Communication Skills and Strategies for Professionals

Transcription

1 Communication Skills and Strategies for Professionals A specific purpose course for the Professional Year Program COURSE OUTLINE Professional Year Course Outline Version 7 January 2014

2 Course Contents The Professional Year course contains 11 modules with 5 modules covering Communication and Performance in the workplace and 5 modules covering Entry and Advancement in the Australian workplace. These modules together help qualified professionals prepare for an internship in Australian companies. The Internship is Module 11. Each unit involves 6-8 hours of class participation. The course has been designed to ensure participants are ready for the Australian professional workforce on completion of the course. Participants will receive practical hands on learning with an emphasis on workplace preparation: culture, ethics, and career planning (including CV writing and interview skills), working with diversity, professional business writing and workplace health and safety. The assessment tasks in the course take a scenario-based approach which ensures that course participants are actively engaged in the application of authentic English language skills in a professional workplace environment. The underpinning Content and Language Integrated Learning (CLIL) philosophy ensures that both English Language and Business content are fully integrated in the course. While course participants complete scenario assessment tasks they use purposeful and contextualised English language and thus the participants gradually gain confidence in professional workplace interaction. A major objective for this program is to make participants comfortable with both high-end professional workplace jargon and everyday idiom or small-talk. Both are essential for smooth entry into and survival in an Australian workplace. The reflective learning journal is a cumulative record of all topics and activities in this course and this becomes a personal reflection for individual responses to the set tasks. (Reflective Learning Journal) Module 1 Workplace Communication Unit 1: Workplace communication & performance assessment Understand the importance of workplace communication skills Conduct a personal assessment of current level of communication skills Develop a simple learning plan and set goals/actions to further develop workplace communication skills Understand the requirements for the team project assessment Professional Performance: Innovation & Effectiveness in a Team Environment Establish project teams Unit 2: Communicating with a purpose Manage career and work life Manage personal learning Understand and be understood Adapt and apply prior knowledge Plan, organise and implement Make decisions Design, develop and implement new ideas Develop strategies for assertive work relationships and language Copyright 2014 Queensland International Business Academy 2 P a g e

3 Unit 3: Communicating across cultures and conflict resolution Understand and work with roles, rights, responsibilities and protocols Contribute and collaborate Understand, respect and utilise diverse perspectives Negotiate outcomes and identify and resolve conflict Identify, solve and anticipate problems Use tools and technology Manage information Identify culture and values both workplace and individual Unit 4: The impact of non-verbal cues in the workplace Identify the role and importance of non-verbal communication Identify the meaning of body language Participate in telephone communication Identify the types of workplace support Identify culture and values-both workplace and individual Participate in natural communication Module 2 Professional Performance Unit 5: Workplace media and communication channels Identify the impact of organisational structure on organisational culture and communication Identify the various workplace communication media and channels Distinguish between formal and informal communication channels and their roles in organisations Consider the impact of personal politics and organisational power on communication Explore ways to open communication and encourage worker participation in decision making Individually reflect on effectiveness of teamwork undertaken in project teams (Assessment) Unit 6: Communicating in work teams to achieve professional goals Identify the advantages and disadvantages of working in groups or teams Develop communication strategies for developing assertive and effective work-relations Explore what it means to be an effective team member Identify characteristics of an effective team member Understand basic leadership qualities and attributes Explore how to effectively use and handle groups Within project team reflect on effectiveness of teamwork undertaken in project teams as a group (Assessment) Copyright 2014 Queensland International Business Academy 3 P a g e

4 Module 3 Performance in Business Meetings Unit 7: Workplace meetings and client briefings I Identify types of meetings and how they differ Identify the roles of participants in Australian meetings Explain expectations of participants in Australian meetings Identify reasons participants may be required to hold and attend meetings in their internships and early in their career Analyse the information on agendas and minutes Explain appropriate language for conducting and participating in meetings Identify language and intonation to use for agreement and disagreement Identify language and intonation to use for interruptions and digressions Unit 8: Workplace meetings and client briefings II Identify how meeting etiquette differs depending on culture Demonstrate behaviours for building rapport when entering a meeting Identify how to negotiate outcomes and resolve conflict Experience a planning meeting (assessment) Practise the active listening skills of summarising and paraphrasing Identify different communication styles used in meetings (linear/circular, direct/indirect) Module 4 Business Writing Unit 9: Effective writing skills for professionals Explain the role, format and conventions for typical forms of written business communication, including the role of graphics Write a business in the correct format and structure Understand structure and Australian etiquette Understand the use of appropriate structure, logical sequence and the importance of error-free written English Unit 10: Workplace communications reports and proposals Plan and draft a report Discuss report writing structure and format Identify the appropriate level of formality according to the document Identify logical report sequence Use effective paragraphing and sentence structure Understand what plagiarism is and how to avoid it Explore the role of graphics and tables in workplace reports Copyright 2014 Queensland International Business Academy 4 P a g e

