Course Title: Provide information to customers
Part B: Course Detail
Teaching Period: Term2 2015
Course Code: MKTG7831C
Course Title: Provide information to customers
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C5282 - Diploma of Laboratory Technology (Biotechnology)
Course Contact: Amberlee Mitton
Course Contact Phone: (03) 9925 8053
Course Contact Email: amber.mitton@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Muriel Aldunate - Teacher
Contact: muriel@burnet.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
This unit of competency has no prerequisites.
Course Description
This unit of competency covers the ability to respond to both internal and external inquiries of a specialised technical nature. The advice and information requested will require the gathering of information, such as trend analysis, collection of data and samples, confirmation of validity of results, revision of plans or product advice additional to that on data sheets.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
MSL915001A Provide information to customers |
Element: |
1. Assess the request for information and/or advice |
Performance Criteria: |
1.1 Clarify and confirm the source, nature and priority of the request |
Element: |
2. Prepare response |
Performance Criteria: |
2.1 Locate and obtain required information if available |
Element: |
3. Provide information and/or advice |
Performance Criteria: |
3.1 Ensure that information is accurate, relevant and complies with enterprise/statutory requirements |
Element: |
4. Record details of the request and response |
Performance Criteria: |
4.1 Record all information details accurately in accordance with enterprise procedures |
Learning Outcomes
Details of Learning Activities
• Class presentations
• Class Discussions
• Class Activities
• Worksheets
Teaching Schedule
Week | Week Beginning | Topic |
9. | 7 Sep | Provide effective customer/patient service |
10. | 14 Sep |
Writing effective workplace documents Paraphrasing and summarising |
11. | 21 Sep | Oral presentations |
12. | 28 Sep | Writing technical documents: short reports |
13. | 5 Oct | Plan and organise a meeting |
14. | 12 Oct | Administrative writing: memos, emails and letters |
15. | 19 Oct | Conduct a meeting assessment DUE |
16. | 26 Oct | EXAM WEEK (no class) |
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Assessments for this course typically consist of:
• Class activities
• Assignments
• Presentations
Assessment Tasks
Number Assessment Due Week Weighting % of final mark
1. Class participation Ongoing 20%
2. Organise and conduct a meeting Week 15 30%
3. In class group work Weeks 13, 14 and 15 30%
4. In class worksheets Ongoing 20%
Assessment Matrix
Please see blackboard
Other Information
• This course is graded in accordance with competency-based assessment, but which also utilise graded assessment
- CHD Competent with High Distinction (80 – 100%)
- CDI Competent with Distinction (60 – 79%)
- CC Competent with Credit (50 – 59%)
- CAG Competency Achieved – Graded (0 – 49%)
- NYC Not Yet Competent
- DNS Did Not Submit for assessment
- To pass the course you need to pass each type of assessment. You can’t make up marks from one type of assessment to another (e.g. pass one assessment but fail another).
- Late work that is submitted without an application for an extension (see below) will not be corrected.
- APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK - A student may apply for an extension of up to 7 days from the original due date. They must lodge the application form (available online http://www1.rmit.edu.au/students/assessment/extension) at least 24 hours before the due date. The application is lodged with the School Admin Office on Level 6, Bdg 51. Students requiring longer extensions must apply for SPECIAL CONSIDERATION.
- For missed assessments such as oral presentations- you (& your doctor, if you are sick) must fill out a special consideration form. This form must be lodged online with supporting evidence prior to, or within, 48 hours of the scheduled time of examination http://www1.rmit.edu.au/students/specialconsideration
Course Overview: Access Course Overview