TLIE807C - Process Workplace Documentation - Learner Guide

TLIE807C Process
workplace
documentation
Learner Guide
Contents
What this Learner’s Guide is about ........................................ 3
Planning your learning ........................................................... 4
How you will be assessed ...................................................... 6
Section 1............................................................................................. 7
Plan documentation ............................................................... 7
Section 2........................................................................................... 17
Complete documentation ..................................................... 17
Additional resources ....................................................................... 25

TLIE807C Process workplace documentation
Page 2 © Australian National Training Authority 2003

ADELG1046 Customised and developed by Armstrong’s Driver Education Pty Ltd September 2008
What this Learner’s Guide is about
This Learner’s Guide is about the skills and knowledge required to
process workplace documentation including planning the
documentation to fulfil the identified purpose and completing the
documentation in accordance with requirements. Documentation may
include forms, logs, diaries and basic hand-‐written or typed reports. It
may also include entry of information into computer-‐based documents
and forms.
The Elements of Competency from the unit TLIE807C Process

workplace documentation covered in this Learner’s Guide are listed
below.
Plan documentation
Complete documentation
This unit of competency is from the Transport and Logistics
Training Package (TLI07).
© Australian National Training Authority 2003 Page 3

Customised and developed by Armstrong’s Driver Education September 2008 ADELG1046
Planning your learning
It is important to plan your learning before you start because you may
already have some of the knowledge and skills that are covered in this
Learner’s Guide. This might be because:
• you have been working in the industry for some time,
and/or
• you have already completed training in this area.
Together with your supervisor or trainer use the checklists on the
following pages to help you plan your study program. Your answers to
the questions in the checklist will help you work out which sections of
this Learner’s Guide you need to complete.
This Learner’s Guide is written with the idea that learning is made
more relevant when you, the learner, are actually working in the
industry. This means that you will have people within the enterprise
who can show you things, discuss how things are done and answer any
questions you have. Also you can practise what you learn and see how
what you learn is applied in the enterprise.
If you are working through this Learner’s Guide and have not yet found
a job in the industry, you will need to talk to your trainer about doing
work experience or working and learning in some sort of simulated
workplace.

Section 1: Plan documentation
Are you able to: Yes No

1. explain how the writing you are required
to complete in the workplace will be
used?
2. state who the user of the information that
you complete will be?
3. state what is to be recorded in various
forms and where this information is to be
obtained from?
Section 2: Complete documentation
Are you able to: Yes No

1. explain how the appearance and accuracy
of your forms affects the way your
customers see you and your organisation?
2. list and explain the key points that will help
you to produce accurate and professional
forms for your customers?

How you will be assessed
Assessment of this Unit of Competency will include observation of real
or simulated work processes using workplace procedures and
questioning on underpinning knowledge and skills. It must be
demonstrated in an actual or simulated work situation under
supervision.
You will be required to:

• complete workplace form (3 examples).

Section 1
Plan documentation

Section outline
Areas covered in this section
Determining the purpose and audience of workplace documents
Making the task of writing easier

The purpose and audience of workplace writing
Determining the purpose and audience
There will always be a purpose and audience for the workplace writing
you will be required to complete.
To ensure that your writing is effective, it will help you to know:
• why you are required to complete a writing task
• who the person/s who read what you have written will be.
Before completing any writing in the workplace, it will be helpful for
you to ask yourself two questions;
1. Why is the writing I am about to complete necessary?

(How will the information be used?)
2. Who will read the writing I am about to complete?

(Who will use the information that is written?)
If you do not know the answers to these questions, ask someone in
the workplace to tell you.
Making the task of writing easier
Knowing the answers to the two questions above will make the tasks
of writing easier for you. Planning for completing a document involves
the three aspects as follows.
1. What information must be included
When you know the purpose of the form or how the form will be used,
you then know what information is critical. For example, a stock
loss/damage report in most organisations is used to determine who
will be responsible for paying for the loss/damage of stock.
Sometimes, it can also be used to identify common problems that may
be avoided in the future.
When you know how forms will be used, you can more easily
understand the information that will help your organisation.

2. What problems can be avoided by completing forms

accurately
When you know who will use the form and how it will be used, you will
better understand the kinds of problems that can be created if
information is not completed accurately. For example, if you record
the incorrect weight of goods, the customer or your organisation will
lose money, also, the driver may put a heavier load on the transport
vehicle than is allowed, etc.
3. What words to use
When you know how the form will be used, and who will read it, you
can select the best words to use. For example, forms that are used
only by drivers in the company can have coded information as the
drivers will no doubt be trained to understand codes. A form for a
customer, like an invoice, may need to be more detailed as the
customer is unlikely to understand your organisation’s codes. Most
customers need to understand the details on their invoices so they
know what they are being charged for.

Activity 1: What is the purpose and who is the audience for

the various workplace documents?
You may do this training task on your own or by talking to other

people in your organisation.
Below is a list of forms commonly used in the transport industry.

Speak with your trainer and identify the forms you will be required
to complete as part of your job.
• tax rebate form
• stock loss/damage report
• injury form
• motor vehicle accident proforma
• run sheet
• log book/travel log
• Invoices
• Freight inwards/requisition order/ inwards goods form
• Freight forwarding form/consignment note/outward goods form.
Identify any other forms you may be required to complete.
Attach your workplace forms to this page.
For each form you are required to complete, answer the questions
below.

Form name: __________________________________________
Why is this form completed? (How will it be used?)
____________________________________________________
____________________________________________________
Who will read this form? (Who will use the information that is
recorded in this form?)
____________________________________________________
____________________________________________________
Form name: __________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Form name: __________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Form name: __________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Form name: __________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Form name: __________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Form name: __________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Activity 2: What information is to be recorded in workplace

documents and where is this information obtained from?
You may complete this activity on your own or by talking to other

people in your organisation.
• Collect copies or make photocopies of all the forms you will be
required to complete in the workplace.
• Label each space that you must complete with a number.
• The table below shows you some of the information that is
required to fill in a stock loss/damage report.
• Fill out forms from your workplace using information obtained
from your work environment or information given to you by your
trainer.
No. What information is Where is this What, if any, are the

recorded in this information obtained critical points to
space? from? remember?
1 Claim number To be obtained from It is one number

office staff. higher than the last
claim form that was
completed - refer to
claim log book.
2 Driver name Driver’s first and last

name.
3 Driver number Found on the driver If the driver has not

I.D. card. yet been issued with
the number, office
staff must issue one
before the claim form
can be filled out.
4 Company who was Located on invoice for It may also be

sending stock the transport of obtained from the
goods. details on the work
sheet.

No. What information is Where is this What, if any, are the

recorded in this information obtained critical points to
space? from? remember?
5 Name of person from Found on the invoice If the order exceeds X

company that is to be for the transport of amount, find out who
contacted - usually goods. the manager/owner of
the person who the organisation is.
booked the
transportation
6 Telephone number of Found on the

company requisition order.
7 Date of damage
8 Time of damage Be as specific as

possible. Might have
to be time when
damage was noticed,
and if this is the case,
specify this on the
form for office
information.

Section 2
Complete documentation

Section outline
Areas covered in this section
Importance of appearance and accuracy
How to complete your forms professionally

Writing and your customers
Importance of appearance and accuracy of

forms
The appearance and accuracy of your forms can affect the way that
your customers see your organisation. Care in how you prepare your
forms will help your organisation to appear professional and to gain
the respect and trust of external customers. When you complete your
forms carefully, your customers will be able to see that your
organisation is concerned about doing things right.
Your reputation within the firm (with your internal customers -‐ co-‐
workers), will also be more firmly established when you take care in
completing forms. Your co-‐workers will know they can depend on the
information you provide, and they will be able to obtain information
from the forms you complete, easily.
How to complete your forms professionally
Below are some useful points that you may use to help you to
complete forms accurately and professionally.
Keep forms clean
Make sure your hands are clean and clean the work area/bench before
placing the form on it.
Write neatly
Unless your writing is especially neat, it is advisable that you print on
forms. Block letters (capital letters) may also be used.
Read instructions clearly
Sometimes forms give instructions on how they are to be completed.
For example, a form may direct you to use block letters, and it may
have a section marked ‘office use only’. There may also be directions
on who is to receive each individual copy, if there are copies of the
form. Reading the instructions carefully will help you to avoid any
unnecessary delays and misunderstandings.

Provide accurate information
Check that what you are writing on the forms is accurate. If you are
unsure, ask the relevant person. Recording information you are not
certain of can lead to problems later. Accurate information will ensure
that what is supposed to happen will happen.
Spell all words correctly
Spelling customers’ details correctly is critical to establishing a good

reputation. Check the details if you are unsure about a customer’s
name, his/her company name and/or location details. Your
organisation will most probably have customers’ details recorded
somewhere. If filling out forms as you speak with customers, ask them
to spell out any words and names you are unclear of. If there are
words you cannot spell, look them up in the dictionary or ask a co-‐
worker.
Use correct codes/descriptions
Most transport organisations use codes and specific descriptions of

goods to be transported. The correct coding and descriptions help
everyone in the workplace to clearly understands what goods are to
be transported.
Fill in all the necessary spaces and information
Leaving spaces blank and not providing necessary information can lead
to delays and problems.
Take copies of personal forms
When filling out forms that are personal such as tax rebate forms,
accident forms, etc, take a photocopy for you own reference. You will
have copies to refer to if there are any concerns at a later stage, and
the copies will help to remind you of the details on these forms.
Use short sentences
If there is a need to write sentences in any forms you complete, keep
the sentences short. Short sentences are far easier to read and
understand.
Avoid folding forms to many times
Forms with many folds look messy. If you must fold the forms, limit
the folding as much as possible.

