Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term1 2009

Course Code: EMPL5580C

Course Title: Communicate in the workplace

School: 650T TAFE Business

Campus: City Campus

Program: C4210 - Certificate IV in Financial Services

Course Contact : Seymour Jacobson

Course Contact Phone: +61 3 9925 1563

Course Contact

Name and Contact Details of All Other Relevant Staff

Vivien Wong

Tel 9925 5494

Zlatko Muhvic

Tel: 9925 5440

Sylwia Greda-Bogusz

Tel: 9925 5441

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

There are no pre-requisites and co-requisites for this course

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 Competency Codes, Titles, Elements and Performance Criteria

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICGEN301B Communicate in the workplace


Element 1. Communicate information to others using a range of techniques

Performance Criteria:

Element 1. Performance Criteria:
• Clear speech and language appropriate to the audience are used when communicating information.
• Information is accurately conveyed.
• Understanding of information is confirmed.
• Contributions are made to team discussions and informal meetings.
• Routine correspondence is prepared following industry and organisation standards.
• Numbers are used to carry out calculations as required


Element 2. Interact with others to achieve workplace outcomes

Performance Criteria:

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


Element 3. Record workplace information as required

Performance Criteria:

Element 3. Performance Criteria:
• Workplace forms and documents are completed, either manually or electronically, in a clear, concise and easy to read format.
• Workplace records are kept up-to-date


Element 4. Use a range of techniques to gain workplace information

Performance Criteria:

Element 4. Performance Criteria:
• Instructions are followed and, where necessary, questions are asked to clarify what is required.
• Information is accessed from record systems and used according to instructions.
• Organisational procedures and policies related to workplace information are understood and implemented appropriately.
• Information is acquired and used appropriately for its purpose.
• Information is received orally using effective telephone techniques where necessary.
• 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 BeginningTopicCompetencies
 Week 1 - 9 Feb Course introduction and overview


 Week 2 - 16 Feb

 Workplace Communication - communication processes, non-verbal communication, effective listening (Dwyer Chapter 1)

 Week 3 - 23 Feb Workplace Communication - barriers, multicultural communication, ethics (Dwyer chapter 1) FNSICGEN301A/01/02
 Week 4 - 2 March Workplace Documents - organise workplace information (Dwyer Chapter 13) FNSICGEN301A/03/04
 Week 5 - 9 March Workplace Documents - business writing and continuous improvement (Dwyer Chapter 14) FNSICGEN301A/03
 Week 6 - 16 MarchWorkplace Documents - business letters, business language, plain English (Dwyer Chapter 15), business writing for an audience (Dwyer Chapter 21) FNSICGEN301A/03
 Week 7 - 23 March Workplace Documents - memos, short reports, referencing (Dwyer Chapter 16) Letter assignment due FNSICGEN301A/03
 Week 8 - 30 March Workplace Documents - emails and online communication (Dwyer Chapter 17) Business College - telephone message activity FNSICGEN301A/01/02/03/04
 Week 9 - 6 AprilImplement and maintain effective workplace relationships, negotiaition and conflict management (Dwyer Chapters 4 & 5) FNSICGEN301A/01/02//04
 MID-SEMESTER BREAK ---------------------------------------------------------------------------------------------- -------------------------------------
 Week 9 - 13 AprilImplement and maintain effective workplace relationships, negotiaition and conflict management (Dwyer Chapters 4 & 5) FNSICGEN301A/01/02//04
 Week 10 - 20 April Organise and manage meetings (Dwyer chapter 10) In-class meeting 1 FNSICGEN301A/01/02//04
 Week 11 - 27 April How teams work and work with teams (Dwyer Chapter 6) In-class meeting 2 Individual portfolio due FNSICGEN301A/01/02//04
 Week 12 - 4 May Deliver and monitor service to customers (Dwyer Chapter8) In-class meeting 3 FNSICGEN301A/01/02/03/04
 Week 13 - 11 May Public speaking and presenting information (Dwyer Chapter 11) FNSICGEN301A/01/02

 Week 14 - 18 May

 Group Presentations and Portfolios due FNSICGEN301A/01/02/03/04
 Week 15 - 25 May Final test FNSICGEN301A/01/02/03/04
 Week 16 - 1 June Course and Assessment Review 

This teaching schedule may be changed as appropriate to circumstances and student progress

Learning Resources

Prescribed Texts

The Business Communication Handbook Judith Dwyer 8th Edition Pearson Education Australia



Other material for reference will be advised during the course as appropriate

Other Resources

Any additional resources will be advised as appropriate during the course

Overview of Assessment

Assessment may incorporate a variety of methods including class activities, assignments, tests, practice exercises, and communication role plays

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

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

2. 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.

