Course Title: Provide information to customers
Part B: Course Detail
Teaching Period: Term2 2018
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: Namrita Kaul
Course Contact Phone: +61 3 9925 4837
Course Contact Email: namrita.kaul@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
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: |
1.1 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
in class worksheets
group discussions
role play
Teaching Schedule
Week | Week Beginning | Topic/overview | Assessment |
1 | 2/7 | Provide effective customer/patient service | In- class worksheet |
2 | 9/7 | Writing effective workplace documents Paraphrasing and summarising | In- class worksheet |
3 | 16/7 | Writing technical documents: short reports | In- class worksheet |
4 | 23/7 | Plan and organise a meeting | In- class worksheet |
5 | 30/7 | Administrative writing: memos, emails and letters | In- class worksheet |
6 | 6/8 | Writing a Curriculum Vitae | In- class worksheet |
7 | 13/8 | Conduct a meeting | |
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 | on going | 20% |
In-class worksheets | on going | 20% |
In-class group work | week 5 & 6 | 30% |
Organise & conduct a meeting | week 7 | 30% |
Assessment Matrix
Other Information
This course is graded in accordance with competency-based 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
- All assessment types must be satisfactory
- Late work that is submitted without an application for an extension 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 form should be emailed to the program Coordinator (namrita.kaul@rmit.edu.au).
- Students requiring extensions longer than 7 days must apply for Special Consideration http://www1.rmit.edu.au/students/specialconsideration) For missed assessments such as in class assessments - you (& your doctor if you are sick) must fill out a special consideration form. This form must be lodged online with supporting evidence (e.g. medical certificate), prior to, or within, 5 days of the scheduled time of the assessment.
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.
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