Professional Documents
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Participate in Workplace Communication
Participate in Workplace Communication
LEARNING MATERIALS
Qualification: BARTENDING NC II
Instruction sheets:
Job Sheet This is designed to guide you how to do job that will contribute
to the attainment of the learning outcome.
Worksheet are the different forms that you need to fill up in certain
activities that you performed
You may already have some or most of the knowledge and skills covered
in this learners guide because you have:
Been working for some time
Already completed training in this area
Talk to your trainer about having them formally recognized. If you have a
qualification or certificate of competence from previous training, show it to your
trainer. If the skills you acquired are still current and relevant to the unit/s of
competency they may become part of the evidence you can present for RPL. If
you are not sure about the accuracy of your skills discuss this with your trainer.
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After completing this module ask your trainer to assess your competency.
Result of your assessment will be recorded in your competency profile. All the
learning activities are designed for you to complete at your own pace.
Inside this learners guide you will find the activities for you to complete and
at the back are the relevant information sheets for each learning outcome. Each
learning outcome may have more than one learning activities.
At the back of this learners guide is a Learners Diary. Use this diary to
record important dates, jobs undertaken and other workplace events that will
assist you in providing further details to your trainer or an assessor. A Record of
Achievement is also provided for your trainer to complete once you complete the
module.
LEARNING MODULE
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UNIT OF COMPETENCY:
MODULE TITLE:
PARTICIPATE IN WORKPLACE
COMMUNICATON
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PARTICIPATE IN WORKPLACE
COMMUNICATION
INSTRUCTIONS
PRE-REQUISITE MODULES. Before you start this Module, you must already
have finished the Modules on the following:
1. Read and analyze carefully the elements, performance criteria and range
of variables of the unit of competency: Participate in Workplace
Communication
2. Follow the Instructions/ Learning Steps of each Activity Sheet found before
each Learning Outcome of this module.
3. After performing all the activities, ask trainer for the feed backing if you are
ready to undergo assessment.
4. When you are ready, ask your facilitator for an assessment.
MODULE DESCRIPTOR:
LEARNING OUTCOMES:
None
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Learning Steps Resources
Information Sheet 1:
What is communication?
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To begin the transmission phase, the sender decides on the message, which is
the information the sender wants to communicate. The sender translates the
message into symbols or language, a process called encoding. Once encoded, a
message is transmitted through a medium to the receiver. The medium is simply
the pathway, such as a phone call or letter, through which an encoded message is
transmitted to a receiver.
The feedback phase is initiated by the receiver, who becomes the new sender.
The receiver decides what message to send to the original sender (now the new
receiver), encodes it, and transmits it through a chosen medium. The message
might contain a confirmation that the original message was received and
understood, or a restatement of the original message to make sure that it was
correctly interpreted, or a request for more information.
Perception is the process through which people select, organize, and interpret
sensory input to give meaning and order to the world around them. Perception is
inherently subjective and influenced by people's personalities, values, attitudes,
moods, experience, and knowledge. When senders and receivers communicate
with each other, they are doing so based on their own subjective perceptions.
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Most of a manager's communication time is spent one-on-one, or face-to-face,
with employees. Face-to-face communication provides immediate feedback and is
the richest information medium because of the many information channels
available through voice, eye contact, posture, blush, and body language. It is the
appropriate medium for delegating tasks, coaching, disciplining, instructing,
sharing information, answering questions, checking progress toward objectives,
and developing and maintaining interpersonal relations. Managers also spend
one-on-one, face-to-face time communicating with their managers, colleagues,
and peers.
You and your employees can ask certain questions before sending messages
inside and outside the organization.
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The pathways along which information flows throughout an organization are called
communication networks. The type of communication network that exists in a
group depends on the nature of the group's tasks and the extent to which group
members need to communicate with each other in order to achieve group goals.
Four kinds of communication networks that can develop in groups and teams are:
wheel
chain
circle
all-channel
If you are not an organized person then before speaking it is better to manage
and organize what your are going to speak. If it is an instant talk then you can
speak at slow speed (but it should not be too slow) so that you can work on your
thought. But if you have time then it is better to manage your thoughts first. Like
you can pen down what you are thinking and then arrange them in an order so
that it becomes an effective workplace communication.
