Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG5957C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C4328 - Certificate IV in Alcohol and Other Drugs

Course Contact : Xenia Girdler

Course Contact Phone: +61 3 9925 4660

Course Contact Email:xenia.girdler@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Chris Walters

9925 8268

chris.walters@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

Not applicable

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:

1. 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:

2. 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:

3. 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
 

Element:

4. 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:

5. 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
 

Learning Outcomes


On successful completion of this course, you will have developed and applied the skills and knowledge required to demonstrate your competency in the above elements.
 


Details of Learning Activities

An important part of the learning in this course is successful completion of practical placement.  You will also undertake 160 hours of practical placement where you will be required to demonstrate the competency required by this course.
 

The activities undertaken both in class and on placement will be: 

• reflective journals
• group projects
• peer learning
• guest lecture
• group discussion
• workshops
• teacher directed group activities/projects
• site visits (observations)
 


Teaching Schedule

An important part of the learning in this course is successful completion of practical placement. You will also undertake 160 hours of practical placement where you will be required to demonstrate the competency required by this course.
 

The placement component of your program will occur during the moths of June and July.  You will be supported in finding a placement applicable to AOD practise and you will also be support during your placement via regular teacher contact.


Learning Resources

Prescribed Texts


References


Other Resources

RMIT will provide you with resources and tools for learning in this course through our online systems and access to specialised facilities and relevant software.
The University Library provides extensive services, facilities and study space as well as comprehensive collections of books, periodicals and other course related materials, such as DVD’s, magazines, slides, films etc. Computer laboratories with access to a wide range of desktop publishing software are also available. The library also has an expanding virtual collection of electronic resources and networks, including product data, e-books, electronic journals and newspapers, web based tutorials, online reference and document delivery services etc., all of which are accessible on campus, and off campus 24 hours per day. More information on library resources and services can be found at: http://www.rmit.edu.au/library 
If you need additional support, visit RMIT’s Learning Lab, either in person or online: http://www.dlsweb.rmit.edu.au/lsu/ 
 


Overview of Assessment

The major tool used to assess this course is a third party report by a work-place supervisor during the your one hundred and sixty (160) hours of practical placement that will provide the learning opportunities necessary to develop the required skills, knowledge and attitude.


Assessment Tasks

  • Successful completion of one hundred and sixty  (160) hours of placement - included an interview conducted with you and your placement supervisor by an RMIT assessor. This interview will take place during the June-August placement block.
  • Completion of the specific assessment tasks within the Work Integrated Learning Manual


Assessment Matrix

An assessment matrix demonstrating alignment of assessment tasks with the relevant courses is available from the course contact person. 

This course is delivered in accordance with competency-based assessment, grades include:

CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did Not Submit for assessment

 

Other Information

Assessment Tasks Submission Cover Sheet
You must complete a submission cover sheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of the plagiarism implications.

Attendance
It is strongly advised that you attend all workshops in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

Feedback
You will receive verbal and written feedback by teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your competency. Information regarding student feedback can be found at: http://www.rmit.edu.au/browse;ID=9pp3ic9obks7

Student Progress
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. The Student progress policy can be found at:
http://www.rmit.edu.au/browse;ID=vj2g89cve4uj1

Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension. Information regarding application for special consideration can be found at: http://www.rmit.edu.au/browse;ID=g43abm17hc9w

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. For more information on this policy go to Academic Integrity Web site: http://www.rmit.edu.au/browse;ID=kw02ylsd8z3n
 

Course Overview: Access Course Overview