Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term2 2012

Course Code: EMPL5655C

Course Title: Communicate in the workplace

School: 320T Design (TAFE)

Campus: City Campus

Program: C5235 - Diploma of Visual Merchandising

Course Contact : Tim McCarthy

Course Contact Phone: +61 3 9925 4211

Course Contact

Name and Contact Details of All Other Relevant Staff

Justin Compton

Nominal Hours: 40

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


Course Description

This unit describes the performance outcomes, skills and knowledge required for effective communication with customers and other staff in the workplace. It involves establishing contact with customers, processing information, working in a team, maintaining personal presentation, following routine instructions, and reading and interpreting retail documents.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

SIRXCOM001A Communicate in the workplace


2.  Process information

Performance Criteria:

2.1 Answer telephone according to store procedures.
2.2 Use questioning and active listening to identify caller and accurately establish and confirm requirements.
2.3 Use telephone system functions according to instructions.
2.4 Record and promptly pass on messages or information.
2.5 Inform customer of any problems and relevant action being taken.
2.6 Perform follow-up action as necessary.


3.  Communicate with customers and colleagues from diverse backgrounds

Performance Criteria:

3.1 Value and treat with respect and sensitivity customers and colleagues from different cultural groups.
3.2 Consider cultural differences in all verbal and non-verbal communication.
3.3 Use gestures or simple words to communicate where language barriers exist.
3.4 Obtain assistance from colleagues or supervisors when required.


4.  Work in a team

Performance Criteria:

4.1 Demonstrate a courteous and helpful manner at all times.
4.2 Complete allocated tasks willingly according to set timeframes.
4.3 Actively seek or provide assistance by approaching other team members when difficulties arise.
4.4 Identify lines of communication with supervisors and peers according to store policy.
4.5 Encourage, acknowledge and act upon constructive feedback provided by other team members.
4.6 Use questioning to minimise misunderstandings.
4.7 Identify and avoid signs of potential workplace conflict wherever possible.
4.8 Demonstrate participation in team problem solving.


5.  Read and interpret retail documents

Performance Criteria:

5.1 List and describe a range of retail documents.
5.2 Read and interpret information from a range of retail documents.


1.  Establish contact with customers

Performance Criteria:

1.1 Maintain a welcoming customer environment.
1.2 Greet customer warmly according to store policy and procedures.
1.3 Create effective service environment through verbal and non-verbal interaction according to store policy and procedures.
1.4 Use questioning and active listening to determine customer needs.
1.5 Demonstrate confidentiality and tact.

Learning Outcomes

Demonstrate the ability to select and use verbal and non-verbal communication techniques to interact with colleagues and customers in a positive and inclusive manner, and to interpret and generate workplace information in a variety of formats.

Details of Learning Activities

You will participate in a range of learning activities in the unit, including; lectures, demonstrations, off site visits, research projects, team projects, supervised studio activities.

Some activities will include a self directed learning approach. Self directed learning refers to organised activities that students undertake independently, either as individuals or with other students in the group that may be supervised by the teacher. This can include workplace research, library assignments, field work and work placements.

Teaching Schedule

Please refer to the course myRMIT site for weekly teaching schedule.

A hardcopy teaching schedule will be handed out in the first session, if you miss the first session please email the teacher for this document.

Learning Resources

Prescribed Texts


Other Resources

RMIT will provide you with resources and tools for learning in this course through our online system

Overview of Assessment

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

  • observation of performance in the workplace
  • a role play third-party reports from a supervisor
  • customer feedback
  • answers to questions about specific skills and knowledge
  • Review of portfolios of evidence and third-party
Workplace reports of on-the-job performance.

Assessment Tasks

Assessment tasks are outlined in detail on your course myRMIT site and a hard copy will be given in class in the first session.

You will complete a range of exercises and assignments that will be used to assess all 3 competencies. You will receive a C/NYC and some assignments and displays will also be given a graded mark.

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant Unit of Competency.   Assessment Matrix is outlined in detail on your course myRMIT site and a hard copy will be given  in class in the first session

Other Information

Assessment is ongoing throughout the semester. Students must be assessed as competent for all competency elements in order to be assessed as ‘Competent’ for the competency.

Students will give themselves the best chance of being assessed as ‘competent’, if they complete all the work requirements, and submit them for assessment within the scheduled period. Note: your numeric score is not necessarily an accurate indicator of your competency status. 

The major learning experience involves studio based exercises, demonstration and production. It is strongly advised that students attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension.  Please refer to the following URL for extensions and special consideration:

Course Overview: Access Course Overview