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PPP139 Customer Service & Communication 1A (4)

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 1A subject addresses this learning through introductions to key principles and some extension of these through ongoing application of communication skills. This scaffolds students towards the Session 1B PPP143 Customer Service and Communication subject in which such communication skills are extended and deepened

 

+ Subject Availability Modes and Location

Term 2
Distance*Goulburn Campus
Term 3
Distance*Goulburn Campus
*This subject offering contains a residential school. Please view following information for further details.
Continuing students should consult the SAL for current offering details: PPP139
Where differences exist between the Handbook and the SAL, the SAL should be taken as containing the correct subject offering details.

Subject information

Duration Grading System School:
One termHD/FLSchool of Policing Studies

Enrolment restrictions

Available only to students in the Associate Degree in Policing Practice.  Students will require internet access.

Learning Outcomes

Upon 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 identify and use key forms of written communication in the police workplace.
  • be able to explain the Customer Service Charter
  • be able to explain the underpinning principles of the Customer Service Charter
  • be able to explain the importance of police accessibility in their dealings with the community
  • be able to demonstrate professional and helpful practice when dealing with victims, witnesses, the community and NSWP colleagues
  • be able to demonstrate the ability to take appropriate action when dealing with victims, witnesses, the community and NSWP colleagues
  • be able to explain the importance of keeping victims, witnesses and community members informed concerning their relevant police matter
  • be able to describe the key principles within each relevant (ADPP Session 1A) 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

Syllabus

The subject will cover the following topics:
  • Handling telephone inquiries and using the police radio
  • Counter inquiries
  • The communication process involving intrapersonal and interpersonal communication
  • Verbal and non verbal communication
  • Barriers to communication
  • Empathy and disclosure
  • Listening
  • Police notebooks
  • Customer service guidelines
  • Customer Service Charter
  • Charter of Victims Rights
  • Customer service related to welfare inquiries
  • Standard police reports
  • Communicating with children/youth
  • Role plays
  • Critical reflection

Residential School

This subject contains a compulsory 8 day residential school. Lectures, tutorials, practical simulations & role plays to provide practice and application opportunity.

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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.