cluster book 4 - pink
TRANSCRIPT
Student Feedback Areas for Improvement
Satisfactory/Unsatisfactory
Trainee/Assessor Name: ……………………………………………………………….. Trainee/Assessor Signature: ……………………………..……………………………
WILSONTON STATE HIGH SCHOOL FSK20113 Certificate II Skills for Work and Vocational Pathways
Name: ___________________________
Teacher: _________________________
Date Completed: __________________
CLUSTER 4 – Communicate and Connect ‐ Pink
BSBCMM210 – Communicate in the Workplace FSKDIG03 – Use digital technology routine workplace practices
You will be given time to complete this booklet in class. You may also be required to use your own time. Assistance may be given with literacy and numeracy support.
Trainee/Assessor Guide
Reasonable Adjustment This section needs to be completed only if assessment piece has been modified/adjusted to suit the learning needs of the student. NOTE: This assessment piece has been modified to give assistance to the language, literacy, numeracy or other needs of the students. The following changes have been made:
Reading of text Scribing assistance Physical assistance
Assistance with data gathering Assistance with comprehension
Other ……………………………………………………………………………………………………………..
Title: FSK20113 Certificate II in Skills for Work and Vocational Pathways CLUSTER 4 – Communicate and Connect in the Workplace
Unit of Competency:
BSBCMM210 – Communicate in the Workplace FSKDIG03 – Use digital technology routine workplace practices
Student Name:
Assessor Name:
Start Date:
Resources Resources required will be provided by your teacher.
Student Declaration:
I declare:
The work submitted is my own work and has not been written for me by any other person.
Students Signature: Date:
Assessment Conditions/ Instructions and summary:
All items must be completed to a satisfactory standard to achieve competency for each unit in this cluster.
Assessment Task Date Received
Satisfactory Not Satisfactory
1 Portfolio
Assessor Signature:
Date:
Feedback to Learner:
PORTFOLIO AND OBSERVATION CHECLIST Students will complete the following
assessment tasks: Mapping Satisfactory Unsatisfactory
1 Mr Bean Body Language video and questions
BSBCMM201
2 Communication – Non‐verbal BSBCMM201
3
Non‐verbal Communication video and questions PART A
BSBCMM201 FSKDIG03
Non‐verbal Communication – Five ways to use body language PART B
BSBCMM201
4 Business Correspondence BSBCMM201 FSKDIG03
5
Email Activity PART A BSBCMM201 FSKDIG03
Email Activity PART B BSBCMM201 FSKDIG03
Email Activity PART C BSBCMM201 FSKDIG03
Email Activity PART D BSBCMM201 FSKDIG03
Email Activity PART E BSBCMM201 FSKDIG03
6 Texting ‐ Abbreviations BSBCMM201 FSKDIG03
7 Message Taking – Role Play BSBCMM201 FSKDIG03
8 Complete Quotes – Workplace Forms FSKDIG03
9 Bullying and Violence at Work BSBCMM210
10 Privacy and Ethics at Work BSBCMM210
11 Anti‐Discrimination Legislation – Jacobs story video and questions
BSBCMM210
12 Unique Student Identifier (USI) FSKDIG03
13 Learner Unique Identifier (LUI) FSKDIG03
Students must attain a satisfactory result for all items on this checklist in order to achieve competency for BSBCMM210 & FSKDIG03
Activity 1 – Body Language – Mr Bean Video
Mr Bean is well known for his crazy antics. Watch the episode of Mr Bean at:
The Curse of Mr Bean https://www.youtube.com/watch?v=7Im2I6STbms Answer the following questions
How many words does Mr Bean says in this episode?
What messages did you get?
How do people react to his activities?
Why do people laugh at Mr Bean?
Activity 2 – Communication – Non‐verbal What is body language? Body language is comm_______ with parts of your body; usually your eyes, face, hands/fi_____, arms, and body pos_____. It can be positive, e.g. smiling and nodding, or negative such as frowning or cr_______ your arms. How is body language used? During communication, both the sender and the receiver are subco___________ evaluating and interp_______ the body language being used. During the communication process we are influ_____ in the following way.
