NC II

COMPETENCY-BASED LEARNING MATERIALS

List of Competencies
BASIC COMPETENCY

No. Unit of Competency Module Title Code

400311210
1. Participate in workplace Participating in workplace
communication communication
Work in a team Working in a team 400311211
2.
Solve/address general Solving /address general 400311212
3. workplace problems workplace problems
Develop career and life Developing career and life 400311213
4. decisions decisions
Contribute to workplace Contributing to workplace 400311214
5. innovation innovation
Present relevant Presenting relevant 400311215
6. information information
Practice occupational Practicing occupational 400311216
7 safety and health safety and health policies
policies and procedures and procedures
Exercise efficient and Exercising efficient and 400311217
8 effective sustainable effective sustainable
practices in the practices in the workplace
workplace
Practice entrepreneurial Practicing entrepreneurial 400311218
9 skills in the workplace skills in the workplace
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE
COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE

COMMUNICATION

MODULE DESCRIPTOR : This unit covers the knowledge, skills and attitudes
required to gather, interpret and convey information in
response to workplace requirements.

NOMINAL DURATION : 4 Hours.

Introduction
This module contains information and learning activities in Participating in
Workplace Communication.

Upon completion of this module and you feel confident that you have had sufficient
practice, you may request your Trainer to arrange an appointment with a registered
Assessor for your assessment. The results of the assessment will be recorded in
your Competency Achievement Record Sheet.

SUMMARY OF LEARNING OUTCOMES

At the end of this Competency-Based Learning Material, the learners are expected to
meet the following learning outcomes:

LO 1 Obtain and Convey Workplace Communication.

LO 2 Participate in Workplace Meetings and Discussions.

LO 3 Complete Relevant Work-Related Documents.

SUMMARY OF ASSESSMENT CRITERIA

 Specific and relevant information is accessed from appropriate sources

 Effective questioning, active listening and speaking skills are used to gather
and convey information
 Appropriate medium is used to transfer information and ideas
 Appropriate non- verbal communication is used
 Appropriate lines of communication with supervisors and colleagues are
identified and followed
 Defined workplace procedures for the location and storage of information are
used
 Personal interaction is carried out clearly and concisely
 Written notices and instructions are read and interpreted in accordance with
organizational guidelines
 Routine written instruction are followed based on established procedures
 Feedback is given to workplace supervisor based instructions/ information
received
 Workplace interactions are conducted in a courteous manner
 Where necessary, clarifications about routine workplace procedures and
matters concerning conditions of employment are sought and asked from
appropriate sources
 Meetings outcomes are interpreted and implemented
 Range of forms relating to conditions of employment are completed
accurately and legibly
 Workplace data is recorded on standard workplace forms and documents
 Errors in recording information on forms/ documents are identified and acted
upon
 Reporting requirements to supervisor are completed according to organizational
guidelines
LEARNING OUTCOME SUMMARY

LEARNING OUTCOME 1: OBTAIN AND CONVEY WORKPLACE INFORMATION

CONTENTS:

o Effective verbal and nonverbal communication

o Different modes of communication
o Medium of communication in the workplace
o Organizational policies
o Communication procedures and systems
o Lines of Communication
o Technology relevant to the enterprise and the individual’s work
responsibilities Workplace etiquette
o Following simple spoken language
o Performing routine workplace duties following simple written notices
o Participating in workplace meetings and discussions
o Preparing work- related documents
o Estimating, calculating and recording routine workplace measures
o Relating/ Interacting with people of various levels in the workplace
o Gathering and providing basic information in response to workplace
requirements
o Basic business writing skills
o Interpersonal skills in the workplace
o Active-listening skills

ASSESSMENT CRITERIA:

o Specific and relevant information is accessed from appropriate

sources
o Effective questioning, active listening and speaking skills are used to gather
and convey information
o Appropriate medium is used to transfer information and ideas
o Appropriate non- verbal communication is used
o Appropriate lines of communication with supervisors and colleagues are
identified and followed
o Defined workplace procedures for the location and storage of information
are used

CONDITIONS:

o Fax machine
o Telephone
o Notebook
o Writing materials
o Computer with Internet connection
METHODOLOGIES:

 Group discussion
 Lecture
 Demonstration

ASSESSMENT METHODS:
o Demonstration with oral questioning
o Interview
o Written test
o Third-party report
 o INFORMATION SHEET 1.1 / LEARNING OUTCOME NUMBER 1.1

OBTAIN AND CONVEY WORKPLACE COMMUNICATION

COMMUNICATE EFFECTIVELY

Relay Information in a Clear and Concise Manner Using Appropriate

Communication Techniques

Application of the Unit

This unit applies across the service

industries to all job roles and levels
and in particular to the full range of
industry sectors and environments.

