Student Guide

BSBTWK401 Build and maintain business relationships

BSBTWK401 Build and maintain business relationships | 2
 Contents

Overview 4

Topic 1: Creating effective business relationships 5

Topic 2: Upholding business relationships 12

Topic 3: Fostering and improving business relationships 21

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 Overview

The Student Guide should be used in conjunction with the recommended reading and any further course
notes or activities given by the trainer/assessor.

Application of the unit

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.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Learning goals
Learning goals include:

 You are able to establish business relationships through networking and communication channels.

 You are able to maintain business relationships by using communication techniques, problem solving
and seeking advice.

 You are able to build and improve business relationships including seeking and responding to
feedback.

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 Topic 1: Creating effective business relationships

An effective business relationship is one built on trust,

effective communication, rapport, loyalty, engagement
and participation. It applies to new business
relationships as well as existing ones.

This topic looks at networking opportunities and how

this links to the objectives of an organisation and your
own role.

We also explore effective communication tools and

techniques.
Image by Cytonn Imagegraphy on Unsplash

What is networking?
Networking is the practice of actively using connections or contacts to keep informed about what is
happening inside or outside your organisation.

Networking is about interacting with professional contacts to exchange information. It can involve working
closely with colleagues to identify potential future needs or challenges and developing strategies to manage
them.

Developing a network of contacts both inside and outside of your organisation can be beneficial in many
ways, especially for career advancement or if you plan to start your own company at some point in the
future.

Networking also relates to the process of participation in issues within a workplace. Colleagues can together
to discuss concerns and developing solutions. Networks can develop amongst workers in the organisation
and people in the community where they have a stake in the business activities of the organisation.
Networks can create a sense of common support and thereby help to strengthen individuals, the work
team, as well as the organisation overall.

There are a number of benefits to an organisation for undertaking networking opportunities:

Strengthens relationships

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Networking is about sharing and forming trust and helping each another toward goals. Regularly
engaging with contacts and finding opportunities to assist them helps to strengthen the
relationship. By doing this, it is possible to sow the seeds for reciprocal assistance when you need
help to achieve your goals.

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 Brings fresh Ideas

Networks can be an excellent source of new perspectives and ideas. Exchanging information on
challenges, experiences and goals is a key benefit of networking because new insights can be
gained that may not have been otherwise thought of. Similarly, offering helpful ideas to a contact
is an excellent way to build a reputation as an innovative thinker.

Raises the business profile

Being visible and getting noticed is a benefit of networking that’s essential in career building.
Regularly attending professional and social events is useful for getting one’s face known. It is then
possible to build a reputation as knowledgeable, reliable and supportive by offering useful
information or tips to people who need it.

A pathway to further opportunities

Expanding contacts can open doors to new opportunities for business, career advancement,
personal growth, or simply new knowledge. Active networking helps to keep one on top of mind
when opportunities such as job openings arise and increases your likelihood of receiving
introductions to potentially relevant people or even a referral.

Learning

Networking is a great opportunity to exchange best practice knowledge, learn about the business
techniques of your peers and stay abreast of the latest industry developments. A wide network of
informed, interconnected contacts means broader access to new and valuable information.

Gaining advice and support

Seeking the advice of experienced peers is an important benefit of networking. Discussing

common challenges and opportunities opens the door to valuable suggestions and guidance.
Offering genuine assistance to contacts also sets a strong foundation for receiving support in
return when it is needed.

We will now look at ways that an organisation can establish business relationships to support networking
and business opportunities.

Business development and networking objectives

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When undertaking networking opportunities for an organisation you must be able to link business
development objectives to networking objectives so that you are gaining the most benefit.

For example, a business development objective could be to expand the customer or client base or forming
strategic partnerships. Business development activities linked to networking could include connecting with
possible contacts or developing relationships with people they may want to do business with in the future,
or building business relationships via social media to promote the business and increase the profile to new
customers.

Understanding your own role in networking is also important in order to get the most out of networking. It
provides focus and clear objectives to support business goals. As a worker the networking that you carry out
should be driven by your organisation’s core business objectives.

Activity: Watch

Watch the following video on how to approach business networking.

Video: https://www.youtube.com/watch?v=eTpFwchbIA0 (02:22)

Note down your key takeaways.

Networking opportunities
Developing a networking strategy can help to identify what you want to achieve from networking. This can
include listing goals and objectives so that you can target the right networks and networking opportunities.
The strategy can outline the networking activities and show how it links back to the business development
objectives.

