Course Title: Use targeted communication skills to build relationships
Part B: Course Detail
Teaching Period: Term1 2015
Course Code: MKTG5957C
Course Title: Use targeted communication skills to build relationships
School: 365T Global, Urban & Social Studies
Campus: City Campus
Program: C4357 - Certificate IV in Community Services Work
Course Contact : Zaina Nehme
Course Contact Phone: +61 3 9925 4552
Course Contact Email:zainaindira.nehne@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Jo Wallwork
mary-josephine.wallwork@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
Not applicable.
Course Description
This course describes the knowledge and skills required to apply specific workplace 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: |
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 |
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 |
Element: |
4. Facilitate discussions |
Performance Criteria: |
4.1 Provide opportunities to fully explore all relevant issues |
Element: |
5. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges |
Performance Criteria: |
5.1 Identify and address specific communication barriers such as: |
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
All courses and learning activities will be supported and complemented by RMIT’s learning management tool "Blackboard". Other essential learning activities will take place during the workshops, and you will also be required to undertake independent studies. Some of the learning activities that you will undertake are:
- Class exercises
- Demonstrations (role plays)
- Observations
- Group discussions
- Class presentations
- Case studies
- Quizzes
- Group activities
Teaching Schedule
Lesson | Topic | Content |
1 | Introduction
Communicating in the CS sector – protocols and legislation |
|
2 | Giving and receiving feedback
Interviews |
|
3 | Signs of effective communication Active listening Non-verbal communication |
|
4 | Developing trust in communication (listening)
Barriers to communication |
|
5 | Listening – specific skills for particular contexts
Conflict resolution - models |
|
6 | Group discussions (protocols and strategies for running & participating in successful meetings) |
|
7 | Dealing with difficult clients (1) |
|
8 | Dealing with difficult clients (2) |
|
9 | Interviews |
|
Learning Resources
Prescribed Texts
No prescribed textbook required. |
References
Other Resources
You will be provided with the resources and tools for learning in this course. This resources will also be available through Blackboard. You will also have access to the resources in the library at RMIT.
Overview of Assessment
Assessment for this course will consist of an interview analysis upon observation, development of a workplace strategy to improve communication and resolve conflicts, a group discussion involving different agencies and short answer question based on a case study.
Assessment Tasks
For this course you will be required to complete the tasks below:
Assessment task 1 - Observation (Interview): you will be required to create a context for an interview, develop appropriate questions for this context, conduct interview in groups of 3, and review the interview process together.
Assessment task 2 - Report: you are required to develop a strategyt to support and improve communication within your workplace.
Assessment task 3 - Group discussion: for this task you will work as a group to develop a simulated interagency meeting.
Assessment task 4 - Case study and short answer questions: this case study will explore a client situation which will require particularly sensitive handling. In this activity you will develop a strategy to develop a trusting relationship and negotiate a way through the existing communication barriers.
Assessment Matrix
This program in delivered in accordance with competency-based assessment, grades include:
CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did Not Submit for assessment
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