Course Title: Develop, implement and promote effective workplace communication

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: HWSS5431C

Course Title: Develop, implement and promote effective workplace communication

School: 365T Global Studies, Soc Sci & Plng

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

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

There are no pre or co-requisites for this course.

Course Description

This unit describes 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:

CHCCOM504A Develop, implement and promote effective workplace communication


Conduct interviews

Performance Criteria:

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


Contribute to the development of effective communication strategies

Performance Criteria:

1.1 Develop, promote, implement and review strategies for internal and external dissemination of information as required to maximise individual and organisation effectiveness
1.2 In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace
1.3 Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way
1.4 Provide coaching in effective communication to staff as required
1.5 Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation
1.6 Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes
1.7 Maintain relevant work-related networks and relationships to meet client needs and organisation objectives
1.8 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:

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


Facilitate work group interaction

Performance Criteria:

4.1 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
4.2 Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action
4.3 Provide feedback in a supportive manner appropriate to individuals and the group


Produce quality written materials

Performance Criteria:

6.1 Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document
6.2 Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose
6.3 Prepare and provide appropriate and timely advice to management and clients as required
6.4 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:

2.1 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
2.2 Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs
2.3 Respond to questions from the audience in a manner consistent with organisation standards
2.4 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:

5.1 Use strategies to facilitate conflict resolution
5.2 Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict
5.3 Use effective skills in listening, reframing providing feedback and negotiation to support exploration and clarification of issues
5.4 Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role
5.5 Make referral for conflict resolution and mediation as appropriate

Learning Outcomes

Undertaking this course will provide you with high level communication skills which may be applied across a range of workplace contexts involving development, application and evaluation of communication strategies to effectively address identified client needs and promote the organisation

Details of Learning Activities

Classes are scheduled on the last Friday of every month throughout the year. Students will be given readings in preparation for each workshop. Led by industry leaders, these workshops take students through a variety of in-class tasks and scenarios with the intention of extending their current working knowledge of Youth Work practice. The work undertaken in class is invaluable for the assessment tasks.
It is expected that time spent out of the classroom will be dedicated to completing the various assessment tasks listed below.
Students will be expected to make use of the Learning Hub as part of their on-line studies which are part of the course.

Teaching Schedule

Students meet the last Friday of every month to undertake a workshop which will focus on each of the competencies.
An RPL process is undertaken with each student within the first 6 weeks of the course.
After each workshop students will be given an underpinning knowledge question to complete for the following workshop. The other assessments are completed throughout the year.

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment in this unit enables participants to gain skills and knowledge that are directly applicable to their workplace while being encouraged to share current work practices. Assessment tasks involve team and individual projects and written assessment including questions and case studies. Based on your individual learning plan, you will be offered a number of learning strategies including workshop attendance, project work development and workplace support to your assessment needs for this program.

Assessment Tasks

Students will be involved in a variety of assessment tasks throughout the course, including:
• Simulations
• A major project brief
• A final project report
• Underpinning knowledge questions and answers (one per month)
• A research essay
• An evidence portfolio
• Workshop participation.

Assessment Matrix

Course Overview: Access Course Overview