Course Title: Use communication to build relationships
Part B: Course Detail
Teaching Period: Term1 2019
Course Code: MKTG7971C
Course Title: Use communication to build relationships
School: 365T Global, Urban and Social Studies
Campus: City Campus
Program: C4364 - Certificate IV in Alcohol and Other Drugs
Course Contact: Chris Walters
Course Contact Phone: +61 3 9925 8268
Course Contact Email: chris.walter@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
In this unit you 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
This course is part of the cluster "Communication and Diversity" and is delivered and assessed with:
- Work with diverse people CHCDIV001
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 develop the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
In class: Class lectures and exercises, group discussion, role plays and practical demonstrations.
Teaching Schedule
Week 1 |
Communicate with clients and co-workers What is professional communication? Verbal, non-verbal, visual and written communication. Active listening Demonstrating respect during communication Upholding rights during communication Providing information Communication policies and procedures eg: email communication policy, social media policy.
|
Week 2 |
Communicate with people from diverse backgrounds and situations, promote understanding across diverse groups and Address communication needs
|
Week 3 |
Appreciate diversity and inclusivity and their benefits and reflect on own perspectives.
|
Week 4 |
Facilitate meetings and continuous improvement practices
|
Week 5 |
Catch up and assessment time |
Week 6 |
Role play time |
Learning Resources
Prescribed Texts
References
Other Resources
None.
Overview of Assessment
Assessment task 1: question and answer (individual)
Assessment task 2: case study (individual)
Assessment task 3: in class debate (group)
Assessment Tasks
Assessment task 1: Reflect on personal perspectives when working with diversity and answer questions on template.
Assessment task 2: Facilitate a meeting (individual)
Assessment task 3: in class debate (group)
Assessment Matrix
Students will have access to a marking rubric for reference at the time that assessment tasks are distributed.
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