1 BASIC COMPETENCY Participate in Workplace Communication

COMPETENCY BASED LEARNING MATERIALS

TOURISM (HOTEL AND RESTAURANT)

Sector:

BARTENDING NC II

Qualification:

BASIC: Participate in Workplace Communication

Unit of Competency:

Module Title:

PARTICIPATE IN WORKPLACE COMMUNICATION

Prepared by:

SPCD Faculty Technical Education and Skills Development Authority SAMSON POLYTECHNIC COLLEGE OF DAVAO Davao City

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Welcome to the learner’s guide for the module: Participate in Workplace Communication. This learning material contains activities for you to complete. The unit of competency “Participate in Workplace Communication” contains the knowledge, skills and attitudes required for BARTENDING NC II as BASIC Unit of Competency. You are required to go through a series of learning activities in order to complete each learning outcomes of the module. In each learning outcome there are Instruction Sheets to help you better understand the required activities. Follow these activities on your own and answer the self-check at the end of each learning outcome. You may remove a blank answer sheet at the end of each module (or get from your facilitator/trainer) to write your answers for each selfcheck. If you have questions, don’t hesitate to ask your facilitator for assistance. Instruction sheets: •

Information Sheet – This will provide you with information (Concepts, principles and other relevant information) needed in performing certain activities.

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Job Sheet – This is designed to guide you how to do job that will contribute to the attainment of the learning outcome.

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Assignment Sheet – The assignment sheet is a guide used to enhance (follow up) what you have learned in the information sheet, operation sheet or job sheet.

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Worksheet – are the different forms that you need to fill up in certain activities that you performed

Recognition of Prior Learning (RPL) You may already have some or most of the knowledge and skills covered in this learner’s guide because you have: • Been working for some time • Already completed training in this area If you can demonstrate to your trainer that you are competent in a particular outcome, you don’t have to do the same training again. Talk to your trainer about having them formally recognized. If you have a qualification or certificate of competence from previous training, show it to your trainer. If the skills you acquired are still current and relevant to the unit/s of competency they may become part of the evidence you can present for RPL. If you are not sure about the accuracy of your skills discuss this with your trainer. Code No 50031110 5

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After completing this module ask your trainer to assess your competency. Result of your assessment will be recorded in your competency profile. All the learning activities are designed for you to complete at your own pace. Inside this learner’s guide you will find the activities for you to complete and at the back are the relevant information sheets for each learning outcome. Each learning outcome may have more than one learning activities. At the back of this learner’s guide is a Learner’s Diary. Use this diary to record important dates, jobs undertaken and other workplace events that will assist you in providing further details to your trainer or an assessor. A Record of Achievement is also provided for your trainer to complete once you complete the module.

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UNIT OF COMPETENCY:

BASIC: PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE:

PARTICIPATE IN WORKPLACE COMMUNICATON

Competency-Based Learning Material

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PARTICIPATE IN WORKPLACE COMMUNICATION

Prepared and Compiled By:

INSTRUCTIONS PRE-REQUISITE MODULES. Before you start this Module, you must already have finished the Modules on the following: •

Develop and update industry knowledge, Observe workplace hygiene procedures and perform workplace and safety practices Code No

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In this module you will learn and practice how to PARTICIPATE IN WORKPLACE COMMUNICATION. To do this, you must do the following activities: 1.

Read and analyze carefully the elements, performance criteria and range of variables of the unit of competency: Participate in Workplace Communication Follow the Instructions/ Learning Steps of each Activity Sheet found before each Learning Outcome of this module. After performing all the activities, ask trainer for the feed backing if you are ready to undergo assessment. When you are ready, ask your facilitator for an assessment.

2. 3. 4.

MODULE DESCRIPTOR: This module covers the knowledge, skills and attitudes in Participate in Workplace Communication. LEARNING OUTCOMES: Upon completion of this module, you should be able to: Learning Outcome 1:

Obtain and convey workplace communication

Learning Outcome 2:

Participate in workplace meetings and discussions

Learning Outcome 3:

Complete relevant work related documents

PREREQUISITE KNOWLEDGE AND SKILLS: Trainee must have already finished the following modules: •

None–

LEARNING OUTCOME NO. 1: OBTAIN AND CONVEY WORKPLACE COMMUNICATION Learning Activity 01: Code No 50031110 5

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Learning Steps

Resources

1. Read Info Sheet on OBTAINING AND CONVEYING WORKPLACE COMMUNICATION

Info Sheet 1: OBTAINING AND CONVEYING WORKPLACE COMMUNICATION

2. Perform Self Check Questionnaire.

Self Check Questionnaire 1.

3. Refer to Answer Key.

Answer Key 1.

4. After finishing this Learning Activity, proceed to the next one.

Information Sheet 1: Effective Communication in the Workplace Why is communication important in management and leadership? Communication is essential for effective functioning in every part of an organization. Although marketing, production, finance, personnel, and Code No 50031110 5

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maintenance departments may receive direction from corporate goals and objectives, communication links them together and facilitates organizational success. The importance of effective communication for managers cannot be overemphasized for one specific reason: everything a manager does, involves communicating. Communication is needed to increase efficiency, satisfy customers, improve quality, and create innovative products. Effective communication is so important for organizational success that not only managers, but also their employees must be effective communicators. One role of a manager is to help employees improve their communication skills. When all members of a team, department, or organization are able to communicate effectively with each other and with people outside their group, they are much more likely to perform well. The successful manager, therefore, needs effective communication skills. What is communication? Communication is the sharing of information between two or more individuals or groups to reach a common understanding. The most important part of this definition is that the information or ideas conveyed must be understood. To see what this definition means in practice, consider giving or receiving incomplete information. With only a partial understanding, problems will occur. Good communication is often incorrectly defined by the communicator as agreement instead of clarity of understanding. If someone disagrees with us, we may often assume the person just did not fully understand our position; but a person can clearly understand us and simply not agree. In fact, when a manager concludes that a lack of communication must exist because a conflict between two employees has continued for a long time, a closer look often reveals that, to the contrary, plenty of effective communication is going on. Each fully understands the other's position, but their communication does not necessarily produce agreement. What are the two phases of the communication process? The communication process consists of two phases. • •

the transmission phase the feedback phase

In the transmission phase, information is sent from one individual or group-the sender-to another individual or group-the receiver. In the feedback phase, a common understanding is assured. What is the transmission phase of communication?

