Course Title: Develop, implement and promote effective workplace communication

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: BUSM8716C

Course Title: Develop, implement and promote effective workplace communication

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C5244 - Diploma of Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +61 3 9925 4115

Course Contact Email:jennifer.brooker@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Zaina Indira Nehme

Ph: 9925 4552

zainaindira.nehme@rmit.edu.au

Nominal Hours: 80

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

To gain entry into CHC51408 Diploma of Youth Work candidates must:

Be recognised, as competent through a recognised training package or recognition process, against the following compulsory units of CHC41808 Certificate IV in Youth Work:

CHCCOM403A Utilise targeted communication skills to build relationships
CHCCS400C Work within a relevant legal and ethical framework
CHCCS422B Respond holistically to client issues and refer appropriately
CHCYTH401B Engage respectfully with young people
CHCYTH402C Work effectively with young people in a youth work context
HLTHIR403C Work effectively with culturally diverse clients & co-workers
HLTWHS300A Contribute to WHS processes

OR
Have suitable relevant youth sector experience and knowledge to indicate likely success at this level of qualification in a job role involving:

The application of knowledge with depth in some areas and demonstration of a broad range of technical and other skills
A wide range of tasks and skills in a variety of contexts, with a complexity in the range and choices of actions required
The exercise of discretionary judgement and decision making under general guidance.
 

Course Description

This course is part of the Diploma of Youth Work.  Designed for those working in the sector already, this particular course will help students consolidate the knowledge and skills required to apply higher level communication skills that underpin effective workplace operations


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM504B Develop, implement and promote effective workplace communication

Element:

Conduct interviews

Performance Criteria:

7.1 In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
7.2 Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated
7.3 Give feedback and advice in a way which reflects current identified good practice
7.4 Conduct interviews and formal discussions with due regard to individual differences, needs and rights
7.5 Use appropriate complaints management, grievance and counselling procedures to deal with serious problems
 

Element:

Contribute to the development of effective communication strategies

Performance Criteria:

1.1 Develop, promote, implement and review strategies for internal and external dissemination of information, as required, to maximise individual and organisation effectiveness
1.2 In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace
1.3 Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way
1.4 Provide coaching in effective communication to staff as required
1.5 Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation
1.6 Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes
1.7 Maintain relevant work-related networks and relationships to meet client needs and organisation objectives
1.8 Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives
 

Element:

Facilitate group discussions

Performance Criteria:

3.1 Define and implement mechanisms that enhance effective group interactions
3.2 Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members
3.3 Routinely set and follow objectives and agendas for meetings and discussions
3.4 Provide relevant information to groups as appropriate to facilitate outcomes
3.5 Evaluate group communication strategies to promote ongoing participation of all parties
3.6 Identify and address the specific communication needs of individuals
 

Element:

Facilitate work group interaction

Performance Criteria:

4.1 When conducting meetings, clarify purpose, agree procedures, negotiate roles and responsibilities, adhere to agreed timeframes and maintain equality of participation and input by group members
4.2 Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action
4.3 Provide feedback in a supportive manner appropriate to individuals and the group
 

Element:

Produce quality written materials

Performance Criteria:

6.1 Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document
6.2 Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose
6.3 Prepare and provide appropriate and timely advice to management and clients as required
6.4 Where individual skill levels do not match workplace requirements, take appropriate remedial action, including seeking assistance and additional training
 

Element:

Represent the organisation to a range of groups

Performance Criteria:

2.1 Present relevant, appropriately researched material in internal and external forums, in a manner that promotes the organisation and is adjusted as required to meet audience needs
2.2 Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs
2.3 Respond to questions from the audience in a manner consistent with organisation standards
2.4 Respect and consider differences in views in a way that values and encourages contributions of others
 

Element:

Use specific communication techniques to assist in resolving conflict

Performance Criteria:

5.1 Use strategies to facilitate conflict resolution
5.2 Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict
5.3 Use effective skills in listening, reframing, providing feedback and negotiating to support exploration and clarification of issues
5.4 Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role
5.5 Make referral for conflict resolution and mediation as appropriate
 

Learning Outcomes


On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate your competency in the above elements.


Details of Learning Activities

Learning activities will take place in a classroom using industry standard tools and resources. You will complete exercise and industry style projects. You will also be required to undertake independent study. In class activities may include:
• Class exercise to review discussion/workshops
• Practical demonstrations
• Analysis/critique of relevant reading material
• Seminar presentations
• Workshops
• Peer reaching and class presentations
• Group discussion
• Online research
• Independent project based work
• Teacher directed group activities/project
 


Teaching Schedule

Please note. While your teacher will cover all the material in this schedule, the weekly order is subject to change depending the class needs and availability of speakers and resources.

