Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2023
Course Code: MKTG7971C
Course Title: Use communication to build relationships
Important Information:
Please note that this course may have compulsory in-person attendance requirements for some teaching activities.
To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.
Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.
Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus
Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.
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 with organisation 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.
Communicate with clients and co-workers
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
2. Address communication needs
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
3. Facilitate meetings
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
Details of Learning Activities
This course will be a blended delivery with face to face on campus sessions and online via Canvas/Collaborate Ultra sessions
In-class (campus-based and online classroom) activities:
- teacher directed group activities/projects
- group discussion
- class activities to review discussions/lectures
- role play activities
Out-of-class activities:
- independent assessment -based work, research
- independent study
- Assessment based Group work
Teaching Schedule
Week |
Topic |
Assessment Due |
Introduction to unit and assessment tasks (4) Appropriate communication techniques for clients and colleagues
|
||
Week 2 |
Communication barriers – identifying and addressing factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings. |
AT1 Self reflection & Role play |
Week 3 |
Digital media and use in community services and health sector |
AT2 Case studies |
Week 4 |
Facilitating effective meetings |
AT3 Online Quiz AT4 Meeting Presentation |
Week 5 |
Meeting Presentation
Assessing AT4 |
|
Week 6 |
Meeting Presentation Assessing AT4 |
|
Week 7 |
Review and completion of assessments |
Learning Resources
Prescribed Texts
References
Other Resources
The University Library has extensive resources and provides subject specialist expertise, research advice, help with referencing
Library - RMIT University
The Study Support Hub
One-on-one consultations - RMIT University
Overview of Assessment
This course is assessed in accordance with competency-based assessment.
To demonstrate competency in this course you will need to complete the following assessment tasks to a satisfactory standard. You will receive feedback from the teacher when you have completed the assessment tasks.
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
You will be given two (2) attempts for each assessment to demonstrate the required skills. A third (3rd) attempt can only be offered after discussions between teacher and the Program Coordinator and is not automatic. Resubmissions beyond two (2) attempts are at the discretion of the teacher and/or coordinator.
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 Equitable Learning Services if you would like to find out more (https://www.rmit.edu.au/students/support-and-facilities/student-support/equitable-learning-services) 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
Assessment Task 2
Case studies
Assessment Task 3
Online quiz
Assessment Task 4
Meeting presentation
Assessment Matrix
Available on Canvas
Other Information
Please refer to the RMIT student page for extensive information about the support available for students in a range of matters:
Current students - RMIT University
Equitable Learning Services provide support and equal opportunities for students with a disability, long-term illness and/or mental health condition and primary carers of individuals with a disability.
Equitable learning and disability - RMIT University
Course Overview: Access Course Overview