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To begin the transmission phase, the sender decides on the message, which is the information the sender wants to communicate. The sender translates the message into symbols or language, a process called encoding. Once encoded, a message is transmitted through a medium to the receiver. The medium is simply the pathway, such as a phone call or letter, through which an encoded message is transmitted to a receiver. What is the feedback phase of communication? The feedback phase is initiated by the receiver, who becomes the new sender. The receiver decides what message to send to the original sender (now the new receiver), encodes it, and transmits it through a chosen medium. The message might contain a confirmation that the original message was received and understood, or a restatement of the original message to make sure that it was correctly interpreted, or a request for more information. How does perception impact communication? Perception is the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them. Perception is inherently subjective and influenced by people's personalities, values, attitudes, moods, experience, and knowledge. When senders and receivers communicate with each other, they are doing so based on their own subjective perceptions. Perception plays a central role in communication and affects both transmission and feedback. The encoding and decoding of messages and even the choice of a medium hinge on the perceptions of senders and receivers. What is nonverbal communication? The encoding of messages into words, written or spoken, is verbal communication. Nonverbal communication includes all messages encoded without using written or spoken language. Nonverbal communication shares information through facial expressions, body language, and even style of dress. Physical elements such as buildings, office furniture, and space also convey messages. Office arrangements convey status, power, and prestige. Pay close attention to nonverbal behaviors when communicating. Learn to coordinate your verbal messages with your nonverbal behavior and to be sensitive to what your employees, managers, and peers are saying nonverbally. It is easy to underestimate the powerful impact that nonverbal communication has on the perceptions of others. Nonverbal messages can undermine contrary verbal or written messages. A message can be given meaning only in a context, and cues or signals are easy to misinterpret. When should I use one-to-one (face-to-face) communication?

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Most of a manager's communication time is spent one-on-one, or face-to-face, with employees. Face-to-face communication provides immediate feedback and is the richest information medium because of the many information channels available through voice, eye contact, posture, blush, and body language. It is the appropriate medium for delegating tasks, coaching, disciplining, instructing, sharing information, answering questions, checking progress toward objectives, and developing and maintaining interpersonal relations. Managers also spend one-on-one, face-to-face time communicating with their managers, colleagues, and peers. When should I communicate via the telephone? Telephone or spoken communications electronically transmitted provide only the cue of voice inflection, not the visual cues available from face-to-face interaction. The amount of time spent on the telephone varies greatly with the job. Before making any call, you should always set an objective and write down what you plan to discuss. Use the paper to write notes during the call. The telephone is the appropriate medium for quick exchanges of information and for monitoring progress. It is especially useful for saving travel time, but it is inappropriate for personal matters like discipline. When should I use written communication? Individually addressed written communications convey only the cues written on paper and are slow to provide feedback, although they can be personalized. Written communications meant for a group of people are the lowest in richness, as they are not focused on a single receiver, use limited information cues, and do not permit easy feedback. They do, however, provide documentation that the information has been provided. You and your employees can ask certain questions before sending messages inside and outside the organization. How does technology affect communication? Exciting advances in information technology have dramatically increased the speed of communication. You can now communicate more easily with your teams and can access information more quickly to make decisions. In order to be competitive, you should keep abreast of the latest advances in information technology. But you should not adopt these or other advances without first carefully considering whether and how the technology advance in question might improve communication and performance in your particular groups, teams, departments, or organization.

What are the different types of communication networks? Code No 50031110 5

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The pathways along which information flows throughout an organization are called communication networks. The type of communication network that exists in a group depends on the nature of the group's tasks and the extent to which group members need to communicate with each other in order to achieve group goals. Four kinds of communication networks that can develop in groups and teams are: • • • •

wheel chain circle all-channel

Workplace communication skills are not acquired in a day but it really needs practice and will to do it from inside. Effective workplace communication not only helps you in saying and expressing yourself correctly but also one of the ladders to grab higher position. Effective workplace communication skills present you and your thoughts as a perfect person for the job. So communicating properly and in a right way is important in every sphere of life. Organize Your Thoughts If you are not an organized person then before speaking it is better to manage and organize what your are going to speak. If it is an instant talk then you can speak at slow speed (but it should not be too slow) so that you can work on your thought. But if you have time then it is better to manage your thoughts first. Like you can pen down what you are thinking and then arrange them in an order so that it becomes an effective workplace communication. Listen and Observe Things Check the people around you who talk effortlessly and very effectively. Observe what and how they are presenting their thoughts while speaking to others both professionally and personally. Then ask yourself certain questions based on this whether you are confident enough to present your thoughts and ideas in a similar manner or not. Do not try to copy but find out the difference between and work on the gap.

Do not React Immediately You are into a conversation and other person is saying something on which your reaction is required. Make sure that you do not interrupt in between the talk. Wait, manage your words and then speak. Think about positive as well as negative points.

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Read a Lot This is absolutely necessary and true that if you have knowledge then you can speak effectively and so reading should be considered as an important and effective workplace communication skill. By reading quality articles not only related to your job but also on other issues will help you a lot in gaining knowledge on diverse topics. Therefore after regular reading you will have so many things and thoughts to share.

Be Confident It is your first time when you will be facing the audience while delivering a speech. You are nervous, which is obvious. But apart from this you will have to be confident. Think about all the positive points and person you think has a positive influence on your life. This will give boost to your confidence. Have Right Body Language Now you have all the above mentioned qualities but this one is missing. It means that you are destroying all other things as it is an icing on the cake. You body language must be parallel to your communication and this is also considered as an effective workplace communication skill. Maintain the right posture and stiff shoulders to show that you are ready for the conversation. At workplace never sit in a relaxed way. Have a Good Command on the Language Now which so ever language you are using to converse in the office you must have command over that. Make sure to have good vocabulary and ways to frame and re-frame the sentences in various ways. Apart from this make your personality very appealing for good workplace communication skills. By following all these you can really improve your communication skills at workplace.

THREE MAIN SKILLS Employers highlighted three skills needed by all workers: teamwork, flexibility, and communication. Since many workplaces are currently organized according to a matrix system, an employee no longer has a specific job. Instead, his or her skills —especially in graphics, computers, or oral presentations—make the worker a Code No 50031110 5

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valued member of a team. These three skills are essential for the matrix worker, since he or she must work well with others and be able to switch easily from team to team, depending on the project. Several companies stressed another employment factor: good attendance. Some employers stressed repeatedly that weak attendance policies in school are not helping to train workers for the reality of work policies. A final quality many stressed was a positive attitude in the interview and on the job. Most would not hire an applicant who lacked enthusiasm.

