Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2017
Course Code: MKTG7971C
Course Title: Use communication to build relationships
School: 365T Global, Urban and Social Studies
Campus: City Campus
Program: C4352 - Certificate IV in Youth Work
Course Contact: Dianne Mackay
Course Contact Phone: +61 (3) 9925 4454
Course Contact Email: dianne.mackay@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Dianne Mackay
dianne.mackay@rmit.edu.au
Nominal Hours: 55
Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Pre-requisites and Co-requisites
None
Course Description
In this unit students will develop the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust. This unit applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
CHCCOM002 Use communication to build relationships |
Element: |
1. Communicate with clients and co-workers |
Performance Criteria: |
1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues 1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights 1.3 Represent the organisation appropriately and in accordance with communication policies and protocols 1.4 Provide information to clients and service providers in accordance with communication policies and protocols
|
Element: |
2. Address communication needs |
Performance Criteria: |
2.1 Recognise and support communication needs of clients, colleagues and external networks 2.2 Facilitate access to interpreter and translation services as required 2.3 Identify and address problems and communication barriers 2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements 2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks
|
Element: |
3. Facilitate meetings |
Performance Criteria: |
3.1 Develop an agenda and list of invited participants in consultation with appropriate people 3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols 3.3 Contribute to and follow objectives and agendas for meeting 3.4 Provide opportunities to fully explore all relevant issues and provide relevant information 3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members 3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed 3.7 Facilitate the resolution of conflict between participants 3.8 Minute or record meeting in accordance with organisation requirements 3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement
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Learning Outcomes
On successful completion of this course you will have developed the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
This course’s learning activities will be supported and complimented by RMIT’s on line learning management tool Blackboard. Other essential learning activities take place during the workshops, and you will also be required to undertake independent studies. Some learning activities that you may be required to undertake are:
- workshops
- class exercises to review discussions/lectures
- group discussion
- responses to case studies
- workplace simulations and role plays of youth work practice
- analysis/critique of relevant reading material
- group projects / activities
- peer learning
- peer teaching and class presentations
- guest lecture/presentation
- research
- independent project based work
- ‘workshopping’ of student projects including peer/lecturer feedback
- online learning in Blackboard
- Work Integrated Learning (WIL) practical placement
Teaching Schedule
Please note: While your teacher will cover all the material in this schedule, the weekly order is subject to change depending on class needs and availability of speakers and resources.
Class |
Topic |
Content |
Elements of Competency |
||
1 |
Storytellling |
Introduction to Unit Storytelling: Exploring the narrative to build effective relationships Outcomes focused & Solution focused work with clients |
|
||
2 |
What makes a good worker |
Building Rapport
|
1.1,1.2,1.3,1.4, 2.4,2.5 |
||
3 |
|
Respect & Valuing others Demonstrate respect, accept individual differences and upholds rights Barriers to effective communication |
2.2,2.3, |
||
4 |
|
|
1.1,1.2,1.3,1.4 |
||
5 |
Professional Practice |
Professionalism and reflective practice Review effective strategies Listening and Feedback Mediation and conflict resolution Cultural diversity & social differences – impacts of political, economic, social issues and technical issues faced by the young people in the case study
|
2.1,2.2, 2.4,2.5, |
||
6 |
Organisational Processes and requirements |
Involuntary clients Facilitate access to interpreter and translation services as required Organisational Values/Personal Values |
1.3,1.4,2.2,2.3, |
||
7 |
Facilitate meetings |
Work with Colleagues / refer to broader service system Meetings and Agendas · Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members Boundaries |
3.1,3.2,3.3,3.4,
|
||
8 |
|
Organisational/legal requirements
|
3.5,3.6,3.7,3.8,3.9 |
||
9 |
“Bringing it all together” |
All outstanding assessments to be completed in class. This session will provide teacher guidance o completing tasks. |
|
||
10 |
“Bringing it all together” |
Reflection, Review and Evaluation |
|
Learning Resources
Prescribed Texts
None |
References
None |
Other Resources
RMIT will provide you with resources and tools for learning in this course through our online systems and access to specialised facilities and relevant software. You will also have access to the library resources.
Overview of Assessment
This course is assessed in accordance with competency-based assessment.
To demonstrate competency in this course you will need to complete the following assessment tasks to a satisfactory standard. You will receive feedback from the teacher when you have completed the assessment tasks.
Assessment One
Task 1: Facilitate a Meeting: this task involves working in a small group to role play a meeting with colleagues. Stunts will create an email invitation, an agenda and audio/video recording of the meeting.
Task 2: Written communication requirements: write up the minutes of the meeting and present them to the 'work group' in the role play simulation.
Task 3: Feedback and reflection: receive feedback from three (3) colleagues in a meeting. Written reflection about incorporating feedback into your professional practice.
