Course Title: Lead communication in the workplace
Part B: Course Detail
Teaching Period: Term1 2024
Course Code: EMPL5992C
Course Title: Lead communication in the workplace
Important Information:
Please note that this course may have compulsory in-person attendance requirements for some teaching activities.
To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.
Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.
Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus
Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.
See Canvas
School: 525T Business & Enterprise
Campus: City Campus
Program: C5406 - Diploma of Business
Course Contact: Jeremy Glover
Course Contact Phone: +61 3 9925 1425
Course Contact Email: jeremy.glover@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Kanwalpreet Nijhar
Course Leader
kanwalpreet.nijhar@rmit.edu.au
Nominal Hours: 50
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 required to lead communication in the workplace within any industry.
This unit has a specific focus on the communication skills required for team leaders with responsibility for other workers.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBXCM501 Lead communication in the workplace |
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Element: |
1. Establish communication protocols |
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Performance Criteria: |
1.1 Analyse internal and external information needs relevant to workplace 1.2 Develop or structure communication protocol(s) to meet organisational information needs and goals 1.3 Identify ways to adapt communication protocols to suit various contexts 1.4 Prepare materials to support and/or implement communication protocols
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Element: |
2. Coordinate effective communication |
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Performance Criteria: |
2.1 Direct others to communicate according to organisational requirements and goals 2.2 Explain complex information to positively influence others 2.3 Motivate others to communicate respectfully, considering the needs of all, including those from diverse backgrounds 2.4 Identify and address any communication challenges to remove barriers to understanding |
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Element: |
3. Present and negotiate persuasively |
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Performance Criteria: |
3.1 Identify and use a variety of communication styles relevant to varying audiences 3.2 Present information in a succinct, clear and persuasive manner 3.3 Evaluate differences in perspective and critically examine outcomes 3.4 Negotiate towards a final outcome with a focus on key outcomes 3.5 Confirm and implement outcomes of negotiation or communication using appropriate methods |
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Element: |
4. Review communication practices |
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Performance Criteria: |
4.1 Provide mentoring to others to assist them in achieving communication goals 4.2 Obtain feedback from a variety of sources to manage the outcomes of communications and negotiations 4.3 Identify and document areas for improvement in communication for team or organisational practices 4.4 Implement plans to improve communication processes |
Learning Outcomes
This course is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to lead communication in the workplace within any industry.
Details of Learning Activities
Details of Learning Activities
A range of learning activities are provided in this course. These include collaborative classroom based activities and online self-paced activities.
Classroom: The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated workplace environment. We expect you to participate and contribute in all scheduled learning activities.
Pre-Class: This is online, by logging on to your Canvas course, and includes required pre-class reading and activities. Other self-paced activities will be delivered through various technology platforms. These may include your contribution to discussion threads, reflective journals, quizzes and interactive sessions.
Sessions: There is one face-to-face classroom session for this unit each week which includes tutorials and workshops. There are additional activities to support learning and research.
Teaching Schedule
Week |
Topic |
Readings and Activities |
Assessment |
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Week 1
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This week we will cover course requirements and support documents / resources. Including:
This week's topics:
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Reading:
Activity:
Week1 learning activities |
Extensions / Resubmissions |
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Week 2
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This week's topics
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Reading:
Activity:
Creating an unmatched customer experience
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Assessment task 1 review |
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Week 3
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q8 |
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Week 4
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q2, Q3 Q5 Task 3 Part 2 |
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Week 5
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q10 Week 5 Quiz on Canvas |
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Week 6
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q6 Task 2 Part 1 – role play preparation |
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Week 7
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q15 |
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Week 8
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q4, Q16 Task 2 Part 4
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Week 9
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q14 Task 2 Part 2 Q1a) |
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Week 10
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q 11 Q12 Task 2 Part 2 Q1 b),c), Q2 |
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Week 11
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This week we will cover the following topics:
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Reading:
Activity:
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Task 1 Q1, Q9 Task 2 Part 3 a), b) c) |
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Week 12
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This week we will cover the following topics:
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Reading:
Activity:
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Assessment task 1 due end of this week.