3. Team Presentation and Portfolio (30%) due Week 14
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 Blackboard

4. End of Semester Test (30%) in Week 15
The exam will be closed book and completed individually.

Assessment Matrix

CompetencyLetter WritingIndividual PortfolioGroup Presentation and PortfolioTest
FNSICGEN301A/01           *                  *                            *   *



                 *                            *   *
FNSICGEN301A/03           *                 *                            *   *
FNSICGEN301A/04           *                 *                             *   *

Other Information

All assessments are graded. To pass the course, students must have a minimum Pass grade in each assessment and achieve competency in all course elements.
Grade Mark Description
HD             > = 80 High Distinction (Competency Achieved)
DI                     70 - 79 Distinction (Competency Achieved)
CR                   60 - 69 Credit (Competency Achieved)
PA                    50 - 59 Pass (Competency Achieved)
NN                < 50 Fail (Not Yet Competent)
CA                   Not Applicable Competency Achieved
NYC                Not Applicable Not Yet Competent

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.

Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data and oral presentation. Plagiarism occurs when the origin of the material used is not appropriately cited. Is also occurs through enabling plagiarism, which is the act of assisting or allowing another person to plagiarise or to copy your own work. Please make sure you consider this carefully in completing all your work and assessments in this course and if you are unsure about whether you might have plagiarised, seek help from your teacher.

Examples of plagiarism include:
• Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
• Piecing together text from one or more sources and adding only linking sentences;
• Copying or submitting whole or parts of computer files without acknowledging their source;
• Copying a whole or any part of another student’s work; and
• Submitting work as your own that someone else has done for you.

For further information including “Plagiarism (and how to avoid it): Resources for Students” please refer to the Plagiarism section of the RMIT Policies, B. Students available at

For information relating to the penalties for plagiarism and cheating, please refer to Regulation 6.1.1 Student Discipline available at
Penalties include official reprimand, recording of a failure result or expulsion from the University.

Submission of written work/assessment
All of your written work must conform with RMIT’s guidelines “Written Reports And Essays: Guidelines For Referencing And Presentation In RMIT Business” which can be found at:

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 or from

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

Supervised Assessment
Unless otherwise instructed by your class teacher, course coordinator or invigilator, the following conditions apply to your supervised assessments:
• All answers are written in blue or black pen only. Answers written in other colours or pencil will not be marked, excluding diagrams.
• The only materials which may be brought into the assessment room are blue or black pens, pencil, eraser and correction fluid. Items such as electronic dictionaries, mobile phones, electronic devices, written material and paper are not to be brought into the assessment room. It is a breach of assessment conditions to have any unauthorized materials or equipment in the assessment room.
• Assessment papers, questions and other material provided by the University are not to be removed from the assessment room.
• There is no communication of any kind with any person either inside or outside the assessment venue, apart from the assessment supervisor/invigilator or course teachers.

Special Consideration
You may apply for special consideration no later than 48 hours (2 working days) after the date of test/exam or due date for assessment. Forms are available from The Hub or from Grounds for special Consideration may include illness, accident, bereavement etc. All supporting documentation must be included with your application. Completed forms must be addressed to your teacher and submitted to The Hub

The Business TAFE School does not have a Scheduled Deferred Exam Period. You may be notified of the date and time of deferred exams.

Return of Assessments
Assessments will be returned to you by one of the following methods (please ask your class teacher or course coordinator for further information):
1. Assignments/written work will be returned to you
• During class/lecture times
• By post if you attach a stamped, self-addressed A4-sized envelope to your assignment
2. In-class tests will be returned to you for individual consultation with your teacher; the teacher will re-collect the tests which are to be retained by the Business TAFE School.
3. You may view your marked exam papers upon request. Exam papers will be retained by the Business TAFE School.

Variations to Assessment
A change will not be made to the form or forms of assessment as detailed in the Course Guide unless:
1. the students enrolled in that course have received notice in writing of the proposed change; and
2. the change is approved by the Head of School and not less than seventy percent of the students enrolled in that course.

Appealing Assessment
You are entitled to appeal assessment results. Any appeal should be submitted to the Course Co-ordinator Student Liaison, Seymour Jacobson not more than 10 days after receiving notice of the result for the assessment. Please refer to RMIT Policy – Appeal Against Assessment Result available at

Supplementary Assessments
Students are required to attempt all assessments and be rated as competent against all performance criteria to pass the course.

