Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term2 2009

Course Code: EMPL5580C

Course Title: Communicate in the workplace

School: 650T TAFE Business

Campus: City Campus

Program: C4169 - Certificate IV in Financial Services (Accounting)

Course Contact : Callie Harvey

Course Contact Phone: +61 3 9925 5772

Course Contact

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

There are no pre-requisites or co-requisites for this unit.

Course Description

This unit 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 giving, receiving and recording information.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICGEN301B Communicate in the workplace


Communicate information to others using a range of techniques.

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.



Interact with others to achieve workplace outcomes.

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.


Record workplace information as required.

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.


Use a range of techniques to gain workplace information

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

Details of Learning Activities

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

Teaching Schedule

Week  1
Course overview; Introduction to Hub; RMIT requirements - report writing Attendance
Week 2Workplace Communication, Communication processes, non verbal
communication and effective listening
Chapter 1Online
Week 3Workplace Communication, Communication barriers, multicultural communication, ethics in communicationChapter 1Online
Week 4Workplace Relations, Implement and maintain effective workplace relationships
and negotiation and conflict management
Chapter 4 & 5Online
Week 5         Workplace Relations, Work with the team, Negotiation presentation topics and formation of groupsChapter 6Attendance
Week 6Workplace Documents, Organise workplace informationChapter 13Online
Week 7Workplace Documents, Business writingChapter 14Online
Week 8Workplace Relations, Speaking in publicChapter 11Online
Week 9
Assessment 1 - Group presentations
Week 10Workplace Documents, Writing business letters - Assessment 1 Reflection dueChapter 15Online
Week 11Workplace Documents, Writing memos and short reportsChapter 16Online
Week 12Workplace Relations, Deliver and monitor service to customersChapter 8Online
Week 13Workplace Relations, Coordinate and manage quality customer serviceChapter 9Attendance
Week 14Career Development, Job-seeking skillsChapter 21Online
Week 15Career Development, Job-seeking skillsChapter 21Online
Week 16
Assessment 2 Portfolio of documents due
Week 17Questions & review Attendance
Week 18Feedback Attendance

Learning Resources

Prescribed Texts

Dwyer, J. 2008, The Business Communication Handbook, 8th edn. Pearson Education Australia, Frenchs Forest, NSW



Other Resources

Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.

Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.

Assessment Tasks

Assessment 1 Group Presentation - Students will complete a 10 minute in-class group presentation in week 9.
Assessment 1 Part A, Email Week 5-9 (10%)
Throughout the planning stage of the presentation students are required to communicate to their group both face-to-face and via RMIT email sending a cc to their teacher.  Students must use professional business language and be able to convey their message in a clear and concise manner.  Each student is to communicate effectively with their group via email at least four (4) times.
Assessment 1 Part B, Presentation Week 9 (20%)
Students will complete a 10 minute in-class oral presentation.  Topics are to be related to current issues of interest in the community and will be negotiated with the teacher in Week 5.  All students must participate in the planning and delivery of the presentation.
Assessment 1 Part C, Reflection Week 10 (20%)
Each student is to write a personal reflection on their communication, team work and presentation skills.
Assessment 2 Business Portfolio Week 16 (50%)
Students will complete a portfolio of documents which will focus on applying the business communication theory presented in class to specific business situations.  All entries must be word processed and completed individually.

More detailed instructions will be available to students on the Learning Hub under Assessments, Assessment guide in Week 2.

This competency includes employability skills which are assessable under the Business Services Training Package.  Employability skills are a core component of the competency and if a student is unable to effectively demonstrate these skills within the competency, a mark of NYC (Not Yet Competent) will be given for the course.

Employability Skills Summaries for Training Package qualifications can be downloaded from

Assessment Matrix

 Element of competencyAssessment 1 Part AAssessment 1 Part BAssessment 1 Part CAssessment 2 
Communicate information to others using a range of techniques Yes Yes Yes Yes
Interact with others to achieve workplace outcomes Yes Yes Yes Yes
Record workplace information as required  Yes Yes Yes Yes
Use a range of techniques to gain workplace information Yes Yes  Yes
Employability skills    
Communication Yes Yes Yes Yes
Team work Yes Yes Yes 
Initiative and Enterprise Yes Yes Yes Yes
Self-management Yes Yes Yes Yes
Learning Yes Yes Yes Yes
Technology Yes Yes Yes Yes

Course Overview: Access Course Overview