Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2020
Course Code: MKTG7970C
Course Title: Use communication to build relationships
School: 375T Vocational Design and Social Context
Campus: City Campus
Program: C4363 - Certificate IV in Community Services
Course Contact: Melinda Brown
Course Contact Phone: 9925 4580
Course Contact Email: Melinda.Brown@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 course 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 course 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.
This course is delivered and assessed in a cluster with:
CHCDIV001 - Work with diverse people
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
On successful completion of this course you will have developed the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
This course involves classes where information is shared through talks and discussions, and workshops where exercises are conducted to apply learning. Time is spent during classes for students to work on group and individual assessment tasks.
Teaching Schedule
Week 1 |
Developing communication skills and addressing communication needs
|
Week 2 |
Diversity in the Workplace
|
Week 3 |
Communication and diversity in the workplace
|
Week 4 |
Conflict Resolution
|
Week 5 |
Preparing written communications and using digital media in community services
|
Week 6 |
Facilitating workplace meetings
|
Week 7 |
Meeting Presentation Workshop
|
Week 8 |
Meeting Presentation Workshop
|
Week 9 |
Evaluation, review and reflection
|
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
This course is delivered and assessed in a cluster with Work with diverse people (CHCDIV001).
Assessment task 1: Simulated Workplace Portfolio of evidence
Assessment task 2: Case study and report
Assessment task 3: Online quiz
Assessment task 4: Meeting presentation
Assessment Tasks
Assessment task 1: Simulated Workplace Portfolio of evidence
Assessment task 2: Case study and report
Assessment task 3: Online quiz
Assessment task 4: Meeting presentation
Assessment Matrix
The assessment matrix is located in canvas at the end of each assessment task.
Other Information
Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters: rmit.edu.au/students
Course Overview: Access Course Overview