tlie307c - participate in basic workplace communications - learner guide
TRANSCRIPT
TLIE307C Participate
in basic workplace
communications
Learner Guide
Contents
What this Learner’s Guide is about ........................................ 1 Planning your learning ........................................................... 2 How you will be assessed ...................................................... 4
Section 1............................................................................................. 5 Foundation for effective collection and communication of information ............................................................................. 5
Section 2........................................................................................... 21 Completing standard workplace forms................................. 21
Additional resources....................................................................... 37
Feedback on activities .................................................................... 41
TLIE307C Participate in basic workplace communication
© Australian National Training Authority 2003 Page 1 Customised and Developed by Armstrong’s Driver Education P/L ADELG1005
What this Learner’s Guide is about
This Learner’s Guide is about the skills and knowledge required to participate effectively in basic workplace communication including communicating information about routine tasks, processes, events or skills, participating in group discussions to achieve appropriate work outcomes, and representing views of a group to others.
The Elements of Competency from the unit TLIE307C Participate in basic workplace communication covered in this Learner’s Guide are listed below.
Communicate information about routine tasks, processes, events or skills
Participate in group discussions to achieve appropriate work outcomes
Represent views of the group to others
This unit of competency is from the Transport and Logistics Training Package (TLI07).
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Planning your learning
It is important to plan your learning before you start because you may already have some of the knowledge and skills that are covered in this Learner’s Guide. This might be because:
• you have been working in the industry for some time, and/or
• you have already completed training in this area.
Together with your supervisor or trainer use the checklists on the following pages to help you plan your study program. Your answers to the questions in the checklist will help you work out which sections of this Learner’s Guide you need to complete.
This Learner’s Guide is written with the idea that learning is made more relevant when you, the learner, are actually working in the industry. This means that you will have people within the enterprise who can show you things, discuss how things are done and answer any questions you have. Also you can practise what you learn and see how what you learn is applied in the enterprise.
If you are working through this Learner’s Guide and have not yet found a job in the industry, you will need to talk to your trainer about doing work experience or working and learning in some sort of simulated workplace.
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Section 1: Foundation for effective collection and communication of information
Are you able to: Yes No
1. use the telephone in an effective and positive way?
2. speak to people, face to face, in a courteous and effective manner and understand the words commonly used in the transport industry?
3. use the workplace computer to access information you require to fill in standard forms? If you do not use the computer in you work role, do you know how others in your workplace access information from the computer?
4. locate the workplace documents used for obtaining information required to complete standard forms?
Section 2: Completing standard workplace forms
Are you able to: Yes No
1. access information required for the standard forms completed in your workplace?
2. complete the standard forms used in your workplace?
3. have the forms you have completed checked or authorised by the correct person in your workplace?
4. follow instructions given to you in the workplace to complete tasks as required?
5. give instructions that are clearly understood so that tasks may be completed as required?
6. participate effectively in small work group discussions?
7. work effectively as a team member to complete a group task?
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How you will be assessed
Assessment of this Unit of Competency will include observation of real or simulated work processes using workplace procedures and questioning on underpinning knowledge and skills. It must be demonstrated in an actual or simulated work situation under supervision.
You will be required to:
• complete workplace documents
• follow given instructions
• give instructions
• actively participate in a group activity.
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Section 1
Foundation for effective collection and communication of information
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Section outline
Areas covered in this section
Using the telephone in an effective and positive way
Communicating face to face
Jargon in the transport industry
Accessing information from the workplace computer
Locating work place documents
Giving and receiving
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Using the telephone in an effective and positive way
Making calls
When making telephone calls it is important to follow certain guidelines.
In preparing for your call, you should check the following:
• Know what you want to achieve by making the telephone call. For example, you may want to let a customer know the time a product will be picked up.
• Know what you will say before you pick up the telephone to speak to the person you are calling. Make a note for yourself if it will help you.
• Have all the necessary and appropriate paperwork close to you so that you do not need to leave the telephone during the conversation.
• Have a pen and paper ready to take down any notes of things you need to remember.
In making your call, you should follow the guidelines below:
• Greet the person on the other end of the telephone by saying good morning, or good afternoon.