Workshop 1 Program introduction
Date: Friday January 31st 2013
Time: 9.30 am - 4:30 pm
Room: 80.10.13
Facilitator(s): Jennifer Brooker and Zaina Nehme Introduction of program
Introduction of recognition (RPL) as per RMIT guidelines
Introduction of the skills recognition pathway that includes: Project work and tasks for assessment & building an evidence portfolio. All units
Workshop 2 Collaborative client-workers relationship: supporting clients and creating positive outcomes.
Date: Friday February 22nd 2013
Time: 9.30 am - 4:30 pm
Room: 80.10.13
Facilitators:
Jennifer Brooker
Chris Bull Students will gain an understanding of the different practices used by practitioners and organisations in order to enable young people to actively participate in the decision–making processes that ultimately affect their lives. The workshop will encompass important organisational procedures, policies and relevant legislations that underpin Youth Work practice. Aspects of case management approaches and complex needs will also be covered. CHCCHILD404B: Support the rights and safety of children and young people
CHCCOM504B: Develop, implement and promote effective workplace communication
CHCCS503A: Develop, implement and review services and programs to meet client needs
CHCYTH501A: Develop and implement procedures to enable young people to address their needs
CHCYTH505E: Support youth programs
CHCYTH608D: Manage service response to young people in crisis
CHCCS504B: Provide services to clients with complex needs
CHCCS502C: Maintain legal and ethical work practices
CHCORG428A: Reflect on and improve own professional practice
Workshop 3: Frameworks for practice with Young people, psychosocial development from birth to adolescence; Implementing Youth Programs
Date: Friday March 22nd 2013
Time: 9.30 am - 4:30 pm
Room: 80.09.04 and 80.09.01
Facilitators:
Alex Dinsdale
Kerrie Loveless Students gain an in-depth understanding of the major milestone, challenges and strategies for working with children and young people at different stages of their psychosocial development.
Students will also be introduced to the fundamentals of devising, setting up, coordinating, delivering and evaluating activities and programs for individuals and groups.
CHCCHILD404B: Support the rights and safety of children and young people
CHCCOM504B: Develop, implement and promote effective workplace communication
CHCYTH501A: Develop and implement procedures to enable young people to address their needs
CHCYTH608D: Manage service response to young people in crisis
CHCCS504B: Provide services to clients with complex needs
CHCORG428A: Reflect on and improve own professional practice
Workshop 4 Maintaining an effective working environment and strengthening links within the community services sector.
Date: Friday April 19th 2013
Time: 9.30 am - 4:30 pm
Room: 80.09.04 and 80.09.01
Facilitators:
Jennifer Brooker
Zaina Nehme Students will learn the foundations of communicating effectively with service users and co-workers. This session will highlight the value of networking with members of the community sector, and the methods to develop collaborative links with other human services organisations. CHCCHILD404B: Support the rights and safety of children and young people
CHCCOM504B: Develop, implement and promote effective workplace communication
CHCCS513C: Maintain an effective community sector work environment
CHCGROUP403D: Plan and conduct group activities
CHCYTH501A: Develop and implement procedures to enable young people to address their needs
CHCYTH504A: Support young people to take collective action
CHCCS504B: Provide services to clients with complex needs
CHCNET404B: Facilitate links with other services
CHCORG428A: Reflect on and improve own professional practice
Workshop 5 Crisis management
Date: Friday May 31st 2013
Time: 9.30 am - 4:30 pm
Room: 80.09.04 and 80.09.01
Facilitator: Bruce Tucker
In this workshop students will be provided with an orientation to the theory of direct youth work practice. Students will also have the opportunity to learn and discuss the direct work practice skills that include assessment, engagement and the development of intervention strategies for young people in crisis. CHCCHILD404B: Support the rights and safety of children and young people
CHCCOM504B: Develop, implement and promote effective workplace communication
CHCCS503A: Develop, implement and review services and programs to meet client needs
CHCYTH501A: Develop and implement procedures to enable young people to address their needs
