Course Title: Provide information to customers
Part B: Course Detail
Teaching Period: Term2 2014
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
Jacqui Rumble
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
• Teacher directed delivery of lessons
• Class discussion
• Worksheets
• Group work
Teaching Schedule
Week # | Week beginning | Topics |
1 | 7 July |
Introduction Provide effective customer service - Identify client base - Maintaining good customer relations |
2 | 14 July | - Receive & Convey Messages |
3 | 21 July | - Give & Respond to Instructions |
4 | 28 July |
Provide Information: Business Writing - Write Effective Workplace Documents |
5 | 4 Aug | - Paraphrasing and Summarising |
6 | 11 Aug | - Write short reports |
7 | 18 Aug | REVISION - worksheets due 22nd August |
8 | 25 Aug | Exam week- no classes |
9 | 1 Sept | - Write business letters |
10 | 8 Sept | - Write memos and emails |
11 | 15 Sept | - Write technical documents |
22 Sept | student break | |
12 | 29 Sept | Work on Business Writing Portfolio (Portfolio due 10th October) |
13 | 6 Oct |
Collect, analyse and organize information - Plan and organise a meeting In-class assessment |
14 | 13 Oct | - Conduct a meeting In-class assessment |
15 | 20 Oct | - Conduct a meeting In-class assessment |
16 | 27 Oct | exam week |
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Assessments for this course typically consist of:
• Class activities
• Assignments
• Presentations
Assessment Tasks
1. In- class worksheets
2. Business writing portfolio
3. Organise & conduct a meeting- group task
Assessment Matrix
# | Assessment | week issued | Date due | value of final grade |
1 | In-class worksheets | 1-4 | 22nd August | 30% |
2 | Business Writing Portfolio |
5 | 10th October | 40% |
3 | Organise and conduct a Meeting (Group Activity) |
12 | 7th-24th October | 30% |
Other Information
Assessment information:
- Class participation will be observed and will be a consideration in the grading. Layout and presentation of assessment tasks will be a significant consideration
- To pass the course you need to pass, on average, each type of assessment (worksheets, reports, assignments, group work etc.). You can’t make up marks from one type of assessment to another (eg pass the assignement but fail the group work).
- Late work that is submitted without an application for an extension will not be corrected.
- 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 on the web http://mams.rmit.edu.au/seca86tti4g4z.pdf ) at least the day 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 (form available on the Web). For missed assessments such as exams- you (& your doctor if you are sick) must fill out a special consideration form. This form must be lodged at the HUB or online with supporting evidence (eg medical certificate), prior to, or within, 48 hours of the scheduled time of examination.
- In order to be successful in this course, you have to achieve a pass in all of the above assessment tasks. If you miss an assessment task due to unavoidable circumstances, you need to follow the procedure of special consideration and apply within the allowed time frame.
Course Overview: Access Course Overview