Introduction
https://digiaide.com/what-is-communication/

When working in the range of industry sector, there is a need to communicate with
both customers and colleagues. In essence colleagues are other staff in your
business. However it may also apply to people working in external businesses that
help provide products or services provided to your customer. This can include
contractors or suppliers.

It is important that all of these communications, whether with customers or

colleagues, are conducted in a polite, professional, clear and concise manner.

Who Might Communication Occur With?

This unit is applicable in many workplace situations within the hospitality, and
industry sector.

Depending upon the enterprise or specific situations, customers and colleagues can
include:

 Workmates.
 External customers and clients.
 Members of other tourism and hospitality industry sectors.
 Individuals or groups such as consultants and committees.
 Government agencies and private organisations.
 Local residents.
 Visitors.
 Media.
This broad list serves to highlight
the diverse nature of the people
with whom we are likely to interact
in the course of work.

The situations and contexts in

which this unit might be applied
include:

 In an office environment.
 On site.
 At an event.
 Using a phone. https://www.alfihri.org/post/the-behavioral-levels-of-effective-
communication
Again, this highlights the potentially wide-ranging nature of our role within industry,
and the continual and diverse way in which we may be called on to interact with all
manner of individuals.

Remember, all communications with both customers and colleagues should be

conducted in an open, polite, professional and friendly manner. The information
provided must be clear and concise.

What Types of Communication are there?

There are a variety of communications

mediums used in the industry. Some
may be specific to a particular
establishment or industry sector, and
others are quite general across all
industry types and venues.

The basic communication options

include:

 Verbal –including face to face

communication and talking on the phone. This also embraces the use of
languages other than English and the use of Indigenous languages.
 Written Format which includes electronic mail and hard copy
communications such as letters, signs, labels, posters and advertising and
warning material.
 Non-Verbal – facial expressions, gestures, sign language.
 Use of an interpreter to interpret verbal and printed language.
Use Language and Tone Appropriate to a Particular Audience, Purpose and
Situation, Taking Into Account the Relevant Factors Involved

Introduction

Whether communicating with others

in verbal form (face to face or by
phone), or in written format it is vital
to make sure that the language and
tone is appropriate to the nature of
each individual communication.
https://www.istockphoto.com/vector/workers-webcam-group-
conference-with-coworkers-on-huge-computer-business-characters-

This highlights that many communications need to be undertaken taking into account
the context in which each communication occurs.

This means there is a need to modify most communications to suit the individual set
of circumstances that apply, and to take into account the individual with whom the
communication is taking place.

The ‘Internal’ Customer

Customers come from outside the business and may be referred to as ‘external’
customers. That is, they are external to the business.

By contrast, ‘internal’ customers are other staff, workers and colleagues from within
the business.

It is as important to serve and communicate with internal customers with the same
care and attention that is used to serve and communicate with external customers.

The Need for Effective Communication

All communication, whether verbal or written, needs to be effective to demonstrate

our intention to meet customer and colleague needs and to deliver service and
responses quickly.

 To help achieve effective communication, the following five rules apply:

1. Every message must have a purpose.
2. Messages should match the interests and abilities of the receiver.
3. Unnecessary words should be eliminated.
4. Chosen words should be within the experience range of the receiver.
 5. Verbal messages should be clear and concise, using the correct words
and their pronunciation, along with appropriate inflection, tone,
language, speed and volume of voice.

This means that in some instances, written communication may need to:

 Use graphics or pictures to help clarify

meaning.
 Be produced in a language other than
English.
 Be printed in a font that is easy to read and in
a print size that encourages people to read it.
 Be available in ‘take away’ form so that
people can take a copy with them to read
later and or in more detail.

Clear Verbal Communication Skills

Verbal communication involves sending and

receiving messages via language or speech (verbal
https://www.istockphoto.com/vector/customer-
communication) or via body language (non-verbal
rating-concept-gm1145037329-308074600
communication).

Many people think that communication is a one-way thing where you send a
‘message’ to a customer or staff member, or vice versa.

In actual fact, for communication to occur there must be ‘feedback’. The receiver
must also send a message that indicates they have understood the message that

has been sent.

https://courses.lumenlearning.com/wm-organizationalbehavior/chapter/the-process-of-communication/

Without feedback, there is only monologue, not dialogue. Without feedback it is

possible to argue that no real communication has occurred.

It is now recognised that communication comprises both ‘verbal communication’ and

‘non-verbal communication’:
  Verbal communication is questioning, listening and answering – the spoken
word.
 Non-verbal communication is body language – facial expressions, eye
contact, gestures and posture.

It is important for the body language to match the verbal message because where
there is a mismatch. This occurs when a positive verbal message is sent while the
speaker is frowning and or looking annoyed), the listener will nearly always:
 Be confused about what they are hearing or seeing.
 Believe the message that the body language is sending, rather than believing
the verbal message.