WRITTEN COMMUNICATION Oral communication is the mode of choice in most workplaces today; the paper memo is dead, replaced by voice mail, informal conversation, and sometimes Email or fax-mail. But two writing tasks still loom before the entry level worker: Writing reports and filling out forms. For example, many companies these days are seeking certification in a variety of world class standard programs, like ISO or QS 9000, an automotive quality certification. These certifications require extensive documentation. Workers have to fill out reports that ask them to describe exactly what they do and how they do it. The service industries also fill out countless reports, such as service orders, patient care reports, and lab reports. Some entry-level employees, like administrative assistants, may be responsible for compiling or even composing some parts of a formal report. The smaller the company, the more likely that an administrative assistant may be asked to do such tasks. Some companies also like to "grow their own" managers by extending such responsibilities to entry-level personnel, encouraging them to accept the challenge. ORAL COMMUNICATION We can see that employees still need written communication skills. Yet interpersonal oral communication skills are the ones most prized by employers in the new informal workplace atmosphere. Some employers, even test technicians in their ability to follow oral directions. Employees who work with the public or closely with teams need skills in empathy and feedback techniques, especially in fields such as customer service, criminal justice, medical, and legal. Critical thinking and the ability to function as part of a problem-solving group are also skills that employers look for. At IBM, for instance, the team members have to sell their ideas to management to receive funding. Simple conversational skills are also important in the workplace. Some employers mention telephone etiquette as an important skill. The same annoyances we suffer from poor voice mail messages are cited by employers, who hate to waste time tracking down a telephone number to return a message.

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The ability to interview to get important information is also a necessary skill. Service people must interview clients to write a work order. Legal secretaries who work for small firms often must interview witnesses. Police officers gather details of crime, medical office personnel collect information on insurance, and incorrect information may lead to trouble or even litigation later on. Entry-level employees are likely to deliver at least some formal presentations. The most typical is leading tours. Often this task of leading around groups of Cub Scouts or teachers falls to those lower on the roster, although executives will lead tours for visiting dignitaries. Even large group presentations are required of some entry-level people. Rookie police officers are assigned DARE and Community Watch presentations. They will also have to testify in court. A legal secretary may have to ask for a continuance in a courtroom if an attorney is detained across town. An administrative assistant is likely to serve as a greeter and introduce speakers at formal functions. TECHNOLOGY Written and oral communication skills are very important in today's high-powered workplace, but employees must also be able to use modern technology to communicate. The technologies most often used for communication are voice mail, E-mail, fax, and word processing. The employers surveyed preferred the Microsoft 3-pack of Excel, Word, and PowerPoint, a preference that seems to mirror national trends. Business use of CD-ROM and Internet is more restricted; in many companies, only certain workstations have access to the Internet. The assumption is that employees may waste time surfing. Some industries, such as automotive, store specifications on CD-ROM. The medical and legal field also retrieve data from ROM, so students in these programs need to be comfortable with CD-ROM technology.

10 TIPS TO IMPROVE WORKPLACE COMMUNICATION Effective Workplace Communication Tips

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1. Set up an atmosphere for communicating. Everyone gets to say what they want, nobody is punished, and everyone is safe to say what they want with no fear of retribution. It’s important to set up an environment where people actually can participate freely without having to worry that it will affect their jobs. You can’t just say you have an open door policy; you have to demonstrate that you really will follow through. 2. Everyone agrees to listen and only person talks at a time. When someone speaks other people simply listen. There should be no advice giving, rebuttals or contradicting. Everyone gets a chance to say what they want. Stick to these guidelines in order to create an atmosphere where people respect each other and commit to listening to one another without the usual chaos that ensues in regular meetings. 3. Everyone agrees that there is no such thing as a wrong comment or dumb question. Think about how you feel when your point of view is crushed. It’s very important, and productive, to validate people’s input. It doesn’t really matter whether they are wrong or right and you don’t have to implement their ideas. The point is simply to help people feel important by accepting their comments. 4. Everyone agrees to talk about the same amount of time. No one person monopolizes the conversation. No one person is more important than another. Level the playing field by limiting the demoralizing effect of one person standing there talking endlessly while everyone else is asleep. Make sure everyone has voice. 5. We agree to communicate with each other respectfully, with a calm tone of voice, without harsh language and with no derogatory comments. Louder isn’t always better or more effective. It’s much more enjoyable to talk calmly and give yourself a chance to relax instead of always being agitated. 6. We agree that any information that is communicated will not be used against someone or to make them feel bad. We promise to not use information to hurt other people and that we will be a workplace that values individuals’ input. 7. Keep it simple. Say what you mean, say it briefly and constructively. People fall in love with the sound of their own voices and forget that other people have equally important things to say. Say what you want to say and then get out of the way. Practice saying things briefly, you will eventually get good at it and be able to devote your time to more enjoyable pursuits. 8. Leave any personal agendas out of the meeting. When people come in with a predetermined outcome in mind it tends to derail the whole group.

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9. Keep an open mind and redirect the conversation when you notice that someone is trying to settle a score or is aggressively advocating for a personal issue. 10. Keep it positive. Communication ideally builds a positive atmosphere that promotes solutions rather than only gripe sessions. Remember to model positive behavior so that everyone follows your lead. Keep the tone upbeat and people will have a hard time staying cranky. Once you follow all of these concepts you will be on your way to communicating effectively. Each one takes practice and commitment from all parties involved. Practice each area (one at a time) until you master it. At first, you will notice resistance and people may even think you are nuts. Over time people will enjoy the new, calmer way of doing things and you will get more work done. When you have mastered all of them you will experience the peace of mind that comes from communicating effectively. Read more: http://socyberty.com/work/10-tips-to-improve-workplacecommunication/#ixzz0xCB4Y9QC

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1. is a process that allows organisms to exchange information by several methods. Communication requires that all parties understand a common language that is exchanged with each other. 2. Are the auditory means, such as speaking, singing and sometimes tone of voice, and nonverbal, physical means, such as body language, sign language, paralanguage, touch, eye contact, or the use of writing. 3. Language •

•

is a system of symbols and the rules used to manipulate them. Though commonly used as a means of communication among people, human language is only one instance of this phenomenon.

Nonverbal communication •

is the process of transmitting messages without spoken words, sometimes called body language, messages can be communicated through facial expressions; gestures; and posture

Body Language •

is a term for communication using body movements or gestures instead of, or in addition to, sounds, verbal language or other communication.

