Learning and Assessment Material

BSBWRT401
WRITE COMPLEX DOCUMENTS

BSBWRT401 Write complex documents Version 1 Page i of 13

Contents
How do you plan a workplace document?.................................................... 3
What are some typical workplace documents?............................................ 4
How do you organise your workplace document?........................................ 5
How do you organise this information?.........................................................6
How can you best manage your time?......................................................... 6
How can you improve your style and structure?........................................... 6
What sort of language should you use?....................................................... 8
Sticking to the rules……………………………………………………………… 8
How do you draft your document?................................................................ 9
Proofreading and editing………………………………………………………. 10
Word processing……………………………………………………………….. 10
Retrieving, refining and printing a word processed document…………….. 11
TRAINING AND ASSESSMENT ACTIVITIES AND QUESTIONS………..
Error! Bookmark not defined.
Assessment task………………………………………………………………...
Error! Bookmark not defined.
ASSESSMENT MODE A - Oral questioning…………………………………
Error! Bookmark not defined.
ASSESSMENT MODE B - Skills observation checklist…………………….
Error! Bookmark not defined.
Participant survey of materials………………………………………………...
Error! Bookmark not defined.
Suggested Answers…………………………………………………………….
Error! Bookmark not defined.

BSBWRT401 Write complex documents Version 1 Page ii of 13

BSBWRT401 Write complex documents Version 1 Page iii of 13
BSBWRT401 WRITE COMPLEX DOCUMENTS

Element of competency:
1. Plan documents
2. Draft text
3. Prepare final text
4. Produce document

How do you plan a workplace document?

Planning a workplace document involves getting all your thoughts, ideas and
information together before you begin. A well-planned document is easier to
write and will be much easier for your audience to read.

To successfully get your message across there are a few things you should
think about when planning your document:

What is your purpose?

The first thing you need to consider is why you are writing your document, that
is, what is your purpose?

Workplace documents can have many different purposes. They might be to

inform work team members of a change in production, to reply to a customer
complaint, or to record decisions made at a meeting. Although your purpose
might be obvious to you, you must make sure that it is equally obvious to your
reader if you want your communication to be effective.

By identifying your purpose you can focus on what information you need to
include in your document. A document with a clear purpose has all the
information the reader needs without being long and rambling.

The purpose of your document will also affect the sort of style and format you
use. Your response to a customer complaint for example will look and sound
very different to safety instructions for new machinery. Some documents such
as memos and letters might even have specific formatting ‘rules’ that make
them easy to recognise and read.

When identifying your purpose, ask yourself the following questions:

 What message do I want to put across to my reader?

 What action do I want them to take in response?

BSBWRT401 Write complex documents Version 1 Page 4 of 13

Who is your audience?

When planning your document you will also need to identify your audience, that
is, who is going to read the document?

Your audience may be as small as one or two people, or as large as a whole

department or workplace. It is important to think about who your audience is so
that your document can suit their needs.

When thinking about your audience you should ask yourself the following
questions:

 What is the reading ability of the audience?

 What does the audience need to know?
 What would the audience already know about this subject?
 How would you feel about this subject if you were the audience?

What are some typical workplace documents?

There are many different types of documents you might use in the workplace to
communicate ideas and events. Some typical examples are described below:

The letter

In your working day you will need to write many different kinds of letters.

While the style and format of your letter will depend on whom you are writing to
and why, there are some general rules you can follow.

When writing a letter your language is often more formal than what you would
use in normal speech. The layout of a letter should be clear, and have all the
information set out in an easy to read manner.

Newsletter article

A newsletter article can be more relaxed and chatty. Make sure that the
information is presented in logical ‘chunks.’

BSBWRT401 Write complex documents Version 1 Page 5 of 13

Instructions

Good instructions are vital to the smooth operation of any workplace. Poorly
written instructions can slow down workflow, and even result in accidents and
injury.

Instructions must follow a logical order, and be easy to understand.

Usually each step is numbered, and very few technical or difficult terms are
used.

Memos

Memos are a simple and effective way of getting a brief message to a large
number of people. They can be used to boost morale, request actions, or pass
on information.

How do you organise your workplace document?

Producing a good document takes some organisation. You need to work out
what information to include, and how this information should be arranged.

You also need to consider all your deadlines and time restraints so that your
document is finished on time.

