WUCP 107/03 Workplace

Communication Skills

Lecturer: Mr. Foo Chuat Meng

Email: cmfoo2988@yahoo.com
Telephone Number: 014-3012873
• Be punctual
• Use English only
• Switch off or set your phones to silent
• Pay attention
 Timetable
DAY TIME VENUE
Tuesday (Tutorial A) 12.30pm to 1.30pm Room 2&3
Tuesday (L) 3.30pm to 5.30pm Room 2&3
Tuesday (Tutorial B) 5.30pm to 6.30pm Room 2&3
Wednesday (Tutorial A) 2.30pm to 3.30pm Room 2&3
Wednesday (Tutorial B) 3.30pm to 4.30pm Room 2&3
Thursday (L) 10.30am to 11.30am Room 2&3
Friday (L) 8.30am to 9.30am Room 2&3

Consultation hour: Monday 3 p.m. to 5p.m.

Friday 10.30 a.m. to 12 p.m
**Please send an email to make an appointment with me at least a day
before.
 Units to be covered

• Unit 1: Communication for Career Success

• Unit 2: Effective Telephone Skills
• Unit 3: Business Writing
• Unit 4: Oral Presentations
• Unit 5: Meetings & Negotiations
 Objective
By the end of this course, the students should be able to:
• Use effective communication techniques and channels in both
verbal and written form to relay information efficiently and
effectively.
• Demonstrate an understanding of effective interpretation,
evaluation and use of telephone communication.
• Use appropriate form, structure and principles of business
writing in handling basic workplace documents.
• Write and deliver an effective oral presentation.
• Plan and conduct effective meetings and negotiations.
 Method of Assessments
No. Method of Assessment Total
1. Coursework

a) Presentation (25%) 50%

b) Assignment (25%)

2. Final Examination 50%

Grand Total 100%
 Assignment 1 (35%)

350 words

Assignment 1 Email
35% (35%)

Deadline: 26th Feb 2019

Tuesday
 Question 1 (15%)
You recently went to Bamboo House Restaurant to celebrate your grandfather’s
80th birthday. Your family booked a private room which fits 50 people for this
celebration. However, when you and your family arrived, you realized that the
room was not ready. You had to wait for another 45 minutes before the room was
ready for use. Besides that, the waiters were not attentive to the needs of your
family members. Many of your requests were not attended to.

Write a complaint email of about 350 words to the manager of

Bamboo House Restaurant:
• Stating the time and day you and your family members were at the
restaurant;
• Describing two(2) incidents that caused you to be unhappy;
• Explaining how those incidents were handled poorly; and
• Suggesting the actions you expect from the manager.
Question 1 (50%)

Allocation of Marks
Format 10 marks
Content 20 marks
Language 20 marks
50 marks
 Assignment 2 (35%)

Presentation
5 minutes + Q&A
(20%)

Assignment
1
35%
Handout 5% One page
Flow charts/diagrams

Presentation of role play will be conducted during the tutorial

and lecture classes in week 3 & 4 (26th February to 9th
March).Deadline 12/3/19(Tuesday)
 Assignment 2 (35%)
(a) There are two (2) parts to this assignment.
(b) First, form a group of 5 to 6 members.
(c) Each group is required to submit one(1) role play video
based on the topic chosen.
(d) Your group may choose any topic you would like to
discuss but ensure that your topic does not clash with
other groups’ from your tutorial group.
(e) In week 6 & 7 , each group will be given 10 mins to
present their video to the rest of the class.

You will be graded according to the

criteria in the ‘Oral Presentation Rubric’.
Part 1 (70%)
Each group is required to record a role play video of about 5 minutes
based on a topic chosen.
The topic must be related to “Workplace Communication Skills.” You
may refer to the course material to search for your topic.
Suggested topic:
1. Mobile etiquette in the office.
2. Nonverbal communication.
3. Maximisng nonverbal communication skills
4. Cross-cultural communication
5. Obstacles to effective listening.
6. How to improve verbal communication.
7. Good listening techniques
8. Dos and Don’ts hen handling telephone in the
workplace/Handling the telephone with manners.
9. How to transfer calls effectively?
11. Writing good news and bad news letters.
12. Good presentation vs bad presentation.
13. Overcoming nervousness and anxiety.
14. Meeting terminology
15. Guidelines for effective participation.
16. How to lead a meeting well?
17. How to handle a negotiation effectively?
18. Guide to cross-cultural communication while negotiating.

You will be graded according to criteria in the ‘Video Project

Rubric.’ You can find a copy of this in appendix 1.
 Appendix 1 - Video Project Rubric (70%)
Group members’ Name: _________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Task Description: Students will work in a group of five to six to prepare a 5-minute video based on a chosen
topic related to the theme of “Workplace Communication Skills”.
Criteria Poor Fair Good Excellent MARKS

0-4 points 5-9 points 10-14 points 15-20 points

Content lacks a central theme, clear
point of view and logical sequence of
information. Much of the supporting
information is irrelevant to the overall
message. The viewer is unsure what
the message is because there is little
persuasive information and only one
Content/
or two facts about the topic are
Organisation
articulated. Information is incorrect,
(20 marks)
out of date, or incomplete.
The content does not present a clearly Information is presented as a connected
stated theme, is vague, and some of the theme with accurate, current supporting
supporting information does not seem to information that contributes to
fit the main idea or appears as a understanding the project’s main idea.
disconnected series of scenes with no Details are logical and persuasive
unifying main idea. information is effectively used. The
content includes a clear point of view with
a progression of ideas and supporting
information.
The content includes a clear statement of
purpose or theme and is creative,
compelling and clearly demonstrated. A
rich variety of supporting information in
the video contributes to the
understanding of the project’s main idea.
Events and messages are presented in a
logical order.

0-1 point 2-4 points 5-7 points 8-10 points

There was no video, or tape was
totally unedited with no transitions or
audio support of any kind.
Quality
(10 marks)
Video was made, but had very little if any Video was completed and contained all
editing. Many poor shots remain. Video required items. Editing was not done as
was very fragmented and choppy with well as it should have been. Some poor
little to no audio reinforcement. shots remain. Movie is still somewhat
choppy. Audio and other enhancements
were utilised, but not for maximum effect.
Video was completed and had all required
elements. The video was well edited and
moves smoothly from scene to scene with
proper use of transitions. Audio and other
enhancements were well used.
 0-1 point 2-4 points 5-7 points 8-10 points

Meetings were not held and/or some of the
team members did not contribute at all to
the project. Low levels of respect were
evident within the team.
Teamwork
(10 marks)
Only a couple of team meetings were held. Most
of the students in the team contributed at some
level, but a majority of the work was done by
one or two.
Students met and had discussions regularly.
Most of the students in the team contributed to
the discussion and were part of the final project.
Team members mostly showed respect with
each other.
Student met and had discussions regularly. All
students in the team contributed to the
discussion and were part of the final project.
Team members showed respect with each
other.

0-3 points 4-7 points 8-11 points 12-15 points

Student mumbles, incorrectly pronounced
terms, and spoke too quietly for students in
the back of class to hear. Student lack
Delivery confidence.
(15 marks)
Student incorrectly pronounced terms. Audience Student's voice was clear. Student pronounced Student used a clear voice and correct, precise
members had difficulty hearing presentation. most words correctly. Student showed some pronunciation of terms. Student showed
Student lack confidence. confidence. confidence.

0-1 point 2-4 points 5-7 points 8-10 points

There are many inappropriate words used. The words used in the video are mainly suitable The words used in the video are suitable for the The words used in the video are suitable for the
There are also many grammatical errors in for the context. The content is occasionally context. Sentence structures are usually correct. context. A variety of phrases and sentence
the content. grammatically correct. The content is usually grammatically correct. structures were used. The content is also
Vocabulary, sentence grammatically correct.
structure, grammar
(10 marks)

1 point 5 points

Timeliness Video was submitted late. Video was submitted on time.

(5 marks)

Final Score
Part II (30%)
Each group is required to present their video and share what they
have learnt from this role play video assignment. You are given 10
minutes to present your video and share your experiences. Each
member will have to share their personal experience.

For example,
How did you come up with the script/scenes?
What did you learn while producing this role play?
What are the difficulties that you faced?

You will be graded according to the criteria in the ‘Oral

Presentation Rubric.’ You can find a copy in appendix 2.
 Appendix 2: Presentation Rubric (30%)
•This is the rubric that will be used to assess students’ oral presentations.

Below expected level At expected level Above expected level

Criteria Marks
1-3m 4-6m 7-10m
Topic introduced. An attempt was Topic introduced clearly, and purpose Topic introduced clearly and in an
made to conclude the of talk was made clear. The interesting way. Purpose of talk was
Introduction and
presentation. presentation was summed up clearly. made clear. Outline of points was
conclusion
given. The presentation was summed
5m
up clearly and effectively, with key
points emphasised.
Presenter occasionally spoke Presenter usually spoke clearly to Presenter spoke clearly and at a good
clearly and at a good pace. ensure audience comprehension. pace to ensure audience
Pronunciation occasionally correct, Delivery was usually fluent. comprehension. Pronunciation and
but often hesitant and inaccurate. Pronunciation and intonation is intonation is correct and confident.
Delivery Greetings and general usually correct. Greetings are Delivery was fluent and expressive.
10m presentation are not culturally culturally appropriate. Questions are Greetings are culturally appropriate.
inappropriate. answered appropriately. Gestures, stance and eye contact are
appropriate. Questions are answered
appropriately.

The vocabulary of the presentation The vocabulary of the presentation The vocabulary of the presentation
Vocabulary, was mainly appropriate for the was appropriate for the topic. was appropriate for the topic. A
sentence structure, topic. The presentation content Sentence structures were usually variety of phrases and sentence
grammar was occasionally grammatically correct. The presentation content structures were used. The
10m correct. was usually grammatically correct. presentation content was
grammatically correct.
Not all questions could be Most questions answered. Questions answered with little
Answering
answered. Questions answered Answers showed good knowledge difficulty. Very good knowledge of the
questions from
with difficulty, and little and understanding of the topic. topic was demonstrated. Language
audience
knowledge of the topic was Language was mainly correct. was correct and fluent.
5m
demonstrated.

Total
Question 2 (35%)
Allocation of Marks
Part 1 70 marks
Part II 30 marks
Total 100 marks
 Websites you should know

• LMS : www.lms-oncampus.wou.edu.my
• Turnitin: www.turnitin.com