Business development objective: Increase the client base.

Networking activity: Develop online client interest.

Strategy: Connect the business to online platforms and engage with prospective clients.

Some networking opportunities that an organisation may identify could include:

 Attending networking events such as conferences or seminars.

 Joining an association relevant to the industry.

 Talking to customers and suppliers about their needs.

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 On-line social networking to keep up to date with events and to make new contacts or keep up with
existing contacts.

 Blogging on the company web site and inviting members to join.

 Informal events to connect with likeminded professionals.

As you are representing your organisation when undertaking networking opportunities, you will need to
ensure that you do so according to policies and procedures.

Organisational policies and procedures often reflect legislative and regulatory compliance as well as
standards, codes of practice and other related organisational requirements. They are used to guide workers
in the way they conduct themselves in the workplace as well as providing formal structures and processes
to follow.

The type of organisational policies and procedures relevant to business relationships and conducting
networking could include:

 Communication protocols

 Privacy and confidentiality

 Code of conduct

 Diversity

 Conflict resolution

 Workplace health and safety

 Copyright and intellectual property.

As you are communicating and engaging with colleagues and external individuals, it is important that these
policies and procedures are followed. Some examples are:

Attending an if you are sharing information and knowledge, it is important to know what you can
industry event: and can’t share.

Online how you conduct yourself when you are communicating with clients or prospective
communication: clients online with clear guidelines on how you must represent your organisation.

Setting up an following workplace health and safety with regard to procedures that you need to
event: follow (for example ensuring people are signed in for Covid 19 tracing).

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 Activity: Research and discuss

Consider your own industry and the networking opportunities available:

 List the type of networking that would be the most beneficial.

Write down your networking goals for the next 6 months. If you are not working, think of
professional networking and how this can help you find a job!

For example, meeting new contacts; attending a conference/forum/meeting; working on

online presence; maintaining contact through telephone calls, email or social networking.

Your trainer/assessor will facilitate a discussion.

Communication channels
Using the most appropriate and relevant communication channels for exchanging information with business
contacts will be extremely important for effective communication.

For example, if you have a business contact that does not use social media platforms then this would not be
the most effective use of communication.

In today’s society, we have a broad range of communication channels at our disposal, with everyone using
their own platform, method and mode:

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 Face to
face
Phone
Written
calls

Email Digital
Communication
channels

Social
Text
media

Online
Video
platforms

Furthermore, your organisation may have specific policies and procedures for which communication
channels should be used when exchanging information with business contacts. For example, you may have
to email a business contact with information rather than posting it to a social media platform. This could be
due to privacy and confidentiality of company information or because the communication channel is not
appropriate for the context of information exchange.

Communication needs to occur in order to transmit information and ideas from one person or place to
another person or place in the clearest and most accurate way as possible.

Communication must be understood correctly to achieve its purpose, otherwise confusion can occur.

A major aspect of networking is the communication channels that you use so these must be the most
relevant and appropriate for effective communication.

Engaging with business contacts

When you engage with business contacts, you will need to use both written and verbal communication so
that you can effectively promote business opportunities.

The goal of communication is to convey information (and the understanding of that information) from one
person or group to another person or group. The communication process begins with a sender sending a

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message using a specific channel of communication (for example, verbally or in writing).

The sender must encode the message before it is

sent. Encoding is the process the sender follows to
decide how to send the message to the receiver
and what to include in the message.

This will depend on who the message is sent to as

well as the context (for example, more informal
information may be sent through an email as
opposed to more formal information which could
be presented in the form of a report).

The receiver then receives the message and must Image by Firmbee.com on Unsplash
be able to decode it. Decoding is the mental process to translate the
message into understanding.

Sometimes a receiver will give the sender feedback, which is a message sent by the receiver back to the
sender. For example, this could be a question to clarify the information received.

This applies to whether you are using written or verbal communication:

 Written: You are representing your organisation so it must be professional, clearly structured, use the
correct language and tone, be courteous and polite. You may need follow organisational guidelines
such as the type of content that can be included, using templates for letters and standard formats for
emails with the company logo, styles and formatting.

 Verbal communication: this is the most common form of communication. It relies on our ability to
speak and hear the spoken words to understand the intended message. Note that verbal
communication includes all languages including signed languages such as AusLan and computer-aided
languages. There is also non-verbal communication, which is also extremely important when
communicating verbally face to face. This type of communication refers to the non-verbal cues that
you use when communicating. Non-verbal cues include facial expressions, body language, voice tone
and volume, gestures and so on.