Check completed forms
When you have completed the forms, check for the following:
• spelling is correct
• accuracy of the information
• easily understood
• filled out completely.
Complete forms on time
Make sure that all logs or diaries are completed in good time. A delay
in completing documents can lead to omissions or inaccuracies. For
example, accident report forms should be completed immediately
after emergency Occupational Health and Safety issues have been
dealt with.

Activity 3: How professionally and accurately are forms

completed in your workplace?
With your trainer, select a number of completed forms from your

workplace and make copies. These forms may have been
completed by you or by co-workers. Use the checklist to decide if
the forms have been completed to the standard required in your
workplace. You may need to add or delete points so the checklist
better suits the requirements of your workplace. Make extra copies
of the checklist if your trainer would like you to examine more than
two completed forms.

Form name: __________________________________________
Yes No Comment on how it might be

improved if it is not professional
Is the writing neat and

easy to read?
Is the form clean and

not soiled or messy?
Has the number of

folds in the form been
limited to the
minimum?
Is the information
accurate?
Have all the words

been spelt correctly?
Have the correct

codes and
descriptions been
used - codes that
everyone can
understand?
Have all the

necessary spaces
been filled in?
If sentences have
been used, are the
sentences short and
easy to understand?
Would your
organisation be
considered
professional by the
appearance and
accuracy of this form?

Form name: __________________________________________
Yes No Comment on how it might be

improved if it is not professional
Is the writing neat and

easy to read?
Is the form clean and

not soiled or messy?
Has the number of

folds in the form been
limited to the
minimum?
Is the information
accurate?
Have all the words

been spelt correctly?
Have the correct

codes and
descriptions been
used - codes that
everyone can
understand?
Have all the

necessary spaces
been filled in?
If sentences have
been used, are the
sentences short and
easy to understand?
Would your
organisation be
considered
professional by the
appearance and
accuracy of this form?

Additional
resources

Print based:
• standard forms used in the workplace
• Standard Operating Procedures (SOP)
• Quality manuals
• induction material
• notes from training programs designed to help you learn how to do
your job.


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Additional resources ....................................................................... 25

Page 2 © Australian National Training Authority 2003

What this Learner’s Guide is about

The Elements of Competency from the unit TLIE807C Process

© Australian National Training Authority 2003 Page 3

Planning your learning

Page 4 © Australian National Training Authority 2003

Section 1: Plan documentation

Are you able to: Yes No

Section 2: Complete documentation

Are you able to: Yes No

© Australian National Training Authority 2003 Page 5

How you will be assessed

You will be required to:

Page 6 © Australian National Training Authority 2003

© Australian National Training Authority 2003 Page 7

Areas covered in this section

Determining the purpose and audience of workplace documents

Making the task of writing easier

Page 8 © Australian National Training Authority 2003

The purpose and audience of workplace writing

Determining the purpose and audience

1. Why is the writing I am about to complete necessary?

2. Who will read the writing I am about to complete?

Making the task of writing easier

© Australian National Training Authority 2003 Page 9

2. What problems can be avoided by completing forms

Page 10 © Australian National Training Authority 2003

Activity 1: What is the purpose and who is the audience for

You may do this training task on your own or by talking to other

Below is a list of forms commonly used in the transport industry.

Identify any other forms you may be required to complete.

Attach your workplace forms to this page.

© Australian National Training Authority 2003 Page 11

Form name: __________________________________________

Why is this form completed? (How will it be used?)

Form name: __________________________________________

Why is this form completed? (How will it be used?)

Form name: __________________________________________

Why is this form completed? (How will it be used?)

Page 12 © Australian National Training Authority 2003

Form name: __________________________________________

Why is this form completed? (How will it be used?)

Form name: __________________________________________

Why is this form completed? (How will it be used?)

Form name: __________________________________________

Why is this form completed? (How will it be used?)

© Australian National Training Authority 2003 Page 13

Form name: __________________________________________

Why is this form completed? (How will it be used?)

Page 14 © Australian National Training Authority 2003

Activity 2: What information is to be recorded in workplace

You may complete this activity on your own or by talking to other

No. What information is Where is this What, if any, are the

1 Claim number To be obtained from It is one number

2 Driver name Driver’s first and last

3 Driver number Found on the driver If the driver has not

4 Company who was Located on invoice for It may also be

© Australian National Training Authority 2003 Page 15

No. What information is Where is this What, if any, are the

5 Name of person from Found on the invoice If the order exceeds X

6 Telephone number of Found on the

8 Time of damage Be as specific as