Learner Guide

Build and maintain

business relationships
BSBTWK401
 Week Topics
1 • Introduction
• Understanding business development and networking objectives
• Networking opportunities
• Ways to build business relationships through communication
2 • Use written and verbal communication to promote business opportunities
• Build rapport with business contacts
• Barriers to business development opportunities
3 • Problem-solving in business
• How to network and develop contacts
• Strategies to maximise the effectiveness of networking
4 • Types of networks
• Building and maintaining business relationships
• Seeking and responding to feedback
5 Additional videos and further reading
6 Additional videos and further reading

Week 1

Topics:

• Introduction
• Understanding business development and networking objectives
• Networking opportunities
• Ways to build business relationships through communication

Introduction
This unit describes the skills and knowledge required to establish, develop and maintain effective work
relationships and networks through relationship building and negotiation skills required by workers.
These workers may be within an organisation as well as freelance or contract workers.
The unit applies to individuals with a broad knowledge of networking and negotiation who contribute
to creating solutions to unpredictable problems. They may have responsibility for and provide
guidance to others.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Understanding business development and networking objectives
One of the main ways businesses express their objectives is by developing a vision statement, a
mission statement, and a list of values with definitions.
Vision statement
A vision statement describes how an organisation sees the way it will develop in the future. It is a
picture of what it will look like if the business achieves all of its strategic goals. A good vision
statement will be inspirational and compelling so that all staff will be able to commit to it. It is also
important that, while it should be idealistic, there should be a specific and tangible aspect to it,
otherwise staff will not know how to pursue it.
Mission statement
An organisation's mission explains its purpose and reason for existence. The mission statement can
also be thought of as describing how the organisation will achieve its vision. It communicates a sense
of purpose and common direction to staff and encourages greater team cohesion because of shared
purpose.
Values
Values represent the beliefs and principles which guide the organisation. Similarly to the vision
statement and the mission statement, for an organisation's statement of values to be effective and to
make a meaningful difference in the organisation, they need to be embedded in the organisation's
practices, regularly discussed and implemented in practical ways.

Common examples of values include:

Accountability. Acknowledging and assuming responsibility for actions, products, decisions, and
policies.
Balance. Making it a priority to assist staff with maintaining a healthy work-life balance.
Commitment. Committing to excellence in the production of products and services and in the
conduct of the business.
Diversity. Acknowledging the diversity within the organisation and cultivating an inclusive
environment.
Innovation. Having a culture that encourages the adoption of creative ideas and different ways of
operating.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 3

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Further Reading:
Identify Your Networking Goal
https://accm.edu.au/our-college/blog/identify-your-networking-goal/

Video:
The Difference Between Vision, Mission, Strategy and Core Values
https://www.youtube.com/watch?v=zVUL7nSTGKE

Networking opportunities
Networking can be an inexpensive way to promote your business or your career. Through networking,
you can overcome potential barriers by drawing on the knowledge and experience of others.
There are many different options for networking, especially now, with the development of technology,
so it is important to do some preliminary research to determine which method is most suitable for you
or your business.

Networking opportunities include the following:

Conferences and events
Get into the habit of regularly attending breakfasts, seminars, lectures, and lunches held by various
groups. These events are usually advertised in newspapers, business and trade magazines or online.
You can invite others in your field or from your local area to attend as well.
If you're feeling confident, you might consider sponsoring an event for people in your industry, or
even one for an industry that many of your clients or suppliers are from. You could also consider
running your own event. Learn more about promoting your business at trade shows and exhibitions.
Business contacts
If you are too busy to attend many events, focus on developing relationships with just 3 or 4 key
people. Strengthen your relationship with contacts you have a good rapport with. Consider
connections who might face similar challenges to you and work out how you might be able to help
each other.
Industry associations
It's a good idea to join networking groups run through industry associations. Joining these groups will
help you keep up to date with changes in your industry and will get you invited to networking events.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 4

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Networking groups
Joining networking groups will give you a chance to meet people from a wide range of small- to
medium-sized businesses. Contact your industry association and business contacts or search online,
for example, on the Meetup website, to find out a networking group that suits you.
Online networking
Online social networking sites (such as Facebook and LinkedIn) are useful tools for businesses to
create networks (with other businesses and industry associations) and follow up with new contacts.
Connecting with your industry online will help you keep up to date with events. You can also sign up
for online newsletters from industry associations and other businesses and receive regular updates
about events and opportunities.
Personal contacts and social events
Networking through friends and family can be a great way to establish strong business relationships.
You might meet someone who could be helpful for your business, or someone whose business you
can help, at a social event. If you develop a rapport with them and exchange contact details, you can
then arrange a more official meeting with them later.

There are some simple questions you can ask when deciding who should be in your network.
• Who can help me?
• Who knows about current developments in my field?
• Who already has strong networks?
• Who are the critical links in the supply and information chain?
• Who are the high-profile people?