What Do We Communicate?
Communication takes place with customers and colleagues on a constant basis.
Whilst the content of the communication may vary for different audiences, the
success of effective communication is vital to ensure the success of the customer’s
visit to your establishment.

In this Section, we will explore the different types of communication provided to:
 Customers.
 Colleagues.

Communicating with Customers

Communication with the customers visiting

your property is primarily aimed at providing
information about such products and services.
It not only means providing a standard
answer to questions that may be asked, but to
provide information tailored to the needs of
each individual customer. https://www.entrepreneur.com/article/352458

You have to be able to supply relevant information immediately in an accurate and

concise manner in order to build your credibility in the eyes of the customer, and to
optimise the potential to make sales.

It is important that staff not only have communication skills, but a good
understanding of product knowledge. In this case ‘product’ knowledge, not only
refers to all the products that your establishment provides such as beds, pools and
gym equipment, but also all the ‘services’ that are also provided. Examples of
services may include massage services, kids’ club and cooking demonstrations.

Another reason to develop knowledge is that a customer may be indecisive about

making a choice and you might be able to assist by providing information that will
allow them to make a decision more suited to meet their needs. This may refer to
where to visit, what to eat, which room to choose or which wine to select.
The better you meet their identified need, the greater the chance of them making a
purchase, returning to the venue to spend more money at a later date, and
recommending us to their friends.

Golden Rule When Communicating with Customers

It must be a Golden Rule for you when working in the industry to never say “I don’t
know” to a customer and leave it at that.

If a customer asks a question and you do not know the correct answer you should:

 Be truthful – tell them you don’t know the answer.

 Apologise – where appropriate.
 Inform them you will find out the answer to their question.
 Find out the answer. This may involve accessing a web site, contacting
another staff member, looking up information in a brochure or making a phone
call.
 Pass on the information to the customer – either verbally or in written form as
appropriate.

Communicating with Colleagues

Communication with colleagues is different to that provided to customers. However,
the objective is the same i.e., to ensure each customer has an enjoyable experience
at your establishment.

Communication used between colleagues may come in different formats, whether

through meetings, emails, documentation, or phone calls, but the purpose normally
is ‘operationally focused’ relating to relaying information in one of the following:

 Operational performance – financial summary, feedback of activities or

customer complaints.
 Upcoming events – times, dates, inclusions, staffing requirements and
requirements for ordering of stock.
 Products and services – new or amended offerings.
 Promotional activities – scheduled activities, merchandising, promotional
codes, inclusions in packages or promotions, prices and availability.
 Specific customer issues – VIP status, special requests, bookings or
complaints.

Regardless of the information communicated, the importance of having clear and

concise communication channels can never be underestimated.

Non-Verbal Communication

‘Body language’ is also called ‘non-verbal communication’.

Non-verbal communication is anything other than words that communicates a

message.
It includes:
 The way we stand including the use of ‘space’ and where we stand in relation
to others.
 The way we talk.
 The clothes we wear and the accessories we use.
 Our facial expressions.
https://www.wikihow.com/Communicate-With-Body-Language
All these things communicate something.

In dealing with other people, the non-verbal cues are

often used, consciously or subconsciously, in making
judgements about people, about what they say and
about their honesty and deceptiveness.

It is important to remember that while we are making

judgements about customers based on their non-verbal communication, the
customers are also making judgements about us based on the non-verbal
communication we consciously or unconsciously send.

Major Aspects of Non-Verbal Communication

Five distinct aspects of non-verbal communication have been identified.

1) Emblems”

These are the explicit type of gestures and body language that are used with
complete intention, and whose meanings are generally accepted and
understood.
Examples are:
 Showing all your fingers with palm or whole hand to indicate “stop” or
“do not continue.
 Holding the forefinger vertically in front of the lips to indicate ‘Shhh, be
quiet’.

2) Illustrators
These are mannerisms that are unique to individuals.

They are what people do when talking. They are

used to reinforce the verbal message they are
sending.

They are usually related to the use of the hands,

but they also include things that mark a person’s
speech, such as the way one person may end a
sentence, pauses in their speech, and emphasise
on certain words.
 While these mannerisms are all individual, the people are usually not aware
that they do them until they see or hear themselves recorded on video or
audio sources.

3) Affect displays
These are the ways in which our facial expressions or our body movements
reveal our emotions.

In everyday life, people tend not to monitor or intentionally control their affect
displays. Their true emotions are allowed to show.

In certain workplace situations however, staff may be required to display

emotions that are contrary to their real feelings.

This is the case where staffs are primarily in contact with customers that
require them to smile all the time and present themselves as happy and nice
when they may even feel the opposite.

4) Regulators
Everyone expresses themselves using regulators.
They are behaviours such as:
 Nods.
 Stance.
 The direction and the duration of someone’s gaze.
 Vocal pitch.
 Raised eyebrows.
 The position of the head.

These behaviours regulate the verbal

message, for instance, making it stronger
or gentler, more authoritative or friendlier,
casual or more formal. Just like
illustrators, regulators are hardly noticed
by the person speaking, but they are
certainly noticed by others.

5) Adaptors
These are unconscious behaviours that are mainly nervous in nature.
People are generally unaware of making them.
Examples are:
 Doodling during meetings
 Itching your nose in a meeting https://www.wikihow.com/Communicate-With-Body-Language

 Picking your nails in a meeting

 Scratching

Importance of Non-Verbal Communication

Body language has a positive impact on communication when it supports the verbal
message, and when it signifies genuine interest and attention.
Body language is negative when there is no match between the verbal and non-
verbal messages. In other words, the spoken message and the body language
should say the same thing. If they don’t, the result is negative, because the two
different signals are confusing.
In most instances where there is a conflict between verbal and non-verbal
communication, the body language is the one that people tend to take more notice
of. Actions do indeed speak louder than words.

Reading Body Language

The following information can be used to help read the body language of others, and
used to assist in sending the required non-verbal communication when
communicating with others.

Kinesics

Kinesics is the art or science of decoding body language.

https://www.ifioque.com/nonverbal-communication/kinesics_communication
There are many aspects to be considered:
 Space. The allocation of space is important. There is a direct relation between
a person’s power and space. More important and powerful people have bigger
offices, and people tend not to stand as close to them.
 People also have a need to stake out a claim on a piece of ground so that it is
their own territory, within which they have control. Attempts to invade this are
commonly resisted or, at least, evoke negative or defensive behaviour. For
example, staff may seek to establish their own space in and around their
workstation.
 People also move around with an imaginary bubble of private space
surrounding them. They regard this as their own personal space. Only known
people or loved ones can break into this area. When others cross into this
personal space, it is a negative experience causing concern.
 The size of the ‘bubble’ depends on the nature of the context. It is different in
a crowded room to what it is in a social gathering where there is no crowd,
and different again to what is acceptable for a fleeting social meeting or a talk
with a senior or junior colleague.
 While children use touch quite instinctively as a means of communication,
adults tend to steer away from it in most cases, although some individuals are
very much ‘touchy-feely’ people.
  As a general rule, touching guests has little or no place in hospitality, tourism
or events. Exceptions are hand shaking, and the placement of a reassuring
hand following some anxious moment or event.
 Legislation regarding harassment has meant that many people restrict natural
touching instincts. Certainly, it is more acceptable for women to touch men
socially, than it is for men to touch women.

Orientation and Posture

The physical position in relation to the person we are communicating with, and the
posture we adopt, all have the potential to convey signals.

Standing side by side tends to indicate compliance and a willingness to assist.

Standing in front tends to indicate
confrontation.

For this reason, it is seen as

unproductive to conduct an interview of https://www.allbusiness.com/7-ways-encourage-best-candidates-apply-job-107568-1.html
any kind with the two parties sitting
opposite each other, especially across a
desk. Armchairs at ninety degrees and a
low coffee table are preferred to
encourage a non-threatening, non-
confrontational situation.

Other examples of the impact of position and posture is the effect that a standing
person has on someone who is sitting, the impression that hunched shoulders
conveys, and the different impression that standing upright with, say, hands on hips
gives.

Similarly, a person who talks to you while they continue walking and doesn’t stop to
communicate gives a certain impression that is different to a person who stops and
talks.

Facial Expressions

Facial expressions are the ones that humans are best able to control.

While much can be read from them, it must be remembered that they can be
controlled or manipulated and must be interpreted together with the verbal
messages.

Eye Movement

Eyes contribute a significant amount to total body language.

Eyes can indicate interest when regular, but intermittent, eye contact is maintained.
Very long periods of eye contact can indicate a desire for intimacy and is therefore to
be avoided in a business or workplace setting.

The listener looks at the speaker far more than the speaker usually looks at the
listener.

Long periods of looking away from the speaker or listener can indicate disinterest.

Looking is very tied to obtaining information and feedback. The person talking will
quickly receive the ‘not interested’ signal where the person to whom they are talking
looks away.

Gestures

Movements of the arms, legs, hands and feet all send information. They can be used
to supplement information given verbally.

Examples of some body movements and their meaning or purpose include:

 Pointing – to reinforce the direction given to a customer or to indicate the
location of an item.
 Throwing up the hands in alarm – to reinforce emotions.
 Moving the head or other body parts to stress certain things – especially to
support the spoken word.
 Using wide and energetic gestures – to convey a certain personality type or to
express self-image.
 Mirroring the stance of the other person, where two people are talking about
something they share to indicate agreement or submission, and to express or
reinforce person to person relationships.

