Course Title: Communicate in the workplace

Part B: Course Detail

Teaching Period: Term2 2008

Course Code: EMPL5413C

Course Title: Communicate in the workplace

School: 320T Design (TAFE)

Campus: Brunswick Campus

Program: C5193 - Diploma of Printing and Graphic Arts (Management / Sales)

Course Contact : Jan Kopec

Course Contact Phone: +61 3 9925 9454

Course Contact

Name and Contact Details of All Other Relevant Staff

For all your administration issue please contact Fay Mitchell on landline  9925 9446 r email: 

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


Course Description

This unit covers the basic communication skills required to function effectively in the workplace

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

ICPSU262A Communicate in the workplace


1. Convey and handle information

Performance Criteria:

1.1  Gather, record and convey simple and routine information in a workplace related context
1.2  Personal interaction is courteous in a workplace related context
1.3  Queries are made clearly and concisely in a workplace related context
1.4  Correct procedures for location and storage of information are employed and the particular workplace practices are adhered to
1.5  Information is organised clearly, concisely and logically and complies with workplace practices
1.6  Workplace documents are completed clearly and accurately within a specified time
1.7  Time is used efficiently in a workplace related context 


2. Give and follow simple routine instructions

Performance Criteria:

2.1  Safe work practices are incorporated in the instructions
2.2  Instructions are accurate, clear, concise, comprehensive and are consistent with the skills of the receiver
2.3  Appropriate methods of instruction are selected
2.4  Interaction with others is efficient, effective, responsive, courteous and supportive
2.5  Prescribed sequences are adhered to in a workplace related context

2.6  Routine checking of own and others’ performance is exercised
2.7  Task is carried out in a workplace related context


3. Participate in small informal work groups

Performance Criteria:

3.1  Interaction is supportive, efficient, effective and courteous
3.2  Participation in discussions takes place in a workplace related context
3.3  Contributions are constructive in terms of the goal
3.4  Group decisions are understood and confirmed


4. Interact with clients

Performance Criteria:

4.1  Interact with clients within, and external to, an organisation about simple routine matters
4.2  Interaction is consistent with the needs of the organisation and the organisation is presented in a positive and client-centred way
4.3  Correct forms of greeting, identification and address are used according to enterprise practices
4.4  The needs of the client are clarified and noted where appropriate
4.5  Referral processes are followed to establish contact between client and appropriate personnel
4.6  Discretion and confidentiality are exercised where appropriate
4.7  Appropriate follow-up steps are taken according to enterprise customer service practices

Learning Outcomes

Details of Learning Activities


• Students will be given detailed information describing assessment tasks and performance standards expected.

• Students must achieve competency in all aspects of the assessment.

Students will undertake workplace related document gathering and investigate document , processes and procedures.
Accurately complete workplace related forms
Successful read and understand a machine manual
Role play simulated workplace situations demonstrating effective communication skills.

In the initial  introduction session students will be given an overview of the module .It will also provide the opportunity to clarify any issues that may arise.

Students will particapate in communication processes as they relate to the workplace.

A subsequent final interview will take place with each individual student when their off campus assigned activities will be handed in for assessment

Undertake workplace related research /investigation of documentation, processes and procedures.

Undertake workplace related research /investigation of documentation, processes and procedures.

Students unable to attend  must make arrangements with the program admnistration to receive appropriate directions to complete the requirements. Otherwise they may make application to re-enrol in this Competency later or next year. They should contact Administration ph 99259454

Teaching Schedule

Full years Part Time Program

Workshop 1 Introduction of program - 30th May 10am-3pm

Communications course starts in this week.
Workshop 2 10,11,12,13 June (On site at the Mill)

Workshop 3 & 4. 10-11th July 9.00am – 4.30pm
Workshop 5 8th August 9.00am – 4.30pm
Workshop 6 22nd August 9.00am – 4.30pm
Workshop 7 Moderation/validation meeting – 4th September 12pm-4-30pm
Workshop 8 5th September 9.00am – 4.30pm
Workshop 9 15, 16, 17, 18, 19th September 9.00am – 4.30pm attending at RMIT
Workshop 10 10 and 31 August 9.00am – 4.30pm
Workshop 11 12,13,14th September 10am-4pm

Assessment dates - individual time allocation with assessor (2.0 hours)
November 14th, 15th and 16th

Learning Resources

Prescribed Texts

Business Communication A Short Course
Shirley Mc Hugh & Jeannie Polard
Second Edition 1997

Communication in Business
Judith Dwyer
Person Education 2005


Communication for Business and the Professions
Patricia Hayes Andrews
John E. Braid Jr
Mc Graw Hill
7th Edition 2000

Communication Skills
H. Scheeres
D. Pinner
Pitman 2003

Other Resources

Overview of Assessment

  • Communicating clearly and precisely in a manner suitable to the work environment.
  • Demonstrate an ability to find and use information relevant to the task from a variety of information sources.
  • Assessment may take place on the job, off the job or a combination of these. Off the job assessment must be undertaken in a closely simulated workplace environment.
  • Working in small groups and reporting outcomes eg. OH&S Committee, Production Management meeting, contact with clients. giving simple instructions.
  • Written documents and oral reports and reports from colleagues which include:

• grammar and spelling
• correct use of relevant industry terminology
• diction and pronunciation
• understanding job specifications
• comprehension
• summarising

Assessment Tasks

Students will be required to complete the following assignments:
1 Collect and correctly fill out four (4) workplace documents.
2 Participate/ observe and record an interaction demonstrating courteous communication where:
• open questions  and closed questions are used
3 Research Non verbal communication and explain it’s role and impact on effective communication in the workplace
4 Write / give simple instructions to a trainee or co-worker incorporating safe work practices. Write or describe the likely dialogue
5 Using the above example as the basis, what alterations, adjustments or corrections would you make using the prescribed sequence method?
6 Participate in a small informal work group demonstrating supportive, efficient, effective and courteous involvement
7 Write/ present a summary of your experience and clearly establish both positive and negative influences on the groups effectiveness
8 Research the expected forms of interaction within an organisation and with outside clients so as to present the organisation in appositive client centred way
9 Research how routine client enquiries are handled in a workplace
10 Write a simple policy for new staff members explaining how to handle enquiries within and outside an organisation

Assessment Matrix

The program is  assessed as NYC  ( Not yet Competent ) or CA ( Competeny acheived ) no further grading is available

Each Element in the program will be assessed  and all must be competed to gain  the assessment  value of CA

Course Overview: Access Course Overview