PARTICIPATING IN

WORKPLACE
COMMUNICATION
SUMMARY OF LEARNINGS
OUTCOME
LO 1 Obtain and Convey Workplace
Communication.

LO 2 Participate in Workplace Meetings and

Discussions.

LO 3 Complete Relevant Work- Related Documents.

 01. INTRODUCTION

TABLE OF 1.1 LEARNING TO OBTAIN AND

02. CONVEY

CONTENTS
WORKPLACE COMMUNICATION

03.
LEARNING OUTCOME NUMBER 1.2
PERFORM DUTIES FOLLOWING
WORKPLACE INSTRUCTIONS

04. 1.3 / LEARNING OUTCOME NUMBER

1.3 COMPLETE RELEVANT WORK –
RELATED DOCUMENTS
 INTRODUCTION
This module contains information and learning

01.
activities in Participating in Workplace
Communication.

Upon completion of this module and you feel

confident that you have had sufficient practice,
you may request your Trainer to arrange an
appointment with a registered Assessor for your
assessment.
02. INFORMATION SHEET 1.1 LEARNING TO OBTAIN AND CONVEY WORKPLACE COMMUNICATION

APPLICATION OF THE UNIT

This unit applies across the service industries to all job roles and levels and in
particular to the full range of industry sectors and environments.

INTRODUCTION
When working in any industry, it’s important to communicate clearly and effectively
with both customers and colleagues. Colleagues may include staff within your
business or external partners such as contractors and suppliers. All communication
should always be polite, professional, and concise.
Who Might Communication Occur with?
Workmates External customers and Members of other tourism and Individuals or groups such
clients. hospitality industry sectors. as consultants and committees.

Government agencies
and private organizations. Local residents. Visitors. Media.
This broad list serves to highlight the diverse nature of the people with whom we
are likely to interact in the course of work

The situations and contexts in which this unit might be applied

include:

• In an office environment.

• On site.

• At an event.

• Using a phone.
What Types of Communication are there?
The industry uses various communication methods—some specific to
certain
sectors or businesses, and others common across all industries.
VERBAL WRITTEN FORMAT
– including face to face – which includes electronic mail
communication and talking on and hard copy communications
the phone. This also embraces such as letters, signs, labels,
the use of languages other than posters and advertising and
English warning material.

Use of an interpreter to interpret verbal and

Non-Verbal printed language.
– facial expressions, gestures,
sign languages.
Use Language and Tone Appropriate to a Particular Audience, Purpose and

Situation, Taking Into Account the Relevant Factors Involved

Whether verbal or written, communication must use language and tone suited to the situation and the
person involved. Effective communication requires adapting each interaction to its context, purpose, and audience,
ensuring clarity, professionalism, and respect at all times.

THE INTERNAL CUSTOMER

Customers can be ‘external,’ coming from outside the business, or
‘internal,’ meaning staff and colleagues within the organization. Both
groups should be served and communicated with equally, showing
the same level of care, professionalism, and attention.
The Need for Effective Communication The Need for Effective

Communication
1.Every message must have a purpose

2.Messages should match the interest and abilities of the receiver.

3.Unnecessary words should be eliminated.

4.Chosen words should be within the experience range of the

receiver.

5.Verbal messages should be clear and concise, using the correct

words and their pronunciation, along with appropriate inflection,
tone, language, speed and volume of voice.
Clear Verbal Communication Skills
Verbal communication involves sending and receiving messages via language or speech (verbal
communication) or via body language (non-verbal communication).

•Verbal communication is questioning, listening and answering - the spoken word.

•Non-verbal communication is body language – facial expressions, eye contact, gesture and posture.

It is important for the body language to match the verbal

message

•Be confused about what they are hearing or seeing.

•Believe the message that the body language is sending, rather than
believing the verbal message.
What Do We Communicate?
Communication with customers and colleagues happens constantly. While messages may differ,
effective communication is essential to ensuring a successful customer experience.

2 Different Type Of Communication

Communicating with Customers

Customer communication should be clear, accurate, and tailored to
each individual. Staff need both strong communication and product
knowledge to guide customers effectively. Meeting customer needs
builds trust, increases sales, and encourages repeat visits and
recommendations.
Golden Rule When Communicating with Customers
It must be a Golden Rule for you when working in the industry to never say ‘’I don’t know’’ to a
customer, and leave it at that.

•Be truth – tell them you don’t know the answer.

