Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: VE 2017

Class Number: See specific class number

Class Section:

Please see Enrolment Online (EOL) to check the class section and class number.

Course Code: EMPL7091C

Course Title: Communicate and work in health or community services

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C3393 - Certificate III in Dental Assisting

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 0341 1406

Course Contact Email: sue.fatone@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Mr Nicholas Greer

Program Manager

Telephone: +61 3 9341 1420 Email nicholas.greer@rmit.edu.au

Nominal Hours: 30

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.

Pre-requisites and Co-requisites

Nil

Course Description

This unit describes the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers. 

This unit applies to a range of health and community service contexts where workers may communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM005 Communicate and work in health or community services

Element:

1. Communicate effectively with people

Performance Criteria:

1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect

1.2 Communicate service information in a manner that is clear and easily understood

1.3 Confirm the person’s understanding

1.4 Listen to requests, clarify meaning and respond appropriately

1.5 Exchange information clearly in a timely manner and within confidentiality procedures

Element:

2. Collaborate with colleagues

Performance Criteria:

2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions

2.2 Identify lines of communication between organisation and other services

2.3 Use industry terminology correctly in verbal, written and digital communications

2.4 Follow communication protocols that apply to interactions with different people and lines of authority

Element:

3. Address constraints to communication

Performance Criteria:

3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures

3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques

3.3 Use communication skills to avoid, defuse and resolve conflict situations

Element:

4. Report problems to supervisor

Performance Criteria:

4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor

4.2 Refer any breach or non adherence to standard procedures or adverse event to appropriate people

4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities

4.4 Refer unresolved conflict situations to supervisor

Element:

5. Complete workplace correspondence and documentation

Performance Criteria:

5.1 Complete documentation according to legal requirement and organisation procedures

 

5.2 Read workplace documents relating to role and clarify

understanding with supervisor

 

5.3 Complete written and electronic workplace documents to organisation standards

 

5.4 Follow organisation communication policies and procedures for using digital media

 

5.5 Use clear, accurate and objective language when documenting events

Element:

6. Contribute to continuous improvement

Performance Criteria:

6.1 Contribute to identifying and voicing improvements in work practices

6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirements

6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development

6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action


Learning Outcomes


Refer to Elements.


Details of Learning Activities

A combination of learning activities have been designed to help students to achieve learning outcomes of this unit:

  • Facilitator led classroom based lecture and or workshop using PowerPoint Presentations
  • Written classroom tasks
  • Demonstration and classroom discussion
  • Group discussions
  • Participation in group activities based on simulated workplace exercises
  • Clinical practice, peer evaluation/feedback session/completion of practical worksheets
  • Online learning resources accessed via myRMIT Studies (BlackBoard)
  • Self managed research to support completion of assessment tasks. 


Teaching Schedule

This unit is scheduled for delivery as per the timetable issued on Induction Day and is also located on BlackBoard. The classes will be delivered, on level 3 or 2 of Building 154, RMIT (within the Royal Dental Hospital of Melbourne).

Notification will be provided via student email if the date or location change.

The following schedule is as per the timetable issued on Phase 1 Day 1 and is provided on BlackBoard (subject to change at the discretion of RMIT, in this event notification will be provided to your student email).

Phase 3 Day 5 Communicate and Work 1 (Facilitator led class work shop/classroom activities)

Online activities between Phase 3 and Phase 4

Phase 4 Day 5 Communicate and Work 2 (Facilitator led class work shop/classroom activities)


Learning Resources

Prescribed Texts


References


Other Resources

Students will be expected to utilise a range of recent and appropriate library, electronic, text and other resources. Students will be provided with resources and tools for learning in this course through myRMIT Studies (BlackBoard).


Overview of Assessment

 

Before the critical aspects of evidence are considered all prerequisites must be met.

