PPP135 Customer Service & Communication 2 (4)
Abstract|
This subject will develop students' knowledge and skills in the area of police communication. Students will be required to undertake class activities and role play scenarios which form a significant part of the subject's learning platform. From experiences obtained from their field placements, students will further develop verbal and non-verbal communication skills in increasingly complex policing scenarios. Furthermore, students will be required to justify and evaluate the effectiveness of such strategies. This Session 2 subject addresses this learning through introductions to key principles and some extension of these through ongoing application. |
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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: PPP135
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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| Prerequisite(s) |
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| PPP128 and PPP129 and PPP130 and PPP131 and PPP137 and PPP138 and PPP139 and PPP140 and PPP141 and PPP142 and PPP143 and PPP144 |
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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 complex policing situations that reflect the diversity of the community
- be able to Identify barriers to effective communication in a number of complex policing situations, and develop strategies to overcome those barriers
- be able to justify and evaluate communication strategies used to overcome those barriers to effective communication
- be able to identify and use key forms of written communication in the police workplace
- be able to demonstrate an understanding of tactical communication
- be able to articulate the purposes which inform key station procedures
- be able to evaluate their practice and develop strategies for improving that practice
- be able to apply an effective model of conflict resolution in a number of policing situations
- be able to demonstrate and evaluate professional and helpful practice when dealing with victims, witnesses, the community and NSWP colleagues
- be able to demonstrate the ability to take appropriate action and justify such when dealing with victims, witnesses, the community and NSWP colleagues
- be able to describe the key principles within each relevant (ADPP Session 1 and Session 2) 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
- Listening
- Interpersonal relations
- Empathy & disclosure
- Assertiveness
- Conflict Management
- Telephone Messages
- Role plays
- Police notebooks
- Cross cultural communication
- Communicating with the mentally ill
- 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.