Check the people around you who talk effortlessly and very effectively. Observe
what and how they are presenting their thoughts while speaking to others both
professionally and personally. Then ask yourself certain questions based on this
whether you are confident enough to present your thoughts and ideas in a similar
manner or not. Do not try to copy but find out the difference between and work on
the gap.
You are into a conversation and other person is saying something on which your
reaction is required. Make sure that you do not interrupt in between the talk. Wait,
manage your words and then speak. Think about positive as well as negative
points.
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Read a Lot
This is absolutely necessary and true that if you have knowledge then you can
speak effectively and so reading should be considered as an important and
effective workplace communication skill. By reading quality articles not only
related to your job but also on other issues will help you a lot in gaining knowledge
on diverse topics. Therefore after regular reading you will have so many things
and thoughts to share.
Be Confident
It is your first time when you will be facing the audience while delivering a speech.
You are nervous, which is obvious. But apart from this you will have to be
confident. Think about all the positive points and person you think has a positive
influence on your life. This will give boost to your confidence.
Now you have all the above mentioned qualities but this one is missing. It means
that you are destroying all other things as it is an icing on the cake. You body
language must be parallel to your communication and this is also considered as
an effective workplace communication skill. Maintain the right posture and stiff
shoulders to show that you are ready for the conversation. At workplace never sit
in a relaxed way.
Now which so ever language you are using to converse in the office you must
have command over that. Make sure to have good vocabulary and ways to frame
and re-frame the sentences in various ways.
Apart from this make your personality very appealing for good workplace
communication skills. By following all these you can really improve your
communication skills at workplace.
Employers highlighted three skills needed by all workers: teamwork, flexibility, and
communication. Since many workplaces are currently organized according to a
matrix system, an employee no longer has a specific job. Instead, his or her skills
especially in graphics, computers, or oral presentationsmake the worker a
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valued member of a team. These three skills are essential for the matrix worker,
since he or she must work well with others and be able to switch easily from team
to team, depending on the project. Several companies stressed another
employment factor: good attendance. Some employers stressed repeatedly that
weak attendance policies in school are not helping to train workers for the reality
of work policies. A final quality many stressed was a positive attitude in the
interview and on the job. Most would not hire an applicant who lacked
enthusiasm.
WRITTEN COMMUNICATION
Oral communication is the mode of choice in most workplaces today; the paper
memo is dead, replaced by voice mail, informal conversation, and sometimes E-
mail or fax-mail. But two writing tasks still loom before the entry level worker:
Writing reports and filling out forms. For example, many companies these days
are seeking certification in a variety of world class standard programs, like ISO or
QS 9000, an automotive quality certification. These certifications require
extensive documentation. Workers have to fill out reports that ask them to
describe exactly what they do and how they do it.
The service industries also fill out countless reports, such as service orders,
patient care reports, and lab reports. Some entry-level employees, like
administrative assistants, may be responsible for compiling or even composing
some parts of a formal report. The smaller the company, the more likely that an
administrative assistant may be asked to do such tasks. Some companies also
like to "grow their own" managers by extending such responsibilities to entry-level
personnel, encouraging them to accept the challenge.
ORAL COMMUNICATION
We can see that employees still need written communication skills. Yet
interpersonal oral communication skills are the ones most prized by employers in
the new informal workplace atmosphere. Some employers, even test technicians
in their ability to follow oral directions. Employees who work with the public or
closely with teams need skills in empathy and feedback techniques, especially in
fields such as customer service, criminal justice, medical, and legal. Critical
thinking and the ability to function as part of a problem-solving group are also
skills that employers look for. At IBM, for instance, the team members have to sell
their ideas to management to receive funding.
Simple conversational skills are also important in the workplace. Some employers
mention telephone etiquette as an important skill. The same annoyances we
suffer from poor voice mail messages are cited by employers, who hate to waste
time tracking down a telephone number to return a message.
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The ability to interview to get important information is also a necessary skill.
Service people must interview clients to write a work order. Legal secretaries who
work for small firms often must interview witnesses. Police officers gather details
of crime, medical office personnel collect information on insurance, and incorrect
information may lead to trouble or even litigation later on.
