Module Code: 6RMGT
Long Title Relationship Management
Title Relationship Management
Module Level: LEVEL 6
EQF Level: 5
EHEA Level: Short Cycle
Credits: 10
Module Coordinator: JONATHAN BRITTAIN
Module Author: Eileen Long
Departments: School of Business
Specifications of the qualifications and experience required of staff  
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Describe professional relationship management skills when dealing with internal, external, corporate, and individual customers and other stakeholders within domestic and global organisation settings;
LO2 Use a range of communication skills and technologies to meet the needs of internal and external stakeholders, including a variety of listening methods, emotional intelligence, and strategies to respond to complaints and to resolve interpersonal issues;
LO3 Demonstrate a range of interpersonal skills when meeting the needs of vulnerable and diverse customers and other stakeholders;
LO4 Describe a customer service programme for staff, to include operational standards for frontline personnel and prepare an appropriate written or oral presentation directed to a specialized/non-specialized audience;
LO5 Demonstrate the management of challenging relationships through negotiation and/or mediation to respond to complaints and resolve interpersonal issues;
LO6 Describe the influence of culture on managing relationships within domestic and global organisation settings.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is required before enrolment on this module. While the prior learning is expressed as named NCI module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
No recommendations listed
Co-requisite Modules
No Co-requisite modules listed
Entry requirements  
 

Module Content & Assessment

Indicative Content
Introduction to personality traits and the Significance of studying behaviour
Perception: errors and remedies Motivation: Workplace application Attitude: Attitude change Mediation
Communications in a professional setting
Online communications Cultural difference Teamwork in person and online Global Network issues
Diversity and inclusion
People with additional needs Challenging bias Supporting diversity Responding to complaints
Organisation-wide communications
Organisation wide programmes Interdepartmental networks Global Networks Organisational Behaviour
Mediation and Negotiation
Dealing with challenging relationships Coping with differences in attitude Effective and appropriate compromise skills Responding to complaints
Cultural Difference
Understanding the impact of cultural attitudes on such issues as Authority Uncertainty Gender
Assessment Breakdown%
Coursework100.00%

Assessments

Full Time

Coursework
Assessment Type: Presentation % of total: 40
Assessment Date: n/a Outcome addressed: 1,2,3,4,5,6
Non-Marked: No
Assessment Description:
Learners will be asked to make a presentation describing the key social elements learned as part of the module and provide work-based examples of where these skills were of benefit. This will be an individual assessment.
Assessment Type: Written Report % of total: 60
Assessment Date: n/a Outcome addressed: 1,2,3,4,5,6
Non-Marked: No
Assessment Description:
Learners will be asked to make a written report/essay that applies theory and practice of relationship management to their professional environment. This is an individual assessment.
No End of Module Assessment
No Workplace Assessment

NCIRL reserves the right to alter the nature and timings of assessment

 

Module Workload

Module Target Workload Hours 0 Hours
Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture No Description 36 Per Semester 3.00
Tutorial No Description 20 Per Semester 1.67
Directed E-Learning No Description 20 Per Semester 1.67
Independent Learning No Description 144 Per Semester 12.00
Workbased learning No Description 30 Per Semester 2.50
Total Weekly Contact Hours 8.83
 

Module Resources

Recommended Book Resources
  • Hoffman, M. and Tadelis, S., (2021) People management skills, employee attrition, and manager rewards: An empirical analysis. Journal of Political Economy, 129(1), pp.243-285..
  • Hogg, M & G.M. Vaughan. (2022) Social Psychology. 9th Edn. Harlow: Pearson.
  • Robbins, S., Judge, T. (2023) Organisational Behavior, 19th Global Edition, Harlow: Pearson Education..
This module does not have any article/paper resources
Other Resources
Discussion Note: