CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector BUSINESS & FINANCE

Job Area OFFICE ADMINISTRATION
Competency Unit Title OUTGOING COMMUNICATION
The person who is competent in this CU shall be able to handle outgoing communication activities in an organisation. Upon
completion of this competency unit, trainees will be able to:-
Learning Outcome  Identify outgoing communications requirement; • Mengenal pasti keperluan komunikasi yang keluar;
 Process outgoing communication; and • Memproses komunikasi keluar
 Record outgoing communication. • Merekod komunikasi keluar.
Training
Competency Unit ID FB-024-2:2012-C02 Level 2
Duration
56 Hours Credit Hours 5
Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
i. Jenis komunikasi perniagaan
1. Identify outgoing i. Types of business ii. Jenis alat untuk komunikasi 6 hours Lecture i. Company procedure on
communications communication perniagaan; outgoing
requirement ii. Types of tools • Telefon communication listed
for business • Faksimili out correctly
Mengenal pasti communication; • E-mel ii. List of office
keperluan  Telephone • Pos equipment for
komunikasi  Facsimile iii. Prosedur untuk menyusun outgoing
yang keluar;  Email direktori klien perniagaan communication
 Postage iv. Prosedur bagi prosedur listed out
pemfailan dokumen yang keluar i. i. Prosedur
iii. Procedure to compile
v. Penggunaan direktori syarikat mengenai
business client
komunikasi perniagaan; komunikasi keluar
directory
• Buku panduan telefon disenaraikan
iv. Procedure for outgoing • Enjin carian dengan betul
documents filing vi. Jenis dalam talian ii. ii. Senarai
procedure peralatan pejabat
v. Usage of business untuk komunikasi
communication keluar yang
directory; disenaraikan
 Yellow pages
 Search engine

1
vi. Types of online

2
 Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
communication; komunikasi; i. Jenis senarai semak
 Instant messaging • Mesej segera inventori ditafsirkan
 Voice Over Internet • Suara melalui Protokol ii. Prosedur rakaman dan
Protocol (VoIP Internet (VoIP pengedaran komunikasi yang
vii. Types of postage; vii. Jenis pos; dilaksanakan dilaksanakan
 Parcel • Parcel berdasarkan prosedur syarikat
 Documents • Dokumen
 Mails • Mel
 Emails • E-mel
i. Tentukan senarai prosedur i. Determine list Attitude
komunikasi keluar of outgoing i. Meticulous in 8 hours Demonstrati
ii. Senaraikan peralatan pejabat communication listing office on &
yang digunakan untuk procedures equipment Observation
komunikasi keluar ii. List office equipment used for
iii. Tentukan operasi peralatan used for outgoing outgoing
pejabat. communication communicatio
iii. Determine office n
equipment operation. Sikap
i. Ketelitian
dalam
peralatan
pejabat
penyenaraian
yang
digunakan
untuk keluar
komunikasi
2. Process i. Outgoing telephone i. Jenis senarai semak inventori 10 hours Lecture i. Types of inventory
outgoing etiquette and ditafsirkan checklist interpreted
communication procedures ii. Prosedur rakaman dan ii. Outgoing
ii. Facsimile machine pengedaran komunikasi yang communication
Memproses usage procedures dilaksanakan dilaksanakan recording and
komunikasi iii. Procedure to prepare berdasarkan prosedur syarikat distribution
keluar outgoing facsimile cover procedures executed
page based on company
iv. Procedures for outgoing procedure
 Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
electronic mailing sistem surat elektronik (e-Mel) iii. Operation of outgoing
systems (e-Mail) v. Buku log koresponden communication
v. Outgoing business perniagaan yang keluar equipment handled
correspondence vi. Prosedur pengendalian mel correctly based on
log book keluar manual
vi. Procedures for handling
outgoing mail iii. Operasi peralatan
i. Jadual komunikasi yang keluar i. Schedule outgoing 20 hours Demonstrati komunikasi keluar
ii. Buat panggilan keluar communication on & yang dikendalikan
mengikut prosedur organisasi ii. Make outgoing Observation dengan betul
iii. Mengendalikan mesin faks calls according to berdasarkan manual
mengikut manual pengeluar. organisation’s
iv. Mengendalikan mel keluar procedure
mengikut prosedur organisasi. iii. Operate fax machine
v. Mengemukakan e-mel according to
mengikut alamat yang mematuhi manufacturer’s
prosedur. manual.
vi. Menggabungkan ciri keaslian iv. Handle outgoing mail
e-mel according to Sikap
vii. Sahkan komunikasi keluar organisation’s i. Memohon
yang diterima procedure. kerahsiaan
v. Forward emails semasa
according to the mengendalikan
addressee in
keluar
compliance with
procedures.
komunikasi
vi. Incorporate email
authenticity features
vii. Confirm
outgoing Attitude
communication i. Apply
received confidentiality
when handling
outgoing
communication.
 Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
Keselamatan
i. Pastikan penghantaran Safety
selamat i. Ensure safe
ii. Mengakui mel diterima delivery
ii. Acknowledge
Alam Sekitar mail received
i. Kurangkan / minimis
pembaziran sumber Environment
i. Reduce/minimis
e wastage of
resources
i. Prosedur untuk merekodkan
3. Record outgoing i. Procedure to record komunikasi keluar 4 hours Lecture i. Recording of
communication outgoing ii. Buku log koresponden outgoing
communication perniagaan communication
Merekod komunikasi ii. Business carried out correctly
keluar. correspondence log based on procedure
book ii. Outgoing
communication
i. Tentukan prosedur untuk i. Determine procedure 8 hours Demonstrati recorded correctly on
merakam komunikasi keluar to record outgoing on & business
ii. Kemas kini rekod komunikasi communication Sikap: Observation correspondence log
keluar pada buku log ii. Update outgoing i. Ketelitian dalam book according to
koresponden perniagaan communication record procedure
menyediakan
iii. Catat panggilan telefon, faks, on business i. i. Merakam
mel dan e-mel yang keluar correspondence log
koresponden komunikasi keluar
mengikut prosedur. book perniagaan dilakukan dengan
iv. Arahkan e-mel rasmi. iii. Record outgoing buku log masuk betul berdasarkan
telephone calls, faxes, prosedur
mail and emails ii. ii. Komunikasi keluar
according to mencatat dengan
procedure. Attitude: betul pada buku log
iv. Archive official emails. i. Meticulous in koresponden
preparing perniagaan mengikut
business prosedur
corresponden
ce log book
Employability Skills