•Apologize – where appropriate.
•Inform them you will find out the answer to their question.
•Find out the answer. This may involve accessing a web
site,
contacting another staff member, looking up information in a
brochure or making a phone call.
•Pass on the information to the customer – either verbally or
in written form as appropriate.
Non-Verbal Communication
Body language, or non-verbal communication, refers to all forms of communication beyond words
that convey a message.

• The way we stand including the use of ‘space’ and

where we stand in relation to others.
• The way we talk.
• The clothes we wear and the accessories we use.
• Our facial expressions.

Non-verbal cues, whether conscious or subconscious, influence how

people judge others—their words, honesty, and intentions. Just as we
assess customers through their body language, they also judge us by
the non-verbal signals we send
Major Aspects of Non-Verbal Communication
Five distinct aspects of non-verbal communication have been
identified.

1) Emblems
These are the explicit type of gestures and body language
that are used with complete intention, and whose meanings
are generally accepted and understood.
Examples are:

• Cupping the hand to the ear to indicate ‘I can’t hear you’.

• Holding the forefinger vertically in front of the lips to indicate
‘Shhh, be quite’.

2) Illustrators
These are the mannerisms that are unique to individuals.

They are what people do when talking. They are used to reinforce the verbal message they are
sending.
They are usually related to the use of the hands, but they also include things that mark a
person’s speech, such as the way one person may end a sentence, pauses in their speech, and
emphasize on certain words.

While these mannerisms are all individual, the people are usually not aware that they do them
until they see or hear themselves recorded on video or audio sources.

3) Affect displays
These are the ways in which are facial expressions or our body movements reveal our
emotions.

In everyday life, people tend not to monitor or intentionally control their affect displays.
Their true emotions are allowed to show.

In certain workplace situations however, staff may be required to display emotions that are
contrary to their real feelings.

This is the case where staffs are primarily in contact with customers that require them to smile
all the time and present themselves as happy and nice when they may even feel the opposite.
4) Regulators
Everyone expresses themselves using regulators.
They are behaviors such as:
• Nods.
• Stance.
• The direction and the duration of someone’s gaze.
• Vocal pitch.
• Raised eyebrows.
• The position of the head.

These behaviors regulate the verbal message, for instance, making it stronger or gentler,
More authoritative or friendlier, casual or more formal. Just like illustrators, regulators are
hardly noticed by the person speaking, but are certainly noticed by others.
5) Adaptors
These are unconscious behaviors that are mainly nervous in
nature.
People are generally unaware of making them.
Examples are:
• Doodling during meetings.
• Itching your nose in a meeting.
• Picking your nails in a meeting.
• Scratching.
 Orientation and Posture

The physical position in relation to the person we are communicating with, and the posture we
adopt, all have the potential to convey signals.

Standing side by side tends to indicate compliance and a willingness to assist. Standing in front
tends to indicate confrontation.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
For this reason, it is seen as unproductive to conduct an interview of any kind with the two
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

parties sitting opposite each other, especially across a desk. Armchairs at ninety degrees and a
low coffee table are preferred to encourage a non-threatening, non-confrontational situation.

Others examples of the impact of position and posture is the effect that a standing person has
on someone who is sitting, the impression that hunched shoulders conveys, and the different
impression that standing upright with, say, hands on hips gives.

Similarly, a person who talks to you while they continue walking and doesn’t stop to
communicate gives a certain impression that is different to a person who stops and talks.
 Facial Expressions
Facial expressions are the ones that humans are best to able to control.

While much can read from them, it must be remembered that they can be controlled or
manipulated, and must be interpreted together with the verbal messages.

Eye Movement
Eyes contribute a significant amount to total body language.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
Eyes can indicate interest when regular, but intermittent, eye contact is maintained.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

Very long periods of eye contact can indicate a desire for intimacy and is therefore to be
avoided in a business or workplace setting.

The listener looks at the speaker far more than the speaker usually looks at the listener.

Long periods of looking away from the speaker or listener can indicate disinterest.

Looking is very tied to obtaining information and feedback. The person talking will quickly
receive the ‘not interested’ signal where the person to whom they are talking looks away.
 Gestures
Movement of the arms, legs, hands and feet all send information. They can be used to
supplement information given verbally.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.

Examples of some body movements and their meaning or purpose include:

• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
•Pointing – to reinforce the direction given to a customer or to indicate the location of an item.
•Throwing up the hands in alarm - to reinforced emotions.
•Moving the head or other body parts to stress certain things – especially to support the spoken
word.
•Using wide and energetic gestures – to convey a certain personality type or to express self-
image.
•Mirroring the stance of the other person, where two people are talking about something they
share to indicate agreement or submission, and to express or reinforce person to person
relationships.
 INFORMATION SHEET NUMBER 1.2 / LERANING OUTCOME NUMBER
03. 1.2 PERFORM DUTIES FOLLOWING WORKPLACE INSTRUCTIONS

Introduction

The term meeting refers to ‘a bringing together’. In

business terms this generally means bringing together
different people with the common goal of reaching
some type of objective or outcome.

