Download Communicate verbally and non-verbally in the workplace

National Certificate in Paper & Pulp Manufacturing NQF Level 4
Communicate
verbally and nonverbally in the
workplace
Commissioned by PAMSA
and German Technical Co-Operation
1
National Certificate in Paper & Pulp Manufacturing NQF Level 4
Communicate verbally and non-verbally
in the workplace
Topics
Notional Hours
Modules
RF406.01 Understanding verbal communication
10
P&P4FM
RF406.02 Understanding non-verbal communication
12
Verbal and nonverbal
communication
RF406.03 Understanding kinesics and proxemics
13
RF406.04 Understanding graphic representations
15
RF406.05 Recognising safety signs & symbols8
15
RF406.06 Understanding acoustic semiology and tacesics
Total Notional Hours
Commissioned by PAMSA
and German Technical Co-Operation
15
80
P&P4FM
Kninesics and
proxemics
P&P4FM
Acoustic semiology
and tacesics
2
National Certificate in Paper & Pulp Manufacturing NQF Level 4
US: 9961
Communicate verbally and non-verbally in the workplace
Critical Cross-field Outcomes
Identify and solve
problems
RF406.01
Work effectively with
others
Understanding verbal
communication
Communicate effectively
Organise and manage
myself and my activities
Be able to explain the difference
between verbal and oral
communication
Be able to name and give
examples of each of the different
types of verbal communication
used in the workplace
Use science and
technology effectively and
critically
Know the advantages
and disadvantages of
oral and written
communication
Understand what direct
and indirect oral
communication is
Collect, analyse, organise
and critically evaluate
information
Understand what direct
and indirect written
communication is
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 4
Topic Specification: RF406.01
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Assignment Description
W
H
A
T
1.
By observing your co-workers, make a list
of each of the different types of verbal
communication used in the workplace and
give examples
2.
Keep record of the verbal communication
(listening, talking, writing, reading) used by
you on a given day and present your
findings by means of a pie chart to the rest
of the group
3.
Learners provide their understanding of
the advantages and disadvantages of oral
and written communication in a group
discussion
Group Discussions
Sketch
List/Tabulate
Compile lists
Develop
recommendations
Job assignment
Self study to provide examples of
verbal communication used in the
workplace and determine the
percentage verbal communication
used by the learner on a given day
HOW
Interview experts
Attend lectures
Understanding verbal communication
Make presentation
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to explain the difference between direct
oral communication and indirect oral
communication
•Are able to explain the advantages and
disadvantages of oral and written communication
•Are able to list and give an example of the
different types of verbal communication used in the
workplace everyday
Complete documents
Draft a report
Notional
Hours
Complete a
questionnaire
10
Commissioned by PAMSA
and German Technical Co-Operation
4
National Certificate in Paper & Pulp Manufacturing NQF Level 4
US: 9961
Communicate verbally and non-verbally in the workplace
Critical Cross-field Outcomes
Identify and solve
problems
RF406.02
Work effectively with
others
Understanding nonverbal communication
Communicate effectively
Organise and manage
myself and my activities
Collect, analyse, organise
and critically evaluate
information
Be able to list non-verbal signs
used by people in the workplace
Understand why actions
speak louder than words
Understand the
importance of
understanding the nature
of non-verbal messages
Know the three
categories of non-verbal
communication (visual
and acoustic semiology
and tacesics)
Understand what nonverbal communication is
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
5
National Certificate in Paper & Pulp Manufacturing NQF Level 4
Topic Specification: RF406.02
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Assignment Description
W
H
A
T
Group Discussions
1.
Observe three co-workers and list the nonverbal signs used by them
2.
List your interpretation of the non-verbal
signs and give feedback to the co-workers
3.
Note their responses to your interpretation
and give oral feedbcak to the rest of the
group
4.
In a group discuss your findings and
discuss whether non-verbal
communication strengthen, contradict,
complement or substitute verbal
communication
5.
