CANDIDATE RESOURCE & ASSESSMENT … Candidate Resource BSBWRT301A Write Simple Documents © Precision Group (Australia) Pty Ltd Legend This symbol indicates the beginning of a new

WRITE SIMPLE DOCUMENTS

CANDIDATE RESOURCE & ASSESSMENT BSBWRT301A

Precision Group (Australia) Pty Ltd44 Bergin Rd, Ferny Grove, QLD, 4055 Email: [email protected]: www.precisiongroup.com.au

© Precision Group (Australia) Pty Ltd

BSBWRT301A

Write Simple Documents

ISBN: 978-1-74238-

Copyright Notice

No part of this book may be reproduced in any form or by any

means, electronic or mechanical, including photocopying or

recording, or by an information retrieval system without written

permission from Precision Group (Australia) Pty Ltd. Legal action

may be taken against any person who infringes their copyright

through unauthorised copying.

These terms are subject to the conditions prescribed under the

Australian Copyright Act 1968.

Copying for Educational Purposes

The Australian Copyright Act 1968 allows 10% of this book to be

copied by any educational institute for educational purposes,

provided that the institute (or the body that administers it) has

given a remuneration notice to the Copyright Agency Limited

(CAL) under the Act. For more information, email info@copyright.

com.au or visit www.copyright.com.au for other contact details.

Disclaimer

Precision Group has made a great effort to ensure that this

material is free from error or omissions. However, you should

conduct your own enquiries and seek professional advice before

relying on any fact, statement or matter contained in this book.

Precision Group (Australia) Pty Ltd is not responsible for any

injury, loss or damage as a result of material included or omitted

from this material. Information in this module is current at the

time of publication.

1Candidate Resource BSBWRT301A Write Simple Documents© Precision Group (Australia) Pty Ltd

Table of Contents

2 Legend3 Qualification Pathways4 Qualification Rules5 Introduction7 BSBWRT301A/01 Plan Document Key Points

Determine audience and purpose for the document

Determine format and structure

Establish key points for inclusion

Identify organisational requirements

Establish method of communication

Establish means of communication

21 ‘True’ or ‘False’ Quiz

23 BSBWRT301A/02 Draft Document Key Points

Develop draft document to communicate key points

Obtain and include any required additional information


31 BSBWRT301A/03 Review Document Key Points

Check draft for suitability of tone for audience, purpose, format and communication style

Check draft for readability, grammar, spelling, and sentence and paragraph construction

Check draft for sequencing and structure

Check draft to ensure it meets organisational requirements

Ensure draft is proofread, where appropriate, by supervisor or colleague


37 BSBWRT301A/04 Write Final Document Key Points

Make and proofread necessary changes

Ensure document is sent to intended recipient

File copy of document in accordance with organisational policies and procedures


42 Summary43 Bibliography45 Assessment Pack

2 Candidate Resource BSBWRT301A Write Simple Documents © Precision Group (Australia) Pty Ltd

Legend

This symbol indicates the beginning of a new element. These will help you to find the information for your assessment activities.

Activity: Whenever you see this symbol, there is an activity to carry out which has been designed to help reinforce the learning about the topic and take some action.

This symbol is used at the beginning of each element to indicate the summary key points.

This symbol is used to indicate an answer to the Candidate’s questions or notes to assist the Facilitator.

Use considered risk taking in your ‘grey’ area

...and others will follow you!

Use considered risk taking in your ‘grey’ area

...and others will Use considered risk taking in your ‘grey’ area

...and others will follow you!


“There are always two choices. Two paths to take. One is easy. And its only reward is that it’s easy”. Source Unknown

This unit of competency is provided to meet the requirements of BSB07 Business Services Training Package although it can be used in a range of different qualifications. The BSB07 Business Services Training Package does not state how a qualification is to be achieved. Rather, Registered Training Organisations are required to use the qualification rules to ensure the needs of the learner and business customer are met. This is to be achieved through the development of effective learning programs delivered in an order that meets the stated needs of nominated Candidates and business customers.

Qualification Pathways


Qualification requirements include core and elective units. The unit mix is determined by specific unit of competency requirements which are stated in the qualification description. Registered Training Organisations then work with learners and business customers to select elective units relevant to the work outcome, local industry requirements and the qualification level.All vocational education qualifications must lead to a work outcome. BSB07 Business Services Training Package qualifications allow for Registered Training Organisations (RTOs) to vary programs to meet:

Specific needs of a business or group of businesses.

