Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term2 2016

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

jade.cusworth@rmit.edu.au

03 9925 8382

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:

 

4.1       Provide opportunities to fully explore all relevant issues

4.2       Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members

4.3       Routinely contribute to and follow objectives and agendas for meetings and discussions

4.4       Provide relevant information to groups as appropriate to facilitate outcomes

4.5       Evaluate group communication strategies to promote ongoing participation of all parties

4.6  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:

 

5.1       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

5.2       Identify areas of mistrust or conflict that may require resolution

5.3  Identify the need to include additional parties    

Element:

Use specific communication techniques to maintain constructive interaction

Performance Criteria:

 

3.1       Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers

3.2       Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues

3.3       Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised

3.4       Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role

3.5  Make referral for conflict resolution and mediation as appropriate    


Learning Outcomes



Details of Learning Activities

Learning Activities:
1. Read indicated course notes for CHCCOM403A Use targeted communication skills to build relationships
2. Attend and participate in classes which are designed specifically to enable you to manage and monitor business or records systems
3. Complete all handouts that are distributed in class and add them to your Portfolio
4. Complete all learning activities located within the class notes.
 


Teaching Schedule

 Topics:

- Communicate effectively with clients and staff
- Contribute to the implementation of effective communication strategies
- Use specific communication techniques to maintain constructive interaction:Facilitate Discussions
- Identify communication strategies to build relationships with clients who are involuntary or present communication challenges
 

 

Semester 2

Wk28

04.07.16

Overview

 

Overview of all three units in this cluster

Communicate with Clients and co-workers

Address communication needs

 

29

11.07.16

CHCCOM002

Facilitate meetings

 

     30

18.07.16

HLTHIR505D

Model ethical work practices

31

25.07.16

CHCCOM002

Host Staff Meeting

 

     32

01.08.16

HLTHIR505D

Initiate professional development

33

08.08.16

HLTHIR505D

Initiate quality activities

34

15.08.16

HLTHIR505D

Hygiene and infection control

35

22.08.16

HLTHIR505D

Hygiene and infection control/ Online Quiz

36

29.08.16

Mid-Semester Break

 

37

05.09.16

BSBRKG502

Determine requirements or modifications of systems

38

12.09.16

BSBRKG502

Devise an appropriate record keeping system

39

19.09.16

BSBRKG502

Develop an implementation plan

40

26.09.16

All units

Revision  / Website Design

41

03.10.16

BSBRKG502

Monitor and review systems

42

10.10.16

BSBRKG502

Identify and respond to problems and changes

43

17.10.16

All Units

Assignment Due

44

24.10.16

All Units

Resubmissions Due

45

31.10.16

Melbourne Cup Holiday

 

46

07.11.16

 

No Class / Results Due

 

 

 

 

 

 

 


Learning Resources

Prescribed Texts

No prescribed text


References

Further online learning materials are available and include:
• Articles of interest
• Class videos
• OHS videos
• Useful external links
• Learning Lab
 

Callen, P.W. (2007) Ultrasonography in Obstetrics and Gynaecology 4th Edition WB Saunders Company

Callen, P.W. (2007) Ultrasonography in Obstetrics and Gynaecology 4th Edition WB Saunders Company

Further online learning materials are available and include:
• Articles of interest
• Class videos
• OHS videos
• Useful external links
• Learning Lab
 

Further online learning materials are available and include:
• Articles of interest
• Class videos
• OHS videos
• Useful external links
• Learning Lab
 

Fitzgerald A.E., Kingsley C., Umans S.D., "Electric Machinery", Sixth Edition, McGraw-Hill

Further online learning materials are available and include:
• Articles of interest
• Class videos
• OHS videos
• Useful external links
• Learning Lab
 

Callen, P.W. (2007) Ultrasonography in Obstetrics and Gynaecology 4th Edition WB Saunders Company

Further online learning materials are available and include:
• Articles of interest
• Class videos
• OHS videos
• Useful external links
• Learning Lab
 

Nyberg et al (2003) Diagnostic Imaging of Fetal Anomalies. Lippincott, Williams and Wilkins

Weedy B. M., Cory B. J., "Electric Power Systems", Fourth Edition, John Wiley & Sons

Nyberg et al (2003) Diagnostic Imaging of Fetal Anomalies. Lippincott, Williams and Wilkins

Nyberg et al (2003) Diagnostic Imaging of Fetal Anomalies. Lippincott, Williams and Wilkins

Ref 3

3

Ref 3

3

Ref 3

3

Ref 3

3

D.W. Hart, Power Electronics, McGraw-Hill, New Yourk, 2011.

