Communicate verbally and non-verbally in the workplace

1
Communicate verbally and non-verbally in the
workplace
2
Communicate verbally and non-verbally in the
workplace
Modules
Topics
Notional Hours
10 12 13 15 15 15 80
BF406.01 Understanding verbal communication
BF406.02 Understanding non-verbal communication
BF406.03 Understanding kinesics and proxemics
BF406.04 Understanding graphic representations
BF406.05 Recognising safety signs symbols8
BF406.06 Understanding acoustic semiology and
tacesics
Total Notional Hours
3
US 9961 Communicate verbally and non-verbally in
the workplace
Critical Cross-field Outcomes
Identify and solve problems
Work effectively with others
BF406.01 Understanding verbal communication
Communicate effectively
Organise and manage myself and my activities
Collect, analyse, organise and critically
evaluate information
Be able to name and give examples of each of the
different types of verbal communication used in
the workplace
Be able to explain the difference between verbal
and oral communication
Use science and technology effectively and
critically
Know the advantages and disadvantages of oral and
written communication
Demonstrate an understanding of the world as a
set of related systems
Understand what direct and indirect oral
communication is
Understand what direct and indirect written
communication is
Use mathematics
Learner and societal development
4
Topic Specification BF406.01 Understanding
verbal communication
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT

• 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

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
Self Study
Plant investigation
Collect Information
Media search
HOW
Interview experts
Attend lectures

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
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
5
US 9961 Communicate verbally and non-verbally in
the workplace
Critical Cross-field Outcomes
Identify and solve problems
Work effectively with others
BF406.02 Understanding non-verbal 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
Know the three categories of non-verbal
communication (visual and acoustic semiology and
tacesics)
Use science and technology effectively and
critically
Understand why actions speak louder than words
Demonstrate an understanding of the world as a
set of related systems
Understand the importance of understanding the
nature of non-verbal messages
Understand what non-verbal communication is
Use mathematics
Learner and societal development
6
Topic Specification BF406.02 Understanding
non-verbal communication
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT

• The assessor will observe and confirm that
  learners
• Are able to explain the three categories of
  non-verbal 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

An individual exercise to observe non-verbal
signs used by co-workers in thee workplace
Self Study
Plant investigation
Collect Information
Media search
HOW
Observe co-workers
Attend lectures

1. Observe three co-workers and list the non-verbal
   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

Group Discussions
Sketch
Case studies
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
7
US 9961 Communicate verbally and non-verbally in
the workplace
Critical Cross-field Outcomes
Identify and solve problems
BF406.03 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
Know the four different zones in which space
around us can be used
Use science and technology effectively and
critically
Understand the concept proxemics
Demonstrate an understanding of the world as a
set of related systems
Understand how body language may convey different
messages in different cultures
Be able to explain how facial expressions,
gestures and posture can convey a message
Use mathematics
Understand the concept kinesics
Learner and societal development
8
Topic Specification BF406.03 Understanding
kinesics and proxemics
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT

• 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

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
Self Study
Plant investigation
Collect Information
Media search
HOW
Interview experts
Attend lectures

• Learners complete a multiple choice questionnaire
  to demonstrate their understanding of the
  different zones used by people in the following
  situations
• Office
• Taxi
• In the lift
• Walking in the street
• In a group discuss the possible reasons for using
  different zones and discuss how body language can
  convey different messages
• Individually explain your understanding of
  kinesics proxemics in the group

Group Discussions
Sketch
Case studies
Analyse, plan and make decisions
Use checklists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
9
US 9961 Communicate verbally and non-verbally in
the workplace
Critical Cross-field Outcomes
Identify and solve problems
BF406.04 Understanding graphic representations
Work effectively with others
Communicate effectively
Organise and manage myself and my activities
Collect, analyse, organise and critically
evaluate information
Be able to illustrate information by using
different types of graphic illustrations
Use science and technology effectively and
critically
Know the different types of graphic illustrations
(graphs, pie charts, bar charts, organisational
charts, pictographs, line graphs)
Demonstrate an understanding of the world as a
set of related systems
Understand that certain illustrations are
internationally understood
Use mathematics
Understand how information is conveyed by graphic
signs, illustrations and types of lettering
Learner and societal development
10
Topic Specification BF406.04 Understanding
graphic representations
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT

• 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

An group and individual exercise to obtain
examples of internationally understood
illustrations as well as the different types of
graphic illustrations
Self Study
Plant investigation
Collect Information
Media search
HOW
Interview experts
Attend lectures

• 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.
• Individually, prepare a report to explain your
  interpretation of the illustrations
• Draw a organogram of your organisation
• Present your organogram to the rest of the group

Group Discussions
Organogram
Case studies
Analyse, plan and make decisions
Use checklists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
11
US 9961 Communicate verbally and non-verbally in
the workplace
Critical Cross-field Outcomes
Identify and solve problems
Work effectively with others
BF406.05 Recognising safety signs symbols
Communicate effectively
Organise and manage myself and my activities
Be able to read and demonstrate understanding of
the safety notices posted on company notice boards
Collect, analyse, organise and critically
evaluate information
Use science and technology effectively and
critically
Be able to explain the meaning of all emergency
signals
Be able to explain what all the colour coding
used in the workplace means
Demonstrate an understanding of the world as a
set of related systems
Be able to explain what all the symbolic signs
used in the workplace mean
Use mathematics
Learner and societal development
12
Topic Specification BF406.05 Recognising safety
signs symbols
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT

• 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

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
Self Study
Plant investigation
Collect Information
Media search
HOW
Interview experts
Attend lectures

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

Group Discussions
Sketch
Case studies
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
13
US 9961 Communicate verbally and non-verbally in
the workplace
Critical Cross-field Outcomes
Identify and solve problems
BF406.06 Understanding acoustic semiology and
tacesics
Work effectively with others
Communicate effectively
Be able to give examples of tacesics and phatic
communication in the workplace
Organise and manage myself and my activities
Collect, analyse, organise and critically
evaluate information
Understand what is meant by tacesics and phatic
communication
Understand the advantages and disadvantages of
filler sounds and music
Use science and technology effectively and
critically
Be able to explain how pitch, tempo and rhythm,
intensity and accent can add meaning to the
senders words
Understand what is meant paralinguisticsics
Demonstrate an understanding of the world as a
set of related systems
Understand what is meant by acoustic semiology
Use mathematics
Learner and societal development
14
Topic Specification BF406.06 Understanding
acoustic semiology and tacesics
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT

• 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 senders 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

An individual exercise to determine the quality
of your own voice by recording a conversation and
evaluating the quality of your voice
Self Study
Plant investigation
Collect Information
Media search
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
4. 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

Facilitator session
Sketch
Case studies
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire