Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2019
Course Code: MKTG7986C
Course Title: Use communication to build relationships
School: 650T Vocational Business Education
Campus: City Campus
Program: C6141 - Advanced Diploma of Legal Practice
Course Contact: Doug Gourlay
Course Contact Phone: +61 3 9925 5944
Course Contact Email: doug.gourlay@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Robyn Lang
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
This unit describes 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.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
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
Details of Learning Activities
A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The self-paced activities will be delivered thought various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.
We expect you to participate and contribute in all scheduled learning activities.
Teaching Schedule
This course is one of six (6) courses comprising the “Working in a Legal Environment” (WiLE) segment of this program, the details of which are as follows:
JUST5751 |
Practise in a Legal Environment (PILE) |
EMPL7103C |
Undertake Career Planning |
MKTG7986C |
Use Communication to Build Relationships |
OFFC5196C |
Develop Keyboarding Speed and Accuracy |
JUST5191C |
Produce Complex Legal Documents |
BAFI5204C |
Establish and Maintain a Trust Account |
The courses are co-delivered. JUST5751 Practise in a Legal Environment, MKTG 7986C Use communication to build relationships and JUST 5191C Prepare and produce complex legal documents are also co-assessed. Please refer to the Weekly Schedule and the Assignments tab for more information. (Please note that the weekly schedule is subject to change).
Week |
Topic |
Tutorial (Thurs) |
Assessment Assessment- Continuous Feedback will be provided throughout the Practice Firm |
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PILE Prepare Complex Legal Docs Comm. Skills |
Keyboarding |
Maintain Trust Accounts |
Undertake Career Planning |
1 |
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Practice Firm |
Legal Ethics |
Part B (Ongoing-continuous feedback provided)-File Work assessment refer file instructions |
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Part B-(Ongoing-Continuous feedback provided) Maintain Trust Accounts assessment refer file instructions |
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2 |
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Practice Firm |
Trust/Office Accounts |
Part A-Quiz 1 22 Feb |
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3 |
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Practice Firm |
Costing a File and Billing a Client |
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Part A- Safe Work Practices Quiz by 1 March 2019 |
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Draft Resume due by midnight 1 March 2019 |
4 |
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Practice Firm |
Finalise Conveyancing Transactions |
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Part A Online Quiz 1 due 8 March 2019 |
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5 |
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Practice Firm |
Monthly Reconciliations |
Part A-Quiz 2 13 March |
Part B-Speed Test 1 on 13 March |
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6 |
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Practice Firm |
Entering Default Judgments and Affidavits |
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Part B- Speed Test 2 on 20 March 2019 |
Part A Online Quiz 2 due 22 March 2019 |
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7 |
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Practice Firm |
Court Run |
Part A-Quiz 3 29 March 2019 |
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8 |
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Practice Firm |
Monthly Reconciliation (under assessment conditions) |
File Work Assess due 5 April 2019 |
Part B- Speed Test 3 on 3 April 2019 |
Part B Maintain Trust Account Monthly Reconciliation Maintain Trust Accounts Files Assess due 5 April 2019 |
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9 |
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Practical Placement |
Staff Meeting Introduce yourself to an employer (Part 1) |
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10 |
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Practical Placement |
Staff Meeting Introduce yourself to an employer (Part 2) |
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Mid Semester Break 19 April to 26 April (inclusive) | |||||||
11 |
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Practical Placement |
Staff Meeting Time Management |
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12 |
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Practical Placement |
Staff Meeting Dealing with Difficult Clients and Colleagues |
Team Meeting Assessment due 10 May 2019 |
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Careers Portfolio due 10 May 2019 |
13 |
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Practical Placement |
Staff Meeting Feedback Interviews |
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14 |
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Practical Placement |
Feedback Interviews |
Practical Placement Report due 24 May 2019 or 7 days after completion of placement |
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15 |
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Practical Placement |
Feedback Interviews |
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16 |
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Resubmission if required |
Resubmits |
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The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Performance Evidence
The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:
- obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately
- prepared 3 types of written correspondence in accordance with organisation communication protocols
- facilitated resolution of 1 difficult situation with a client, colleague or service provider
- facilitated 1 meeting around a workplace issue
Knowledge Evidence
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:
- organisation communication policies and protocols
- 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
- communication strategies to:
- build and maintain relationships and trust
- facilitate workplace meetings
- negotiate for optimal outcomes
- deliver business presentations
- address barriers
- solve problems and resolve conflict
- types of interpretation and translation services specific to the client group, and how to access them
- factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings
- professional relationship boundaries
- 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 Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
- use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
- modelling typical workplace conditions, including:
- interactions with clients and co-workers from a range of diverse backgrounds
- facilitation of groups of at least 3 people
- typical workplace reporting processes
- interpreter and translation services where required
- use of digital media
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.
Feedback
Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed.
You should take note of all feedback received and use this information to improve your learning effectiveness and final performance in the course.
Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.
Assessment Tasks
Course |
Assessments |
JUST5751 Practise in a Legal Environment MKTG 7986C Use communication to build relationships JUST 5191C Prepare and produce complex legal documents |
Assessment Task 1- File Work (Due Week 8) This assessment requires you to prepare and produce accurate legal documentation on fictitious clients’ files, use appropriate forms of communications between clients, third parties and co-workers, use advanced functions in Microsoft word and demonstrate an understanding of legal ethics in running a client file by completing online quizzes. Refer to the Assessment document for full details including rubric. Assessment Task 2- Team Meetings (Due Week 12) This assessment requires you to prepare an agenda and chair a team meeting, participate in team projects and prepare detailed and accurate minutes. Refer to the Assessment document for full details including rubric. Assessment Task 3- Practical Placement Report (Due Week 14 or 7 days after completion of placement) This assessment requires you to undertake a 20-day practical placement and provide a written report of approximately 1,000 words detailing your experiences during WIL and 500 word reflective observations of what you learned and what value you gained from the placement both personally and professionally. Refer to the Assessment document for full details including rubric. |
To be deemed competent you must successfully complete all assessments.
NOTE: Details about specific tasks and assessment criteria will be included in each of the Assessment tasks documents listed in CANVAS (Learning Management System) under Assessments heading.
Assessment Matrix
The assessment matrix that maps all the assessment is available on CANVAS
Other Information
Submission Requirements
You should:
Late Submission Procedures You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates. If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days. More Information: 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. Applications for special consideration must be submitted no later than FIVE working days after the assessment task deadline or scheduled examination. More Information:https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration Resubmissions (VET Programs): If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible. Grading & re-submissions Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course. Adjustments to Assessment In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:
Marking Guide (Competency):
You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.
You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.
Marking Guide (Grading)
After achieving competency we then grade your performance in the unit and you will achieve one of the following grades: Final Grades table: | |||
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CHD |
Competent with High Distinction |
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CDI |
Competent with Distinction |
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CC |
Competent with Credit |
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CAG |
Competency Achieved – Graded |
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CA |
Competency Achieved – Not Graded |
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NYC |
Not Yet Competent |
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DNS |
Did Not Submit for assessment |
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Further information regarding the application of the grading criteria will be provided by your teacher.
Course Overview: Access Course Overview