Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term2 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

Sylwia Greda-Bogusz
+61 3 99255441
e-mail: sylwia.gredabogusz@rmit.edu.au

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:	1 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.
Element:	2 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.
Element:	3 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
Element:	4 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

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 beginning	Topics	Notes
Week 1 – 7th July	Course Introduction and overview
Week 2 – 14th July	Workplace Communication Communication processes, non verbal communication & effective listening	Dwyer Chapter 1
Week 3 – 21st July	Workplace Communication Communication barriers, multicultural communication, ethics in communication	Dwyer Chapter 1
Week 4 – 28th July	Workplace Documents Organise workplace information	Dwyer Chapter 13
Week 5 – 4th Aug	Workplace Documents Business writing, improving business writing	Dwyer Chapter 14
Week 6 – 11th Aug	Workplace Documents Writing business letters, business language and plain English	Dwyer Chapter 15
Week 7 – 18th Aug	Workplace Documents Writing memos, short reports and referencing	Letter activity due Dwyer Chapter 16
Week 8 – 25th Aug	Workplace Documents Writing emails and online communication	Business Portfolio - Telephone message activity conducted Dwyer Chapter 17
1- 5 Sept	Mid Semester Break	(Student Vacation)
Week 9 – 8th Sep	Workplace Documents Business writing for an audience	Dwyer Chapter 21
Week 10 – 15th Sept	Implement and maintain effective workplace relationships Negotiation and conflict management	Dwyer Chapter 4 Dwyer Chapter 5
Week 11 –22nd Sept	Organise and manage meetings In class meeting 1	Business writing portfolio due Dwyer Chapter 10
Week 12 – 29th Sep	How teams work and work with the team In class meeting 2	Dwyer Chapter 6
Week 13 – 6th Oct	Deliver and monitor service to customers In class meeting 3	Dwyer Chapter 8
Week 14 – 13th Oct	Speaking in public and presenting information	Dwyer Chapter 11
Week 15 – 20th Oct	Group presentations due Group portfolio due	Group presentations due Group portfolio due
Week 16 – 27th Oct	Course revision	All chapters listed above
Week 17 – 3rd Nov	Test	All chapters listed above
Week 18 – 10th Nov	Review of course and test

Learning Resources

Prescribed Texts

Prescribed Text: Dwyer J.-(2006) The Business Communication Handbook, 7th ed., 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

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 be 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
The exam will be closed book and completed individually.

Assessment Matrix

Element	Performance Criteria	Individual Portfolio	Group Presentation/ Portfolio	Test
FNSICGEN301A/01 Use a range of techniques to gain workplace information	1. 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 instructions	X		X
	3. Organisational procedures and policies related to workplace information are understood and implemented appropriately	X		X
	4. Information is acquired and used appropriately for its purpose	X		X
	5. Information is received orally using effective telephone techniques where necessary	X		X
	6. Clarification is sought from appropriate personnel, as required	X		X
FNSICGEN301A/02 Communicate information to others using a range of techniques	1. 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 outcomes	1. 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 required	1. 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

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 and Blackboard prior to attending each class.
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.

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For further information regarding Academic Administration Procedures, e.g. Special Consideration, Plagiarism, Submission of Assessments, Attendance Requirements etc., please refer to your Student Diary Pages 134-160, or the Student Website http://www.rmit.edu.au/students


Course Overview: Access Course Overview

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