Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: MKTG7971C

Course Title: Use communication to build relationships

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C4364 - Certificate IV in Alcohol and Other Drugs

Course Contact: Chris Walters

Course Contact Phone: +61 3 9925 8268

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

In this unit you will develop 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 unit 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 part of the cluster "Communication and Diversity" and is delivered and assessed with:

- Work with diverse people CHCDIV001


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 develop the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

In class: Class lectures and exercises, group discussion, role plays and practical demonstrations.

Teaching Schedule


Week 1 

 Communicate with clients and co-workers

What is professional communication?

Verbal, non-verbal, visual and written communication.

Active listening

Demonstrating respect during communication

Upholding rights during communication

Providing information

Communication policies and procedures eg: email communication policy, social media policy.


 Week 2

 Communicate with people from diverse backgrounds and situations, promote understanding across diverse groups and Address communication needs


  • Recognising and supporting communication needs of clients, colleagues and external parties
  • Respecting diversity while communicating
  • Identifying and addressing communication barriers.
  • Verbal and non-verbal communication used constructively to develop and build relationships with diverse people
  • Communicating where there is a language or literacy barrier.
  • Use of translation and interpretation services.
  • Recognising and effectively managing miscommunication and misunderstanding.
  • Recognising and defusing conflict and difficult situations in accordance with organisational requirements
  • Seek assistance when required.

 Week 3

Appreciate diversity and inclusivity and their benefits and reflect on own perspectives. 

  • Identify and reflect on own social and cultural perspectives and biases.
  • Identify and work within limitations of social awareness and self.
  • Use reflective practice to improve work outcomes and inclusivity.
  • Value and respect diversity in work colleagues and clients.
  • Contribute to the development of a positive and diverse workplace culture
  • Contribute to the development of professional relationships
  • Use culturally and diversity safe work practices.

 Week 4

 Facilitate meetings and continuous improvement practices

  • Develop agendas
  • Communicate meeting plans and details.
  • Contribute to and follow meeting objectives
  • Provide opportunities to explore issues and information
  • Use communication to encourage all meeting members to contribute.
  • Implement strategies to ensure all participants are included.
  • Facilitate conflict resolution.
  • Record and present minutes
  • Evaluate meeting processes and identify areas for improvement.
  • Seek and respond to feedback

 Week 5

 Catch up and assessment time

 Week 6

 Role play time


Learning Resources

Prescribed Texts


Other Resources


Overview of Assessment



Assessment task 1: question and answer (individual)

Assessment task 2: case study (individual)

Assessment task 3: in class debate (group)


Assessment Tasks




Assessment task 1: Reflect on personal perspectives when working with diversity and answer questions on template.


Assessment task 2: Facilitate a meeting (individual)


Assessment task 3: in class debate (group)

Assessment Matrix

Students will have access to a marking rubric for reference at the time that 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