Skill needs of a locality or a particular industry application of business skills.

Maximum employability of a group of students or an individual.

When packaging a qualification elective units are to be selected from an equivalent level qualification unless otherwise stated.

Qualification Rules

“You’re either part of the solution or part

of the problem.”Eldridge Cleaver


Introduction

“Whether as an individual, or as part of

a group, real progress depends on entering whole-heartedly into

the process and being motivated to make you a

more deeply satisfiedhuman being.”

Source Unknown

This unit of competency is about being able to plan, draft and review a basic document before writing the final version.

BSBWRT301A Write Simple Documents is one of the units that make up Certificates in Business.

This manual is broken up into four distinct sections. They are:

1. Plan Document

2. Draft Document

3. Review Document

4. Write Final Document

At the conclusion of this training you will be asked to complete an Assessment Pack for this unit of competency. The information contained in this resource will assist you to complete this task.

You will then have demonstrated your ability to produce a simple, but professional document for your workplace.



Key Points Element 1 We routinely have to express ourselves clearly, concisely and persuasively in

writing when communicating with others.

Documents, which are written in the style of an organisational format, will need specific skill development.

The following tips apply to all documents:

Spelling and Grammar

Accuracy

Repetition of Meaning

Make Sense

Be Appropriate.

ELEMENT 1: Plan Document


Element 1: Plan Document

Key Points Element 1 continued

There are many styles of business documents that can be used.

Reports

Memos

Emails

Business letters.



Business Documents

In business, time is limited and there are many tasks to be done. Most employees understand the importance of appearing professional and making a good first impression. However, employees don’t always remember that anything they write and give to potential clients is also part of their presentation. Thus, it is essential to make all documents professional too.

We routinely have the need to express ourselves clearly, concisely and persuasively in writing when communicating with others. Documents, which are written in the style of an organisational format, will need specific skill development.

The following tips apply to all documents, those as simple as a quote or order and as complex as a tender or annual report. We will start, with a review of the overall requirements.

1. Spelling and Grammar

Do not trust your spell check. Synonyms will confuse it as will words that exist, but are not the one you want to use. A manual check is essential.

For instance, spell check will accept ‘to many apples’ instead of ‘too many apples’ or ‘the dor’ instead of ‘the door,’ yet they mean very different things. It is worth making the effort.

2. Accuracy

Attention to detail is important. Using the right name, and spelling, is critical. Everything you write must be accurate. If you have any doubts, leave it out or qualify it. Avoid generalisations too. They can really trap you and undermine your argument.

3. Repetition of Meaning

Business writing requires concise clarity. Do not over-use adjectives. Avoid saying things like green as the grass or clear as crystal. Be careful too about stating the obvious such as ‘7 am in the morning’.

4. Make Sense

Always read your work aloud. It makes it easier to see if the words and ideas flow. Simple sentences make it easy to understand and do not include unnecessary information.

5. Be Appropriate

Avoid over-general or form letters if possible. Personalise them at least a little.

Choosing your words is also important. Very technical terms and difficult words will stop many readers from understanding what you have written. Likewise, use of slang and street language should be tempered.

Always write to suit the audience. Never use swearing and derogative terms in business documents. It is also not appropriate to say negative things about competitors. It is unprofessional and unappealing and could be the cause of legal action.



Always, always proofread your writing before it becomes public. If unsure, then get someone else to check it as well. For important documents or ones to be used repetitively, consider having a supervisor or manager help you. The benefits may astound you.

There are many styles of business documents that can be used. Each has its own place in the communication chain and a particular style. Ask yourself if an email is preferable to a report, maybe a memo would do the trick. Or could a business letter be the most appropriate? Then, discover what your organisation expects each to look like. Following are several common forms and uses.

Reports

Report writing can be very technical, but here is a basic model for a written report.

1. Know your Subject and your Audience: Do your research and reading.

2. Take notes: And ask questions.

3. Think of your Main Points: Limit yourself to just a few.

4. Make an Outline: Using the main points as your headings. Organise details that support each main point under each heading.

5. Arrange your notes: According to your outline.

6. Write a first draft: Using your outline and notes. Consider working on a computer, if one is available.

7. Include footnotes: And cite all sources in a bibliography.

8. Review and revise: Make any changes on the computer or retype your paper.

9. Check your final draft: Proofread for:

Punctuation and spelling

Usage (grammar and vocabulary)

Paragraph and sentence structure

Neatness.

