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: C4352 - 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
Dianne Mackay
9925 4454
Iren Citler
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
In this course you will develop 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: |
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 |
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 |
Element: |
Facilitate discussions |
Performance Criteria: |
4.1 Provide opportunities to fully explore all relevant issues |
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: |
Learning Outcomes
On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
The learning activities for this course will include the following activities:
- class discussion
- media clips
- group work
- written tasks
- role plays
Teaching Schedule
All students are encouraged to engage the class timetable.
The following information is the schedule of classes for this course:
Class 1
- Communicate effectively with clients and staff
- Contribute to the implementation of effective communication strategies
Class 2
- Use specific communication techniques to maintain interaction
Class 3
- Facilitate discussion
Class 4
- Identify communication strategies to build relationships with clients who are involuntary or present communication
Class 5
- Submission and review of Student Handbooks 1, 2, 3, 4, & 5 & Resumes
Class 6
- Review of Course: Challenges? What worked?
Learning Resources
Prescribed Texts
References
Other Resources
Additional resources will also be available ‘Blackboard’. A set of readings will be made available to you including journals and texts that may support you in the program.
Overview of Assessment
There are three assessment tasks for this course.
- Development on an Evidence Portfolio & Written Report
- Your Workplace Observation Checklist
- Your Supervisor Questions.
These are to be based on one placement.
Assessment Tasks
Evidence Portfolio & Written Report
- Students are required to compile a ‘portfolio of evidence. This portfolio shows actual proof of demonstration within the roles and responsibilities undertaken in placement(s).
- Students are required to write a 500 word report supporting the evidence provided whilst on placement
Workplace Observation Checklist
Demonstrate how you:
- Provide evidence that all communication with clients and colleagues is appropriate to individual needs and the situation, and promotes achievement of organisational objectives.
- Use strategies to meet particular communication needs/difficulties
- Address individual issues in a timely way and in a manner that maintains the integrity of the individual
- Apply a full range of communication techniques including:- Reflective and active listening, respectful responding, empathy, feedback and rapport
- Addressing communication barriers through application of a range of strategies
- Recognition of nonverbal triggers
- Clarification of boundaries of work role.
- • Provide referrals to conflict resolution and mediation.
- Apply oral communication skills required to fulfil job roles as specified by the organisation/service including:
- - Skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary
- Service/organisation may require competence in English or community language, depending on client group.
Assessment Matrix
The assessment matrix demonstrates alignment of assessment tasks with the relevant course. These are available from the Program Co-ordinator.
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
Course Overview: Access Course Overview