Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: MKTG5957C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5318 - Diploma of Community Services (Alcohol, other drugs and mental health)

Course Contact : Xenia Girdler

Course Contact Phone: +61 3 9925 4660

Course Contact

Name and Contact Details of All Other Relevant Staff

Iren Citler
9925 4914

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


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


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


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


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


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


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

By completing this course you will achieve the learning outcomes as identified by the above mentioned elements.

You will learn to communicate effectively, use communication techniques to facilitate discussion and build relationships with clients.

Details of Learning Activities

The course is made up of a mixture of: workshops facilitated by leading industry experts, small group assignments and work-based reflections and assessments which encourage experiential learning. This range of learning and assessment methods is a deliberate attempt to harness and utilise your diverse skill base and current capacity to work in the sector. Guest facilitators and speakers will be brought in from a wide range of disciplines and service areas to enhance your learning. Areas to be covered will include: clinical and non-clinical assessment and management, culturally sensitive practice, counselling and support, forensic services and pharmacotherapy. There will also be opportunities for you to share your knowledge and expertise via small group work and larger group presentations. Trainers and facilitators will be required to draw on the wide-ranging skills and expertise of the leaner group – thus ensuring material is relevant and meaningful.

Teaching Schedule

You will be provided with a comprehensive workshop schedule at your first class.

Learning Resources

Prescribed Texts


Other Resources

Learning resources such as course reading and course references will be provided to all students via their program folders and also placed within the blackboard site as required.

Overview of Assessment

You will be assessed on your skills to implement a complex case management plan with an integrated and multi-staged case study. You will be required to undertake a variety of tasks throughout each stage specifically designed to provide you with an opportunity to demonstrate your competency working with clients presenting with multiple and complex needs. This will enable you to develop and build your effective communication techniques.
You will also be required to engage in a reflective peer supervision/review process throughout the year. This will be documented by your teachers and assessors and will also enable you to demonstrate your ability to communicate effectively within the context of complex care.
 This course will be assessed via a number of class based and work-integrated tasks. To be deemed competent in this course you will be required to demonstrate your skills knowledge and attitude through a five staged case study. Each stage will require you to complete a number of activities and present work to be reviewed by your peers and teachers/assessors. In addition to the written work submitted you will be required to present aspects of your work to the class and undertake simulated in-class role plays.

Assessment Tasks

There are three major assessment tasks which meet the critical aspects of the nineteen (19) units of competency which make up the Diploma of Community Services. All assessments within this course are designed to complement learner’s work within the community services sector.

For Semester 1 2014 you will not be required to submit any of the outlined assessment tasks however you will be introduced to and commence work on the assessment tasks and be guided throughout the workshops on expectations and progress you need to be making in order to achieve competency in Semester 2 2014.

Case Study:
In workshop one you will be introduced to your own case study which is reflective of the current client and family groups you work with. In workshop two you will be placed into small learning groups and commence to case manage the client via your Case Study. The journey you take with this client will become part of a major assessment task as groups develop assessment tools and case plans to meet the ever-changing needs of their client.

To be marked as competent in this assessment task you must:

Demonstrate high-level judgement and autonomy required to effectively work with people with complex and/or multiple issues
Select and apply assessment tools appropriately
Identify and manage risk (including self harm and suicide)
Provide opportunities for meaningful consumer and carer engagement
Make whole life assessments
Work within a recovery focused framework
Apply relevant monitoring and review techniques

Assessment Tool:
In your working groups you will be required to develop an assessment tool which will provide the information required to develop an effective treatment/recovery plan for your case study client. This assessment tool needs to be able to provide a clear understanding of your case study’s current situation and support requirements. In developing this tool it is important you consider the tools currently in use, what information you will require and provide evidence to support your use of the tool.

To be marked as competent in this assessment task you must:

Demonstrate high-level judgement and autonomy required to effectively work with people with complex and/or multiple issues
Select and apply assessment tools appropriately
Identify and manage risk (including self harm and suicide)
Provide opportunities for meaningful; consumer and carer engagement
Make whole life assessments
Work within a recovery focused framework
Apply relevant monitoring and review techniques

Self and Supervisor Assessments:
You and your work-place supervisors will assess your skills, knowledge and attitude against the critical aspects of the nineteen (19) units making up this qualification. It is anticipated this assessment will form the basis of your professional supervision and reflective practice thus embedding your learning within existing work practice.

Health Promotion Campaign:
You are required to develop a health promotion campaign on a topic relevant to Dual Diagnosis and targeted to a community of your choosing. This campaign must be reflective of an identified need – through research and evidence. It may be undertaken in a group or individually. The campaign does not need to be undertaken – simply designed. An evaluation process must also be considered and included as part of the overall design.

To be marked as competent in this assessment task you must demonstrate your knowledge of:

Community attitudes toward mental health and AOD issues
The impact of stigma
The importance of health promotion and prevention
Feedback mechanisms
A range of promotional resources
And their ability to:
Engage community members in prevention and promotional activities
Match strategies to target audience
Budget development and management
Time management

Assessment Matrix

This program in delivered in accordance with competency-based assessment, grades include:

CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did Not Submit for assessment

Other Information

Cover sheet for Submissions
You must include a completed submission coversheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of the plagiarism implications.

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy.
Academic Integrity:;ID=kw02ylsd8z3n

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.

You will receive verbal and written feedback on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your projects.
Student feedback at RMIT:;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:;ID=vj2g89cve4uj1

Special consideration policy (late submissions)
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.
Special consideration, appeals and discipline:;ID=qkssnx1c5r0y

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy go to Academic Integrity:;ID=kw02ylsd8z3n

Course Overview: Access Course Overview