Complete Routine Workplace Documentation Accurately in a Timely Manner

Introduction

Each position will have its own specific tasks which will have its own specific
documentation for completion. This Section will explore:
 Different types of generic written communication that is used in a hospitality or
tourism organisation.
 Examples of specific documentation that may be produced for key job roles in
the hospitality and tourism industry.
SELF-CHECK 1.1 / LEARNING OUTCOME NUMBER 1.1
Instruction: Choose the best answer and encircle the letter of your choice.

1. __________ contribute a significant amount to the total body language.

A. Eyes C. Face
B. Ears D. Gestures

2. A __________ is a state of opposition between persons, ideas or interests.

A. Argument C. Problem
B. Conflict D. Differences

3. When the receiver must also send a message that indicates they have
understood the message that has been sent is called a.
A. Response C. Feedback
B. Understanding D. Reasoning

4. This is also refered to as “Non-verbal Communication”.

A. Gestures C. Body language
B. Pointing D. Sign language

5. __________ is very tied to obtaining information and feedback.

A. Pointing C. Acting
B. Looking D. Smiling
INFORMATION SHEET NUMBER 1.2 / LEARNING OUTCOME NUMBER 1.2
PERFORM DUTIES FOLLOWING WORKPLACE INSTRUCTIONS

Introduction

The term meeting refers to ‘a bringing together’. In

business terms this generally means bringing
together different people with the common goal of
reaching some type of objective or outcome.

Most businesses will have meetings, using a range

of meeting types and styles.

Regardless of the meeting, it is important that every meeting has a purpose and
provides value. It is not productive to have meetings for the sake of having a meeting
if there is no need for it.

Traditionally meetings take place using direct face to face communication; however,
with a wider range of communication technology becoming available every day,
meetings can take between people who are physically located in all corners of the
world.

Characteristics of Meetings
Regardless of the type and style of meeting or where the meeting participants are
physically located all meetings will generally have similar characteristics.

In essence meetings are planned events, with some form of structure and purpose
are designed to:
 Get people together.
 Get alignment towards a specific range of
topics.
 Provide information.
 Brainstorm ideas.
 Exchange ideas and thoughts.
 Understand the topics discussed.
 Reach confirmation and agreement.
 Assign accountability and actions.
 Decide on further action or strategy.

Identify Need for Meetings

As mentioned, every meeting must have a purpose. There must be a reason to get
people together.

The purpose of a meeting must be clear for all participants. Nobody wants to come
along to a meeting and give up his or her time when they are not sure what the out-
come is going to be.
Prior to the meeting a number of issues need to be clarified.

These are just basic common-sense questions that need to be answered.

 Is the meeting necessary or can you solve the problem with a couple of quick
phone calls?
 Can these issues be discussed at another meeting? In other words, do the
issues really warrant a separate meeting?
 Do you need to access other people’s information, or do you have enough
information to solve the problem alone?

Generally, a meeting has a two-fold purpose. Apart from aiming to solve and deal
with an emerging issue, meetings generally aim to be informative and consequently
use the opportunity to inform members about changes or new information that may
affect them.

They aim to:

 Inform people and share information about
new issues or developments
 Access new information and exchange
information between participants at the
meeting
 Make decisions by using those present to
brainstorm ideas and offer solutions
 Review and monitor existing programs or
project manage new ones.

Intention of Meetings
The intention of meetings will normally be dictated by the outcome to be
reached including:
 Problem-Solving Meetings – these meetings are designed to discuss
and find solutions to existing or potential problems.
 Decision-Making Meetings – these meetings are designed to get key
persons to discuss a scenario, including their pros and con’s and to
reach a suitable solution
 Planning Meetings – these meetings are focused on future events and
are normally focused on developing strategies for implementation.
 Feedback or Follows-Up Meetings – these meetings
are mainly designed to communicate and discuss
facts or events that take place during the normal
course of a business. It also involves following up
on situations previously discussed.
 Combination Meetings – these meetings use a
combination of the above. Most meetings generally
will involve a range of information sharing,
discussion and reaching decisions.

Key Roles in Meetings

Meetings held on a regular basis are usually attended by the same group of people
who cumulatively are responsible for deciding certain outcomes. In order to achieve
those outcomes in an orderly and fair manner, certain positions or roles are assigned
to certain participants.

Key roles are generally:

1. Chairperson.
2. Secretary.
3. Treasurer.

Study the following information about each person’s responsibilities in accordance

with their role.

Participants of Meetings

When conducting meetings, it is vital that only persons who

have a vested interest in the topics for discussion are
included. All staff members in any business are normally very
busy and don’t want to waste time attending meetings that
serve no purpose to them.

When deciding on the people who are to be invited to a meeting there are a number
of questions that must be answered.
 Is this person required to play an active role in the meeting – speak, share
information or make a presentation?
 Are the meeting topics relevant to the person?
 Does the person need to be actually at the meeting to receive the information
or can it be delivered to them in another format?

