Course Title: Communicate and work effectively in health

Part A: Course Overview

Program: C3202 Certificate III in Dental Assisting

Course Title: Communicate and work effectively in health

Portfolio: SEH Portfolio Office

Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


155T Vocational Health and Sciences

Face-to-Face or Internet or Workplace

Term2 2012,
Term2 2013

Course Contact: Ms Eleanor Schroeder

Course Contact Phone: 9341 1412

Course Contact Email:

Course Description

This unit of competency describes the skills and knowledge required to work effectively in a health setting with patients, clients, staff, visitors, suppliers and others to meet established work requirements.

Pre-requisite Courses and Assumed Knowledge and Capabilities

There are no pre-requisites or co-requisites for this unit of competence

National Competency Codes and Titles

National Element Code & Title:

HLTHIR301B Communicate and work effectively in health


1. Work Ethically
2. Communicate effectively in a health setting
3. Practise high standards of personal hygiene
4. Promote a positive approach to health
5. Maintain professional work standards
6. Work effectively within the health care system
7. Take responsibility for personal skill development

Learning Outcomes

1.1 Follow ethical guidelines in decision-making in all work undertaken the health setting with awareness of potential ethical complexity in own work role
1.2 Reflect understanding and compliance with the principles of duty of care and legal responsibilities in all work undertaken
1.3 Refer any breach or non adherence to standard procedures or adverse event to appropriate personnel
1.4 Maintain confidentiality of any client matter in line with organisation policy and procedure
1.5 Show respect for rights and responsibilities of others through considered application of work practises
1.6 Reflect current working knowledge and understanding of employee and employer rights and responsibilities in all work undertaken
1.7 Recognise, avoid and/or address any conflict of interest
2.1 Develop, review and revise personal skills in communication as an ongoing priority to address organisation standards
2.2 Exercise caution in communicating personal information by oral and written means to ensure confidentiality of client and staff matters
2.3 Routinely apply workplace protocols and procedures in all workplace communication to support accuracy and understanding of information provided and received
2.4 Recognise individual and cultural differences and make any adjustments needed to facilitate the achievement of identified outcomes
2.5 Conduct interpersonal communication with clients and colleagues in a manner that enhances a client-centred approach to health care consistent with organisation standards
2.6 Take appropriate measures to resolve conflict and interpersonal differences in the workplace
3.1 Maintain personal hygiene with an understanding of risks associated with contamination and infection in a health setting
3.2 Wear personal protective equipment correctly according to organisation requirements
3.3 Safely dispose of infectious and/or hazardous waste material according to waste management policy and procedures
3.4 Report or initiate action within own area of responsibility to redress any potential workplace hazards
4.1 Clarify components of own role that contribute to maintaining an effective and client-centred approach to health
4.2 Promote an approach in which clients are included in shared decision-making as partners in health care
4.3 Contribute to a workplace culture of promoting good health by sharing health information
4.4 Focus on preventing ill health and minimising risk in the workplace
5.1 Identify relevant organisation policies and procedures relating to awards, standards and legislative requirements of own work role and clarify any uncertainties with appropriate personnel
5.2 Contribute to identifying and implementing improved work practises
5.3 Comply with relevant accreditation standards applying to work undertaken
5.4 Reflect understanding and focus on achieving organisation goals and objectives in all work undertaken
5.5 Respond positively to changes to improve work practises and procedures in accordance with organisation requirements
5.6 Issues requiring mandatory notification are identified and reported to supervisor and/or an appropriate authority
6.1 Demonstrate respect for workers from different sectors and levels of the industry
6.2 Work with awareness of the roles of various organisations in the health care system in Australia
6.3 Maintain awareness of current issues influencing health care, including health issues for Indigenous Australians
7.1 Seek advice from appropriate persons on areas for skills/knowledge development
7.2 Identify options for accessing relevant skill development opportunities and initiate action in consultation with manager
7.3 Undertake designated skill/knowledge development and maintenance activities of the organisation including induction training
7.4 Identify and prioritise personal work goals in accordance with organisation requirements

Overview of Assessment

A variety of assessments are incorporated in this unit of competency including:
• Observation in the work place
• Evidence of essential knowledge and understanding may be provided by: traditional or on line (computer-based) assessment or written assignments/projects
• Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice
• Questioning
• Staff and/or client feedback
• Supporting statement of supervisor
• Authenticated evidence of relevant work experience and/or formal/informal learning
• Role play simulation