5 Unit 11: Workplace communications Business Writing and Advertising Discuss a range of sample documents used to promote professional services Choose appropriate communications mediums to build on-going client relationships Explore communication tools in the modern workplace Identify common errors in Business communication Draft and edit workplace documents Identify and use grammatical functions for Professional Writing such as apostrophes, tenses, subject-verb agreement, articles and determiners. Module 5 Workplace Relationships Unit 12: Conversation skills and strategies for improving staff relations Develop assertiveness to interact appropriately with colleagues in the workplace Develop understanding of appropriate levels of personal disclosure in the workplace Develop trust and confidence in the workplace Understand and apply the use of emotional intelligence when dealing with colleagues Identify barriers to effective listening Apply politeness principles in the Australian work environment Articulate questions and respond to questions appropriately Develop strategies for assertive work relationships and language Unit 13: Rapport, conflict, networking and the media Understand the importance of humour as a rapport building tool Practise conversation openers and closers Use small talk to establish rapport Practise dealing with conflict (revision from unit 3) Establish and maintain business networks and relationships Identify barriers to effective listening Understand politeness principles in the Australian work environment Unit 14: Effective presentations Module 6 Presentations Develop logical frameworks, structure and framework for presentations Demonstrate appropriate behaviour when answering questions (particularly when the answer is unknown by the presenter) Understand body language which shows confidence Use effective pace and rhythm of speech for ease of listening Demonstrate pausing for effect Learn the appropriate use of language for presentations (anecdotes, structure, inviting and answering questions). Copyright 2014 Queensland International Business Academy 5 P a g e

6 Unit 24: Presentation Assessment Conduct the individual presentation according to the assessment criteria. Review all components of the Reflective Learning Journal *As part of each unit, students are required to discuss personal events, current affairs, sport, etc. using informal small talk and as much Australian idiom as possible. This will activate everyday English speech grammar and develop interpersonal skills for effortless workplace integration Unit 15: Working with cultural diversity Module 7 Australian Workplace Culture Understand the impact migration has had on the workplace and the economy Understand the cultural diversity in the Australian workplace Identify the need to harness this diverse nature and skills in the workplace Understand Equal Employment Opportunity (EEO) and its principals Understand how harassment affects the workplace Analyse the issues involved in harassment and take appropriate steps to resolve issues Understand management and workers responsibilities in relation to EEO Unit 16: Workplace Health and Safety Understand basic Workplace Health and Safety (WHS) legislation Understand why WHS was introduced Identify and understand the aims of WHS Understand the reasons for Codes of Practice Understand the terminology used in the WHS Act Understand management and workers responsibilities under the Act Identify harassment and sexual harassment and the appropriate actions to take and by whom Module 8 Reporting to Managers Unit 17: Reporting to Managers Understand types of research required Understand a managers instruction Identify the important facts Take notes Complete a task within a set timeframe Analyse information ensuring reliability and validity Provide a structured verbal report Copyright 2014 Queensland International Business Academy 6 P a g e

7 Module 9 Tailored Job Application Unit 18: Planning a CV and identifying professional skills Identify and communicate skills and abilities Identify job advertising media suitable to applicant s desired career Identify key words in advertisements and use in applications Analyse and apply typical structural features of a CV Understand the role of presentation of skills in a CV Demonstrate the ability to make an application Unit 19: Writing a Curriculum Vitae (CV) and cover letter Analyse and apply typical structural features of a CV Understand the role of presentation skills in a CV Demonstrate the ability to make an application Analyse and apply typical structural features of a cover letter Identify and address selection criteria in a cover letter Unit 20: Finding work as a Professional in Australia: Addressing selection criteria Demonstrate the ability to make an application relevant to a position being applied for Demonstrate the ability the use appropriate language in professional applications Demonstrate the ability to proofread and edit in order to submit an error free CV and cover letter Learn how to write a strong LinkedIn profile Module 10 Career Planning for Professionals (Interview preparation) Unit 21: Your career, goal setting and decision making Participate in planning goals Define goals and planning for success Participate in positive decision making Explore career planning as a process Develop a career plan, including pathways to professional membership Unit 22: Applying for a job & interview skills Develop techniques for interview preparation including stages on interview Learn about appropriate dress and grooming for interviews Use positive body language Understand questions and respond to unexpected answers Apply communication strategies to seek clarification Structure answers appropriately Make self understood to listener Demonstrate the ability to use appropriate language in professional applications Prepare for a job interview Copyright 2014 Queensland International Business Academy 7 P a g e

8 Unit 23: From selection testing to the end of probation Apply communication skills to seek clarification Structure answers appropriately Make self understood to listener Demonstrate ability to use appropriate language in professional applications Learn about selection testing Prepare for a job interview Practice telephone interview skills Individually prepare for job interviews Unit 25: Interview Assessment (held over 2 sessions) Participate in a live job Interview as an assessment Receive feedback on performance in an interview and strategies for self improvement Module 11 Internship In this module, participants will: Complete a minimum of 264 hours of internship over a minimum of a 10 week period Sign a three party Internship agreement Complete a timesheet of internship hours Have a performance evaluation completed by a supervisor Obtain a completion letter from the host employer on company letterhead Unit 26 & 27: Internship and Course Review Provide Professional Year staff with feedback about the internship and PY course participation Individually give a presentation about their experiences in the internship Explore the relevant merits of a range of professional bodies Learn about professional membership application procedures Discuss their final job placement opportunities Graduation Copyright 2014 Queensland International Business Academy 8 P a g e