What information should you use?

Having identified the purpose and audience of your document, you can now
work out what information you will need to include. Leaving out important
information is disastrous, but on the other hand, too much unnecessary
information can be confusing and hard to read.

To make sure your document includes everything without being cluttered, list
all the important information before you start. This list will provide you with an
easy way of checking that you have not forgotten anything, and will also help
you to keep your document on course.

BSBWRT401 Write complex documents Version 1 Page 6 of 13

How do you organise this information?

Once you have selected the information you need, you must decide how it will
be organised. This is particularly important for documents such as timetables
and instructions, where it is essential that readers receive information in the
right order.

For example, there is no point giving instructions on how to change gears in a

car if you have not yet explained how to turn the car on!

The best way to make sure that information is presented logically is to imagine
that you are the reader of your document – what information do you need to
know first?

By working out the sequence of ideas and information before you start, you can
be sure that your document is clear and logical.

How can you best manage your time?

Organising your document also involves organising yourself! Documents such

as memos, often need to be completed immediately, while other documents
such as reports and articles will have deadlines that you have to meet.

To prepare for these deadlines it is a good idea to make a time line. Your
timeline should include time for planning, writing, drafting, proofreading and of
course your completion date. You will need to estimate how long it will take to
finish each of these stages, and how much time you actually have to complete
the document. Place your timeline in a place where you can see it, so you can
easily keep track of how you are going.

How can you improve your style and structure?

It is important that the information in your document is easy to read.

Documents that do not flow naturally, or contain awkward expressions and

phrases, are tiresome and confusing. The following information provides you
with some techniques you can use to make your document easy to read.

BSBWRT401 Write complex documents Version 1 Page 7 of 13

Keeping it simple

You should always try to express yourself in the most simple and direct way
you can.

Often, writers who are unsure of their subject matter will try to disguise this by
using flashy words or phrases such as ‘commenced operation’ or ‘optimum
performance.’ Do not fall into this trap because it is very obvious to the reader,
and can confuse your message.

Longwinded words or phrases should never be used if there is a simpler

alternative. Some common examples are listed below:

Longwinded phrase A more simple replacement

In regard to About
In the vicinity At
I must express my thanks Thank you
Due to the fact that Because
At the present writing Now

It is also important that you keep your sentences simple and easy to
understand.

The most common problem with sentences is that they can get long and
jumbled. For example:

In the workplace it is important that all safety procedures are adhered to such
as wearing protective clothing, walking only in marked areas so that no
accidents occur and no one is injured or productivity lost.

This sentence is difficult to read and even more difficult to understand.

If your sentences start getting long and clumsy stop writing and read them aloud
to yourself. This will help you to see where you can break them up into two or
three shorter ones.

The clumsy sentence above for example can be re-written as three, much
clearer sentences:

In the workplace it is important to follow all safety procedures. Some of these

procedures include wearing protective clothing and walking only in marked
areas. By following these procedures you can reduce accidents, and improve
productivity.

BSBWRT401 Write complex documents Version 1 Page 8 of 13

What sort of language should you use?

When you speak, your tone of voice and body language has an affect on the
message you communicate. In the same way, the words you choose when
writing have a big effect on your reader. You need to be aware of this and make
sure that this effect is positive.

You should choose words that are positive and polite, and avoid language that
is tactless, discriminatory, or offensive.

In particular you should try to avoid using sexist or gender-biased language in

your documents. You do not want to offend women in your workplace by using
language that ignores or insults them. Below are some examples of gender
biased language and suggested words you might use instead.

Gender biased word or phrase Replacement

Chairman Chairperson
Spokesman Spokesperson
Foreman Supervisor

Jargon is another thing you should avoid in your document. Jargon is a word or
expression that is developed and used within a particular group. Jargon is
usually not understood by anyone outside of this group.

You should also avoid using technical words if you are not sure that your
audience will understand them. The overuse of jargon and technical terms will
make your document difficult to read, and can be annoying for your reader.

