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: C5247 - Diploma of Community Development

Course Contact : Mandy Morrison

Course Contact Phone: +61 3 99254065

Course Contact Email:mandy.morrison@rmit.edu.au


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

None Required

Course Description

In this course you will explore 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

Element:

5. 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 negotiating 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
 

Element:

7. 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
 

Element:

1. 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
 

Element:

2. 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
 

Element:

3. 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
 

Element:

4. 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
 

Element:

6. 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
 


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

You will be involved in learning activities in 2 day long workshops which will include group discussions and group work activities based on workshop content. You will also be required to undertake independent studies. Reflection on your own work context is a significant aspect of this course and you will be given opportunities to discuss and think about your own practice.
 


Teaching Schedule

There are 18 full day worksops + 1 evening class scheduled for this program. This unit will be covered in Workshop  12 & 13
WorkshopDateWorkshop contentTitleUnit of competency & elements covered
 13 July 17th You will explore communication techniques and strategies essential for the application of higher level communication skills that underpin effective workplace operations Communication and Networking skills CHCCOM504B Develop, Implement and promote effective workplace communication, E 2,5,6,7
12July 16thYou will explore communication techniques and strategies essential for the application of higher level communication skills that underpin effective workplace operationsCommunication and Networking skillsCHCCOM504B Develop, Implement and promote effective workplace communication, E 1,3,4,


Learning Resources

Prescribed Texts

None Required


References


Other Resources

Preparatory reading material and/or youtube recordings will be made available prior to workshops (where relevant). Where the teacher has used a powerpoint presentation during the workshop, these resources and other learning activities and handouts will be made available to enroled students post the workshop via electronic methods.


Overview of Assessment

The assessment activities for this course require you to demonstrate your skills and knowledge in using effective interpersonal, written and oral communication skills in a workplace context, inclusive of a variety of communication techniques in application to arange of situational circumstances. Assessment is ongoing throughout the course and will include Case studies & Role plays assessed within the workshop. You will also be required to prepare and give a brief presentation about your roup/organisation to a group of fictional representives of commitee organisations


Assessment Tasks

Assessment for this course is based on 4 specific tasks, it is anticipated that you will complete the following  3 of these assessments during the workshops:

  1. Respond to scenario presented  in the workshop demonstrating skills and knowledge required to undertake formal and informal interviews with community members, giving feedback and responding to conflict. You will be required to provide peer assessment for this task
  2. Provide responses to a case study presented in the workshop which demonstrate ethical & respectful communication skills when working with community members, management, government departments and partner organisations
  3. Demonstrate your group facilitation skills through the forum of a fictional community group meeting. You will produce a set of meeting minutes, an agenda and a newsletter article
  4. Final presentation: Develop and present  material that promotes your organisation as part of your major project presentation


Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant Unit of Competency. These are available from the Program Coordinator.

This program 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