Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: MKTG5957C

Course Title: Use targeted communication skills to build relationships

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C4313 - Certificate IV in Community Development

Course Contact : Julian Silverman

Course Contact Phone: +61 3 9925 4578

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 build and use targeted communication skills in order to build relationships with colleagues and clients in community work.

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

Performance Criteria:

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


Contribute to the implementation of effective communication strategies

Performance Criteria:

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


Facilitate discussions

Performance Criteria:

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


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

Performance Criteria:

5.1 Identify 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
5.2 Identify areas of mistrust or conflict that may require resolution
5.3 Identify the need to include additional parties


Use specific communication techniques to maintain constructive interaction

Performance Criteria:

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

Learning Outcomes


Details of Learning Activities

You will attend an all-day workshop in which you will participate in activities including role-plays, discussions and presentations related to engaging communities in the community development process as part of specific initiatives. Self-directed study activities to be completed outside of the workshop include facilitating discussions within your community to identify communication strategies and build relationships with community members. In addition to this, you will be assessed on your ability to implement effective communication strategies, including presenting information, managing conflict and providing and receiving instructions.

Teaching Schedule

Please note: While your teacher will cover all the material in this schedule, the weekly order is subject to change depending on class needs and availability of speakers and resources.


Week 3Class ContentLearning Elements
Use targeted communication skills to build relationshipsThis workshop will focus on enhancing student communication skills including verbal and non-verbal interviews, presentations and providing the following instructions. It will focus on effectively conducting community and staff meetings and documenting own and others’ practice utilising a range of techniques.1. Communicate effectively with clients and staff
2. Contribute to the implementation of effective communication strategies
3. Use specific communication techniques to maintain constructive interaction
4. Facilitate discussions
5. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges

Learning Resources

Prescribed Texts

RMIT will provide you with resources and tools for learning in this course through our online systems and access to specialised facilities and relevant software. You will also have access to the library resources.


Other Resources

You will be issued a reading kit that includes links to relevant web resources upon commencement of this course. It will contain articles and instructional materials that relate to this workshop and it will be developed in consultation with industry experts in the community development sector.

Web links for this workshop:
Communications – Part 1 – Interpersonal Skills
Communication and Community Development Unit – NSW Greater Southern Area Health Service

Overview of Assessment

Assessment is ongoing throughout the course. Assessment will incorporate a range of methods to assess performance and the application of knowledge and skills and will include:

- Self and Supervisor Assessment
- Simulation

Assessment Tasks

In order to demonstrate competence in this course you will need to satisfactorily complete the following assessment tasks:

Self and Supervisor Assessment
You and your supervisor will be asked to evaluate your effectiveness in implementing your community development plan through your use of high level communications skills. These skills include communicating effectively with community members and staff and contributing to the implementation of effective communication strategies in the work place. In addition to this, you will need to demonstrate your ability to facilitate discussions within your community and identify communication strategies to build relationships with community members. You will be assessed on your ability to implement an effective communication strategy with individuals difficult to communicate with as part of your community programs.

As part of the workshop you will engage in a hypothetical scenario in which you will role-play how you would communicate effectively with clients and staff in your community. In particular, you will be assessed on your ability to maintain constructive interactions with community members, and how you facilitate discussions when presented with communication challenges. You will also be asked to identify communication strategies that build relationships with clients who present issues in your ability to effectively communicate with them. Further information about this assessment task will be provided to you at the commencement of this workshop.

Assessment Matrix

Course Overview: Access Course Overview