• Introduce yourself and your organisation. If the call is within the organisation, introduce yourself and the department you are working in. Use the other person’s name if you know it:
− “Good morning/good afternoon, Peter, this is Mike from Preston Transport.
• Tell the person, clearly, why you are calling:
− “I am calling to find out the customer code for Napoli Foods”
− or “I am calling to let you know that I have made arrangements to have the goods picked up later in the afternoon as you requested.”
• Take notes while the person is speaking and read back what you have understood to check that you have the details recorded correctly:
− “So the customer code for Napoli Foods is Z2341, is that right?”
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Answering calls
Greet the caller and then introduce yourself and your organisation or department/section, as follows:
• “Good morning/ good afternoon, Preston Transport, this is Mike speaking. How may I help you?”
Take notes while the person is speaking and read back what you have understood to check that you have recorded the details correctly.
Your attitude and manner
It is important that you are courteous and positive on the telephone at all times. Below is a list of strategies that will help you to achieve a positive outcome with your calls.
• Take a deep breathe and smile. Although your listener cannot see you smile, it will put you in a pleasant frame of mind.
• Speak clearly and at a comfortable rate (if you are too slow you will sound bored, if too fast, you will seem nervous).
• Excuse yourself if you must leave the telephone for a moment and put the receiver down gently or put the caller on hold if your telephone has this facility.
• Use the person’s name throughout the telephone conversation.
• If you do not know the answer to a question you have been asked, refer the caller to the appropriate person or ask someone for the answer.
• Always follow up further issues that arise in the conversation. Give a time that you will get back to the person and make sure that you stick to this time.
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Activity 1: Why is correct telephone use important?
You can do this training task on your own or by talking to other people in your organisation.
Write down why is it important to follow the steps in effective telephone communication in your organisation.
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There is feedback on this activity at the back of this Learner’s Guide.
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Common use of the telephone in a transport industry
Below is a list of the most common uses of telephone communication in the transport industry:
• calls from customers wanting goods to be transported
• calls from customers wanting to know pick-‐up times, arrival times or, transporting costs
• calls to different sections within an organisation to obtain information for completing documents
• calls to different sections within an organisation to obtain information to answer customer questions
• calls to customers to notify them of arrival or pick-‐up delays
• calls to suppliers for goods required by transport organisation, e.g. cleaning materials, pallets
• calls to or from people carrying out maintenance of trucks
• calls to drivers on the road (when they have mobile) to find out movement of goods or to arrange other pick-‐ups.
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Activity 2: What communication will you be required to carry out on the telephone?
Use the list provided and speak with your trainer to identify when you will be required to communicate on the telephone. List these duties in the space provided below.
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Communications I will carry out on the telephone.
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Communicating face to face
Although most of your contact with customers will be over the telephone, it is possible in rare instances that customers may come into the workplace.
Communicating effectively and courteously, face to face, with customers and with co-‐workers is a critical part of your effectiveness as a worker.
Be task focused
It is important to be task focused when communicating with people face to face. Know the work purpose for your communication. You may require particular information or you may be providing information.
Listen carefully and be polite
• Greet the person you are speaking to. Use the person’s name if you know it.
• Focus only on the communication -‐ don’t allow yourself to be distracted by other thoughts or noises.
• Look at the person you are communicating with.
• Ask questions to obtain the information you require.
• Summarise what you understand of what you have been told or asked, and make sure you have understood the person’s message clearly.
• Be polite in your interactions. For example, excuse yourself when beginning, thank the person for information they provide to you, tell them it was a pleasure to help.
• Speak clearly and at a comfortable pace.
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Activity 3: Who are the people inside and outside the organisation that you will be required to communicate with?
Complete the table below listing all the people within and outside the organisation that you are required to communicate with face to face. List the work purpose for your face to face communication.
Person Purpose for communication
e.g. Customer making transport enquiries
Tell customer when the goods can be picked up, the cost and the delivery time.
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Jargon in the transport industry
“Jargon” means words used in any industry that are specific to that industry. These words are understood by the people working in the industry and often not by people outside the industry.
