Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: EMPL7060C

Course Title: Use targeted communication skills to build relationships

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C6135 - Advanced Diploma of Myotherapy

Course Contact: Joshua Davies

Course Contact Phone: +61 3 9925 4333

Course Contact Email: joshua.davies@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Jade Cusworth
Contact Phone: 9925 4846
Contact Email: jade.cusworth@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

This course is delivered concurrently with the following courses:
HLTHIR505D     Provide leadership in promoting effective work practices in health
BSBRKG502B    Manage and monitor business or records systems
 

Course Description

This course describes the knowledge and skills required to apply specific workplace communication techniques to build and maintain relationships with clients and colleagues based on respect and trust.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	CHCCOM403A Use targeted communication skills to build relationships
Element:	Communicate effectively with clients and staff
Performance Criteria:	1.1 Identify and use appropriate communication strategies to: • establish rapport • exchange information • facilitate resolution of issues • defuse potentially difficult situations 1.2 Conduct interviews according to established procedures 1.3 Give feedback and advice in a way which reflects current identified good practice 1.4 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues 1.5 If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met 1.6 Respond to enquiries in a manner that promotes achievement of mutual outcomes 1.7 Respect and consider differences in views in a way that values and encourages the contributions of others 1.8 Ensure communication represents the organisation effectively where appropriate
Element:	Contribute to the implementation of effective communication strategies
Performance Criteria:	2.1 Implement strategies to check on the effectiveness of communication with clients and colleagues 2.2 Facilitate access to interpretive and translation services as required 2.3 Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way 2.4 Provide coaching in effective communication to colleagues and clients as required 2.5 Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met
Element:	Facilitate discussions
Performance Criteria:	3.1 Provide opportunities to fully explore all relevant issues 3.2 Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members 3.3 Routinely contribute to and follow objectives and agendas for meetings and discussions 3.4 Provide relevant information to groups as appropriate to facilitate outcomes 3.5 Evaluate group communication strategies to promote ongoing participation of all parties 3.6 Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed
Element:	Identify communication strategies to build relationships with clients who are involuntary or present communication challenges
Performance Criteria:	4.1 Identify and address specific communication barriers such as: • closed or unreceptive attitudes • mistrust or misunderstanding of people, organisations, systems and/or processes • emotional states, such as fear, anger and frustration 4.2 Identify areas of mistrust or conflict that may require resolution 4.3 Identify the need to include additional parties
Element:	Use specific communication techniques to maintain constructive interaction
Performance Criteria:	5.1 Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers 5.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues 5.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised 5.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role 5.5 Make referral for conflict resolution and mediation as appropriate

Learning Outcomes

Details of Learning Activities

All class learning materials, notes and other key learning resources can be accessed via myRMIT at www.rmit.edu.au/learninghub.
A combination of activities will support student’s learning in this course, such as:
• Face-to-face &/or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL) in the student & clinical practice environment, during simulations and classroom based learning
• Work experience &/or placements observation of performance in the workplace will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussions and activities to support and collaborate with other students in your course and debate and discuss ideas
• Utilise and develop critical research and cognitive skills to find credible sources of health information
• Self-directed study time (eg. readings or activities around theory) to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform
• It is strongly recommended that students partner up with fellow students in order to practice assessment, treatment and palpation techniques
 

Teaching Schedule

Please refer to course schedule detail on MyRMIT

Semester 1 2014 Timetable

        Term 1
10 Feb- 23 Apr

Monday

Tuesday

Wednesday

Thursday

Friday

09:00 - 12:00

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        Break     01:00 - 03:00

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    01:00 - 04:00 

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       Term 2
28 Apr -20 Jun     09:00 - 12:00

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        Break     01:00 - 03:00

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    01:00 - 04:00 

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Public Holidays
Labour Day Holiday - Mon 10-Mar
Easter Break - Thur 17 -24 Apr
Anzac Day Fri 25-Apr
Queens Birthday Mon 6-Jun
 

Semester 2 2014 Timetable

Term 3 07 Jul - 29 Aug	Monday	Tuesday	Wednesday	Thursday	Friday
09:00 - 10:00	√
10:00 - 12:00	√
09:00 - 12:00		√		√
Break
01:00 - 04:00		√	√	√	√

Public Holidays
Cup Day Tues 4-Nov
 

Please note: Timetable subject to change. Any change will be notified via student e-mail. 
Re Clinical Placement OR Student Clinic - Each student will commit to at least one shift per week from 1:00 – 4:00 
As part of our commitment to your training, students will be placed with some of our industry partners. These placements are compulsory and RMIT as well as its industry partners have an expectation of a regular commitment to treatment days. 
 

Learning Resources

Prescribed Texts

Brukner, P, 2012, Brukner & Khan's Clinical Sports Medicine, 4th edn, McGraw Hill, Sydney, Australia	9780070998131
Cook, G, 2010, Movement - Functional Movement Systems: Screening, Assessment and Corrective Strategies,  On Target Publications, California, USA	9781931046725

References

Other Resources

Overview of Learning Resources:
Students will be expected to utilise a range of recent and appropriate library, electronic, text and other resources.
Students will be provided with resources and tools for leaning in this course through myRMIT.
Readings given in class times and relevant literature as it comes to hand are important in order to maintain an up to date knowledge of the industry.
 

