Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: MKTG5957C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C4337 - Certificate IV in Youth Work

Course Contact : Jennifer Brooker

Course Contact Phone: +61 3 9925 4115

Course Contact

Name and Contact Details of All Other Relevant Staff

Dianne Mackay +61 3 9925 445

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 course 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

Performance Criteria:

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


Contribute to the implementation of effective communication strategies

Performance Criteria:

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


Facilitate discussions

Performance Criteria:

1  Provide opportunities to fully explore all relevant issues.
2  Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members.
3  Routinely contribute to and follow objectives and agendas for meetings and discussions.
4  Provide relevant information to groups as appropriate to facilitate outcomes.
5  Evaluate group communication strategies to promote ongoing participation of all parties.
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:

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
2  Identify areas of mistrust or conflict that may require resolution.
3  Identify the need to include additional parties.


Use specific communication techniques to maintain constructive interaction

Performance Criteria:

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

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

In this course you will undertake a variety of learning activities including:
• Class discussions
• Case studies
• Reading articles
• Group work

• Writing reports

Teaching Schedule

This course is delivered over 5 weeks in semester one. The first 4 occur at the beginning of the semester and the last class is at the end of the semester.

Week 1 - Introduction to the course, communicate effectively with clients and staff, contribute to the implementation of effective communication strategies, blackboard, resume writing, representing an organisation
Week 2 - Use specific communication techniques to maintain interaction
Week 3 - Facilitate discussion including overcoming barriers, Identify communication strategies to build relationships with clients who are involuntary or present communication challenges
Week 4 - Assessment tasks 1 & 2
Week 5 - Review of unit

Learning Resources

Prescribed Texts


Other Resources

You will be provided with the resources and tools for learning in this course. These resources will also be available through Blackboard. You will also have access to the resources in the library.

Overview of Assessment

There are four assessment pieces for this course.

1.  Write your resume - due Week 4
2.  Written report 500-750 words from a Case Study Scenario - due Week 4
3.  Supervisor’s/third party report.  RMIT staff will visit your work placement site with the intention of asking your supervisor a set of questions designed to demonstrate how you commuicate in the workplace. Conducted June/July
4.  Evidence portfolio - a selection of specific work place documents and pieces of work to show competence in the work place -  due October.

Assessment Tasks

1. Resume - Students will be asked to prepare their resumes in readiness for work placement which begins once staff have sighted a student’s WWC and Police Checks
2. Written report: Students will be provided a case study scenario and will be expected to produce 500 - 750 words based on the provide question/s. This task will be completed in class in week 4.
3. Supervisor’s/third party report. RMIT University staff will interview your supervisor for work placement. Using a set of questions designed to determine your competence in this area; this will be conducted during the work placement blocks in June and July.
4. Evidence portfolio - Students will be asked to collect various pieces of evidence from their time in the workplace during their 240 hours of placement, a requirement of this course. This will include:
• Resume
• Examples of emails produced for work (2)
• Two references from their work placements

Assessment Matrix

This program in delivered in accordance with competency-based assessment. The grades are as follows:

  • CA: Competency Achieved
  • NYC: Not Yet Competent
  • DNS: Did Not Submit for assessment

Other Information

Assessment Tasks Submission Cover Sheet
You must complete a submission cover sheet for every piece of submitted work, including online submissions. This signed sheet acknowledges that you are aware of the plagiarism implications.

It is strongly advised that you attend all workshops in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.

You will receive verbal and written feedback by the teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your competency. Information regarding student feedback can be found at:;ID=9pp3ic9obks7  

Student Progress
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. The Student progress policy can be found at:;ID=vj2g89cve4uj1  

Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension. Information regarding application for special consideration can be found at:;ID=g43abm17hc9w  

Academic Integrity and Plagiarism
RMIT University has a strict policy on plagiarism and academic integrity. For more information on this policy go to Academic Integrity Web site:;ID=kw02ylsd8z3n  

Course Overview: Access Course Overview