Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: MKTG5984C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: Bundoora 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

Wayne Harrington

wayne.harrington@rmit.edu.au

 

9925 4230

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:

1.1Identify and use appropriate communication strategies to:
•establish rapport
•exchange information
•facilitate resolution of issues
•defuse potentially difficult situations
1.2Conduct interviews according to established procedures
1.3Give feedback and advice in a way which reflects current identified good practice
1.4Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues
1.5If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met
1.6Respond to enquiries in a manner that promotes achievement of mutual outcomes
1.7Respect and consider differences in views in a way that values and encourages the contributions of others
1.8Ensure communication represents the organisation effectively where appropriate

Element:

2. Contribute to the implementation of effective communication strategies

Performance Criteria:

2.1Implement strategies to check on the effectiveness of communication with clients and colleagues
2.2Facilitate access to interpretive and translation services as required
2.3Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way
2.4Provide coaching in effective communication to colleagues and clients as required
2.5Maintain 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:

3.1Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers
3.2Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues
3.3Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised
3.4Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role
3.5Make referral for conflict resolution and mediation as appropriate

 

Element:

4. Facilitate discussions

Performance Criteria:

4.1Provide opportunities to fully explore all relevant issues
4.2Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members
4.3Routinely contribute to and follow objectives and agendas for meetings and discussions
4.4Provide relevant information to groups as appropriate to facilitate outcomes
4.5Evaluate group communication strategies to promote ongoing participation of all parties
4.6Implement 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:

5.1Identify 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
5.2Identify areas of mistrust or conflict that may require resolution
5.3Identify 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 to understand the complex and interconnected nature of addiction and drug use and effective communication within this context. As a result, learning activities have been designed to be holistic and will complement and enhance your learning in other courses within the Certificate IV Alcohol and Other Drug Use over the year. Alongside workshops dealing specifically with communication you will also undertake 180 hours of practical placement where you will be required to demonstrate the competency required by this Unit (see performance criteria above).

• practical demonstrations
• reflective Journals
• practical placement
• group projects
• peer learning
• guest lecture
• group discussion
• workshops
• teacher directed group activities/projects
• site visits (observations)
 

There are also activities which take place outside the nominated class time. In first semester you will go on a number of field trips:
• Aradale Psychiatric Hospital in Ararat. This field trip will provide you with an understanding of the socio-political history of Victoria’s mental health service system and insight into the days of the large institutions.
• Dax Gallery - an art gallery which houses one of the largest displays of art work created by people with mental illness (including addiction). This exhibition provides you with further understanding of our recent treatment of people experiencing a range of complex care issues.
• The Neighbourhood Justice Centre - a specialist magistrates court for people experiencing a range of complex social and health issues.
 

In addition to these field trips, you will also undertake:
Standard Mental Health First Aid program. This fourteen (14) hour program will be delivered in the first three weeks of semester one. Completing the Mental Health First Aid program will provide you with basic skills and knowledge to assist people experiencing a range of mental health issues - including addiction.
• Two day Motivational Interviewing workshop
• Two day workshop exploring the impact of addiction and incarceration on the Aboriginal and Torres Strait Island population
• One day workshop undertaking a mental state exam
 


Teaching Schedule

Please note: While your teacher will cover all the material in this schedule, the weekly order is subject to change depending on class needs and availability of speakers and resources.
 

Session Content
1 A one day workshop introducing you to the principles of culturally sensitive practice
2 A one day introduction to working with people from the GLBTIQ community
3 - 6 14 hour Mental health First Aid course - providing you with knowledge and skills to build rapport and establish relationships with clients


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 suervisor during the your one hundred and eighty (180) hours of practical placement that will provide the learning opportunities necessary to develop the required skills, knowledge and attitude.


Assessment Tasks

Assessment tasks in this course are either formative or summative. Formative tasks provide the basis for ongoing feedback and can be considered essential building blocks for the more substantial summative assessment tasks. Summative assessment tasks in this course are graded.

