Course Title: Develop, implement and promote effective workplace communication

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: BUSM8716C

Course Title: Develop, implement and promote effective workplace communication

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5244 - Diploma of Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +61 3 9925 4115

Course Contact

Name and Contact Details of All Other Relevant Staff

Anne Fitzpatrick

Nominal Hours: 80

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

To gain entry into CHC51408 Diploma of Youth Work candidates must:

Be recognised, as competent through a recognised training package or recognition process, against the following compulsory units of CHC41808 Certificate IV in Youth Work:

CHCCOM403A Utilise targeted communication skills to build relationships
CHCCS400C Work within a relevant legal and ethical framework
CHCCS422B Respond holistically to client issues and refer appropriately
CHCYTH401B Engage respectfully with young people
CHCYTH402C Work effectively with young people in a youth work context
HLTHIR403C Work effectively with culturally diverse clients & co-workers
HLTWHS300A Contribute to WHS processes

Have suitable relevant youth sector experience and knowledge to indicate likely success at this level of qualification in a job role involving:

The application of knowledge with depth in some areas and demonstration of a broad range of technical and other skills
A wide range of tasks and skills in a variety of contexts, with a complexity in the range and choices of actions required
The exercise of discretionary judgement and decision making under general guidance.

Course Description

This course is part of the Diploma of Youth Work.  Designed for those working in the sector already, this particular course will help students consolidate the knowledge and skills required to apply higher level communication skills that underpin effective workplace operations

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM504B Develop, implement and promote effective workplace communication


Conduct interviews

Performance Criteria:

1  In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
2  Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated
3  Give feedback and advice in a way which reflects current identified good practice
4  Conduct interviews and formal discussions with due regard to individual differences, needs and rights
5  Use appropriate complaints management, grievance and counselling procedures to deal with serious problems


Contribute to the development of effective communication strategies

Performance Criteria:

1  Develop, promote, implement and review strategies for internal and external dissemination of information, as required, to maximise individual and organisation effectiveness
2  In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace
3  Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way
4  Provide coaching in effective communication to staff as required
5  Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation
6  Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes
7  Maintain relevant work-related networks and relationships to meet client needs and organisation objectives
8  Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives


Facilitate group discussions

Performance Criteria:

1  Define and implement mechanisms that enhance effective group interactions
2  Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members
3  Routinely set and follow objectives and agendas for meetings and discussions
4  Provide relevant information to groups as appropriate to facilitate outcomes
5  Evaluate group communication strategies to promote ongoing participation of all parties
6  Identify and address the specific communication needs of individuals


Facilitate work group interaction

Performance Criteria:

1  When conducting meetings, clarify purpose, agree procedures, negotiate roles and responsibilities, adhere to agreed timeframes and maintain equality of participation and input by group members
2  Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action
3  Provide feedback in a supportive manner appropriate to individuals and the group


Produce quality written materials

Performance Criteria:

1  Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document
2  Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose
3  Prepare and provide appropriate and timely advice to management and clients as required
4  Where individual skill levels do not match workplace requirements, take appropriate remedial action, including seeking assistance and additional training


Represent the organisation to a range of groups

Performance Criteria:

1  Present relevant, appropriately researched material in internal and external forums, in a manner that promotes the organisation and is adjusted as required to meet audience needs
2  Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs
3  Respond to questions from the audience in a manner consistent with organisation standards
4  Respect and consider differences in views in a way that values and encourages contributions of others


Use specific communication techniques to assist in resolving conflict

Performance Criteria:

1  Use strategies to facilitate conflict resolution 
2  Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict
3  Use effective skills in listening, reframing, providing feedback and negotiating to support exploration and clarification of issues
4  Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role
5  Make referral for conflict resolution and mediation as appropriate

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

The learning activities that you will undertake are:
• Class discussions – these will cover various aspects of communication in the work place, as well as various approaches to situations that you might face in the workplace.
• Questions and answers – relating to various aspects of communication in the work place, these will also focus on various approaches you might employ in various situations in the workplace.
• Group discussions - relating to communication in the workplace.
• Analysis/critique of relevant reading material given out both prior and during the class.

Teaching Schedule

This course will be delivered in a workshop in March, simultaneously with:
• CHCCS513C Maintain an effective community sector work environment
• CHCNET404B Facilitate links with other services.

Learning Resources

Prescribed Texts


Other Resources

Other resources will include
• Readings provided by the teacher covering current issues in the work place.
• Learning Hub.


Overview of Assessment

Assessment for the Diploma of Youth work consists of:

  • An evidence matrix
  • Knowledge quesitons
  • Simulations
  • Research paper
  • Project brief
  • Project evaluation

Assessment Tasks

The assessment tasks for this course are as follows:

UNDERPINNING KNOWLEDGE QUESTION: To research a range of materials and address the set questions by discussing with peers and documenting conclusions drawn. Discussion and reflection to be focused on how Youth Work concepts and principles covered in the readings and workshops apply in the context of developing and supporting a community of practice.
RESEARCH PAPER: As part of this assessment task you will be required to read the policy framework “Positive pathways for Victoria’s vulnerable young people” (located on USB) and reflect on the implications of this framework on your current work practice.
EVIDENCE PORTFOLIO: A compilation of evidence examples of the students roles and responsibilities within the youth work program and of work undertaken within their own community/organization
THIRD PARTY REPORT: A report by an individual who has been involved, but not a principle player, in the process being addressed.


Assessment Matrix

This program in delivered in accordance with competency-based assessment. The grades are as follows:

  • 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.

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.

You will receive verbal and written feedback by the 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:;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:;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:;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:;ID=kw02ylsd8z3n

Course Overview: Access Course Overview