Do not forget about diversity and inclusion when you are engaging with business contacts!

 It is important to recognise the impact of communication on different people. To do this, we must

consider how different perspectives, situations and contexts affect meaning and messaging.

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 It is important to demonstrate respect for diversity in communication with all people; model and use
appropriate communication methods with the person/people you’re communicating with; and
anticipate, plan for and deal with ambiguous and confusing situations.

 Acknowledge your own biases and consistently demonstrate inclusive behaviour. This can involve
actively seeking to network with a broad diversity of people.

 Be aware of common myths, perceptions and stereotypes about people, diversity and inclusion.

 Be inclusive in your communication both written and verbally.

Remember you are promoting business opportunities so be clear about what you would like to
communicate and always keep in mind that you are representing your organisation.

Activity: Research and discuss

Consider your own networks. What are they?

Write these down for further discussion.

Think about:

 Professional associations

 Business contacts

 Online connections

Note down if:

 These networks are up-to-date/current

 If they are viable

 If there are gaps in networking opportunities, list these down.

Your trainer/assessor will facilitate a discussion.

Activity: Group work

Divide into pairs.

Each group is to research a networking opportunity for the other person in the group. Hold a
conversation to begin with to find out what the person’s network need would be. Then

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conduct some research on the Internet to find out information on any networking
opportunities available.

Each member of the team is to then create a list of positive aspects, along with important
information that could assist the other person in their networking opportunities.

They should then work out a speech or conversation that they can hold with the other group
member to convey the information they have learned.

Take part in a networking opportunity that your trainer/assessor will facilitate.

Each group is to find one another and start their networking opportunity.

During the discussions ensure that you use effective communication using the most
appropriate language, verbal and non-verbal skills, active listening and questioning
techniques.

Your trainer/assessor will observe your group and provide feedback.

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 Topic 2: Upholding business relationships

How can you maintain a business relationship? Maintaining business relationships means building rapport,
addressing any barriers to identified opportunities, negotiating solutions and seeking advice as needed.

Firstly, we will look at different communication techniques that can be used to establish rapport with
business contacts.

Communication techniques
Building strong connections with business contacts takes focussed effort and practice. An organisation can
have effective processes to facilitate positive, collaborative and synergic relationships, however, the
commitment must come from your own role in the networking process.

You can establish rapport through effective communication techniques as well as fostering strong
relationships through trust, honesty and integrity.

There are some key communication skills that you can employ to support the creation of a positive business
relationship:

Active listening

Understanding non-verbal signals

Maintaining eye contact

Assertiveness

Being mindful of people's individual space

Using positive body language

Dealing with different points of view.

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Using active listening
Active listening means paying attention to the speaker – both to verbal and non-verbal cues.

We are often distracted by our own thoughts, feelings and opinions and so tend to hear what we want to
hear or expect to hear. Active listening requires us to suspend our internal thoughts and give your full
attention to the speaker. If we are in a conversation with someone and we let our minds wander, we may
miss an important piece of information which can be embarrassing later or even damaging for the business.

Asking questions can help the listener to concentrate.

Active listening should lead to a complete understanding of what another person has said. You can do this
by feeding back to them, in your own words, your understanding of what they've said. An easy way to do
this is to clarify, paraphrase or summarise.

It's usually a good idea to check your understanding regularly during a conversation. You can do this by
seeking and providing feedback to confirm understanding.

Clarification is also a useful tool when the other party seems to be asking for a lot of information. If their
questions are poorly structured, too broad or ambiguous, you might give away too much information by
answering them straight away. It's often a good idea to clarify a question before you answer it.

Using effective questioning

Questioning is the key to gaining more information and without it, communication can fail. We all ask
questions and are asked questions when engaged in conversation to obtain information, clarify a point,
engage others, encourage discussion, express interest and help maintain control.

There are certain types of questions that you can ask:

 Closed questions which invite a short-focused answer. typical closed questions can require a yes or no
answer.

 Open questions: allow for much longer responses and therefore potentially more creativity and
information.

Activity: Brainstorm

Brainstorm examples of open and closed questions that might be used to start a
conversation with a new business contact over the phone.

Your trainer/assessor will facilitate a discussion.