Task 1 Q 16, Q17 Task 2 Part 5 Part 6 |
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Week 13
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This week we will cover the following topics:
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Reading: Activity: |
Workshop assessment task 3 Part 1 and Part 3 |
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Week 14
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Reading: Activity: Observed role plays |
Assessment task 2 due end of this week Observed role plays |
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Week 15
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Reading: Activity:
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Assessment task3 due end of this week |
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Week 16
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This week will be dedicated to re-submission of assessments if needed. |
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Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
In order to achieve competency in this unit, you must provide:
Performance Evidence
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria, and range of conditions of this unit, including on at least one occasion, evidence of the ability to:
- collate research on internal and external communication needs
- develop and implement communication protocols in accordance with organisational requirements
- present information in a persuasive and professional manner
- apply negotiation techniques to reach desired outcomes
- address communication challenges for continuous improvement.
Knowledge Evidence
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements and performance criteria of this unit. This includes knowledge of:
- legislative requirements relevant to workplace communication
- organisational requirements relevant to workplace communication (including digital form):
- workplace policies
- codes of conduct
- organisational reputation and culture
- techniques to resolve communication challenges
- methods to mentor and coach others
- key principles of cross-cultural communication and communication with individuals with special needs or disabilities
- communication protocols relevant to organisational information needs:
- internal and external communication guides
- risk based/emergency communication guides
- style/formatting of communication guides
- processes for allocation of responsibilities for standard communication
- communication challenges relevant to performance evidence:
- conflicts with clients or team members
- potential risks or safety hazards
- unethical or inappropriate communication
- appropriately framing organisational messaging
- key relevant features of:
- different communication styles
- different communication methods
- relevant cross cultural communication techniques
- negotiation and conflict resolution techniques.
Assessment Conditions
Mandatory conditions for assessment include:
- A safe working or simulated environment
Assessors of this unit must satisfy the assessor requirements in applicable vocational education and training legislation, frameworks and/or standards.
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. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.
You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.
Assessment Tasks
Assessment Task 1 - Knowledge Questions
Due Week 12
Summary and Purpose of Assessment
This assessment is Assessment Task one (1) of three (3) assessment tasks in this cluster of two courses: BSBOPS505 Manage organisational customer service and BSBXCM501 Lead communication in the workplace. All three (3) assessment tasks must be satisfactorily completed to be deemed competent in these two courses.
This assessment will assess student’s knowledge in communication in the workplace and as it applies to good customer service.
Assessment Task 2 - Customer Service
Due week 14
Summary and Purpose of Assessment
This assessment is Assessment Task one (2) of three (3) assessment tasks in this cluster of two courses: BSBOPS505 Manage organisational customer service and BSBXCM501 Lead communication in the workplace. All three (3) assessment tasks must be satisfactorily completed to be deemed competent in these two courses.
Completing this activity will allow students to demonstrate their knowledge and ability to deliver customer service in an organisation and their skills in negotiating with customers to resolve issues. The role play activities allow students to demonstrate customers service management and effective communication skills.
Assessment Task 3 - Communication Protocols
Due week 15
Summary and Purpose of Assessment
This assessment is Assessment Task three (3) of three (3) assessment tasks in this cluster of two courses: BSBOPS505 Manage organisational customer service and BSBXCM501 Lead communication in the workplace. All three (3) assessment tasks must be satisfactorily completed to be deemed competent in these two courses.
Completing this activity will allow students to demonstrate their knowledge and ability to develop and use protocols that support communicate effectively in an organisation.
Assessment Matrix
The assessment matrix that maps all the assessments is available on Canvas.
Other Information
Submission Requirements
You should:
• Ensure that you submit assessments on or before the due date via Canvas.
• 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.
Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.
Extension of Time. If you are prevented from submitting an assessment item on time by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.
More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Form to use is found in the section "How to apply."
Special Consideration. Where more than seven days is needed, you must apply for Special Consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration
Resubmission (VE Programs)
If you are found to be Not Yet Competent in a course assessment task (or you do not submit the assessment tasks/attend the assessment) 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 in Canvas.
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.
Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment.
More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment
Marking Guide (Competency):
You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying. You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.
- CA Competency Achieved
- NYC Not Yet Competent
- DNS Did Not Submit for assessment
Course Overview: Access Course Overview