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 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: C4429 - Certificate IV in Youth Work
Course Contact: Dianne Mackay
Course Contact Phone: +61 3 99254454
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.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
CHCCOM002 Use communication to build relationships |
Element: |
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 |
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: |
2.1 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 |
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: |
3.1 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 |
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 have face to face on campus sessions
In-class activities:
- Teacher directed classroom learning activities
- teacher directed group activities/projects
- group discussion
- class activities to review discussions/lectures
- role play
- Guest Speakers
Out-of-class activities:
- independent assessment -based work,
- Reading and research
independent study
Teaching Schedule
|
Week 1 3 classes |
-Introduction to unit -Introduction to 4 assessment tasks -Appropriate communication techniques for clients and colleagues -Different communication styles and techniques, and how they impact on interpersonal communication, including: -Strategies for effective interpersonal communication -Person centred and rights based approaches -Cross-cultural communication protocols -Non-verbal communication cues -Group processes and dynamics -Motivational interviewing versus coercive approach -Collaboration versus confrontation -Respectful communication – what does this look like? -Organisational policies and protocols concerning communication including professional relationship boundaries Providing information |
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Week 2 3 Classes |
-Appropriate communication techniques for clients and colleagues -Different communication styles and techniques, and how they impact on interpersonal communication, including: -Strategies for effective interpersonal communication -Person centred and rights based approaches -Cross-cultural communication protocols -Non-verbal communication cues -Group processes and dynamics -Motivational interviewing versus coercive approach -Collaboration versus confrontation -Respectful communication – what does this look like? -Organisational policies and protocols concerning communication including professional relationship boundaries Providing information |
Assessment task 1: Role play and reflection questions
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Week 3 3 Classes |
-Communication needs – recognising and providing support -Interpreter/translation - types of interpretation and translation services specific to the client group, and how to access them -Communication barriers – identifying and addressing factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings -Conflict Feedback re effectiveness of communication (clients, colleagues, external networks) – (includes how to respond to feedback) |
Assessment Task 2: Case Studies
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Week 4 3 Classes |
Digital media and use in community services and health sector, including: · web · social media · podcast and videos · tablets and applications · newsletters and broadcasts · intranet Written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports |
Assessment task 3: Online Quiz |
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Week 5 3 classes |
Digital media and use in community services and health sector, including: · web · social media · podcast and videos · tablets and applications · newsletters and broadcasts · intranet Written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports |
Due this week: Assessment task 4: Meeting Presentation
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Week 6 3 Classes |
Follow up and support to complete any outstanding works |
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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
https://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 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
Assessment Tasks
Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed competent means you have consistently demonstrated the required knowledge and skills at 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. 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.
Assessment Matrix
The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These mapping documents are available through Program Administration if required.
The assessment Rubric is Available in Canvas.
Other Information
Attendance:
Your learning experience will involve class-based teaching, discussion, demonstration and practical exercises
It is strongly advised that you attend all timetabled sessions. This will allow you to engage in the required learning activities, ensuring you the maximum opportunity to complete this course successfully
Placement
To commence your placement which is a mandatory requirement for this course, you need a current working with children check and police check
information about your studies:
You can access My Studies through the RMIT website for information about timetables, important dates, assessment dates, results and progress, Canvas etc.
https://www.rmit.edu.au/students
Extensions of time for submission of assessable work:
If you are prevented from submitting an assessment on time by circumstances outside your control you may apply for an extension of up to seven (7) calendar days in writing (email) to your Program Coordinator one working day BEFORE the due date. Eligibility criteria for application and the form is available from the link: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Where an extension of greater than seven days is needed, you must apply for special consideration.
Special consideration:
If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.), you may submit an application for special consideration within 5 working days of the due date. If special consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this applicationplease visit www.rmit.edu.au/students/specialconsiderationor speak to your Program Coordinator.
Academic Integrity and Plagiarism:
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy.
https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/academic-integrity
Credit Transfer and Recognition of Prior Learning:
Credit transfer is the recognition of previously completed formal learning (an officially accredited qualification).
Recognition of Prior Learning (RPL) is an assessment process that allows you to demonstrate competence using the skills you have gained through experience in the workplace, voluntary work, informal or formal training or other life experiences.
Please speak to your teacher if you wish to discuss applying for Credit Transfer or RPL for the unit(s) of competency addressed in this course.
https://www.rmit.edu.au/students/student-essentials/enrolment/apply-for-credit
Course Overview: Access Course Overview