Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term1 2024

Course Code: MKTG7970C

Course Title: Use communication to build relationships

School: 535T Social Care and Health

Campus: City Campus

Program: C4432 - Certificate IV in Community Services

Course Contact: Melinda Brown

Course Contact Phone: +61 3 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 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.


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 and applied the skills and knowledge required to demonstrate competency in the above elements. 


Details of Learning Activities

Learning activities will include:

 

Practical demonstrations
Online Discussion Forums, Groupwork and Quizzes
Analysis/critique of relevant reading material
Workshops, group discussion
Peer learning
Guest lecture/presentation
Research activities
Group activities/projects
Simulated workplace activities

 


Teaching Schedule

Course Schedule:    Use communication to build relationships            

Semester 1: 2024

Week

Topic

 

Week 1

 

Developing communication skills 

  • Communication  Process & Channels: Digital Inclusion
  • Effective Client-Colleague Communication Techniques
  • Barriers: Understanding, Overcoming Communication Hurdles
  • Active Listening: Skill Development for Engagement
  • Overview of Assessment tasks
 Overview of Assessment tasks

Week 2

Addressing communication needs 

  • Respectful Communication: Diversity, Rights Upheld
  • Legal & Ethical: Human Rights, Privacy
  • Diversity Communication: Policies, Procedures
  

Week 3

 

Communication skills in the workplace

  • Client, Co-worker Communication
  • Respectful, Inclusive Communication Approach
  • Representing  Organisations 
  • Information Sharing: Communication  Policies, Protocols

 

Week 4

Working with Diverse People

  • Specific Communication Needs/Addressing Communication Needs/Working with Diversity 
  • Access Interpreters, Translators

 

Week 5

 

Conflict Resolution

  • Identify & address Communication  Barriers
  • Manage Conflict, Refer Appropriately
  • Apply Conflict Resolution Methods
  • Feedback: Improve Communication Effectiveness
  • Setting Healthy Worker Boundaries

 

Week 6

Preparing written communications and using digital media in community services 

  • Organisational  Correspondence, Style Guides 
  • Privacy, Copyright, Intellectual property Protection
  • Workplace Digital Media Protocols
  • Effective Networking
  • Assessment task 2 explanation

 

Week 7

 

Facilitating workplace meetings

  • Oral Communication/presenting information
  • Group facilitation skills
  • Developing agendas and inviting participants to meetings
  • Chairing meetings, including dealing with conflict and encouraging participation
  • Meeting communication protocols i.e. minutes

 

 

Week 8

Prepare for Assessment Task 1

  • Seeking feedback from participants

Assessment task 2: Knowledge Questions due 

Week 9

Assessment task 1: Meeting Facilitation  Roleplay 

Assessment 1: Meeting Facilitation Roleplay-  in class

Week 10

 Assessment task 1: Meeting Facilitation  Roleplay 

 

Week 11

 

 Assessment task 1: Meeting Facilitation  Roleplay 

 

Week 12

Assessment task 1: Meeting Facilitation  Roleplay 

Assessment 1: Written components due

 

 

* Syllabus may change at teachers discretion

 


Learning Resources

Prescribed Texts


References


Other Resources

Learning materials will be provide in canvas


Overview of Assessment

There are two individual assessment tasks consisting of role plays, and short answer questions. 


Assessment Tasks

You will be given two (2) attempts for each assessment to demonstrate the required knowledge and skills. A third (3rd) attempt can only be offered after discussions between teacher and the Program Coordinator and is not automatic. Resubmissions beyond two (2) attempts are at the discretion of the teacher and/or coordinator.

 

Assessment task 1: Facilitate and review a meeting

The assessment requires you to demonstrate your verbal and written inclusive and respectful communication skills by planning and conducting a simulated workplace meeting. You will also review your performance by receiving and reflecting on feedback.

 

Assessment task 2: Knowledge Questions

 

You need to respond to 6 questions to demonstrate your knowledge and apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust in a community services worker role.


Assessment Matrix

A marking rubric for each assessment task is located on Canvas

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