On a flip chart, list the three categories of
non-verbal communication
Sketch
Case studies
Compile lists
Develop
recommendations
Job assignment
Make presentation
Complete documents
An individual exercise to observe nonverbal signs used by co-workers in thee
workplace
HOW
Observe co-workers
Attend lectures
Understanding non-verbal communication
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to explain the three categories of nonverbal communication (visual and acoustic
semiology and tacesics)
•Are able to understand what non-verbal
communication is
•Are able to list non-verbal signs used by people in
the workplace
Draft a report
Notional
Hours
Complete a
questionnaire
12
Commissioned by PAMSA
and German Technical Co-Operation
6
National Certificate in Paper & Pulp Manufacturing NQF Level 4
US: 9961
Communicate verbally and non-verbally in the workplace
Critical Cross-field Outcomes
Identify and solve
problems
RF406.03
Understanding kinesics and
proxemics
Work effectively with
others
Communicate effectively
Organise and manage
myself and my activities
Collect, analyse, organise
and critically evaluate
information
Understand how the four
zones can be viewed
differently by different
cultures
Understand the concept
“proxemics”
Understand how body language
may convey different messages in
different cultures
Understand the concept
“kinesics”
Commissioned by PAMSA
Know the four different
zones in which space
around us can be used
Be able to explain how facial
expressions, gestures and posture
can convey a message
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
and German Technical Co-Operation
7
National Certificate in Paper & Pulp Manufacturing NQF Level 4
Topic Specification: RF406.03
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Understanding kinesics and proxemics
Assignment Description
W
H
A
T
An individual exercise to study the use
of zones by people in certain situations
and a group discussion to determine
the meaning of kinesics and proxemics
HOW
Interview experts
Attend lectures
1.
Group Discussions
Sketch
Case studies
Use checklists
Develop
recommendations
•
Office
•
Taxi
•
In the lift
•
Walking in the street
2.
In a group discuss the possible reasons for
using different zones and discuss how
body language can convey different
messages
3.
Individually explain your understanding of
kinesics proxemics in the group
Job assignment
Make presentation
Complete documents
Learners complete a multiple choice
questionnaire to demonstrate their
understanding of the different zones used
by people in the following situations:
Draft a report
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to explain the concept “kinesics”
•Are able to explain the concept “proxemics”
•Are able to explain the four different zones in
which space are used
•Are able to explain how body language can
convey different messages in different cultures
•Are able to identify the zones used by people in
certain situations
Complete a
questionnaire
Commissioned by PAMSA
Notional
Hours
13
and German Technical Co-Operation
8
National Certificate in Paper & Pulp Manufacturing NQF Level 4
US: 9961
Communicate verbally and non-verbally in the workplace
Critical Cross-field Outcomes
Identify and solve
problems
RF406.04
Understanding graphic
representations
Work effectively with
others
Communicate effectively
Organise and manage
myself and my activities
Be able to illustrate information by
using different types of graphic
illustrations
Know the different types
of graphic illustrations
(graphs, pie charts, bar
charts, organisational
charts, pictographs, line
graphs)
Use science and
technology effectively and
critically
Understand that certain illustrations
are internationally understood
Demonstrate an
understanding of the
world as a set of related
systems
Use mathematics
Understand how information is conveyed by
graphic signs, illustrations and types of
lettering
Commissioned by PAMSA
Collect, analyse, organise
and critically evaluate
information
Learner and societal
development
and German Technical Co-Operation
9
National Certificate in Paper & Pulp Manufacturing NQF Level 4
Topic Specification: RF406.04
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Understanding graphic representations
Assignment Description
W
H
A
T
An group and individual exercise to
obtain examples of internationally
understood illustrations as well as the
different types of graphic illustrations
HOW
Interview experts
Attend lectures
1.
In a group do a research on the internet to
obtain examples of internationally
understood illustrations and information
conveyed by means of graphs, pie charts,
bar charts, organisational charts,
pictographs and line graphs.
2.
Individually, prepare a report to explain
your interpretation of the illustrations
3.
Draw a organogram of your organisation
4.