Sounds (e.g. laughing)
Ways of talking (e.g. pauses, stress on
words)
Posture (e.g. slouching)
Closeness (e.g. invading someone’s
space)
Non‐verbal Communication/ Body Language
Appearance (e.g. untidiness)
Body contact (e.g. shaking hands)
Head movements (e.g. Nodding)
Facial expressions (e.g. frown)
Eye movements (e.g. winking)
Hand movements (e.g. Waving)
Effectiveness of Spoken Communication As seen in the diagram provided on the previous page, body language plays a subc____ role in our communications, far greater than the actual verbal _________ we are trying to communicate. It is ess_______ that we understand how to interpret and use body language ______________. As body language is interpreted at a subc______ level by the receiver it is necessary to be aw___ of the message you are giving your customers. For example, a sales assistant who speaks whilst pointing a finger at the customer often has their actions interpreted as an angry gesture. We all need to be aware of the different ways cultures inter_____ body language. For example, in some cultures personal space is very different, and standing too close can make some people unco___________.
Activity 3 – Non‐verbal Communication Video PART A Watch “Friends Non Verbal Clues” https://www.youtube.com/watch?v=OvEci5Bjgd4 Once you have finished watching the video, answer the questions below and ask your assessor/teacher to sign below stating you have watched the video. Teacher Signature: __________________ Date:_____________ 1. What is ‘Non‐Verbal’ Communication? 2. List the 8 non‐verbal clues highlighted in the video. 3. What percentage of our understanding of a conversation comes from non‐verbals? 4. Describe in a paragraph how non‐verbal communication could affect you at work.
1. 5.
2. 6.
3. 7.
4. 8.
Activity 3 – Five Ways to Use Body Language PART B Match the terms with the meanings and provide examples:
Be aware of your personal space
Use gestures
Maintain eye contact
Use posture
Use facial expressions
Terms Definition Give an example
When speaking with someone, about half the
time should be spent looking at the other person’s eyes.
Face the other person and lean towards them slightly,
to indicate you are interested in what they are
saying.
In Australia, a comfortable distance is about one metre, but in some other cultures it may be less or more than
this.
Show the person you are listening by looking
interested.
Nod occasionally to show that you understand.
Activity 4 – Business Correspondence In the corresponding boxes identify the most suitable type of business correspondence/technology that can be used to complete the workplace activity. You may respond with more than one type of correspondence.
Workplace activity Type of correspondence/technology
1. Applying for a job Letter/e‐mail attachment
2. Booking a conference room at a hotel
3. Telling colleagues to attend a meeting
4. Ordering stationery
5. Telling colleagues about a new member of staff
6. Complaining about a delivery service
7. Thanking a customer
8. Sending out a meeting agenda
9. Resigning
10. Apologising to an important business contact
Activity 5 – Email Activities PART A Examine the e‐mails below and answer the questions which follow.
Questions a) Who is the e‐mail to? b) Who is it from? c) Is there a full signature? d) Who has received a copy? (It’s not frank) e) Is there a clear subject heading that explains what the email is about? f) Why was it sent? g) What action is required of the reader? h) Is the tone appropriate? i) What do you think to the abbreviations?
Send TO [email protected]
CC:
SUBJECT: order
Hi frank,
just to let u know that the computers for your info centre are here for you. call me or e‐mail me when we can drop them off.
hope 2 hear from u soon
pete
Read the email below. It is an example of how the email should have been written, demonstrating good organisational standards of style, format and accuracy.
PART B Instructions: The email below is from Frank Sony who has replied to Peter Phillips about the delivery of the computers. However, the e‐mail needs to be improved. Your task is to re‐write the email on the following page.
Send TO [email protected]
CC:
SUBJECT: Order ok 456 three computers
Dear Mr Sony,
I am pleased to tell you that the three computers you ordered for the Information Centre have
now arrived and are available for immediate delivery.
Please could you let me know by phone or e‐mail when it would be convenient for us to deliver the
computers to you.
I look forward to hearing from you soon.
Best wishes,
Pete
Peter Phillips General Manager Phillips Computers
Send TO [email protected]
CC:
SUBJECT: order
Hi Pete,
THX for your MSG. IDK what the best time is to drop them off ATM. perhaps tomorrow morning or
the afternoon, what is best for u? I wall call you L8R.
frank
Think about the features of a business email, including the example provided on the
previous page with the style guide and re‐write the message below.
