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National Certificate in Paper & Pulp Manufacturing NQF Level 2 Maintain and adapt oral communication. Understanding Desired Impact Misunderstanding The Receiver Undesired Consequences The Message The Sender Commissioned by PAMSA and German Technical Co-Operation 1 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Maintain and Adapt oral Communication Topics Modules Notional Hours TF203.12 Understanding what good communication is 3 TF203.13 Understanding the communication process 3 P&P2FM06 TF203.14 Understanding the types of communication 2 TF203.15 Understanding characteristics of a good “sender” 4 TF203.16 Understanding characteristics of a good “receiver” 4 TF203.17 Dealing with diversity in the work group 6 P&P2FM07 TF203.18 Overcoming barriers to communication 6 TF203.19 Using your voice effectively in communication 4 TF203.20 Using questions to get clarity 4 TF203.21 Using technical vocabulary : “Using plastics language” 4 TF203.22 Packaging the message 3 TF203.23 Making basic presentations Diversity & barriers to communication 3 Total Notional Hours Commissioned by PAMSA Communication principles and German Technical Co-Operation P&P2FM08 Communication tools & skills P&P2FM09 Good presentations 50 2 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.12 Understanding what good communication is Identify and solve problems Work effectively with others Be able to give examples of how good and bad use of language can influence the effectiveness of communication Communicate effectively Organise and manage myself and my activities Understand the fact that we use presentations every day in a variety of situations to get messages across to other people Understand what the key elements of effective communication are Understand how language impacts on effective communication Understand why it is important to communicate well Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 3 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification Notional Hours TF203.12 Understanding what good communication is 3 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate understanding of why it is important to communicate well and how language impacts on good communication • Demonstrate how people use basic presentations in daily communication W H AT W HY Assessment Criteria : (The assessor will observe and confirm) Process • Understanding of how communication is necessary to maintain process stability • Understanding of how language impacts on good communication SHEQ • Understanding of the need for good use of language to prevent accidents and incidents A group task to identify the areas where poor language use negatively influence communication in the workplace and in social environments. To ensure that the learners can link their understanding of the basic elements of communication with the processes needed to maintain and improve process stability. HOW • Individually study and obtain understanding of the elements of communication • In a group use a language usage guide to evaluate the effectiveness of the work teams use of language in daily communication • Develop examples of good and bad use of language in communication • Recommend ways to improve the use of language in workplace communication Commissioned by PAMSA and German Technical Co-Operation 4 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.13 Understanding the communication process Be able to list the basic oral communication tools/strategies and explain when each of them should be used Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Understand the existence of various communication tools and strategies Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Understand the importance of clarity in communication when messages are conveyed Understand the basic model of how communication works Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 5 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.13 Notional Hours Understanding the communication process 3 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate a practical understanding of a basic communication model W H AT • List the basic oral communication tools/strategies and explain how to use them • Use basic oral communication tools to maintain and improve process stability W HY An individual task where the learner must interview his/her work team and family members and obtain examples from TV programmes. To identify areas where basic oral communication tools and strategies can help to improve relationships and the effectiveness of the work process Assessment Criteria : (The assessor will observe and confirm) HOW Process • Understanding of the practical use of oral communication tools and strategies • The ability to use basic oral communication to improve workplace relationships SHEQ • Understanding of how effective oral communication can be used to prevent accidents and incidents and improve healthy living habits • Learners jointly develop an oral communication checklist that includes the basic communication tools and strategies • Learners individually conduct interviews with team and family members to see where the tools can help to improve relationships • Learners look for examples of the use of the tools and strategies in TV programmes • Learners discuss and present their findings Commissioned by PAMSA and German Technical Co-Operation 6 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication TF203.14 Understanding the types of communication Be able to explain when and how one will use presentations as effective communication tools Understand the difference between formal and informal communications Understand the difference between presentations and speeches Understand the need for different types of communication when talking to groups and individuals Understand the different types of communication Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 7 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification Notional Hours TF203.14 Understanding the types of Communication 2 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate understanding of the need for different types of communication • Explain when and how to use presentations as effective communication tools W H AT W HY Assessment Criteria : (The assessor will observe and confirm) Process • Understanding of what the different types of communication is • Understanding how to use basic presentations to improve effective communication SHEQ • Understanding of how to use basic presentations to apply pro active SHEQ programmes in the workplace An individual exercise looking at how people make presentations in the workplace and identifying how these presentations can be used to improve the quality of workplace communications To ensure that the