DRILLING • MINING • QUARRYING • CIVIL INFRASTRUCTURE

RIICOM201D Communicate in the workplace

MAPPING AND SOLUTIONS

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RIICOM201D Communicate in the workplaceThis Learning Guide covers the unit RIICOM201D Communicate in the workplace

The topics covered in this Learning Guide are:

• planning and preparing for workplace communication using equipment and systems in the resources and infrastructure industries

• communicating using site equipment and systems

• carrying out face-to-face routine communication

• completing written documentation

The following table maps the Learning activities, and the Knowledge questions and Practical activities to check your understanding, against the unit of competency.

RIICOM201D Communicate in the workplace

Learning activities (LA)

Check your understandingKnowledge

questions (KQ)Practical

activities (PA)

1. Plan and prepare for workplace communication using equipment and systems1.1. Access, interpret and apply

communication site documentation and ensure the work activity is compliant

1.2. Identify and access communication equipment and system components

1.3. Establish and maintain communication with others

1.4. Access and apply communication equipment and systems safety procedures

LA3. 1.2

LA6. 1.2, 1.3, 1.4

LA7. 1.3

KQ1. 1.2

KQ3. 1.1, 1.4

KQ4. 1.4

PA5. 1.1, 1.2, 1.4

2. Communicate using communication equipment and systems2.1. Identify and select the most appropriate

method of communication

2.2. Use communication equipment and systems

2.3. Acknowledge and respond to communication

2.4. Take, confirm and pass messages on promptly to the others

2.5. Pass communications in a clear and concise manner

2.6. Follow safety procedures, including the passing of reports and observance of local communications and emergency procedures

2.7. Identify and report faults in communication equipment

LA1. 2.1

LA6. 2.3, 2.6

LA7. 2.1, 2.2, 2.3, 2.4, 2.5, 2.7

KQ1. 2.1

KQ5. 2.2

KQ6. 2.2

PA1. 2.4

PA4. 2.4

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RIICOM201D Communicate in the workplace

Learning activities (LA)

Check your understandingKnowledge

questions (KQ)Practical

activities (PA)

3. Carry out face-to-face routine communication

3.1. Speak clearly and listen carefully to promote understanding

3.2. Ask questions of the audience and confirm meaning of information

3.3. Maintain communication processes with others to assist flow of work activities

3.4. Use site approved signalling methods to convey information

3.5. Participate in discussion to obtain information and clarify meaning

3.6. Communicate cooperatively and effectively with others

LA1. 3.3

LA2. 3.1-3.3, 3.5, 3.6

LA5. 3.4

PA1. 3.1-3.3, 3.5, 3.6

PA2. 3.1, 3.2

PA4. 3.3, 3.6

4. Complete written documentation4.1. Complete written documentation clearly,

concisely and on time

4.2. Use approved documents

4.3. Pass on written information to others

LA6. 4.1–4.3 PA3. 4.1-4.3

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KNOWLEDGE QUESTIONS1. List the different methods of communication that are used in the workplace.

Answer:• telephone

• computer

• public address system

• lights

• intercom system

• audible signals (bells, whistles and sirens)

• approved hand signals

• signs, tags, markers, tape

• written documents such as previous shift reporting, forms and reports

• face-to-face individual and group verbal communication

• non-verbal communication such as body language and gestures

2. Estimates vary, but it is generally understood that only:

• 7 per cent of any message is passed on by words

• 38 per cent of any message is passed on by vocal non-verbal communication (e.g. tone, volume, speed)

• 55 per cent of messages are interpreted by face and body non-verbal communication (e.g. hand signals, smiling, nodding).

List five different forms of non-verbal communication that people use to communicate with each other.

Answer:

The answer may include any five of the following:

• facial expressions

• eye contact

• tone of voice

• gestures and mannerisms

• posture

• personal space between individuals

• touch

Ans

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3. Warning signs are used in the workplace to alert people to particular information. What are three other types of signs that are also used?

Answer:

Other types of signs include any three of:

• fire related signs

• HAZCHEM signs

• emergency information signs

• prohibitory signs

• mandatory signs

4. Tags are a method designed to communicate information to people. Describe what each tag can ‘tell’ you.

Answer:• Yellow and black tags are out of service tags, indicating that the plant or equipment is not functioning correctly

and must not be used.

• Red, black and white tags are personal danger tags, and indicate that plant/equipment should not be operated because maintenance or some other relevant activity is taking place.

5. Audible signals such as sirens, horns, bells, whistles and alarms in the workplace are used to signal a range of meanings. Name at least two of their meanings.

Answer:

Meaning of audible signals may include two of:

• emergencies

• vehicle movements

• faults

• equipment start/stop warnings

• passage of overhead cranes

• equipment failure

• explosions

6. Two-way radios are great for communication over distances where two people are in different locations. What is another method used in the workplace to help people communicate who are in separate locations?

Answer:

Telephone or written communication.

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PRACTICAL ACTIVITIES1. In a simulated environment relevant to the type of workplace you will be in, you must communicate

either:

• the details of an emergency that is taking place

• a job task that needs to be completed

Your assessor will use the following table as a guide to assess your ability to communicate clearly.

Skill Excellent Good FairNeeds improvement

Verbal

Speaking clearly

Listening

Not interrupting

Vocabulary

Non-Verbal

Tone of voice

Volume

Speed/pace

Body Language

Eye contact

Expressions

Gestures

Answer:

There should be few or no instances where “needs improvement” is ticked. “Needs improvement” could be an indication that further work is required to prepare the candidate for assessment.

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2. When it comes to good communication skills, receiving information is just as important as providing it. Two types of communication used in the workplace are the telephone and two-way radio. With the assessor simulating a working environment have them pass on a set of instructions to you over the telephone or two-way radio. When the telephone conversation is over show that you have understood them by repeating the information. Be careful to obtain an accurate account of what they have said remembering that not being able to see the person while talking can affect the clarity of communication.

Answer:

The answer will depend on the message passed on by the assessor. However the assessor should check that the message is repeated accurately.

3. Provided with an example of an accident scenario in the workplace you must record the details. Fill out an example of a workplace accident report form and have your assessor check for clarity and accuracy.

Answer:

Give the participant information of an accident that can occur in their workplace. Ask the participant to use the accident report form from their workplace or the one on page 32 of the Learner Guide.

4. Show the assessor some physical gestures and signals that you use in day-to-day activities to communicate and explain what they indicate. For example if you were helping someone to reverse a vehicle how would you indicate for them to stop or to keep going using hand signals?

Answer:

The participant can use thumbs up for OK, waving to say goodbye or hello, making a fist to show anger, holding the hand up to say stop.

5. Investigate the location of the closest safety sign in the area. Show your assessor where it is located and explain the message it conveys.

Answer:

The answer will depend on the safety sign chosen. The assessor can use the signs on page 20 of the Learner Guide to clarify the meaning of the sign.

Answ

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