Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term1 2018

Course Code: MKTG7970C

Course Title: Use communication to build relationships

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C4363 - Certificate IV in Community Services

Course Contact: Bronwyn Tanti

Course Contact Phone: 9925 9079

Course Contact Email:

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 course describes the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust.

This course applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing.

This course is delivered and assessed in a cluster with:

CHCDIV001 - Work with diverse people


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM002 Use communication to build relationships


1. Communicate with clients and co-workers

Performance Criteria:

1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues

1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

1.3 Represent the organisation appropriately and in accordance with communication policies and protocols

1.4 Provide information to clients and service providers in accordance with communication policies and protocols


2. Address communication needs

Performance Criteria:

2.1 Recognise and support communication needs of clients, colleagues and external networks

2.2 Facilitate access to interpreter and translation services as required

2.3 Identify and address problems and communication barriers

2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks


3. Facilitate meetings

Performance Criteria:

3.1 Develop an agenda and list of invited participants in consultation with appropriate people

3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

3.3 Contribute to and follow objectives and agendas for meeting

3.4 Provide opportunities to fully explore all relevant issues and provide relevant information

3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

3.7 Facilitate the resolution of conflict between participants

3.8 Minute or record meeting in accordance with organisation requirements

3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement

Learning Outcomes

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

Details of Learning Activities

This course involves classes where information is shared through talks and discussions, and workshops where exercises are conducted to apply learning. Time is spent during classes for students to work on group and individual assessment tasks.

Teaching Schedule

Week 1

Developing communication skills

·         The communication process, communication channels and methods

·         Understanding barriers to communication

·         Communication and diversity organisational policies and procedures

·         Developing active listening skills

Week 2

Building relationships

·         Developing rapport and building trust

·         Motivational interviewing

·         Communicating with groups

·         Dealing with conflict and negotiating outcomes

Week 3

Communicating with diverse people

·         Cultural awareness, competency and safety

·         Identifying and addressing the communication needs of with people who

          have disabilities

·         Using interpreters and translators

·         Seeking and responding to feedback on the effectiveness of communication

Week 5

Preparing written communications

·         Understanding organisational correspondence protocols and style guides

·         Maintaining privacy and confidentiality, and protecting copyright and

          intellectual property

Week 6

Facilitating workplace meetings

·         Developing agendas and inviting participants to meetings

·         Chairing meetings, including dealing with conflict and encouraging participation

·         Presenting information

·         Seeking feedback from participants

Week 7

Facilitating meetings workshop

·         Implementing and practising facilitation techniques

·         Role plays to chair meetings

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment task 1: Individual assessment

Assessment task 2: Individual assessment

Assessment task 3: Online quiz


Assessment Tasks

Assessment task 1: Reflect on perspectives when working with others.
Assessment task 2: Facilitate a meeting and evaluate own performance.
Assessment task 3: Complete one online, self-paced quiz on the key issues and concepts relating to communications and diversity in community services work.

Assessment Matrix

Students will be given an assessment marking guide for reference at the time that the assessment tasks are distributed.

Other Information

Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters:

Course Overview: Access Course Overview