Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term2 2011

Course Code: MKTG5963C

Course Title: Use targeted communication skills to build relationships

School: 360T Education

Campus: Bundoora Campus

Program: C4266 - Certificate IV in Career Development

Course Contact : Judy Heard

Course Contact Phone: +61 3 9925 7513

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

Not applicable

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


1.Communicate effectively with clients and staff

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.Contribute to the implementation of effective communication strategies

Performance Criteria:

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.Use specific communication techniques to maintain constructive interaction

Performance Criteria:

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.Facilitate discussions

Performance Criteria:

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.Identify communication strategies to build relationships with clients who are involuntary or present communication challenges

Performance Criteria:

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

Learning activities for this course, are prescribed in the Australian Career Development Studies materials. These activities require you to read, discuss with colleagues, complete short answer questions as well as participate in case studies based on your reading.

If you have negotiated  a workplace learning project as part of your Learning and Assessment plan, you are expected to access these materials to provide you with the underpinning  knowledge required in developing and implementing your project.

Teaching Schedule

This course is self paced and materials can be accessed online at a time that best suits your study schedule. You are required to  develop  your own study schedule that enables you to complete your study within the timeframes negotiated in your Learning and Assessment Plan.

Learning Resources

Prescribed Texts

There is no prescribed textbook for this course. Please see Other Resources below.


Other Resources

Learning materials for this course are available through myRMIT Studies or at the Australian Career Development Studies website -

Overview of Assessment

Students may demonstrate competency either by RPL (Recognition of Prior Learning), the completion of work place projects or the completion of assessment activities based on the Australian Career Development Studies Level 2 materials.

Assessment Tasks

Recognition of Prior Learning - students undertaking RPL will need to provide evidence of their competency. Please read the RPL Kit and complete the RPL Ready!  mapping document  as the first stage of the RPL Process. You and your assessor will discuss  your  RPL Ready mapping and suitability for RPL. If you are using RPL as assessment for this competency, you and your assessor  once you have collected your evidence, will  undertake a structured professional conversation about your evidence in order to assess your  competency. 

Workplace project assessment - students are required to provide a written report add/or presentation of your project showing evidence of your engagement with the elements of the competency, underpinning knowledge and use of appropriate skills.

Students undertaking study in this unit of competency are required to complete tasks that include:
•    the completion of  ACDS learning material activities
•    application of knowledge to their workplace
The application of knowledge to their workplace task is negotiated with the student and might include the development of resources for clients, that application of your  knowledge to meet your  client’s needs and  implementing new initiatives in the workplace or your practice, completion of case studies and online research

Assessment Matrix

Course Overview: Access Course Overview