Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term1 2010

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

Maryann McNair

+61 3 9925 1564

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 fulfill 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 recieved 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 1Course overview; Introduction to Hub; RMIT requirements - report writing Attendance
Week 2Workplace communication, Communication processes, non verbal communication and effective listeningChapter 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 managementChapter 4 & 5Online
Week 5Workplace 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 9Assessment 1 - Group presentations Attendance
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 16Assessment 2 Portfolio of documents due Attendance
Week 17Questions and 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 Research and Presentation

Students will undertake a Group Research Project into the policies and procedures of a real business.  The policies and procedures may relate, for example, to the organisation’s OH&S policies and procedures, its customer service policies and procedures or accounting policies and procedures.  Alternatively students can negotiate another suitable topic for research in a relevant organisation.  Students are to work as a team to prepare a 10 minute in-class group presentation on the research findings.  The topic of the presentation is to be negotiated and agreed with the teacher in week 5.  The group presentation will be given in week 9.  Please refer to the Assessment Sheet/s for further details.


Assessment 1 Part A, Email Week 5-9 (10%)

Throughout the planning stage of the presentation students are required to communicate with their team (and industry) 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 thier message in a clear and concise manner.  Each student is to communicate effectively with their group via email at least four (4) times.  Please refer to the Assessment Sheet/s for further details.

Assessment 1 Part B, Presentation Week 9 (20%)

Students will complete a 10 minute in-class oral presentation.  All students must participate in the planning and delivery of the presentation.  Please refer to the Assessment Sheet/s for further details.

Assessment 1Part C, Reflection Week 10 (20%)

Each student is to write a personal reflection on communication, team work and presentation skills used throughout this assignment.  Please refer to the Assessment Sheet/s for further details.

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 Competency

Assessment 1

Part A

Assessment 1

Part B

Assessment 1

Part C

Assessment 2
Communicate Information to others using a range of techniquesYesYesYesYes
Interact with others to achieve workplace outcomesYesYesYesYes
Record workplace information as requiredYesYesYesYes
Use a range of techniques to gain workplace informationYesYes Yes
Employability Skills    
Team workYesYesYes 
Initiative and EnterpriseYesYesYesYes

Course Overview: Access Course Overview