Most businesses will have meetings, using a range of meeting types and styles.

Regardless of the meeting, it is important that every meeting has a purpose and provides value.
It is not productive to have meetings for the sake of having a meeting, if there is no need for it.

Traditionally meetings take place using direct face to face communication; however,
With a wider range of communication technology becoming available every day, meetings can
take between people who are physically located in all corners of the world.
Characteristics of Meetings
Regardless of the type and style of meeting or where the meeting participants are physically
located in all meetings will generally have similar characteristics.

In essence meetings are planned events, with some form of structure and purpose are design
to:
• Get people together.
• Get alignment towards a specific range of topics.
• Provide information.
• Brainstorm ideas.
• Exchange ideas and thoughts.
• Understand the topics discussed.
• Reach confirmation and agreement.
• Assign accountability and actions.
• Decide on further action or strategy.
Identify Need for Meetings

As mentioned, every meeting must have a purpose. There must be a reason to get people
together.

The purpose of a meeting must be clear for all participants. Nobody wants to come along to a
meeting and give up his or her time when they are not sure what the outcome is going to be.

Prior to the meeting a meeting a number of issues need to be clarified.

These are just basic common sense questions that need to be answered.
• Is the meeting necessary or you can solve the problem with a couple of quick phone calls?
• Can these issues be discussed at another meeting? In other words, do the issues really
warrant a separate meeting.
• Do you need to access other people’s information or do you have enough information to solve
the problem alone?

Generally, a meeting has a two-fold purpose. Apart from aiming to solve and deal with an
emerging issue, meetings generally aim to be informative and consequently use the
opportunity to inform members about changes or new information that may affect them.
They aim to:
• Inform people and share information about new issues or
developments
• Access new information and exchange information
between participants at the meeting
• Make decisions by using those present to brainstorm
ideas and offers solutions
• Review and monitor existing programs or project
manage new ones.

Intention of Meetings

The intention of meetings will normally dictate by the outcome to be reached including:

• Problem-Solving Meetings - these meetings are designed to discuss and find solutions to
existing or potential problems.
• Decision-Making Meetings - these meetings are designed to get key persons to discuss a
scenario, including their pros and con’s to reach a suitable scenario

• Planning-Meetings – these meetings are focused on future events and are normally focused
on developing strategies for implementation.

• Feedback or Follows-Up Meetings – these meetings are mainly designed to communicate and
discuss facts or events that take place during the normal course of a business. It also involves
following up on situations previously discussed.

• Combination Meetings – these meetings use a combination of the above. Most meetings
generally will involve a range of information sharing, discussion and reaching decisions.
Key Roles Meetings
Meetings held on a regular basis are usually attended by the same group of people who
cumulatively are responsible for deciding certain outcomes. In order to achieve those outcomes
in an orderly fair and manner, certain positions or roles are assigned to certain participants.

Key roles are generally:

1. Chairpersons.
2. Secretary.
3. Treasurer.

Study the following information about each person’s responsibilities in accordance with their
role.
Participants of Meetings
When conducting meetings, it is vital that only
persons who have a vested interest in the topics for
discussion are included. All staff members in any
business are normally very busy and don’t want to
waste time attending meetings that serve no
purpose to them.
When deciding on the people who are to be invited to a meeting there are a number of
questions that must be answered. v
• Is this person required to play an active role in the meeting – speak, share information or
make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be
delivered to them in another format?
 When deciding on the people who are to be invited to a meeting there are a number of
questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or
make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be
delivered to them in another format?

When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

Before the Meeting, Where Appropriate,

and / within Appropriate Timeframes
 Introduction

Quite often, the success of a meeting comes down to planning. As actual meeting times are
quite restricted, all participants must be aware of, in advance:
• The purpose of the meeting.
• Any background information.
• Topics for discussion.
• Their role in the meeting.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

It is important that all participants understand what the meeting will contain and what is
expected of them. It is vital that they are given all relevant information, well in advance, to
ensure they are fully prepared when the actual meeting takes place.
 Preparing and Distributing Meeting Papers

In order to prepare participants, you may be required to:

• Prepare agenda.
• Prepare presentations.
• Prepare background notes.
• Give to staff, suppliers and others interested parties.
• Give to participants.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
 Confidentiality of Information
In many cases, any information that is to be given to participants, is confidential and not for
distribution or viewing to anyone.

