Course Title: Utilise specialist communication skills to build strong relationships

Part B: Course Detail

Teaching Period: Term1 2010

Course Code: HWSS5338C

Course Title: Utilise specialist communication skills to build strong relationships

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C6054 - Advanced Diploma of Disability Work

Course Contact : Mary Collins

Course Contact Phone: +61 3 99254598

Course Contact Email:mary.collins@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 50

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

Students are assumed to be experienced disability staff working in the disability or community services fields.

Course Description

This unit relates to the application of specialist workplace communication techniques to build and maintain strong relationships with colleagues and clients, based on respect and trust.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM3C Utilise specialist communication skills to build strong relationships

Element:

1.  Identify appropriate communication strategies to meet the needs of clients and colleagues and build strong relationships

2. Conduct effective communication with clients and staff

3. Contribute to the development of effective communication strategies

4.  Represent the organisation to a range of groups

5.  Apply specific communication techniques to assist in resolving conflict

6.  Implement mechanisms that facilitate group discussions  

Performance Criteria:

1.1 Specific communication needs of clients and colleagues are identified including:
1.1.1 Utilising techniques and aids
1.1.2 Translation and language interpreters
1.1.3 Cultural interpreters
1.1.4 Referral to specialists
1.2 Identify areas of mistrust or conflict that may require conflict resolution
1.3 Identify the need to include additional people including trusted friends, case workers, family members or adults

2.1 Selection from a range of appropriate communication strategies is made and employed to
2.1.1 Establish rapport
2.1.2 Exchange information
2.1.3 Facilitate resolution of issues
2.1.4 Defuse potentially difficult situations
2.2 Basic counselling skills are applied where appropriate to provide a brief intervention
2.3 Interviews are conducted according to established procedures
2.4 Feedback and advice is given in a way which reflects current identified good practice
2.5 Due regard to individual differences, needs and rights is shown in communicating with clients and colleagues
2.6 Referrals to other staff or specialist services are made as appropriate to ensure duty of care responsibilities are met in situations where break downs in communication occur
2.7 Enquiries are responded to in a manner that promotes achievement of mutual outcomes

Differences in views are respected and considered in a way that values and encourages the contributions of others

3.1 Strategies are implemented to check on the effectiveness of communication with clients and colleagues
3.2 Established channels of communication are reviewed regularly to ensure clients and co workers are informed of relevant information in a timely way
3.3 Coaching in effective communication is provided to colleagues and clients as required
3.4 Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met

4.1 When participating in internal and external forums, presentations are relevant, appropriately researched and presented in a manner to promote the organisation, and adjusted to meet audience needs
4.2 Written communication is consistent with organisational standards

5.1 Strategies are put in place to develop a trusting relationship that will enable facilitation of conflict resolution
5.2 Specific mediation processes are applied that enable individual issues to be identified and stories heard, and exploration and validation of the history of the conflict
5.3 Agreement is sought on processes to be followed to resolve conflict within scope of own abilities, skills and work role
5.4 Referral to conflict resolution and mediation is made as appropriate
5.5 Verbal communication skills are utilised to assist in resolving any conflict

6.1 Opportunities are provided to fully explore all relevant issues
6.2 Strategies which encourage all group members to participate equally are used routinely including seeking and acknowledging contributions from all members
6.3 Objectives and agendas for meetings and discussions are routinely set and followed
6.4 Relevant information is provided to groups as appropriate to facilitate outcomes
6.5 Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties
6.6 Strategies are implemented to ensure the specific communication needs of individuals within the group are identified and addressed

Learning Outcomes


Please refer to elements.


Details of Learning Activities

You will attend a program of workshops which will focus on key themes and issues and which will include guest presenters from the disability area and other industry areas.
The student cohort is comprised of experienced industry staff so the workshops are based on extending your knowledge and skills focussing on current work practices, industry initiatives and issues, legislative and policy changes and developments. Some in-class assessment tasks are included in workshops. 


Teaching Schedule

 workshop number  topics  
 1  Program introduction, student administration, RPL, workplace learning
 2

 Semester 1 Learning and Assessment Tasks - distribution and discussion

Systemic Advocacy -presentations and discussion

 3

 Library orientation

In-class task 2.1 - statistics and analysis
 4  Community services in Australia at a local, state and federal level.
 5  In-class assessment 2.2 -Student discussions on Advocacy Projects
 6  Disability worldwide - an international perspective
 7

 Counselling - principles and practices

In- class assesment 2.3 - Counselling, first contact and referrals
 8

 Cultural diversity in disability and community services work

In-class assessment 2.4 - networking and cultural perspectives
 9  Student Presentations - Advocacy Projects


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

Assessment will be through a mix of in-class tasks, workplace based projects and a workplace assessment. A workplace assessment appointment will be undertaken once per year with each student to allow students to present and discuss workplace evidence.  


Assessment Tasks

This unit is assessed by the following tasks:

1 - Professional communication. Students will be presented with a scenario. They will use their professional knowledge and skills to analyse the issues, research resources and linkages and then develop a response to the scenario.

2.2 Student discussions - students will each lead a discussion giving an overview of their Advocacy Project (L & A Task 3)

2.3 Counselling - first contact and referral. Students will consider a set of scenarios and the appropriate responses from a range of perspectives

2.4 Cultural perspectives - how culture and disability affect a person’s life and our service provision

3. Systems Advocacy Project - students will identify, explore and research a current issue in the disability or related fields. They will then develop an advocacy campaign to promote systemic change to address that issue.

You may be asked to provide supplementary evidence from your workplace to demonstrate competence.


Assessment tasks will be graded as follows:

Competency Achieved - CA

Not Yet Competent - NYC


Assessment Matrix

The Assessment Matrix will be distributed and discussed in class. The matrix is used to track the student’s progress to "Competency Achieved" through the full set of learning and assessment tasks each semester.

Other Information

The following 5 units are delivered as a cluster with a common workshop schedule. The learning and assessment tasks are designed to address the set of units.

CHCAD3A Undertake systems advocacy

CHCDIS11C Coordinate disability work

CHCNET3B Develop new networks

CHCORG20B Promote and represent the organisation

CHCCOM3C Utilise specialist communication skills to build strong relationships

Learning and Assessment tasks for cluster:

1 - Professional communication. Students will be presented with a scenario. They will use their professional knowledge and skills to analyse the issues, research resources and linkages and then develop a response to the scenario.

2.1 Statistics - analysis and, argument and advocacy. Students will access statistics profiling the incidence of disability in Australia. They will work in groups to analyse the data and identify trends, patterns and suggest future service needs in the system

2.2 Student discussions - students will each lead a discussion giving an overview of their Advocacy Project (L & A Task 3)

2.3 Counselling - first contact and referral. Students will consider a set of scenarios and the appropriate responses from a range of perspectives

2.4 Cultural perspectives - how culture and disability affect a person’s life and our service provision

3. Systems Advocacy Project - students will identify, explore and research a current issue in the disability or related fields. They will then develop an advocacy campaign to promote systemic change to address that issue.

Course Overview: Access Course Overview