Entry-level employees are likely to deliver at least some formal presentations. The
most typical is leading tours. Often this task of leading around groups of Cub
Scouts or teachers falls to those lower on the roster, although executives will lead
tours for visiting dignitaries. Even large group presentations are required of some
entry-level people. Rookie police officers are assigned DARE and Community
Watch presentations. They will also have to testify in court. A legal secretary may
have to ask for a continuance in a courtroom if an attorney is detained across
town. An administrative assistant is likely to serve as a greeter and introduce
speakers at formal functions.
TECHNOLOGY
Written and oral communication skills are very important in today's high-powered
workplace, but employees must also be able to use modern technology to
communicate. The technologies most often used for communication are voice
mail, E-mail, fax, and word processing. The employers surveyed preferred the
Microsoft 3-pack of Excel, Word, and PowerPoint, a preference that seems to
mirror national trends. Business use of CD-ROM and Internet is more restricted; in
many companies, only certain workstations have access to the Internet. The
assumption is that employees may waste time surfing. Some industries, such as
automotive, store specifications on CD-ROM. The medical and legal field also
retrieve data from ROM, so students in these programs need to be comfortable
with CD-ROM technology.
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1. Set up an atmosphere for communicating. Everyone gets to say what they
want, nobody is punished, and everyone is safe to say what they want with no
fear of retribution. Its important to set up an environment where people actually
can participate freely without having to worry that it will affect their jobs. You cant
just say you have an open door policy; you have to demonstrate that you really
will follow through.
2. Everyone agrees to listen and only person talks at a time. When someone
speaks other people simply listen. There should be no advice giving, rebuttals or
contradicting. Everyone gets a chance to say what they want. Stick to these
guidelines in order to create an atmosphere where people respect each other and
commit to listening to one another without the usual chaos that ensues in regular
meetings.
4. Everyone agrees to talk about the same amount of time. No one person
monopolizes the conversation. No one person is more important than another.
Level the playing field by limiting the demoralizing effect of one person standing
there talking endlessly while everyone else is asleep. Make sure everyone has
voice.
6. We agree that any information that is communicated will not be used against
someone or to make them feel bad. We promise to not use information to hurt
other people and that we will be a workplace that values individuals input.
7. Keep it simple. Say what you mean, say it briefly and constructively. People fall
in love
with the sound of their own voices and forget that other people have equally
important things to say. Say what you want to say and then get out of the way.
Practice saying things briefly, you will eventually get good at it and be able to
devote your time to more enjoyable pursuits.
8. Leave any personal agendas out of the meeting. When people come in with a
predetermined outcome in mind it tends to derail the whole group.
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9. Keep an open mind and redirect the conversation when you notice that
someone is trying to settle a score or is aggressively advocating for a personal
issue.
Once you follow all of these concepts you will be on your way to communicating
effectively. Each one takes practice and commitment from all parties involved.
Practice each area (one at a time) until you master it. At first, you will notice
resistance and people may even think you are nuts. Over time people will enjoy
the new, calmer way of doing things and you will get more work
done. When you have mastered all of them you will experience the peace of mind
that comes from communicating effectively.
Communication
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1. is a process that allows organisms to exchange information by several
methods. Communication requires that all parties understand a common
language that is exchanged with each other.
2. Are the auditory means, such as speaking, singing and sometimes tone of
voice, and nonverbal, physical means, such as body language, sign
language, paralanguage, touch, eye contact, or the use of writing.
3.
Language
Nonverbal communication
Body Language
Paralanguage
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Although all of us have been communicating with others since our infancy,
the process of transmitting information from an individual (or group) to
another is a very complex process with many sources of potential error.
Terry: "I won't make it to work again tomorrow; because I have a morning
sickness due to my pregnancy
Boss: Terry, this is the third day you've missed and you have a lot of things
to do in the house? Who will do this?
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defensiveness, distorted perceptions, guilt, project, transference,
distortions from the past
misreading of body language, tone and other non-verbal forms of
communication (see section below)
noisy transmission (unreliable messages, inconsistency)
receiver distortion: selective hearing, ignoring non-verbal cues
FORMS OF COMMUNICATION
1. Speaking
Speech communication refers to the processes associated with
the production and perception of sounds used in spoken
language.
