Overview
This unit introduces you to professional communication skills within social work and the human services industry. You will acquire knowledge about the cultural context of communication. You will develop an understanding of the nature and contexts of professional helping relationships and how these differ from non-professional relationships; the importance of the working alliance and communication; the use of self; and how to facilitate self-determination when communicating. You will develop practical skills and knowledge in professional active listening skills, and in reflective practice and writing. You will be required to participate in assessable tasks in the relevant residential to complete the requirements of this unit. Attendance at residential is compulsory and is required under the Australian Social Work Education and Accreditation Standards 2020.
Details
Pre-requisites or Co-requisites
There are no requisites for this unit.
Important note: Students enrolled in a subsequent unit who failed their pre-requisite unit, should drop the subsequent unit before the census date or within 10 working days of Fail grade notification. Students who do not drop the unit in this timeframe cannot later drop the unit without academic and financial liability. See details in the Assessment Policy and Procedure (Higher Education Coursework).
Offerings For Term 2 - 2026
Attendance Requirements
All on-campus students are expected to attend scheduled classes - in some units, these classes are identified as a mandatory (pass/fail) component and attendance is compulsory. International students, on a student visa, must maintain a full time study load and meet both attendance and academic progress requirements in each study period (satisfactory attendance for International students is defined as maintaining at least an 80% attendance record).
Recommended Student Time Commitment
Each 6-credit Undergraduate unit at CQUniversity requires an overall time commitment of an average of 12.5 hours of study per week, making a total of 150 hours for the unit.
Class Timetable
Assessment Overview
Assessment Grading
This is a graded unit: your overall grade will be calculated from the marks or grades for each assessment task, based on the relative weightings shown in the table above. You must obtain an overall mark for the unit of at least 50%, or an overall grade of 'pass' in order to pass the unit. If any 'pass/fail' tasks are shown in the table above they must also be completed successfully ('pass' grade). You must also meet any minimum mark requirements specified for a particular assessment task, as detailed in the 'assessment task' section (note that in some instances, the minimum mark for a task may be greater than 50%). Consult the University's Grades and Results Policy for more details of interim results and final grades.
All University policies are available on the CQUniversity Policy site.
You may wish to view these policies:
- Grades and Results Policy
- Assessment Policy and Procedure (Higher Education Coursework)
- Review of Grade Procedure
- Student Academic Integrity Policy and Procedure
- Monitoring Academic Progress (MAP) Policy and Procedure - Domestic Students
- Monitoring Academic Progress (MAP) Policy and Procedure - International Students
- Student Refund and Credit Balance Policy and Procedure
- Student Feedback - Compliments and Complaints Policy and Procedure
- Information and Communications Technology Acceptable Use Policy and Procedure
This list is not an exhaustive list of all University policies. The full list of University policies are available on the CQUniversity Policy site.
Feedback, Recommendations and Responses
Every unit is reviewed for enhancement each year. At the most recent review, the following staff and student feedback items were identified and recommendations were made.
Feedback from SUTE Unit Comments
The teachings for the Assessment 3 didn't line up and found I had to find relevant text to go with the questions.
Review content related to assessment 3 and organise Moodle site in alignment.
- Apply effective professional listening and active listening communication skills
- Describe and demonstrate the working alliance; self-determination and the use of self; when communicating in a professional context
- Demonstrate critically reflective practice in relation to professional active listening communication skills
- Apply cross cultural awareness and knowledge when communicating with culturally diverse groups, including Australian Aboriginal and Torres Strait Islanders.
