Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: MKTG5984C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: Bundoora Campus

Program: C6126 - Advanced Diploma of Disability

Course Contact : Bronwyn Tanti

Course Contact Phone: +61 3 9925 9079

Course Contact Email:bronwyn.tanti@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Contact: Mary Collins

Contact phone: +61 3 99254598

Contact email: mary.collins@rmit.edu.au

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

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

Course Description

In this course you will develop the knowledge and skills required to apply specific workpalce 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 communicators or who 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


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

In this course you will participate in workshop presentations, discussions and activities. The workshops will focus on the common themes of coordination and management of quality services for people with disabilities at individual and agency levels, advocacy, networking and communication in a time of change in the field, and work across the community and related sectors. There will be planned professional discussions with the teaching team undertaken in your workplace so that you can provide direct workplace evidence of your roles, responsibilities and work practices as they align with the requirements of the units and the program as a whole.
 


Teaching Schedule

 There will be ten workshops delivered in 2014. The following workshops will address this course:

Workshop number Topics
1 Program introduction - workshop schedule, assessment tasks and processes, study and work balance, workplace evidence
2 Coordination of disability work including service delivery, particular client groups, current legislative and policy frameworks
3 Coordination of disability work (cont.), scheduling and planning individual workplace appointments,
7 Systemic advocacy and representation – current issues in the field, program coordination, advocacy, negotiation and lobbying, communication strategies
10 2014 Units review - presentation of workplace research projects, evidence examples, identifying own professional development via 2014 study, and 2015 planning


Learning Resources

Prescribed Texts


References


Other Resources

During sessions you will be directed to relevant sources of current information. These will include your own workplace policy and practice documentation, federal, state and local government legislation and regulatory frameworks and websites, and websites for local, national and international organisations and universities.


Overview of Assessment

Assessment will be through a mix of in-class assessment, 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

There will be four assessment tasks for this course. These tasks will also provide evidence across the other courses to be delivered in 2014.

1. Research and report: You will undertake a guided research, reflection and discussion on disability service delivery coordination and management in a time of change with the introduction and review of the National Disability Insurance Scheme (NDIS). Issues such as funding changes, quality of service delivery, staff roles and responsibilities and increased individual service delivery are critical and you will be required to reflect on how you, your teams and your service sites deliver supports to clients and, where appropriate, their families and carers.

2. Short Answer questions: Client Assessment and Support Processes - you will respond to a set of questions on the individual client assessment and support processes undertaken through your service. This will include agency and worksite specific assessments and referral to specialist services such as allied health and health. The links between person centred planning and individual service planning will be important to consider. You are encouraged to refer to and submit examples of workplace policy and practice and documentation to support your responses.

3. Workplace assessment: your teacher/s will organise individual workplace appointments to occur in first and second semesters. These will be planned with you and the teacher in consultation. You will participate in planned targeted professional discussions and present workplace documentation and evidence on negotiated topics or in support of your other assessment task responses.

4. Workplace Project: Systemic Advocacy and Change - you will select a current issue in the disability or community sector. Working through a sequence of steps including identification and discussion of the origins of the issue, links to current policy and practice, research into the dimensions of the issue, solutions and strategies, and a "campaign" to advocate for change you will submit a written project, and deliver a presentation overview of your project.
 


Assessment Matrix

A detailed assessment matrix will be available from the course teacher/s

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.
Attendance
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.
Feedback
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: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. The Student progress policy can be found at:
http://www.rmit.edu.au/browse;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: http://www.rmit.edu.au/browse;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: http://www.rmit.edu.au/browse;ID=kw02ylsd8z3n
 

Course Overview: Access Course Overview