TLIE307C Participate in Basic Workplace Communications Learner Guide

TLIE307C
Participate in basic
workplace
communications
Learner Guide
Contents
What this Learner’s Guide is about......................................................1
Planning your learning................................................................................2
How you will be assessed.........................................................................4
Section 1............................................................................................................................5
Foundation for effective collection and communication of
information 5
Section 2..........................................................................................................................21
Completing standard workplace forms.............................................21
Additional resources...............................................................................................37
Feedback on activities............................................................................................41
TLIE307C Participate in basic workplace communication
What this Learner’s Guide is about
This Learner’s Guide is about the skills and knowledge required to

participate effectively in basic workplace communication including
communicating information about routine tasks, processes, events or
skills, participating in group discussions to achieve appropriate work
outcomes, and representing views of a group to others.
The Elements of Competency from the unit TLIE307C Participate in

basic workplace communication covered in this Learner’s Guide
are listed below.
Communicate information about routine tasks, processes, events or

skills
Participate in group discussions to achieve appropriate work
outcomes Represent views of the group to others
This unit of competency is from the Transport and Logistics

Training Package (TLI07).
© Australian National Training Authority 2003 Page 1

Customised and Developed by Armstrong’s Driver Education P/L ADELG1005
Planning your learning
It is important to plan your learning before you start because you may
already have some of the knowledge and skills that are covered in
this Learner’s Guide. This might be because:
• you have been working in the industry for some
time, and/or
• you have already completed training in this area.
Together with your supervisor or trainer use the checklists on the

following pages to help you plan your study program. Your answers to
the questions in the checklist will help you work out which sections of
this Learner’s Guide you need to complete.
This Learner’s Guide is written with the idea that learning is made
more relevant when you, the learner, are actually working in the
industry. This means that you will have people within the enterprise
who can show you things, discuss how things are done and answer any
questions you have. Also you can practise what you learn and see how
what you learn is applied in the enterprise.
If you are working through this Learner’s Guide and have not yet
found a job in the industry, you will need to talk to your trainer about
doing work experience or working and learning in some sort of
simulated workplace.
Page 2 © Australian National Training Authority 2003

ADELG1005 Customised and Developed by Armstrong’s Driver Education P/L March
2008
Section 1: Foundation for effective collection

and communication of information
Are you able to: Yes No
1. use the telephone in an effective and
positive way?
2. speak to people, face to face, in a
courteous and effective manner and
understand the words commonly used in
the transport industry?
3. use the workplace computer to access
information you require to fill in standard
forms? If you do not use the computer in
you work role, do you know how others in
your workplace access information from
the computer?
4. locate the workplace documents used for
obtaining information required to
complete standard forms?
Section 2: Completing standard workplace

forms
Are you able to: Yes No
1. access information required for the
standard forms completed in your
workplace?
2. complete the standard forms used in your
workplace?
3. have the forms you have completed
checked or authorised by the correct
person in your workplace?
4. follow instructions given to you in the
workplace to complete tasks as required?
5. give instructions that are clearly
understood so that tasks may be
completed as required?
6. participate effectively in small work group
discussions?
7. work effectively as a team member to
complete a group task?

How you will be assessed
Assessment of this Unit of Competency will include observation of real

or simulated work processes using workplace procedures and
questioning on underpinning knowledge and skills. It must be
demonstrated in an actual or simulated work situation under
supervision.
You will be required to:

• complete workplace documents
• follow given instructions
• give instructions
• actively participate in a group activity.

