Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG5957C

Course Title: Use targeted communication skills to build relationships

School: 365T Global, Urban & Social Studies

Campus: City Campus

Program: C4352 - 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

9925  4454

 Iren Citler

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

In this course you will develop 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:

1.1 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 break down 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


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


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 ongoing 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

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

The learning activities for this course will include the following activities:

  • class discussion
  • media clips
  • group work
  • written tasks
  • role plays

Teaching Schedule

All students are encouraged to engage the class timetable.

The following information is the schedule of classes for this course: 

Class 1

  • Communicate effectively with clients and staff
  • Contribute to the implementation of effective communication strategies

Class 2 

  • Use specific communication techniques to maintain interaction

Class 3

  •  Facilitate discussion

Class 4 

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

Class 5

  • Submission  and review of Student Handbooks 1, 2, 3, 4, & 5 & Resumes

Class 6 

  • Review of Course: Challenges? What worked?

Learning Resources

Prescribed Texts


Other Resources

Additional resources will also be available ‘Blackboard’. A set of readings will be made available to you including journals and texts that may support you in the program.

Overview of Assessment

There are three assessment tasks for this course.

  • Development on an Evidence Portfolio & Written Report
  • Your Workplace Observation Checklist
  • Your Supervisor Questions.

These are to be based on one placement. 

Assessment Tasks

Evidence Portfolio & Written Report

  • Students are required to compile a ‘portfolio of evidence. This portfolio shows actual proof of demonstration within the roles and responsibilities undertaken in placement(s).
  • Students are required to write a 500 word report supporting the evidence provided whilst on placement

Workplace Observation Checklist

Demonstrate how you:

  •  Provide evidence that all communication with clients and colleagues is appropriate to individual needs and the situation, and promotes achievement of organisational objectives.
  • Use strategies to meet particular communication needs/difficulties
  • Address individual issues in a timely way and in a manner that maintains the integrity of the individual
  •  Apply a full range of communication techniques including:- Reflective and active listening, respectful responding, empathy, feedback and rapport
    - Addressing communication barriers through application of a range of strategies
    - Recognition of nonverbal triggers
    - Clarification of boundaries of work role.
  • • Provide referrals to conflict resolution and mediation.
  •  Apply oral communication skills required to fulfil job roles as specified by the organisation/service including:
  • - Skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary
    - Service/organisation may require competence in English or community language, depending on client group.

Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant course. These are available from the Program Co-ordinator.

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.
 Attendance: 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.
 Feedback: You will receive verbal and written feedback by 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

Course Overview: Access Course Overview