Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG7945C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: Alice Springs 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 Email:xenia.girdler@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Chris Walters

chris.walters@rmit.edu.au

9925 8268 (03)

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

None

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

Element:

1.Communicate effectively with clients and staff

Performance Criteria:

1.1 Identify and use appropriate communication strategies to:
• establish rapport
• exchange information
• facilitate resolution of issues
• defuse potentially difficult situations
1.2 Conduct interviews according to established procedures
1.3 Give feedback and advice in a way which reflects current identified good practice
1.4 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues
1.5 If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met
1.6 Respond to enquiries in a manner that promotes achievement of mutual outcomes
1.7 Respect and consider differences in views in a way that values and encourages the contributions of others
1.8 Ensure communication represents the organisation effectively where appropriate
 

Element:

2.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
2.2 Facilitate access to interpretive and translation services as required
2.3 Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way
2.4 Provide coaching in effective communication to colleagues and clients as required
2.5 Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met
 

Element:

3.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
3.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues
3.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised
3.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role
3.5 Make referral for conflict resolution and mediation as appropriate
 

Element:

4.Facilitate discussions

Performance Criteria:

4.1 Provide opportunities to fully explore all relevant issues
4.2 Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members
4.3 Routinely contribute to and follow objectives and agendas for meetings and discussions
4.4 Provide relevant information to groups as appropriate to facilitate outcomes
4.5 Evaluate group communication strategies to promote ongoing participation of all parties
4.6 Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed
 

Element:

5.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:
• closed or unreceptive attitudes
• mistrust or misunderstanding of people, organisations, systems and/or processes
• emotional states, such as fear, anger and frustration
5.2 Identify areas of mistrust or conflict that may require resolution
5.3 Identify 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 -
  • small-group peer review exercises
  • simulated role plays

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. Areas  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. The learning activities are also designed to support the practice theme which this course is clustered within  - Effective Client Engagement.

 


Teaching Schedule

A complete workshop schedule will be given to you at your first class. However you can expect workshops over the year to look specifically at the following:

Indicatve Workshop Outline:

workshop 1-3Introduction and exploration of the underlying principles which support effective communication within the sector
workshop 4-6

 

 Implementation of strategies and specific communication techniques

workshop 7-9

Exploration of the range of service options to facilitate discussion and strengthen therapeutic relationships

 


Learning Resources

Prescribed Texts


References


Other Resources

Learning resources such as course reading and course references will be provided to all students via their program teachers, on USB and 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


This course is assessed pas part of the Effective Client Engagement practice theme. There are two tasks:

 

1: Case study 

Throughout the duration of the Diploma, you will be working with a case study client who presents with a variety of complex care needs. At each phase, you are required to engage in an intensive peer review and reflective practice session based on your case management with the client. This is documented and provides an opportunity to give and receive feedback on identified opportunities for improved practice.
To be marked as competent in this course you must successfully complete Case Study PART 1:

  • 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

2: Participate in an observed role play based on initial client engagement  



 


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: http://www.rmit.edu.au/browse;ID=kw02ylsd8z3n

Attendance
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.

Feedback
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: 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.
Student progress policy: http://www.rmit.edu.au/browse;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: http://www.rmit.edu.au/browse;ID=qkssnx1c5r0y

Course Overview: Access Course Overview