Communication Skills for Public Servants
6 Credits (ECTS)
Communication Skills for Public Servants
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€315 refund on this module
Module Description
This module will equip students with the tools to communicate effectively and positively influence communication outcomes in public service settings.
They will examine different styles, tools, and techniques for effective communication with clients and other stakeholders in the workplace.
The module covers critical topics such as the role of personality and perception in communication, strategies for influence and motivation, and techniques for building and gaining rapport.
By exploring these areas, the students will develop the skills necessary to enhance interactions and relationships in public service environments, ensuring clear, effective, and impactful communication.
Entry Requirements
Candidates who apply for this course must possess the following:
- a qualification at MQF Level 4 (one A-level or equivalent in any subject);
AND
- a pass in English Language and Mathematics at MQF Level 3 (O-level or equivalent).
Peference will be given to prospective applicants having a year of work experience related to the study programme.
Target Audience
This course is targeted at:
- Professionals within the public sector aspiring for professional and academic advancement in public management and governance;
- Mid-career break professionals looking for opportunities to return to or change their career;
- Other individuals who would find this programme suitable for their academic and professional path.
Module / Unit Instructions
The proposed structure comprises a blended approach promoting the building of a community of practice via peer-to-peer learning. The structure uses primarily two dimensions of teaching-learning modes:
- Face to Face sessions
Face-to-face sessions include lectures, tutorials, discussions, presentations and workshop activities promoting peer-to-peer learning.
- Online Learning Activities
Online learning activities incorporate tutorials and asynchronous discussions. These may consist of active interaction, participation and contributions in fora discussions, sharing resources and self-reflection exercises. Learners also contribute to the building of the community of practice by providing feedback to their peers as critical friends, enhancing the learner’s critical engagement throughout the study period.
How you’ll be assessed
The course comprises:
- Evening classes for part-time courses.
- Classes held throughout the day for full-time courses.
- Guided learning, presentations, comprising synchronous online discussions, tutorials and/or videos.
- Self-study hours comprising research, reading and assignment work.
Assessment
Assessment is carried out via two mandatory components:
- Modular Assessment
- Summative Assessment
The programme includes different forms of assessment which allow for and promote students’ critical engagement. The formative and summative assessment tasks may include an in-class assignment and/or a home-based written assignment using diverse assessment tools which may take the form of online and in-class discussions, examinations, case studies, reports, proposals, essays, and presentations, etc., as applicable to the diverse modules.
Module Intake Dates
October 2024
Learning Outcomes
Competences:
At the end of the module/unit the learner will have acquired the responsibility and autonomy to:
- Identify and analyse different communication stages, techniques and styles.
- Examine relevant issues in relation to professional accountability.
- Develop a comprehensive understanding of different motivational and influencing techniques and methodologies.
- Adapt communication style and promote effective communication with persons presenting challenging behaviour.
- Identify barriers and promoters to communication and engage in anti-discriminatory communication.
- Use active listening skills and rapport building techniques to deal with difficult communication scenarios with all relevant stakeholders.
- Understand an importance and comply with record keeping conventions as applicable to relevant public entities.
Knowledge:
At the end of the module/unit the learner will have been exposed to the following:
- Effective Communication – Art or Science?
- Setting clear communication objectives in public services settings.
- Stages of communication.
- Communicating Non-Defensively.
- Building and Gaining Rapport.
- Basics of Motivating and Influencing.
Skills:
At the end of the module/unit the learner will have acquired the following skills:
- Identify facilitation and paraphrasing skills to improve communication engagement with staff and clients.
- Apply effective delegation, feedback and listening skills appropriately with clients and staff.
- Discuss different communication styles, needs and non-discriminatory techniques as applied in public service.
- Apply the appropriate style and language to communicate ideas clearly, accurately and vividly with relevant stakeholders.
- Identify the objectives and frameworks related to relevant roles and responsibilities within public service organisation and working in multidisciplinary team.
Judgment Skills and Critical Abilities:
The learner will be able to:
- Analyse conflict situations and ways to resolve conflict using empathy, respect, cultural sensitivity and active listening.
Module-Specific Communication Skills:
The learner will be able to:
- Interpret and be sensitive to verbal and non-verbal communication e.g., body language in work related scenarios.
- Develop effective and affective listening skills applicable to public service settings.
Module-Specific Learner Skills:
The learner will be able to:
- Keep abreast of reporting and confidentiality policies and procedures and codes (verbal or in writing) related to communication with superiors.
- Develop further understanding of workplace protocols.
Module-Specific Digital Skills and Competences:
The learner will be able to:
- Navigate through the online learning platform to benefit from assignments, discussion boards, literature, tutorials etc.
- Identify technological requirements for written and verbal communication to record information and to provide accurate hand-overs and/or reports or to escalate and/or report the issues.
- Keep records as per applicable record keeping convention
- Use electronic environments to draft, revise, edit, reference and share or publish texts.