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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