Individual Activity:
Consider career options that you are interested in. Write down three relevant career goals, and
then identify three networking opportunities that would assist with pursuing those career goals.
Complete the activity and review your work in class.

Further Reading:
7 Types of Networking Opportunities
https://www.indeed.com/career-advice/career-development/networking-opportunity

BSBTWK401 - Build and maintain business relationships V3 2021 Page 5

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Video:
Networking for People Who Hate Networking
https://www.youtube.com/watch?v=wM6ZBLMLd7s

Ways to build business relationships through communication

Good communication is key to building business relationships with customers, employees, vendors, and

investors. Here are six tips on how to communicate better to improve your business partnerships.

1. Maximise communication

Do not be afraid to communicate too much. Keeping your partners and contacts informed is critical to a

healthy business relationship. Regular status updates and reports on your projects or other collaborations

will save your partners time as they will not need to keep asking for updates, and it will help assure them

that you're working with their best interests at heart.

2. Keep Your Commitments

Being true to your word will go a long way towards building trust between you and your partners. If you

say you'll deliver something by a given date, you need to get it done by then. People will take note of this

sort of commitment to your work. Once partners and customers know you'll meet your deadlines, they'll

realise that you're worth working with in the long run. It also helps to build goodwill in case something does

go wrong. Those you have business relationships with will be far more forgiving of any mishaps if you have

shown that you are consistently reliable.

3. Honesty

Honesty is probably the most important characteristic when it comes to communication in business

relationships. If you stay honest with your communication and dealings, you'll earn trust more than through

any other factor. Clients, vendors, and employees will be able to tell if you're attempting to twist the truth.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 6

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 It is usually very obvious when someone is trying to manipulate the truth or be dishonest, and it has a very

harmful effect on business relationships.

4. Keep in Touch

If you don't nurture your business relationships, they will be adversely affected just like any other

relationships. If you're always at the forefront of someone's mind, they're much more likely to think of you

when new opportunities arise.

Social media tools can make it easy to stay in touch, even if you're just sharing posts and commenting. If

you make a point of keeping yourself on the radar of as many people as possible, not only will you maintain

your existing relationships, but new partnerships and opportunities will develop.

Further Reading:
11 Ways to Build Solid, Strong, Lasting Business Relationships
https://smallbiztrends.com/2015/06/build-lasting-business-relationships.html

Video:
Professional Communication Skills [BUSINESS COMMUNICATION PRO]
https://www.youtube.com/watch?v=WESGDi_ajUU

Question – Short Answers

Answer the following questions. (60 – 80 words per answer)
1. Explain why it is a good idea to develop a networking plan.
2. List and explain three examples of networking opportunities.
3. Explain three strategies that you can use to build strong business relationships.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 7

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Week 2

Topics:

• Use written and verbal communication to promote business opportunities

• Buil rapport with business contacts
• Barriers to business development opportunities

Use written and verbal communication to promote business opportunities

The following are some guidelines about how to use written and verbal communication to promote
business opportunities most effectively:
Adjust the way you communicate
There are various effective business communication techniques. First, think about the way you
communicate. And remember that not all communication is verbal.
Assess your current forms of communication, and identify when you use each type of communication.
Then you can start to break down how to adjust and improve on these modes of communication.
• Verbal communication is used to process orders, share ideas, and run operations. The best
verbal communicators adapt to their audience and environment. Adopting the right tone to suit
the audience and context is key.
• Written communication Examples include email, text, letters, written notes etc. Again, it is
crucial to communicate in a way that suits the context. For example, a report will need to be more
formal and precise, whereas an email to a colleague can be more casual. At the same time, in
work-related communications, it is essential to maintain professionalism. Often, the solution will be
to find a balance between being formal and casual.
• Body language includes movement, sign language, eye contact, and posture. Body language
could be smiling when a customer walks into your store, leaning forward when someone is talking
to you, or even gesturing where someone can apply free hand sanitiser in your workplace.

Choose the right time and place

Another effective business communication technique is to tailor your communications for specific
scenarios.
For example, you would talk about salary adjustments in a private meeting, but you would discuss
changes to organisational procedures in a group setting.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 8

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Communicating at the right time and place can help develop a positive workplace culture where
team members feel valued. Here are a few ways to think about time and place for effective business
communication.
• One-on-one. These meetings are perfect for boosting employee engagement. Whether you need
to discuss performance issues or career opportunities, one-on-one meetings allow for more
personal and open communication.
• Training. Employees should undergo training as part of the induction process , and in that
context, management can share important information about the organisation, such as its vision
and values.
• Team meetings. Team meetings prepare your staff to take on the week. Use them to go over
key details to remember, like reviewing work requirements for the week ahead. Meetings can be
conducted in different formats, for example - a casual stand-up, virtual meeting, or roundtable
discussion.

