Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2018
Course Code: MKTG7971C
Course Title: Use communication to build relationships
School: 365T Global, Urban and Social Studies
Campus: City Campus
Program: C4364 - Certificate IV in Alcohol and Other Drugs
Course Contact: Chris Walters
Course Contact Phone: +61 3 9925 8268
Course Contact Email: chris.walter@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
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 you 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
This course addresses four units of competency:
- Use communication to build relationships CHCCOM022
- Work legally and ethically CHCLEG001
- Work with diverse people CHCDIV001
- Develop and maintain networks and collaborative partnerships CHCPRP001
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
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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
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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
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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 |
Learning Outcomes
On successful completion of this course you will develop the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
In class: Class lectures and exercises, group discussion and practical demonstrations.
Teaching Schedule
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Cluster 3 Effective Work Practices: CHCCOM002 CHCLEG001 CHCDIV001 CHCPRP001 | |||
Class |
Topic |
Content |
Assessment Details |
Week 1 of cluster delivery |
Build Communication Skills |
Explore diverse community groups eg. NESB, ATSI, LGBTQI |
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Build Communication Skills |
Explore diverse community groups |
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Build Communication Skills |
Research online sites and complete ATSI quiz |
Online Quiz, multiple choice introduced |
Week 2 of cluster delivery |
Legal and ethical considerations |
Exploring various L&E , statuatory and policy based issues |
Online Quiz required to be completed by this week. |
|
Legal and ethical considerations |
Group work
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Group work Present back to class |
Presentation of Legal and ethical scenarios to demonstrate practical application of knowledge and skills Conducted this week |
Week 3 of cluster delivery |
Partnerships |
Supervision Self care |
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Networking Planning and organising |
Communicate with fellow workers Plan and participate meetings |
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Risk assessment for community work |
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Week 4 of cluster delivery |
Mock community network meeting |
Research processes for meeting ‘Develop a community drug action plan’. |
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Mock community network meeting |
Plan processes for meeting ‘Develop a community drug action plan’. |
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Mock community network meeting |
Present meeting |
Demonstration of conducting a mock community network meeting, and small written report on the process employed Conducted this week |
Week 5 of cluster delivery |
Communication skills |
Practice various skill set through role play |
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Communication skills |
Practice various skill set through role play Various communication styles |
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Communication skills |
Practice various skill set through role play Various communication styles |
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Week 6 of cluster delivery |
Effective client engagement |
CALD attitudes |
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Effective client engagement |
Client engagement from various community sectors |
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Effective client engagement |
Students required to role play a NESB client and a clinician |
Role play with NESB client conducted this week |
Week 7 of cluster delivery |
YMHFA |
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YMHFA |
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YMHFA |
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No assessment conducted, enrichment activity |
Learning Resources
Prescribed Texts
References
Other Resources
None
Overview of Assessment
- Practical demonstrations of skills and knowledge based on case studies
- Quiz and/or knowledge questions
Assessment Tasks
Assessment 1: Due in week 2 of cluster: multiple choice knowledge quiz
Assessment 2: Conducted in week 2 of cluster: demonstration of community network meeting skills
Assessment 3: Conducted in week 6 of cluster: role play to demonstrate communication skills with NESB client
Students will also be assessed on communication skills and interaction with staff and clients, in the workplace whilst on placement. This will also involve the completion of a Third Party report demonstrating your active participation in organised activities. Details available in the WIL Work-placement Manual.
Assessment Matrix
An assessment matrix is available upon request from the Program Coordinator.
Other Information
Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters: rmit.edu.au/students
Cover Sheet for Submissions
You must complete a submission cover sheet for every piece of work submitted in hardcopy. For every piece of work submitted online you will complete an e-Declaration. The signed cover sheet or e-Declaration acknowledges that you are aware of the plagiarism implications.
Examples of other information that could be included in this section are listed below. Please discuss with your Program Coordinator/Manager. Information needs to be consistent across the whole program.
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 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
Assessment Appeals
If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include:
a) You believe an error has occurred in the calculation of the grade; or,
b) You believe the assessment did not comply with criteria published in the Course Guide; or,
c) You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred).
Full details of the procedure (including appeals procedure) can be located at this RMIT site: http://www1.rmit.edu.au/policies/academic#assessment
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 – 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
Working with Children Check – This course requires a Working with Children Check
Police Check – This course requires a satisfactory police check
Course Overview: Access Course Overview