Course Title: Develop, implement and promote effective workplace communication

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: BUSM8716C

Course Title: Develop, implement and promote effective workplace communication

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5330 - Diploma of Community Services Work

Course Contact : Zaina Nehme

Course Contact Phone: +61 3 9925 4552

Course Contact

Name and Contact Details of All Other Relevant Staff

Jo Wallwork

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

Not applicable.

Course Description

This course describes the knowledge and skills required to apply higher level communication skills that underpin effective workplace operations. The high level communication skills described in this course 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.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM504B Develop, implement and promote effective workplace communication


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


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


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


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


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


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


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

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

All courses and learning activities will be supported and complemented by RMIT’s learning management tool "Blackboard". Other essential learning activities will take place during the workshops, and you will also be required to undertake independent studies. Some of the learning activities that you will undertake are:
• Class discussions
• Role play
• Questioning

Teaching Schedule

This course will be delivered over 9 full day sessions. The delivery schedule is below:

1 Basis for workplace communication-Organisational protocols
  • Introduction to course
  • Introduction to assessment tasks and processes
  • Establishing the learning environment – colleagues, networking opportunities, collaborative learning, classroom as workplace.
  • Communication protocols within organisation and between service providers – collaboration, client-communication, organisational policies and procedures.
  • Special communication needs and how to address them (within workplace)
  • Channels of communication within/between organisation/s
  • Conflict resolution – introduction – behaviour of self in conflict situations
  • Negotiation – models for this
2Presentations- representing the organisation effectively
  • Presentations
  • Elements of an effective presentation
• Sequencing material
• Clarity of presentation/material
• Timing of presentation
• Use of media
• Handling of questions
  • Strategies to answer questions effectively and respectfully
  • Adjusting presentations to meet audience needs – identifying different audience needs – Physical, Age-related, Disability, etc.
3Presentations- representing the organisation effectively - II 
  • Meetings
  • How to run a meeting and make it productive
  • Overview of the mechanics of a meeting – roles and products
  • Legal requirements of meetings
  • How to implement strategies to encourage everyone to participate – developing these skills
  • Providing feedback to individuals and groups – consider how this can be done effectively
  • Look at specific communication needs within group and strategies to manage these effectively.
4Conflict & conflict resolution within the workplace
  • Conflict – what it is and what it isn’t. PPT - Discussion & group work
  • Specific strategies to resolve conflict – look at different conflict resolution models. Steps to resolve conflict
  • Ask: what barriers could there be re communication within conflict situation? [look at issues & background to conflict]
  • Specific communication skills and process to address these barriers.
  • Case study activity
  • Develop conflict resolution process that considers these barriers (group activity)
  • What specific skills are required to effect conflict resolution? (look at particular and essential skills) – brainstorm (group)
  • How to develop and apply – active listening, reframing, providing feedback, negotiation, supporting exploration/clarification of issues (in conflict situation)
  • You can only resolve conflict within your own abilities/skills/ workrole.
  • How to recognise these boundaries. Discussion & scenario activity
  • What action to take if outside own scope – referrals for conflict resolution/external mediation – Look at processes for this

Assessment activity (assessment task 1)

  • Introduction – effective writing, look at context for workplace writing, ask – what does a good document look like? Assessment of different workplace documents (group activity) – what is appropriate/not appropriate language/why, why not
  • Presentation of examples – describe why effective/quality and then look at the mechanics of producing these (listed in Range statement for types of documentation relevant to CS worker)
  • Not everyone is a good writer – how to assess own skills and have strategies to overcome/deal with shortcomings. Brainstorm and list strategies.
  • Writing activity in class
  • Organisational guidelines for written documents – identify these (those particularly common to CS work – case notes, report writing, agendas, etc)
  • Purpose of document – think format and tone
  • Look at these in relation to particular (CS) documentation – eg. Case notes, agendas, reports. Work on mechanics for setting up these documents (Writing activity)
  • Student exchange work, edit, offer suggestions (as colleagues)
  • Discuss referencing and research protocols – (activity)
6 Conducting interviews
  • Look at the appropriate format for conducting interviews – place, timeframes, protocols (mutually agreed and adhered to)
  • Brainstorm – what are the specific skills to be a good interviewer
  • How to apply specific skills to ensure required information is accessed or message communicated – active listening, effective questioning, speaking, active/passive questions, non-verbal, etc.
  • Feedback – how to give feedback and advice reflecting current good practice- specific skills required
  • Conducting interviews with regard to individual differences, needs and rights
    • Identify what these could be
    • Strategies to address these in interview situations
    • Processes for grievances & complaints management & Counselling procedures – knowing how to apply these processes and procedures

Assessment activity (Assessment task 3)

7Review of course
  • Review of course
  • Complete assessment activity (conduct interviews)

Learning Resources

Prescribed Texts

None rquired


Other Resources

You will be provided with the resources and tools for learning in this course. These resources will also be available through Blackboard. You will also have access to the resources in the library.

Overview of Assessment

Assessment for this course is based on completing a short answer questions task about workplace communication, a class presentation on communication within a community services context, respond to a scenario on conflict resolution and participation in simulated interview.

Assessment Tasks

For this course you will be required to complete four assessment tasks, as describe below:

Assessment task 1: Short answer questions
The assessment activity will involve short answer questions relating to workplace communication processes (including conflict resolution processes and mentoring within the work place).

Assessment task 2: Class presentation
The assessment activity will involve a simulation presentation activity based on class work around preparing and presenting effective presentations within a community services context.

Assessment task 3: Case study scenario and project
Students will work on a case study scenario and complete project activities based on this scenario. This scenario will include conflict resolution processes and strategies, effective writing skills and group meeting protocols.

Assessment task 4: Conducting an interview (simulated activity)
Students will simulate interviews situations in small groups to demonstrate competency in conducting interviews.


Assessment Matrix

This course 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.

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 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