Course Title: Use advanced workplace communication strategies

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: EMPL5679C

Course Title: Use advanced workplace communication strategies

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C4240 - Certificate IV in Government (Court Services)

Course Contact : Lauren Weaver

Course Contact Phone: +61 3 9925 4622

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 25

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

 No pre-requisite is required for this unit of competency, however this unit is part of an Industry based program, offered to trainee Court Registrars.

Course Description

This course covers the use of advanced communication strategies for interacting with internal and external clients. It includes dealing with complex enquiries and complaints, giving directions, managing meetings and making workplace and public presentations. Though the prime focus of the course is on speaking, listening and reading non-verbal cues, if reading, writing and visual literacy are intrinsic to the workplace communication, these are included.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

PSPGOV412A Use advanced workplace communication strategies


1. Deal with complex enquiries/complaints

Performance Criteria:

1.1 Relationship with the client is established by displaying empathy towards client needs, and the nature of complaint/enquiry is established by listening, questioning and confirming.
1.2 Complaint/enquiry is recorded accurately in simple language, and verified with the client to ensure it has been recorded correctly.
1.3 Documentation to support complaint/enquiry is obtained if required.
1.4 Action available under organisational policies is identified, and procedures to respond to and resolve complaint/enquiry are followed/authorised.
1.5 Complaints/enquiries that require referral to other personnel or external organisations are identified and referred in accordance with organisational policy and procedures.
1.6 Client is informed of action taken to resolve/refer the complaint/enquiry and a record logged in accordance with organisational procedures.


2. Give directions

Performance Criteria:

2.1 Ethical, lawful and reasonable directions are given to others, and staff are protected from reprisals for refusing directions to act unethically.
2.2 Directions are relayed in a clear, concise manner appropriate to the receiver.
2.3 Questioning and listening skills are used to confirm understanding of directions.
2.4 Problems in directions being implemented are resolved promptly or referred in accordance with organisational policy and procedures.
2.5 Feedback is provided on implementation in accordance with organisational requirements.


3. Manage meetings

Performance Criteria:

3.1 Purpose of each meeting is clarified and the agenda developed in consultation with participants, in line with the purpose.
3.2 The procedure for each meeting and the style of chairing/facilitating are selected in accordance with the meeting's purpose and the participants.
3.3 Meetings are chaired in accordance with organisational requirements, agreed conventions for the type of meeting and legal and ethical requirements.
3.4 Meetings are conducted to ensure they are focused on the objectives of the meeting and are time efficient.
3.5 Meetings are facilitated to enable participation, discussion, problem solving and resolution of issues by all those present.
3.6 Decisions and recommendations are summarised succinctly, checked for accuracy and recorded as required.


4. Make presentations

Performance Criteria:

4.1 Presentations are made to a range of audiences in accordance with organisational requirements.
4.2 Presentations are structured logically and contain relevant information/content to meet the purpose of the presentation.
4.3 Supporting materials and presentation aids are selected, created and organised to enhance audience understanding of key concepts and ideas.
4.4 Presentation strategies are chosen and used to match the characteristics of the target audience, the location, the resources and the personnel needed.
4.5 Effectiveness of the presentation is evaluated formally and informally for the purpose of continuously improving future presentations.

Learning Outcomes

 See Elements.

Details of Learning Activities

This unit covers the use of advanced communication strategies for interacting with internal and external clients. It addresses the knowledge and skills needed in dealing with complex enquiries and complaints, giving directions, managing meetings and making workplace and public presentations. The prime focus on this unit is speaking, listening and reading non-verbal cues.

Teaching Schedule

Students take part in 2 consecutie days of training during their initial two-week period of Intensive training into the program. 
Training involves theoretical and practical application of advanced communication strategies in the workplace, and as it relates to working as a Court Registrar for the Department of Justice.

Learning Resources

Prescribed Texts


Other Resources

All resources for this course are located on the RMIT Blackboard system. 
Resources also include relevant industry materials such as Codes of Conduct, policies, procedures, legilsation and customer service charters and statements.

Overview of Assessment

 Assessments will incorporate a variety of methods including one or more of the following: written test, open book exam, case studies, class presentation, group project, role play scenarios, practical demonstrations, observations, reports, quizzes, and fieldwork assignments.

Assessment Tasks

Attendance in class
Participation in group based class activities
Formal written assessment task (3 parts)

Assessment Matrix

Assessment for the Certificate IV in Government (Court) Services program falls under Table 1.2 b - Nationally Recognised Training Package qualifications and State accredited courses delivered in accordance with competency-based assessment.

Competency Achieved
Used where competency-based assessment applies

Not Yet Competent
Used where competency-based assessment applies – This is always a Final Grade

Did Not Submit for Assessment.

This grade is only to be used where a student enrols in a course and does not withdraw and does not participate in assessment, regardless of whether the student is of ‘confirmed’ status or not.

All written work must adhere to the following criteria:
1. Written reports, research projects or essays are to demonstrate an understanding of the concepts and familiarity with the prescribed or negotiated topics
2. It is expected that all submitted work will be well written, with clear and consistent grammar, expression and punctuation. It must be well structured and cogently address the issues raised in the chosen topic in a logical, ordered and organised manner
3. The concepts must be well defined and demonstrate a critical analysis of the chosen topic
4. Written submissions must demonstrate appropriate preparation, reading and research
5. Double or 1.5 spacing and a font size of 10-12 must be used in font style Aerial or Times New Roman.

Other Information

Extensions will not be granted by teachers or Administrative staff.
In accordance with RMIT policy, students may apply for an extension where there have been unexpected or extenuating circumstances, e.g.
a) Hospital admission, serious injury, severe asthma, severe anxiety or depression. This does not include minor illness such as a cold, period pain or hay fever.
b) Loss or bereavement – e.g. death of a close family member, family/relationship breakdown.
c) Hardship/trauma – e.g. victim of crime, sudden loss of income or employment, severe disruption to domestic arrangements.
Students requiring extensions for 7 calendar days or less (from the original due date) must complete and lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Program Coordinator/ Program Manager. The application must be lodged no later than one working day before the official due date. The student will be notified within no more than 2 working days of the date of lodgment as to whether the extension has been granted.
Students seeking an extension of more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date.
Assignments submitted late without approval of an extension will not be accepted or graded.
Students must keep a copy of their paper until the graded essay has been returned or marks have been posted.

Plagiarism is the presentation of the work, idea or creation of another person, without appropriate referencing as though it is one’s 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.
You must acknowledge the use of another person’s work or ideas. If texts or ideas are reproduced they are to be clearly acknowledged in one of the conventional ways, such as by use of quotation marks, indentation for longer passages and clear citation of the source. Failure to separate one’s own contribution from that of another constitutes plagiarism, which may result in course failure to University expulsion.

Course Overview: Access Course Overview