Assignment 2 Learning Guide Workbook

ASSIGNMENT 2– LEARNING WORKBOOK – SITXADM003A – WRITE BUSINESS DOCUMENTS

4231EBL – ADVANCED TEACHING STRATEGIES

COURSE CONVENOR: DR. IAN JAMES

SUBMITTED BY: DAVID MARTIN

STUDENT #2636349

[email protected]

DATE SUBMITTED: 22 MAY 2009 Assignment 2 – Workbook – SITXADM003A – Write Business Documents

WELCOME TO THE WORKBOOK

This workbook provides learning activities, descriptions and links to resources that will assist you in obtaining the knowledge and skills necessary to be competent in the areas of the unit of competency, SITXADM003A, Write Business Documents.

The learning guide and workbook are broken into several sessions. Each session in the learning guide will link to activities, readings, and multimedia and internet resources.

The Resource CD contains all of the material for the learning guide and workbook combined into a web page interface. Most of the resources are contained o n the CD but some do require internet access.

David Martin 4231EBL – Advanced Teaching Strategies Student #2636349 Page 2 Assignment 2 – Workbook – SITXADM003A – Write Business Documents

TABLE OF CONTENTS

Welcome to the Workbook...... 2

Table of Contents...... 3

Assessment...... 5

Session 1. Getting Started...... 6

Objectives...... 6

Activity 1.1 – Previous experience forum/self reflection...... 7

Activity 1.2 – Windows operations...... 7

Activity 1.3 – Self Assessment...... 7

ASSESSMENT 1.1 – Using Windows...... 8

1.1.1 Using Microsoft Windows Help...... 8

1.1.2 Creating Folders...... 8

1.1.3 Backup Folders...... 8

Activity 1.4 – Document Requirements...... 8

ASSESSMENT 1.2 – Document Requirements...... 9

Activity 1.5 – Forum / Self-Reflection...... 9

Activity 1.6 – Templates...... 9

ASSESSMENT 1.3 – Word Templates...... 10

Session 2: Conducting Research...... 11

Activity 2.1 – Primary Research concepts...... 11

Activity 2.2 – Primary Research Forum/Self Reflection...... 12

Activity 2.3 – Reading about Referencing...... 12

Activity 2.4 – Summarising...... 12

ASSESSMENT 1.4 – Research and Referencing...... 13

Internet Referencing...... 13

Copyright Laws...... 13

Library Research Activity...... 13

Session 3: Letters and memos...... 15

Objectives...... 15

Workbook Activity 3.1 – Business Letter Tutorial...... 15

Workbook Activity 3.2 – Business Letter Tutorial...... 15

ASSESSMENT 1.5 – Business Letters...... 16

Workbook Activity 3.3 – Memo Tutorial...... 19

Workbook Activity 3.4 – Word Templates...... 19

ASSESSMENT 1.6 – Create Memos...... 20

Session 4: Policies and Procedures...... 21

Session 5: Proposal drafts...... 21

Session 6: Proposal submission...... 21

Session 7: Tenders...... 21

Session 8: Follow Up Documents...... 21

Session 9: Reports...... 21

Session 10: Portfolio Draft...... 21

Session 11: Portfolio Due...... 21

Session 12: Resubmission of assessment...... 21

Session 13: All Assessment due...... 21

Appendix a: Marking Criteria sheets...... 22

Appendix B: Learning Resource List...... 24

ASSESSMENT

To prove competency in this unit the following assessment must be satisfactorily completed.

Due Date / Item Assessment Task Details Session No.

1 Completion of tasks found on my.tafe using the online learning system Activities and Microsoft Word or this workbook and Resource CD. If on-campus all data to be saved to H:\drive\My Documents\computing folder with the creation of sub-folders showing effective organisation of work files.

Where possible they will also need to be uploaded using the online At the end of learning system. If this is unavailable email or postal options can be each week discussed with the teacher or administration staff.

An electronic copy of all work (portfolio and activities) should be submitted using a CDR. This can be submitted in person to your teacher or via post.

2 Complete a portfolio of documents and submit a printed copy using an Portfolio assignment cover sheet in person to the faculty assignment box, Week 12 administration staff, via post or fax. / Resubmit An electronic copy of all work (portfolio and activities) should be Week 13 if submitted using a CDR. This can be submitted in person to your teacher required or via post.

SESSION 1. GETTING STARTED

OBJECTIVES

This session will introduce basic document and file management concepts. You will:

 Create folders to store documents

 Use a checklist to determine document requirements

 Create 5 documents using templates

Unit of competency criteria that will be assessed are:

. Identify the purpose, audience, format, style, content and scope of a range of business documents

. Maintaining and filing copies of all documents within a secure and ordered system and according to organisation practices

. Select and use appropriate technology and software to suit the requirements

. Review and check documents prior to finalisation to ensure accuracy in content, free from spelling and typing errors, and meets all requirements

ACTIVITY 1.1 – PREVIOUS EXPERIENCE FORUM/SELF REFLECTION

Use the online forum or the self-reflection section below to write about your previous experiences with business documents.

Describe the type of document and situation you have seen it used in. This may have been part of previous work experience or something you have seen or noticed when you were a customer in a travel agency, motel, restaurant or resort.

ACTIVITY 1.2 – WINDOWS OPERATIONS

Use the online links or Resource CD to access the following tutorials.

 The Windows Environment Tutorial (FLASH 6.1 Mb) - This tutorial gives an overview of both basic windows operations and the networked environment found at GCIT.

 Using Windows Help (FLASH 2.7 Mb) - This tutorial gives an overview of how to use the help feature of Windows XP.

 Backing up to USB (FLASH 1.8Mb) - This tutorial shows how to use a USB drive to back up a set of folders in Windows XP.

 Burning CD's with Roxio (FLASH 2.9Mb) - This tutorial shows how to backup a set of folders to CD using Windows XP and the Roxio CD Burning software commonly found at GCIT.

ACTIVITY 1.3 – SELF ASSESSMENT

Use the following checklist. Are you able to complete the described tasks?

 access help inside Microsoft Windows and use the contents or search feature to find information on different topics

 describe and perform basic file operations such as creating a folder, copying, renaming and deleting files

 explain why backups are important and demonstrate how to create a backup using removable USB storage or CDR

ASSESSMENT 1.1 – USING WINDOWS

1.1.1 USING MICROSOFT WINDOWS HELP

Use the windows help feature to find and print out information on the following topics:

. How to create a compressed folder . Using the recycle bin . Connecting a network printer

Keep the printouts for future submission.

1.1.2 CREATING FOLDERS

As part of the Computing cluster your will need to organise your documents into way that makes files easy to find and easy to identify.

Use Windows explorer to create the following:

. A folder called Computers in the My Documents section of your student drive (or local hard drive) . A folder within the Computers folder called Business Documents

Show the results of this assessment activity to your teacher/assessor/supervisor.

1.1.3 BACKUP FOLDERS

Use copy and paste, or the send to: option in Windows to make a copy of your Computing folders on your USB drive.

This should be done at the end of each session, to maintain a secure backup of your work.

Show the results of this assessment activity to your teacher/assessor/supervisor.

ACTIVITY 1.4 – DOCUMENT REQUIREMENTS

Use the learning federation resource, ONLINE NEWS: SEA SPRAY ISLAND online or on the Resource CD.

ASSESSMENT 1.2 – DOCUMENT REQUIREMENTS

Use the online link or Resource CD to save the document requirements (DOC 37Kb) file.

Along the top of the document are scenarios that could be encountered in the workplace. Along the side are questions which can be used to analyse the scenario. These questions can be used to help determine document requirements.

Consider the question and fill in information for each question under all of the scenarios.

Save the file as your name-document requirements and submit via the online learning system, email or print the document for future submission.