If a student attempts an assessment and does not pass, they will be given a second opportunity to achieve the competency. A second opportunity applies only to a failed assessment. This second opportunity may take the form of an exam, resubmit, or alternative assignment, before the end of the exam period. The form of the second opportunity will be determined by the Course Co-ordinator on a case-by-case basis. In these circumstances a student will only be allocated 50% of the available marks.

Students who do not attempt an assessment are dealt with under the Late Submissions rules.

Late submission of work and extension of time
Extensions will not normally be granted. However, in cases of exceptional and genuine hardship (not including inconvenience or poor study planning), limited extensions may be given at the discretion of the teacher. Students must lodge a completed Application for Extension Form with their teacher BEFORE the due date for submission and where appropriate your application should be supported by a medical certificate. If your teacher hasn’t agreed to an extension, marks will be deducted for assignments received after the due date according to the following policy:

Late submissions (ie those not handed on the due date) will be automatically penalised 10% per day including the due date, (as well as Saturdays & Sundays). Assignments submitted without an extension more than one week after the due date WILL NOT BE ACCEPTED.

Appeals against the result of an application for an extension can be made by emailing the Student Liaison Course Co-ordinator, Seymour Jacobson

Relevant previous study or work/life experience and credit in this course
RMIT University recognises nationally accredited or endorsed qualifications and Statements of Attainment issued to the student by other Registered Training Organisations (RTO’s).

Also, RMIT provides credit for work experience or other forms of life experience that match the learning outcomes/competencies of RMIT courses. You must provide evidence that is current, relevant valid, and verifiable that your experience matches the learning outcomes/competencies of the relevant course for which you are seeking credit. This evidence may include formal qualifications (certificates, etc); work samples; references; documents, etc.

To apply, you should obtain an RPL Information Sheet from BTS Reception on Level 13. Forms are also available at Reception or from the RMIT Website at . You should complete the appropriate form (RPL and/or Credit Transfer), attach the relevant supporting documentation and submit to the Program Coordinator via Level 13 reception within one month of enrolling.

Attendance Requirements
RMIT encourages students to attend all scheduled classes to optimise academic success. In a number of regulatory and legislative circumstances, RMIT must monitor student attendance in order to comply with the requirements of external accrediting bodies.
Further information may be found at

International Students:
If you are an onshore international student, you have agreed under the provisions of your student visa to attend at least 80% of your scheduled classes. RMIT monitors attendance for all TAFE programs and courses, and must comply with the requirements of the ESOS Act 2000. If you are an international student who does not attend scheduled RMIT classes for 5 consecutive days, RMIT MUST contact you to establish the reason for your absence. If a valid reason cannot be provided, RMIT MUST advise the federal Immigration Department of your non-attendance. In this case, your student visa may be revoked and you may be asked to leave Australia. Note: All international students are required to enrol full-time. Full-time is defined as 100% of a nominal program load as documented in the program curriculum. Exceptions may be approved by the Head of School or nominee only in special & specific circumstances.

Austudy Students:
It is important that you refer to the Austudy agreement that you signed for information about attendance. Contact Centrelink for further information. Note: “Full-time study means: a workload that is considered full-time by an approved institution (at least 75 per cent of the normal full-time student workload each semester)”.

Student Forms
Student forms such as Change of Personal Information, Appeals, Recognition of Prior Learning (RPL) and Enrolment Variation are available at . Forms are also available from Reception on Level 13.

Assistance with Study
Students who require general assistance should, firstly approach their class teacher. Secondly, students should contact the course coordinator and lastly, the Program Coordinator.

Study Skills: The Learning Skills Unit provides free individual or group assistance to help students achieve their educational goals. Assistance is available in English language, Study Skills, Maths and Science. The LSU may be contacted by phoning 9925 5651 and is located in Building 108, Level 3, Rooms 37 or 39. The Learning Lab provides online resources for study skills, writing skills and assessment tasks. It can be found at

Managing a Disability: Students with a disability may contact the Disability Liaison Unit (DLU) on 9925 1089 (or TTY 9925 3673) for assistance. The unit is located in Building 11 (main city campus), Level B.

Issues for International Students: The Centre for International Students and Scholars has an ISIS Unit which provides centrally coordinated information, support and an advisory service for international students. The main office is located in Building 9, Level 1, Room 7 (City Campus) - phone 99253454. Further information is available at


Course Overview: Access Course Overview