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Participate in Workplace

Communications
RTC 2801A

CERTIFICATE II IN WOOL HANDLING


CERTIFICATE II IN SHEARING
Copyright
© MINISTER FOR EMPLOYMENT, TRAINING AND FURTHER EDUCATION, Government of South Australia 2006

All rights reserved. No part of this publication may be reproduced or transmitted, in any form or by any means, electrical, mechanical,
photocopying, recording or otherwise, or stored in any retrieval system of any nature other than pursuant to the terms of the Copyright
Act 1968 (Cwth) or with the written permission of the Minister for Employment, Training and Further Education, Government of South
Australia.

Purchase & Licence

Further inquiries to:


DFEEST Training Resource Centre
Department of Further Education, Employment, Science and Technology (DFEEST)
Education Services and Programs
120 Currie Street
(GPO Box 1872)
ADELAIDE SA 5001 Australia
Telephone: +61 8 8207 8368
Fax: +61 8 8207 8689
Email: trc@saugov.sa.gov.au

Licences to distribute, or use (in whole or in part) contents of the publication may be available.

Contribution & Authorship


This document was developed by Shearing Woolhandling & Woolclassing Unit, Roseworthy Campus at TAFE SA in collaboration with
ESP Production House.

Shearing Woolhandling & Woolclassing Unit, Roseworthy Campus ESP Production House
Project Manager: Bob Reid Project Manager: Bev Puckridge
Desktop Publisher: Melissa Stapleton
Illustrators: Carol Roennfeldt
Cover Design: Carol Roennfeldt
Print Management: Heather Wilkinson


TAFE SA acknowledges the valuable contribution that the project team made to the development of this publication, and the
contribution of others who provided input and reviewed drafts.

Guide
This publication has been developed in line with the National Training Package/curriculum for use within the learning programs of TAFE
SA and is based on a philosophy of flexibly delivered, competency based education and training.

Acknowledgements
Produced by TAFE SA Shearing, Woolhandling and Woolclassing Unit

First published December 2004


Revised January 2006

Cataloguing-in-Publication Entry

636.3145 Participate in workplace communications, RTC 2801A :


P273 Certificate II in Wool Handling, Certificate II in Shearing /
developed by the Shearing, Woolhandling & Woolclassing
Unit, Roseworthy Campus, TAFE SA in collaboration with
ESP Production House, Adelaide, S. Aust. : TAFESA, 2005.

Rev. ed.
44 p. : ill. ; 30 cm.
ISBN 9781865069401
ISBN 186506940X

1. Wool industry—Study and teaching—South Australia.


2. Sheep-shearing—Study and teaching—South Australia.
3. Communication—Study and teaching—South Austrslia
I. TAFE SA. Shearing, Woolhandling and Woolclassing Unit.
II. South Australia. ESP Production House

04.138.6039-E4
Contents

Competency standard 1
About this learning guide 1
What you will learn 1
What is communication? 5
Barriers to effective communication 6
Perception 6
Self-esteem 7
Values 7
Attitudes 7
Environment 7
A model of communication 8
Body language 9
Facial expression 9
Posture 10
Gestures 10
Need for communication 10
Handling conflict 11
Verbal communication 12
Self-testing questions and activities: communication 15
Written communication 17
Workplace signage 17
Workplace forms 17
Shearing shed data 17
Tally book 18
Woolbook 18

Forms relating to employment 18


Obtaining and providing information 19
Self-testing questions and activities 21
Self-testing questions and activities: recording workplace data 25

PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC 2801A


Basic mathematical processes 27
Tallying sheep shorn 29
Calculating average bale weights 30

Self-testing questions and activities: basic mathematical


calculations 33
Basic meeting procedures 37
What is a meeting? 37
Formal meetings 38
Roles of participants in meetings 38

Overview of workplace communications 40


Final assessment: participate in workplace
communications module
RTC 2801A 41

PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC 2801A


Participate in Workplace Communications
RTC2801A

Competency standard
This competency standard covers the process of effectively
participating in workplace communications. It requires
the ability to follow simple spoken messages, perform
routine workplace duties, follow simple written notices,
obtain and provide information in response to workplace
requirements, complete relevant work related documents
and participate in workplace meetings and discussions.
Participating in Workplace Communications requires
an understanding and knowledge of communications
procedures, different modes of communication and basic
mathematical processes and systems and technology
relevant to the enterprise and the individual’s work
responsibilities.