learners understand that we all use presentations daily and that the key steps of good presentations can be applied daily to improve the quality of our communications. HOW • Using a good presentation checklist the learners must evaluate workplace and social presentations and identify why these presentations are successful or not successful; • As a learner team discuss these findings and identify the things that can be used to make personal presentations a part of good communication • Discuss how the skills are used in different types of communication and how it will improve workplace stability Commissioned by PAMSA and German Technical Co-Operation 8 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication TF203.15 Critical Cross-field Outcomes Understanding the characteristics of a good “sender” Be able to list the characteristics of a good communication sender and identify personal weaknesses as a communication sender Understand how enthusiasm and energy help you to get a message across Understand the importance of sincerity to get your ideas across to a listener Understand the need to think about the listener in the communication process Understand the need to focus on the critical information that must be conveyed Understand the need to think and plan before you talk Understand who the “sender” is and what role they play in communication Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 9 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.15 Notional Hours Understanding the characteristics of a good sender 4 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate understanding of the role that the sender plays in effective communication • Demonstrate an understanding of the characteristics required to be able to send an effective message • Identify personal areas that require attention to improve communication ability Assessment Criteria : (The assessor will observe and confirm) W H A T An individual and group exercise where the learner uses given checklists to evaluate his/her own skills as the sender of information and also gives feedback to the group on how their skills are perceived W H Y To ensure that the learner clearly understands the characteristics required to be a good sender of information and to identify specific aspects that require improvement HOW Process • Understanding personal accountability to make communication successful • Ability to identify personal shortcomings as a sender of information SHEQ • Understanding of the importance of each person to communicate correct information to ensure that safety and health issues are correctly dealt with • Jointly develop a basic checklist of the characteristics of a good sender • During discussions over a few days each individual will check him/her self against the checklist • Learners should also check the strong and weak points of the rest of the learner group and/or work team members • The findings must be consolidated during a structured/facilitated feedback session Commissioned by PAMSA and German Technical Co-Operation 10 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication TF203.16 Critical Cross-field Outcomes Understanding the characteristics of a good “receiver” Be able to listen for and identify the real messages in conversation Identify and solve problems Work effectively with others Communicate effectively Understand the need to be aware of nonverbal tips and clues Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Understand the art of listening Understand the importance of listening Understand who the “receiver” is and what role they play in communication Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 11 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.16 Notional Hours Understanding the characteristics of a good “receiver” 4 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate understanding of the role of the receiver in effective communication • Demonstrate understanding of what listening is and how important it is to listen well – the impact of perceptions • Pick up non verbal clues and tips that influence effective communication W H A T W H Y A group exercise to test the understanding of work team members of the instructions, policies and procedures of the organisation To ensure that the learners are able to distinguish between factual communication and perceptions and that they understand the potential negative impact of not listening to the real message that is being communicated Assessment Criteria : (The assessor will observe and confirm) HOW Process • Understanding of how listening well is important to maintain process stability • Understanding of the use of non verbal communication in the workplace SHEQ • Understanding of how listening and compliance to instructions and procedures can reduce incidents and accidents and help to identify hazardous situations • Jointly develop a basic set of questions to test the understanding and perceptions of people regarding the performance of the company and other recently communicated issues • Individually test the understanding of employees regarding specific communications • Test the understanding of people in your family and community regarding some news topics • Discuss and agree ways to improve personal listening skills Commissioned by PAMSA and German Technical Co-Operation 12 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.17 Dealing with diversity in the work group Be able to use basic terminologies like greetings etc in the other languages spoken in the community Understand how different people perceive things differently Understand the potential benefits of diversity Understand the concept of diversity Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 13 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.17 Notional Hours Dealing with diversity in the work group 6 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate an understanding of the potential benefits of diversity • Apply basic communication tools to improve cross cultural relations • Link the diversity issues to relevant company policies and procedures W H A T An individual and group exercise of visiting people of diverse backgrounds and identifying positive aspects and issues that must be considered to improve cross cultural relationships W H Y To ensure that the learners gain a better understanding of the dynamics of various groups that make up the society and workplace and that conscious efforts can be made to harness the power of diversity in the workplace Assessment Criteria : (The assessor will observe and confirm) HOW Process • Understanding of how company policies and procedures promote cross cultural relationships • The ability to use basic communication tools to build relationships and improve the teams ability to maintain process