Course Title: Utilise specialist communication skills to build strong relationships

Part B: Course Detail

Teaching Period: Term1 2011

Course Code: EMPL5363C

Course Title: Utilise specialist communication skills to build strong relationships

School: 155T Life & Physical Sciences

Campus: City Campus

Program: C6094 - Advanced Diploma of Remedial Massage (Myotherapy)

Course Contact : Priya Atkinson

Course Contact Phone: +61 3 9925 4212

Course Contact

Name and Contact Details of All Other Relevant Staff

Meghan Ambrens
phone: + 61 3 9925 4291

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

This course is delivered concurrently with the following units of competency:

HLTNUT601B     Apply Literature research Findings to Clinical Practice
HLTHIR505B      Provide leadership in promoting effective work practices within the health industry
CHCADMIN4B   Manage the organisation’s finances, accounts and resources
BSBINM601A     Manage knowledge and information

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.  Learners will be involved with both practical simulation and workplace-based delivery in the student Myotherapy Clinic as well as some face to face classes and online delivery.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM3C Utilise specialist communication skills to build strong relationships


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

Performance Criteria:

1.1 Specific communication needs of clients and colleagues are identified
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.    Conduct effective communication with clients and staff

Performance Criteria:

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
2.2 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


3.    Contribute to the development of effective communication strategies

Performance Criteria:

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.    Represent the organisation to a range of groups

Performance Criteria:

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.    Apply specific communication techniques to assist

Performance Criteria:

5.1 Strategies are put in place to develop a trusting relationship that will enable facilitation of conflict resolution in resolving conflict
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.    Implement mechanisms that facilitate group discussions

Performance Criteria:

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

Details of Learning Activities

Learning activities are conducted primarily online with scheduled face to face classes. Students can access materials via the Learning Hub. Students undertake a variety of learning activities such as workbook / manual based learning, assignments and journal entries.

Teaching Schedule

08/02/2011 Orientation weeks – scheduled activities (refer to timetable)
22/02/2011 Marketing (topics to cover): About Marketing; Your Marketing Plan; Advertising & Promotion
01/03/2011 About marketing
08/03/2011 Your marketing plan
15/03/2011 Promotion & Advertising
22/03/2011 Finance (topics to cover): Finance
29/03/2011 Financial planning & record keeping
05/04/2011 Human Resources (topics to cover): Recruiting staff; Selecting staff; Workplace relations; Managing performance
12/04/2011 Recruiting staff
03/05/2011 Selecting staff
09/05/2011 Workplace relations
17/05/2011 Managing performance
24/05/2011 Managing quality
31/05/2011 Job Interview Assessment

21/06/2011 No Classes - Finalising Results
26/06/2011 MID YEAR BREAK

12/07/2011 Introduction to Course

Business Planning (topics to cover): Developing a concept; Time management; Business plan; Business writing; Managing Information
19/07/2011 Developing a concept & time management
26/07/2011 Writing a business plan & business writing
02/08/2011 Managing information
09/08/2011 Guest Speakers Lecture
16/08/2011 Assessment review (Business Plan)
23/08/2011 Complete Assessment
06/09/2011 Business Communications (topics to cover): Basic business communication; Business communication; Building client relationships
13/09/2011 Basic business communication
20/09/2011 Business communication
27/09/2011 Building client relationships
04/10/2011 Business Networking (topics to cover): Presentation skills; Business networking
11/10/2011 Presentation skills
18/10/2011 Business networking
25/10/2011 Networking Event: RMIT Myotherapy Musculoskeletal Pathology Expo

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment of this unit centers around the learners participation in the Myotherapy Student Clinic.  The assessee must provide evidence of application of relevant essential knowledge as well as skills, and consistency of performance should be demonstrated over the required range of situations relevant to the particular workplace.
Learners may also be required to demonstrate competency through completion of a range of assessments including;  quizzes, practical demonstration, submission of learning and assessment guide and assignments. Achieving competency in each assessment is required to achieve competency for the unit.

Assessment Tasks

Please Note:

  • The pass mark for all assessments is 70%.
  • You will need to demonstrate competency in all of the following assessment tasks in order to achieve competency for this subject
  • Full details for each assessment are available on the learning hub

Assessment Task: Job Interview; Hiring a Myotherapist.

Due: May 31, 2011

Assessment Matrix

Course Overview: Access Course Overview