Paralanguage •

•

may be expressed consciously or unconsciously, and it includes the pitch, volume, and, in some cases, intonation of speech. It forms part of the category of paralanguage, which describes all forms of human communication that are not verbal language

Why Communications Skills Are So Important • •

the purpose of communication is to get your message across to others clearly. communication is only successful when both the sender and the receiver understand the same information as a result of the communication.

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•

Although all of us have been communicating with others since our infancy, the process of transmitting information from an individual (or group) to another is a very complex process with many sources of potential error.

Consider the simple example: • •

Terry: "I won't make it to work again tomorrow; because I have a morning sickness due to my pregnancy Boss: Terry, this is the third day you've missed and you have a lot of things to do in the house? Who will do this?

Barriers to Effective Communication • •

The choice of words or language in which a sender encodes a message will influence the quality of communication. language is a symbolic representation of a phenomenon, room for interpretation and distortion of the meaning exists.

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• • • •

defensiveness, distorted perceptions, guilt, project, transference, distortions from the past misreading of body language, tone and other non-verbal forms of communication (see section below) noisy transmission (unreliable messages, inconsistency) receiver distortion: selective hearing, ignoring non-verbal cues

FORMS OF COMMUNICATION a. Verbal - The meaning of words can be altered significantly by changing the intonation of one's voice. Think of how many ways you can say "no"-you could express mild doubt AND terror. Vocal meanings vary across cultures. Intonation in one culture can mean support; another anger Types of Verbal Communication 1. Speaking – Speech communication refers to the processes associated with the production and perception of sounds used in spoken language. 2. Writing – is the representation of language in a textual medium; that is with the use of signs or symbols. – It is distinguished from illustration such as cave drawings and paintings. b. Non-Verbal - is facial expressions like smiles, gestures, eye contact, and even your posture. Nonverbal communication is made up of the following parts: o Visual - This often called body language and includes facial expression, eye movement, posture, and gestures. The face is the biggest part of this. All of us "read" people's faces for ways to interpret what they say and feel. o Tactile - This involves the use of touch to impart meaning as in a handshake, a pat on the back, an arm around the shoulder, a kiss, or a hug. o Vocal - The meaning of words can be altered significantly by changing the intonation of one's voice. Think of how many ways you can say "no"-you could express mild doubt AND terror. Vocal meanings vary across cultures. Intonation in one culture can mean support; another anger. you can make another person more comfortable with you by selecting and emphasizing certain behaviors that fit within your personality and resonate with another. o Use of time, space, and image – o

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Start by Understanding Your Own Communication Style • • •

Good communication skills require a high level of self-awareness. Understanding your personal style of communicating will go a long way toward helping you to create good and lasting impressions on others. you can make another person more comfortable with you by selecting and emphasizing certain behaviors that fit within your personality and resonate with another.

Be An Active Listener • •

People speak at 100 to 175 words per minute (WPM), but they can listen intelligently at up to 300 words per minute. gain information, obtain directions, understand others, solve problems, share interest, see how another person feels, show support, etc.

Use Nonverbal Communication •

are facial expressions like smiles, gestures, eye contact, and even your posture.

Give Feedback • •

what we hear can be amazingly different! is a verbal communications means used to clearly demonstrate you are actively listening and to confirm the communications between you and others.

Supportive and effective listener • • • • • • • • • •

Stop Talking: Asks the other person for as much detail as he/she can provide; asks for other's views and suggestions. Looks at the person, listens openly and with empathy to the employee; is clear about his position; be patient Listen and Respond in an interested way that shows you understand the problem and the other's concern is validating, not invalidating ("You wouldn't understand"); acknowledge other's uniqueness, importance checks for understanding; paraphrases; asks questions for clarification don't control conversation; acknowledges what was said; let's the other finish before responding Focuses on the problem, not the person; is descriptive and specific, not evaluative; focuses on content, not delivery or emotion Attend to emotional as well as cognitive messages (e.g., anger); aware of non-verbal cues, body language, etc.; listen between the lines React to the message, not the person, delivery or emotion Make sure you comprehend before you judge; ask questions

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• •

Use many techniques to fully comprehend Fight distractions

Communication process • • • • • • •

Sender encoding channel decoding receiver feedback context

Source As the source of the message, you need to be clear about why you're communicating, and what you want to communicate. Message •

The message is the information that you want to communicate.

Encoding •

This is the process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end. Code No

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•

Your success in encoding depends partly on your ability to convey information clearly and simply, but also on your ability to anticipate and eliminate sources of confusion (for example, cultural issues, mistaken assumptions, and missing information.)

Channel •

Messages are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos and reports.

Decoding •

Just as successful encoding is a skill, so is successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.

Receiver • •

Your message is delivered to individual members of your audience. To be a successful communicator, you should consider these before delivering your message, and act appropriately.

Feedback • •

Your audience will provide you with feedback, verbal and nonverbal reactions to your communicated message. Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message.

Context •

The situation in which your message is delivered is the context.

Effective Use of Questioning •

• • • • • • •

Questioning can..... arouse curiosity stimulate interest in the topic clarify concepts emphasize key points enhance problem-solving ability encourage students to think at higher cognitive levels motivate student to search for new information ascertain students’ knowledge level to aid in modifying instruction

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• • • •

ASK ONE QUESTION AT A TIME ASK FOCUSED QUESTIONS. AVOID LEADING QUESTIONS. AFTER YOU ASK A QUESTION, WAIT SILENTLY FOR AN ANSWER.

Figure 1. The Five Competencies on Achieving Necessary Skills Resources: Identifies, organizes, plans, and allocates resources 1. Time—selects goal-relevant activities, ranks them, allocates time, and prepares and follows schedules 2. Money—uses or prepares budgets, makes forecasts, keeps records, and makes adjustments to meet objectives 3. Material and Facilities—acquires, stores, allocates, and uses materials or space efficiently 4. Resources—assesses skills and distributes work accordingly, evaluates performance, and provides feedback Interpersonal: Works with others 1. Participates as Member of a Team—contributes to group effort 2. Teaches Others New Skills 3. Serves Clients/Customers—works to satisfy customers' expectations 4. Exercises Leadership—communicates ideas to justify positions, persuades and convinces others, responsibly challenges existing procedures and policies 5. Negotiates—works toward agreements involving exchange of resources, resolves divergent interests 6. Works with Diversity—works well with men and women from diverse backgrounds Information: Acquires and uses information 1. Acquires and Evaluates Information 2. Organizes and Maintains Information 3. Interprets and Communicates Information 4. Uses Computers to Process Information Systems: Understands complex interrelationships 1. Understands Systems—knows how social, organizational, and technological systems work and operates effectively with them 2. Monitors and Corrects Performance—distinguishes trends, predicts impacts on systems operations, diagnoses deviations in systems' performance, and corrects malfunctions 3. Improves or Designs Systems—suggests modifications to existing systems and develops new and alternative systems to improve Code No 50031110 5