stability SHEQ • Understanding of how good cross cultural relationships can positively contribute to a healthy and safe workplace Commissioned by PAMSA • Jointly identify the potential positive aspects of diversity • Individually and jointly visit people across the cultural divide in a structured manner • Individually study some basic historical and cultural aspects of the key groups that make up the workplace and society • Jointly review company policies and procedures regarding diversity issues • Study and use basic terminologies and greetings to promote good cross cultural relationships and German Technical Co-Operation 14 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.18 Identify and solve problems Overcoming barriers to communication Work effectively with others Be able to develop plans of how to overcome internal, external and environmental barriers to communication Understand how culture can be a barrier to communication Understand how the complexity of the message can be a barrier to communication Understand how noise and environment can be a barrier to communication Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Understand the fact that listeners do not always tell you what their concerns are Understand the fact that there are internal and external barriers to effective communication Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 15 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.18 Notional Hours Overcoming Barriers to communication 4 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate an understanding of the things that prevent good communication • Develop basic practical plans to ensure that these barriers are avoided and/or overcome in workplace and social communication situations Assessment Criteria : (The assessor will observe and confirm) Process • Understanding of things in the workplace that form barriers to communication • Ability to apply basic plans to avoid communication barriers that impact on the ability to maintain and improve process stability SHEQ • Ability to overcome barriers in communicating critical safety and health information W H A T An individual exercise of checking one on one and group communications in the workplace and social environments W H Y To identify basic barriers to communication and to be able to come up with practical solutions to overcome these barriers HOW • Jointly list the key internal, external and environmental barriers to communication • Individually check workplace and social communications and see which of the barriers are present and how they effect the communication • Discuss the findings of the individual study in a group and develop basic strategies to overcome the identified barriers • Apply these strategies and report back to the learner group Commissioned by PAMSA and German Technical Co-Operation 16 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.19 Using your voice effectively in communication Be able to properly use speech to convey messages in a variety of interactions and presentations Identify and solve problems Work effectively with others Communicate effectively Understand what pacing in communication means Know what a verb is and how it is used in communication Understand what vowels and consonants are Understand the importance of properly pronouncing words Organise and manage myself and my activities Understand the importance of pronouncing vowels and consonants properly Understand how to use breath in effective communication Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Understand the basic principles of sentence construction Commissioned by PAMSA and German Technical Co-Operation Learner and societal development 17 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.19 Notional Hours Using you voice effectively in communication 4 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Apply good sentence construction and pronunciation to improve communication • Properly use speech to convey messages in a variety of interactions and presentations W H A T An individual and group exercise where learners have to conduct a debate regarding relevant safety, health and or quality issues in English W H Y To ensure that the learners can use good sentence construction, pronunciation and voice control to make salient points relating to relevant issues of work and/or private life. Assessment Criteria : (The assessor will observe and confirm) HOW Process • Understanding the basic principles of sentence construction and pronunciation SHEQ • The ability to use good speech to convey safety, health and quality information and to promote process stability and improvements • Attend a series of workshops on language use, sentence construction and pronunciation • Individually select and study a relevant safety, health and/or quality topic • Prepare for and conduct a structured and facilitated debate regarding the identified topics • Receive and give feedback on language usage Commissioned by PAMSA and German Technical Co-Operation 18 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.20 Identify and solve problems Using questions to get clarity Work effectively with others Communicate effectively Be able to ask questions to obtain support for ideas Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Be able to ask questions to clarify understanding Understand the difference between the types of questions Understand how to effectively use questions to gain support for your ideas Understand the concept of process questions Understand how to use the 5w’s of good communication Understand the need to ask direct questions Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Understand the role of questions in conversation Commissioned by PAMSA and German Technical Co-Operation Learner and societal development 19 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.20 Notional Hours Using questions to get clarity 4 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate understanding of how and when to use different types of questions to improve the quality of communication • Ask relevant questions to obtain support for specific ideas Assessment Criteria : (The assessor will observe and confirm) Process • Understanding of how asking the correct questions can help to improve the process stability SHEQ • Understanding the need to ask relevant questions to ensure product quality and to improve safety, health and environmental conditions. W H A T A group exercise involving learners and other team members and management representatives where questions are asked and answered W H Y To ensure that learners get used to asking questions that are relevant to the successful operation of the production line HOW • Individuals prepare different types of questions regarding the company, the process, policies