Elicit a feeling
One of the most effective business techniques is to plan your communications to elicit a feeling. If
you're delivering a budget presentation, you might need your audience to feel a bit of fear because,
without that increased budget, you're not going to be able to hit your sales targets. If you're talking to
your team about COVID-19 safety protocols, you might want to elicit comfort so your team knows that
their safety is a priority.
Some examples of feelings that can be elicited in your communication include the following:
• Vulnerability. Being honest and letting your guard down can be a very effective means of
communicating information, especially when that information is not good news or is challenging in
some way. For example, if you run a business and had to lay staff off some staff because of the
global pandemic, you could explain to the team that it was a difficult decision for you to make.
Vulnerability on the part of one person inspires others to feel safe to share their thoughts too.
• Empathy. Empathy means relating to the position and experience of your audience. If a new staff
member is making mistakes or not performing optimally in their first week with the business,
rather than expressing frustration, you should consider your own experience when starting a new
job, and how you can assist them with further training and guidance.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 9

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 • Trust. If your employees tell you something in confidence, respect their privacy. Maintain
psychological safety by building a culture where people can be themselves without consequence.
Let them know it's ok to be open in this collaborative setting.

Ask for feedback

Whether you're communicating with your staff or with your manager, you can use feedback to adjust
and improve in the future.
• Open your doors. Empower your employees to talk to you if they have concerns. They shouldn't
feel trapped if something is preventing them from doing their jobs. You'll build trust when they
can approach you with their issues.
• Go mobile. Written communications have their limits. People can ignore their emails or forget to
respond to texts. Consider a central platform where your team can receive updates and provide
input. A mobile platform can save you time and energy chasing people down.
• Build a process. Create a process for providing feedback. It might be that your team fills out a
survey after a meeting, or you can set up a separate time to collect feedback face to face.

Further Reading:
Communicating effectively for business
https://www.business.qld.gov.au/running-business/marketing-sales/managing-
relationships/communicating-effectively

Video:
How to Communicate with Customers: Crash Course Entrepreneurship #11
https://www.youtube.com/watch?v=gaPWVChiyfk

Reflection:
Consider a time when you made a presentation or communicated important information in some
way, such as a training session or seminar. Identify three ways in which you feel that you
communicated effectively and three areas for improvement.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 10

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Build rapport with business contacts

Rapport is a connection or relationship with someone else. It can be considered as a state of

harmonious understanding with another individual or group. Building rapport is the process of
developing that connection with someone else.

Helpful Rapport Building Behaviours

Certain behaviours are particularly helpful in building rapport. These include:
• If you are sitting, then lean towards the person you are talking to, with hands open and
arms and legs uncrossed. This is open body language and will help you and the person you are
talking to feel more relaxed.
• Look at the other person for approximately 60% of the time. Give plenty of eye-contact but be
careful not to make them feel uncomfortable.
• When listening, nod and make encouraging sounds and gestures.
• Smile!
• Use the other person's name early in the conversation. This is not only seen as polite but will
also reinforce the name in your mind so you are less likely to forget it!
• Try to ask the other person open questions (the type of questions that require more than a
yes or no answer). These questions are more comfortable to answer, because you are not being
put on the spot to give a clear opinion
• Avoid contentious topics of conversation. It is much easier to stick to the weather, the last
speaker, and travel arrangements than risk falling out over politics.
• Use feedback to summarise, reflect and clarify back to the other person what you think they
have said. This gives opportunity for any misunderstandings to be rectified quickly.
• Talk about things that refer back to what the other person has said. Find links between
common experiences.
• Try to show empathy. Demonstrate that you can understand how the other person feels and
can see things from their point of view.
• When in agreement with the other person, openly say so and say why.
• Build on the other person's ideas.
• Be non-judgemental towards the other person. Let go of stereotypes and any preconceived
ideas you may have about the person.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 11

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 • If you have to disagree with the other person, give the reason first, then say you disagree.
• Admit when you don't know the answer or have made a mistake. Being honest is always the
best tactic, and acknowledging mistakes will help to build trust.
• Be genuine, with visual and verbal behaviours working together to maximise the impact of your
communication.
• Offer compliments, avoid criticism and be polite.

Further Reading:
6 Ways to Build Rapport With Clients and Colleagues
https://www.inc.com/young-entrepreneur-council/6-ways-to-build-rapport-with-clients-
colleagues.html

Video:
Build Rapport & Trust With Customers & Clients (The Simplest Way)
https://www.youtube.com/watch?v=wEGjZoTBitg

Barriers to business development opportunities

Barriers to the development of business include the following:

Tactical vs strategic focus

Being too busy dealing with the day-to-day issues rather than spending time thinking long-term is
counter-productive as a team leader or manager. If top management engages in fire-fighting,
administrative tasks or problem solving, then there is little to no time to address the root cause.
Managers should be more involved in preventing problems than fixing them. The key to this is making
plans and determining strategic directions.

People
People are one of the most crucial factors in the success of a business. To develop sustained growth,
you must be able to attract and retain quality staff. Further, staff need to be held accountable for the
roles they are required to perform so that the business can operate successfully. Likewise, poor
performance should be addressed quickly and fairly.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 12

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Silos
Goals and accountabilities need to be implemented and operated throughout the organisation across
different departments. The growth of a business requires the whole organisation to work together,
which means that different departments should not be operating in isolation. One very effective way
of getting rid of silos is to have a unifying goal for the organisation, e.g., client-centric.

Lack of a value proposition

To achieve success in business, it is necessary to have a unique value proposition that your business
development, sales and marketing teams and your clients can understand and appreciate.
The message in your marketing initiatives must clearly and consistently express your unique value
proposition.

Further Reading:
5 Barriers to Small Business Growth and How to Break Through Them
https://fundbox.com/blog/5-barriers-to-small-business-growth-and-how-to-break-through-them/

Video:
Barriers to Startup Growth
https://www.youtube.com/watch?v=I_65ZJRDvzc

Question – Short Answers

Answer the following questions. (60 – 80 words per answer)
1. Explain the difference between a vision statement and a mission statement.
2. List and explain four examples of organisational values.
3. List and explain three examples of opportunities for networking.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 13

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Week 3

Topics:

• Problem solving in business

• How to network and develop contacts
• Strategies to maximise the effectiveness of networking

Problem solving in business

Problem solving is an essential part of success in business.
Brian Tracy, in his book "The Power of Self-Discipline" gives the following advice about problem
solving:
1. Take the time to define the problem clearly. Many executives like to jump into solution mode
immediately, even before they understand the issue. In some cases, a small problem can become
a big one with inappropriate actions. In all cases, real clarity will expedite the path ahead.
2. Pursue alternate paths on "facts of life" and opportunities. Remember, there are some
things that you can do nothing about. They're not problems; they are merely facts of life. Often,
what appears to be a problem is actually an opportunity in disguise.
3. Challenge the definition from all angles. Beware of any problem for which there is only one
definition. The more ways you can define a problem, the more likely it is that you will find the best
solution. For example, "sales are too low" may mean strong competitors, ineffective advertising, or
a poor sales process.
4. Iteratively question the cause of the problem. This is all about finding the root cause, rather
than treating a symptom. If you don't get to the root, the problem will likely recur, perhaps with
different symptoms. Don't waste time re-solving the same problem.
5. Identify multiple possible solutions. The more possible solutions you develop, the more likely
you will come up with the right one. The quality of the solution seems to be in direct proportion to
the number of solutions considered in problem-solving.
6. Prioritise potential solutions. An acceptable, doable solution is usually superior to an excellent
solution with higher complexity, longer timeframe, and higher cost. A rule says that every large
problem was once a minor problem that could have been solved easily at that time.
7. Make a decision. Select a solution, any solution, and then decide on a course of action. The
longer you put off deciding on what to do, the higher the cost and the larger the impact. Your

BSBTWK401 - Build and maintain business relationships V3 2021 Page 14

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 objective should be to deal with 80% of all problems immediately. At the very least, set a specific
deadline for making a decision and stick to it.
8. Assign responsibility. Who exactly is going to carry out the solution or the different elements of
the solution? Otherwise, nothing will happen, and you have no recourse but to implement all
solutions yourself.
9. Set a measure for the solution. Otherwise, you will have no way of knowing when and
whether the problem was solved. Problem solutions in a complex system often have unintended
side effects which can be worse than the original problem.

Further Reading:
10 Step Process for Effective Business Problem Solving
https://www.liveplan.com/blog/the-best-ways-to-approach-problem-solving-in-business/

Video:
Business Problem Solving Model
https://www.youtube.com/watch?v=hBY66Yjx3Mg

How to network and develop contacts

Networking is a continual process that requires planning, persistence, and organisation. It is important
to have a positive attitude and consider what you have to offer others rather than just what you can
gain from them. The following are some guidelines for effective networking:
1. Meet People Through Other People
The best and easiest way to meet people is through referrals. Stick around with the people you
already know and who know the people you are looking to meet. Being introduced through them or
joining in with their conversations you will very likely receive a warm welcome and introduction to the
person you wanted an introduction to. This is a similar effect to LinkedIn through their online
introduction tool, or even through joining the right circle at an event with somebody you know.
2. Leverage Social Media
Social media is an effective way to get to know important contacts better and without the pressure of
a face to face meeting that you may not be prepared for. Seek out like-minded or key contacts you
would like to know better within your LinkedIn profile, Google Plus, Twitter and more. Try
BSBTWK401 - Build and maintain business relationships V3 2021 Page 15
RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 commenting on a link they post or responding to a comment they make, start a conversation with
them and offer them value in return. When you have the opportunity to meet them in person it will be
easier to reference previous communications with them.
3. Use Your Resume as a Tool for Advice
Another easy yet highly effective way to network during a job search is to ask others who you have
established a relationship with to review your resume and give you feedback on how to improve it.
Using this technique is valuable for a number of reasons. When reviewing your resume they will
discover your work history, your previous titles, your objectives and many things they may not yet
know about you. They may remember a company or a connection that your background may be
perfectly suited to.
4. Don't Take Up Too Much Time
Before you start networking, be sure to have an agenda and keep the meeting on track. Time is
money and people are never happy with someone that takes up too much of their time. By planning
out your meeting ahead of time, you establish your professionalism, you gain credibility and cover all
the critical topics you wanted to cover. .
5. Let The Other Person Speak
When networking, be sure that you don't do all the talking. The key to being a good conversationalist
is being a good listener. If you have asked another person for advice or their opinion, make sure they
have the opportunity to offer it and tell you. Or perhaps they are looking for you to add value to their
work. If you do all the talking, the person may feel you are uninterested in what they have to say and
unsure what action to take with the information you have supplied. Ask some of the following
questions:
• How long have you been with this company? Or how long have you been in this field?
• What do you like or dislike about your job?
• What type of training did you need for this position?
• What is the culture of this company?
6. Present A Success Story
Once you have found a topic the other person may be interested in and offer advice on, present a
solution by telling a story about how you helped others in a similar situation. Tell them about your
problem and how you solved it, but keep it short and sweet. Start by telling them about the problem
and then your solution. Include lots of information on how disastrous things were before they came to
a happy ending, where everything worked out for the better.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 16