You should refer to the assessment plan which is available on Blackboard for details of each assessment task and for detailed assessment criteria.
Grades that apply to courses that are delivered and assessed in accordance with competency-based assessment are:
CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did not Submit for Assessment
If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.
A student charter http://www.rmit.edu.au/about/studentcharter summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies, procedures and instructions which are available for review online: http://www1.rmit.edu.au/browse;ID=c15i3ciaq8ca
Assessment Tasks
Assessment One
Task 1: Facilitate Meeting: this task involves working in a small group to role play a meeting with colleagues. Create an email invitation, an agenda for the meeting and an audio/video recording of the meeting.
This task involves working in a small group to respond to a difficult issue.
To demonstrate that you can facilitate a meeting, you will need to record the meeting. This can be an audio or video recording obtained via your phone, tablet or computer.
Refer to the following policies and procedures to make sure your communication with others will meet requirements:
- RMIT’s Code of Conduct and related fairness procedures to ensure inclusive behaviour and language
- Anglicare’s Code of Conduct
- Wesley Mission’s Social inclusion and workplace diversity policy
Task 2: Written communication requirements: write up the minutes of the meeting and present them to the 'work group' in the role play simulation.
Prepare minutes and distribute to all participants. Minutes should include attendees, agenda items, outcomes and future schedule.
Minutes to be reviewed and agreed upon and signed off by all participants.
Task 3: Feedback and reflection: receive feedback from three (3) colleagues. Written reflection and incorporate into professional practice.
Write a reflection incorporating feedback from colleagues and include changes you would make to improve communication in you professional practices.
Assessment Matrix
The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These matrices are available through Program Administration.
Other Information
Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters: http://www1.rmit.edu.au/students
Cover Sheet for Submissions
You must complete a submission cover sheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of implications of plagiarism.
Attendance
It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.
Applying for an Extension
Extension of time for assessment tasks may be granted where circumstances beyond your control prevent submission by the published due date. Speak with your teacher or course coordinator regarding applying for an extension.
Applying for Special Consideration
If you are seeking an extension of more than seven calendar days (from the original due date) you must lodge an Application for Special Consideration form, preferably prior to, but no later than two working days after the official due date. Late applications will only be accepted in exceptional circumstances. For information about Special Consideration and how to apply, see:
http://www1.rmit.edu.au/students/specialconsideration
Academic Integrity
Academic integrity means honesty and responsibility in scholarship through respecting the work of others whilst having the freedom to build new insights, new knowledge and ideas. RMIT University upholds the values of academic integrity as fundamental to the scholarship undertaken by all members of its community. Whenever you refer to another person’s research or ideas (either by directly quoting or paraphrasing them) you must acknowledge your source.
If you are even in doubt about how to properly cite a reference, consult your lecturer or the academic integrity website: http://www.rmit.edu.au/academicintegrity
The RMIT library provides tools to assist with your referencing http://www1.rmit.edu.au/library/referencing
Plagiarism and Collusion
Plagiarism and collusion constitute extremely serious academic misconduct, and are forms of cheating. You are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited. Plagiarism is not acceptable.
Examples of plagiarism include:
- Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
- Closely paraphrasing sentences, paragraphs, ideas or themes without proper citation;
- Piecing together text from one or more sources and adding only linking sentences;
- Copying or submitting whole or parts of computer files without acknowledging their source;
- Copying designs or works of art and submitting them as your original work;
- Copying a whole or any part of another student's work; and
- Submitting work as your own that someone else has done for you.
- Enabling Plagiarism: the act of assisting or allowing another person to plagiarise or to copy your own work is also an offence.
For further information, please see the RMIT Plagiarism Policy – http://www.rmit.edu.au/browse;ID=sg4yfqzod48g1 (unresolved) – and the RMIT Student Conduct Regulations – http://www1.rmit.edu.au/browse;ID=r7a7an6qug93
Plagiarism Software
The originality verification software Turnitin may be used in this course. For details, see: http://www.turnitin.com
Complaints Procedure:
RMIT University is committed to providing a harmonious study and work environment for all students and staff. The University recognises your right to raise concerns about academic, administrative or support services without recrimination and has policies and procedures to assist in the resolution of complaints.
Most issues are resolved at the local level and you are encouraged to take steps to resolve your issue locally. The student complaint procedure details steps to take if your problem is not resolved or you believe the response you received is unreasonable.
Student Complaints Policy: http://www1.rmit.edu.au/policies/studentcomplaintspolicy
Student complaints Procedure: http://www1.rmit.edu.au/browse;ID=i1lexipvjt22
Student Complaints Form: http://mams.rmit.edu.au/v4ujvmyojugxz.pdf
Course Overview: Access Course Overview