Course Title: Develop, implement and promote effective workplace communication

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: BUSM8716C

Course Title: Develop, implement and promote effective workplace communication

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C5331 - Diploma of Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +61 3 9925 4115

Course Contact

Name and Contact Details of All Other Relevant Staff

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


Course Description

In this course you will be developing  high level communication skills to be  applied across a range of workplace contexts involving development, application and evaluation of communication strategies to effectively address identified client needs and promote the organisation.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM504B Develop, implement and promote effective workplace communication


1. 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


2. 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


3. 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


4. 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


5. 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


6. 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


7. 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

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

The learning activities for this course will include the following:

  • class discussion
  • group work
  • media clips
  • role plays

Teaching Schedule

The teaching schedule for this course is as follows:

Class 1: 4 March 2015 – Effective communication strategies

  • Effective communication strategies (1) including different communication styles and techniques
  • Represent the organisation to a range of groups (2)

Class 2: 11 March 2015 - Verbal communication

  • Facilitate group discussions (3) including  Audience questions (2.3)
  • Facilitate group work interaction (4)
  • Conduct interviews (7) including different interview techniques
  • Conflict resolution (5)

Class 3: 1 April 2015 - Written communication

  • Produce quality written materials (6)
  • Presentations (2.2) What is appropriate when?
  • Self-reflection

Learning Resources

Prescribed Texts


Other Resources

Additional resources will also be available in the learning management tool ‘Blackboard’. Additional readings will be made available to you prior to classes. A list of Program Specific resources, including journals and texts that may support you in the program, can also be found on the link to the RMIT Library in ’Blackboard’.

Overview of Assessment

There are two assessments for this course:

  1. A written report which is based on the student facilitating a meeting for a new client
  2. An interview with a youth worker and answering a set of questions which reflect upon the process.

Assessment Tasks

There are two assessment tasks for this course:

  1. \Written report which focuses on facilitating a client meeting. Due 8 April 2015
  2. Conduct an interview with a youth worker and answer a set of questions about the process. Due 1 April 2015

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant course. These are available from the Program Co-ordinator.

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.

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.

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:;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:;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:;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:;ID=kw02ylsd8z3n

Course Overview: Access Course Overview