1. 1 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Communicate verbally and non- verbally in the workplace

2. 2 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Communicate verbally and non-verbally in the workplace Modules Topics Total Notional Hours RF406.01Understanding verbal communication RF406.04Understanding graphic representations RF406.03Understanding kinesics and proxemics Notional Hours RF406.05Recognising safety signs & symbols8 P&P4FM Verbal and non- verbal communication P&P4FM Kninesics and proxemics P&P4FM Acoustic semiology and tacesics RF406.02Understanding non-verbal communication 10 12 13 15 80 RF406.06Understanding acoustic semiology and tacesics

3. 3 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Understand what direct and indirect oral communication is Be able to explain the difference between verbal and oral communication Know the advantages and disadvantages of oral and written communication RF406.01 Understanding verbal communication Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Understand what direct and indirect written communication is Be able to name and give examples of each of the different types of verbal communication used in the workplace US: 9961Communicate verbally and non-verbally in the workplace

4. 4 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Sketch List/Tabulate Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic assessment criteria The assessor will observe and confirm that learners: Are able to explain the difference between direct oral communication and indirect oral communication Are able to explain the advantages and disadvantages of oral and written communication Are able to list and give an example of the different types of verbal communication used in the workplace everyday Assignment Description WHATWHAT HOW Notional Hours 10 Self study to provide examples of verbal communication used in the workplace and determine the percentage verbal communication used by the learner on a given day 1.By observing your co-workers, make a list of each of the different types of verbal communication used in the workplace and give examples 2.Keep record of the verbal communication (listening, talking, writing, reading) used by you on a given day and present your findings by means of a pie chart to the rest of the group 3.Learners provide their understanding of the advantages and disadvantages of oral and written communication in a group discussion Topic Specification: RF406.01 Understanding verbal communication

5. 5 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Understand the importance of understanding the nature of non-verbal messages Be able to list non-verbal signs used by people in the workplace Understand why actions speak louder than words RF406.02 Understanding non- verbal communication Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Understand what non- verbal communication is Know the three categories of non-verbal communication (visual and acoustic semiology and tacesics) US: 9961Communicate verbally and non-verbally in the workplace

6. 6 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Collect Information Use Multi media Self Study Plant investigation Media search Observe co-workers Attend lectures Analyse, plan and make decisions Group Discussions Sketch Case studies Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic assessment criteria The assessor will observe and confirm that learners: Are able to explain the three categories of non- verbal communication (visual and acoustic semiology and tacesics) Are able to understand what non-verbal communication is Are able to list non-verbal signs used by people in the workplace Assignment Description WHATWHAT HOW Notional Hours 12 An individual exercise to observe non- verbal signs used by co-workers in thee workplace 1.Observe three co-workers and list the non- verbal signs used by them 2.List your interpretation of the non-verbal signs and give feedback to the co-workers 3.Note their responses to your interpretation and give oral feedbcak to the rest of the group 4.In a group discuss your findings and discuss whether non-verbal communication strengthen, contradict, complement or substitute verbal communication 5.On a flip chart, list the three categories of non-verbal communication Topic Specification: RF406.02 Understanding non-verbal communication

7. 7 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Understand the concept “kinesics” Be able to explain how facial expressions, gestures and posture can convey a message Know the four different zones in which space around us can be used RF406.03 Understanding kinesics and proxemics Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Understand the concept “proxemics” Understand how the four zones can be viewed differently by different cultures Understand how body language may convey different messages in different cultures US: 9961Communicate verbally and non-verbally in the workplace

8. 8 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Sketch Case studies Use checklists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic assessment criteria The assessor will observe and confirm that learners: Are able to explain the concept “kinesics” Are able to explain the concept “proxemics” Are able to explain the four different zones in which space are used Are able to explain how body language can convey different messages in different cultures Are able to identify the zones used by people in certain situations Assignment Description WHATWHAT HOW Notional Hours 13 An individual exercise to study the use of zones by people in certain situations and a group discussion to determine the meaning of kinesics and proxemics 1.Learners complete a multiple choice questionnaire to demonstrate their understanding of the different zones used by people in the following situations: Office Taxi In the lift Walking in the street 2.In a group discuss the possible reasons for using different zones and discuss how body language can convey different messages 3.Individually explain your understanding of kinesics proxemics in the group Topic Specification: RF406.03 Understanding kinesics and proxemics