9780073380674

Ref 3

3

Ref 3

3

Ref 3

3

Ref 3

3

Ref 3

3

ref 6

6

Ref 6

6

ref 6

6

ref 6

6

ref 6

6

Ref 6

6

ref 6

6

Ref 6

6

Ref 11

11

Ref 11

11

Ref 11

11

Ref 11

11

Ref 11

11


Other Resources

1. Class notes CHCCOM403A
2. PowerPoint Summary
3. Additional learning materials available through the Learning Hub
4. RMIT Library (www.rmit.edu.au/library)
 

Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)


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

             

Assessment Tasks

1. Successful Completion of Managing a Clinic Skills Observation Log sign off:

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.
Due 17th October 2016

2. 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:

 

Business Overview: 1st August 2016

Code of Ethics: 1st August 2016

Client Feedback Survey: 22nd August 2016

Staff Training Needs: 12th September 2016

Business / Record Systems: 17th October 2016

Communication Strategy: 17th October 2016

Complete Assignment: 17th October 2016

3. Online quiz:

Students will be required to complete an online quiz on the in the time usually allocated to class. It will be a quiz on Determine requirements of Systems Due 22nd August 2016

Resources:
1. Class notes CHCCOM403A
2. PowerPoint Summary
3. Additional learning materials available through the Learning Hub
4. RMIT Library (www.rmit.edu.au/library)


 


Assessment Matrix

           

ASSESSMENT METHODS/TYPES OF EVIDENCE:

 

 

Interview/ Verbal Questioning

Self-Reflections

Assignment/ Project

Case Study or Role Play

Third Party Verification

Workplace Performance

Research or Report

Portfolio of Evidence

Written Tasks

 

 

 

 

 

NATIONAL UNIT CODE : CHCCOM403A

NATIONAL UNIT NAME : Use targeted communication skills to build relationships

RMIT CODE:

Co-Delivered with

Elements

Performance Criteria

Related Assessment Tasks

Assessment Method/

Types of Evidence  

1. Communicate effectively with clients and staff

 

1.1           Identify and use appropriate communication strategies to:

establish rapport

exchange information

facilitate resolution of issues

defuse potentially difficult situations

 

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

1.2           Conduct interviews according to established procedures

 

Written Task / Workplace Performance

Case Study

1.3 Give feedback and advice in a way which reflects current identified good practice

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

1.4                 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

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

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

1.6                 Respond to enquiries in a manner that promotes achievement of mutual outcomes

Workplace Performance

Clinic Skills Observation Log

1.7                 Respect and consider differences in views in a way that values and encourages the contributions of others

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

1.8                 Respect and consider differences in views in a way that values and encourages the contributions of others

Workplace Performance

Clinic Skills Observation Log

2.        Contribute to the implementation of effective communication strategies

2.1           Implement strategies to check on the effectiveness of communication with clients and colleagues

Written Task

Case Study

 

2.2           Facilitate access to interpretive and translation services as required

 

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

2.3           Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way

 

Written Task

Case Study

2.4           Provide coaching in effective communication to colleagues and clients as required

 

Written Task

Case Study

2.5           Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met

Workplace Performance

Clinic Skills Observation Log

3.       Use specific communication techniques to maintain constructive interaction

3.1           Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers

3.2           Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues

 

Written Task

Case Study

3.3           Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised

 

Workplace Performance

Clinic Skills Observation Log

3.4           Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role

 

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

3.5           Make referral for conflict resolution and mediation as appropriate

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

4.     Facilitate discussions

4.1           Provide opportunities to fully explore all relevant issues

 

Written Task

Case Study

4.2           Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members

 

Written Task

Case Study

4.3           Routinely contribute to and follow objectives and agendas for meetings and discussions

 

Written Task

Case Study

4.4           Provide relevant information to groups as appropriate to facilitate outcomes

 

Written Task

Case Study

4.5           Evaluate group communication strategies to promote ongoing participation of all parties

 

Written Task

Case Study

4.6           Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed

Written Task

Case Study

5.       Identify communication strategies to build relationships with clients who are involuntary or present communication challenges

5.1           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

 

Written Task / Workplace Performance

Case Study / Clinic Skills Observation Log

5.2           Identify areas of mistrust or conflict that may require resolution

 

Written Task

Case Study

5.3           Identify the need to include additional parties

Written Task

Case Study

Assessment Conditions

Course Overview: Access Course Overview