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 7. Ask For Suggestions on How to Expand Your Network
One of the main goals of networking is to meet one or two people and tap into the network of the
people you are meeting with. Each separate person you meet will know approximately another 200
people. If you can gain introductions to some of these contacts, you will quickly increase your network
and your chances of finding an extremely valuable connection. Ask your contacts if they can
recommend a professional organisation or the names of some of the people you should be talking
with.
8. Find a Reason to Follow Up
If you want to establish rapport with another person, create a reason to keep the relationship going.
If you read an article that adds to a discussion you had during a networking meeting, save it and send
it to them with a brief note on what you found interesting and how you think it could benefit them.
Try and find at least two or three opportunities yearly to reconnect with the members of your
network.
9. Always Remember to Say Thank You
Building a network is about creating a genuine, caring relationship. Thank your connection for the
information they have given, and see if you can help them in any way. Share any knowledge you feel
would be useful for them. Keep notes on what you learn about your contacts so your future
correspondence can have a personalised touch.
10. Online Presence
Ensure your online profile is always up-to-date. Recruiters often use social media platforms to probe
potential candidates and even check out your skills and experience. Many experts in human resources
now consider your LinkedIn profile to be at least as important, if not more so, than your resume in
career development and job seeking.

Further Reading:
How to Network Effectively
https://www.inc.com/guides/2010/08/how-to-network-effectively.html

Video:
Best Networking Tips: How to Make a Connection
https://www.youtube.com/watch?v=OVf5c7NthSw

BSBTWK401 - Build and maintain business relationships V3 2021 Page 17

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Strategies to maximise the effectiveness of networking
The following are some tips to maximise the effectiveness of your networking:
1. Get people to talk about themselves first, so you know how to frame what you say about your
business to suit them.
2. Don't just tell people what you do, there may be hundreds of people doing exactly the same thing.
Tell people why they should use you. And think about this in an innovative way. Don't use phrases
like "the best/quickest/fastest/most efficient/most creative" - you might as well say nothing. On
the other hand, if you say something like "we enabled our customers to improve customer
satisfaction ratings by 55 per cent" - that's worth listening to.
3. Don't be scared to take examples of your work if it helps to explain it.
4. Don't give up because you didn't win business the first time you went. Networking is about
building long-term relationships - it's not a quick fix.
5. Always have business cards, and lots of them - you'd be amazed how many people turn up
without them.
6. Be memorable for the right reasons.
7. Listen to others, and show you're listening. If you play with your phone while they're speaking,
they'll be less inclined to listen to you.
8. Follow up with personalised emails where appropriate - but don't spam.
9. Don't switch off because you can't sell to the person you are talking to - they'll have a network of
contacts and clients who may be useful.
10. Don't be scared if you happen to end up sitting next to a competitor. Talk about your differences -
maybe there's a business relationship to be developed through skills sharing.
11. Use case studies and refer to real customers. Give context to your work. It makes it much more
memorable.
12. Try not to read off a sheet. Have confidence in your business - no one knows it better than you.
13. Don't just stick with the people you know. Obviously, you want to build relationships, so spend a
bit of time seeing how they are and reminding them of your existence, but then move on. Don't sit
at a table where you know everyone; they've heard your two minutes already. Go where you know
no one; you have more to gain.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 18

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 14. The most important thing to remember if you're nervous about speaking is that everyone sitting
around the table wants you to do well and are just pleased that you're talking at that moment
instead of them!
Further Reading:
10 tips to improve the quality of your networking
https://www.monster.com/career-advice/article/improve-quality-of-your-networking

Video:
10 Simple Ways To Improve Your Networking Skills - How To Network With People Even If You're
Shy!
https://www.youtube.com/watch?v=E5xTbn6OnAA

Individual Activity:
Do some research and find an event or networking opportunity that would be relevant to your career
development. Make some notes about how you would network at the event and what strategies you
would follow.
Complete the activity and review your work in class.

Question – Short Answers

Answer the following questions. (60 – 80 words per answer)
1. Explain the three different modes of communication and when each would be used.
2. Give five examples of behaviours that can be used to build rapport.
3. List and explain three barriers to business development opportunities.

Week 4

Topics:

• Types of networks
• Building business relationships
• Seeking and responding to feedback

BSBTWK401 - Build and maintain business relationships V3 2021 Page 19

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Types of networks
There are various formal and informal networks that you can get involved in to promote your career
and business. The following are some examples:
Casual contact networks

These are general business groups that allow many people from various overlapping professions.
These groups usually meet monthly and often hold mixers where everyone mingles informally. They
may also hold meetings where guest speakers present on important business topics or to discuss
issues concerning legislation, community affairs or local business programs.
The best examples of these groups are the thousands of chambers of commerce active across North
America and elsewhere in the world. They offer participants an opportunity to make valuable contacts
with many other businesspeople in the community. By attending chamber events, you can make initial
contacts that will be valuable in other aspects of developing your referral business.
But, because casual-contact organisations aren't tailored primarily to help you get referrals, you have
to exert effort to make them work. For example, you can volunteer to be a chamber ambassador, a
position that that requires little time commitment but provides much exposure. Sitting on committees
helps you get to know members better. Most of all, you need to attend events regularly so you can
take advantage of every opportunity to strengthen the relationships you form.
Strong contact networks

Organisations whose purpose is principally to help members exchange business referrals are known as
strong contact referral groups. Some of these groups meet weekly, typically over lunch or breakfast.
Most of them limit membership to one member per profession or specialty.
Strong contact networks provide highly focused opportunities for you and your associates to begin
developing your referral marketing campaigns. You won't meet hundreds of businesspeople in this
group, but all the members will carry your business cards around with them everywhere they go. The
net result is like having up to 50 salespeople working for you! With a program like this, you'll be
establishing powerful long-term relationships that will prove invaluable.
If you're considering a strong-contact group, you'll want to keep a few things in mind:
• You need to have a schedule that lets you attend all or almost all of the meetings. Regular
attendance is vital to developing a rapport with the other group members and getting to know
their businesses.
• It would help if you felt comfortable going to a networking event and being on the lookout for
prospects who can help other members of your group. A good strong-contact networking group
BSBTWK401 - Build and maintain business relationships V3 2021 Page 20
RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 typically tracks the amount of business that's conducted. If you're not "pulling your weight," you'll
be asked to leave, or referrals will stop coming your way.
Community service clubs

Unlike more business-oriented groups, service groups aren't set up primarily for referral networking;
their activities focus on community service. However, in giving time and effort to civic causes, you
form lasting relationships that broaden and deepen your personal and business networks. If you go in
not to benefit but to contribute, the social capital you accrue will eventually reward you in other ways
and from other directions -- business among them.
Professional associations

Professional association members tend to be from one specific type of industry, such as banking,
architecture, personnel, accounting or health. The primary purpose of a professional association is to
exchange information and ideas.
Your goal in tapping into such networks is to join groups that contain your potential clients or target
markets. A simple procedure for targeting key groups is to ask your best clients or customers which
groups they belong to.
Many groups limit their membership to those who have specific industry credentials, and vendors
aren't welcome. However, to generate more income or to give their full members a well-rounded slate
of potential vendors, a growing number of associations have created an associate member category
whose members aren't active in the business or profession for whom the group was formed.
We recommend you stand out in these types of networks by finding ways to help without selling to
members. For example, if you were a social media consultant and joined an association of
professional business coaches, rather than trying to "sell" them on your services, how about
volunteering to run the association's social platforms? Taking charge of
their Facebook and LinkedIn pages would be a great start toward building relationships and showing
them your value.
Online networks

From a business perspective, the ideal use for social media is to build your brand and credibility with
the people you are connected to by providing value for your connections and followers. Whether
you're talking about face-to-face networking or online networking -- credibility and relationship
building is still critical to the process.
With social media, the key to success is outlining a strategy that considers the amount of time you
can realistically dedicate to your online marketing efforts and being consistent. Map out a weekly
BSBTWK401 - Build and maintain business relationships V3 2021 Page 21
RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 schedule that outlines specific days and times you'll spend developing your social media strategy.
Figure out what's realistic and what makes sense for your company, and go from there.
Once your strategy's in place, you'll no doubt be anxious to start seeing a return on your social media
investment. It's vital to remember that networking is more about farming than it is about hunting,
whether online or face to face. It's about cultivating relationships with people. It's about building the
credibility of your brand, and that doesn't happen overnight.