CHCYTH504A: Support young people to take collective action
CHCCS504B: Provide services to clients with complex needs
CHCORG428A: Reflect on and improve own professional practice
Workshop 6 Casework Practice
Date: Friday June 21st 2013
Time: 9.30 am - 4:30 pm
Room: 80.10.13
Facilitator: Shannyn Harrison This session will explore best practice strategies and systems to ensure the highest standard in service delivery. Student will also acquire skills and knowledge required by community workers to facilitate all aspects of case planning, involving an understanding of the role and purpose of casework, and the sources of knowledge in casework. CHCCHILD404B: Support the rights and safety of children and young people
CHCCOM504B: Develop, implement and promote effective workplace communication
CHCCS503A: Develop, implement and review services and programs to meet client needs
CHCGROUP403D: Plan and conduct group activities
CHCYTH504A: Support young people to take collective action
CHCCS504B: Provide services to clients with complex needs
CHCCM402E: Establish and monitor a
case plan
CHCORG428A: Reflect on and improve own professional practice
Workshop 7 Professional Practice and Effective Workplace Communication
Date: Friday July 26th 2013
Time: 9.30 am - 4:30 pm
Room: 10.13.16
Facilitator: Christine Clancy This workshop will focus on different levels communication skills that underpin effective workplace operations. Students will be required to evaluate own work, continuing self-development and effective supervision within an ethical code of practice. CHCCOM504B: Develop, implement and promote effective workplace communication
CHCCS513C: Maintain an effective community sector work environment
HLTWHS401A: Maintain workplace WHS processes
CHCORG428A: Reflect on and improve own professional practice
Workshop 8 Legal and Ethical considerations in the youth work context
Date: Friday August 30th 2013
Time: 9.30 am - 4:30 pm
Room: 80.03.14
Facilitator: Chris Bull This workshop introduces students to ethical codes and decision-making processes within the youth work context. Discussions in class will provide opportunities for students to explore the foundations of the Australian legal system and the legal contexts within which youth workers practice. This workshop will address concepts of legal and ethical relevance, will explore the foundations of ethical decision-making, duty of care requirements, relevant legislation and codes of conduct. CHCCHILD404B: Support the rights and safety of children and young people
CHCCS502C: Maintain legal and ethical work practices
CHCCS513C: Maintain an effective community sector work environment
HLTWHS401A: Maintain workplace WHS processes
CHCORG428A: Reflect on and improve own professional practice
CHCYTH501A: Develop and implement procedures to enable young people to address their needs
Workshop 9 Culturally inclusive practices in working with young people
Date: Friday September 27th 2013
Time: 9.30 am - 4:30 pm
Room: 80.02.03
Facilitator: VTPU This session explores how cultural diversity can be promoted in the “helping professions”. With a focus on relationship building, the session will provide students with the opportunity to explore their own cultural values and positions, and how these can impact on their work with ethnically diverse communities. CHCCHILD404B: Support the rights and safety of children and young people
CHCCOM504B: Develop, implement and promote effective workplace communication
CHCCS513C: Maintain an effective community sector work environment
CHCGROUP403D: Plan and conduct group activities
CHCYTH505E: Support youth programs
Workshop 10 OHS Environment
Date: Friday October 25th 2013
Time: 9.30 am - 4:30 pm
Room: 80.10.13
Facilitator: Mary Horton Workplace performance required by an employee to maintain organization OHS processes. HLTWHS401A: Maintain workplace WHS processes
CHCORG428A: Reflect on and improve own professional practice
Workshop 11 Individual assessments with students and program review
Date: Friday November 29th 2013
Time: 9.30 am - 4:30 pm
Room:
Facilitators: Jennifer Brooker and Zaina Nehme Final sign off of individuals evidence portfolios and Review of the program year, presentation of workplace projects, group and individual reflection. All units
Please note. While your teacher will cover all the material in this schedule, the weekly order is subject to change depending the class needs and availability of speakers and resources.
 


