Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: MKTG5984C

Course Title: Use targeted communication skills to build relationships

School: 365T Global Studies, Soc Sci & Plng

Campus: Bundoora Campus

Program: C4264 - Certificate IV in Alcohol and Other Drugs Work

Course Contact : Xenia Girdler

Course Contact Phone: +61 3 9925 4660

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 55

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

This unit describes the knowledge and skills required to apply specific workplace communication techniques to build and maintain relationships with clients and colleagues based on respect and trust

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM403A Use targeted communication skills to build relationships


Communicate effectively with clients and staff
Contribute to the implementation of effective communication strategies
Use specific communication techniques to maintain constructive interaction
Facilitate discussions
Identify communication strategies to build relationships with clients who are involuntary or present communication challenges

Performance Criteria:

1.1Identify and use appropriate communication strategies to:
•establish rapport
•exchange information
•facilitate resolution of issues
•defuse potentially difficult situations
1.2Conduct interviews according to established procedures
1.3Give feedback and advice in a way which reflects current identified good practice
1.4Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues
1.5If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met
1.6Respond to enquiries in a manner that promotes achievement of mutual outcomes
1.7Respect and consider differences in views in a way that values and encourages the contributions of others
1.8Ensure communication represents the organisation effectively where appropriate

2.1Implement strategies to check on the effectiveness of communication with clients and colleagues
2.2Facilitate access to interpretive and translation services as required
2.3Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way
2.4Provide coaching in effective communication to colleagues and clients as required
2.5Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met

3.1Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers
3.2Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues
3.3Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised
3.4Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role
3.5Make referral for conflict resolution and mediation as appropriate

4.1Provide opportunities to fully explore all relevant issues
4.2Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members
4.3Routinely contribute to and follow objectives and agendas for meetings and discussions
4.4Provide relevant information to groups as appropriate to facilitate outcomes
4.5Evaluate group communication strategies to promote ongoing participation of all parties
4.6Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed

5.1Identify and address specific communication barriers such as:
•closed or unreceptive attitudes
•mistrust or misunderstanding of people, organisations, systems and/or processes
•emotional states, such as fear, anger and frustration
5.2Identify areas of mistrust or conflict that may require resolution
5.3Identify the need to include additional parties

Learning Outcomes

Details of Learning Activities

In this course you will be provided with a range of opportunities to enhance and extend your skills, knowledge and attitude in the field of AOD work. Classes are run three days per week. A detailed timetable is also available on the RMIT website. Most classes run for three hours and are facilitated by recognised professionals in the community services sector and RMIT staff. A variety of learning styles are catered for and learning will take place via interactive experiential tasks combined with more didactic theory based exercises. All in-class learning will compliment the practical placement competent of this course where you are required to complete a total of two hundred (200) hours over the course of the year. There will also be two course-related field trips - Arradale psychiatric institution and Dax Collection gallery - scheduled in March. These trips are intended to provide you with important insight into the socio-political and historical context of the community services sector in Victoria.

All courses and learning activities will be supported and complimented by RMIT’s e-learning tool "Blackboard".

Teaching Schedule

DayTime StartTime EndCourseDate
Monday1.30pm4.30pmProvide services to clients with complex needs19/3/2012, 26/3, 2/4, 16/4, 23/4, 30/4, 21/5
 Monday 6pm 9pm Work effectively in the AOD sector
 6/2/2012 - 5/3/2012
 Tuesday 9.30am 12.30pm Use targeted communication skills to build relationships
 21/5/2012 - 11/6/2012
 Tuesday 9.30am 12.30pm work effectively with culturally diverse clients and co-workers
 21/5/2012 - 11/6/2012
 Tuesday 1.30pm 4.30pm work effectively in mental health settings
 13/3, 27/3,17/4,24/4, 1/5, 22/5 - 12/6
 Wednesday 9.30am 12.30pm work effectively with people experiencing or at risk of homelessness
18/4, 2/5, 23/5 - 13/6
 Wednesday 1.30pm
 4.30pm work within legal and ethical framework
 18/4, 2/5, 23/5 - 13/6
 Thursday 9.30am 4.30pm Apply advanced first aid
 9/2, 16/2, 1/3, 8/3

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

There are a variety of tools used to assess this course, a major tool is 200 hours of practical placement that will provide you with the learning opportunities necessary to develop the required skills knowledge and attitude.
Other assessment tasks involve:

  • Short essays where you will be expected to write an answer to a question in detail, and to draw conclusions about issues.
  • Class presentation where you will be expected to conduct a brief session in class, to lead discussion and to provide information for other students.
  • Participation in class discussions and activities.
  • Reflective Journals you will be expected to provide a written record of your experiences during the year - in class and in practical placement.
  • Blackboard/On-line assessment you will participate in regular on-line forums, blogging and small assessment tasks.

Assessment Tasks

Assessment tasks for this course will be outlined to you by the facilitator at the first timetabled class

Assessment Matrix

Course Overview: Access Course Overview