Ask Someone Else to Check It, Too

Many organisations have their own format for how a completed report should look. Always check to see if there is a preferred format. Reports are always presented in sections and subsections. They generally contain a lot of information that needs to be organised so the reader can make sense of it. Each section is numbered. A long report always begins with a title page and a table of contents that lists the section headings and subheadings.



1. Introduction

Outlines the report’s subject and purpose.

Presents significant terms and defines how they will be used.

Presents limitations of the study thereby demonstrating that the study is able to cover some aspects of a topic but can not cover all possible issues.

Identifies who asked for, or commissioned, the report and who compiled it.

2. Methodology

Outlines what was done to collect information.

Describes where the information used in the report came from.

Describes how the data was analysed or used.

3. Findings

Summarises most important information discovered into logical headings.

Presents information in sequenced subsections, using subheadings.

May contain quotations from primary sources of information.

May contain analysis of data in table or graph format.

4. Conclusion

Briefly summarises overall findings.

Contains recommendations for action (if any).

Suggests implications of the study.

5. Bibliography

Lists references consulted in compiling report in alphabetical order by author’s surname.

6. Appendices

Additional information used preparing report.

Research tools: i.e. interview questions, transcripts of interviews, questionnaires etc.

Important background documents.

Reports should be concise and factual. Opinions are given in the ‘conclusions’ section. However, these opinions should be based on facts presented in the ‘findings’. Use simple tenses (usually the present simple) to express facts. Use the imperative form (Discuss the possibility..., Give priority ..., etc.) in the ‘Recommendations’ section as these apply to the company as a whole.



Sample Report

Printer XYZ – Replace or Repair

Introduction:

Printer XYZ on line 5 has not been able to be operated over the last two weeks leading to staff layoffs, missed production deadlines and customer dissatisfaction.

This report investigates the merits of replacement or repair.

Methodology

The manufacturer of XYZ Printer was approached and recommended the local service agency. The service agency provided a quote for repair and quoted on cost and recommendations for service scheduling.

Appendix 1.1

Manufacturer of ABC printers was contacted and provided a quote to supply a new printer.

Appendix 1.2

Findings

Servicing will render Printer XYZ non-functional for 24 hours every month while being serviced and the cost of repairs on average will be $2,500 plus parts.

Printer ABC includes servicing for two years and can be completed while the machine is operational and can be supplied in 6 weeks at a cost of $25,000.

Conclusion

The purchase of Printer ABC would increase output, decrease ‘downtime’.

The capital cost would be recovered over 2 years when depreciation is included.

Bibliography

Sales information Printer ABC

Appendices

1.1 Quote for repair to Printer XYZ

1.2 Quote to install Printer ABC



Memo

Memos solve problems either by informing the reader about new information, such as procedural alterations or price changes, or by persuading the reader to take an action such as attending a meeting. Memos are most effective when they connect the purpose of the writer with the needs of the reader. Memos are informative or persuasive. Even though business memos may be more formal and complicated the intention in writing one is still the same. You want to achieve your purpose with your reader effectively.

“Write to be understood, speak to be heard, read

to grow...” Lawrence Clark Powell


Parts of a Memo

Memos are divided into segments to organise the information.

1. Heading Segment

The heading segment follows this general format:

TO: Readers’ names and job titles.

FROM: Your name and job title.

DATE: Complete and current date.

SUBJECT: What the memo is about, highlighted in some way.

2. Opening Segment

The opening paragraphs provide the purpose and are usually in three parts:

The event or background of the purpose of the memo. This may be a sentence, such as “You may recall our discussion…” or may be a short paragraph. Keep it short and concise but clear.

Next describe what is being done in relation to the purpose. If action is required, your sentence may be “I was asked to investigate the…” and state the action taken.

Finally, state the purpose of your reason for writing and forecast what is in the rest of the memo. For example, you might say: “I have found… and recommend…” .

3. Necessary Attachments

To provide evidence for your memo, you may add information in the form of attachments. This may include graphs, lists, and tables. Attachments are added at the end of your memo. Make a note about the attachments in your memo.

Attached: Several Complaints about Product, January - June 1997



Emails

Email is an easy and popular method of communicating short pieces of information quickly. It is much more casual than a letter or memo and is concise and brief. You can start with a simple “Hello” rather than “Dear Mr Jones” and if you know the reader well, write as if you are actually speaking with that person.

