Professional Documents
Culture Documents
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
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.
This
unit
of
competency
is
from
the
Transport
and
Logistics
Training
Package
(TLI07).
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.
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.
Section 1
Section outline
Making calls
When
making
telephone
calls
it
is
important
to
follow
certain
guidelines.
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.
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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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.
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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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.
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.
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.
“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.
You may complete this activity on your own or you may ask for
assistance from the people you work with.
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.
List the records that are kept in the computer and explain what
computer functions are used to access information.
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.
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.
Section 2
Section outline
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.
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.
Cartons 10 kg 10x10x10
DANGEROUS GOODS
YES NO
SENDER DRIVER
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.
REQUISITION ORDER
R.100014
DATE DESCRIPTION GOODS QTY
DRIVER PICK UP
SIGNATURE
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.
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.
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
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.
You may complete this activity on your own or with the assistance
of your trainer.
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.
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.
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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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.
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?
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.
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.
Me Load as directed
Additional
resources
Log book
DRIVERS DAILY WORKSHEET IMPORTANT
Yes No Initials
Have you completed your
Safety Check?
Run sheet
Inv. No. Customer A/C No. Ctns Cooler Others Inv.Amount 30 Days to Cash Cheque A/C Amount Signature
Pay Amount Amount
Injury Form
XYZ TRANSPORT P/L
Register of injuries and treatment
Address
Particulars of accident
Date of Injury am/pm
Nature of Injury
Cause of Injury
Treatment Given
Present Medication
Allergies
Other Medical Conditions
Tetanus Coverage Less Than 2 Years More Than 2 Years Never
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.
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.