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performance Technology: Works with a variety of technologies 1. Selects Technology—chooses procedures, tools or equipment including computers and related technologies 2. Applies Technology to Task—understands overall intent and proper procedures for setup and operation of equipment 3. Maintains and Troubleshoots Equipment—prevents, identifies, or solves problems with equipment, including computers and other technologies Basic Skills: Reads, writes, performs arithmetical and mathematical operations, listens, and speaks 1. Reading—locates, understands, and interprets written information in prose and in documents such as manuals, graphs, and schedules 2. Writing—communicates thoughts, ideas, information, and messages in writing; and creates documents such as letters, directions, manuals, reports, graphs, and flow charts 3. Arithmetic/Mathematics—performs basic computations and approaches practical problems by choosing appropriately from a variety of mathematical techniques 4. Listening—receives, attends to, interprets, and responds to verbal messages and other cues 5. Speaking—organizes ideas and communicates orally Thinking Skills: Thinks creatively, makes decisions, solves problems, visualizes, knows how to learn, and reasons 1. Creative Thinking—generates new ideas 2. Decision Making—specifies goals and constraints, generates alternatives, considers risks, and evaluates and chooses best alternative 3. Problem Solving—recognizes problems and devises and implements plan of action 4. Seeing Things in the Mind's Eye—organizes, and processes symbols, pictures, graphs, objects, and other information 5. Knowing How to Learn—uses efficient learning techniques to acquire and apply new knowledge and skills 6. Reasoning—discovers a rule or principle underlying the relationship between two or more objects and applies it when solving a problem

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Personal Qualities: Displays responsibility, self-esteem, sociability, selfmanagement, integrity and honesty 1. Responsibility—exerts a high level of effort and perseveres towards goal attainment 2. Self Esteem—believes in own self-worth and maintains a positive view of self 3. Sociability—demonstrates understanding, friendliness, adaptability, empathy, and politeness in group settings 4. Self Management—assesses self accurately, sets personal goals, monitors progress, and exhibits self-control 5. Integrity/Honesty—chooses ethical courses of action

a.

Barriers to effective communication include:     

b.

our choice of channel, whether it be spoken or written word or by illustration our perception of the message and the perception of the receiver the self-esteem of both the sender and receiver the attitudes of both the sender and receiver the environment in which the communication is taking place.

Important components or points of a spoken communication are: • • • •

our facial expression/s contribute 55% of the message the way we speak contributes 38% of the message (our tone, volume and rate of speech) only 7% of the message is conveyed by the actual words spoken.

c.

Feedback is important when giving or receiving instructions because it makes it clear to both the sender and the receiver that the message as intended is fully understood.

d.

Individual team members can help the team by: •

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• • • • • •

helping communication between individuals and within the group listening effectively respecting other team members point of view mediating in conflict situations relieving tension, and monitoring the group or teams performance.

SELF CHECK QUESTIONNAIRE No. 1

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1. What are the three skills needed by all workers in obtaining and conveying workplace communication? 2. The technologies most often used for communication are voice mail, Email, fax, and word processing 3. What are the steps in improving communication skills at the workplace? 4. What are the forms of communication? 5. Non-verbal communication is made up of what parts? 6. What is communication? 7.

Effective Workplace Communication Tips

8. 1. Set up an atmosphere for communicating. Everyone gets to say what

they want, nobody is punished, and everyone is safe to say what they want with no fear of retribution. It’s important to set up an environment where people actually can participate freely without having to worry that it will affect their jobs. You can’t just say you have an open door policy; you have to demonstrate that you really will follow through. 9. 2. Everyone agrees to listen and only person talks at a time. When someone speaks other people simply listen. There should be no advice giving, rebuttals or contradicting. Everyone gets a chance to say what they want. Stick to these guidelines in order to create an atmosphere where people respect each other and commit to listening to one another without the usual chaos that ensues in regular meetings. 10. 3. Everyone agrees that there is no such thing as a wrong comment or dumb question. Think about how you feel when your point of view is crushed. It’s very important, and productive, to validate people’s input. It doesn’t really matter whether they are wrong or right and you don’t have to implement their ideas. The point is simply to help people feel important by accepting their comments. 11. 4. Everyone agrees to talk about the same amount of time. No one person monopolizes the conversation. No one person is more important than another. Level the playing field by limiting the demoralizing effect of one person standing there talking endlessly while everyone else is asleep. Make sure everyone has voice. 12. 5. We agree to communicate with each other respectfully, with a calm tone of voice, without harsh language and with no derogatory comments. Louder isn’t always better or more effective. It’s much more enjoyable to talk calmly and give yourself a chance to relax instead of always being agitated. 13. 6. We agree that any information that is communicated will not be used against someone or to make them feel bad. We promise to not use information to hurt other people and that we will be a workplace that values individuals’ input. Code No 50031110 5

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14. 7. Keep it simple. Say what you mean, say it briefly and constructively. People fall in love 15. with the sound of their own voices and forget that other people have equally important things to say. Say what you want to say and then get out of the way. Practice saying things briefly, you will eventually get good at it and be able to devote your time to more enjoyable pursuits. 16. 17. 8. Leave any personal agendas out of the meeting. When people come in with a predetermined outcome in mind it tends to derail the whole group. 18. 9. Keep an open mind and redirect the conversation when you notice that someone is trying to settle a score or is aggressively advocating for a personal issue. 19. 10. Keep it positive. Communication ideally builds a positive atmosphere that promotes solutions rather than only gripe sessions. Remember to model positive behavior so that everyone follows your lead. Keep the tone upbeat and people will have a hard time staying cranky. 20. e.