This may include:

• Strategic plans.
• Financial information.
• Information about customers.
• Staff movements.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.

• Salary
• Are the information.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
• Operational matters.
• Marketing and promotional materials.

It is important to handle any information with discretion and to ensure it is only given to those
who are required to have it.

In many cases, any remaining documents left after a meeting must be kept in a secure location
to ensure it does not get in the hands of those whom are not required to possess it.
 INFORMATION SHEET NUMBER 1.3 / LEARNING OUTCOME NUMBER
03. 1.3 COMPLETE RELEVANT WORK – RELATED DOCUMENTS

Introduction

Workplace records must be accurate, complete, and kept on time. Failure to do so can result in
Whenlegal
deciding onand
the peoplefinancial consequences.
who are to be invited to a meeting there are a number Workplace
of questions that must be records
answered. must be accurate, complete, and kept on
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
time.
the personFailure toat the
domeeting
• Are the meeting topics relevant to the person?
• Does need to be actually sotocan result
receive the informationin legal
or can and
it be delivered financial
to them in another format?consequences.
 Types of Workplace Records
•Injury claims. •Insurance claims.
•Lease agreements and renewals.
•Banking details.
•Linen cleaning records .
•Equipment maintenance records.
•Subcontracting agreements and compliance documentation.
•Staff records.
•Performance reports.
When•Fire
deciding safety
on the peoplechecks.
who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are•OSH
the meetinginspections, risk assessments, and reports. •Security records.
topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
•Incident register.
•Gaming incidents register.
•Customer comments and feedback forms. •Orders.
•Receipt of goods documentation.
•Accidents and illness register.
•Injury claims. •Insurance claims.
•Lease agreements and renewals. •Banking details.
•Linen cleaning records.
•Equipment maintenance records.
•Subcontracting agreements and compliance documentation.
 Types of Staff Records
In many cases, any information that is to be given to participants, is confidential and not for
distribution or viewing to anyone.

They include the following:

•Staffing rosters.
•Training details by operational area.
When •Annual leave
deciding on the people who are toplanning chart.
be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?

• Does•Salary
the person need and overtime
at the meeting topayments.
• Are the meeting topics relevant to the person?
to be actually receive the information or can it be delivered to them in another format?

•Injury records.
 Check with your employer to determine which of the above you are responsible for and if you
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
are
• Is this personrequired to
required to play an active complete any
role in the meeting – speak,
• Are the meeting topics relevant to the person?
other
share records.
information or make a presentation?

• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

When dealing with these records it is important to maintain confidentiality and to ensure the
privacy of the information.
 Office Equipment
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

A computer (also referred to as a PC) can be used for various functions e.g. word processing,
spreadsheets, databases, business accounting, desktop publishing, accessing the Internet,
sending email, playing games, movies, music etc

A typical standalone computer system is shown below:

Monitor (or Screen or VDU – Visual Display Unit)
The monitor (or screen) enables the operator to view data (and to alter it before printing it out).
 Keyboard
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

The name comes from the first six letters (keys) appearing in the top left letter Q-W-E-R-T-Y.
 Speaker
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
The speakers play sound when sound-capable features are accessed on the computer.
 Mouse
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
A mouse is used to select menu options, text and graphics displayed on the monitor.
 Mouse
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
A mouse is used to select menu options, text and graphics displayed on the monitor.
 Notebook or Laptop
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
These are portable computers which are used by people ‘‘on the go’’.
A notebook is similar in size to a standard book. A laptop is larger than a notebook. They are
both lightweight, very convenient but are not as fast as a fixed PC, have a shorter battery life
and can easily be damaged if not taken care of.
 Touch Screen PC
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
This is a PC that can be held in the hand. A touch screen looks similar to a notebook/laptop
monitor, though they can vary in style. A special pen is used to access different menu options
on the touch screen. There is no keyboard or mouse.
 Palmtops
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
Mini computers are designed to perform basic computer functions and fit in the palm of the
hand. Many are used in conjunction with a normal PC. There are different styles available. Two
common types are
shown. You can transfer data from your PC to the Palmtop as reference or to edit on the go.
The palmtop is not as powerful as a PC. Palmtops can be connected to the internet, or to a PC
and are useful when travelling to send and receive email.
 Tablets / IPads and Iphones
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
Pads and android tablets are a combination of a modern
Smart phone and a laptop computer. Business owners often use tablets to get task done on the
run, create presentations for meetings and update websites and blogs. They are lightweight,
compact and affordable. They can easily be synchronized with your computer when returning to
the office.
 Hardware

The physical components of a computer system – everything that you can touch are called
hardware.