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

 

  • demonstrated effective communication skills in 3 different work situations
  • clarified workplace instructions and negotiated timeframes with 2 colleagues
  • responded appropriately to 3 different situations where communication constraints were present
  • completed 2 written or electronic workplace documents to organisation standards

 

Assessment

Assessment: Task 1

Reflective Journal

Assessment: Task 2

Workplace Assessment 1

Assessment: Task 3

Workplace Assessment 2

 

Assessment Mapping Matrix

 

Elements/Performance Criteria Covered

Ass1

Ass 2

Ass 3

1.1

X

X

X

1.2

X

X

X

1.3

X

X

X

1.4

 

X

X

1.5

 

X

X

2.1

 

X

X

2.2

X

X

X

2.3

X

X

X

2.4

X

 

 

3.1

X

X

X

3.2

X

X

X

3.3

X

X

X

4.1

X

 

 

4.2

X

 

 

4.3

X

 

 

4.4

X

 

 

5.1

X

 

 

5.2

X

 

 

5.3

X

 

 

5.4

X

 

 

5.5

X

X

X

6.1

X

 

 

6.2

X

 

 

6.3

X

 

 

6.4

X

 

 

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks. 


Assessment Tasks

To demonstrate competency in this course, students will need to complete all the following pieces of assessment to a satisfactory standard. 

 

  1.  CHCCOM005 Journal

Part A: Work Communication Journal (the Workplace Journal is to be recorded for at least two months).

Part B: Completed and signed Third Party Report

All assessment criteria must be successfully completed in order to achieve a satisfactory result.

 

     2 & 3. CHCCOM005 Workplace Assessment 1 and Workplace 
               Assessment 2

This is conducted after Phase 3. Allocated assessor will contact the student and/or Workplace Assessor for discussion and scheduling of the suitable time for this assessment. Student knowledge and skills will be observed in the workplace based on two separate performances completed on the same day. Detailed information will be provided to students during their class attendance.

Students will attempt the workplace assessments under supervision of the assessor and they will be graded with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the CHCCOM005 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result.

Student will receive verbal feedback on both of these assessments at the end of the workplace assessment.
 


Assessment Matrix

AS PER OVERVIEW OF ASSESSMENT

Other Information

Please refer to the RMIT Student Page for extensive information about study support, assessments, extensions, appeals and a range of other matters: 

http://www1.rmit.edu.au/students

 

RMIT provides all students with an extension range of online and campus based study support services ranging from:

 

Plagiarism

RMIT University requires that you present only YOUR work for assessment.

Plagiarism is a form of cheating. It is the presentation of the work or idea of another person. Plagiarism is NOT acceptable. Penalties can include charges of academic misconduct, cancellation of results and exclusion from your course. Please note: It is also a disciplinary offence to allow your work to be plagiarised by another student. When signing the coversheet (electronic or paper based), you are declaring that the work is not plagiarised.

 

Special Consideration

Please note: Students may apply for Special Consideration as per the information via the RMIT website http://www1.rmit.edu.au/students/specialconsideration  if they believe that to complete assessment for this unit by the submission date has been affected by factors beyond their control. Special consideration must be lodged prior to or within 48 hours of the scheduled assessment time or assessment submission date. The application for Special Consideration is NOT granted automatically on application.

 

RMIT Assessment Appeal Process

Students may appeal against their assessment result as per the information via the RMIT website. The Appeals Against Assessment policy and procedure applies to all coursework programs in all careers. The appeal process is staged and students are required to follow each stage in order to ensure their full entitlement to appeal, this is available on http://www.rmit.edu.au/browse;ID=nwjxaifdrgle (unresolved) 

 

Attendance

It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensure the maximum opportunity to gain competency. 

 

Recognition of Prior Learning and Credit Transfer

If you think you have some or all of the knowledge and competencies described, please discuss the Recognition of Prior Learning and Credit Transfer options that may be available to you with the Program Coordinator. For more information go to:

 http://www1.rmit.edu.au/students/enrolment/credit

 

 

Course Overview: Access Course Overview