Send TO [email protected]
CC:
SUBJECT:
PART C
Find out what CC stands for (use the internet:
Where would you use it?
Find out what BCC stands for:
Why would you use it?
Send TO
CC:
BCC:
[email protected];[email protected];[email protected];[email protected];mariehenders
[email protected];[email protected];[email protected];[email protected];gmiller@
datastreamnet.com;george‐n‐
[email protected];[email protected];[email protected];[email protected];[email protected]
SUBJECT:
PART D
Email programs allow you to save emails in folders. Match the folders listed below with the correct definitions.
Inbox
This folder shows you the messages
that have been sent by you.
Outbox or unsent messages
This folder contains the messages you may still be working on and will be transferred to the ‘Outbox’ at a
later date for sending.
Sent
This folder shows you the messages you have composed and have yet
to be sent.
Delete or trash
This folder shows you all the
messages that you have deleted from the other folders.
Draft
This folder shows the messages you
have received.
PART E
You are likely to receive emails with attachments. Email attachments include:
Documents of various types
Photos
Video clips
Web links
Executive programs
You will know that the email received has an attachment by the icon that looks like a ‘paperclip’ at the top, side or bottom of the message.
ATTACHMENT FILE TYPES
In order to open an attachment you would need the proper application program. The type of program required can normally be assessed by the ‘filename extension’. A file name is a ‘code’ so to speak at the end of a filename.
Example: mapping.docx the ‘docx’ after the name tells us that it is a Word document and when opened the Word application will be used. Following is a list of common filename extensions and how they are opened. You are to write the filename with its correct description.
.gifor.jpegor.tif .zip .exe
.docor.docx .pdf xls or .xlsx
.avior.mp3or.movor.mpgor.au
This is a ‘Portable Document File’ a program developed by Adobe Software. To open a .pdf you would require an Acrobat Reader, which is a free downloadable application.
These are sound and/or video files and would be opened by media players such as Microsoft Media Player or Quick Time.
These are graphic files and would require a graphic converter application. There are many available that are free and downloadable. Most office application software suites such as Microsoft Office have built in graphic converters.
This is a Word document and can be opened by Microsoft Word programs or compatible applications.
This means the file is a spreadsheet and can be opened by a spreadsheet application such as Microsoft Excel.
Compressed files requiring a program to ‘unzip’ or decompress the files. Most new operating systems have this feature built in.
This is a program file and can be opened by most Windows applications. This needs care as it can hold a hidden virus.
Activity 6 – Texting
Text messages are becoming increasingly popular as a method of business communication.
Sending a text message to a cus_____er is in no way the same as sending a text to your friends. You may think this sounds totally obvious, but it is really worth pointing out as it’s all too easy to forget and you’ll put kisses at the end!
Rule One – No Text Speak The first rule to consider is No Text Speak. No ‘m8’ or lack of punctuation. Rule Two – Be Professional You must remember why you are texting – it’s probably about a meeting or a job. This is especially true if you are sending a group text. It needs to be more f_____mal than usual
Rule Three – Check your Spelling There is no excuse for spelling mistakes, even on a text message. Check your business texts far more thoroughly than you would a personal text. Think about who you’re sending it to and keep you la_________ge appropriate to the audience. Rule Four – Think About Timing Many people keep their mobiles with them all the time, including beside their beds if they use them late at night or as an alarm clock. Consequently, while mobiles a perfect way to get a hold of someone quickly (you can also find that you’re contacting someone when they are asleep) – sending texts and making calls ‘out of hours’ doesn’t always look profe______al. Conclusion Mobile phones and text messages are part of our everyday lives now. Not only is sending text messages often considered ch_____ than any sort of communication but it is also ins_____t. If you use business text messaging sensibly and follow the above four rules, you will find that it is a very effective method of modern communication.
Instructions: Replace the following abbreviation with the correct words.
ABBREVIATION CORRECT ENGLISH
2moro
2nite
BRB
BTW
B4N
BCNU
BFF
CYA
FWIW
GR8
ILY
IMHO
J/K
L8R
LMAO
LOL
NP
OIC
OMG
ROTFL
THX or TX or THKS
TLC
TMI
TTYL
WYWH
XOXO
Avoid abbreviations. Abbreviations look casual and are not business like.
Some colleagues (especially if they are much older) may not understand the abbreviations.
