Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: MKTG7229C

Course Title: Use targeted communication skills to build relationships

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C4262 - Certificate IV in Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +(61 3) 9925 4115

Course Contact Email:jennifer.brooker@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 75

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

There are no pre-requisite courses.

Course Description

This unit 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:

.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


By completing this unit you will achieve abd demonstrate competence in the following elements:

  1. Communicate effectively with clients and staff
  2. Contribute to the implementation of effective communication strategies
  3. Use specific communication techniques to maintain constructive interaction
  4. Facilitate discussions
  5. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges


Details of Learning Activities

Classes are held throughout semesters one and two.  The skills learnt throughout the unit can be applied to target specific communication issues and may be applied across a range of  workplace contexts involving the application of a range of communciation strategies to address specific needs and isses, working with various levels of social and cultual diversity.

Students will pariticpate in numerous class discussions and activities (e.g. written, group, oral presentations, etc.) on a weekly basis which will look at the various types of communication (e.g. verbal and non-verbal) and how to apply that appropriately in the workplace.


Teaching Schedule

Asssessments will be due throughout both semesters.  Some are undertaken during class time and others outside of the allocated teaching time. 


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

This course is assessed using a combination of both parctical and theoretically based tasks


Assessment Tasks

Students will pariticpate in numerous class discussions and activities (e.g. written/ oral presentations, group/individual, etc.) on a regualr basis which will be count towards their assesment.

As part of their placement component for this unit, students will be involved in a professional conversation conducted between the RMIT University Assessor and their work place supervisor during the July placment block.  They will be assessed on their ability to build and maintain effective and approrpiate relationships with clients and co-workers.


Assessment Matrix

Course Overview: Access Course Overview