2008
Section 1
Foundation for effective

collection and communication
of information

Section outline
Areas covered in this section
Using the telephone in an effective and positive way
Communicating face to face
Jargon in the transport industry
Accessing information from the workplace computer
Locating work place documents
Giving and receiving

2008
Using the telephone in an effective and positive

way
Making calls
When making telephone calls it is important to follow certain

guidelines.
In preparing for your call, you should check the following:

• Know what you want to achieve by making the telephone
call. For example, you may want to let a customer know
the time a product will be picked up.
• Know what you will say before you pick up the telephone
to speak to the person you are calling. Make a note for
yourself if it will help you.
• Have all the necessary and appropriate paperwork close
to you so that you do not need to leave the telephone
during the conversation.
• Have a pen and paper ready to take down any notes of
things you need to remember.
In making your call, you should follow the guidelines below:

• Greet the person on the other end of the telephone
by saying good morning, or good afternoon.
• Introduce yourself and your organisation. If the call is
within the organisation, introduce yourself and the
department you are working in. Use the other person’s
name if you know it:
− “Good morning/good afternoon, Peter, this is Mike from
Preston Transport.
• Tell the person, clearly, why you are calling:
− “I am calling to find out the customer code for Napoli Foods”
− or “I am calling to let you know that I have made arrangements
to have the goods picked up later in the afternoon as you
requested.”
• Take notes while the person is speaking and read back
what you have understood to check that you have the
details recorded correctly:
− “So the customer code for Napoli Foods is Z2341, is that right?”

Answering calls
Greet the caller and then introduce yourself and your organisation or
department/section, as follows:
• “Good morning/ good afternoon, Preston Transport, this
is Mike speaking. How may I help you?”
Take notes while the person is speaking and read back what you have
understood to check that you have recorded the details correctly.
Your attitude and manner
It is important that you are courteous and positive on the telephone at

all times. Below is a list of strategies that will help you to achieve a
positive outcome with your calls.
• Take a deep breathe and smile. Although your listener
cannot see you smile, it will put you in a pleasant frame
of mind.
• Speak clearly and at a comfortable rate (if you are too slow
you will sound bored, if too fast, you will seem nervous).
• Excuse yourself if you must leave the telephone for a
moment and put the receiver down gently or put the
caller on hold if your telephone has this facility.
• Use the person’s name throughout the telephone
conversation.
• If you do not know the answer to a question you have
been asked, refer the caller to the appropriate person
or ask someone for the answer.
• Always follow up further issues that arise in the
conversation. Give a time that you will get back to the
person and make sure that you stick to this time.

2008
Activity 1: Why is correct telephone use important?
You can do this training task on your own or by talking to

other people in your organisation.
Write down why is it important to follow the steps in
effective telephone communication in your organisation.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
There is feedback on this activity at the back of this

Learner’s Guide.

Common use of the telephone in a transport

industry
Below is a list of the most common uses of telephone communication
in the transport industry:
• calls from customers wanting goods to be transported
• calls from customers wanting to know pick-‐up
times, arrival times or, transporting costs
• calls to different sections within an organisation to obtain
information for completing documents
• calls to different sections within an organisation to obtain
information to answer customer questions
• calls to customers to notify them of arrival or pick-‐
up delays
• calls to suppliers for goods required by transport
organisation, e.g. cleaning materials, pallets
• calls to or from people carrying out maintenance of trucks
• calls to drivers on the road (when they have mobile) to find
out movement of goods or to arrange other pick-‐ups.

2008
Activity 2: What communication will you be required to carry

out on the telephone?
Use the list provided and speak with your trainer to identify when
you will be required to communicate on the telephone. List these
duties in the space provided below.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Communications I will carry out on the telephone.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Communicating face to face
Although most of your contact with customers will be over the

telephone, it is possible in rare instances that customers may
come into the workplace.
Communicating effectively and courteously, face to face, with

customers and with co-‐workers is a critical part of your
effectiveness as a worker.
Be task focused
It is important to be task focused when communicating with people

face to face. Know the work purpose for your communication. You
may require particular information or you may be providing
information.
Listen carefully and be polite

• Greet the person you are speaking to. Use the person’s
name if you know it.
• Focus only on the communication -‐ don’t allow yourself
to be distracted by other thoughts or noises.
• Look at the person you are communicating with.
• Ask questions to obtain the information you require.
• Summarise what you understand of what you have
been told or asked, and make sure you have understood
the person’s message clearly.
• Be polite in your interactions. For example, excuse yourself
when beginning, thank the person for information they
provide to you, tell them it was a pleasure to help.
• Speak clearly and at a comfortable pace.