Software

The programs used on a computer are called software. This includes system software (such as
Windows, Mac OS etc.) and application software such as Microsoft Word, Microsoft Excel, etc.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?

System
person need to Software
• Are the meeting topics relevant to the person?
• Does the is tonecessary
be actually at the meeting receive the informationin order
or can toto run
it be delivered a computer
them in another format? and all applications within it.
Hardware
The physical components of a computer system – everything that you can touch are called
hardware.
 The System Unit

The System Unit contains the Central Processing Unit ( CPU – also referred to as the
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
‘’processor’’), motherboard, memory, video card, sound card, and other internal devices.it also
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
has disk drives for storage media, and ports for external devices.

The Processor
The Central Processing Unit (CPU) is the brain of your computer. It is a ‘‘chip’’ where your
computer interprets and processes information. It relays messages to and from the keyboard,
monitor, disk and printer.
 Video Card
A video card fits inside your computer and determines the resolution (fineness of information)
and number colours your monitor ca display. In addition to color, and some video cards allow
the display of graphics such as graphs, circles, and geometric designs as well as text.

Memory
Your computer has a brain that processes information and a memory that stores the
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.

• Are theinformation.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

The memory is not a permanent storage place for information. It is only active while your
computer is turned on. When your computer is turn off the memory is erased from the
computer. This is called Random Access Memory (RAM). To avoid losing your work you should
save data on an external drive or a disk (i.e. hard disk or floppy disk) for permanent storage.
 ROM (Read-Only Memory)

ROM holds data / instructions relating to your computer e.g. ROM may store small programs
that can change the configuration of your computer. The data/instructions held within ROM
memory cannot be altered. When your computer is turned off the data/instructions within ROM
will remain (i.e. will still be there when you next turn your computer on).

When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?
RAM (Random Access Memory)

RAM is a set of memory chips that hold data temporarily. This data can be accessed and edited
as required. When you turned off your computer the data stored within RAM is lost. When you
open a program, it is placed in RAM. When you exit a program, it is removed from RAM. If a
machine crashes, all that is in RAM, i.e. programs and/or data, is lost.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

In order to use computer technology correctly, it is important to know the manufacturer’s

instructions, as well as the organization’s policies and procedures regarding:
 Preventative Maintenance
Routine maintenance keeps computer equipment in good working condition. Examples include
cleaning keyboards, monitors, and mice.

Keyboard: Turn upside down and gently tap to remove debris.

Monitor: Wipe with a damp cloth.

When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

Mouse: Open the panel, clean the ball and rollers.

Air Vents: Keep dust-free.

Printers also need regular care—clear paper jams, replace cartridges, and clean print heads
(follow manufacturer’s instructions).

Consumables like disks, CDs, and paper should be stored in a clean, dry place. Keep paper
sealed to prevent moisture, which can cause curling and jams.
 Routine Maintance
Regular maintenance of business technology helps prevent breakdowns and ensures smooth
operation.

Clean equipment with a damp cloth or approved materials.

Monitor and replace consumables as needed.

When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
Schedule servicing with qualified or manufacturer-approved technicians to keep equipment in
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

top condition.

Employees should be trained to handle minor issues such as paper jams, system errors, and
low ink or toner. More complex problems must be reported to the maintenance officer,
manufacturer, or service provider. Keeping a service logbook is also recommended.
 Technology Consumables
In the course of completing work tasks, it is important that you know how to identify and replace
technology consumables rather than calling the IT department or appropriate maintenance
personnel. Technology consumables are:

When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?

To order, you will need to fill out a requisition form or an order form.

Other consumables include floppy disks, the cheapest type of storage media, although they are
already obsolete in some countries. The most common type of storage in most countries is a
hard drive. Another medium of storing data at low/medium cost is a zip disk which allows you to
store up to 750mb of data.
 Use Office Equipment to Process Documents

Introduction
In order to select the right technology and software to complete a task, it is important to
understand the functions of the office equipment and each type of software. When starting a
new job or when a new piece of equipment is purchased, how to operate the equipment,
Occupational Safety and Health issues and routine maintenance.
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered.
• Is this person required to play an active role in the meeting – speak, share information or make a presentation?
• Are the meeting topics relevant to the person?
• Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format?