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.
Learning Outcome Upon completion of this competency unit, trainees will be able to:-
Identify outgoing communications requirement;
Process outgoing communication; and
Record outgoing communication. Training
Competency Unit ID FB-024-2:2012-C02 Level 2 56 Hours Credit Hours 5
Duration
Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
1. Identify outgoing i. Types of business 6 hours Lecture i. Company procedure
communications communication on outgoing
requirement ii. Types of tools for communication
business listed out correctly
communication; ii. List of office
Telephone equipment for
Facsimile outgoing
Email communication
Postage listed out
iii. Procedure to compile
business client directory
iv. Procedure for outgoing
documents filing
procedure
v. Usage of business
communication
directory;
Yellow pages
Search engine
vi. Types of online
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Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
communication;
Instant messaging
Voice Over Internet
Protocol (VoIP
vii. Types of postage;
Parcel
Documents
Mails
Emails
i. Determine list of
outgoing 8 hours Demonstrati
communication on &
procedures Observation
ii. List office equipment
used for outgoing
communication
iii. Determine office
equipment operation.
Attitude
i. Meticulous in
listing office
equipment
used for
outgoing
communicatio
n
2. Process i. Outgoing telephone 10 hours Lecture i. Types of inventory
outgoing etiquette and checklist interpreted
communication procedures ii. Outgoing
ii. Facsimile machine communication
usage procedures recording and
iii. Procedure to prepare distribution
outgoing facsimile cover procedures executed
page based on company
iv. Procedures for outgoing procedure
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Attitude / Safety / Training Delivery
Work Activities Related Knowledge Related Skills Assessment Criteria
Environmental Hours Mode
electronic mailing iii. Operation of outgoing
systems (e-Mail) communication
v. Outgoing business equipment handled
correspondence log correctly based on
book manual
vi. Procedures for handling
outgoing mail
i. Schedule outgoing 20 hours Demonstrati
communication on &
ii. Make outgoing calls Observation
according to
organisation’s
procedure
iii. Operate fax machine
according to
manufacturer’s
manual.
iv. Handle outgoing mail
according to
organisation’s
procedure.
v. Forward emails
according to the
addressee in
compliance with
procedures.
vi. Incorporate email
authenticity features
vii. Confirm outgoing
communication
received
Attitude
i. Apply
confidentiality
when handling
outgoing
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 outgoing i. Procedure to record 4 hours Lecture i. Recording of
communication outgoing outgoing
communication communication
ii. Business carried out correctly
correspondence log based on procedure
book ii. Outgoing
communication
i. Determine procedure 8 hours Demonstrati recorded correctly on
to record outgoing on & business
communication Observation correspondence log
ii. Update outgoing book according to
communication record procedure
on business
correspondence log
book
iii. Record outgoing
telephone calls, faxes,
mail and emails
according to
Attitude:
procedure.
iv. Archive official emails. 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.
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
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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
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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