Course Title: Use targeted communication skills to build relationships
Part B: Course Detail
Teaching Period: Term1 2016
Course Code: EMPL7060C
Course Title: Use targeted communication skills to build relationships
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C6135 - Advanced Diploma of Myotherapy
Course Contact: Joshua Davies
Course Contact Phone: +61 3 9925 4333
Course Contact Email: joshua.davies@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Jade Cusworth
03 9925 8382
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
This course is delivered concurrently with the following courses:
HLTHIR505D Provide leadership in promoting effective work practices in health
BSBRKG502B Manage and monitor business or records systems
Course Description
This course describes the knowledge and skills required to apply specific workplace communication techniques to build and maintain relationships with clients and colleagues based on respect and trust.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
CHCCOM403A Use targeted communication skills to build relationships |
Element: |
Communicate effectively with clients and staff |
Performance Criteria: |
1.1 Identify and use appropriate communication strategies to: 1.2 Conduct interviews according to established procedures 1.3 Give feedback and advice in a way which reflects current identified good practice 1.4 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues 1.5 If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met 1.6 Respond to enquiries in a manner that promotes achievement of mutual outcomes 1.7 Respect and consider differences in views in a way that values and encourages the contributions of others 1.8 Ensure communication represents the organisation effectively where appropriate |
Element: |
Contribute to the implementation of effective communication strategies |
Performance Criteria: |
3.1 Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers 3.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues 3.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised 3.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role 3.5 Make referral for conflict resolution and mediation as appropriate |
Element: |
Facilitate discussions |
Performance Criteria: |
4.1 Provide opportunities to fully explore all relevant issues 4.2 Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members 4.3 Routinely contribute to and follow objectives and agendas for meetings and discussions 4.4 Provide relevant information to groups as appropriate to facilitate outcomes 4.5 Evaluate group communication strategies to promote ongoing participation of all parties 4.6 Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed |
Element: |
Identify communication strategies to build relationships with clients who are involuntary or present communication challenges |
Performance Criteria: |
5.1 Identify and address specific communication barriers such as: 5.2 Identify areas of mistrust or conflict that may require resolution 5.3 Identify the need to include additional parties |
Element: |
Use specific communication techniques to maintain constructive interaction |
Performance Criteria: |
3.1 Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers 3.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues 3.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised 3.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role 3.5 Make referral for conflict resolution and mediation as appropriate |
Learning Outcomes
Details of Learning Activities
Learning Activities:
1. Read indicated course notes for CHCCOM403A Use targeted communication skills to build relationships
2. Attend and participate in classes which are designed specifically to enable you to manage and monitor business or records systems
3. Complete all handouts that are distributed in class and add them to your Portfolio
4. Complete all learning activities located within the class notes.
Teaching Schedule
Topics:
- Communicate effectively with clients and staff
- Contribute to the implementation of effective communication strategies
- Use specific communication techniques to maintain constructive interaction:Facilitate Discussions
- Identify communication strategies to build relationships with clients who are involuntary or present communication challenges
Week |
Date |
Learning Schedule |
8 |
15.02.16 |
Overview of all units Contribute to effective communication strategies & Use specific communication techniques Identify communication strategies to build relationships |
9 |
22.02.16 |
Facilitate discussions & The organisation of work teams Host Staff Meeting |
10 |
29.02.16 |
Model ethical work practices & Initiate professional development |
11 |
07.03.16 |
Online Task and Quiz (No face to face tasks) |
12 |
14.03.16 |
Labour Day Holiday |
13 |
21.03.16 |
Initiate Quality Activities Hygiene and infection control |
14 |
28.03.16 |
Mid Semester Break |
15 |
04.04.16 |
Determine requirements of systems |
|
||
16 |
11.04.16 | Devise an appropriate record keeping system |
17 |
18.04.16 |
Develop an implementation plan |
18 |
25.04.16 |
Monitor and review systems |
19 |
02.05.16 |
Identify and respond to problems and changes |
20 |
09.05.16 |
Contracts, business/professional goals and networking |
21 |
16.05.16 |
Assignment Website |
22 |
23.05.16 |
Assignment Website |
23 |
30.5.16 |
Assignment Website |
Learning Resources
Prescribed Texts
No prescribed text |
References
Other Resources
1. Class notes CHCCOM403A
2. PowerPoint Summary
3. Additional learning materials available through the Learning Hub
4. RMIT Library (www.rmit.edu.au/library)
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)
Overview of Assessment
Assessment for this course forms part of the Advanced Diploma Remedial Massage (Myotherapy).
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic.
Assessment is typically based around written and/or online tests, assignments, reflective journals, evidence portfolio’s, logbooks and/or practical demonstrations.
Competency based training requires the student to be in attendance in order for assessment to be undertaken.
Assessment is undertaken through successful completion of all assessment activities and classroom, project & industry participation.