Overview of Assessment

Assessment for this course forms part of the Advanced Diploma Remedial Massage (Myotherapy).
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic.
Assessment is typically based around written and/or online tests, assignments, reflective journals, evidence portfolio’s, logbooks and/or practical demonstrations.
Competency based training requires the student to be in attendance in order for assessment to be undertaken.
Assessment is undertaken through successful completion of all assessment activities and classroom, project & industry participation.
Assessments are spaced across the duration of the course, in order for your teacher to provide you with progressive feedback.
Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.
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.
An RMIT assessment charter (http://mams.rmit.edu.au/kh6a3ly2wi2h1.pdf) summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced in a single document, the Assessment policies and procedures manual (http://www.rmit.edu.au/browse;ID=ln1kd66y87rc).
 

Assessment Tasks

Attendance and participation:
Competency based training requires the student to be in attendance in order for assessment to be undertaken.
Final assessment in this course is a combination of a number of "formative" assessments.
To achieve competency in this course students need to successfully complete and achieve sufficiency in ALL of these formative assessments.
Please refer to RMIT’s assessment policy for more details:
http://www.rmit.edu.au/browse/Staff%2FAdministration%2FPolicies%20and%20procedures%2FAcademic%20and%20research%2FAssessment%2FAssessment%20policy/
Should a student be unable to attend an assessment or require an extension to a due date please refer to the following webpage: http://www.rmit.edu.au/students/specialconsideration

Direct credit transfer and RPL:
Direct credit transfer is available to students who have already completed the same or similar courses. Recognition of prior learning is available to students who have relevant prior skills or experience. Please refer to http://www.rmit.edu.au/browse;ID=8u7jborsx9dy

Work submitted for assessment:
Assessments that require work to be submitted must be handed in by the due date designated by the course instructor.
Details of the due date for each assessment item are included in this course guide and are in the Course Schedule in myRMIT (Blackboard).
Students are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” http://emedia.rmit.edu.au/learninglab/
All work submitted for assessment must be submitted electronically.
Harvard style is used for all referencing and for bibliography.
Care must be taken to reference all work correctly and to avoid plagiarism. Be sure not to plagiarise unintentionally.
Students must keep a copy of all submitted assessments including electronic copies.
 

Penalties for late submission:
All assignments will be marked as if submitted on time then the mark awarded will be reduced by 10% for each day (or part of a day) it is late, unless an extension is approved.
Assignments that are late will not be marked and will be awarded zero marks (unless prior extension has been requested and approved. Please refer to http://www.rmit.edu.au/students/assessment/extension
 

Assessment Result Information:
All students will receive a All students will receive an HD, D, CR, P (High Distinction, Distinction, Credit, Pass), an NYC (Not Yet Competent) Mark or a DNS (Did Not Submit)  for the assessment.
Students must receive P marks for all Assessments to receive an overall Pass mark for the course.

Assessment Tasks

• Successful Completion of "Managing a Clinic Shift Checklist" - sign off due Semester 2, week 8: Each student is required to successfully complete a clinic shift as the Clinic Manager. During this shift the student is to be responsible for the day-to-day operation of the shift and take accountability for events that happen throughout the shift.
• Failing Business Case Study:Students are required to analyse a Case Study of a failing business and make recommendations to turn the business around. This assignment is to be handed in in stages with the due dates as follows:
• Code of Ethics: Week 5
• Client Feedback Survey: Week 9
• Staff Training Needs: Week 17
• Business / Record Systems: Semester 2, week 1
• Communication Strategy: Semester 2, week 7
• Complete Assignment: Semester 2, week 7.
• Online quizz - due Semester 2, week 3: Students will be required to complete an online quizz on class notes in the time usually allocated to class.

In order to gain competency in this course, students must complete ALL assessment activities AND gain a pass mark in each assessment activity. If one assessment activity is deemed “Not Yet Competent” then it may be included in the following assessment activity, until all assessments have been completed successfully.

 

Assessment Matrix

Assessment Matrix HLTHIR505D

Assessment task	Element 1	Element 2	Element 3	Element 4
Case Study	1.1, 1.2, 1.4, 1.6	2.1, 2.2, 2.3, 2.5, 2.6	All
Manage Clinic Shift	1.1, 1.2, 1.3, 1.5	2.4, 2.7		All

Assessment Matrix BSBRKG502B
 

Assessment task	Element 1	Element 2	Element 3	Element 4	Element 5
Case Study	All	All	All	4.1, 4.2	5.2 - 5.5
Manage Clinic Shift	1.4, 1.5			All	5.1

Assessment Matrix CHCCOM403A

Assessment task	Element 1	Element 2	Element 3	Element 4	Element 5
Case Study		2.1, 2.3, 2.4, 2.5	All	All	All
Manage Clinic Shift	All	2.2, 2.4, 2.5

Course Overview: Access Course Overview