Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term2 2018

Course Code: MKTG7986C

Course Title: Use communication to build relationships

School: 650T Vocational Business Education

Campus: City Campus

Program: C6141 - Advanced Diploma of Legal Practice

Course Contact: Doug Gourlay

Course Contact Phone: +61 3 9925 5944

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Robyn Lang



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 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.

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

Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.


The self-paced activities will be delivered thought various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.


The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.

We expect you to participate and contribute in all scheduled learning activities.

Teaching Schedule

This course is one of six (6) courses comprising the “Working in a Legal Environment” (WiLE) segment of this program, the details of which are as follows:


 Practise in a Legal Environment (PILE)


 Undertake Career Planning


 Use Communication to Build Relationships


 Develop Keyboarding Speed and Accuracy


 Produce Complex Legal Documents


 Establish and Maintain a Trust Account

The courses are co-delivered. JUST5751 Practise in a Legal Environment, MKTG 7986C Use communication to build relationships  and JUST 5191C Prepare and produce complex legal documents are also co-assessed. Please refer to the Weekly Schedule and the Assignments tab for more information. (Please note that the weekly schedule is subject to change)




Tutorial (Thurs)







Prepare Complex Legal Docs

Comm. Skills

Speed and Accuracy

Maintain Trust Accounts

Undertake Career Planning


2 July

Practice Firm

Legal Ethics

Part B (Ongoing)-File Work assessment refer file instructions


Part B-(Ongoing) Maintain Trust Accounts assessment refer file instructions



9 July

Practice Firm

Trust/Office Accounts

 Part A-Quiz 1 13 July





16 July

Practice Firm

Costing a File and Billing a Client


Part A- Safe Work Practices Quiz by 20 July  2018


Draft Resume due by midnight 20 July 2018


23 July

Practice Firm

Finalise Conveyancing Transactions



Part A Online Quiz 1 due 27 July 2018



30 July

Practice Firm

Monthly Reconciliations

Part A-Quiz 2 3 August

Part B-Speed Test 1 on 1 August 2018




6 August

Practice Firm

Entering Default Judgments and Affidavits


Part B- Speed Test 2 on 8 August  2018

Part A Online Quiz 2 due 10 August 2018



13 Aug

Practice Firm

Court Run

Part A-Quiz 3 17 August





20 Aug

Practice Firm

Monthly Reconciliation (under assessment conditions)

File Work  Assess due 24 August 2018

Part B- Speed Test 3 on 22 August 2018

Maintain Trust Account Monthly Reconciliation
Statement due
23 August 2018

Maintain Trust Accounts Files  Assess due 24 August 2018


Mid Semester Break 27 - 31 August (inclusive)


3 Sept

Practical Placement

Staff Meeting

Elevator Pitch






10 Sept

Practical Placement

Staff Meeting

Elevator Pitch






17 Sept

Practical Placement

Staff Meeting

Time Management






24 Sept

Practical Placement

Staff Meeting

Dealing with Difficult Clients and Colleagues






1 Oct

Practical Placement

Staff Meeting

Interview Techniques

Team Meeting Assessment due 5 October 2018



Careers Portfolio due
5 October 2018


8 Oct

Practical Placement

Feedback Interviews

Practical Placement Report due 12 October 2018 or 7 days after completion of placement





15 Oct

Practical Placement

Feedback Interviews






22 Oct

Resubmission if required






The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course.  This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Learning Resources

Prescribed Texts


Other Resources

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.

Assessment Tasks



JUST5751 Practise in a Legal Environment

MKTG 7986C Use communication to build relationships

JUST 5191C Prepare and produce complex legal documents

Assessment Task 1- File Work 

This assessment requires you to prepare and produce accurate legal documentation on fictitious clients’ files, use appropriate forms of communications between clients, third parties and co-workers, use advanced functions in Microsoft word and demonstrate an understanding of legal ethics in running a client file by completing online quizzes. Refer to the Assessment document for full details including rubric.

Assessment Task 2- Team Meetings 

This assessment requires you to prepare an agenda and chair a team meeting, participate in team projects and prepare detailed and accurate minutes. Refer to the Assessment document for full details including rubric.

Assessment Task 3- Practical Placement Report 

This assessment requires you to undertake a 20-day practical placement and provide a written report of approximately 1,000 words detailing your experiences during WIL and 500 word reflective observations of what you learned and what value you gained from the placement both personally and professionally. Refer to the Assessment document for full details including rubric.

To be deemed competent you must successfully complete all assessments.


NOTE:  Details about specific tasks and assessment criteria will be included in each of the Assessment tasks documents listed in CANVAS (Learning Management System) under Assessments heading.

Assessment Matrix

The assessment matrix that maps all the assessment is available on CANVAS 

Other Information


Submission Requirements


You should:


  • Ensure that you submit assessments on or before the due date. 
  • Always retain a copy of your assessment tasks. (hard copy and soft copy)
  • When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship.
  • Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers.

Late Submission Procedures

You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

More Information

Where an extension of greater than seven days is needed, you must apply for Special Consideration.  Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.

More Information:

Resubmissions (VET Programs):

If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission.  Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. 

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Grading & re-submissions

Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course.

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:


Marking Guide (Competency):


You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.


You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.



Marking Guide (Grading)


After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:


Final Grades table:




Competent with High Distinction




Competent with Distinction




Competent with Credit




Competency Achieved – Graded




Competency Achieved – Not Graded




Not Yet Competent




Did Not Submit for assessment





Further information regarding the application of the grading criteria will be provided by your teacher.


Course Overview: Access Course Overview