Australian Association of Social Workers
Alignment of Assessment Tasks to Learning Outcomes
| Assessment Tasks | Learning Outcomes | |||
|---|---|---|---|---|
| 1 | 2 | 3 | 4 | |
| 1 - On-campus Activity - 0% | ||||
| 2 - Practical and Written Assessment - 60% | ||||
| 3 - Written Assessment - 40% | ||||
Alignment of Graduate Attributes to Learning Outcomes
| Graduate Attributes | Learning Outcomes | |||
|---|---|---|---|---|
| 1 | 2 | 3 | 4 | |
| 1 - Communication | ||||
| 2 - Problem Solving | ||||
| 3 - Critical Thinking | ||||
| 4 - Information Literacy | ||||
| 5 - Team Work | ||||
| 6 - Information Technology Competence | ||||
| 7 - Cross Cultural Competence | ||||
| 8 - Ethical practice | ||||
| 9 - Social Innovation | ||||
| 10 - First Nations Knowledges | ||||
| 11 - Aboriginal and Torres Strait Islander Cultures | ||||
Alignment of Assessment Tasks to Graduate Attributes
| Assessment Tasks | Graduate Attributes | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | |
| 1 - On-campus Activity - 0% | |||||||||||
| 2 - Practical and Written Assessment - 60% | |||||||||||
| 3 - Written Assessment - 40% | |||||||||||
Textbooks
There are no required textbooks.
IT Resources
- CQUniversity Student Email
- Internet
- Unit Website (Moodle)
All submissions for this unit must use the referencing style: American Psychological Association 7th Edition (APA 7th edition)
For further information, see the Assessment Tasks.
h.hickson@cqu.edu.au
Week 1
Begin Date: 13 Jul 2026Module/Topic
Communication in Human Services and the Therapeutic Alliance
Chapter
Healy, K. (2018). The Skilled Communicator in Social Work, Palgrave, London: Chapter 1 and 2
Geldard, D., Geldard, K., & Foo, R. (2017). Basic Personal Counselling, Pearson, Sydney: Chapter 2
Harms, L. (2015). Working with people: communication skills for reflective practice, Chapter 4
Review the Moodle site and click on all the links.
Find out what is in Student Support?
Find out how to find the Library?
Click on the link and learn what is in the Academic Learning Centre.
Readings and activities as outlined in module.
Events and Submissions/Topic
Recorded presentations:
Welcome and Unit Introduction.
Weekly lecture/tutorial.
Activity: Access the General Discussion page and introduce yourself to your colleagues by providing your name and maybe why you are studying this unit and course.
Assessments: Review the assessment tasks and make a study plan.
Foundations of Academic Integrity Program: Complete your annual program.
Announcements and Discussion Forums: Check for posts and updates.
Week 2
Begin Date: 20 Jul 2026Module/Topic
The use of self, self determination and empathy
Chapter
Geldard, D., Geldard, K., & Foo, R. (2017). Basic Personal Counselling, Pearson, Sydney: Chapter 3 and 4
AASW Code of Ethics 2020
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch short video and skim read power point notes.
Reflective practice discussion forum post
Zoom/Teams – Tutorial and unit content and assessments
Assessment 1 – Start your literature searching and preparing assessment.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important communications.
Week 3
Begin Date: 27 Jul 2026Module/Topic
Active Listening Skills - Attending and Following Skills
Chapter
Geldard, D., Geldard, K., & Foo, R. (2017). Basic Personal Counselling, Pearson, Sydney: Chapters 5-6
Bolton, R. (1986). People skills: how to assert yourself, listen to others, and resolve conflicts
Healy, K. (2018). The Skilled Communicator in Social Work, Palgrave, London, Chapter 4
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch short video demonstrations about active listening skills and skim read power point slides.
Reflective practice discussion forum post
Zoom/Teams – Tutorial and unit content and assessments
Census Date is next week. If you are struggling, please contact your Unit Coordinator for help.
Assessment 1 – Read the literature to identify the credibility of the evidence and continue preparing your assessment.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for importan
Week 4
Begin Date: 03 Aug 2026Module/Topic
Active Listening Skills: Reflection skills
Chapter
Geldard, D., Geldard, K., & Foo, R. (2017). Basic Personal Counselling, Pearson, Sydney: Chapter 7 and 8
Bolton, R 1986, People skills: how to assert yourself, listen to others, and resolve conflicts
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch two video demonstrations about reflective skills and power point slides.