Non-verbal communication is made up of the following parts: o Visual - This often called body language and includes facial expression, eye movement, posture, and gestures. The face is the biggest part of this. All of us "read" people's faces for ways to interpret what they say and feel. o Tactile - This involves the use of touch to impart meaning as in a handshake, a pat on the back, an arm around the shoulder, a kiss, or a hug. o Vocal - The meaning of words can be altered significantly by changing the intonation of one's voice. Think of how many ways you can say "no"-you could express mild doubt AND terror. Vocal meanings vary across cultures. Intonation in one culture can mean support; another anger. you can make another person more comfortable with you by selecting and emphasizing certain behaviors that fit within your personality and resonate with another. o Use of time, space, and image -

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ANSWER KEY 1. The following are the three skills needed by employees in obtaining and conveying workplace communication: a. Teamwork b. Flexibility c. Communication 2. The technologies often used in communicating are: a. voice mail b. E-mail c. Fax d. word processing 3. The steps in improving communication skills at the workplace are: a. Organize Your Thoughts b. Listen and Observe Things c. Do not React Immediately d. Read a Lot e. Be Confident f. Have Right Body Language g. Have a Good Command on the Language 4. The forms of communication are a. Verbal b. Non-verbal 5. Nonverbal communication is made up of the following parts: a. b. c. d. 6.

Visual Tactile Vocal Use of time, space, and image –

Communication is the sharing of information between two or more individuals or groups to reach a common understanding.

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• • • • • • • • • •

Set up an atmosphere for communicating. Everyone agrees to listen and only person talks at a time. Everyone agrees that there is no such thing as a wrong comment or dumb question. Everyone agrees to talk about the same amount of time We agree to communicate with each other respectfully, with a calm tone of voice, without harsh language and with no derogatory comments. We agree that any information that is communicated will not be used against someone or to make them feel bad. Keep it simple Leave any personal agendas out of the meeting. Keep an open mind and redirect the conversation when you notice that someone is trying to settle a score or is aggressively advocating for a personal issue. Keep it positive.

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LEARNING OUTCOME NO. 2: PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSION

Learning Activity 02: Learning Steps

Resources

5. Read Info Sheet on PARTICIPATING IN WORKPLACE MEETINGS AND DISCUSSION

9. Info Sheet 2: PARTICIPATING IN WORKPLACE MEETINGS AND DISCUSSION

6. Perform Self Check Questionnaire.

Self Check Questionnaire 2.

7. Refer to Answer Key.

Answer Key 2.

8. After finishing this Learning Activity, proceed to the next one.

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Information Sheet 2: Practice Business Meeting Etiquette: Proper Etiquette and Manners

By Donna Reynolds Business meeting etiquette is basically good common sense, but one that takes a little practice. If your meeting (as many of them are) is to discuss a business plan, then you'll benefit from being prepared. Certainly, we can all identify what not to do when planning and/or attending a meeting, but often what we really need is a set of guidelines or rules of etiquette as to how to do this successfully. Here are some business etiquette tips to help. Attending a Meeting: 1. Be on time. Always arrive a few minutes before the meeting is set to

2.

3.

4. 5.

6.

7.

begin. This indicates respect for the person planning the meeting and shows that you are organized. Be prepared. Before the meeting, be sure to read any related material or review policies and procedures that will be addressed. You will be much better able to provide valuable input. Bring a notebook and pen. It's proper manners to give the speaker your undivided attention. Even if you don't take a single note, this will show that you are interested in the agenda and serious about your role at the meeting. Participate. When the chairperson asks for feedback and you feel that you have something to contribute, be sure to do so. Ask questions as well. Be polite and attentive. Never engage in cross-talk in a meeting and be courteous to the person who has the floor. Listen to what is being said and resist the urge to argue with anyone. Conduct yourself professionally. Meetings are a great place to let people know that you are serious and have something to offer. If you display proper etiquette and manners, this message will be sent. Use this opportunity to demonstrate your knowledge and understanding. Thank the chairperson. It's such a little thing, but thanking the person who organized the meeting is not only good etiquette, it is also a sign of respect.

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Running a Meeting: 1. Plan ahead. If you are responsible for calling a meeting, plan ahead before sending out the meeting notification. Make sure that all interested parties are invited.

2. Set a clear agenda. In your

meeting invitation, clearly state the agenda of the meeting. List the action items and request that attendees come prepared to address these issues. Attach related documentation for review and request input.

3. Set a time limit. In today's business environment, everyone is busy. By

setting a clear time limit, you are showing that you respect your coworkers' need for time management as well as your own. 4. Dress professionally. You want to be taken seriously, and appearance is important. Even if it is "casual Friday," wear appropriate business apparel.

5. Encourage punctuality. Never be late to your own meeting! Set an

example and plan to be in the room a few minutes before the start time. 6. Manage the meeting. Stick to the agenda and keep an eye on the time.

Politely discourage cross-talk and make sure that every person has an opportunity to speak. Move the agenda along, but not so fast as to miss key points. If the meeting goes off-topic, remind the group of the agenda at hand and suggest that unrelated matters be addressed at another time.

7. Avoid engaging in petty bickering or arguments. Remain calm and

diplomatic, no matter how heated the discussion may become. This portrays your good manners to the group. 8. Summarize. At the end of the meeting, sum up the action items and if

necessary, request another meeting.

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9. Follow-up. Once the meeting is over, follow up with all attendees. Send a

list of action items, resolutions and issues that remain open. Thank people for taking the time to attend, and request feedback.

Types of meetings in an organization are divided into 5 categories. 1- Briefing meetings 2- Business meetings 3- Planning meetings 4- Consultation meetings 5- Review and Evaluation meetings

TEN TIPS IN HAVING A GREAT PROJECT MEETING 1.

Inform and remind team of purpose just before meeting

By informing attendees just before they are not only less likely to forget it but they will also come with any material or information needed to support the discussion topics. 2. Minimize participants Invite only those who are truly needed. As the number of participants goes up so does the tendency to get bogged down. Often, those who are not needed will show up to obtain any information resulting from the meeting. 3. Establish and follow an agenda As a rule, every meeting should have an agenda that has at least three points; the topics, the time allocated for each topic, and the “talker,” the one who is taking the lead for a given topic. 4. State the purpose and intended outcome Meeting leaders should not assume that everyone automatically understands the meeting purpose and the desired outcomes. By stating them clearly at the beginning, it will get the meeting started quickly and keep it on track. Code No 50031110 5

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5. Attempt to involve each team member Meetings can often get off balance when a few attendees do all the talking and dominate the discussions. The meeting leader should attempt to involve each member to ensure that group synergy occurs. 6. Use diagrams, pictures and graphics The adage, “a picture is worth a thousand words” is no truer than in meetings. They can reduce meeting durations by as much 28%. Whenever practical, encourage participants to use diagrams, pictures and graphics instead of handing out pages full of text. 7. Park important but unrelated topics There may be times when an important topic, which is not on the agenda, will come up. Rather than divert the focus of the meeting, it may be better to list (park) the topics for another meeting. 8. Record action items, actionees, and due dates Many times meeting discussions are very interactive but if the results are not translated into action items may fail to be productive. Almost every meeting should conclude with a) a description of actions to be taken, b) who has accepted the action, and c) when the action item is to be completed. 9. Issue a brief written meeting summary Taking a few minutes to document a meeting can go a long way. By summarizing a) who attended, b) main topics discussed, c) conclusions reached, and d) actions to be taken, information will be easily recorded and disseminated. Meeting summaries should be kept to one page containing “bullet-type” statements. 10. Periodically measure the effectiveness of the project meetings When project meetings begin being held many meetings will often be the most ineffective due to new participants, circumstances, unfamiliarity with roles, etc. By periodically measuring a meeting’s effectiveness, they can often be brought to a higher level of efficiency. SELF CHECK QUESTIONNAIRE

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1. Give ten (10) Effective Workplace Communication Tips 2.

