CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector BUSINESS & FINANCE

Job Area OFFICE ADMINISTRATION
Competency Unit Title INCOMING COMMUNICATION
The person who is competent in this CU shall be able to handle incoming communication activities in an
organisation.
Learning Outcome Upon completion of this competency unit, trainees will be able to:-
 Identify incoming communications requirement;
 Process incoming communication; and
 Record incoming communication. Training
Competency Unit ID FB-024-2:2012-C01 Level 2 54 Hours Credit Hours 5
Duration
Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode

1. Identify incoming i. Types of business 6 hours Lecture i. Company procedure

communications communication on incoming
requirement ii. Types of tools for communication
business listed out correctly
communication ii. List of office
 Telephone equipment for
 Facsimile incoming
 Email communication
 Potages listed out
iii. Usage of business
communication
directory:-
 Yellow pages
 Search engine
iv. Types of online
communication:-
 Instant messaging
 Voice Over Internet
Protocol (VoIP)

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 Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
v. Types of postage;
 Parcel
 Document
 Mail
 Electronic mail
(email)
i. Determine list of 12 hours Demonstrati
incoming on &
communication Observation
procedures
ii. List office equipment
used for incoming
communication
iii. Determine office
equipment operation
Attitude
i. Meticulous in
listing office
equipment
used for
incoming
communicatio
n

2. Process i. Incoming telephone 10 hours Lecture i. Types of inventory

incoming etiquette and checklist interpreted
communication procedures ii. Incoming
ii. Facsimile machine communication
usage procedures recording and
iii. Incoming electronic distribution
mailing systems (e-Mail) procedures executed
and procedures. based on company
iv. Incoming business procedure
correspondence log iii. Operation of
book incoming
v. Office mail handling communication
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 Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
procedures equipment correctly
vi. Procedures for handle based on
distribution of business manual
correspondence
i. Determine types of 20 hours Demonstrati
inventory checklist on &
ii. Obtain and interpret Observation
incoming
communication
recording and
distribution
procedures
iii. Answer telephone
calls in compliance
with procedures.
iv. Record telephone
messages/incoming
fax/incoming mails.
v. Acknowledge received
incoming
fax/correspondence
/email.
vi. Differentiate and
prioritise incoming
mail.
vii. Distribute
mail/incoming fax
according to the
recipient.
viii. Forward emails/
incoming mails
according to the Attitude
addressee/department i. Apply
confidentiality
when handling
incoming
communication

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 Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode

Safety
i. Ensure safe
delivery
ii. Acknowledge
mail received

Environment
i.
Reduce/minimis
e wastage of
resources
3. Record incoming i. Procedure to record 2 Hours Lecture i. Recording of
communication incoming incoming
communication communication
ii. Business carried out correctly
correspondence log ii. Incoming
book communication
i. Determine procedure 4 Hours Demonstrati recorded correctly on
to record incoming on & business
communication Observation correspondence log
ii. Update incoming book according to
communication record procedure
on business
correspondence log
book
Attitude:
i. Meticulous in
preparing
business
corresponden
ce log book

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Employability Skills

Core Abilities Social Skills

01.01 Identify and gather information. 1. Communication skills
01.02 Document information procedures or processes. 2. Conceptual skills
01.03 Utilize basic IT applications. 3. Interpersonal skills
02.01 Interpret and follow manuals, instructions and SOP's.
02.02 Follow telephone/telecommunication procedures. 4. Learning skills
02.03 Communicate clearly. 5. Leadership skills
02.04 Prepare brief reports and checklist using standard forms. 6. Multitasking and prioritizing
02.05 Read/Interpret flowcharts and pictorial information. 7. Self-discipline
03.01 Apply cultural requirement to the workplace. 8. Teamwork
03.02 Demonstrate integrity and apply practical practices.
03.03 Accept responsibility for own work and work area.
03.06 Respond appropriately to people and situations.
01.11 Apply thinking skills and creativity.
02.11 Convey information and ideas to people.
03.15 Liase to achieve identified outcomes.
03.16 Identify and assess client/customer needs.
04.07 Negotiate acceptance and support for objectives and strategies.
05.01 Implement project/work plans.
05.02 Inspect and monitor work done and/or in progress.

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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. Photocopy machine 1:25
8. Stationery 1:1
9. Log book 1:1
10. Staff directory 1:1
11. Organisation SOP 1:1
12. Personnel Management Source Handbook 1:5
13. Office equipment manual 1:5

REFERENCES

th
1. John Harrison, 10 edition, 1996, Secretarial Duties, ISBN 9780582278448
nd
2. Josephine Shaw, 2 edition 1984, Administration in Business, ISBN 0712101861
th
3. Paul Smith, 4 edition, 2004, Marketing Communications, ISBN 9780749442651
nd
4. McGraw-Hill/Irwin, 2 edition, 2011, Business Communication, ISBN 9780073403168
st
5. Wiley, 1 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

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