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Remember:

Verbal communication is the most common form of communication. It relies on our

ability to speak and hear the spoken words to understand the intended message.
Note that verbal communication includes all languages including signed languages
Verbal such as AusLan and computer-aided languages.

This includes the tone of voice, volume of voice, the language used, the speed of
communication and using paraphrasing to confirm understanding.

The way you communicate using the written language such as how you write and
Written
structure organisational documents or communicate with clients

Non-verbal communication refers to the non-verbal cues that you use when
Non-
communicating. Non-verbal cues include body language such as gestures, body
verbal
movements, facial expressions, posture, eye contact, nodding your head.

Activity: Read

Read the article Verbal vs Non-verbal communication:

https://keydifferences.com/difference-between-verbal-and-non-verbal-communication.html

Take any notes to summarise what you have read and keep for future reference.

It helps to also understand your own personal communication skills with regard to having a positive
attitude, being aware of how others perceive you, having self-confidence and presenting yourself in a
professional manner. Also, an awareness of your own interpersonal style and the interpersonal style of
people you work with (or study with) is important in determining how you can best work together.

Activity: Read

Read the article explaining different communication styles:

Article: https://www.leadershipiq.com/blogs/leadershipiq/39841409-quiz-whats-your-
communication-style

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 Take notes and keep them for future reference.

Activity: Read

Explore the Business Queensland website that explains how to manage business
relationships through effective communication:

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

Remember to select the “next” button at the bottom of the page to access all relevant
information.

Take notes and keep them for future reference.

Furthermore, consider diversity and inclusion during communication and making any reasonable
adjustments. Some diversity tips:

 Master a few key phrases in a range of languages.

 Find common ground such as interests.

 Be aware of cultural contexts.

 Accept people for who they are.

 Treat people equally regardless of their diversity.

Activity: Watch

How to build rapport and trust.

Video: https://www.youtube.com/watch?v=-9uHBEGpJm4&t=45s (02:07)

Five steps for building trust in the workplace.

Video: https://www.youtube.com/watch?v=r540VOIVufc (06:27)

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 Watch the video for more practical ways to communicate effectively.

Video: https://www.youtube.com/watch?v=Gaj3Xl9vasc (35:14)

Write down your key takeaways.

Your trainer/assessor will facilitate a discussion.

Barriers
Understanding the barriers that can occur with business relationships can help you to maintain a healthy
rapport. There are a number of common barriers that can relate to business development goals as well as
the people building and maintaining the relationship. Some of these are listed below:

 Lack of a shared vision, goals and objectives

 Differences in opinion

 Ineffective leadership and direction

 Lack of knowledge or skills

 Lack of understanding of the business

 Clashes in personalities

 The inability to form effective business

relationships

 Communication barriers and ineffective

techniques and tools

 Inability to address inclusion and diversity

needs

 Addressing individual and cultural

differences

 Understanding age differences

 Physical or environmental barriers

 The lack of time given to building

relationships

 Lack of cohesion amongst colleagues.

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Addressing problems
It is really important to address any barriers and the impacts that they may cause so that you can negotiate
solutions.

In the workplace you will have to solve problems every single day. Problem solving improves the chances of
coming up with the best solution or result.

Working with people together can also support the process as they can share and compare ideas and
choose the one that best solves the problem.

There is usually more than one solution to every problem. However, the process to solve a problem is
always fairly standard, as highlighted in the figure below:

Identify the problem

A problem exists when there is a difference between what is happening and what should be happening.

Collect all the facts about the problem

Identifying problems before they become serious issues saves the business time and money.

Define the problem

 How a problem is defined determines how the problem will be solved.

 Ask “What is not happening that should be happening?” or “What is happening that should not be
happening?”

Describe the problem

The description should include three parts: an identity, a location, and timing.

Diagnose the problem

 Find the cause of the problem.

 This requires careful thinking about the problem description in order to come up with a hypothesis
or explanation for the problem.

 Start by breaking down the information into small pieces.

 Test the diagnosis

 Once there is a hypothesis for the problem it is time to test the theory.

 Change something about the diagnosis for the problem. Change situations, places or people.

 Has the problem been solved?

Activity: Read

Read the following article on a range of problem-solving tools and approaches:

See the following website for a range of techniques:

https://www.mindtools.com/pages/main/newMN_TMC.htm

Take any notes to summarise what you have read.

You can then use negotiation skills to come to an agreed and positive outcome.