Feedback throughout the course may be written, verbal or a combination of both

To demonstrate competency in this course you need to complete each one of the following pieces of assessment to a satisfactory standard.

  • Participation in the 14 hour mental health first aid course’s in-class activities (formative)
  • Participation in the VTPU and GLBTIQ workshops and involvement in the in-class case studies and other activities (formative)
  • Successful completion of one hundred & eighty  (180) 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.

Grades which apply to courses delivered in accordance with competency-based assessment (not graded).


CA Competency Achieved
NYC Not Yet Competent
DNS Did Not Submit for Assessment


Assessment Matrix

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

Other Information

Attendance
The major learning experience involves a combination of in-class exercises complimented by practical placement. It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

Feedback
You will receive feedback verbally for verbal presentations and written for written presentations by teachers on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your competency.
Student feedback at RMIT :
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. Student progress policy :
http://www.rmit.edu.au/browse;ID=vj2g89cve4uj1

Cover Sheet for Submissions
You must complete a submission cover sheet for every piece of submitted work. This signed sheet acknowledges that you are aware of the plagiarism implications.

Applying for Special Consideration
If you are seeking an extension of more than seven calendar days (from the original due date) you must lodge an Application for Special Consideration form, preferably prior to, but no later than two working days after the official due date. Late applications will only be accepted in exceptional circumstances. For information about Special Consideration and how to apply, see: http://www.rmit.edu.au/students/specialconsideration 

Penalties for Late Submission
If you have not been granted an extension or special consideration, late submission will be penalised as follows:
Assessment tasks submitted after the due date of submission shall receive a penalty of five per cent of the grades available for that assessment per day for each day late.
No assessment task shall be accepted more than three weeks after the due date without special consideration.

Assessment Appeals
If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include:

  • You believe an error has occurred in the calculation of the grade; or,
  • You believe the assessment did not comply with criteria published in the Course Guide; or,
  • You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred).

Full details of the procedure (including appeals procedure) can be located at this RMIT site: http://www.rmit.edu.au/policies/academic#assessment

Academic Integrity
Academic integrity means honesty and responsibility in scholarship through respecting the work of others whilst having the freedom to build new insights, new knowledge and ideas. RMIT University upholds the values of academic integrity as fundamental to the scholarship undertaken by all members of its community. Whenever you refer to another person’s research or ideas (either by directly quoting or paraphrasing them) you must acknowledge your source.
If you are even in doubt about how to properly cite a reference, consult your lecturer or the academic integrity website: http://www.rmit.edu.au/academicintegrity The RMIT library provides tools to assist with your referencing http://www.rmit.edu.au/library/info-trek/referencing 

Plagiarism and Collusion
Plagiarism and collusion constitute extremely serious academic misconduct, and are forms of cheating. You are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism is the presentation of the work, idea or creation of another person as though it is your 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. Plagiarism is not acceptable.
Examples of plagiarism include:

  • Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
  • Closely paraphrasing sentences, paragraphs, ideas or themes without proper citation;
  • Piecing together text from one or more sources and adding only linking sentences;
  • Copying or submitting whole or parts of computer files without acknowledging their source;
  • Copying designs or works of art and submitting them as your original work;
  • Copying a whole or any part of another student’s work; and
  • Submitting work as your own that someone else has done for you.

Enabling Plagiarism: the act of assisting or allowing another person to plagiarise or to copy your own work is also an offence.

For further information, please see the RMIT Plagiarism Policy – http://www.rmit.edu.au/browse;ID=sg4yfqzod48g1 – and the RMIT Student Discipline Statute and Regulations - http://www.rmit.edu.au/browse;ID=11jgnnjgg70y 

Plagiarism Software
The originality verification software Turnitin may be used in this course. For details, see: http://www.turnitin.com

Course Overview: Access Course Overview