Further Reading:
Business networking tips and techniques for networking events and networking websites
https://www.businessballs.com/building-relationships/networking/

Video:
An introvert's guide to networking | Rick Turoczy | TEDxPortland
https://www.youtube.com/watch?v=Cj98mr_wUA0

Building and maintaining business relationships

Here are three ways to create quality business relationships:
Get to know the person
Successful relationships are built on trust., but building trust requires us to get to know something
about the other person. And, to get to know someone, you must spend time with them. In our
current business environment, much of our communication is delivered through email and texting.
However, this form of impersonal communication is no substitute for building quality relationships.
As someone who wants to develop your career or business, one of your best investments is to spend
face-to-face time building relationships that go beyond the superficial level to a deeper bond.
Solve a problem
By spending time building business relationships, you will discover other people's challenges,
aspirations, suspicions, and what makes them happy. Consider how you can help others solve a
problem or benefit their lives in some way. To expand your sphere of influence and increase your
number of quality business relationships, block time in your calendar schedule to contact potential
clients, business partners, mentors or people with shared interests to your own, and discuss ways of
offering assistance.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 22

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Be ready for the Long Haul
Building quality business relationships takes time and effort. Over time, just as with any relationship,
business relationships get deeper and stronger as trust builds; both people collaborate and interact.
They feel more of a vested interest in each other's success. As a quality relationship develops, it will
often expand beyond purely business transactions and interests to become a friendship in which both
parties take a holistic interest in the other person and their life.

Forum Activity:
Consider the opportunities you have, or would like to have, to build business relationships. Make a
list of at least four opportunities and explain how you would take advantage of them.
Share your thoughts in the Student Forum and review the answers of other students.

Further Reading:
How To Build Authentic Business Relationships
https://www.forbes.com/sites/forbesbusinesscouncil/2021/06/15/how-to-build-authentic-
business-relationships/?sh=abea7ca36044

Video:
How to build and maintain successful business relationships | Robert Half Recruitment
https://www.youtube.com/watch?v=kfpv3ZedSiU

Seeking and responding to feedback

Being able to seek and respond to feedback effectively is a crucial skill concerning building and
maintaining business relationships. The following steps provide some guidelines about dealing with
feedback effectively:
1. Listen
When somebody is giving you feedback, it's important to listen carefully to what they're saying.
Explaining your actions might be your first instinct, but such efforts aren't necessary and likely won't
prove helpful in the long run. Colleagues often give feedback to help you improve your performance,
so try to let them explain their perspectives entirely by avoiding interrupting them or interjecting with
your own opinions.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 23

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 While listening, try to make a note of the significant components within the feedback. Understanding
the intention behind their feedback and their concrete recommendations for growth will help you form
your response more effectively. This is especially true for colleagues you trust and find reliable—you'll
likely learn something from their feedback, so you should listen actively. You can make a mental note
or even write down your thoughts as they speak to keep your ideas organised.

2. Wait to react
Once you're done listening to your colleague give you feedback, you should give yourself some time
to react to what they've said. Instead of diving right into a conversation about the feedback and how
you can implement it, you should take a few minutes to thank your colleague for their comments.
From here, you can internally practice mindfulness and self-affirming techniques. You might take a
minute before processing and reacting to remind yourself that you are valued by your organisation
and devoted to your role. These types of affirmations—which can help you feel more secure in
vulnerable situations—may give you the ability to put your colleague's feedback into perspective and
ground your thoughts as you prepare to respond to their thoughts.

3. Ask for more information

Once you've taken stock of your colleague's feedback, you might consider asking them for more
information and clarifying exactly what they said. Perhaps you have questions about the specific
instances where you exhibited the behaviour they're describing, or you might be curious about how
your actions have affected your team's overall efficacy. Regardless of what information you'd like to
clarify, getting more data on feedback can help you truly understand your colleague's perspective and
figure out how you might grow from learning such information.
It can also be helpful to ask your colleague to forward their feedback to you more formally so that you
may refer to it and solicit clarification as needed. They may be able to send you a written copy of their
thoughts through email or some other platform.

4. Request time
After you've asked for clarification and taken a moment to be mindful of your response, it's a good
idea to ask your colleague for some time to think about their feedback. Unless the feedback you've
received can be implemented on the spot, requesting time to process your colleague's thoughts can

BSBTWK401 - Build and maintain business relationships V3 2021 Page 24

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 be very beneficial in the long term. Not only does this tactic help defuse a potentially uncomfortable
situation, but it gives you more time to form a proper response to the feedback you've received.
Even further, asking for more time can help show your colleague that you're taking their feedback
seriously and considering what they've said carefully. This is especially important, as it's likely that
your colleague is seeking affirmation regarding their feedback. From here, you can even begin the
process of analysing exactly how you might implement their feedback.

