Course Title: Use communication to build relationships

National Element Code & Title:

CHCCOM002 Use communication to build relationships

Performance Criteria:

1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues

1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

1.3 Represent the organisation appropriately and in accordance with communication policies and protocols

1.4 Provide information to clients and service providers in accordance with communication policies and protocols

Performance Criteria:

2.1 Recognise and support communication needs of clients, colleagues and external networks

2.2 Facilitate access to interpreter and translation services as required

2.3 Identify and address problems and communication barriers

2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks

Performance Criteria:

3.1 Develop an agenda and list of invited participants in consultation with appropriate people

3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

3.3 Contribute to and follow objectives and agendas for meeting

3.4 Provide opportunities to fully explore all relevant issues and provide relevant information

3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

3.7 Facilitate the resolution of conflict between participants

3.8 Minute or record meeting in accordance with organisation requirements

3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement

Class

Teacher

Topic

Content

Elements of Competency

Resources

Assessment Due Dates

2

Structure and function of communication

• Professional communication types
• Newsletters
• Letters
• Web
• Email
• Social media
• Intranet
• Phone calls
• Meetings
• Podcasts
• Broadcasts
• Appointments
• Body language
• Behaviours
• Active listening
• Written
• Verbal
• Non verbal

CHCCOM002 1.1, 1.2, 1.3, 2.1, 3.6

4

Introduction to Group Work

• Youth work context: when will you work with groups?
• Characteristics of different group situations
• Types of groups
• Geographic
• Cultural
• Age related
• Special interest eg: LGBTIQ or Comic books
• Self forming groups and artificially formed groups
• Establishing group needs
• Establishing group roles
• Personal vs community need
• Introduction to managing group dynamics

CHCCOM002 1.1, 1.2, 1.4, 2.1, 2.3, 3.4, 3.5, 3.6, 3.8

6

Respect and rights

• Convention on the rights of the child
• Information sharing
• Privacy and confidentiality
• Duty of care
• Rapport building
• Mandatory reporting
• Person centred
• Human rights

CHCCOM002 1.1, 1.2, 1.3, 1.4, 2.1, 2.2, 2.3, 2.4, 2.5, 3.5,

8

Conflict resolution

• Common reasons for conflict in Youth Work with colleagues, clients and service providers
• Resolving conflict between clients
• Resolving conflict between colleagues
• Seeking feedback – ways of seeking feedback
• Receiving and acting on feedback.
• Conflict resolution in the group setting
• Resolving the conflict between personal needs and community needs
• Using group agreement to prevent and resolve conflict

CHCCOM002 1.1, 1.2, 1.3, 1.4, 2.2, 2.2, 2.3, 2.4, 2.5, 3.6, 3.7, 3.9.

10

Identifying the needs of a group or community

• Review available information and identify the needs of the group
• Generate ideas for activities that respond to identified needs
• Gather, analyse and prioritise group needs
• Negotiate group needs allowing for all voices to be heard
• Design strategies to ensure all voices are heard and needs are met
• Research community priorities

CHCCOM002 1.1, 1.4, 2.1, 2.2, 2.3, 3.4, 3.6,

12

Collaboration for effective communication, community development and group work

• Benefits of collaboration, particularly in resource poor environments
• Developing and maintaining positive stakeholder and partner relationships.
• Creating and maintaining Memorandums of Understanding and other formal partnership documents.
• Decision making and responsibilities within collaborative and partnership relationships

CHCCOM002 1.1, 1.2, 1.3, 1.4, 2.1, 2.3, 2.4, 2.5, 3.2, 3.3, 3.4, 3.5, 3.6, 3.7, 3.8, 3.9

14

Evaluation

• Seek and respond to feedback
• Review and modify work practices based on feedback
• Evaluate meeting and event processes
• Build evaluation into work practice
• Involve clients and partners in evaluation

CHCCOM002 1.2, 1.3, 2.5, 3.9

16

• Explain the extent of the Major Assessment Task 4
• Form groups according to teacher preferences (random, student led, choose one partner and join another two groups). Groups must be minimum 5 participants.
• Explain that students will be conducting a REAL event/activity on RMIT grounds during May.
• They are to choose a topic/issue of interest to the group (some examples provided) and plan an activity that seeks to address this topic/issue.
• They will need to conduct FORMAL meetings with agendas and minutes that need to be submitted to demonstrate their understanding of formal meeting and planning processes.

18

Activity Planning and Meeting 1

CHCCOM002: 3.1, 3.2, 3.3, 3.8, 3.9

20

Activity Planning and Meeting 2

• Group Activity must have been decided by the end of today.

CHCCOM002: 3.1, 3.2, 3.3, 3.8, 3.9

22

Activity Planning, Implementation and Meeting 3

CHCCOM002: 3.1, 3.2, 3.3, 3.8, 3.9

24

Activity Planning, Implementation and Meeting 4

• Ensure PART A of your project plan has been completed and submitted by FRIDAY 18th MAY
• PART A must be submitted BEFORE your planned activity date.

CHCCOM002: 3.1, 3.2, 3.3, 3.8, 3.9

Assessment Task 4

26

Activity Evaluation

28

Final Wrap Up