PPP143 Customer Service & Communication 1B (4)
Abstract
This subject develops further key communication strategies necessary for the conduct of general duties policing. 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, through undertaking this subject students learn and apply communication strategies such as assertiveness, conflict management and resolution, managing and resolving conflict in policing and multicultural communication. This session 1B subject addresses this learning through introduction to key principles and some extension of these through ongoing application. This scaffolds students towards the S2 subject PPP135 Customer Service and Communication 2 in which such communication skills are extended and deepened.
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+ Subject Availability Modes and Location
| Term 1 | | Distance* | Goulburn Campus | 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: PPP143
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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| PPP137 and PPP138 and PPP139 and PPP140 |
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Learning OutcomesUpon successful completion of this subject, students should:
- be able to articulate key issues related to the police role in victim care.
- 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.
- explain and apply the Customer Service Charter
- 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 (COPS, CIDS, fact sheets).
- be able to describe the key principles within each relevant (ADPP Session 1A and Session 1B) 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:
- Assertiveness
- Conflict management and resolution
- Managing and resolving conflict in policing
- Customer Service Charter
- Multicultural communication
- Role plays
- Critical reflection
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Residential School| This subject contains a compulsory 8 day residential school.
Lectures, tutorials, practical simulations & role plays tp 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.