Some abbreviations may not cross the cu______al boundaries, which is an issue if you’re working with a multilingual team.
Some abbreviations are a definite no‐no. If you wouldn’t say WTF in full in a business conversation, don’t put it in a business text message.
In most cases, it’s just as easy to type out the entire word, particularly if you’re using a mobile keyboard with a good autoc_________ function.
Don’t text during meetings. Don’t text when you’re supposed to be paying att_______ion to what’s going on in the room. Whether you’re in a meeting discussing business face to face or watching a presentation, hunching over your phone to send surreptitious text message is just plain ru___. You would be offended if people did it you while you were presenting, so don’t do it to anyone else.
Activity – 7 Taking accurate messages at work is essential to the smooth running of the team. Below are some steps for answering the telephone. What step would you do first? Write numbers from 1 to 6 in the left‐hand column in the order you would do the steps.
NUMBER DESCRIPTION
Greet the caller with a pleasant voice.
Finish the call pleasantly.
Answer the call promptly.
Have a sharpened pencil or pen and message pad ready.
Say your name and the name of your store.
Write down the caller’s name and message.
Your teachers will role play a call with you where the staff member is absent. Make sure you answer the call in a professional manner and complete the ‘Telephone Message’ below. Use the current date and time and ensure you write your name at the bottom of the message.
TO:____________________ DATE:__________________ TIME:__________________ WHILE YOU WERE OUT M__________________________________ OF_________________________________ PHONE:_____________________________ MESSAGE:_______________________________________________________________________________________________________________________________________________________
o Telephone o Came to see you o Returned your call o Please call o Will call again o Wants to see you
Activity 8 – Complete Quotes – Workplace Forms
You have a job as an office assistant at Green Gardens. You have been asked to provide a quote to Brad Brightside for mowing and lawn maintenance. Use the first example for Jane Jones as a guide.
Use today’s date. Example 1 has been done for you: Jane Jones. 29 Murdoch Street, Pipers Place.
Please quote for mowing and edging a small lawn.
Your turn:
2. Brad Brightside. 55 Junior Street, Milsons Point.
Please quote for mowing and edging a large lawn plus hedge trimming a large hedge and for top dressing their lawn.
3. Karen Vaughan. 19 Brooks Rd, One Mile.
Please quote for large garden mulching and fertilizing. Use the information from the price list below to fill in the quote template. Please use customers SURNAME and First Initial for REF (reference).
Green Gardens Price List
Mowing Large lawn ‐ $40.00 with edging ‐ $50.00 Small lawn ‐ $30.00 with edging ‐ $40.00
Hedging Large hedge ‐ $30.00 Small hedge ‐ $25.00
Garden bed Large garden ‐ $35.00 Small garden ‐ $25.00 Top Dressing Large lawn ‐ $45.00 Small lawn ‐ $35.00
Fertilizing $20.00
(all prices are to have 10% GST added)
EXAMPLE 1
Quotation Green Gardens Email: [email protected]
Quotation Number: 1 Ref: Jones, J Date: today’s date
To Jane Jones Address 29 Murdoch Street, Pipers Place
Description Quantity Amount
Mowing and edging – small lawn 1 40 00
Sub total
Add GST (10%)
40 4
00
00
Total $44 00
Authorized Signature
Notes/Comments:
EXAMPLE 2
Quotation Green Gardens Email: [email protected]
Quotation Number: Ref: Date:
To Jane Jones Address 29 Murdoch Street, Pipers Place
Description Quantity Amount
Sub total
Add GST (10%)
Total
Authorized Signature
Notes/Comments:
EXAMPLE 3
Quotation Green Gardens Email: [email protected]
Quotation Number: Ref: Date:
To Jane Jones Address 29 Murdoch Street, Pipers Place
Description Quantity Amount
Sub total
Add GST (10%)
Total
Authorized Signature
Notes/Comments:
Activity 9 – Bullying & Violence at Work Consider the following information from The Workplace Health and Safety Act QLD 2012.
Purpose of the WHS Act The WHS Act provides a framework to protect the health and safety and welfare of all workers at work and of other people who might be affected by the work. The WHS aims to:
Protect the health and safety of workers and other people by eliminating or minimising risks arising from work or workplaces.
Ensure fair and effective representation, consultation and cooperation to address and resolve health and safety issues in the workplace.
