Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2024
Course Code: MKTG7971C
Course Title: Use communication to build relationships
Important Information:
Please note that this course has compulsory in-person attendance requirements for some teaching and assesment activities.
School: 535T Social Care and Health
Campus: City Campus
Program: C4364 - Certificate IV in Alcohol and Other Drugs
Course Contact: Jennifer Furby
Course Contact Phone: 9925 8310
Course Contact Email: jennifer.furby@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 you 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 course is part of the cluster "AOD Foundation skills" and is delivered and assessed 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 develop the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
In class: Class lectures and exercises, group discussion and practical demonstrations.
Teaching Schedule
| WEEK | Foundation Skills Syllabus |
| Week 1 |
Introduction to Communication Skills Discussions of diversity Foundation skills Assessment Task (AT) 1 |
| Week 2 |
Effective Communication skills AT2 P1 |
| Week 3 |
Social perspective/cultural bias AT2P1 |
| Week 4 |
Conflict AT2P1 |
| Week 5 |
ATSI AT2P2 |
| Week 6 |
Group work AT4P1 |
| Week 7 |
Meetings and Agenda AT4P2 |
| Week 8 |
Role play & Review AT3-7 |
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
This unit is part of an integrated program. You must demonstrate critical aspects for assessment and evidence required to demonstrate competency in this unit.
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks. You may be assessed by:
• Oral or written questioning
• Oral presentations
• Assignments and projects
• Direct observation of work practice
Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.
Regular attendance is necessary.
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 Co-ordinator or the Equitable Learning Services team if you would like to find out more.
Full assessment briefs will be provided and can be found on Canvas.
Assessment task 1: Portfolio
Assessment task 2: Case studies and analysis
Assessment task 3:Knowledge questions
Assessment Task 4: Role play - meeting presentation
Assessment Tasks
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks. You may be assessed by:
• Oral or written questioning
• Oral presentations
• Assignments and projects
• Direct observation of work practice.
Full assessment briefs are provided in Canvas.
Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed as Competent means you have consistently demonstrated the required knowledge and skills to a standard expected in the workplace. To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory standard. You will receive feedback from the teacher at the conclusion of each assessment task.
Regular attendance is necessary.
You should refer to the assessment brief which is available through Canvas for a full assessment criterion.
Results that apply to courses that are delivered and assessed in accordance with competency-based assessments are:
CA - Competency Achieved
NYC - Not Yet Competent
DNS - Did not submit for assessment
This course is part of the cluster "AOD Foundation skills" and is delivered and assessed with;
CHCDIV001: Work with diverse people
You will be given two (2) attempts for each assessment to demonstrate the required knowledge and 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.
Assessment Matrix
The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. 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