Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term1 2020

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: Callie Harvey

Course Contact Phone: +61 3 9925 5772

Course Contact Email: callie.harvey@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

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 Performance criteria describe the performance needed to demonstrate achievement of the element 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 

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 following courses are co-delivered and co-assessed:

  • JUST5751 Practise in a Legal Environment
  • MKTG 7986C Use communication to build relationships
  • JUST 5191C Prepare and produce complex legal documents 

Please refer to the Weekly Schedule and the Assignments tab for more information.

Please note that the weekly schedule is subject to change.

Course Schedule: JUST5751 Practice in a Legal Environment, JUST5191C Produce Complex Legal Documents, MKTG7986C Use Communication to Build Relationships, Semester 1, 2020

Week 

Topic

Assessments

PILE

Prepare Complex Legal Docs

Comm. Skills

Keyboarding
Speed and Accuracy

Maintain Trust Accounts

Undertake Career Planning

1

February 10

Practice Firm

 

 

 

 

2

February 17

Practice Firm

Part A - Paralegals Quiz 1.1 due February 21

 

 

  

3

February 24

Practice Firm

 

Part A- Safe Work Practices Quiz due February 28

 

 Draft Resume due February 26

4

March 2

Practice Firm

 

 

Part A Online Quiz 1 due March 6

 

5

March 9

Practice Firm

Part A- Affidavits & Stat Declarations Quiz 1.2 due March 13

Part B-Speed Test 1 due March 11

 

 

6

March 16

Practice Firm

 

Part B- Speed Test 2 due March 18

 

 

7

March 23

Practice Firm

Part A- Closing a File Quiz 1.3 due March 27

 

 

 

8

March 30

Practice Firm

Part B - File Work Assessment 2 due April 3

Part B- Speed Test 3 on due April 1

Part B - Maintain Trust Accounts Files Assessment 1 due April 3

 

9

April 6

 

Practical Placement

Thursday 1.30-5.00 pm
Practical Placement

 

 

 

 

Mid-Semester Break

10

April 20

Practical Placement

Staff Meeting

Introduce yourself to an employer (Part 1)

 

 

 

 

11

April 27

Practical Placement

Staff Meeting

Introduce yourself to an employer (Part 2)

 

 

 

 

12

May 4

Practical Placement

Staff Meeting

Dealing with difficult clients and colleagues

 

 

 

Careers Portfolio due May 8

13

May 11

Practical Placement

Staff Meeting

Time Management

Part B - Team Meeting Assessment 3 due May 15 

 

 

 

14

May 18

Practical Placement

Feedback Interviews

Part B - Practical Placement Report Assessment 3 due May 22 or seven days after completion of placement.

 

 

 

15

May 25

Practical Placement

Feedback Interviews

  

 

 

 

16

June 1

Resubmission

Resubmission

 

 

 

 

17

June 8

Grade Entry

Grade Entry

 

 

 

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
    • email
    • 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

To be deemed competent you must successfully complete all assessments.

 

Assessment 1: Quiz 1, 2 and 3

Quiz Paralegal Quiz 1.1 - Due 21 February 2020

Affidavits and Statutory Declarations Quiz 1.2 - Due 13 March 2020

Closing a File Quiz 1.3 - Due 27 March 2020 

 

Assessment 2: File Work

Due: 3 April 2020

For this task you have been appointed as a paralegal with the RMIT Legal Practice Firm. As a paralegal you will be required to complete the necessary file work and trust accounting documentation on a number of different file matters relating to fictitious clients.

To complete the file work on the files you will be required to:

  • Initiate and maintain clients’ files
  • Communicate with clients and co-workers.
  • Consult with internal/external specialists.
  • Prepare, produce and manage legal documentation which accurately reflects the client’s needs.
  • Ensure that all correspondence and documentation meets the RMIT Legal Practice Firm policies and procedures.
  • Use advanced functions in Microsoft word.
  • Seek and incorporate appropriate feedback on the effectiveness of your communications.