 Negotiation is a method by which people settle differences. It is a process by which compromise or

agreement is reached while avoiding argument and dispute.

 In any disagreement, individuals understandably aim to achieve the best possible outcome for their
position (or perhaps an organisation they represent). However, the principles of fairness, seeking
mutual benefit and maintaining a relationship are the keys to a successful outcome.

 Specific forms of negotiation are used in many situations: international affairs, the legal system,
government, industrial disputes or domestic relationships as examples. However, general negotiation
skills can be learned and applied in a wide range of activities.  Negotiation skills can be of great benefit
in resolving any differences that arise between you and others.

In order to achieve a desirable outcome, it may be useful to follow a structured approach to negotiation.
For example, in a work situation a meeting may need to be arranged in which all parties involved can come
together.

The process of negotiation includes the following stages:

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 Preparation Discussion Clarification of goals

Negotiate towards a Win-Win Implementation of a course of

Agreement
outcome action

Activity: Read

Read more about negotiation:

https://www.skillsyouneed.com/ips/negotiation.html

Research the following methods:

 Lose-lose

 Win-lose

 ½ win – ½ lose

 Win-Win

Take any notes to summarise what you have read.

The following factors can also help to make a negotiation more likely to succeed:

 Willingness to participate in a negotiation.

 Common interest.

 Willingness to settle.

 A sense of urgency/deadlines to complete the negotiation.

 Authority to make a decision.

Activity: Watch

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 Watch the following video on negotiation.

Video: https://www.youtube.com/watch?v=1FeM6kp9Q80 (04:45)

Take down your key takeaways.

Negotiating solutions will require both parties to have certain characteristics:

 Flexibility: This is an important characteristic because the person is open to a range of solutions.

 Creativity: This is an important characteristic because it means the person may come up with
creative/innovative solutions to a business issue.

 Emotional awareness: Aware of themselves and others.

 Good planners.

 Honest.

 Win-win oriented.

 Good communicators.

Seeking advice
You may find that you will need to seek specialist advice when developing contacts. Building and
maintaining business relationships involves a lot of communication and information.

During this time, you may need to seek further clarification, advice or further information outside the scope
of your own knowledge.

This may include seeking advice from:

Government
Project manager Clients Stakeholders Industry
bodies

Conducting Internal
Consultants Experts Management
Research departments

You may also need to conduct research or speak with specific experts in your industry such as associations,
bodies or agencies. For example, the local chamber of commerce or social media networks such as LinkedIn.

Furthermore, you will need to establish and maintain a database of contacts, you may need to work with
software or technology that you will need support with.

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Activity: Research and discuss

Work in pairs for this activity.

Consider whom you could turn to for specialist advice in the development of contacts in
your industry and sector, the state you live in.

 Write the name of the contact and how you would contact them. What advice are you
seeking and why?

Your trainer/assessor will facilitate a discussion.

Activity: Develop

1. Set up your own online network presence.

2. Create a profile.

3. Once you have set up your account and entered profiles/information, start
interacting/networking with contacts or join groups/networks available on the site.
Also include members of the class.
4. Ensure you find as many professional associations or groups within LinkedIn (or
preferred online network) and make a connection or join the associated group.

5. Once the site is set up and you have created some networking or social interaction,
write a brief report of your experience, using the following prompts:

 State the platform used to set up the networking opportunity

 Explain how the networking site could benefit your own professional career or
network connections.

 What professional networks did you establish or join?

 How can you measure that the site is providing networking opportunities or that
it is helping you to connect to others within your industry?

The report should be submitted to the trainer/assessor along with a link to the networking
site set up.

Your trainer/assessor will provide feedback.

BSBTWK401 Build and maintain business relationships | 24

BSBTWK401 Build and maintain business relationships | 25
 Topic 3: Fostering and improving business relationships

Once you have formed a business relationship, you will need to spend time building and improving on them.
As mentioned in Topic 1, it takes time, effort and communication!

Promoting the organisation

Part of your role in building and improving on
business relationships will be to represent and
promote the business opportunities to your contacts,
keeping them informed and interested.

You must be able to develop strategies, for example:

 Sending an email when your organisation is

promoting a product or service that your
business contact is interested in.

 Ensuring that you have a social media presence.

Image by Antenna on Unsplash
 Direct marketing strategies and promotional activities that your business
contact is interested in.

 Notifying your contacts when there are changes or innovations occurring at your organisation.

 Offering discounts, special offers, or free services and trials.