and procedures and health and safety issues • A question and answer session is conducted in a facilitated manner to ensure that the questions are answered and learners are encouraged to ask relevant questions • The session is summarised and learners must reflect on what they have learnt Commissioned by PAMSA and German Technical Co-Operation 20 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.21 Using technical vocabulary “Using paper and pulp language” Be able to correctly explain the key technical and legal vocabulary used in the workplace Be able to interpret relevant diagrams, flow charts and layouts Understand the relevant technical and legal terminology used in the workplace Understand diagrams, flow charts and layouts used in the workplace Understand the unique SA vocabulary applicable to the specific situation/area Understand the need to use appropriate technical vocabulary Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 21 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.21 Notional Hours Using technical vocabulary “Using plastics language” 3 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Correctly explain and use relevant technical and legal vocabulary in the workplace • Interpret basic diagrams, flow charts and layouts Assessment Criteria : (The assessor will observe and confirm) Process • Ability to use technical vocabulary to maintain and improve process stability • Ability to interpret diagrams and flow charts to maintain and improve process stability SHEQ • Understanding of the technical and legal terms relevant to all workplace safety, health, environmental and quality policies, procedures and instructions W H A T An individual study of the terminologies and a group exercise where the terminologies are used and tested and where learners must develop diagrams and flow charts relevant to specific situations W H Y To ensure that the learners can freely use the relevant terms and that they can link the diagrams and flow charts to activities required to maintain and improve the process stability HOW • Individuals study the relevant terms • Conduct a question challenge session where the terminologies are tested and small teams compete to see which learners have the best knowledge of the terms • Learners must draw layouts of the factory, their neighborhood and flow charts of the production process and to illustrate how safety and quality systems work Commissioned by PAMSA and German Technical Co-Operation 22 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.22 Packaging the message Be able to structure a variety of messages for a variety of audiences Understand how messages convey both content and feelings Understand the need to focus your communication on the message that you want to put across Understand the importance of good relationships in improving communication Understand the need to structure your message properly Understand how messages can be misinterpreted through poor communication Commissioned by PAMSA and German Technical Co-Operation Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development 23 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification Notional Hours T203.22 Packaging the message 3 Assignment Description Learning Outcomes On completion of this topic the learner will be able to: • Demonstrate understanding of how relationships influence the interpretation of a message • Demonstrate understanding of how messages should be structured • Structure messages correctly to meet the needs of managers, team members and family members W H A T An individual exercise where learners are required to structure specific production and safety information in such a way that it can be easily interpreted and understood by management and team members W H Y To ensure that learners are able to interpret and structure practical work and safety information in such a way that it can be easily understood by management and work colleagues Assessment Criteria : (The assessor will observe and confirm) Process • Learners ability to properly structure process related information to management and colleagues to ensure the maintenance of process stability SHEQ • Ability to structure SHEQ information in such a way that colleagues and family can understand the importance of compliance to SHEQ policies and procedures HOW • Attend work sessions on good presentation practices •Learners are provided with a variety of information regarding work and non work related issues • The information must be reviewed and restructured to convey the messages in such a way that misunderstandings are avoided • Learners participate in some experiential team exercises to illustrate the impact of poor and good relationships on effective communications Commissioned by PAMSA and German Technical Co-Operation 24 National Certificate in Paper & Pulp Manufacturing NQF Level 2 US:8962 Maintain and Adapt oral Communication Critical Cross-field Outcomes TF203.23 Making basic presentations Be able to plan and structure basic oral presentations to convey specific messages to a variety of audiences Understand the need to use visual aids to help you to get a message across Understand how presenter behaviours like eye contact is used to keep listeners focused on what is being said. Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Understand what a good presentation looks like Understand the fact that we use presentations as part of every day communication Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Commissioned by PAMSA and German Technical Co-Operation 25 National Certificate in Paper & Pulp Manufacturing NQF Level 2 Topic Specification TF203.23 Notional Hours Making basic Presentations 4 Learning Outcomes Assignment Description On completion of this topic the learner will be able to: • Demonstrate understanding of how basic presentations are used in daily communication • Develop basic presentations using basic visual aids • Make basic oral presentations using basic visual aids W H A T W H Y Assessment Criteria : (The assessor will observe and confirm) Process • Understanding of how presentations are used to maintain and improve process stability SHEQ • Ability to present relevant safety, health and quality information using relevant visual aids and ensuring that the presented information can be used for decision making to improve SHEQ in the workplace An individual exercise of developing and making presentations To ensure that the learners can develop and make presentations using basic visual aids and that they can get the messages across in a meaningful way HOW • Attend work sessions on good presentations • Individually prepare presentations • Make visual presentation aids • Present to different audiences Commissioned by PAMSA and German Technical Co-Operation 26