ACTIVITY 1.5 – FORUM / SELF-REFLECTION

Use the online forum, or the space below to list what documents you have seen before and what category they would fall under, letter, memo, report, technical, policy, procedure or proposal. This could include what you have seen at work, when booking a holiday, or correspondence you have received in the mail.

ACTIVITY 1.6 – TEMPLATES

Access the Using Templates tutorial online or on the resource CD.

Visit the Microsoft website (www.microsoft.com) and use the navigation or search functions to find templates for small business.

ASSESSMENT 1.3 – WORD TEMPLATES

Create documents using the following templates. Some will require access to the Travel section of the Microsoft templates web site.1

. Professional fax cover sheet . Professional memo . Complaint about lost luggage . Business trip itinerary . Travel information form

Save each file to your portfolio folder after completing any relevant information using your personal details or those of your workplace.

Upload or email the files if you are working online. If working off-line you will submit by email or post at the end of the first week.

1 http://office.microsoft.com/en-us/templates/CT102566971033.aspx?stt=1

SESSION 2: CONDUCTING RESEARCH

OBJECTIVES

In this session you will:

 Create 5 documents using templates

ACTIVITY 2.1 – PRIMARY RESEARCH CONCEPTS

Use the Resource CD or online link to explore primary research through the Learning Federation resource.

ACTIVITY 2.2 – PRIMARY RESEARCH FORUM/SELF REFLECTION

Use the online forum or the questions below to reflect on your own experiences with primary research.

Do you have any previous experiences with primary research through work or previous study, e.g. phone surveys?

Have you seen or used any useful websites for collecting primary research?

One website is surveymonkey.com; while it does have some limitations there is a free account available that can help collect primary research data.

ACTIVITY 2.3 – READING ABOUT REFERENCING

There are many published books and websites on how to do this. List 3 books or websites below that contain information on referencing and bibliographies.

View a slideshow on referencing using the online link or the Resource CD.

ACTIVITY 2.4 – SUMMARISING

Visit the website: http://www.bbc.co.uk/skillswise/words/reading/summarising/index.shtml

Read through the factsheet and play the game using the links on the page.

Print out and complete the worksheet

ASSESSMENT 1.4 – RESEARCH AND REFERENCING

1.4.1 INTERNET REFERENCING

Below is a list of topics to research using internet search engines. Use the keywords and find other keywords that narrow down the topic

Copy and paste the list to a word document and create a reference for each web site that you find underneath each of the headings.

Use the "Full Web Site" referencing method described in the referencing guide to create bibliography entries for the websites you find.

. Travel statistics for Queensland . Australian postcodes . Gold Coast attractions . Encyclopedia or reference web site that is not Wikipedia . Australian Workplace health and safety . Starting a small business . Help with Microsoft Word

Save the file as your name-internet referencing.doc and submit.

1.4.2 COPYRIGHT LAWS

Find a web site that gives legal requirements for copying information from the internet or other publications.

Use Microsoft Word to type a summary of what is allowed from what sources.

Include a bibliography entry for the web site and add it to your favourites.

Save the file as yourname-copyright laws and submit.

1.4.3 LIBRARY RESEARCH ACTIVITY

Access the GCIT library search (or local library) and then

Use the library catalogue to find resources on three of the following topics.

Copy and paste the library code e.g. (HF2112.34) and the title of the book into the sections below. Then print or save a copy of your list.

Visit the library, locate the books you have searched for and create a bibliography entry for each of them

. Communicating in Business . Writing Reports . Management in Tourism . Workplace Health and Safety . Microsoft Office . Small Business Accounting or Finance . Workplace Relations . Leadership in the Workplace . Travel Agency Licensing

Save the file as yourname-library refencing.doc and submit using the file tool at the bottom of this page.

SESSION 3: LETTERS AND MEMOS

OBJECTIVES

In this session you will:

 Create 3 business letters and 3 memos

WORKBOOK ACTIVITY 3.1 – BUSINESS LETTER TUTORIAL

View the business letters slideshow online or using the resource CD.

WORKBOOK ACTIVITY 3.2 – BUSINESS LETTER TUTORIAL

View the tutorial on basic editing in Microsoft Word online or using the resource CD

View the tutorial on formatting text in Microsoft Word online or using the resource CD

Visit the Microsoft.com site and view the on mail merge in Microsoft Word online

Visit the Microsoft website http://office.microsoft.com/en-us/training/CR061958171033.aspx for more Word 2003 tutorials.

ASSESSMENT 1.5 – BUSINESS LETTERS

1.5.1 CREATE A LETTERHEAD TEMPLATE

Use the information from the Tranquility Travel scenario, your workplace or personal details to create a letterhead that shows the company name using a size 14 font on the left hand side of the page and the address and phone number on the right hand side in smaller text.

Save the file as a template called Letterhead.

Use Save as to save a second copy of the file to your Business Documents folder.

1.5.2 TYPE THE LETTER SHOWN BELOW

Using the letterhead template created in assessment 1.5.1 type the letter as shown below:

Save the above letter as Galloway - Credit Refusal in your business documents folder

1.5.3 CASE STUDY

You work in the administration section of the Tranquility Resort and need to write a letter to a customer (Carry Stepson, 72 Victoria Crescent, Townsville, QLD. 4871) who has made a reservation for accommodation, check in the 7th of next month, check out the 15th of next month, but no deposit has yet been paid.

The total cost of accommodation is $940, with a 15% deposit required within the next 14 days to confirm the reservation.

Payment can be made by money order, cheque, direct deposit (ANZ Bank - BSB 645784 - A/C 78721456) or by ringing with a credit card number.

Use Microsoft Word and the letterhead template to write a letter using a professional layout and manner. Use formatting features such as right align, bold and italics to highlight important information within the letter.

Save the file as Stepson Carry - Deposit request and submit the completed letter. Make any changes needed after feedback is received.

1.5.4 SPECIAL OFFER MAIL MERGE LETTERS

Use the mail merge feature to create a letter that invites people to the take advantage of a special offer that is being offered

Choose one of the following scenarios:

 Two for one around the world tickets

 Kids stay for free all school holidays

 Free restaurant vouchers with any 7 day stay

Use the mail merge feature of Microsoft word (see the previous topic for a tutorial) to:

Create a mail merge data source using 5 of your class mates, work mates or mobile phone entries. Save the file as datasource-customer list

Write a document that is based on the letterhead template.

Use the wordart feature of Microsoft word to create some visual/eye catching parts.

Include details on the special offer. This could include valid dates, starting prices and any other special conditions.

Save the main document as maindoc-special offer

Complete the mail merge as a new document and save as mailmerge-special offer.

Submit the mailmerge-special offer file using the tool at the bottom of this page.

1.5.5 CUSTOMISED BROCHURE REQUEST MAIL MERGE LETTERS

Use the mail merge feature to create a letter that requests brochures from various attractions/destinations.

You will need to use yellowpages.com.au to find potential suppliers to use as the data source. Try using searches for one or more of the following keywords as the business type; tourist, attraction, hotel.

Use the mail merge feature of Microsoft word to:

 Create the data source using the yellowpages search results.

 Create a custom field called brochure type in the data source that identifies the type of brochure you will be asking for from that particular supplier/attraction/destination. Save the file as datasource-suppliers

Write a letter that requests a quantity of brochures for the Tranquility Travel office. Use the custom brochure type field in the letter.

Save the main document as maindoc-brochure request

Complete the mail merge as a new document and save as mailmerge-brochure request.

Upload the mailmerge-special offer file using the tool at the bottom of this page.

WORKBOOK ACTIVITY 3.3 – MEMO TUTORIAL

Use the resource CD or online link to complete the tutorial and quiz on memos.

WORKBOOK ACTIVITY 3.4 – WORD TEMPLATES

Use the resource CD or online link to complete the tutorial on using word templates.

