CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector Job Area Competency Unit Title BUSINESS & FINANCE OFFICE ADMINISTRATION INCOMING COMMUNICATION The person who is competent in this CU shall be able to handle incoming communication activities in an organisation. Upon completion of this competency unit, trainees will be able to: Identify incoming communications requirement; Process incoming communication; and Record incoming communication. Training Level FB-024-2:2012-C01 2 54 Hours Credit Hours 5 Duration Attitude / Safety / Training Delivery Related Knowledge Related Skills Assessment Criteria Environmental Hours Mode

Learning Outcome

Competency Unit ID Work Activities 1. Identify incoming communications requirement

i.

Types of business communication ii. Types of tools for business communication Telephone Facsimile Email Potages iii. Usage of business communication directory: Yellow pages Search engine iv. Types of online communication: Instant messaging Voice Over Internet Protocol (VoIP)

6 hours

Lecture

i.

Company procedure on incoming communication listed out correctly ii. List of office equipment for incoming communication listed out

Work Activities

Related Knowledge

Related Skills

Attitude / Safety / Environmental

Training Hours

Delivery Mode

Assessment Criteria

v. Types of postage;
Parcel Document Mail Electronic mail (email)

i.

Determine list of incoming communication procedures ii. List office equipment used for incoming communication iii. Determine office equipment operation

12 hours

Demonstrati on & Observation

Attitude i. Meticulous in listing office equipment used for incoming communicatio n 10 hours Lecture i. Types of inventory checklist interpreted ii. Incoming communication recording and distribution procedures executed based on company procedure iii. Operation of incoming communication 8

2. Process incoming communication

i. Incoming telephone etiquette and procedures ii. Facsimile machine usage procedures iii. Incoming electronic mailing systems (e-Mail) and procedures. iv. Incoming business correspondence log book v. Office mail handling

Work Activities

Related Knowledge procedures vi. Procedures for distribution of business correspondence

Related Skills

Attitude / Safety / Environmental

Training Hours

Delivery Mode

Assessment Criteria equipment correctly handle based on manual

i. Determine types of inventory checklist ii. Obtain and interpret incoming communication recording and distribution procedures iii. Answer telephone calls in compliance with procedures. iv. Record telephone messages/incoming fax/incoming mails. v. Acknowledge received incoming fax/correspondence /email. vi. Differentiate and prioritise incoming mail. vii. Distribute mail/incoming fax according to the recipient. viii. Forward emails/ incoming mails according to the addressee/department

20 hours

Demonstrati on & Observation

Attitude i. Apply confidentiality when handling incoming communication 9

Work Activities

Related Knowledge

Related Skills

Attitude / Safety / Environmental Safety i. Ensure safe delivery ii. Acknowledge mail received Environment i. Reduce/minimis e wastage of resources

Training Hours

Delivery Mode

Assessment Criteria

3. Record incoming communication

i. Procedure to record incoming communication ii. Business correspondence log book i. Determine procedure to record incoming communication ii. Update incoming communication record on business correspondence log book Attitude: i. Meticulous in preparing business corresponden ce log book

2 Hours

Lecture

4 Hours

Demonstrati on & Observation

i. Recording of incoming communication carried out correctly ii. Incoming communication recorded correctly on business correspondence log book according to procedure

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Employability Skills Core Abilities 01.01 01.02 01.03 02.01 02.02 02.03 02.04 02.05 03.01 03.02 03.03 03.06 01.11 02.11 03.15 03.16 04.07 05.01 05.02 Identify and gather information. Document information procedures or processes. Utilize basic IT applications. Interpret and follow manuals, instructions and SOP's. Follow telephone/telecommunication procedures. Communicate clearly. Prepare brief reports and checklist using standard forms. Read/Interpret flowcharts and pictorial information. Apply cultural requirement to the workplace. Demonstrate integrity and apply practical practices. Accept responsibility for own work and work area. Respond appropriately to people and situations. Apply thinking skills and creativity. Convey information and ideas to people. Liase to achieve identified outcomes. Identify and assess client/customer needs. Negotiate acceptance and support for objectives and strategies. Implement project/work plans. Inspect and monitor work done and/or in progress. Social Skills 1. 2. 3. 4. 5. 6. 7. 8. Communication skills Conceptual skills Interpersonal skills Learning skills Leadership skills Multitasking and prioritizing Self-discipline Teamwork

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Tools, Equipment and Materials (TEM) ITEMS 1. Telephone 2. Facsimile 3. Computer 4. Internet 5. Printer 6. Scanner 7. Photocopy machine 8. Stationery 9. Log book 10. Staff directory 11. Organisation SOP 12. Personnel Management Source Handbook 13. Office equipment manual RATIO (TEM : Trainees) 1:5 1:5 1:1 1:1 1:5 1:5 1:25 1:1 1:1 1:1 1:1 1:5 1:5

REFERENCES 1. 2. 3. 4. 5. 6. 7. 8. John Harrison, 10th edition, 1996, Secretarial Duties, ISBN 9780582278448 Josephine Shaw, 2nd edition 1984, Administration in Business, ISBN 0712101861 Paul Smith, 4th edition, 2004, Marketing Communications, ISBN 9780749442651 McGraw-Hill/Irwin, 2nd edition, 2011, Business Communication, ISBN 9780073403168 Wiley, 1st edition, 2003, Design for Communication, ISBN 9780471418290 Estelle Belle Hunter, 2010, Office Administration for organizations supervising, ISBN 1146982763 Pattie Odgers, 2005, Administrative Office Management, ISBN 9780538438575 Richard B. Chase, Nicholas J. Jacobs, F. Robert ( 2001) Operation Management For Competitive Advantage (Ninth), McGraw- Hill Education ( Asia), ISBN 0-07-120680-9

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