9. 9 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Understand how information is conveyed by graphic signs, illustrations and types of lettering Be able to illustrate information by using different types of graphic illustrations RF406.04 Understanding graphic representations Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Know the different types of graphic illustrations (graphs, pie charts, bar charts, organisational charts, pictographs, line graphs) Understand that certain illustrations are internationally understood US: 9961Communicate verbally and non-verbally in the workplace

10. 10 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Organogram Case studies Use checklists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic assessment criteria The assessor will observe and confirm that learners: Are able to explain how information is conveyed by graphic signs, illustrations and types of lettering Are able to provide examples of internationally understood illustrations Are able to explain different types of graphic illustrations (graphs, pie charts, bar charts, organisational charts, pictographs, line graphs) Are able to illustrate information by using different types of graphic illustrations Assignment Description WHATWHAT HOW Notional Hours 15 An group and individual exercise to obtain examples of internationally understood illustrations as well as the different types of graphic illustrations 1.In a group do a research on the internet to obtain examples of internationally understood illustrations and information conveyed by means of graphs, pie charts, bar charts, organisational charts, pictographs and line graphs. 2.Individually, prepare a report to explain your interpretation of the illustrations 3.Draw a organogram of your organisation 4.Present your organogram to the rest of the group Topic Specification: RF406.04 Understanding graphic representations

11. 11 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Be able to explain what all the symbolic signs used in the workplace mean Be able to read and demonstrate understanding of the safety notices posted on company notice boards Be able to explain the meaning of all emergency signals RF406.05 Recognising safety signs & symbols Be able to explain what all the colour coding used in the workplace means Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development US: 9961Communicate verbally and non-verbally in the workplace

12. 12 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Sketch Case studies Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic assessment criteria The assessor will observe and confirm that learners: Are able to explain the meaning of all symbolic signs Are able to explain the colour coding system and the meaning of the codes Are able to explain the meaning of and expected action from the various emergency signals Are able to demonstrate understanding of the various safety notices Assignment Description WHATWHAT HOW Notional Hours 15 An individual and group exercise where learners do an audit of all the symbolic signs in and outside the workplace and query each other on the meaning and relevance of these signs 1.Individual study the signs in the workplace 2. Do the audit of all signs and explain their meaning 3. Discuss findings in a group and indicate misleading and wrongly placed signs 4. Recommend improved ways of displaying signs to ensure compliance in a short report 5.Individually search the internet to determine the meaning of colour in different cultures 6.Present your findings in an oral presentation to the group Topic Specification: RF406.05 Recognising safety signs & symbols

13. 13 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Understand what is meant by acoustic semiology Understand the advantages and disadvantages of filler sounds and music Be able to explain how pitch, tempo and rhythm, intensity and accent can add meaning to the sender’s words RF406.06 Understanding acoustic semiology and tacesics Understand what is meant paralinguisticsics Critical Cross-field Outcomes Identify and solve problems Work effectively with others Communicate effectively Organise and manage myself and my activities Collect, analyse, organise and critically evaluate information Use science and technology effectively and critically Demonstrate an understanding of the world as a set of related systems Use mathematics Learner and societal development Understand what is meant by tacesics and phatic communication Be able to give examples of tacesics and phatic communication in the workplace US: 9961Communicate verbally and non-verbally in the workplace

14. 14 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Facilitator session Sketch Case studies Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic assessment criteria The assessor will observe and confirm that learners: Are able to explain what is meant paralinguisticsics Are able to explain what is meant by acoustic semiology Are able to explain what is meant by tacesics and phatic communication Are able to explain n how pitch, tempo and rhythm, intensity and accent can add meaning to the sender’s words Are able to give examples of tacesics and phatic communication in the workplace Are able to evaluate the quality of your own voice Are able to explain advantages and disadvantages of filler sounds and music Assignment Description WHATWHAT HOW Notional Hours 15 An individual exercise to determine the quality of your own voice by recording a conversation and evaluating the quality of your voice 1.Make a tape recording of a casual conversation between you and a co-worker. 2.Making use of a questionnaire, critically evaluate the quality of your voice 3.Discuss your findings with the facilitator and make recommendations on how you can improve the quality of your voice 4.Complete a multiple choice questionnaire provided by the facilitator to explain your understanding of paralinguistics, acoustic semiology, tacesics and phatic communication and the advantages and disadvantages of filler sounds and music Topic Specification: RF406.06 Understanding acoustic semiology and tacesics