 

Assessment 3: Agendas and Meetings

Due: 15 May 2020

The purpose of this assessment is to provide you with the knowledge and skills to plan execute and follow up after organisational meetings. You will prepare, conduct and follow up on two meetings for your legal team. In one meeting you will chair and the other you will transcribe the minutes.

 

Assessment 4: Practical Placement Report

Due: 22 May 2020

The aim of this assessment is to provide you with some general experience working in a legal environment. It is expected that you will be given duties normally assigned to clerical or secretarial staff which may include typing, word processing, drafting simple letters or documents, filing, answering the telephone, photocopying, delivering documents or similar duties.

Part A: Organisational Skills

  • Complete at least 120 hours or 20 days in a legal environment.
  • You are responsible for organising your host employer and ensuring that all the WIL documentation is completed in a responsible and timely manner.
  • If you are using your current employment in a legal environment the completion of WIL documentation is not required.

Part B: Practical Placement Report 

  • You are to prepare 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 attachment A for the criteria that should be supplied in the report.
  • Students who complete a placement are also required to send a letter of thanks to their respective host employers and attach the letter to the report.
  • The Host Employers evaluation should be attached to your report.

 


Assessment Matrix

The assessment matrix that maps all the assessment is available on Canvas.

 

Other Information

Submission Requirements

  • Ensure that you submit assessments on or before the due date.
  • Always retain a copy of your assessment tasks. (hard copy and soft copy)
  • When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship.
  • Each page of your assessment should include a footer with your name, student number, the title of the assessment, unit code and title and page numbers.

 

Resubmissions (VET Programs)

If you are found to be unsuccessful (Not satisfactory/Unsatisfactory) in a Course Assessment Task 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.

 

Penalties for Late Submission 

Late submissions of assignments without special consideration or extension will automatically be considered a re-submission (see above).

 

Extensions, Special Consideration and Adjustment to Assessments

 

Extensions:

Extensions are available for unforeseen circumstances of a short-term nature.

An application form must be submitted to the school at least one working day before the due date of the assessment.

Extensions can be approved for a maximum of one week (seven calendar days) past the due date for an assessment. (Where students need an extension exceeding one week they must instead apply for special consideration.)

 

Special consideration:

Special consideration is available for unexpected circumstances outside students’ control. These include but are not limited to: unexpected short-term ill health, and unavoidable family, work, cultural or religious commitments.

An application for special consideration is made in advance of an assessment wherever possible but will normally be accepted within five working days after the assessment date

For more information, see the Special Consideration page of the RMIT website.

 

Adjustments to Assessment:

RMIT provides several adjustments to assessment for students experiencing ongoing or long-term circumstances. Find the right one for your circumstances here.

 

Changes to the Assessment Scheme

Where a change to assessment approved by the dean/head of school changes an assessment due date, students will be given at least five working days’ notice of the new due date.

 

Feedback

You can expect to receive marks and feedback on in-course assessment work in time to improve your performance in related assessment tasks later in the course.

 

Academic Integrity and Misconduct

Students demonstrate academic integrity in their assessment practices by:

  • engaging with assessment activities in an honest way;
  • providing accountability for the authorship and originality of work submitted;
  • acknowledging the work of others and the re-use of original work.

Academic misconduct is addressed in accordance with the Student conduct policy

Assessment involving research with human participants, their information or their tissue, or animal subjects is carried out in accordance with the Staff ethics and integrity policy.

For further information see the Academic Integrity website.

 

Review and Appeal

A student may request a review of an assessment result or appeal a final course grade in accordance with the Conduct of assessment and appeals section of the Assessment Processes.

 

Grade Criteria

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

The following grades are available for this course.

Vocational education grades:

CA - Competency Achieved

NYC - Not Yet Competent

DNS - Did Not Submit for assessment

 

Course Overview: Access Course Overview