2008
Activity 3: Who are the people inside and outside the

organisation that you will be required to communicate with?
Complete the table below listing all the people within and outside the
organisation that you are required to communicate with face to face.
List the work purpose for your face to face communication.
Person Purpose for communication
e.g. Customer making Tell customer when the goods can be

transport enquiries picked up, the cost and the delivery
time.

Jargon in the transport industry
“Jargon” means words used in any industry that are specific to that
industry. These words are understood by the people working in the
industry and often not by people outside the industry.
It is important for you to understand the jargon of your industry for the
purpose of communicating effectively with co-‐workers. It will allow you
to communicate your messages more effectively, as well as allow you to
understand more accurately what co-‐workers are saying.
Jargon should not be used with people outside the industry unless
you are certain they will know exactly what you are referring to -‐
remember, communication is effective when your message is clearly
understood.

2008
Activity 4: What is the meaning of these commonly used

jargon words?
You may complete this activity on your own or you may ask for
assistance from the people you work with.
Below is a list of words (jargon) commonly used in the transport
industry. Write down the meaning or draw a diagram of the words
used in your organisation.
Add 10 more commonly used words or abbreviations you hear
used, and provide their definition or a diagram.
Word/Abbreviation Meaning of word/diagram
Rig
Dog
Pig trailer
T.I.N.
Tri-tri
Tandems
VMD
Reefer
Pans
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
There is feedback on this activity at the back of this

Learner’s Guide.

Accessing information from a workplace computer
This section is to be completed if information is accessed from a

computer in your workplace. If you are not responsible for accessing
information from the computer yourself, ask the person responsible
to tell you how information is accessed.
Some transport organisations store information on the computer, or

may even generate paperwork using the computer. Information that
may be kept on computer in a transport company may include:
• location codes for pick up
• location codes for drop offs
• customer account numbers/customer codes
• transport costs
• transport mode codes (e.g. refrigerated, non-‐
refrigerated, etc.)
• goods codes.

2008
Activity 5: How do you access records that are kept on the

workplace computer?
You may ask people in the workplace for assistance in completing

this activity or you may do it yourself.
List the records that are kept in the computer and explain
what computer functions are used to access information.
Information accessed from How information is called up

computer on the screen
e.g. Customer account number Press F1

Locating workplace documents
Often in the transport industry, information required for filling in forms is

obtained from written documents instead of from the computer.
Some of the documents commonly found in the transport

industry that are used to complete standard forms are:
• location codes for pick-‐ups
• location codes for drop-‐offs
• customer account numbers
• customer codes
• transport costs
• transport mode codes (e.g. refrigerated or
non-‐ refrigerated)
• goods codes.

2008
Activity 6: What workplace documents are used to access

information for standard forms?
You may complete this activity on your own or you may ask people
in the workplace for assistance.
List all the documents that are found in your workplace, state
where they are located, the information that can be obtained from
these documents, and what the information is required for. Write
the information in the following table.
Document Location Information Purpose
e.g. Customer Pasted on the Customer Information is

codes wall over name, their used to fill in
reception desk code and invoices for
address regular
customers


2008
Section 2
Completing standard
workplace forms

Section outline
Areas covered in this section
How standard forms are used in the transport industry
The various standard forms used in the transport industry
Checking forms and having them authorised
Giving and receiving instructions
Participating in small group work

2008
How standard forms are used in the industry

The forms used in the transport organisation you work for will
depend on the various functions that your organisation performs.
Some of the larger transport companies, for example, may hold goods
for the customers they provide transportation for. The smaller
transport companies usually pick up goods from one location and
transport them to another location.
The forms used and the names given to these forms also vary.
Some transport companies have very little paper work and such
details as goods being picked up, loaded and transported may all be
recorded on one form instead of each detail being recorded on
individual forms. Other organisations require that different paperwork
is completed for each of these stages.
One other significant difference between the paperwork completed by

various transport companies is that in some organisations the
standard forms are computer generated. In others they may all be
handwritten or a combination of handwritten and computer
generated.
A transport organisation requires records, either computerised,

written or both, in order to run the organisation effectively.
The information that is required can include the following:

• customer orders for transport
• customer details
• information on the type of goods being transported
• proof of pick-‐up of goods
• proof of delivery of goods
• the order in which goods will be delivered
• the order in which goods will be picked up
• the order that goods will be packed in if goods are kept on
location
• whether goods need to be refrigerated or not
when transported
• movement of vehicle -‐ stops, departure and arrival times
• damaged stock
• customer payment records

• pick up and drop off of pallets.
Standard forms commonly used by transport

organisations
Some of the standard forms commonly used by transport
organisations are listed below with explanations.
Freight forwarding form/consignment note/outward goods form
These forms are used when stock is being moved out of a storage area
or moved from one section within an organisation to another section.
If your organisation is small and does not store any goods for
customers, it is unlikely that you will need to use these forms.
SENDER RECEIVER THIRD PARTY   

PAYEE S R 3
EBI000012
DESCRIPTION WEIGHT CUBES DATE:
Cartons 10 kg 10x10x10
DANGEROUS GOODS
YES  NO 
SENDER DRIVER

2008
Freight inwards/requisition order/ inwards goods form
Some transport organisations use Freight Inwards forms, otherwise

known as Requisition Orders or Inwards Goods forms, when goods
are being ordered.
Two examples of possible situations where such forms would be

used, are:
• the organisation may wish to requisition (order in writing)
pallets to be used for transporting goods
• a transport company that also stores goods for their
clients may complete a requisition order for more stock so
they can continue supplying the client’s customers.
Inwards goods/requisition order/purchase order
REQUISITION ORDER R.100014
DATE DESCRIPTION GOODS QTY
DRIVER PICK UP
SIGNATURE

Invoices
Invoices are used to bill the customer for the services your
organisation has provided. An invoice contains most of the details
required by a transport company and is often used for various
purposes besides billing a customer. An invoice may be used in some
instances to prove that goods have been picked up.
XYZ TRANSPORT P/L INVOICE

12/12/1997 1022712
CUSTOMER REP
K WRIGHT
30 DAYS
ITEM CODE DESCRIPTION QTY PICKED UP TAX PRICE

BY
1 007 $110.00
2 009
3 110
4
5
6
TOTAL
RING US FOR QUALITY SERVICE
Log book/travel log
The Log Book or Travel Log is used to record the departure times,
arrival times, waiting periods and rest breaks. Sometimes these forms
also require the exact kilometres travelled from location to location
and explanations for any delays. Look at the Additional Resources
section for an example of a Driver’s Daily Worksheet.
Run sheets
A run sheet provides details about the order in which goods are to be
picked up and dropped off. The pick ups and drop offs are ordered to
minimise travel time and delays. Some of the larger organisations
have run sheets organised and printed by computers. Look at the
Additional Resources section for an example of a run sheet.

2008
Motor vehicle accident proforma
These forms are completed when an accident occurs with a transport

vehicle.
The information provided in the accident proforma is used to

determine who was responsible for the accident that occurred.
Accidents cost transport companies a great deal of money. It is

important, therefore, that these forms are completed accurately so
that your organisation is not paying out money unnecessarily.
The forms will vary from transport company to transport company.

Sometimes the form will be one provided by an insurance company.
Other times the company will have a form for the driver to fill out, and
will then need other company personnel to complete the details on
the insurance form based on the information the driver has provided
on the company accident form.
The information on these forms is also used to monitor the driver’s

driving ability. Larger companies use these forms to determine the
training needs of their drivers. For example, if drivers are having too
many accidents reversing, the company may develop a training
program to develop the reversing skills of their drivers. Ask your
trainer to show you a copy of an accident proforma.
Injury form
Injury forms are completed when you are injured at work. These forms
are completed so that your organisation can claim the cost of your
injury from the company they insure all their workers with, i.e.
workers’ compensation insurance. Look at the additional resources
section for an example of an injury form.
Authorisation/signatures/checks
Sometimes in a transport organisation there are people who must

authorise the various forms or check that they have been
completed correctly. In the case of a requisition, often a senior
person in the organisation must authorise the form before it is sent
off to ensure that only necessary stock is ordered.
Many of the forms also require that customers sign to verify that
goods have been picked up or dropped off. This protects the driver,
the organisation and the customer, for it is proof that goods have
been picked up or dropped off. When money is collected on pick up or
drop off, signatures are especially important.

