Competencies covered

Competency: CHCCOM002 Use communication to build relationships

Element: 1. Communicate with clients and co-workers

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

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

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

Unit 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.


Different communication styles and techniques, and how they impact on interpersonal communication.
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.
Written correspondence protocols and style guides.
Organisation communication policies and protocols.

Unit offerings

Face to face: (Demand based)

Please note

The Unit Offerings listed above are a guide only and the timetable for any year is the final authority. The College may vary offerings based on demand, regulatory requirements, continual improvement processes or other conditions.

This unit may be available in different modes of delivery i.e. online and face-to-face as listed above. The unit content will not differ between these modes of delivery. There will possibly be a difference in the schedule and/or the prescribed assessment tasks, however both will cover and assess the same content.