Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term1 2020

Course Code: MKTG7970C

Course Title: Use communication to build relationships

School: 375T Vocational Design and Social Context

Campus: City Campus

Program: C4363 - Certificate IV in Community Services

Course Contact: Melinda Brown

Course Contact Phone: 9925 4580

Course Contact Email: Melinda.Brown@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

This course describes 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 course 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 course is delivered and assessed in a cluster with:

CHCDIV001 - Work with diverse people

 


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.


Details of Learning Activities

This course involves classes where information is shared through talks and discussions, and workshops where exercises are conducted to apply learning. Time is spent during classes for students to work on group and individual assessment tasks.


Teaching Schedule

Week 1

Developing communication skills and addressing communication needs

  • The communication process, communication channels and methods including digital media
  • Using appropriate communication techniques to communicate with clients and colleagues
  • Understanding barriers to communication
  • Communication and diversity organisational policies and procedures
  • Developing active listening skills
  • Communication that demonstrates respect, accepts individual differences and upholds rights
  • Legal and ethical considerations- Human Rights/Discrimination and Privacy laws including duty of care.

Week 2

Diversity in the Workplace

  • Understanding Diversity in the workplace
  • Busting Myths and Stereotypes
  • Reflect on own perspectives: Implicit Bias and Self Reflection
  • Workplace and professional relationships/practices based on appreciation of diversity and inclusiveness
  • Working with Aboriginal and Torres Strait Islander people/communities
  • Assessment Task 1 - Simulated Workplace Portfolio

Week 3

Communication and diversity in the workplace

  • Cultural awareness, competency and safety
  • Identifying and addressing the communication needs of people who have specific communication needs e.g. person with a disability
  • Using interpreters and translators
  • Seeking and responding to feedback on the effectiveness of communication
  • Worker boundaries

Week 4

Conflict Resolution

  • Understanding conflict and recognising difficult situations
  • Dealing with conflict and negotiating outcomes
  • Learn to apply conflict resolution approaches
  • Assessment Task 2 - Case Studies / Report

Week 5

Preparing written communications and using digital media in community services

  • Understanding organisational correspondence protocols and style guides
  • Maintaining privacy and confidentiality, and protecting copyright and intellectual property
  • Protocols for using digital media in a workplace
  • Provide information to clients and service providers in accordance with communication policies and protocols
  • Networking

Week 6

Facilitating workplace meetings

  • Developing agendas and inviting participants to meetings
  • Chairing meetings, including dealing with conflict and encouraging participation
  • Meeting communication protocols i.e. minutes
  • Group facilitation skills
  • Oral Communication/presenting information
  • Seeking feedback from participants

Week 7

Meeting Presentation Workshop

  • Review facilitating workplace meetings and protocols
  • Prepare for Assessment Task 4

Week 8

Meeting Presentation Workshop

  • Review facilitating workplace meetings and protocols
  • Conduct meeting for Assessment Task 4

Week 9

Evaluation, review and reflection

  • Reflect on learnings
  • Additional assistance for Assessment Tasks 

 


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

This course is delivered and assessed in a cluster with Work with diverse people (CHCDIV001).

Assessment task 1: Simulated Workplace Portfolio of evidence

Assessment task 2: Case study and report

Assessment task 3: Online quiz

Assessment task 4: Meeting presentation

 


Assessment Tasks

Assessment task 1: Simulated Workplace Portfolio of evidence

Assessment task 2: Case study and report

Assessment task 3: Online quiz

Assessment task 4: Meeting presentation


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