Course Title: Implement effective communication strategies

Part A: Course Overview

Program: C4292

Course Title: Implement effective communication strategies

Portfolio: BUS

Nominal Hours: 40.0

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.

Course Code




Learning Mode

Teaching Period(s)


City Campus


650T TAFE Business

Distance / Correspondence or Face-to-Face or Internet or Workplace

Course Contact: Kathie Nickson

Course Contact Phone: +61 3 9925 5852

Course Contact Email:

Course Description

This unit describes the performance outcomes, skills and knowledge required to select and use communication strategies appropriate to a defined job role.
A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

BSBCMM402A Implement effective communication strategies


1. Receive enquiry

2. Identify and apply appropriate communication techniques

3. Determine action to be taken

4. Review outcomes of communication

Learning Outcomes


Overview of Assessment

Assessment must ensure access to:
• an actual workplace or simulated environment
• workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms
• appropriate technology, such as computers with relevant software and communication mediums
• appropriate resources and people with expert knowledge of communication techniques appropriate to the specific workplace.
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
• analysis of responses to case studies and scenarios
• demonstration of communication techniques
• direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
• observation of performance in role plays
• review of documentation recording details of person making enquiry, and issues
• evaluation of needs and expectations of person making enquiry and discussion of appropriate responses
• oral or written questioning to assess knowledge of scope ofown responsibilities and obligations to refer matters outside of area of responsibility.