2. Writing
is the representation of language in a textual medium; that is with
the use of signs or symbols.
It is distinguished from illustration such as cave drawings and
paintings.
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Start by Understanding Your Own Communication Style
Be An Active Listener
People speak at 100 to 175 words per minute (WPM), but they can listen
intelligently at up to 300 words per minute.
gain information, obtain directions, understand others, solve problems,
share interest, see how another person feels, show support, etc.
are facial expressions like smiles, gestures, eye contact, and even your
posture.
Give Feedback
Stop Talking: Asks the other person for as much detail as he/she can
provide; asks for other's views and suggestions.
Looks at the person, listens openly and with empathy to the employee; is
clear about his position; be patient
Listen and Respond in an interested way that shows you understand the
problem and the other's concern
is validating, not invalidating ("You wouldn't understand"); acknowledge
other's uniqueness, importance
checks for understanding; paraphrases; asks questions for clarification
don't control conversation; acknowledges what was said; let's the other
finish before responding
Focuses on the problem, not the person; is descriptive and specific, not
evaluative; focuses on content, not delivery or emotion
Attend to emotional as well as cognitive messages (e.g., anger); aware of
non-verbal cues, body language, etc.; listen between the lines
React to the message, not the person, delivery or emotion
Make sure you comprehend before you judge; ask questions
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Use many techniques to fully comprehend
Fight distractions
Communication process
Sender
encoding
channel
decoding
receiver feedback
context
Source
As the source of the message, you need to be clear about why you're
communicating, and what you want to communicate.
Message
Encoding
Channel
Decoding
Receiver
Feedback
Your audience will provide you with feedback, verbal and nonverbal reactions
to your communicated message.
Pay close attention to this feedback, as it is the only thing that allows you to be
confident that your audience has understood your message.
Context
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ASK ONE QUESTION AT A TIME
ASK FOCUSED QUESTIONS.
AVOID LEADING QUESTIONS.
AFTER YOU ASK A QUESTION, WAIT SILENTLY FOR AN ANSWER.
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Personal Qualities: Displays responsibility, self-esteem, sociability, self-
management, integrity and honesty
1. Responsibilityexerts a high level of effort and perseveres towards
goal attainment
2. Self Esteembelieves in own self-worth and maintains a positive
view of self
3. Sociabilitydemonstrates understanding, friendliness, adaptability,
empathy, and politeness in group settings
4. Self Managementassesses self accurately, sets personal goals,
monitors progress, and exhibits self-control
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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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1. What are the three skills needed by all workers in obtaining and conveying
workplace communication?
2. The technologies most often used for communication are voice mail, E-
mail, fax, and word processing
6. What is communication?
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14. 7. Keep it simple. Say what you mean, say it briefly and constructively.
People fall in love
15. with the sound of their own voices and forget that other people have
equally important things to say. Say what you want to say and then get out
of the way. Practice saying things briefly, you will eventually get good at it
and be able to devote your time to more enjoyable pursuits.
16.
17. 8. Leave any personal agendas out of the meeting. When people come in
with a predetermined outcome in mind it tends to derail the whole group.
18. 9. Keep an open mind and redirect the conversation when you notice that
someone is trying to settle a score or is aggressively advocating for a
personal issue.
19. 10. Keep it positive. Communication ideally builds a positive atmosphere
that promotes solutions rather than only gripe sessions. Remember to
model positive behavior so that everyone follows your lead. Keep the tone
upbeat and people will have a hard time staying cranky.
20.
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ANSWER KEY
1. The following are the three skills needed by employees in obtaining and
conveying workplace communication:
a. Teamwork
b. Flexibility
c. Communication
a. Verbal
b. Non-verbal
a. Visual
b. Tactile
c. Vocal
d. Use of time, space, and image
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LEARNING OUTCOME NO. 2:
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Information Sheet 2:
By Donna Reynolds
Business meeting etiquette is basically good common sense, but one that takes a
little practice. If your meeting (as many of them are) is to discuss a business plan,
then you'll benefit from being prepared.
Certainly, we can all identify what not to do when planning and/or attending a
meeting, but often what we really need is a set of guidelines or rules of etiquette
as to how to do this successfully. Here are some business etiquette tips to help.