What are the communication?

examples

of

nonverbal,

physical

means

of

3. What are the 5 categories in terms of types of organizational meetings?

4. Name business etiquette tips in attending a meeting

5. What are the good etiquettes in attending meetings in the work place?

ANSWER KEY 1. The ten tips of effective workplace communication are the following: • Set up an atmosphere for communicating. • Everyone agrees to listen and only person talks at a time. • Everyone agrees that there is no such thing as a wrong comment or dumb question. • Everyone agrees to talk about the same amount of time. Code No 50031110 5

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•

5. We agree to communicate with each other respectfully, with a calm tone of voice, without harsh language and with no derogatory comments. • We agree that any information that is communicated will not be used against someone or to make them feel bad. • Keep it simple. Say what you mean, say it briefly and constructively. • Leave any personal agendas out of the meeting. • Keep an open mind • Keep it positive. 2. The non-verbal, physical means of communication include: • body language • sign language • paralanguage • touch • eye contact • or the use of writing. 3. The Types of meetings in an organization which are divided into 5 categories are: • 1- Briefing meetings • 2- Business meetings • 3- Planning meetings • 4- Consultation meetings • 5- Review and Evaluation meetings 4. The following are some business etiquette tips • • • • • • •

5.

Be on time Be prepared. Bring a notebook and pen Participate Be polite and attentive Conduct yourself professionally Thank the chairperson

In attending work place meetings the following are considered good etiquettes: • • • • • • •

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Be on time Be prepared Bring a notebook and pen Participate. Be polite and attentive Conduct yourself professionally Thank the chairperson

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LEARNING OUTCOME NO. 3: COMPLETE RELEVANT WORK RELATED DOCUMENTS As a future industry worker you will need to be familiar with administrative protocols relating to how forms and documents are completed, used and stored. Administrative tasks that you will be expected to perform will most likely include preparing documents and completing forms in accordance with government legislation and regulations, and also with organizational policies and procedures. Code No 50031110 5

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It is expected that at the end of this section you should be able to: • • •

select the appropriate form for your purpose complete workplace forms and documents in accordance with organizational protocols and procedures follow organizational protocols and procedures for the submission of personal documents.

Workplace forms and documents Most business operations rely on complete and accurate workplace documents for communication, information management and record keeping. Your role may require you to write emails and letters, and complete documents and reports. Determine authorizations and permissions You might prepare documents to be signed by delegated persons, or be authorized to sign certain documents yourself. Some information is protected by privacy and confidentiality policies that determine who can see it. Identify any rules and formats that apply Organizations are often specific about how to present formal correspondence and case management notes, as well as reporting and record keeping, including for legal purposes. Workplace guidelines, templates and forms are often provided to ensure that these tasks are completed correctly. Check your information thoroughly Misleading, incorrect or missing information is not only frustrating for the people who process or refer to the information; it could have client service, financial, duty of care or reporting implications for which your organization is legally liable. If you are in rural or regional areas, incorrect information could delay important processes that could severely affect your client. If you are unsure how to fill out forms or complete documentation, always ask – don’t guess. Administrative protocols A protocol is simply a set of rules that describe the standard way to approach a task. Following administrative protocols means that you perform tasks in accordance with your organization’s policies, procedures and expectations. Some of the areas covered by administrative protocols may include:

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• • • • •

designated officers required to approve or sign a document timeframes set for completion or submission restrictions on who can access or use the information storage and archiving requirements obtaining comparative quotes for goods or services.

Selecting appropriate forms Your day-to-day duties may require you to complete a range of forms, for example, personal time sheets and leave forms, business forms such as purchasing orders, and case-related forms such as client registration forms, referral forms and client contact records. These forms range in complexity, audience, format and formality. •

• • • • •

You need to be able to select the appropriate form for your purpose and complete it accurately. The example below shows the forms that you might need to complete a purchasing process. The process and forms used by your organization may be different. Obtain quotations – complete fax cover sheet and quotation form Order goods – complete a requisition/purchase order Accept goods – sign a delivery sheet Inventory – enter goods into inventory. Select from the list below to see some examples of forms that are relevant to your future organization (samples):         

Authorization to Act Client registration form Confidentiality form Equipment checklist Induction checklist Message form Requisition form Timesheet Volunteer driver form

Communicating your message On occasion, you may be required to develop a new form or document for a specific purpose. The format you choose will be determined by the preference of your organization. Whatever format you choose, pay particular attention to how well your document conveys your message, through: • • •

its purpose, message and audience the layout of the information use of headings and paragraphs to make the document easy to read

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•

use of logos, disclaimers, privacy and copyright statements.

Form/document title

Purpose

Who signs

Feedback Your documents could include: •

client registration forms, contact registers, client letters, case reports

•

purchase orders, invoices

•

HR forms, leave forms, timesheets, rosters

•

meeting minutes, management reports

•

any other forms that you complete in your workplace.

Activity: Administrative protocols This activity can be completed as described below, or you could look at other workplace protocols that are relevant to your job and describe one of those instead. Make sure you discuss it with your teacher or trainer first.

Find out about the protocols for purchasing supplies and equipment in your organization and complete the following: A. Make a list of the documents used for purchases involving: a. use of petty cash b. ordering from a preferred supplier c. obtaining quotes from suppliers d. receiving goods on delivery e. paying for goods and services. Code No 50031110 5

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B. List the staff members responsible for the approval/sign-off of the documentation needed for each of these purchasing processes. Activity: Select and complete forms This activity can be completed using any of the example forms provided with this resource. You could also use forms from your workplace – discuss this with your teacher or trainer first.