It is important for you to understand the jargon of your industry for the purpose of communicating effectively with co-‐workers. It will allow you to communicate your messages more effectively, as well as allow you to understand more accurately what co-‐workers are saying.
Jargon should not be used with people outside the industry unless you are certain they will know exactly what you are referring to -‐ remember, communication is effective when your message is clearly understood.
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Activity 4: What is the meaning of these commonly used jargon words?
You may complete this activity on your own or you may ask for assistance from the people you work with.
Below is a list of words (jargon) commonly used in the transport industry. Write down the meaning or draw a diagram of the words used in your organisation.
Add 10 more commonly used words or abbreviations you hear used, and provide their definition or a diagram.
Word/Abbreviation Meaning of word/diagram
Rig
Dog
Pig trailer
T.I.N.
Tri-tri
Tandems
VMD
Reefer
Pans
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
There is feedback on this activity at the back of this Learner’s Guide.
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Accessing information from a workplace computer
This section is to be completed if information is accessed from a computer in your workplace. If you are not responsible for accessing information from the computer yourself, ask the person responsible to tell you how information is accessed.
Some transport organisations store information on the computer, or may even generate paperwork using the computer. Information that may be kept on computer in a transport company may include:
• location codes for pick up
• location codes for drop offs
• customer account numbers/customer codes
• transport costs
• transport mode codes (e.g. refrigerated, non-‐refrigerated, etc.)
• goods codes.
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Activity 5: How do you access records that are kept on the workplace computer?
You may ask people in the workplace for assistance in completing this activity or you may do it yourself.
List the records that are kept in the computer and explain what computer functions are used to access information.
Information accessed from computer
How information is called up on the screen
e.g. Customer account number Press F1
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Locating workplace documents
Often in the transport industry, information required for filling in forms is obtained from written documents instead of from the computer.
Some of the documents commonly found in the transport industry that are used to complete standard forms are:
• location codes for pick-‐ups
• location codes for drop-‐offs
• customer account numbers
• customer codes
• transport costs
• transport mode codes (e.g. refrigerated or non-‐refrigerated)
• goods codes.
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Activity 6: What workplace documents are used to access information for standard forms?
You may complete this activity on your own or you may ask people in the workplace for assistance.
List all the documents that are found in your workplace, state where they are located, the information that can be obtained from these documents, and what the information is required for. Write the information in the following table.
Document Location Information Purpose
e.g. Customer codes
Pasted on the wall over reception desk
Customer name, their code and address
Information is used to fill in invoices for regular customers
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Section 2
Completing standard workplace forms
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Section outline
Areas covered in this section
How standard forms are used in the transport industry
The various standard forms used in the transport industry
Checking forms and having them authorised
Giving and receiving instructions
Participating in small group work
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How standard forms are used in the industry The forms used in the transport organisation you work for will depend on the various functions that your organisation performs.
Some of the larger transport companies, for example, may hold goods for the customers they provide transportation for. The smaller transport companies usually pick up goods from one location and transport them to another location.
The forms used and the names given to these forms also vary.
Some transport companies have very little paper work and such details as goods being picked up, loaded and transported may all be recorded on one form instead of each detail being recorded on individual forms. Other organisations require that different paperwork is completed for each of these stages.
One other significant difference between the paperwork completed by various transport companies is that in some organisations the standard forms are computer generated. In others they may all be handwritten or a combination of handwritten and computer generated.
A transport organisation requires records, either computerised, written or both, in order to run the organisation effectively.
The information that is required can include the following:
• customer orders for transport
• customer details
• information on the type of goods being transported
• proof of pick-‐up of goods
• proof of delivery of goods
• the order in which goods will be delivered
• the order in which goods will be picked up
• the order that goods will be packed in if goods are kept on location
• whether goods need to be refrigerated or not when transported
• movement of vehicle -‐ stops, departure and arrival times
• damaged stock
• customer payment records
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• pick up and drop off of pallets.
Standard forms commonly used by transport organisations
Some of the standard forms commonly used by transport organisations are listed below with explanations.