Attending a Meeting:
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Running a Meeting:
6. Manage the meeting. Stick to the agenda and keep an eye on the time.
Politely discourage cross-talk and make sure that every person has an
opportunity to speak. Move the agenda along, but not so fast as to miss
key points. If the meeting goes off-topic, remind the group of the agenda at
hand and suggest that unrelated matters be addressed at another time.
8. Summarize. At the end of the meeting, sum up the action items and if
necessary, request another meeting.
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9. Follow-up. Once the meeting is over, follow up with all attendees. Send a
list of action items, resolutions and issues that remain open. Thank people
for taking the time to attend, and request feedback.
1- Briefing meetings
2- Business meetings
3- Planning meetings
4- Consultation meetings
By informing attendees just before they are not only less likely to forget it but they
will also come with any material or information needed to support the discussion
topics.
2. Minimize participants
Invite only those who are truly needed. As the number of participants goes up so
does the tendency to get bogged down. Often, those who are not needed will
show up to obtain any information resulting from the meeting.
As a rule, every meeting should have an agenda that has at least three points; the
topics, the time allocated for each topic, and the talker, the one who is taking the
lead for a given topic.
Meeting leaders should not assume that everyone automatically understands the
meeting purpose and the desired outcomes. By stating them clearly at the
beginning, it will get the meeting started quickly and keep it on track.
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5. Attempt to involve each team member
Meetings can often get off balance when a few attendees do all the talking and
dominate the discussions. The meeting leader should attempt to involve each
member to ensure that group synergy occurs.
Many times meeting discussions are very interactive but if the results are not
translated into action items may fail to be productive. Almost every meeting
should conclude with a) a description of actions to be taken, b) who has accepted
the action, and c) when the action item is to be completed.
When project meetings begin being held many meetings will often be the most
ineffective due to new participants, circumstances, unfamiliarity with roles, etc. By
periodically measuring a meetings effectiveness, they can often be brought to a
higher level of efficiency.
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1. Give ten (10) Effective Workplace Communication Tips
5. What are the good etiquettes in attending meetings in the work place?
ANSWER KEY
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5. We agree to communicate with each other respectfully, with a
calm tone of voice, without harsh language and with no derogatory
comments.
We agree that any information that is communicated will not be used
against someone or to make them feel bad.
Keep it simple. Say what you mean, say it briefly and constructively.
Leave any personal agendas out of the meeting.
Keep an open mind
Keep it positive.
2. The non-verbal, physical means of communication include:
body language
sign language
paralanguage
touch
eye contact
or the use of writing.
3. The Types of meetings in an organization which are divided into 5
categories are:
1- Briefing meetings
2- Business meetings
3- Planning meetings
4- Consultation meetings
5- Review and Evaluation meetings
Be on time
Be prepared.
Bring a notebook and pen
Participate
Be polite and attentive
Conduct yourself professionally
Thank the chairperson
Be on time
Be prepared
Bring a notebook and pen
Participate.
Be polite and attentive
Conduct yourself professionally
Thank the chairperson
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LEARNING OUTCOME NO. 3:
Administrative tasks that you will be expected to perform will most likely include
preparing documents and completing forms in accordance with government
legislation and regulations, and also with organizational policies and procedures.
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It is expected that at the end of this section you should be able to:
Organizations are often specific about how to present formal correspondence and
case management notes, as well as reporting and record keeping, including for
legal purposes. Workplace guidelines, templates and forms are often provided to
ensure that these tasks are completed correctly.
Misleading, incorrect or missing information is not only frustrating for the people
who process or refer to the information; it could have client service, financial, duty
of care or reporting implications for which your organization is legally liable. If you
are in rural or regional areas, incorrect information could delay important
processes that could severely affect your client.
If you are unsure how to fill out forms or complete documentation, always ask
dont guess.
Administrative protocols
A protocol is simply a set of rules that describe the standard way to approach a
task. Following administrative protocols means that you perform tasks in
accordance with your organizations policies, procedures and expectations.
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designated officers required to approve or sign a document
timeframes set for completion or submission
restrictions on who can access or use the information
storage and archiving requirements
obtaining comparative quotes for goods or services.