Core Abilities Social Skills

1.1 Identify and gather information. 1. Communication skills
1.2 Document information procedures or processes. 2. Conceptual skills
1.3 Utilize basic IT applications. 3. Interpersonal skills
2.1 Interpret and follow manuals, instructions and SOP's.
4. Learning skills
2.2 Follow telephone/telecommunication procedures.
2.3 Communicate clearly. 5. Leadership skills
2.4 Prepare brief reports and checklist using standard forms. 6. Multitasking and prioritizing
2.5 Read/Interpret flowcharts and pictorial information. 7. Self-discipline
3.1 Apply cultural requirement to the workplace. 8. Teamwork
3.2 Demonstrate integrity and apply practical practices.
3.3 Accept responsibility for own work and work area. 1. Kemahiran komunikasi
03.06 Respond appropriately to people and situations.
2. Kemahiran konsep
01.11 Apply thinking skills and creativity.
02.11 Convey information and ideas to people. 3. Kemahiran interpersonal
3.15 Liase to achieve identified outcomes. 4. Kemahiran belajar
3.16 Identify and assess client/customer needs. 5. Kemahiran kepimpinan
04.07 Negotiate acceptance and support for objectives and strategies. 6. Pelbagai tugas dan keutamaan
5.1 Implement project/work plans. 7. Disiplin diri
5.2 Inspect and monitor work done and/or in progress.
8. Kerja berpasukan
01.01 Mengenalpasti dan mengumpul maklumat.
01.02 Prosedur atau proses maklumat dokumen.
01.03 Menggunakan aplikasi IT asas.
02.01 Menterjemah dan ikuti manual, arahan dan SOP. 03.15 Liase untuk mencapai hasil yang dikenalpasti.
02.02 Ikuti prosedur telefon / telekomunikasi. 03.16 Mengenalpasti dan menilai keperluan pelanggan / pelanggan.
02.03 Berkomunikasi dengan jelas. 04.07 Berunding penerimaan dan sokongan untuk objektif dan strategi.
02.04 Sediakan laporan ringkas dan senarai semak menggunakan borang 05.01 Melaksanakan pelan projek / kerja.
standard. 05.02 Memeriksa dan memantau kerja yang dilakukan dan / atau sedang
02.05 Baca / Mentafaca carta aliran dan maklumat bergambar. dijalankan.
03.01 Memohon keperluan budaya ke tempat kerja.
03.02 Tunjukkan integriti dan amalkan amalan praktikal.
03.03 Menerima tanggungjawab untuk kerja dan kawasan kerja sendiri.
03.06 Bertindak balas dengan tepat kepada orang dan situasi.
01.11 Memohon kemahiran berfikir dan kreativiti.
02.11 Menyampaikan maklumat dan idea kepada orang ramai.

Tools, Equipment and Materials (TEM)

ITEMS RATIO (TEM : Trainees)

1. Telephone 1:5
2. Facsimile 1:5
3. Computer 1:1
4. Internet 1:1
5. Printer 1:5
6. Scanner 1:5
7. Photocopier 1:25
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
8. Log book 1:1
9. Stationery 1:1
10. Staff directory 1:1
11. Organisation SOP 1:1
12. Personnel Management Source Handbook 1:1
13. Office equipment manual 1:5

REFERENCES

1. John Harrison, 10th edition, 1996, Secretarial Duties, ISBN 9780582278448

2. Josephine Shaw, 2nd edition 1984, Administration in Business, ISBN 0712101861
3. Paul Smith, 4th edition, 2004, Marketing Communications, ISBN 9780749442651
4. McGraw-Hill/Irwin, 2nd edition, 2011, Business Communication, ISBN 9780073403168
5. Wiley, 1st edition, 2003, Design for Communication, ISBN 9780471418290
6. Estelle Belle Hunter, 2010, Office Administration for organizations supervising, ISBN 1146982763
7. Pattie Odgers, 2005, Administrative Office Management, ISBN 9780538438575
8. Richard B. Chase, Nicholas J. Jacobs, F. Robert ( 2001) Operation Management For Competitive Advantage (Ninth), McGraw- Hill Education
( Asia), ISBN 0-07-120680-9