Freight forwarding form/consignment note/outward goods form
These forms are used when stock is being moved out of a storage area or moved from one section within an organisation to another section. If your organisation is small and does not store any goods for customers, it is unlikely that you will need to use these forms.
SENDER RECEIVER THIRD PARTY
PAYEE S R 3
EBI000012
DESCRIPTION WEIGHT CUBES DATE:
Cartons 10 kg 10x10x10
DANGEROUS GOODS YES NO
SENDER
DRIVER
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Freight inwards/requisition order/ inwards goods form
Some transport organisations use Freight Inwards forms, otherwise known as Requisition Orders or Inwards Goods forms, when goods are being ordered.
Two examples of possible situations where such forms would be used, are:
• the organisation may wish to requisition (order in writing) pallets to be used for transporting goods
• a transport company that also stores goods for their clients may complete a requisition order for more stock so they can continue supplying the client’s customers.
Inwards goods/requisition order/purchase order
REQUISITION ORDER R.100014
DATE DESCRIPTION GOODS QTY
DRIVER PICK UP SIGNATURE
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Invoices
Invoices are used to bill the customer for the services your organisation has provided. An invoice contains most of the details required by a transport company and is often used for various purposes besides billing a customer. An invoice may be used in some instances to prove that goods have been picked up.
XYZ TRANSPORT P/L INVOICE
12/12/1997 1022712 CUSTOMER REP
K WRIGHT
30 DAYS
ITEM CODE DESCRIPTION QTY PICKED UP BY
TAX PRICE
1 007 $110.00
2 009
3 110
4
5
6
TOTAL
RING US FOR QUALITY SERVICE
Log book/travel log
The Log Book or Travel Log is used to record the departure times, arrival times, waiting periods and rest breaks. Sometimes these forms also require the exact kilometres travelled from location to location and explanations for any delays. Look at the Additional Resources section for an example of a Driver’s Daily Worksheet.
Run sheets
A run sheet provides details about the order in which goods are to be picked up and dropped off. The pick ups and drop offs are ordered to minimise travel time and delays. Some of the larger organisations have run sheets organised and printed by computers. Look at the Additional Resources section for an example of a run sheet.
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Motor vehicle accident proforma
These forms are completed when an accident occurs with a transport vehicle.
The information provided in the accident proforma is used to determine who was responsible for the accident that occurred.
Accidents cost transport companies a great deal of money. It is important, therefore, that these forms are completed accurately so that your organisation is not paying out money unnecessarily.
The forms will vary from transport company to transport company. Sometimes the form will be one provided by an insurance company. Other times the company will have a form for the driver to fill out, and will then need other company personnel to complete the details on the insurance form based on the information the driver has provided on the company accident form.
The information on these forms is also used to monitor the driver’s driving ability. Larger companies use these forms to determine the training needs of their drivers. For example, if drivers are having too many accidents reversing, the company may develop a training program to develop the reversing skills of their drivers. Ask your trainer to show you a copy of an accident proforma.
Injury form
Injury forms are completed when you are injured at work. These forms are completed so that your organisation can claim the cost of your injury from the company they insure all their workers with, i.e. workers’ compensation insurance. Look at the additional resources section for an example of an injury form.
Authorisation/signatures/checks
Sometimes in a transport organisation there are people who must authorise the various forms or check that they have been completed correctly. In the case of a requisition, often a senior person in the organisation must authorise the form before it is sent off to ensure that only necessary stock is ordered.
Many of the forms also require that customers sign to verify that goods have been picked up or dropped off. This protects the driver, the organisation and the customer, for it is proof that goods have been picked up or dropped off. When money is collected on pick up or drop off, signatures are especially important.
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Activity 7: What information and checks are required for the standard forms used in your workplace?
You may complete this activity on your own or with the assistance of your trainer. Collect all the standard forms you will be required to complete in your workplace. List the names commonly given to these forms in your workplace. Under each heading in the form, make a short note about what information your organisation wants recorded there and where this information can be obtained. Be specific about the details required. For example, some transport companies use codes for goods, whilst others write a description of the goods. Some organisations use abbreviations that everyone understands, others write information out fully.
Write a list of people who must sign, check or authorise the completed forms on the sample you have pasted in this Learner’s Guide.
