Course Title: Build client relationships and business networks

Part A: Course Overview

Program: C6169 Advanced Diploma of Business (Public Relations)

Course Title: Build client relationships and business networks

Portfolio: Vocational Education

Nominal Hours: 50

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.

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities. 

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption. 

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209. 

Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus 


Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance. 


Terms

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG7904C

City Campus

TAFE

650T Vocational Business Education

Face-to-Face or Internet

 Term2 2021

Course Contact: Nick Reynolds

Course Contact Phone: +61 3 9925 0791

Course Contact Email: nick.reynolds@rmit.edu.au



Course Description

This unit describes the performance outcomes, skills and knowledge required to establish, maintain and improve client relationships, and to actively participate in networks to support attainment of key business outcomes.

This unit applies to individuals in a variety of roles who are required to establish, maintain and improve client relationships to facilitate organisational objectives.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

BSBREL402 Build client relationships and business networks

Elements:

1. Initiate interpersonal communication with clients

2. Establish client relationship management strategies

3. Maintain and improve ongoing relationships with clients

4. Build and maintain networks

Learning Outcomes

This course is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to plan and implement business-to-business (B2B) marketing. You will learn how to communicate effectively with clients and establish business networks, while implementing strategies to maintain and manage client relationships. 


Overview of Assessment

Assessment Methods

A range of assessment methods will be used to assess practical skills and knowledge. The following assessment methods will be used specifically to assess competency in building client relationships and business networks:

  • Project management
  • Written reports supported by practical assignments or tasks for individual assessment
  • Observation of workplace practice supported by personal interviews
  • Knowledge tests
  • Practical display with personal interview, presentations or documentation
  • Case studies
  • Real situations
  • Interaction with others.

Performance Evidence

Evidence of the ability to:

  • identify clients’ preferred communication styles and methods and potential barriers to communications and use appropriate communication styles and strategies
  • apply communication techniques to establish rapport and promote two-way communication
  • develop and implement client loyalty strategies and service standards based on business objectives and client information
  • develop and implement strategies to elicit feedback from clients and use it to improve relationships and customer satisfaction
  • maintain contacts and participate in formal and informal networks that support the business and enhance personal knowledge of the market.

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

  • give examples of strategies that can build client loyalty including those that focus on:
  • financial incentives and special offers
  • premium services and private/dedicated facilities
  • loyalty programs, rewards and recognition
  • outline issues that are commonly addressed in client care/service standards in the industry
  • outline typical barriers to communicating with clients and possible strategies to address them
  • give examples of strategies for feedback
  • describe the principles and techniques for effective communication and networking
  • outline networking opportunities relevant to the business with reference to:
  • government, industry and professional associations
  • trade shows, conferences, briefings and other professional development activities
  • existing groups or networks
  • businesses and individuals
  • outline aspects of organisational policies, procedures and processes that are relevant to communicating with clients and participating in networks.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations - relationship management field of work and include access to:

  • relevant workplace documentation and resources
  • case studies and, where possible, real situations
  • interaction with others.

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. You will be provided with feedback throughout the course to check your progress.

Feedback

Feedback will be provided throughout the semester in class and/or with 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 can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.