Activity 7: What information and checks are required for the

standard forms used in your workplace?
You may complete this activity on your own or with the assistance
of your trainer.
Collect all the standard forms you will be required to complete in

your workplace.
List the names commonly given to these forms in your workplace.
Under each heading in the form, make a short note about what
information your organisation wants recorded there and where this
information can be obtained. Be specific about the details required.
For example, some transport companies use codes for goods,
whilst others write a description of the goods. Some organisations
use abbreviations that everyone understands, others write
information out fully.
Write a list of people who must sign, check or authorise the

completed forms on the sample you have pasted in this Learner’s
Guide.

2008
Giving and receiving instructions
There will be times in your workplace when you will be required to

give someone instructions, or when someone will give you instructions
to do something.
Giving and receiving instructions accurately and effectively is critical to

workplace effectiveness.
Giving instructions
When you are giving instructions to someone in the workplace it is

important that you:
• organise the information you will give in a logical order,
that is, the steps of the tasks are in the correct order
• use appropriate language -‐ language that is clearly
understood by the person you are giving instructions to
• make sure that the person you are instructing has
understood your instructions clearly by asking the person
appropriate questions. For example, “Tell me what I asked
you to do first. Then what will you do? Have you
understood what I said?”
• watch the person’s reaction (in a face to face situation)
and ask yourself whether the person’s expression looked
confused or understanding
• eliminate any barriers to your communication by:
− talking to the person in a quiet area
− making sure the person understands the importance of
following your instructions accurately (if a person does not
understand the importance of what you have asked them to
do, they may not do as you have asked)
• in face to face instructions, demonstrate the task you
want the other person to complete and check that the
person knows how to do it before allowing him/her to
perform the task alone.

Activity 8: Give instructions to a co-worker on a work task
List the most common instruction you may have to give to a

person (including to a customer).
____________________________________________________
____________________________________________________
____________________________________________________
Write out all the steps to an instruction you will give to someone in
the workplace (making sure the steps are arranged logically).
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Give instructions to a co-worker and ask the co-worker to tell you

how well they were able to follow your instructions.
From the feedback you received from the co-worker that you
instructed, is there anything you have learned about giving
instructions that you will do next time to get better results?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

2008
Receiving instructions
When you are receiving instructions from someone in the workplace, it

is important that you:
• ask for explanations of terms and steps that you do
not fully understand
• look at the person while he/she is speaking to you (in face
to face situations)
• ask for a demonstration of practical skills and ask the
person to watch you perform the task to ensure that
you fully understand what you are to do
• write down the key points of the task so that you can refer
to these notes if you should forget.

Activity 9: How well are you able to carry out instructions

given to you?
This activity can be completed when you are given instructions by

someone in your workplace.
After the co-worker has instructed you to carry out a particular task
and you have then carried out the task, complete the following
self-evaluation.
Self evaluation
What kinds of questions did you ask while you were being
instructed?
What might have been the results if you had not asked
the question/s that you asked?
When you saw the demonstration of the task, what were you able
to learn from watching, that you may not have been aware of had
you only been told?
Did you carry out the task as you were directed to? Yes/No
Was the person who instructed you pleased with the way you
completed the task? Yes/No. If no, why not?
What have you learned in this exercise about what to do when you
are receiving instructions from someone in the workplace to ensure
that you understand the task clearly?

