Course Title: Utilise specialist communication skills to build strong relationships

Part B: Course Detail

Teaching Period: Term2 2013

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 : Jeremy Sager

Course Contact Phone: +61 3 9925 4294

Course Contact

Name and Contact Details of All Other Relevant Staff 9925 4846 9925 8382

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:
HLTHIR505B      Provide leadership in promoting effective work practices within the health industry
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. 

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 including: ; Utilising techniques and aids; Translation and language interpreters; Cultural interpreters; 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
2.2 Establish rapport
2.3 Exchange information
2.4 Facilitate resolution of issues
2.5 Defuse potentially difficult situations
2.6 Basic counselling skills are applied where appropriate to provide a brief intervention
2.7 Interviews are conducted according to established procedures
2.8 Feedback and advice is given in a way which reflects current identified good practice
2.9 Due regard to individual differences, needs and rights is shown in communicating with clients and colleagues
2.10 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
2.11 Enquiries are responded to in a manner that promotes achievement of mutual outcomes            2.12 Differences in views are respected and considered in a way that values and encourages the contributions of others


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
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 will include observations, questioning , online delivery ,group discussion  in the classroom and online activity based learning.


Teaching Schedule

Classes will be conducted  on Tuesdays throughout Semester 1 and 2

Semester 1 class starts week 1 (February 12) to week 15 (May 29)

Semester 2 class startsweek 1 (July 10) - week 16 October 30)

For further detail, please refer to the course learner schedule on the RMIT Blackboard.

Learning Resources

Prescribed Texts


Other Resources

All learning resources are available through the RMIT Blackboard LMS.

Overview of Assessment

Assessment for this course forms part of the Advanced Diploma Remedial Massage (Myotherapy).
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic.
Assessment is typically based around written and/or online tests, assignments, reflective journals, evidence portfolio’s, logbooks and/or practical demonstrations.
Competency based training requires the student to be in attendance in order for assessment to be undertaken.
Assessment is undertaken through successful completion of all assessment activities and classroom, project & industry participation.
Assessments are spaced across the duration of the course, in order for your teacher to provide you with progressive feedback.
Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.
If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.
An RMIT assessment charter ( ) summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced in a single document, the Assessment policies and procedures manual (;ID=ln1kd66y87rc).

Assessment Tasks


1. Assessment Task One: Business Plan Due: August 24, 2012
2. Assessment Task Two: Job Interview Due: September 18, 2012
3. Assessment Task Three: Reflective Journal Due: October 23, 2012
4. Assessment Task 4: Networking; Elevator Pitch Due: October 23, 2012

• 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.

Assessment Matrix

Assessment Task



Unit of Competency Assessment 1 Assessment 2 Assessment 3 Assessment 4
HLTHIR505B X      
BSBINM601A   X    

Course Overview: Access Course Overview