Course Title: Use communication to build relationships

Part B: Course Detail

Teaching Period: Term2 2025

Course Code: MKTG7970C

Course Title: Use communication to build relationships

Important Information:

Please note that this course has compulsory in-person attendance requirements for some teaching and assessment activities.

School: 535T Social Care and Health

Campus: City Campus

Program: C4432 - Certificate IV in Community Services

Course Contact: Sunil Lad

Course Contact Phone: 9925 4109

Course Contact Email: sunil.lad@rmit.edu.au

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

None

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.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	CHCCOM002 Use communication to build relationships
Element:	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
Element:	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
Element:	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 and applied the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

This course has Face to Face delivery. Skills and knowledge are provided in these classes.

Learning activities will include:

Practical demonstrations
Online Discussion Forums, Groupwork and Quizzes
Analysis/critique of relevant reading material
Workshops, group discussion
Peer learning
Guest lecture/presentation
Research activities
Group activities/projects
Simulated workplace activities

Teaching Schedule

Course Schedule: Use communication to build relationships	Semester 2: 2025
Week	Topic
Week 1	Developing communication skills Communication Process & Channels: Digital Inclusion Effective Client-Colleague Communication Techniques Barriers: Understanding, Overcoming Communication Hurdles Overview of Assessment tasks Addressing communication needs Active Listening: Skill Development for Engagement Respectful Communication: Diversity, Rights Upheld Legal & Ethical: Human Rights, Privacy Diversity Communication: Policies, Procedures	Overview of Assessment tasks
Week 2	Communication skills in the workplace Client, Co-worker Communication Respectful, Inclusive Communication Approach Representing Organisations Information Sharing: Communication Policies, Protocols Working with Diverse People Specific Communication Needs/Addressing Communication Needs/Working with Diversity Access Interpreters, Translators
Week 3	Conflict Resolution Identify & address Communication Barriers Manage Conflict, Refer Appropriately Apply Conflict Resolution Methods Feedback: Improve Communication Effectiveness Setting Healthy Worker Boundaries Preparing written communications and using digital media in community services Organisational Correspondence, Style Guides Privacy, Copyright, Intellectual property Protection Workplace Digital Media Protocols Effective Networking Assessment task 2 explanation
Week 4	Facilitating workplace meetings Oral Communication/presenting information Group facilitation skills Developing agendas and inviting participants to meetings Chairing meetings, including dealing with conflict and encouraging participation Meeting communication protocols i.e. minutes Prepare for Assessment Task 1 Seeking feedback from participants	Assessment task 2: Knowledge Questions due
Week 5	Assessment Task 1: Preparation & Discussion: Recap and Review of Key Learning with Communication Assessment Task 1: Explained Complete Part 1 & 2 Practice in allocated groups
Week 6	- Assessment 1 Roleplay
Week 7	- Assessment 1 Roleplay (If Required)

Learning Resources

Prescribed Texts

References

Other Resources

Overview of Assessment

There are two individual assessment tasks consisting of role plays, and short answer questions.

Assessment Tasks

Assessment Task 1: Facilitate and review a meeting

The assessment requires you to demonstrate your verbal and written inclusive and respectful communication skills by planning and conducting a simulated workplace meeting. You will also review your performance by receiving and reflecting on feedback.

Assessment Task 2: Knowledge Questions

You need to respond to 6 questions to demonstrate your knowledge and apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust in a community services worker role.

Assessment Matrix

A marking rubric for each assessment task is located on Canvas

Other Information

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

Course Overview: Access Course Overview