It is a good idea to include a telephone number in the signature of the email to allow the recipient the opportunity to telephone if necessary. When replying, eliminate all unnecessary information. Leave only the text related to your reply. This will save your reader time when reading your email.


Sample MemoYour letterhead

TO: Billy Bunter, CEO, Puny Printing Pty Ltd

FROM: I.M. Daft, CEO, XYZ Printer Supplier

DATE: 12th December 20XX

SUBJECT: XYZ Printer Repair

The printer XYZ installed in your printery has been malfunctioning and you want to know how to secure production. As the warranty has expired, we recommend that you contact our Service Agents who will arrange repairs.

Bodgy BrothersPrinter Repairs211 Sus StreetAnytown

09 5678 9123 Phone09 5678 9000 Fax

[email protected]



Sample EmailYour organisation letterhead here

From: Billy Bunter

Sent: 13th December 20XX

To: Joe Blow

Subject: Printer XYZ Malfunction

XYZ Printer is a problem. Please report to recommend repair or replacement as soon as possible.

Billy BunterCEOPuny Printing Pty Ltd1234 Any StreetAnytown AS 708009 4567 6789

Business Letters

The basics of good business letter writing are easy to learn. The following guide provides the phrases that are usually found in any standard business letter. These phrases are used as a kind of frame and introduction to the content of business letters. By using these standard phrases, you can give a professional tone to your business letters.

The Start

Dear Personnel Director,

Dear Sir or Madam: (use if you don’t know who you are writing to)

Dear Dr, Mr, Mrs, Miss or Ms Smith: (use if you know who you are writing to, and have a formal relationship with – VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss)

Dear Frank: (use if the person is a close business contact or friend).

The Reference

Re: Place the purpose of the letter here

With reference to your advertisement in the Times, your letter of 23 rd March, your phone call today,

Thank you for your letter of March 5th.


The Reason for Writing

I am writing to inquire about

I am writing to apologise for

I am writing to confirm

Requesting

Could you possibly?

I would be grateful if you could

Agreeing to Requests

I would be delighted to

Giving Bad News

Unfortunately

I am afraid that



Enclosing Documents

I am enclosing

Please find enclosed

Enclosed you will find

Closing Remarks

Thank you for your help.

Please contact us again if we can help in any way.

Please contact us again if there are any problems.

Please contact us again if you have any questions.

Reference to Future Contact

I look forward to hearing from you soon.

I look forward to meeting you next Tuesday.

I look forward to seeing you next Thursday.

The Finish

Yours faithfully, (If you don’t know the name of the person you’re writing to)

Yours sincerely, (If you know the name of the person you’re writing to)

Best wishes,

Best regards, (If the person is a close business contact or friend).



Sample Business Letter

Billy BunterCEOPuny Printing Pty Ltd1234 Any StreetAnytown AS 708009 4567 6789Email: [email protected]

14th December 20XX

Bodgy BrothersPrinter Repairs211 Sus StreetAnytown

Dear Mr Bodgy:

Re: Repairs to Printer XYZ

Your quotation to repair this printer is acceptable. We understand that production must cease for 24 hours prior to and during repair. Please advise date for service to allow our compliance.

We would appreciate at least one week’s notice and to have the work completed as soon as practical.

Yours faithfully

Billy Bunter

CEO



Activity OneProof the letter below and make corrections.


Bodgy BrothersPrinter Repairs211 Sus Street

Anytown

XYZ Printing Pty Ltd

435 Press St

Anytown

15th December 20XX

Dear Mr Daft

This is to acknowledge that we are in receipt of your notice whereby you informed us that the goods shipped to you on (date) did not conform to our agreement dated (date).

We regret this unintentional mistake on our part, the reasons for which were (explanation)

While we recognise that the time for performing under this agreement has expired, we are requesting that you extend the time to (date) in order that we may cure the defect by replacing the shipment with goods that conform to our agreement.

Please accept our apology for this inconvenience. We will be looking forward to your response.

Kind regards

Bill


Element 1 - ‘True’ or ‘False’ Quiz


Please tick True False

Reports are never presented in sections and subsections.

If your memo is longer than a page, you may want to include a separate summary segment.

Each business and each document needs to be written to suit the audience.

Reports should be long so readers know how hard you worked.

When designing your report, try to be totally original in format.

Make sure you document your findings or provide detailed information whenever necessary.

Remember to express an opinion in the introduction of the report.

Always, always proofread your writing before it becomes public.

You can help your reader understand your memo better by using headings for the summary and the discussion segments that follow it.