Present your organogram to the rest of the
group
Group Discussions
Organogram
Case studies
Use checklists
Develop
recommendations
Job assignment
Make presentation
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to explain how information is conveyed
by graphic signs, illustrations and types of lettering
•Are able to provide examples of internationally
understood illustrations
•Are able to explain different types of graphic
illustrations (graphs, pie charts, bar charts,
organisational charts, pictographs, line graphs)
•Are able to illustrate information by using different
types of graphic illustrations
Complete documents
Draft a report
Notional
Hours
Complete a
questionnaire
15
Commissioned by PAMSA
and German Technical Co-Operation
10
National Certificate in Paper & Pulp Manufacturing NQF Level 4
US: 9961
Communicate verbally and non-verbally in the workplace
Critical Cross-field Outcomes
Identify and solve
problems
RF406.05
Work effectively with
others
Recognising safety
signs & symbols
Communicate effectively
Be able to read and demonstrate
understanding of the safety
notices posted on company notice
boards
Be able to explain the
meaning of all
emergency signals
Be able to explain what
all the colour coding
used in the workplace
means
Be able to explain what
all the symbolic signs
used in the workplace
mean
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
11
National Certificate in Paper & Pulp Manufacturing NQF Level 4
Topic Specification: RF406.05
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Recognising safety signs & symbols
Assignment Description
W
H
A
T
An individual and group exercise where
learners do an audit of all the symbolic
signs in and outside the workplace and
query each other on the meaning and
relevance of these signs
HOW
Interview experts
Attend lectures
Group Discussions
1.
Individual study the signs in the workplace
2.
Do the audit of all signs and explain their
meaning
3.
Discuss findings in a group and indicate
misleading and wrongly placed signs
4.
Recommend improved ways of displaying
signs to ensure compliance in a short
report
5.
Individually search the internet to
determine the meaning of colour in
different cultures
6.
Present your findings in an oral
presentation to the group
Sketch
Case studies
Compile lists
Develop
recommendations
Job assignment
Make presentation
Complete documents
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to explain the meaning of all symbolic
signs
• Are able to explain the colour coding system and
the meaning of the codes
• Are able to explain the meaning of and expected
action from the various emergency signals
• Are able to demonstrate understanding of the
various safety notices
Draft a report
Notional
Hours
Complete a
questionnaire
15
Commissioned by PAMSA
and German Technical Co-Operation
12
National Certificate in Paper & Pulp Manufacturing NQF Level 4
US: 9961
Communicate verbally and non-verbally in the workplace
Critical Cross-field Outcomes
Identify and solve
problems
RF406.06
Understanding acoustic semiology and
tacesics
Be able to give examples of
tacesics and phatic
communication in the
workplace
Understand what is meant by
tacesics and phatic
communication
Be able to explain how
pitch, tempo and rhythm,
intensity and accent can
add meaning to the
sender’s words
Understand the advantages and
disadvantages of filler sounds and
music
Understand what is
meant paralinguisticsics
Understand what is
meant by acoustic
semiology
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 4
Topic Specification: RF406.06
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Understanding acoustic semiology and tacesics
Assignment Description
W
H
A
T
An individual exercise to determine the
quality of your own voice by recording
a conversation and evaluating the
quality of your voice
HOW
Interview experts
Attend lectures
1.
Make a tape recording of a casual
conversation between you and a co-worker.
2.
Making use of a questionnaire, critically
evaluate the quality of your voice
3.
Discuss your findings with the facilitator
and make recommendations on how you
can improve the quality of your voice
Facilitator session
Sketch
Case studies
Compile lists
Develop
recommendations
4.
Job assignment
Make presentation
Complete documents
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to explain what is meant
paralinguisticsics
• Are able to explain what is meant by acoustic
semiology
•Are able to explain what is meant by tacesics and
phatic communication
• Are able to explain n how pitch, tempo and
rhythm, intensity and accent can add meaning to
the sender’s words
• Are able to give examples of tacesics and phatic
communication in the workplace
•Are able to evaluate the quality of your own voice
•Are able to explain advantages and disadvantages
of filler sounds and music
Complete a multiple choice questionnaire
provided by the facilitator to explain your
understanding of paralinguistics, acoustic
semiology, tacesics and phatic
communication and the advantages and
disadvantages of filler sounds and music
Draft a report
Notional
Hours
Complete a
questionnaire
15
Commissioned by PAMSA
and German Technical Co-Operation
14