Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term2 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
Robyn Lang
Joanne Mackay
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.
This course will be delivered via our existing learning management system, Canvas. This means that, for the foreseeable future, there will be no face-to-face classes in any of the units for which you are enrolled.
Classes in each of your units will still take place in their normal scheduled time-slots, but instead of being conducted in a face-to-face mode, your teachers will utilise the Collaborate Ultra platform to deliver ‘live’ online classes. These classes delivered online will not only provide you with the required learning materials for those sessions, but they will also enable interactions with your teachers and fellow students via forums or discussion boards.
This course guide contains information that describes course aspects that don’t change and are locked in well ahead of the semester. Any information that differs due to changes of delivery is a consequence of COVID-19. Your course coordinator will advise you as to the correct details via Canvas.
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 above courses are co-delivered and 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.
Course Schedule: | ||||||||
Week |
Topic |
Assessments |
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JUST5191C Prepare and produce complex legal documents | ||||||||
Assessment Task 1 |
Assessment Task 2 |
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Part 1 |
Part 2 |
Part 3 |
Part 4 |
Part 5 |
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1 |
July 8-10 |
Practice Firm |
Pt 1.1-1.2 due 10 July |
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2 |
July 15-17 |
Practice Firm |
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3 |
July 22-24 |
Practice Firm |
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4 |
July 29-31 |
Practice Firm |
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5 |
Aug 5-7 |
Practice Firm |
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6 |
Aug 12-14 |
Practice Firm |
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7 |
Aug 19-21 |
Practice Firm |
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Speed Test 1 due Aug 19 |
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8 |
Aug 26-28 |
Practice Firm |
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Speed Test 2 due Aug 23 |
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Mid-Semester Break |
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9 |
Sep 9-11 |
Practice Firm |
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Monthly Reconciliation due Sep 10 |
Speed Test 3 due Sept 9 |
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10 |
Sep 16-18 |
Practice Firm |
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Policies and Procedures Manual due 18 Sept |
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11 |
Sep 23-25 |
Practice Firm |
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File Work due Sep 25 |
File Work (Trust Accounts) due Sep 25 |
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12 |
Sep 30- 2Oct |
Practice Firm |
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Team Meeting (Minutes/Agenda) due Oct 2 |
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Professional code of conduct due Oct 2 |
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13 |
Oct 7-9 |
Practice Firm |
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14 |
Oct 14-16 |
Practice Firm |
Pt 1.3-1.5 due Oct 16 |
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15 |
Oct 21-23 |
Practice Firm |
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Journal and Report due Oct 23 |
16 |
Oct 28-30 |
Feedback Interviews |
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17 |
Nov 5 |
Resubmissions |
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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
You will demonstrate competency by undertaking two assessments. You must successfully complete all assessments to be deemed competent in this unit.
Assessment Task 1
Due Date: Various dates please see below
This assessment requires you to assume the role of a paralegal with the RMIT Legal Virtual Practice Firm. As part of being a paralegal in the firm, there are a number of tasks that you will need to complete. You will be required to complete the necessary file work and trust accounting documentation on a number of different file matters relating to clients. Whilst completing this work you will need to communicate and work effectively with your colleagues using a number of online platforms including Microsoft Teams and, whilst maintaining professional integrity at all times. In addition, you will be required to undertake office administration tasks working in teams to carry out a number of team projects.
For this assessment you will be required to complete:
Part 1: Employee file
You are to prepare your employee file for your role as a paralegal at the RMIT Legal Practice Firm
- Identify your values and strengths and Researching Career possibilities due 10 July 2020
- Skills analysis, setting goals and Resume due October 16 2020
Part 2: Working within a legal office
You are required to submit a portfolio with 5 client case files. In addition, you will be allocated the role of team leader where you will be required to prepare an agenda and chair two team meetings as well as recording minutes at two other meetings.
- File Work due September 25 2020
- Team Meeting (Minutes/Agenda) due October 2 2020
Part 3: Policies and Procedures Manual(Trust Accounting)
You will work closely with your team to develop a set of policies and procedures for Trust Accounting and individually prepare a Legal Practice Firm Trust Accounting Policy and Procedure Manual. In addition, on your client files, ensure any trust accounting discrepancies are dealt with in a timely manner by preparing a monthly reconciliation, reporting to client on the financial status of their trust account, manage and control client trust accounts by accurately recording in PC Law all monies (transactions) received and disbursed on a client’s file and seeking appropriate authorisations where necessary.
- Monthly Reconciliation due September 10 2020
- Policies and Procedures Manual due 18 September 2020
- File Work (Trust Accounting) due September 25 2020
Part 4: Keyboard speed and accuracy
You will complete a 5-minute keyboarding speed and accuracy test using the software program, Typing Master.
- Speed Test 1 due August 19 2020
- Speed Test 2 due August 23 2020
- Speed Test 3 due September 9 2020
Part 5: Develop and apply professional code of conduct
You are required to work with your team to develop a professional code of conduct that can be used within the Legal Practice Firm.
- Professional code of conduct due October 2 2020
Assessment Task 2
Due Date: October 23 2020
This assessment will provide you with structured virtual workplace learning (WIL) via a variety of initiatives to connect you with industry. The aim of this assessment is to provide you with the opportunity to reflect on your experience in working in a remote legal environment and experiences gained from connecting with industry representatives.
This assessment has to two parts:
Part 1: Logbook
Logbook entries to record and reflect on the sessions of what you learned from connecting with industry representatives both personally and professionally.
Part 2: Work Integrated Learning Report
You are to prepare a written report of approximately 1,500 words reflecting on your learning experiences during the virtual practice firm and the value you gained both personally and professionally to successfully work remotely.
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.
CA - Competency Achieved
NYC - Not Yet Competent
DNS - Did Not Submit for assessment
Course Overview: Access Course Overview