2008
Participating in small group work
Group discussions and group tasks
It is important in small work group discussions that you listen carefully

to the contributions everyone makes to discussions about group
work.
• Don’t interrupt other speakers -‐ allow people to
finish what they wish to say before you make your
own contribution.
• Be considerate of other people’s opinions by listening
carefully and by seeking to understand their point of view.
• See differences of opinion as something helpful rather
than as a problem. Differences of opinion help the group
to examine and identify things that may have been
overlooked.
• Contribute any ideas you have to help the group.
The goal of the group discussion, in other words, what your team wishes
to achieve from the discussion, must be made clear to all group
members. The person who has the responsibility of leading the team
should make the goal clear to all members. If you are ever unclear about
the goal of a discussion, ask questions to find out what it is. An example
of a goal for a small group discussion may be to decide who will take
responsibilities for the different jobs in a group task.
After a group discussion, it is important that each person is aware of

what role he/she will play to attain the group goal. For example, it may
be your role to get all equipment ready for securing a load, or to put
the equipment away.
Each member must know what his/her role is and must carry out this
role in order for the group to function effectively and appropriately.
Only in this way can a job be completed on time and accurately.
Your role is important in group discussions and group tasks. In the

group, it is important to contribute what you can and to listen to the
other members’ ideas. In a group activity, you need to know what role
you will play in completing the group task.

Activity 11: Reflect on a recent group discussion
This activity may be done in writing or may be the basis of

a discussion with your trainer.
Reflect on a recent discussion that you were involved in with a
group in the workplace.
• What was the purpose of the discussion?
• What was the decision reached after the discussion?
• What ideas did you contribute to the group discussion?
After reading the notes on small group discussion, what, if

anything, would you do differently next time there is a group
discussion?

2008
Activity 12: What small work groups are you involved in and
what is the role of each member?
Complete the table below on the small group tasks you are
involved in at your workplace.
Small group task People involved Each person’s role
e.g. Loading truck Supervisor Paperwork
Truck driver Supervision of

loading and loading
Me Load as directed


2008
Additional
resources

Log book
DRIVERS DAILY WORKSHEET IMPORTANT Yes No Initials
Have you completed your  

Safety Check?
ALL TIMES TO BE ENTERED TO NEAREST FIVE MINUTES

Brch Arrival Docking Depart Total No. Units Pallets Drivers Remarks
Branch/Location No. Time Time Time Time Delivered Signature IN OUT Docket No. Signature (Please explain delays
longer than 5 mins.)
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
: : : :
Driver’s Name Vehicle Reg. Fleet No. Trailer No. OFFICE USE ONLY
(Please Use Block Letters)
Rate Amount Contract
Hours N.
Date Normal Actual Clock Actual Clock Hours T.1/2.
Start Time On Time Off Time
Hours D.T.
Kilometres
SPEEDO READING FUEL OR OIL Pallets
Metro Country Type Qty Place of Docket Tonnes
Purchase No.
Finish Tea Money’s
Start Work Sheet No.
Total Kms TOTAL $ 237856

ADELG1005 Customised and Developed by Armstrong’s Driver Education P/L March 2008
Run sheet
XYZ TRANSPORT P/L

CUSTOMER PICK UP
Driver Date
Inv. No. Customer A/C No. Ctns Cooler Others Inv.Amount 30 Days to Cash Cheque A/C Amount Signature
Pay Amount Amount

Injury Form
XYZ TRANSPORT P/L
Register of injuries and treatment
Particulars of injured worker
Name
Address
Date of Birth Occupation
Sex Marital Status
Industry in which worker was engaged
Operation in which worker was engaged at time of injury
Particulars of accident
Date of Injury am/pm
Nature of Injury
Cause of Injury
Part of Body Injured
Treatment Given
Name of First Aid Attendant
Was Worker Referred for Further Treatment? No  Yes 
If Yes, Give Details
Present Medication
Allergies
Other Medical Conditions
Tetanus Coverage Less Than 2 Years  More Than 2 Years  Never 
Name of Person Making Entry

Date of Entry
Signature

2008
Feedback
on activities
The responses provided in this section are suggested responses.
Because every workplace is different, your responses may vary
according to your specific workplace procedures, the equipment
available and the nature of the business.