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Giving and receiving instructions
There will be times in your workplace when you will be required to give someone instructions, or when someone will give you instructions to do something.
Giving and receiving instructions accurately and effectively is critical to workplace effectiveness.
Giving instructions
When you are giving instructions to someone in the workplace it is important that you:
• organise the information you will give in a logical order, that is, the steps of the tasks are in the correct order
• use appropriate language -‐ language that is clearly understood by the person you are giving instructions to
• make sure that the person you are instructing has understood your instructions clearly by asking the person appropriate questions. For example, “Tell me what I asked you to do first. Then what will you do? Have you understood what I said?”
• watch the person’s reaction (in a face to face situation) and ask yourself whether the person’s expression looked confused or understanding
• eliminate any barriers to your communication by:
− talking to the person in a quiet area
− making sure the person understands the importance of following your instructions accurately (if a person does not understand the importance of what you have asked them to do, they may not do as you have asked)
• in face to face instructions, demonstrate the task you want the other person to complete and check that the person knows how to do it before allowing him/her to perform the task alone.
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Activity 8: Give instructions to a co-worker on a work task
List the most common instruction you may have to give to a person (including to a customer).
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Write out all the steps to an instruction you will give to someone in the workplace (making sure the steps are arranged logically).
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Give instructions to a co-worker and ask the co-worker to tell you how well they were able to follow your instructions.
From the feedback you received from the co-worker that you instructed, is there anything you have learned about giving instructions that you will do next time to get better results?
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Receiving instructions
When you are receiving instructions from someone in the workplace, it is important that you:
• ask for explanations of terms and steps that you do not fully understand
• look at the person while he/she is speaking to you (in face to face situations)
• ask for a demonstration of practical skills and ask the person to watch you perform the task to ensure that you fully understand what you are to do
• write down the key points of the task so that you can refer to these notes if you should forget.
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Activity 9: How well are you able to carry out instructions given to you?
This activity can be completed when you are given instructions by someone in your workplace.
After the co-worker has instructed you to carry out a particular task and you have then carried out the task, complete the following self-evaluation. Self evaluation
What kinds of questions did you ask while you were being instructed?
What might have been the results if you had not asked the question/s that you asked?
When you saw the demonstration of the task, what were you able to learn from watching, that you may not have been aware of had you only been told?
Did you carry out the task as you were directed to? Yes/No
Was the person who instructed you pleased with the way you completed the task? Yes/No. If no, why not?
What have you learned in this exercise about what to do when you are receiving instructions from someone in the workplace to ensure that you understand the task clearly?
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Participating in small group work
Group discussions and group tasks
It is important in small work group discussions that you listen carefully to the contributions everyone makes to discussions about group work.
• Don’t interrupt other speakers -‐ allow people to finish what they wish to say before you make your own contribution.
• Be considerate of other people’s opinions by listening carefully and by seeking to understand their point of view.
• See differences of opinion as something helpful rather than as a problem. Differences of opinion help the group to examine and identify things that may have been overlooked.
• Contribute any ideas you have to help the group.
The goal of the group discussion, in other words, what your team wishes to achieve from the discussion, must be made clear to all group members. The person who has the responsibility of leading the team should make the goal clear to all members. If you are ever unclear about the goal of a discussion, ask questions to find out what it is. An example of a goal for a small group discussion may be to decide who will take responsibilities for the different jobs in a group task.
After a group discussion, it is important that each person is aware of what role he/she will play to attain the group goal. For example, it may be your role to get all equipment ready for securing a load, or to put the equipment away.
Each member must know what his/her role is and must carry out this role in order for the group to function effectively and appropriately. Only in this way can a job be completed on time and accurately.
Your role is important in group discussions and group tasks. In the group, it is important to contribute what you can and to listen to the other members’ ideas. In a group activity, you need to know what role you will play in completing the group task.
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Activity 11: Reflect on a recent group discussion
This activity may be done in writing or may be the basis of a discussion with your trainer.
Reflect on a recent discussion that you were involved in with a group in the workplace. • What was the purpose of the discussion? • What was the decision reached after the discussion? • What ideas did you contribute to the group discussion?