Sticking to the rules

There are common rules of grammar and punctuation you should use to make
your writing easier to read and understand. Some common punctuation rules
are described below:

Capitalisation

Always capitalise proper nouns. These include:

 People’s names and titles e.g. Mel Gibson, the Prime Minister
 Street names: e.g. Bakers St., Sunset Boulevard
 Names of countries, states, regions, localities etc: e.g. Australia, South
Gippsland, Armadale
 Names of religious groups e.g. Catholics, Hindus, Muslims
 Names of schools and colleges e.g. Mooroopna Secondary College,
Brisbane University
 Trade names e.g. Cocoa Cola, Macintosh
 Names of days and months (but not seasons) e.g. Saturday,
September, spring, winter.

BSBWRT401 Write complex documents Version 1 Page 9 of 13

Full stops
Full stops are used to signify the end of a sentence. Example: Work team
meetings will be held tomorrow.

They can also be used for abbreviations. Example: e.g. i.e. etc.

Question marks
Question marks should come at the end of a direct question.

Example: What time do you finish work?

Exclamation marks

Exclamation marks are used at the end of a statement expressing strong

feeling.

Example: Watch out for the forklift!

Commas
Commas are used to separate two or more ideas in the one sentence.

Example: There are a lot of orders to get through tomorrow, but there will still
be time for our work team meetings.

A good way to determine where a comma should go is to read the sentence

aloud to yourself. Where you find yourself making a short pause is probably
where you should put a comma.

Commas are also used to separate a series of elements in a sentence.

Example: The colours for the new company logo are blue, green, and white.

How do you draft your document?

Drafting is the process of writing, changing and then rewriting your document
until it is in its final form. Drafting is an important process because it is where
mistakes are picked up, and changes made that add ‘polish’ to your final
document.

BSBWRT401 Write complex documents Version 1 Page 10 of 13

Proofreading and editing

Proofreading and editing involves reading over your work, looking for errors and
areas for improvement. If possible you should ask a second person – perhaps
a work friend, secretary, spouse or supervisor to proofread your writing and
suggest changes. A second pair of eyes will often find problems that you have
missed yourself.

The following tips can help you when you are doing your own editing:

 If possible leave some time between your last draft and proofreading –
sometimes you need a ‘fresh eye’ to pick up mistakes and improvements

 Read each sentence out loud to check that they are all complete –
ensure that your writing ‘flows’ and is easy to read

 Put yourself in the shoes of your reader – is the message clear? Have
you avoided using clumsy and tactless language?

 Remove all unnecessary words or phrases – check for jargon or

inappropriate technical language

 Review all punctuation, capitals and spelling (use a dictionary or a spell

check if you are not sure)

 Recheck numbers in addresses and dates to make sure they are correct.

Word processing

BSBWRT401 Write complex documents Version 1 Page 11 of 13

Word processing is the use of computers to type, edit and print letters, reports,
articles and other documents. It has replaced typewriting for many tasks at
home, school and in the office.

Word processing programs enable you to type words into a computer to write
letters, reports, invoices and other documents. Word processing software
greatly simplifies the work of editing a document. Some of the things you can
use the program for include:

 Inserting text
 Deleting text
 Checking spelling
 Correcting errors
 Checking grammar and punctuation
 The software can perform some of these functions automatically, if
instructed to. The document can then be stored, printed or deleted as
required.

Most word processing packages have a number of templates or basic pre-set

forms. When you use these forms you only need to fill in the details. In your
workplace these could include:

 Standard letters to clients

 Formats for tender writing
 Order forms
 Blank invoice documents

Retrieving, refining and printing a word processed

document

BSBWRT401 Write complex documents Version 1 Page 12 of 13

You will need to know how to find and open your own files and the files of others.
One of the major advantages of using a word processor is that you can easily
change documents or use the text from a range of different documents without
retyping it.

If you do not know about file management, directories and subdirectories you
should look up on-line Help or the software manuals. You should ask another
employee to show you the directory structure available at your workplace. The
on-line Help inside the file management part of your operating system is useful.
File Manager which is provided with the Microsoft Windows interface has its
own on-line Help.

You will probably be able to find your own files easily. It is the files created by
others that may cause more challenges. In order to open files that have been
created by other people, it is helpful to know the file names and what software
has been used to create and save the documents. Then you may be able to
open them without losing the formatting.

The careful and well placed use of graphics within your documents can enhance
the look and layout of your documents as well as make the task of
understanding the information to some extent, simpler for your audience.

BSBWRT401 Write complex documents Version 1 Page 13 of 13