CHCCOM002 Use communication to build relationships

Unit code	CHCCOM002
Unit name	Use communication to build relationships
Tafe NSW

Unit purpose

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.

Assessment plan

To demonstrate competence in this unit, you must successfully complete each of the following assessment events:

Event 1	Short answer questions - Communication techniques
Event 2	Written task - Communication needs
Event 3	Portfolio - Facilitate a meeting

Assessment events

Assessment event 1: Short answer questions - Communication techniques

This event requires you to answer questions that demonstrate your knowledge of how to use communication to build relationships with clients and co-workers.

Your evidence must include the following item:

Responses to short answer questions

Your answers must address the criteria as listed in the table below.

Note:

 You must submit your answers using the short answer questions CHCCOM002 Use communication to build relationships .

You must meet the marking criteria below in order to successfully complete this assessment event.

1. Responses to short answer questions

Respond correctly to each of the questions provided. Your responses must:

1. Be presented in the short answer questions CHCCOM002 Use communication to build relationships .

2. Be answered correctly.

3. Provide detail addressing all parts of each question with examples, as appropriate.

4. Use clear and concise language to ensure the intended meaning is understood.

5. Provide references to the source of information, as relevant.

Assessment event 2: Written task - Communication needs

This event requires you to submit a written response that demonstrates your ability to address the communication needs of clients.

The assessment for this event is based on this scenario .

Your evidence must include the following item:

Written responses to the scenario.

Your answers must address the criteria as listed in the table below.

Note: You must submit your answers using this CHCCOM002 Use communication to build relationships .

You must meet the marking criteria below in order to successfully complete this assessment event.

1. Written responses to the scenario.

Respond correctly to each of the questions provided. Your responses must:

1. Be presented in this CHCCOM002 Use communication to build relationships .

2. Be answered correctly.

3. Provide detail addressing all parts of each question with examples, as appropriate.

4. Use clear and concise language to ensure the intended meaning is understood.

5. Provide references to the source of information, as relevant.

Assessment event 3: Portfolio - Facilitate a meeting

This event requires you to submit a portfolio of evidence that demonstrates your ability to facilitate a meeting with a group of at least 3 of your work colleagues based on this scenario.

Your portfolio of evidence must include the following items:

Meeting Agenda
Meeting invitation
Video of meeting
Minutes of Meeting
Feedback and reflection

These items must address the criteria as listed in the table below.

Note:

The group size for this meeting must be a minimum of four participants including yourself.
If you do not currently have a workplace you may conduct this task as a role play addressing the scenario.
You can use a simple video camera such as those found on most smartphones. Follow these instructions for the production of your video. Your video should be no longer than 10 minutes in duration.

You must meet the marking criteria below in order to successfully complete this assessment event.
1. Meeting Agenda	The Meeting Agenda must include: 1. Details of meeting including (date, time, location, who called the meeting, type of meeting, facilitator and note taker details, required attendees, optional attendees). 2. Time, topic and presenter for each Agenda item. 3. Resources required and the name of the person who will organise the resources.
2. Meeting invitation	The Meeting invitation must: 1. Be sent via email, or electronic calendar invite to at least three (3) participants. 2. Include attached Agenda and any additional meeting support materials.
3. Video of meeting	Submit a video (maximum duration of 10 minutes) of you facilitating the meeting. Your video must clearly show: 1. You facilitating the meeting: o in accordance with the Agenda. o to enable participation by all attendees. o to enable attendees an opportunity

to speak and communicate according to individual participant needs

o Respectfully acknowledging contributions made by attendees.

2. You sharing / information of an example of how another community services organisation uses social media to effect.

3. Facilitation of gathering ideas on how social media could be best integrated to your organisation.

4. Facilitation of discussion about the pros and cons of using social media within your organisation.

5. Facilitation of conflict resolution between participants if applicable.

4. Minutes of Meeting

Submit the Minutes of the Meeting as facilitated by you. These must include:

1. Details of meeting (date, time, location, who called the meeting, type of meeting, facilitator and note taker details, apologies and attendees).

2. Topic, presenter, discussion, conclusion, action items, person responsible, deadline for each agenda item.

5. Feedback and reflection

Submit a word processed document describing:

1. Summary of feedback gathered from meeting participants. Including effectiveness (or not) of communication strategies used.

2. At least two (2) communication strategies used to ensure all attendees contributed to the meeting.

3. At least one (1) strategy used to diffuse any conflict that arose during the meeting if applicable. If no conflict occurred describe what you would do if this did occur.

4. At least one (1) opportunity for improvement to communication skills.

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