This nominal duration for this module is 30 hours, you


may take more or less time than this depending on your
prior knowledge and experience.

About this learning guide


This learning guide is designed to outline and direct your
studies for this module. It contains details of the content,
learning activities and how this module will be assessed.
Other elements of this module not presented in this
learning guide will be completed as part of your in-shed
training.

What you will learn


The learning outcomes or performance criteria provide
the focus for your training as they tell you what you’ll
need to know to successfully complete this module. You
will demonstrate your competency in these elements by
successfully completing the assessment tasks listed in this
learning guide and during the in-shed component of your
training.

PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC2801A 


Element Performance criteria
1. Follow routine spoken messages 1.1 Required information is gathered by
listening and is correctly interpreted.
1.2 Instructions/procedures are followed in
appropriate sequence for tasks and in
accordance with information received.
1.3 Clarification is sought from workplace
supervisor on all occasions when any
instruction/procedure is not understood.
2. Perform workplace duties following 2.1 Written and workplace notices and
routine written notices instructions are read and interpreted
correctly.
2.2 Routine written instructions/procedures
are followed in sequence.
2.3 Clarification is sought from workplace
supervisor on all occasions when any
instruction/procedure is not understood.
3. Obtain and provide information in 3.1 Specific, relevant information is obtained.
response to workplace requirements 3.2 Important information is interpreted
correctly.
3.3 Information is written completely,
accurately and legibly.
3.4 Sources of required information are
identified and appropriate contact
established
3.5 Personal interaction is courteous and
inquiries carried out clearly and concisely.
3.6 Defined workplace procedures for the
location and storage of information are
used.
4. Complete relevant work related 4.1 Range of forms relating to conditions of
documents. employment are completed accurately and
legibly.
4.2 Workplace data is recorded on standard
workplace forma and documents.
4.3 Basic mathematical processes are used
for routine calculations.
4.4 Errors in recording information on forms/
documents are identified and rectified.
4.5 Reporting requirements to supervisor
are completed according to enterprise
guidelines.

 PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC2801A


5. Participate in workplace meetings 5.1 Team meetings are attended on time.
and discussions 5.2 Own opinions are clearly expressed and
those of others are listened to without
interruption.
5.3 Meeting inputs are consistent with
the meeting purpose and established
protocols.
5.4 Workplace interactions are conducted in
a courteous manner appropriate to cultural
background and authority in the enterprise
procedures.
5.5 Questions about simple routine workplace
procedure and matters concerning
conditions of employment are asked and
responded to.
5.6 Meeting outcomes are interpreted and
implemented.

PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC2801A 


What is communication?
Communication is the process by which people attempt
to share meaning: our ideas or thoughts. These ideas or
thoughts are transmitted by symbolic messages which may
comprise spoken or printed words or images or gestures or
‘looks’.

So the simplest diagram or ‘model’ of communication


between two people, a sender and a receiver of the
message, may look like this.

Figure 1 A basic model of communication

In addition to spoken words or gestures or just a ‘look’,


such as a frown or a scowl, the symbolic message may
comprise written words or visual images, such as a 50
kilometre per hour speed limit sign on the side of the road,
or illustrations such as billboards.

This communication process may involve different


‘symbols’ or ‘channels’. We often use two ‘channels’
when we speak as we may smile or frown or look
disapproving when we speak. This non-verbal channel
(our appearance) may or may not be in agreement with the
words we say. So if we want others to believe what we
say, then our facial expression or other gestures need to be
in agreement with our spoken words!

PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC2801A 


!

Self-testing questions and activities: communication


1. List at least three potential barriers to effective
communication between two team members.
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________

2. What are the important components or parts of


a spoken communication between two people
and what is the most important part of that
communication process?
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________

3. Why is feedback important when giving or receiving


instructions?
_ _________________________________________
_ _________________________________________
_ _________________________________________

4. Briefly describe how individual team members can


help the team to work effectively and harmoniously
through constructive communication.
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________
_ _________________________________________

Trainees name: _ __________________________________________________

PARTICIPATE IN WORKPLACE COMMUNICATIONS – RTC2801A 15


Self-testing answers: communication

1. Barriers to effective communication include:


– 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.

2. 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.

3. 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.

4. Individual team members can help the team by:


– encouraging participation in discussion
– 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.

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