Your day-to-day duties may require you to complete a range of forms, for
example, personal time sheets and leave forms, business forms such as
purchasing orders, and case-related forms such as client registration forms,
referral forms and client contact records. These forms range in complexity,
audience, format and formality.
You need to be able to select the appropriate form for your purpose and
complete it accurately. The example below shows the forms that you might
need to complete a purchasing process. The process and forms used by
your organization may be different.
Obtain quotations complete fax cover sheet and quotation form
Order goods complete a requisition/purchase order
Accept goods sign a delivery sheet
Inventory enter goods into inventory.
Select from the list below to see some examples of forms that are relevant
to your future organization (samples):
Authorization to Act
Client registration form
Confidentiality form
Equipment checklist
Induction checklist
Message form
Requisition form
Timesheet
Volunteer driver form
The format you choose will be determined by the preference of your organization.
Whatever format you choose, pay particular attention to how well your document
conveys your message, through:
Feedback
This activity can be completed as described below, or you could look at other
workplace protocols that are relevant to your job and describe one of those
instead. Make sure you discuss it with your teacher or trainer first.
Find out about the protocols for purchasing supplies and equipment in your
organization and complete the following:
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B. List the staff members responsible for the approval/sign-off of the
documentation needed for each of these purchasing processes.
This activity can be completed using any of the example forms provided with this
resource. You could also use forms from your workplace discuss this with your
teacher or trainer first.
If there is any part of the process that you are unsure of, or you dont understand
what details are required by the form, ask your supervisor for advice.
Procedures provide specific guidelines for completing a task, such as filling out
and submitting a form. The procedures are normally based on organizational
policy, which deals with broad issues, roles and functions relating to the specific
area, such as case management, workplace safety or purchasing.
If you are unsure of the policies or procedures that apply in your workplace, ask a
more experienced co-worker to assist you, or refer to your organizations
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guidelines or manuals. Procedures you must follow may be similar to the following
examples:
Grievance process
Staff appraisal process
Case example
You have written a letter to a client and pass it to the receptionist to include with
the daily mail. He asks you who approved the letter, and then explains that there
are specific procedures for sending letters. These are in place to ensure that all
communication with clients is professionally presented and in line with client
management policies.
You learn that there is a template you must use a pre-formatted document on
letterhead, with instructions for content wording. There is also a process of
proofreading and approval before the letter can be sent.
Case example
The WHS policy that guides this process is supported by procedures for recording
information and processing the necessary forms.
Feedback
This activity can be completed as described below, or you could look at other
workplace protocols that are relevant to your job and describe one of those
instead. Make sure you discuss it with your teacher or trainer first.
Find out about the protocols for purchasing supplies and equipment in your
organization and complete the following:
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D. Make a list of the documents used for purchases involving:
f. use of petty cash
g. ordering from a preferred supplier
h. obtaining quotes from suppliers
i. receiving goods on delivery
j. paying for goods and services.
E. List the staff members responsible for the approval/sign-off of the
documentation needed for each of these purchasing processes.
This activity can be completed using any of the example forms provided with this
resource. You could also use forms from your workplace discuss this with your
teacher or trainer first.
If there is any part of the process that you are unsure of, or you dont understand
what details are required by the form, ask your supervisor for advice.
Feedback
Choose two examples of workplace forms and identify the policies and
procedures that apply.
Feedback
All of the forms that you complete in your workplace will be guided by policies
and/or procedures.
Personal documents
Personal documents are any documents that contain information about a specific
person, for example, a completed performance appraisal form is a personal
document, while an invoice for stores is not.
Workplace policies and procedures for storage and access of information provide
a guide for workers to follow, and if you are conscientious in adhering to these,
information can be kept secure and in good order, and will be easily accessible to
those who need it.
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store and dispose of equipment and materials in accordance with
organizational procedures
deal with issues and problems arising from the operation of equipment in
accordance with organizational protocol
undertake training to use particular equipment as needed.
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Answer Key:
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1. The following are examples of a list of the documents used for
purchases:
use of petty cash
ordering from a preferred supplier
obtaining quotes from suppliers
receiving goods on delivery
paying for goods and services.
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