Reflective practice discussion forum post
Zoom/Teams – Tutorial and unit content and assessments
Census Date – Tuesday Week 4
Assessment 1 – Read the literature to identify the credibility of the evidence and continue preparing your assessment. You might wish to seek assessment preparation help from the Academic Learning Centre and/or Studiosity.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important communications.
Week 5
Begin Date: 10 Aug 2026Module/Topic
Preparation for Residential School. Pre-reading, watch videos, moodle learning activities
Chapter
Readings and activities as outlined in module.
Events and Submissions/Topic
Zoom/Teams – Tutorial and unit content and assessments
Assessment 1 – Check the originality of your assessment through Turnitin and make relevant changes to your
assessment after reviewing your originality report.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important
Week 6
Begin Date: 17 Aug 2026Module/Topic
Active Listening Skills – Attendance at Residential School.
Chapter
Readings and activities as outlined in module.
Events and Submissions/Topic
Attendance at Residential School.
Zoom/Teams – Tutorial and unit content and assessments
Assessment – Check the originality of your assessment through Turnitin and make relevant changes to your
assessment after reviewing your originality report.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important
Vacation Week
Begin Date: 24 Aug 2026Module/Topic
Vacation week
Chapter
Please use this mid-term break as an opportunity to rest and recover. Enjoy your break!
Events and Submissions/Topic
No timetabled learning activities. Please use this week to progress your assessments.
Week 7
Begin Date: 31 Aug 2026Module/Topic
SW values and communication
Chapter
AASW Code of Ethics
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch recorded lecture and read notes.
Reflective practice discussion forum post
Assessment 2 – Read the literature to identify the credibility of the evidence and continue preparing your assessment. You might wish to seek assessment preparation help from the Academic Learning Centre and/or Studiosity.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important communications.
Week 8
Begin Date: 07 Sep 2026Module/Topic
Gender and Communication
Chapter
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch video and power point slides.
Reflective practice discussion forum post
Assessment – Read the literature to identify the credibility of the evidence and continue preparing your assessment. You might wish to seek assessment preparation help from the Academic Learning Centre and/or Studiosity.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important communications.
Attendance at Residential School (Pass/Fail) Due: Week 8 Wednesday (9 Sept 2026) 4:00 pm AEST
Week 9
Begin Date: 14 Sep 2026Module/Topic
Culture and Communication
Chapter
Healy, K. (2018). The Skilled Communicator in Social Work, Palgrave, London, Chapter 6
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch video about culture and communications and read power point slides.
Reflective practice discussion forum post
Zoom/Teams – Tutorial and unit content and assessments
Assessment – Check the originality of your assessment through Turnitin and make relevant changes to your
assessment after reviewing your originality report.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important
Demonstration of Active Listening Skills Due: Week 9 Wednesday (16 Sept 2026) 4:00 pm AEST
Week 10
Begin Date: 21 Sep 2026Module/Topic
Aboriginal and Torres Strait Islander Communication
Chapter
Bennett et al. (2013). Our voices: Aboriginal and Torres Strait Islander social work. Chapter 7.
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch video and power point slides.
Reflective practice discussion forum post
Zoom/Teams – Tutorial and unit content and assessments
Assessment – Check the originality of your assessment through Turnitin and make relevant changes to your
assessment after reviewing your originality report.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important
Week 11
Begin Date: 28 Sep 2026Module/Topic
Communication across the Life Span
Chapter
Healy, K. (2018). The Skilled Communicator in Social Work, Palgrave, London, Chapter 7 and 8
Readings and activities as outlined in module.
Events and Submissions/Topic
Look at power point slides.
Reflective practice discussion forum post
Student Unit and Teaching Evaluation survey – We encourage you to provide feedback about your unit and teaching experiences in this unit. The survey opens Week 11 and closes one week before release of grades.
Zoom/Teams – Tutorial and unit content and assessments
Assessment – Check the originality of your assessment through Turnitin and make relevant changes to your
assessment after reviewing your originality report.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important
Week 12
Begin Date: 05 Oct 2026Module/Topic
Reflective practice in Human Services
Chapter
Foote, S & Quinney, A & Taylor, M. (2013). The Social Work Assignments Handbook, Chapter 3
Readings and activities as outlined in module.
