of the classroom. The documents will focus on applying the business communication theory presented in class to specific business situations. All entries must be typed and completed individually.
A portfolio criteria sheet can be accessed on the Learning Hub.

Team Presentation and Portfolio (30%) due Week 15
Students will complete a 10 minute in class oral presentation in small groups. Topics will be negotiated with the teacher in week 10-11. Students will also submit a portfolio of documents including the minutes taken during formal meetings held to discuss the content of their presentation.
All students must participate in the planning and delivery of both the oral presentation and the portfolio. A presentation marking criteria sheet can be accessed from the Learning Hub.

End of Semester Test (30%) in Week 17
Students will complete a final exam comprising short answer questions and case study activities which focus on the student’s ability to demonstrate the skills and knowledge as set out in the Evidence Guide. The exam will be closed book and completed individually.

The student must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

Assessment will incorporate a variety of methods including documentation, homework and in class exercises, practical problem solving exercises, presentations and an exam. Students are advised that they are likely to be asked to personally demonstrate assessment work to their teacher to ensure that the relevant competency standards are being met.


Assessment Matrix

                                               

Element Performance CriteriaIndividual PortfolioGroup Presentation/ PortfolioTest       
FNSICGEN301A/01 Use a range of techniques to gain workplace information1. Instructions are followed and, where necessary, questions are asked to clarify what is required X X
 2. Information is accessed from record systems and used according to instructionsX X
 3. Organisational procedures and policies related to workplace information are understood and implemented appropriatelyX X
 4. Information is acquired and used appropriately for its purposeX X
 5. Information is received orally using effective telephone techniques where necessary X X
 6. Clarification is sought from appropriate personnel, as requiredX X
FNSICGEN301A/02 Communicate information to others using a range of techniques1. Clear speech and language appropriate to the audience are used when communicating information X X
 2. Information is accurately conveyed  X X
 3. Understanding of information is confirmed  X X
 4. Contributions are made to team discussions and informal meetings   X X
 5. Routine correspondence is prepared following industry and organisation standards   X X
 6. Numbers are used to carry out calculations as required  X X
 FNSICGEN301A/03 Interact with others to achieve workplace outcomes1. Effective verbal and non-verbal communication techniques are used to convey messages and information  X X
 2. Communication with people from diverse backgrounds is based on respect and sensitivity X  X
 3. Own role in achieving workplace outcome is defined  X X
 4. Cooperation and negotiation skills are used to fulfil workplace requirements and solve problems  X X
 5. Constructive contributions are made to group decision making processes  X X
 FNSICGEN301A/04 Record workplace information as required1. Workplace forms and documents are completed, either manually or electronically, in a clear, concise and easy to read format X  X
 2. Workplace records are kept up-to-date  X X

Other Information

Teacher Contact
Out of class communication to all students will occur using the RMIT student email. It is essential that you check your email prior to attending each class.

Consultation times will be made available to you in the first week of classes. Consultations may also be arranged via email.

Self Managed Learning
Students will be required to undertake research and assessment practice outside of regular class times. Exercises are provided to the students to facilitate their learning in a self-paced manner and form part of the overall achievement of the competencies in this course. Students are reminded that they are expected to spend an equal amount of time outside of class, furthering their understanding of the concepts being taught, as they do in class to be deemed competent in this course.

Course Evaluation & Feedback
Feedback on the course itself is welcome at any time to the class teacher, course coordinator or program coordinator. Periodic course evaluation surveys are also conducted.
Students who require general assistance should, in the first instance, approach their class teacher. Secondly, students should contact the Course Coordinator and lastly, the Program Coordinator.

Submission of written work/assessment
All of your written assessment must be lodged by the due date in the format specified for the particular assessment task. Written assessment must have a footer containing: student number, student name, course code, title of assessment and teacher’s name.

Staple your assignment. Please do not place in plastic binders or plastic pockets.

Attach a signed Assignment Cover Sheet to each submission of written work or assessment. Cover Sheets are available near the lifts on Level 13.

You must keep a copy of your assignment/written work, which can be produced if the original is lost or damaged.

Non and Late Submission of Work
If you do not attempt an assessment or meet an assessment deadline and have not been granted Special Consideration, you will not receive a mark for the assessment.
Please note: If you fail an assessment you will be given more that one chance to pass that assessment.

Academic Administration Procedures
Please refer to your student diary or the RMIT web site for all academic procedures.

Course Overview: Access Course Overview