Assessments are spaced across the duration of the course, in order for your teacher to provide you with progressive feedback.
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.
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 coordinator or the Disability Liaison Unit if you would like to find out more.
An RMIT assessment charter (http://mams.rmit.edu.au/kh6a3ly2wi2h1.pdf) summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced in a single document, the Assessment policies and procedures manual (http://www.rmit.edu.au/browse;ID=ln1kd66y87rc).
Assessment Tasks
Assessment Tasks
1. Successful Completion of Managing a Clinic Skills Observation Log sign off:
Each student is required to successfully complete a clinic shift as the Clinic Manager. During this shift the student is to be responsible for the day-to-day operation of the shift and take accountability for events that happen throughout the shift.
Due 30th May 2016
2. Failing Business Case Study:
Students are required to analyse a Case Study of a failing business and make recommendations to turn the business around. This assignment is to be handed in in stages with the due dates as follows:
Code of Ethics: 7th March 2016
Client Feedback Survey: 21st March 2016
Staff Training Needs: 4th April 2016
Business / Record Systems: 23rd May 2016
Communication Strategy: 23rd May 2016
Complete Assignment: 23rd May 2016
3. Online quiz:
Students will be required to complete an online quiz on the in the time usually allocated to class. It will be a quiz on Determine requirements of Systems Due 4th April 2016
Resources:
1. Class notes CHCCOM403A
2. PowerPoint Summary
3. Additional learning materials available through the Learning Hub
4. RMIT Library (www.rmit.edu.au/library)
Assessment Matrix
ASSESSMENT METHODS/TYPES OF EVIDENCE:
Interview/ Verbal Questioning |
Self-Reflections |
Assignment/ Project |
Case Study or Role Play |
Third Party Verification |
Workplace Performance |
Research or Report |
Portfolio of Evidence |
Written Tasks
|
NATIONAL UNIT CODE : CHCCOM403ANATIONAL UNIT NAME : Use targeted communication skills to build relationships |
RMIT CODE: |
Co-Delivered with |
|
Elements |
Performance Criteria |
Related Assessment Tasks |
Assessment Method/ Types of Evidence |
1. Communicate effectively with clients and staff |
1.1 Identify and use appropriate communication strategies to: establish rapport exchange information facilitate resolution of issues defuse potentially difficult situations
|
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
1.2 Conduct interviews according to established procedures
|
Written Task / Workplace Performance |
Case Study |
|
1.3 Give feedback and advice in a way which reflects current identified good practice |
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
1.4 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues |
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
1.5 If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met |
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
1.6 Respond to enquiries in a manner that promotes achievement of mutual outcomes |
Workplace Performance |
Clinic Skills Observation Log |
|
1.7 Respect and consider differences in views in a way that values and encourages the contributions of others |
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
1.8 Respect and consider differences in views in a way that values and encourages the contributions of others |
Workplace Performance |
Clinic Skills Observation Log |
|
2. Contribute to the implementation of effective communication strategies |
2.1 Implement strategies to check on the effectiveness of communication with clients and colleagues |
Written Task |
Case Study |
|
2.2 Facilitate access to interpretive and translation services as required
|
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
2.3 Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way
|
Written Task |
Case Study |
|
|
2.4 Provide coaching in effective communication to colleagues and clients as required
|
Written Task |
Case Study |
|
2.5 Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met |
Workplace Performance |
Clinic Skills Observation Log |
|
3. Use specific communication techniques to maintain constructive interaction |
3.1 Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers 3.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues
|
Written Task |
Case Study |
|
3.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised
|
Workplace Performance |
Clinic Skills Observation Log |
|
|
3.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role
|
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
3.5 Make referral for conflict resolution and mediation as appropriate |
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
4. Facilitate discussions |
4.1 Provide opportunities to fully explore all relevant issues
|
Written Task |
Case Study |
|
4.2 Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members
|
Written Task |
Case Study |
|
|
4.3 Routinely contribute to and follow objectives and agendas for meetings and discussions
|
Written Task |
Case Study |
|
|
4.4 Provide relevant information to groups as appropriate to facilitate outcomes
|
Written Task |
Case Study |
|
|
4.5 Evaluate group communication strategies to promote ongoing participation of all parties
|
Written Task |
Case Study |
|
4.6 Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed |
Written Task |
Case Study |
|
5. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges |
5.1 Identify and address specific communication barriers such as: closed or unreceptive attitudes mistrust or misunderstanding of people, organisations, systems and/or processes emotional states, such as fear, anger and frustration
|
Written Task / Workplace Performance |
Case Study / Clinic Skills Observation Log |
|
5.2 Identify areas of mistrust or conflict that may require resolution
|
Written Task |
Case Study |
|
5.3 Identify the need to include additional parties |
Written Task |
Case Study |
|
Assessment Conditions |
Course Overview: Access Course Overview