Events and Submissions/Topic
Watch short video about reflective writing and read power point slides.
Reflective practice discussion forum post
Zoom/Teams – Tutorial and unit content and assessments
Assessment – Check the originality of your assessment through Turnitin and make relevant changes to your
assessment after reviewing your originality report.
Announcement and Discussion Forums – Check for posts and updates.
Student email – Check your student email at least twice per week for important
Student Unit and Teaching Evaluation survey – Please complete the unit evaluation survey.
Congratulations on completing this unit. Don’t forget to check your unit enrolments for next term.
Professional communication with First Nations service users Due: Week 12 Wednesday (7 Oct 2026) 4:00 pm AEST
Exam Week
Begin Date: 12 Oct 2026Module/Topic
Chapter
Events and Submissions/Topic
Vacation/Exam Week
Begin Date: 19 Oct 2026Module/Topic
Chapter
Events and Submissions/Topic
This unit includes a compulsory residential school that will be held in Rockhampton, QLD and Geraldton, WA.
As this unit is offered online and face-to-face, students are asked to prepare their own individual study plan to undertake self-led and self-directed study throughout the term. A key to your success is a strategic self-directed approach to learning and regular contact with your Unit Coordinator/s. Please check the Announcements and Discussion forums at least twice a week – there will be regular announcements about assessments and unit resources throughout the term and reviewing this information is essential to unit knowledge and your success. CQUniversity communicates with students through CQUniversity email. We recommend that you access your CQUniversity email at least twice a week so that you do not miss vital information about your studies.
1 On-campus Activity
Aim
This assessment allows you to develop and demonstrate your active listening skills with your student peers in group work activities during the residential school. Attending and completing the five-day residential school is a compulsory requirement of this unit. The residential school is delivered face-to-face on-campus at Rockhampton, QLD and Geraldton, WA.
This is non-negotiable and the dates cannot be changed.
Participation in all learning activities and completion of the residential school are compulsory requirements of this unit.
The residential school will be held from Wednesday 19th August 2026 to Sunday 23rd August 2026 from 9:00am – 5:00pm each day. The session on Sunday, 23rd August, will conclude at 2 pm. Please note that leaving before this time is not permitted.
Minimum Pass Criteria
· You must assessments 1 and 3 to pass the unit.
AND
· In the event you are eligible for a supplementary assessment, all assessment tasks must be reasonably attempted in this unit
Week 8 Wednesday (9 Sept 2026) 4:00 pm AEST
Upload evidence of attendance at residential school
Week 11 Wednesday (30 Sept 2026)
Assessment criteria will be available on the Moodle site
- Apply effective professional listening and active listening communication skills
- Describe and demonstrate the working alliance; self-determination and the use of self; when communicating in a professional context
- Communication
- Team Work
- Ethical practice
2 Practical and Written Assessment
Type: Practical and Written Assessment
Instructions
Please refer to the assessment task instructions on the unit Moodle site.
Academic Integrity
1. You must abide by the principles of academic integrity (see Student Academic Integrity Policy and Procedure). Completion of this assessment with another party or sharing of responses is not permitted at any time.
2. The use of any generative artificial intelligence is permitted as per Level 2 (AI planning) AI Assessment scale tool indicators:
a. Gen AI content editing and proofreading.
b. Checking spelling and grammar.
c. CQUniversity’s Gen AI tools approved for use in this assessment are Microsoft Copilot (protected version), Studiosity and Grammarly.
3. Any use of Gen AI software:
a. Must be cited in the relevant sections.
b. Must be referenced as per APA 7th guidelines.
You must complete the declaration of Gen AI use on the title page of your assessment.
Extensions
Extensions to this assessment are available as per policy. The 72-hour grace period does apply to this assessment.
Minimum Pass Criteria
You must achieve a cumulative grade of 49.5% across all assessments and pass assessments 1 and 3 to pass this unit.
In the event you are eligible for a supplementary assessment, all assessment tasks must be reasonably attempted in this unit.
