Unit of competency Outline
Date retreived
22/07/2026 4:13 PM AWST
22/07/2026 4:13 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Use communication to build relationships
Use communication to build relationships
Unit of competency
National Code
CHCCOM002
CHCCOM002
State Code
AVC31
AVC31
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
22/01/2016
Field of Education
120505 - Work Practices Programmes
Original Release Date
22/01/2016
Nominal Hours
45
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.
Notes
Elements and Performance Criteria
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
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
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
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D2313 | CHCCOM403A | Use targeted communication skills to build relationships | Unit of competency |