Before the Meeting, Where Appropriate, and /within Appropriate Timeframes

Introduction

Quite often, the success of a meeting comes down to

planning. As actual meeting times are quite restricted, all
participants must be aware of, in advance:
 The purpose of the meeting.
 Any background information.
 Topics for discussion.
 Their role in the meeting.

It is important that all participants understand what the meeting will contain and what
is expected of them. It is vital that they are given all relevant information, well in
advance, to ensure they are fully prepared when the actual meeting takes place.
Preparing and Distributing Meeting Papers

In order to prepare participants, you may be required to:

 Prepare agenda.
 Prepare presentations.
 Prepare background notes.
 Give to staff, suppliers and other interested parties.
 Give to participants.

Confidentiality of Information

In many cases, any information that is to be given to participants, is confidential and not for
distribution or viewing to anyone.

This may include:

 Strategic plans.
 Financial information.
 Information about customers.
 Staff movements.
 Salary information.
 Operational matters.
 Marketing and promotional materials.

It is important to handle any information with discretion and to ensure it is only given
to those who are required to have it.

In many cases, any remaining documents left after a meeting must be kept in a
secure location to ensure it does not get in the hands of those whom are not required
to possess it.
SELF-CHECK 1.2 / LEARNING OUTCOME NUMBER 1.2
Instruction: Choose the best answer and encircle the letter of your choice.

1. It is the _________ responsibility to ensure the meeting’s purpose is achieved.

A. Manager’s C. Committee’s
B. Chairperson’s D. Director’s

2. Having a __________ for the sake of just having it is not productive.

A. Meeting C. Training
B. Session D. Standards

3. A __________ oversees and ensuring the finances of the organisation are kept in
order.
A. Manager C. Financier
B. Treasurer D. Executive Director

4. Are short meetings to share or clarify information, prepare and co-ordinate

events, anticipate needs or answer questions.
A. Small sessions C. Quick business meetings
B. Active sessions D. Advisory meetings

5. A specific person who has asked for the meeting to be prepared.

A. Manager C. Events planner
B. An organizer D. Caterer
INFORMATION SHEET NUMBER 1.3 / LEARNING OUTCOME NUMBER 1.3
COMPLETE RELEVANT WORK-RELATED DOCUMENTS

MAINTAIN WORKPLACE RECORDS

Complete Workplace Records Accurately and Submit Within Required

Timeframes

Introduction
Workplace records are an important part of any work
environment and should be accurately maintained within
the required timeframes.

There can be severe legal and financial implications if

records are not kept as required, are inaccurate, are
incomplete and/or are not kept up to date.

Types of Workplace Records

Records in the hospitality industry can include:

 Staff records.
 Performance reports.
 Fire safety checks.
 OSH inspections, risk assessments, and reports.
 Security records.
 Incident register.
 Gaming incidents register.
 Customer comments and feedback forms.
 Orders.
 Receipt of goods documentation.
 accident and illness register.
 Injury claims.
 Insurance claims.
 Lease agreements and renewals.
 Banking details.
 Linen cleaning records.
 Equipment maintenance records.
 Subcontracting agreements and compliance documentation.

Types of Staff Records

These are records relating to all aspects of staffing the premises and may be divided
into overall records and individual staff records.

Overall records are those records kept that relate to staff.

They are important planning tools and allow a manager to gain an overview of what
is happening with staff movements and training.

They include the following:

 Staffing rosters.
 Training details by operational area.
 Annual leave planning chart.
 Salary and overtime payments.
 Injury records.

Individual staff records relate to individual staff and can

include the following:
 Position description.
 Letter of appointment.
 Signed employment contract or offer of employment.
 Performance review records.
 Copies of certificates held by the employee.
 Leave records – such as annual leave, sick leave and maternity or paternity
leave.
 Record of uniform orders.
 Training schedule.
 Direct salary deduction details.
 Injury claims.

Check with your employer to determine which of the

above you are responsible for and if you are required to
complete any other records.

When dealing with these records it is important to

maintain confidentiality and to ensure the privacy of the
information.

Also, there is a need to make sure the records are kept

up-to-date or they become essentially useless and the records are kept in such a
way that facilitates their easy access.

Managers are advised to investigate any individual establishment requirements

relating to the keeping of records and to ensure they are observed.

Process Office Documents

Process Documents with Appropriate Office Equipment in Accordance with
Enterprise Procedures and Within Designated Timelines

Unit application
This unit describes the performance outcomes, skills and knowledge required to
complete a range of routine office procedures and activities, including writing simple
correspondence. As hospitality staff, you will need to perform office procedures,
either full-time (for those working in an office environment) or on an occasional basis
(for those working in a stock control environment or kitchen).
Introduction

This section identifies the processes that are involved with documentation, and the
types of documentation that may be found in hospitality office environments.
Processing of documents may include (but is not limited to) recording receipt or
sending of documents, mailing (including bulk mailing), photocopying, faxing, e-
mailing, collating, binding, and banking.

