Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2022
Course Code: MKTG7971C
Course Title: Use communication to build relationships
School: 535T Social Care and Health
Campus: City Campus
Program: C4352 - Certificate IV in Youth Work
Course Contact: Dianne Mackay
Course Contact Phone: +61 (3) 9925 4454
Course Contact Email: dianne.mackay@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
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
None
Course Description
In this unit students will develop the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust. This unit applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing.
This unit is delivered with CHCDIV001 Work with diverse people and CHCDIV002 Promote Aboriginal and/or Torres Strait Islander cultural safety. It is assessed separately.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
CHCCOM002 Use communication to build relationships |
Element: |
1. Communicate with clients and co-workers |
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 |
Element: |
2. Address communication needs |
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 |
Element: |
3. Facilitate meetings |
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 withorganisation requirements 3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement |
Learning Outcomes
On successful completion of this course you will have developed the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
n-class (campus-based and online classroom) activities:
- teacher directed group activities/projects
- peer teaching
- group discussion
- class activities to review discussions/lectures
- role play activities
Out-of-class activities:
- independent project-based work online and other research
- independent study
Teaching Schedule
| WEEK | TOPIC | ||
| Week1 | Welcome, introductions. Developing communication skills and addressing communication needs. | ||
| Week 2 | Structure and function of communication. | ||
| Week 3 | Organisational policies and protocols in relation to working with clients, colleagues and stakeholders. | ||
| Week 4 | Supporting people with communication barriers. | ||
| Week 5 & 6 | Meeting Presentations. |
Learning Resources
Prescribed Texts
References
Other Resources
The University Library has extensive resources and provides subject specialist expertise, research advice, help with referencing and support through:
The learning Lab
www.rmit.edu.au/students/study-support/learning-lab
The Study Support Hub
https://www.rmit.edu.au/students/study-support/study-support-hub
English for uni workshops
https://www.rmit.edu.au/students/study-support/workshops/english-uni-workshops
Overview of Assessment
Assessment Task 1
Role Play and self reflection questions
Assessment Task 2
Case studies
Assessment Task 3
Online quiz
Assessment Task 4
Meeting presentation
Grades that apply to courses that are delivered and assessed in accordance with competency-based assessment are:
CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did not Submit for Assessment
A student charter http://www.rmit.edu.au/about/studentcharter summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies, procedures and instructions which are available for review online: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams
Assessment Tasks
Assessment Task 1
Role Play and self reflection questions- 2 part assessment. 1) Role Play-work in groups of 3 to conduct a role-play of resolving a difficult situation 2) required to answer a series of reflective questions based on own experiences on building relationships.
Assessment Task 2
Case studies- 2 scenarios with questions to answer.
Assessment Task 3
Online quiz- Required to answer questions which relate to workplace scenarios and requirements for use of communication to build relationships with diverse people in the community service sector.- this assessment is to be completed out of class time.
Assessment Task 4
Meeting presentation- 4 parts to this assessment. 1) Setting an agenda for all staff 2) Fellow student to take meeting minutes on template provided 3) Run meeting and talk through agenda items 4) Ask at least 3 students at the end of the meeting to complete feedback form.
Assessment Matrix
The assessment matrix is located in Canvas, at the end of each assessment task.
Other Information
Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters: rmit.edu.au/students
Course Overview: Access Course Overview