 Communicating via webinars, events, workshops, festivals or business development opportunities.

Activity: Read

Read the following strategies used for promoting an organisation to their networks:

Creating an effective network strategy:

https://www.marketingdonut.co.uk/sales/sales-lead-generation/create-an-effective-
networking-strategy

Marketing and networking:

BSBTWK401 Build and maintain business relationships | 26

 https://www.entrepreneur.com/article/65692

Using social media to promote a business:

https://www.businesswest.co.uk/blog/8-effective-ways-promote-your-business-social-
media

An organisation may also have specific strategies for managing business relationships. For example, a
relationship management plan can assist in developing and maintaining business relationships.

A relationship management plan is a strategy for how the organisation will strengthen and maintain the
business relationship with its customer and may include a detailed description of the status of the current
relationship, courses of action to grow the relationship, any opportunities for partnering, descriptions of
any conflict in the relationship, and any individuals or groups that should be part of this effort.

Thus, the relationship management plan is of key importance as it establishes the current relationship and
identifies ways to grow and maintain the relationship.

Participating in networking
A key to building and improving your networks is to actually participate in both formal and informal
networking so that you can promote the organisation.

Formal networks involve structured meetings or processes. An example of a formal network is an

employee’s work team.

Informal networks are the relationships that are developed and built up over time with individuals such
as colleagues or customers. These networks carry lots of information in the form of facts, gossip and
rumour about issues affecting work, for example, government policy initiatives, local developments or
changes in services.

Here are some tips for participating in networking:

 Keep an eye out for all networking opportunities!

 Once you have joined or created a networking group (whether in person or on-line) it is important to
maintain regular and consistent contact with the people in your networks.

 Contact with your network can be a range of communication opportunities with either face-to-face
meetings, video conference calls or online forums.

 Attend client meetings.

BSBTWK401 Build and maintain business relationships | 27

 Participate in informal events.

 If your network meets online, a successful communication tactic is to periodically meet with people in
your network face to face. It’s much more personal, and much more fun too. When you cannot meet
in person, then a phone call or personal note can also be effective.

 Where possible, practice networking by attending lots of different networking events. You will meet
many interesting people and contacts, some of which will become great clients, colleagues or friends.

 If your network produces a newsletter, then it is important to plan time to read it and keep up to date
with current issues.

 Regularly make posts and respond to others to keep the communication active.

Communicating issues
If you come across any issues regarding your business relationships, you should communicate these in a
timely manner to the relevant personnel in your organisation. You may find that dealing with issues early
will lessen any escalation or further issues down the track.

You may come across challenges, barriers, bullying, harassment or discrimination. The issue could be one
that is related to the business opportunity and the way it has been conducted. In these situations,
organisational policies and procedures can be used to support the process, as well as any or agreements
that have been signed. For example, a partnership contract, workplace health and safety policies, anti-
discrimination policies, or customer service standard polices.

It is important that you inform the relevant people, this could be your line manager or human resources,
marketing or even colleagues. You should then put this in writing. This provides a formal record of any
events and problems and then can be used to document further action and then keep a record for future
reference if needed.

Remember to use effective communication skills when you are conducting both verbal and written
exchanges. You must be tactful, truthful, stick to the facts, be professional and try not to be biased.

Feedback
The last phase in building and maintaining business relationships is to seek and respond to feedback from
management on the quality of the relationships formed. How else will you know if the relationship has been
effective or a success?

You can gain feedback by meeting with your line manager or asking for feedback via email.

But what do you need to find out? It is important to clearly define the feedback required. For example:

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 How well have the new business contacts responded to your communication?

 What was their feedback?

 What improvements are needed?

 Are there any gaps

 Where have we failed or not succeeded?

You can then use the feedback to make any improvements or adjustments to the way in which you conduct
and build on your business relationships.

Activity: Research

Reflect: How effectively do I network?

Write your reflection down.

Discuss your responses in a class forum facilitated by your trainer/assessor.

Undertake the following activity:

In the table below, list down your internal and external networks. Then describe how your
relationship benefits you, your team or department and then your organisation or business.
Note down if these are formal or informal networks.

Internal Benefit

Contact name To you To your team To your organisation/business

External Benefit

Contact name To you To your team To your organisation/business

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What networking can you participate in to promote you or your organisation?

Include a link and the purpose of the event and how it can support business relationships.

Type your responses and submit to your trainer/assessor for feedback.

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