Week 9 Wednesday (16 Sept 2026) 4:00 pm AEST
Submit assessment via Moodle
Week 12 Wednesday (7 Oct 2026)
Assessment criteria will be available on the Moodle site
- Apply effective professional listening and active listening communication skills
- Demonstrate critically reflective practice in relation to professional active listening communication skills
- Communication
- Critical Thinking
- Information Literacy
- Team Work
- Ethical practice
3 Written Assessment
Type: Written Assessment
Aim
The aim of this assessment is for you to demonstrate your knowledge about cross-cultural communication, with a particular focus on working with First Nations service users. You will explore effective communication strategies and understand the cultural approaches that influence working with First Nations communities.
Instructions
See Moodle for more information about the steps required to complete this assessment task.
Academic Integrity
1. You must abide by the principles of academic integrity (see Student Academic Integrity Policy and Procedure). Completion of this assessment with another party or sharing of responses is not permitted at any time.
2. The use of any generative artificial intelligence is permitted as per Level 2 (AI planning) AI Assessment scale tool indicators:
a. Gen AI content editing and proofreading.
b. Checking spelling and grammar.
c. CQUniversity’s Gen AI tools approved for use in this assessment are Microsoft Copilot (protected version), Studiosity and Grammarly.
3. Any use of Gen AI software:
a. Must be cited in the relevant sections.
b. Must be referenced as per APA 7th guidelines.
You must complete the declaration of Gen AI use on the title page of your assessment.
Extensions
Extensions to this assessment are available as per policy. The 72-hour grace period does apply to this assessment.
Minimum Pass Criteria
You must achieve a cumulative grade of 49.5% across all assessments and pass assessments 1 and 3 to pass this unit.
In the event you are eligible for a supplementary assessment, all assessment tasks must be reasonably attempted in this unit.
Week 12 Wednesday (7 Oct 2026) 4:00 pm AEST
Submit assessment via moodle
Assessment criteria will be available on the Moodle site
- Describe and demonstrate the working alliance; self-determination and the use of self; when communicating in a professional context
- Demonstrate critically reflective practice in relation to professional active listening communication skills
- Apply cross cultural awareness and knowledge when communicating with culturally diverse groups, including Australian Aboriginal and Torres Strait Islanders.
- Communication
- Critical Thinking
- Information Literacy
- Information Technology Competence
- Cross Cultural Competence
- Ethical practice
As a CQUniversity student you are expected to act honestly in all aspects of your academic work.
Any assessable work undertaken or submitted for review or assessment must be your own work. Assessable work is any type of work you do to meet the assessment requirements in the unit, including draft work submitted for review and feedback and final work to be assessed.
When you use the ideas, words or data of others in your assessment, you must thoroughly and clearly acknowledge the source of this information by using the correct referencing style for your unit. Using others’ work without proper acknowledgement may be considered a form of intellectual dishonesty.
Participating honestly, respectfully, responsibly, and fairly in your university study ensures the CQUniversity qualification you earn will be valued as a true indication of your individual academic achievement and will continue to receive the respect and recognition it deserves.
As a student, you are responsible for reading and following CQUniversity’s policies, including the Student Academic Integrity Policy and Procedure. This policy sets out CQUniversity’s expectations of you to act with integrity, examples of academic integrity breaches to avoid, the processes used to address alleged breaches of academic integrity, and potential penalties.
What is a breach of academic integrity?
A breach of academic integrity includes but is not limited to plagiarism, self-plagiarism, collusion, cheating, contract cheating, and academic misconduct. The Student Academic Integrity Policy and Procedure defines what these terms mean and gives examples.
Why is academic integrity important?
A breach of academic integrity may result in one or more penalties, including suspension or even expulsion from the University. It can also have negative implications for student visas and future enrolment at CQUniversity or elsewhere. Students who engage in contract cheating also risk being blackmailed by contract cheating services.
Where can I get assistance?
For academic advice and guidance, the Academic Learning Centre (ALC) can support you in becoming confident in completing assessments with integrity and of high standard.
What can you do to act with integrity?