A. Find and complete a workplace form relating to each of following scenarios: •

registering a client referred to your parenting course

•

recording your work hours

•

taking a new staff member through the induction process.

B. Write a brief statement identifying the protocols and procedures that apply. C. Complete each form using fictional (made up) details. If there is any part of the process that you are unsure of, or you don’t understand what details are required by the form, ask your supervisor for advice. Activity: Communicating your message Choose two examples of written workplace communication and identify the following: •

purpose

•

topic

•

format

•

audience.

Organizational policies and procedures Procedures provide specific guidelines for completing a task, such as filling out and submitting a form. The procedures are normally based on organizational policy, which deals with broad issues, roles and functions relating to the specific area, such as case management, workplace safety or purchasing. If you are unsure of the policies or procedures that apply in your workplace, ask a more experienced co-worker to assist you, or refer to your organization’s

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guidelines or manuals. Procedures you must follow may be similar to the following examples: • •

Grievance process Staff appraisal process

Case example You have written a letter to a client and pass it to the receptionist to include with the daily mail. He asks you who approved the letter, and then explains that there are specific procedures for sending letters. These are in place to ensure that all communication with clients is professionally presented and in line with client management policies. You learn that there is a template you must use – a pre-formatted document on letterhead, with instructions for content wording. There is also a process of proofreading and approval before the letter can be sent. Case example A colleague has an accident at work. There is an accident/incident report form and other documents that must be filled out. This ensures that the organization complies with workplace health and safety (WHS) legislation. The WHS policy that guides this process is supported by procedures for recording information and processing the necessary forms. Feedback Your documents could include: •

client registration forms, contact registers, client letters, case reports

•

purchase orders, invoices

•

HR forms, leave forms, timesheets, rosters

•

meeting minutes, management reports

•

any other forms that you complete in your workplace.

Activity: Administrative protocols This activity can be completed as described below, or you could look at other workplace protocols that are relevant to your job and describe one of those instead. Make sure you discuss it with your teacher or trainer first. Find out about the protocols for purchasing supplies and equipment in your organization and complete the following: Code No 50031110 5

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D. Make a list of the documents used for purchases involving: f. use of petty cash g. ordering from a preferred supplier h. obtaining quotes from suppliers i. receiving goods on delivery j. paying for goods and services. E. List the staff members responsible for the approval/sign-off of the documentation needed for each of these purchasing processes. Activity: Select and complete forms This activity can be completed using any of the example forms provided with this resource. You could also use forms from your workplace – discuss this with your teacher or trainer first.

F. Find and complete a workplace form relating to each of following scenarios: •

registering a client referred to your parenting course

•

recording your work hours

•

taking a new staff member through the induction process.

G. Write a brief statement identifying the protocols and procedures that apply. H. Complete each form using fictional (made up) details. If there is any part of the process that you are unsure of, or you don’t understand what details are required by the form, ask your supervisor for advice. Activity: Communicating your message Choose two examples of written workplace communication and identify the following: •

purpose

•

topic

•

format

•

audience.

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Consider whether the selected documents are suited to their purpose? Could they be improved in any way? Feedback • • • •

Purpose should be stated in the content of the document. Topic should be evident as a heading or introductory text. Formats should describe whether it is a print or online document, formal or informal, a form, letter or brochure. Audience may be stated, or evident in the format, language and style of the communication.

Workplace activity: Organizational procedures Choose two examples of workplace forms and identify the policies and procedures that apply.

Feedback Your examples could have included: •

Purchase order form – Purchasing policy, procedure for ordering stores

•

Consent form (under 18s) – Client management policy, client registration procedures

•

Hazard report form – WHS policy, procedure for reporting a hazard.

All of the forms that you complete in your workplace will be guided by policies and/or procedures. Personal documents Personal documents are any documents that contain information about a specific person, for example, a completed performance appraisal form is a personal document, while an invoice for stores is not. Other examples of personal documents include: Code No 50031110 5

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•

Human resource management documents containing personal information about staff, for example, staff records, payslips, certificates, tax forms, and performance appraisals.

•

Case-related documents that contain personal information about clients, for example, Centrelink forms, medical reports, release of information consent forms, proof of Aboriginality, agency referrals, agency contract agreements, and case notes.

•

Personal documents that need to be sighted for official purposes, for example, birth certificates, driving licenses, Blue Cards, Disability Services Positive Notice Cards, visas, and qualifications.

Your organization will have protocols and procedures in place to maintain a client’s legal right to privacy. All forms that relate to a client should be considered as being of a personal nature. Every organization will have different practices for storing information. It is important that you fully understand how this is done in your organization, and why.

Workplace policies and procedures for storage and access of information provide a guide for workers to follow, and if you are conscientious in adhering to these, information can be kept secure and in good order, and will be easily accessible to those who need it. At the end of this section you should be able to: • • • •

keep information in accordance with organizational guidelines provide access to information to appropriate individuals maintain confidentiality and security of information report breaches of confidentiality to the appropriate person.

To function as an effective and productive member of your organization, it is important that you know how to select equipment that is appropriate for the task, and then use it in accordance with designated instructions. The maintenance of that equipment is also critical to ensure that it is always operational. At the end of this section you should be able to: •

select and use equipment appropriate to the task according to organizational procedures and manufacturers’ instructions

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• • •

store and dispose of equipment and materials in accordance with organizational procedures deal with issues and problems arising from the operation of equipment in accordance with organizational protocol undertake training to use particular equipment as needed.

Self Check Questionnaire 3: 1. Make an example of a list of the documents used for purchases 2. What are Personal documents? 3. What are other examples of personal documents ?

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Answer Key:

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1. The following are examples of a list of the documents used for purchases: •

use of petty cash

•

ordering from a preferred supplier

•

obtaining quotes from suppliers

•

receiving goods on delivery

•

paying for goods and services.

2. Personal documents are any documents that contain information about a specific person, for example, a completed performance appraisal form is a personal document, while an invoice for stores is not.

3. Other examples of personal documents include: o

Human resource management documents containing personal information about staff, for example, staff records, payslips, certificates, tax forms, and performance appraisals.

o

Case-related documents that contain personal information about clients, for example, Centrelink forms, medical reports, release of information consent forms, proof of Aboriginality, agency referrals, agency contract agreements, and case notes.

o

Personal documents that need to be sighted for official purposes, for example, birth certificates, driving licenses, Blue Cards, Disability Services Positive Notice Cards, visas, and qualifications.

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