Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term2 2025

Course Code: MKTG7971C

Course Title: Use communication to build relationships

Important Information:

This is a stand alone Unit.

School: 535T Social Care and Health

Campus: City Campus

Program: C5428 - Diploma of Youth Work

Course Contact: Joseph Osimobi

Course Contact Phone: +61 3 9925 1432

Course Contact Email: joseph.osimobi@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

You must be at least 18 years of age by the commencement date of the program

There are no prerequisite subjects required for entry into this qualification. but there are-

Academic Entry Requirements

Successful completion of the Victorian Certificate of Education (VCE) (or equivalent)

OR

At least 6 months’ full time work experience in any field (or part-time equivalent)

Course Description

In this unit students will develop 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 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.

Details of Learning Activities

In-class activities:

• Teacher directed classroom learning activities
• teacher directed group activities/projects
• group discussion
• class activities to review discussions/lectures
• role play
• Guest Speakers

Out-of-class activities:

• independent assessment -based work,
• Reading and research
• independent study
• Placement (only for units which has placement requirement)

Teaching Schedule

Week 1		Introduction to unit -Introduction to 4 assessment tasks -Appropriate communication techniques for clients and colleagues -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 -Respectful communication – what does this look like? -Organisational policies and protocols concerning communication including professional relationship boundaries Providing information
Week 2		-Appropriate communication techniques for clients and colleagues -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 -Respectful communication – what does this look like? -Organisational policies and protocols concerning communication including professional relationship boundaries
Week 3		-Communication needs – recognising and providing support -Interpreter/translation - types of interpretation and translation services specific to the client group, and how to access them -Communication barriers – identifying and addressing factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings -Conflict Feedback re effectiveness of communication (clients, colleagues, external networks) – (includes how to respond to feedback)
Week 4		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
Week 5		Facilitating effective meetings Meeting presentation preparation
Week 6		Review and completion of all assessments

A

Learning Resources

Prescribed Texts

References

Other Resources

The University Library has extensive resources and provides subject specialist expertise, research advice, help with referencing and support through:

The Learning Lab

https://www.rmit.edu.au/students/study-support/learning-lab

The Study Support Hub

https://www.rmit.edu.au/students/study-support/study-support-hub

English for uni workshops

https://www.rmit.edu.au/students/study-support/workshops/english-uni-workshops

Overview of Assessment

This is a stand alone Unit.

Students are given two (2) attempts for each assessment to demonstrate the required 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.

If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Equitable Learning Unit if you would like to find out more (https://www.rmit.edu.au/students/support-and-facilities/student-support/equitable-learning-services)

A student charterhttp://www.rmit.edu.au/about/studentcharter summarises your responsibilities as an RMIT student as well as those of your teachers.

Your course assessment conforms to RMIT assessment principles, regulations, policies, procedures and instructions which are available for review online: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams

Assessment Tasks

Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed competent means you have consistently demonstrated the required knowledge and skills at a standard expected in the workplace. To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory standard. You will receive feedback from the teacher at the conclusion of each assessment task. You will be given two (2) attempts for each assessment to demonstrate the required 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 Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These mapping documents are available through Program Administration if required.

The assessment Rubric is Available in Canvas.

Other Information

Attendance:

Your learning experience will involve class-based teaching, discussion, demonstration and practical exercises

It is strongly advised that you attend all timetabled sessions. This will allow you to engage in the required learning activities, ensuring you the maximum opportunity to complete this course successfully

Placement

To commence your placement which is a mandatory requirement for this course, you need a current working with children check and police check

information about your studies:

You canaccess My Studies through the RMIT websitefor information about timetables, important dates, assessment dates, results and progress, Canvas etc.

https://www.rmit.edu.au/students

Extensions of time for submission of assessable work:

If you are prevented from submitting an assessment on time by circumstances outside your control you may apply for an extension of up to seven (7) calendar days in writing (email) to your Program Coordinator one working day BEFORE the due date. Eligibility criteria for application and the form is available from the link: 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.

Special consideration:

If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.), you may submit an application for special consideration within 5 working days of the due date. If special consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this applicationplease visit www.rmit.edu.au/students/specialconsiderationor speak to your Program Coordinator.

Academic Integrity and Plagiarism:

RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy.

https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/academic-integrity

Credit Transfer and Recognition of Prior Learning:

Credit transfer is the recognition of previously completed formal learning (an officially accredited qualification).

Recognition of Prior Learning (RPL) is an assessment process that allows you to demonstrate competence using the skills you have gained through experience in the workplace, voluntary work, informal or formal training or other life experiences.

Please speak to your teacher if you wish to discuss applying for Credit Transfer or RPL for the unit(s) of competency addressed in this course.

https://www.rmit.edu.au/students/student-essentials/enrolment/apply-for-credit

Course Overview: Access Course Overview