Course Title: Use targeted communication skills to build relationships

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: EMPL7060C

Course Title: Use targeted communication skills to build relationships

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C6135 - Advanced Diploma of Myotherapy

Course Contact: Joshua Davies

Course Contact Phone: +61 3 9925 4333

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Sonny Shoduri

9925 4124


Vocational Education Holidays:

Cup Day: Monday 2nd & Tuesday 3rd November

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

This course is delivered concurrently with the following courses:
HLTHIR505D     Provide leadership in promoting effective work practices in health
BSBRKG502B    Manage and monitor business or records systems

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:

1.1 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



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


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

Learning Outcomes

Details of Learning Activities

Learning Activities:
1. Read indicated course notes for CHCCOM403A Use targeted communication skills to build relationships
2. Attend and participate in classes which are designed specifically to enable you to manage and monitor business or records systems
3. Complete all handouts that are distributed in class and add them to your Portfolio
4. Complete all learning activities located within the class notes.

Teaching Schedule

Topic 1: Communicate effectively with clients and staff
Topic 2: Contribute to the implementation of effective communication strategies
Topic 3: Use specific communication techniques to maintain constructive interaction
Topic 4:Facilitate Discussions
Topic 5: Identify communication strategies to build relationships with clients who are involuntary or present communication challenges





Learning Schedule


6th Jul

Contribute to effective communication strategies & Use specific communication techniques


13th Jul

Facilitate discussions & The organisation of work teams


20th Jul

Host Staff Meeting


27th Jul

Identify communication strategies to build relationships


3rd Aug

Model ethical work practices & Initiate professional development


10th Aug

Online Task and Quiz


17th Aug

Initiate quality activities


24th Aug

Hygiene and infection control


Mid Semester Break


7th Sep

Determine requirements of systems


14th Sep

Devise an appropriate record keeping system


21st Sep

Devise an appropriate record keeping system


28th Sep

Develop an implementation plan


5th Oct

Develop an implementation plan


12th Oct

Monitor and review systems


19th Oct

Identify and respond to problems and changes


26th Oct

Contracts, business/professional goals and networking

Learning Resources

Prescribed Texts

No prescribed text


Other Resources

1. Class notes CHCCOM403A
2. PowerPoint Summary
3. Additional learning materials available through the Learning Hub
4. RMIT Library (

Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (

Overview of Assessment

Assessment for this course forms part of the Advanced Diploma Remedial Massage (Myotherapy).
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic.
Assessment is typically based around written and/or online tests, assignments, reflective journals, evidence portfolio’s, logbooks and/or practical demonstrations.
Competency based training requires the student to be in attendance in order for assessment to be undertaken.
Assessment is undertaken through successful completion of all assessment activities and classroom, project & industry participation.
Assessments are spaced across the duration of the course, in order for your teacher to provide you with progressive feedback.
Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.
If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.
An RMIT assessment charter ( summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced in a single document, the Assessment policies and procedures manual (;ID=ln1kd66y87rc).

Assessment Tasks


Assessment Tasks

1. Successful Completion of Managing a Clinic Shift Checklist sign off:

Each student is required to successfully complete a clinic shift as the Clinic Manager. During this shift the student is to be responsible for the day-to-day operation of the shift and take accountability for events that happen throughout the shift.
Due 26th October 2015

2. Failing Business Case Study:

Students are required to analyse a Case Study of a failing business and make recommendations to turn the business around. This assignment is to be handed in in stages with the due dates as follows:
Code of Ethics: 20th July 2015
Client Feedback Survey: 10th August 2015
Staff Training Needs: 14th September 2015
Business / Record Systems: 12th October 2015
Communication Strategy: 19th October 2015

Complete Assignment: 19th October 2015

3. Online quiz:

Students will be required to complete an online quiz on the in the time usually allocated to class. It will be a quiz on class topics from the 6/7/15 – 24/8/15.
Due 25th August 2015

1. Class notes CHCCOM403A
2. PowerPoint Summary
3. Additional learning materials available through the Learning Hub
4. RMIT Library (


Assessment Matrix

Course Overview: Access Course Overview