Learning Resources

Prescribed Texts


References


Other Resources

RMIT Library
The University Library provides extensive services, facilities and study space as well as comprehensive collections of books, periodicals and other course related materials, such as DVD’s, magazines, slides, films etc. Computer laboratories with access to a wide range of desktop publishing software are also available. The library also has an expanding virtual collection of electronic resources and networks, including product data, e-books, electronic journals and newspapers, web based tutorials, online reference and document delivery services etc., all of which are accessible on campus, and off campus 24 hours per day. More information on library resources and services can be found at: http://www.rmit.edu.au/library  

The Learning Lab is a collection of web-based resources including tip sheets and interactive tutorials on study skills, writing, English language development and maths. Access RMIT’s Learning Lab online via this link: http://www.dlsweb.rmit.edu.au/lsu/  
 


Overview of Assessment

Assessment for the Diploma of Youth work consists of:

  • An evidence matrix
  • Knowledge quesitons
  • Simulations
  • Research paper
  • Project brief
  • Project evaluation


Assessment Tasks

To demonstrate competency in this course you need to complete each of the following pieces of assessment to a satisfactory standard. 
 

  • Underpinning question - To research a range of materials and address the set questions by discussing with peers and documenting conclusions drawn. Discussion and reflection to be focused on how Youth Work concepts and principles covered in the readings and workshops apply in the context of developing and supporting a community of practice.
  • Research paper - As part of this assessment task you will be required to read the policy framework “Positive pathways for Victoria’s vulnerable young people” (located on USB) and reflect on the implications of this framework on your current work practice.
  • Simulations - Students will undertake a number of simullations and role plays during the classes associated with this unit, where they will practice  various aspects of the competency eg interviewing

Applying for an Extension
Extension of time for assessment tasks may be granted where circumstances beyond your control prevent submission by the published due date. An application for extension of time must be lodged with your tutor or the course coordinator as early as possible, and no later than one working day before the due date for submission.
You can apply for extension using the University’s Extension Application Form – http://mams.rmit.edu.au/seca86tti4g4z.pdf – or by emailing your course coordinator or tutor directly.
An extension of up to seven calendar days may be granted if good reason can be demonstrated. Include supporting evidence (such as medical certificates) with your application.
Extensions beyond seven calendar days cannot be granted by course coordinators, tutors or the School. To apply for an extension of time greater than seven calendar days you must lodge an application for Special Consideration.

Applying for Special Consideration
If you are seeking an extension of more than seven calendar days (from the original due date) you must lodge an Application for Special Consideration form, preferably prior to, but no later than two working days after the official due date. Late applications will only be accepted in exceptional circumstances. For information about Special Consideration and how to apply, see: http://www.rmit.edu.au/students/specialconsideration  

Penalties for Late Submission
If you have not been granted an extension or special consideration, late submission will be penalised as follows:
1. Assessment tasks submitted after the due date of submission shall receive a penalty of five per cent of the grades available for that assessment per day for each day late.
2. No assessment task shall be accepted more than three weeks after the due date without special consideration.

Assessment Appeals
If you believe your assessment result or final result is wrong please contact the course coordinator and provide the reason why you think your result is incorrect. Valid reasons for seeking a review of results include:
a) You believe an error has occurred in the calculation of the grade; or,
b) You believe the assessment did not comply with criteria published in the Course Guide; or,
c) You believe the assessment did not comply with University Policies on Assessment (i.e. an error in process has occurred).
Full details of the procedure (including appeals procedure) can be located at this RMIT site: http://www.rmit.edu.au/policies/academic#assessment  


Assessment Matrix

Other Information

Academic Integrity
Academic integrity means honesty and responsibility in scholarship through respecting the work of others whilst having the freedom to build new insights, new knowledge and ideas. RMIT University upholds the values of academic integrity as fundamental to the scholarship undertaken by all members of its community. Whenever you refer to another person’s research or ideas (either by directly quoting or paraphrasing them) you must acknowledge your source.
If you are even in doubt about how to properly cite a reference, consult your lecturer or the academic integrity website: http://www.rmit.edu.au/academicintegrity  The RMIT library provides tools to assist with your referencing http://www.rmit.edu.au/library/info-trek/referencing  

Plagiarism and Collusion
Plagiarism and collusion constitute extremely serious academic misconduct, and are forms of cheating. You are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited. Plagiarism is not acceptable.
Examples of plagiarism include:

Copying sentences or paragraphs word-for-word from one or more sources, whether published or unpublished, which could include but is not limited to books, journals, reports, theses, websites, conference papers, course notes, etc. without proper citation;
- Closely paraphrasing sentences, paragraphs, ideas or themes without proper citation;
- Piecing together text from one or more sources and adding only linking sentences;
- Copying or submitting whole or parts of computer files without acknowledging their source;
- Copying designs or works of art and submitting them as your original work;
- Copying a whole or any part of another student’s work; and
- Submitting work as your own that someone else has done for you.
- Enabling Plagiarism: the act of assisting or allowing another person to plagiarise or to copy your own work is also an offence.

For further information, please see the RMIT Plagiarism Policy – http://www.rmit.edu.au/browse;ID=sg4yfqzod48g1  – and the RMIT Student Discipline Statute and Regulations - http://www.rmit.edu.au/browse;ID=11jgnnjgg70y  

Plagiarism Software
The originality verification software Turnitin may be used in this course. For details, see: http://www.turnitin.com

Complaints Procedure:

RMIT University is committed to providing a harmonious study and work environment for all students and staff. The University recognises your right to raise concerns about academic, administrative or support services without recrimination and has policies and procedures to assist in the resolution of complaints.
Most issues are resolved at the local level and you are encouraged to take steps to resolve your issue locally. The student complaint procedure details steps to take if your problem is not resolved or you believe the response you received is unreasonable.
Student Complaints Policy: http://www.rmit.edu.au/policies/studentcomplaintspolicy  
Student complaints Procedure: http://www.rmit.edu.au/browse;ID=i1lexipvjt22  
Student Complaints Form: http://mams.rmit.edu.au/v4ujvmyojugxz.pdf  
 

Course Overview: Access Course Overview