Course Title: Use communication to build relationships

Part A: Course Overview

Program: C6141 Advanced Diploma of Legal Practice

Course Title: Use communication to build relationships

Portfolio: Vocational Education

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.

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities.  

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.  

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT:  

Please read the Student website for additional requirements of in-person attendance:  


Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.


Course Code




Learning Mode

Teaching Period(s)


City Campus


650T Vocational Business Education

Face-to-Face or Internet

Term1 2017,
Term2 2017,
Term1 2018,
Term2 2018,
Term1 2019,
Term2 2019,
Term1 2020,
Term2 2020,
Term1 2021

Course Contact: Theresa Lyford

Course Contact Phone: +61 3 9925 5444

Course Contact Email:

Course Description

This unit 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 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.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

CHCCOM002 Use communication to build relationships


1. Communicate with clients and co-workers

2. Address communication needs

3. Facilitate meetings

Learning Outcomes

Overview of Assessment

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:

  • obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately
  • prepared 3 types of written correspondence in accordance with organisation communication protocols
  • facilitated resolution of 1 difficult situation with a client, colleague or service provider
  • facilitated 1 meeting around a workplace issue

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

  • organisation communication policies and protocols
  • different communication styles and techniques, and how they impact on interpersonal communication, including:
    • strategies for effective interpersonal communication
    • person centred and rights based approaches
    • cross-cultural communication protocols
    • non-verbal communication cues
    • group processes and dynamics
    • motivational interviewing versus coercive approach
    • collaboration versus confrontation
  • communication strategies to:
    • build and maintain relationships and trust
    • facilitate workplace meetings
    • negotiate for optimal outcomes
    • deliver business presentations
    • address barriers
    • solve problems and resolve conflict
  • types of interpretation and translation services specific to the client group, and how to access them
  • factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings
  • professional relationship boundaries
  • digital media and use in community services and health sector, including:
    • web
    • email
    • social media
    • podcast and videos
    • tablets and applications
    • newsletters and broadcasts
    • intranet
  • written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

  • use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
  • modelling typical workplace conditions, including:
  • interactions with clients and co-workers from a range of diverse backgrounds
  • facilitation of groups of at least 3 people
  • typical workplace reporting processes
  • interpreter and translation services where required
  • use of digital media

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.


Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed.

You should take note of all feedback received and use this information to improve your learning effectiveness and final performance in the course.

Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.