After reading the notes on small group discussion, what, if anything, would you do differently next time there is a group discussion?
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Activity 12: What small work groups are you involved in and what is the role of each member?
Complete the table below on the small group tasks you are involved in at your workplace.
Small group task People involved Each person’s role
e.g. Loading truck Supervisor Paperwork
Truck driver
Supervision of loading and loading
Me Load as directed
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Additional resources
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Log book DRIVERS DAILY WORKSHEET IMPORTANT
Yes No Initials Have you completed your Safety Check?
ALL TIMES TO BE ENTERED TO NEAREST FIVE MINUTES Brch Arrival Docking Depart Total No. Units Pallets Drivers Remarks Branch/Location No. Time Time Time Time Delivered Signature IN OUT Docket No. Signature (Please explain delays
longer than 5 mins.) : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : Driver’s Name (Please Use Block Letters)
Vehicle Reg. Fleet No. Trailer No.
OFFICE USE ONLY
Rate Amount Contract Hours N. Date Normal
Start Time Actual Clock
On Time Actual Clock
Off Time Hours T.1/2.
Hours D.T. Kilometres SPEEDO READING FUEL OR OIL Pallets Metro Country Type Qty Place of
Purchase Docket No.
Tonnes
Finish Tea Money’s Start Work Sheet No. Total Kms TOTAL $ 237856
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Run sheet
XYZ TRANSPORT P/L CUSTOMER PICK UP
Driver Date
Inv. No. Customer A/C No. Ctns Cooler Others Inv.Amount 30 Days to Pay
Cash Amount
Cheque Amount
A/C Amount Signature
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Injury Form XYZ TRANSPORT P/L
Register of injuries and treatment
Particulars of injured worker Name
Address
Date of Birth Occupation
Sex Marital Status
Industry in which worker was engaged
Operation in which worker was engaged at time of injury
Particulars of accident Date of Injury am/pm
Nature of Injury
Cause of Injury
Part of Body Injured
Treatment Given
Name of First Aid Attendant
Was Worker Referred for Further Treatment? No Yes
If Yes, Give Details
Present Medication
Allergies
Other Medical Conditions
Tetanus Coverage Less Than 2 Years More Than 2 Years Never
Name of Person Making Entry
Date of Entry
Signature
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Feedback on activities
The responses provided in this section are suggested responses. Because every workplace is different, your responses may vary according to your specific workplace procedures, the equipment available and the nature of the business.
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Page 42 © Australian National Training Authority 2003 ADELG1005 Customised and Developed by Armstrong’s Driver Education P/L March 2008
Activity 1: Why is correct telephone use important?
It is important to follow all the steps for correct telephone usage for the following reasons: • the customer feels valued and will continue using the services
of your organisation • the people you work with will feel respected and be more helpful
and supportive • you are helping to create a more positive work environment • you will prevent yourself from making errors by checking details
you record and by ensuring that all work can be carried out accurately and as required by your organisation and your customers
• you will help your organisation’s/department’s reputation to grow.
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© Australian National Training Authority 2003 Page 43 Customised and Developed by Armstrong’s Driver Education P/L ADELG1005
Activity 4: What is the meaning of some of the common jargon used in the transport industry?
Word/abbreviation Meaning of the word/abbreviation
Rig Usually means any combination of truck or prime mover and trailer (trailers)
Artics/Articulated vehicle
Vehicles with two section - where a semi-trailer fits to a prime mover - it is articulated only when coupled (that is when both sections are together)
Dogs A device used to tension chains when securing loads
Pig trailer A trailer having one non-steerable axle group near the middle of the load carrying platform
T.I.N. Traffic Infringement Notice - a traffic fine
Tri-tri Two trailers and three axles
Tandem Vehicle with tow axles
VDM Vehicle monitoring device
Reefer Refrigerated vehicles
Pans Containerised trailer
Tautliner Most common type of vehicle in Australia with a van type body and curtain sides that are held down along the sides by straps attached to the tie rail and pulled tight lengthwise by a ratchet
Bobtail A prime mover without semi-trailer attached