PPP130 Customer Service & Communication 1 (8)
Abstract
This subject will develop key communication strategies necessary for the conduct of general duties policing. Through an experiential learning approach, students will identify barriers to communication and then develop strategies to overcome these barriers. Throughout, students will be required to apply a reflective approach in order to extend and improve their communication practices in a variety of policing situations. In addition, this subject has incorporated the NSW Police Force Customer Service Guidelines which requires NSWP employees to achieve government customer service objectives. This Session 1 subject addresses this through introductions to key principles and some extension of these through ongoing application of communication skills. This scaffolds students towards the Session 2 PPP135 Customer Service and Communication 2 subject in which such communication skills are extended and deepened.
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+ Subject Availability Modes and Location
| Term 1 | | Internal | Goulburn Campus | Term 2 | | Internal | Goulburn Campus | Term 3 | | Internal | Goulburn Campus |
Continuing students should consult the SAL for current offering details: PPP130
Where differences exist between the Handbook and the SAL, the SAL should be taken as containing the correct subject offering details.
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Subject information| Duration | Grading System | School: |
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| One term | HD/FL | School of Policing Studies |
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Enrolment restrictions|
Available only to students in the Associate Degree in Policing Practice. Students will require internet access. |
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Learning OutcomesUpon successful completion of this subject, students should:
- be able to identify, apply and evaluate effective communication strategies in a number of common policing situations that reflect the diversity of the community
- be able to Identify barriers to effective communication in a number of common policing situations, and develop strategies to overcome those barriers
- be able to develop and apply an effective model of conflict resolution
- be able to identify and use key forms of written communication in the police workplace
- explain the Customer Service Charter
- explain the underpinning principles of the Customer Service Charter
- explain the importance of police accessibility in their dealings with the community
- demonstrate professional and helpful practice when dealing with victims, witnesses, the community and NSWP colleagues
- demonstrate the ability to take appropriate action when dealing with victims, witnesses, the community and NSWP colleagues
- explain the importance of keeping victims, witnesses and community members informed concerning their relevant police matter
- be able to demonstrate an understanding of tactical communication
- be able to describe the key principles within each relevant (ADPP Session 1) subject
- be able to apply these key principles through ongoing integrated classroom and practical policing scenarios
- be able to improve performance through evaluation and critical reflection
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SyllabusThe subject will cover the following topics:
- Interpersonal/intrapersonal communication and associated barriers
- Standard police reports
- Listening
- Empathy & disclosure
- Assertiveness
- Conflict Management
- Communicating with children/youth
- Cross cultural communication
- Customer Service Guidelines
- Customer Service Charter
- Charter of Victims rights
- Role plays
- Police notebooks
- Critical reflection
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The information contained in the 2015 CSU Handbook was accurate at the date of publication: 01 October 2015. The University reserves the right to vary the information at any time without notice.