Activity 1: Why is correct telephone use important?
It is important to follow all the steps for correct telephone usage

for the following reasons:
• the customer feels valued and will continue using the services
of your organisation
• the people you work with will feel respected and be more helpful
and supportive
• you are helping to create a more positive work environment
• you will prevent yourself from making errors by checking
details you record and by ensuring that all work can be carried
out accurately and as required by your organisation and your
customers
• you will help your organisation’s/department’s reputation to
grow.

2008
Activity 4: What is the meaning of some of the common

jargon used in the transport industry?
Word/abbreviation Meaning of the word/abbreviation

Rig Usually means any combination of truck or prime
mover and trailer (trailers)
Artics/Articulated Vehicles with two section - where a semi-trailer fits to a
vehicle prime mover - it is articulated only when coupled (that
is when both sections are together)
Dogs A device used to tension chains when securing loads
Pig trailer A trailer having one non-steerable axle group near the
middle of the load carrying platform
T.I.N. Traffic Infringement Notice - a traffic fine
Tri-tri Two trailers and three axles
Tandem Vehicle with tow axles
VDM Vehicle monitoring device
Reefer Refrigerated vehicles
Pans Containerised trailer
Tautliner Most common type of vehicle in Australia with a van
type body and curtain sides that are held down along
the sides by straps attached to the tie rail and pulled
tight lengthwise by a ratchet
Bobtail A prime mover without semi-trailer attached


TLIE307C Participate in Basic Workplace Communications Learner Guide

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TLIE307C Participate in Basic Workplace Communications Learner Guide

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TLIE307C

What this Learner’s Guide is about

This Learner’s Guide is about the skills and knowledge required to

The Elements of Competency from the unit TLIE307C Participate in

Communicate information about routine tasks, processes, events or

Participate in group discussions to achieve appropriate work

outcomes Represent views of the group to others

This unit of competency is from the Transport and Logistics

© Australian National Training Authority 2003 Page 1

Planning your learning

Together with your supervisor or trainer use the checklists on the

Page 2 © Australian National Training Authority 2003

Section 1: Foundation for effective collection

Section 2: Completing standard workplace

© Australian National Training Authority 2003 Page 3

How you will be assessed

Assessment of this Unit of Competency will include observation of real

You will be required to:

Page 4 © Australian National Training Authority 2003

Foundation for effective

© Australian National Training Authority 2003 Page 5

Areas covered in this section

Using the telephone in an effective and positive way

Communicating face to face

Jargon in the transport industry

Accessing information from the workplace computer

Locating work place documents

Giving and receiving

Page 6 © Australian National Training Authority 2003

Using the telephone in an effective and positive

When making telephone calls it is important to follow certain

In preparing for your call, you should check the following:

In making your call, you should follow the guidelines below:

© Australian National Training Authority 2003 Page 7

Your attitude and manner

It is important that you are courteous and positive on the telephone at

Page 8 © Australian National Training Authority 2003

Activity 1: Why is correct telephone use important?

You can do this training task on your own or by talking to

There is feedback on this activity at the back of this

© Australian National Training Authority 2003 Page 9

Common use of the telephone in a transport

Page 10 © Australian National Training Authority 2003

Activity 2: What communication will you be required to carry

Communications I will carry out on the telephone.

© Australian National Training Authority 2003 Page 11

Communicating face to face

Although most of your contact with customers will be over the

Communicating effectively and courteously, face to face, with

It is important to be task focused when communicating with people

Listen carefully and be polite

Page 12 © Australian National Training Authority 2003

Activity 3: Who are the people inside and outside the

Person Purpose for communication

e.g. Customer making Tell customer when the goods can be

© Australian National Training Authority 2003 Page 13

Jargon in the transport industry

Page 14 © Australian National Training Authority 2003

Activity 4: What is the meaning of these commonly used

There is feedback on this activity at the back of this

© Australian National Training Authority 2003 Page 15

Accessing information from a workplace computer

This section is to be completed if information is accessed from a

Some transport organisations store information on the computer, or

Page 16 © Australian National Training Authority 2003

Activity 5: How do you access records that are kept on the