9 QIBA Profile QIBA (Queensland International Business Academy) is a government accredited vocational education institution (established in 1986), which specializes in Business, Computer, ELICOS (English Language Intensive Courses for Overseas Students) and University Pathway programs for Australian and International students. QIBA is located in a modern shopping and business centre: Showcase-on-the-Beach, at Coolangatta, not far from the Gold Coast international airport. QIBA staff and management have exceptional experience in international education: QIBA has been involved with major TESOL projects in Japan, Malaysia and New Caledonia, with on-going English for Academic Study programs in China. Courses include: General English, English for Business Communication, English for Academic Study, IELTS test preparation, English for High School Preparation, English for Teaching Young Learners, English for Aviation Group Study Tours (specific purpose, content & language integrated courses) Diploma of Business (pathways to Universities with credit transfer) Certificate IV in TESOL (with teaching practicum at QIBA) Professional Year Program (Brisbane, Sydney, Melbourne, Perth, Darwin, Hobart) CPA Program Tuition and exam preparation (worldwide) Corporate Training (Customer Service, Sales, Project management, Etiquette, Governance training) QIBA is a Registered Training Organization (RTO) subject to Commonwealth and State Government auditing and quality control and is accredited by NEAS AUSTRALIA (National English Language Teaching Accreditation Scheme Limited). Internship Information Your internship will be conducted over a period of at least 10 weeks. QIBA s required work placement is 264 hours (an average of 3 days per week for 12 weeks). The workplace component must be appropriate for a graduate and a three party agreement must be signed before the placement commences. This is an agreement between you, the employer and QIBA and is known as the Internship Agreement. This agreement will include the details of agreed duties, tasks and/or projects. During your Internship you must keep a record of your time spent in the internship and when you finish you must obtain a Letter of Completion from your host employer on company letterhead. Your supervisor will also complete an evaluation of your performance. Copyright 2014 Queensland International Business Academy 9 P a g e

10 Overview of Assessment Requirements All work submitted must meet the required standards as detailed in the assessment criteria for each task. The assessment tasks are internally assessed with a sample externally moderated. Course requirements You are required to attend the whole course and submit all assessments in line with requirements. You must pass all of the assessment items. Outline of Assessment Module Units Assessment tasks Possible result Unit due Unit 1-4 Reflective learning journal Introduction to Team Project Distinction/Pass/Resubmit Please refer to the After Unit 4* Module 1 Assessment: Role play customer service telephone conversation. assessment sheet Unit 5-6 Reflective learning journal Distinction/Pass/Resubmit 5 & 6 Module 2 Assessment: Team Project Presentation of project brief Individual reflection report Team performance report Assessor observation report Unit 7-8 Reflective learning journal Module 3 Assessment: Meeting role play, write an agenda for a meeting, complete minutes of a meeting. Distinction/Pass/Resubmit Units 9-11 Reflective learning journal Module 4 Assessment: Write a business , write a business report & & 16 Units Reflective learning journal Module 5 Assessment: Networking assessment Unit 14 Reflective learning journal Module 6 Assessment: Oral Presentation Units Reflective learning journal Module 7, Unit 15 assessment: Presentation on cultural diversity Unit 16 assessment: Case Study discussion on Workplace Health & Safety 8 17 Unit 17 Reflective learning journal Module 8 Assessment: Reporting to Managers Units Reflective learning journal Module 9 Assessment: Write a CV and cover letter for a position Distinction/Pass/Resubmit Distinction/Pass/Resubmit Distinction/Pass/Resit 24 Copyright 2014 Queensland International Business Academy 10 P a g e After Unit 11* After Unit 13* Distinction/Pass/Resubmit 16 & 17 Distinction/Pass/Resubmit 17 Distinction/Pass/Resubmit After Unit 20*

11 , 25 Units Reflective learning journal Module 10 Assessment: Interview Assessment Distinction/Pass/Fail Internship: Intern performance evaluation Distinction/Pass/Fail On completion of Internship *Your instructor will confirm the due date. Useful Contacts Ms Geraldine O Flynn Professional Year Assistant Manager Telephone: (+61 7) geraldineo@qiba.edu.au All general enquiries; including timetabling and administration issues. Ms Jo Rackham Internship Manager Telephone: (+61 7) jrackham@qiba.edu.au Internship enquiries for all cities except Sydney and Darwin. Mr Rob Dawson Internship Manager robertdawson1@bigpond.com Internship enquiries for Sydney and Darwin Ms Dorota Skawinska Finance Officer Telephone: (+61 7) dorotas@qiba.edu.au All financial enquiries for Professional Year Program Copyright 2014 Queensland International Business Academy 11 P a g e