5. Create an action plan that starts with visible change

While you take time to consider your colleague's feedback, you should start working on your actual
response in the form of an action plan. Even if you don't agree with everything, they've said at first,
try to visualise the situation from their perspective and locate at least a few things they identified in
their feedback that you're willing to work on. From here, you can create an action plan on how you'll
implement their feedback into your day-to-day duties. To help you organise your action items, you
can write down your plan and share it with your colleague during your next check-in.
Your action plan should start with implementations that result in visible change. This can help your
colleague see your improvement tangibly while committing to other, less visible professional
development processes. Likely, they'll immediately notice your efforts and appreciate the initiative
you're taking to grow as an individual. As you progress through your action items, refer back to your
colleague's original piece of feedback and try to find additional ways to improve.

6. Find an honest confidant

Often, receiving constructive feedback and going through implementation processes can be
challenging to do in isolation. Therefore, you should find a confidant—a friend or colleague you can
trust—that you can talk to honestly and openly about the feedback you just received.
While you might be tempted to tell them how the feedback made you feel, you should instead take
this opportunity to examine the feedback items with somebody who isn't closely involved or invested.
This type of dialogue might give you valuable insight into whether the feedback is valid and how you
might process such information. Even more, your confidant may be able to provide you with additional
ideas about how you can take action and implement the feedback in your daily work.

BSBTWK401 - Build and maintain business relationships V3 2021 Page 25

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 7. Follow up in the long term
It's important to understand that receiving and responding to constructive feedback effectively is a
long-term process. Change doesn't happen overnight, so give yourself time to implement change and
schedule intervals to follow up with your colleague on a semi-regular basis, such as 30 or 60 days
after receiving the feedback. Following up can help you keep yourself accountable for growth and
show your colleague that you've considered their feedback carefully.

Further Reading:
The Art of Feedback: Giving, Seeking and Receiving Feedback
https://www.cmtedd.act.gov.au/__data/assets/pdf_file/0003/463728/art_feedback.pdf

Video:
How to Properly Respond to Feedback (Real Examples)
https://www.youtube.com/watch?v=D3xCE5G6liw

Question – Short Answers

Answer the following questions. (60 – 80 words per answer)
1. List and explain three guidelines for effective networking.
2. Explain five strategies you can use to maximise the effectiveness of networking.
3. Explain what strong contact networks are and outline their benefits.

Week 5

Topics:

• Further Reading
• Additional Videos

Watch the video:

Video How to Network Like a Pro. (Business Networking)

https://www.youtube.com/watch?v=REA8Ac486O0
12 Ways to Improve Communication at Work | Effective Communication | Analytics
of Life

BSBTWK401 - Build and maintain business relationships V3 2021 Page 26

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 https://www.youtube.com/watch?v=gkuCtz8XQhU
Improve Your Problem Solving Skills
https://www.youtube.com/watch?v=s1lt6pwIF1o
Business Networking: How to Build Professional Relationships
https://www.youtube.com/watch?v=7p1dVbuq-7Y
How to Ask for Feedback at Work
https://www.youtube.com/watch?v=zP3WcVMKN1k

Read article/s:

Reading Top 12 benefits of professional networking and how to get started

https://www.michaelpage.com.au/advice/career-advice/career-
progression/benefits-networking
Five tips for career development networking
https://www.jobjumpstart.gov.au/article/five-tips-career-development-networking
11 Reasons Why Business Communication is Critical to Your Company's Success
https://blog.smarp.com/11-reasons-why-business-communication-is-crucial-for-
companys-success
Six problem-solving mindsets for very uncertain times
https://www.mckinsey.com/business-functions/strategy-and-corporate-finance/our-
insights/six-problem-solving-mindsets-for-very-uncertain-times
Networking Strategies
https://www.clarkson.edu/sites/default/files/2017-08/Networking-Strategies.pdf

Week 6

Topics:

• Further Reading
• Additional Videos

Watch the video:

Video Networking for Job Seekers - HOW TO FIND UNADVERTISED JOBS

https://www.youtube.com/watch?v=LjD0eQfjO2g
5 Ways To Develop Effective Business Communication
https://www.youtube.com/watch?v=yfneUJ4W6Lo
How to Build Rapport | Tony Robbins

BSBTWK401 - Build and maintain business relationships V3 2021 Page 27

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 https://www.youtube.com/watch?v=-9uHBEGpJm4
A Win-Win Approach to Personal and Business Relationships | Mark Morris |
TEDxRexburg
https://www.youtube.com/watch?v=Gq7dihas7PM

Read article/s:

Reading Networking Business Opportunities: Where to Find Networking Events

https://virtualspeech.com/blog/business-networking-opportunities
How to Build a Business Relationship
https://www.designwizard.com/blog/guest-blogs/how-to-build-a-business-
relationship/
Building Rapport
https://www.mindtools.com/pages/article/building-rapport.htm
How to network: 17 tips for shy people
https://www.cio.com/article/3219704/how-to-network-17-tips-for-shy-
people.html#slide1
The Importance of Healthy Business Relationships
https://www.businessnewsdaily.com/10297-healthy-business-relationships.html

BSBTWK401 - Build and maintain business relationships V3 2021 Page 28

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au