ASSESSMENT 1.6 – CREATE MEMOS

1.6.1 – RECREATE THE MEMO

Below is a memorandum about scheduled tea breaks.

Use the previously created Tranquility Travel letterhead or memo template in Microsoft Word to re-create the information below.

Save the file as Memo - Tea Breaks in your Business Documents folder and submit the completed file and make any changed needed after receiving feedback. MEMO

To: All Staff

From: HR Department

Date: [Today's Date]

Subject: Tea Breaks

This is to let you know that in future tea breaks will adhere strictly to the times laid down for them in our recent meetings. If for any reason your department wishes to discuss this matter further, then they will be able to do so at our next meeting.

1.6.2 CREATE AND WRITE 3 MEMOS

Below are some common topics for memos. Choose three and use the previously created Tranquility Travel letterhead or memo template in Microsoft Word to create a memo for each topic. The memo can be address to some or all or your class mates.

 New car parks made available

 Changes to morning tea times

 New procedure for time sheets

 Paper recycling bin now available

 Weekly meeting time has changed

Once you have created each memo, save them as Memo - Topic. Replace the word topic with the subject of the memo, submit the files and respond the any feedback.

SESSION 4: POLICIES AND PROCEDURES

SESSION 5: PROPOSAL DRAFTS

SESSION 6: PROPOSAL SUBMISSION

SESSION 7: TENDERS

SESSION 8: FOLLOW UP DOCUMENTS

SESSION 9: REPORTS

SESSION 10: PORTFOLIO DRAFT

SESSION 11: PORTFOLIO DUE

SESSION 12: RESUBMISSION OF ASSESSMENT

SESSION 13: ALL ASSESSMENT DUE

APPENDIX A: MARKING CRITERIA SHEETS

Each assessment item is marked using an assessment marking criteria sheet. This is how your teacher measured your ability to perform tasks in a competent way. Review these sheets to ensure that you are confident that you have the necessary skills and knowledge to be assessed as competent. ASSESSMENT 1: Marking Criteria

Qualification Diploma of Tourism

Unit SITXADM003A: Write Business Documents

Student

Assessor

Date submitted

Description of Task Completion of Learners Workbook assessment items 1.1 - found in. All data to be saved using subfolders and consistent or prescribed naming showing effective organisation of work files. Where required they will also need to be uploaded using the online learning system, emailed or put onto disc and posted to the assessor.

Did the student do the following: Yes Comments

Submit ALL ACTVITITES to demonstrate the selection and use appropriate technology and software to suit the requirements 

Complete document requirements activity that identification of purpose, audience, format, style. content and scope used when creating a range of  business documents

Complete the research activities that demonstrate conducting research using formal data collection methods and where appropriate, obtain  specialist assistance

Complete proposals activities that demonstrates analysis and assessment of data for relevance before used in a document 

Complete business letter activities that show using a suitable format, structure and style according to document purpose and organization  requirements

Complete report and portfolio activities to demonstrate the use of a range of document presentation and graphic techniques to enhance impact and  effectiveness of the information presented

Demonstrate the use of language and style appropriate to the document style and intended audience, ensuring clarity of information and ease of  reading

Complete the giving feedback activity to demonstrate making recommendations for action where appropriate on at least two documents,  written or verbally

Reviewing and checking documents prior to finalisation to ensure accuracy in content, free from spelling and typing errors, and meets all  requirements

Submit all activities for feedback or comment or and adjusting where necessary to demonstrate 

All activities are to demonstrate a format and style appropriate to the intended audience and purpose, and according to organisational  guidelines.

Demonstrate maintaining and filing copies of all documents within a secure and ordered system and according to organisation practices by  submitting file structure in the CD burning activity

Feedback to student:

The overall performance was: Satisfactory  Unsatisfactory 

Assessors Signature: ______Date: ______

David Martin 4231EBL – Advanced Teaching Strategies Student #2636349 Page 24