Encourage unions and employer organisations to take a constructive role in improving working health and safety practices.
Assisting businesses and workers to achieve a healthier and safer working environment.
Promote information, education and training on work health and safety.
Provide effective compliance and enforcement measures.
Deliver continuous improvement and progressively higher standards of work, health and safety.
In furthering these aims, regard must be had to the principal that workers and other persons should be given the highest level of protection against harm to their health, safety and welfare from hazards and risks arising from work as reasonably practicable. For these purposes ‘health’ includes physiological health as well as physical health.
Instructions: Read the Scenario below and answer the following questions. You will need to use two of the points listed on the previous page in your answer.
1. What are the major issues described in this workplace scenario?
2. What should Jeff do?
2. What should Jeff do? 3. How can Jeff get help?
Activity 10 – Privacy and Ethics at Work Instructions: Read the scenario below and answer the following questions.
1. Did Amy do the right thing? YES NO *Circle the correct answer* Explain your answer:
2. What should you have done if you were in Amy’s positon?
Jeff has been working as a labourer at Mick’s Party Hire for just over a year. He has a hearing disability but wears a hearing aid and is able to communicate effectively in his workplace. He has found most people he works with to be friendly and good natured. Recently, Mick’s Party Hire has invested in some big marquees which are being hired out for weddings and they have become very popular. Mick has had to hire two new workers. The new workers are quite friendly with each other but often talk behind Jeff’s back or make fun of him by making rude comments about how he speaks and pretend not to understand him. More recently, the new workers have left Jeff to lift heavy equipment on his own and refused to help him, saying they were busy elsewhere or didn’t understand him. On one occasion Jeff strained his back lifting a large table. They have also played practical jokes on Jeff, getting him to move equipment to the wrong area or sending him to the wrong address. Jeff is feeling that the new workers are having a negative effect on his self‐esteem and his ability to do his job.
a. b. c.
Your friend, Amy, works in the office and often has to organise the employer’s emails. Amy has told you that last week she was organising the employer’s emails and she read an email from head office saying that several people in your office were going to lose their jobs. One of the employees whose name was mentioned in the email was Amy’s friend John. Amy couldn’t help herself and told John that he would probably be losing his job.
3. What should John do?
4. Does Amy’s behaviour breach any privacy or ethical issues? If so, how?
5. What are the possible consequences for Amy’s actions?
Activity 11 – Anti‐Discrimination Legislation
Jacob’s Story Watch the video at: https://www.youtube.com/watch?v=sppRs5tPLsU
Answer the following questions
1. What was the legislation that the college was found to be in breach of?
2. How long did Jacob’s parents have to fight for?
3. Finish this sentence In the 1970s and early ‘80s many deaf people couldn’t ……………………………………………………… 4. What is the name of the sign language that Jacob and his friends knew and needed access
to?
Teacher Signature for watching video…………………………………………….. Date………………………….
Activity 12 – Unique Student Identifier (USI)
All students at Wilsonton State High School are completing VET (Vocational Education
Training) subjects. To be issued with a certificate from VET subjects you must have a USI
number.
Creating a Unique Student Identifier (USI) will only take a few minutes and it’s free. You only
need to create a USI once and it will stay with you for life. After you create your USI, you then
need to give it to each training provider you train with when you enrol.
If you have already created a USI please write it below (CLEARLY)
USI NO:
If you do NOT have a USI number you will need to create one by going to www.usi.go.au.
Click ‘Create my USI’ and follow the prompts. You will need a valid form of ID – birth certificate, Medicare card, passport or drivers license. The USI number will be sent to your mobile number as a text or to your email. When you have the number, write it clearly on the line above.
Activity 13 – Learner Unique Identifier (LUI)
Every student is issued with a LUI number which is printed on your student ID card and on the homepage of your school computer. This number allows you to track your progress via the Student Connect webpage. STUDENT CONNECT gives you access to your learning account and results, as well as information and links to help you explore your future education, training and career pathways.
www.studentconnect.qcaa.qld.edu.au FIRST LOGON The initial password is the first 4 digits of your date of birth e.g. 6 March is 0603. A new password will then need to be made. Show your teacher/assessor that you have logged on to student connect.
Teacher Signature:………………………………………………………. Date:………………………………….