Course Title: Provide information to customers
Part B: Course Detail
Teaching Period: Term2 2017
Course Code: MKTG7990C
Course Title: Provide information to customers
School: 174T School of VE Engineering, Health & Science
Campus: City Campus
Program: C5363 - Diploma of Laboratory Technology (Biotechnology)
Course Contact: Amber Mitton
Course Contact Phone: +61 3 9925 8053
Course Contact Email: amber. mitton@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Dr. Muriel Aldunate
muriel.aldunate@rmit.edu.au
Nominal Hours: 30
Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Pre-requisites and Co-requisites
None
Course Description
This unit of competency covers the ability to respond to both internal and external inquiries of a specialised technical nature. The advice and information requested will require the gathering of information, such as trend analysis, collection of data and samples, confirmation of validity of results, and revision of plans or product advice additional to that on data sheets.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
MSL915001 Provide information to customers |
Element: |
1. Assess the request for information and/or advice |
Performance Criteria: |
1.1 Clarify and confirm the source, nature and priority of the request |
Element: |
2. Prepare response |
Performance Criteria: |
2.1 Locate and obtain required information if available |
Element: |
3. Provide information and/or advice |
Performance Criteria: |
3.1 Ensure that information is accurate, relevant and complies with workplace/statutory requirements |
Element: |
4. Record details of the request and response |
Performance Criteria: |
4.1 Record all information details accurately in accordance with workplace procedures |
Learning Outcomes
Details of Learning Activities
Group work & discussions
worksheets
role plays
Teaching Schedule
Week | Date |
Topic |
Assessment |
||
9 |
4th Sep |
Provide effective customer/patient service |
|
|
|
10 |
11th Sep |
Writing effective workplace documents Paraphrasing and summarising |
In class work sheet |
|
|
11 |
18th Sep |
Oral presentations |
Oral presentations( Communicate with other people/Sustainability) |
|
|
12 |
25th Sep |
Writing technical documents: short reports |
In class worksheet |
|
|
13 |
2nd Oct |
Plan and organise a meeting |
In class group work |
|
|
14 |
9th Oct |
Administrative writing: memos, emails and letters |
In class group work |
|
|
15 |
16th Oct |
Conduct a meeting |
Conduct a meeting assessment |
|
|
16 |
23 rd Oct |
exam week |
|
|
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
In- class activities
organisation and conduction of a meeting
Assessment Tasks
Assessment | Due date | Value |
Class participation | ongoing | 20% |
In class worksheets | ongoing | 20% |
In class group work | weeks 13, 14, 15 | 30% |
Organise & conduct a meeting | week 15 | 30% |
Assessment Matrix
Other Information
Assessment information
This course is graded in accordance with competency-based assessment, but which also utilise graded assessment
CHD Competent with High Distinction (80 – 100%)
CDI Competent with Distinction (70 – 79%)
CC Competent with Credit (60 – 69%)
CAG Competency Achieved – Graded (50 – 59%)
NYC Not Yet Competent
DNS Did Not Submit for assessment
- To pass the course you need to pass, on average, each type of assessment (exams, pracs, and assignments etc.) For example, if there are two exams you need to have an average of 50% to pass and you also need to have passed the other assessment types. You can’t make up marks from one type of assessment to another (e.g. pass the exams but fail the prac component)
- A minimum of 80% attendance at practical classes is required to pass this course. If you are sick you should submit a medical certificate to 6th floor office addressed to the Program Coordinator. If you miss a practical class that is a prac report write up you need to provide a medical certificate (or other evidence) and arrange an alternative report with your teacher
- Late work that is submitted without an application for an extension (see below) will not be corrected.
- APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK - A student may apply for an extension of up to 7 days from the original due date. They must lodge the application form (available online http://www1.rmit.edu.au/students/assessment/extension) at least 24 hours before the due date. The application is lodged with the School Admin Office on Level 6, Bdg 51. Students requiring longer extensions must apply for SPECIAL CONSIDERATION.
- For missed assessments such as exams- you (& your doctor if you are sick) must fill out a special consideration form. This form must be lodged online with supporting evidence prior to, or within, 48 hours of the scheduled time of examination http://www1.rmit.edu.au/students/specialconsideration
Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data and oral presentation. Plagiarism occurs when the origin of the material used is not appropriately cited. It also occurs through enabling plagiarism, which is the act of assisting or allowing another person to plagiarise or to copy your own work. Please make sure you consider this carefully in completing all your work and assessments in this course and if you are unsure about whether you might have plagiarised, seek help from your teacher.
Course Overview: Access Course Overview