Office documents may include (but are not limited to) guest mail, customer records,
incoming and outgoing correspondence, letters, facsimiles, memos, reports, menus,
banquet orders, financial records, invoices, and receipts.

Irrespective of the business you are working in, you will need to follow industry
guidelines.

Processing Documents
As part of their daily duties, hotel receptionists and certain other staff will have to
process documents in accordance with enterprise procedures and within required
timelines.

Office Equipment
A computer (also referred to as a PC) can be used for various functions e.g. word
processing, spreadsheets, databases, business accounting, desktop publishing,
accessing the Internet, sending email, playing games, movies, music etc.

A typical standalone computer system is shown below:

Monitor (or Screen or VDU - Visual Display Unit)

The monitor (or screen) enables the operator to view data (and to alter it before
printing it out).

System Unit containing CPU (Central Processing Unit).

The System Unit can contain storage devices such as a hard disk, floppy disk drive
and CD ROM drive. A chip (called a Central Processing Unit) within the system unit
processes data and relays messages to and from the keyboard, monitor, disk drives
and printer.

Keyboard
The computer keyboard has the standard QWERTY layout
with extra keys for specific functions. The name comes from
the first six letters (keys) appearing in the top left letter row
of the keyboard, read left to
right: Q-W-E- R-T-Y.

Speakers
The speakers play sound when sound- capable features are
accessed on the computer.

Mouse
A mouse is used to select menu options, text and graphics
displayed on the monitor.

Printer
A printer is used to print text and graphics onto paper.

Different Types of Computers

Notebook or Laptop
These are portable computers which are used
by people “on the go”. A notebook is
similar in size to a standard book. A laptop
is larger than a notebook. They are both
lightweight, very convenient but are not as
fast as a fixed PC, have a shorter battery
life and can easily be damaged if not
taken care of.

Touch Screen PC
This is a PC that can be held in the hand. A touch screen looks similar to a
notebook/laptop monitor, though they can vary in style. A special pen is used to
access different menu options on the touch screen. There is no keyboard or mouse.
Palmtops
Mini computers are designed to perform basic computer functions
and fit in the palm of the hand. Many are used in conjunction with
a normal PC. There are different styles available. Two common
types are shown. You can transfer data from your PC to the
Palmtop as reference or to edit on the go. The palmtop is not as
powerful as a PC. Palmtops can be connected to the internet, or to
a PC and are useful when travelling to send and receive email.

Tablets/I Pads and I Phones

IPads and android tablets are a combination of a
modern smart phone and a laptop computer.
Business owners often use
tablets to get tasks done on
the run, create presentations for
meetings and update websites
and blogs. They are
lightweight, compact and
affordable. They can easily be synchronised with your
computer when returning to the office.

What are Hardware and Software?

Hardware
The physical components of a computer system – everything that you can touch –
are called hardware.

Software
The programs used on a computer are called software. This includes system
software (such as Windows, Mac OS etc.) and
application software such as Microsoft Word, Microsoft
Excel, etc. System software is necessary in order to run
a computer and all applications within it.

The System Unit

The System Unit contains the Central Processing Unit
(CPU - also referred to as the “processor”),
motherboard, memory, video card, sound card, and
other internal devices. It also has disk drives for storage
media, and ports for external devices.
The Processor
The Central Processing Unit (CPU) is the brain of your computer. It is a “chip” where
your computer interprets and processes information. It relays messages to and from
the keyboard, monitor, disk and printer.

Hard Disk, Floppy Disk, USB/Memory sticks and CD ROM Drives

Drives are used to store and access data. A hard disk drive is a permanent storage
device within your computer. Floppy disk, USB/Memory sticks and CD ROM drives
allow you to read data from portable media (CDs, floppy disks and external hard
drives).

Video Card
A video card fits inside your computer and determines the resolution (fineness of
information) and number of colours your monitor can display. In addition to colour,
some video cards allow the display of graphics such as graphs, circles and
geometric designs as well as text.

Memory
Your computer has a brain that processes information and a memory that stores the
information.

The memory is not a permanent storage place for information. It is only active while
your computer is turned on. When your computer is turned off the memory is erased
from the computer. This is called Random Access Memory (RAM). To avoid losing
your work you should save data on an external hard drive or a disk (i.e. hard disk or
floppy disk) for permanent storage.

ROM (Read-Only Memory)

ROM holds data/instructions relating to your computer e.g. ROM may store small
programs that can change the configuration of your computer. The data/instructions
held within ROM memory cannot be altered. When your computer is turned off the
data/instructions within ROM will remain (i.e. will still be there when you next turn
your computer on).

RAM (Random Access Memory)

RAM is a set of memory chips that hold data temporarily. This data can be accessed
and edited as required. When you turn off your computer the data stored within RAM
is lost. When you open a program, it is placed in RAM. When you exit a program, it is
removed from RAM. If a machine crashes, all that is in RAM, i.e. programs and/or
data, is lost.

In order to use computer technology correctly, it is important to know the

manufacturer’s instructions, as well as the organisation’s policies and procedures
regarding:

Booting up, logging on and logging off

File management program (identifying / opening files)

Modifying files

Saving and closing files

Printing files

Identify and Rectify and/or Report Malfunctions Promptly in Accordance with

Enterprise Procedures

Introduction

Large hospitality enterprises may have their own IT department who will help you
with equipment break down and routine maintenance procedures. However, if you
work for a smaller company, it is wise for you to schedule routine maintenance with a
contractor.
Preventative Maintenance

Routine or preventative maintenance ensures that the computer equipment will

remain in good working order. An example of preventative maintenance on computer
equipment is the cleaning of your keyboard, monitor and mouse.

The keyboard can be cleaned by turning the keyboard

upside down and gently tapping the bottom of the
keyboard. Monitors can be cleaned with a damp cloth. The
mouse requires regular maintenance as the tracking ball
under the mouse collects dust as it rolls inside the mouse.
To clean the mouse, turn it upside, remove the panel, and
clean the tracking ball and the rollers inside the mouse.

Remember to keep dust away from the air vents.

Printers require routine maintenance as well. Clearing out paper jams, changing
cartridges and cleaning the printer will lengthen the life of your printer. Most printers
have a print head cleaning function or you can use a print head cleaning kit. Make
sure that you read the manufacturer's instructions before you perform any
maintenance.

Consumables like floppy disks, CD's and paper require correct storage to ensure that
they will be usable when required. They should be stored in a clean, dry area. To
ensure that the moisture content of the paper is kept at an optimum level, paper
should be stored in a sealed container. Moist paper tends to curl and jam in the
paper path of a printer.

Routine Maintenance

It is important that routine maintenance of

business technology is carried out on a
regular basis to ensure minimal breakdowns.
Equipment should be cleaned regularly by
using a damp cloth or other approved
cleaning materials. Consumables should be
checked to monitor their rate of use, and
replaced when needed. Regular servicing by
qualified or manufacturer-approved
technicians will ensure that all equipment is
in the best condition possible to minimise
breakdowns.

All employees should receive training to

solve common faults, like paper jams, system
failures and low ink or toner cartridges. However, more complex problems should be
reported immediately to the person in charge of maintenance, to the manufacturer or
to the service company. Many companies keep a logbook of service visits.

Technology Consumables
In the course of completing work tasks, it is important that you know how to identify
and replace technology consumables rather than calling the IT department or
appropriate maintenance personnel. Technology consumables are:
Printer ribbons and cartridges

CD-Roms

Toner cartridges

Back up tapes

To order, you will need to fill out a requisition form or an order form.

Other consumables include floppy disks, the cheapest type of storage media,
although they are already obsolete in some countries. The most common type of
storage in most countries is a hard drive. Another medium of storing data at
low/medium cost is a zip disk which allows you to store up to 750mB of data.

Use Office Equipment to Process Documents

Introduction
In order to select the right technology and software to complete a task, it is important
to understand the functions of the office equipment and each type of software. When
starting a new job or when a new piece of equipment is purchased, you should be
trained in the main functions of the equipment, how to operate the equipment,
Occupational Safety and Health issues and routine maintenance.

Selecting the Right Technology and Software

Hardware Software Applications
 Computers, including laptops.  Email and Internet browsers
 Digital cameras. (Outlook).
 Zip drives.  Word processing (Microsoft Word).
 Modems.  Spreadsheets (Excel).
 Printer/scanner/photocopier  Databases (Excel).
combination.  Work project.
 Facsimile.  Accounting packages (Myob).
 Paging equipment.  Presentation packages (Ppt).
 Calculators.  Manage files (Office Manager).
 Audio-transcribing machine.
 Telephone answering machines.
 External hard drives.
 Ergonomical mouse.
SELF-CHECK 1.3 / LEARNING OUTCOME NUMBER 1.3
Instruction: Choose the best answer and encircle the letter of your choice.

1. A CPU is a.
A. Central parts unit C. Central producing unit
B. Central processing unit D. Central private unit

2. Irrespective of the business you are working in, you will need to follow these.
A. Standards C. Policies
B. Industry guidelines D. Directives

3. This often referred to as a PC.

A. Personal concerns C. Personal computer
B. Personal collective D. Personal conductor

4. They are advised to investigate any individual establishment requirements

relating to the keeping of records and to ensure they are observed.
A. Managers C. Supervisors
B. Mentors D. Colleagues

5. The physical components of a computer system – everything that you can touch.
A. Keyboard
B. Hardware
C. Software
D. Desktop