Course Title: Communicate with clients and colleagues to support health care
Part B: Course Detail
Teaching Period: Term1 2011
Course Code: HWSS5414C
Course Title: Communicate with clients and colleagues to support health care
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C4209 - Certificate IV in Dental Assisting
Course Contact: Ms Eleanor Schroeder
Course Contact Phone: +61 3 93411412
Course Contact Email: eleanor.schroeder@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Debra Spicer
Phone: 03 9341 1418
Fax: 03 9341 1401
OR
Eleanor Schroeder
Phone: 03 9341 1412
Fax: 03 9341 1401
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.
Pre-requisites and Co-requisites
Certificate III Dental Assisting or recognised equivalent.
HLTFA301B Apply First Aid Certificate
Course Description
This unit covers the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
HLTAMBFC301B Communicate with clients and colleagues to support health care |
Element: |
1. Exercise effective communication techniques |
Performance Criteria: |
1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes |
Element: |
2. Convey and receive information using available modes of communication |
Performance Criteria: |
2.1 Use communication codes and equipment correctly |
Element: |
3. Follow routine instructions |
Performance Criteria: |
3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames |
Element: |
4. Communicate with clients |
Performance Criteria: |
4.1 Establish rapport through open, sensitive and confident manner |
Element: |
5. Complete reports as required |
Performance Criteria: |
5.1 Complete reports/records as required to the standard expected in the workplace |
Element: |
6. Present a positive image of the organisation to the public |
Performance Criteria: |
6.1 Conduct communication with the public in a courteous manner and respecting privacy |
Learning Outcomes
1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes
1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs
1.3 Introduce oneself appropriately when required
1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client requirements
1.5 Ensure communication is clear and relevant to situation, context and activities undertaken
1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate
1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required
1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills
1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication
2.1 Use communication codes and equipment correctly
2.2 Acknowledge and/or clarify information received using active listening
2.3 Check to ensure information conveyed has been received and correctly understood
3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames
3.2 Seek clarification of work instructions when required to ensure understanding
3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes
4.1 Establish rapport through open, sensitive and confident manner
4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the overall needs of the client and situation as a whole
4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality demanded by the situation
4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures
5.1 Complete reports/records as required to the standard expected in the workplace
5.2 Ensure reports are clear and accurate and completed correctly within identified time frames
6.1 Conduct communication with the public in a courteous manner and respecting privacy
6.2 Ensure standards of personal presentation are appropriate to the organisation
Details of Learning Activities
1. Facilitator led classroom discussion
2. Facilitator led Power point presentation X 2
3. Small group activities as follows-
Body language diagram identification activities,
ESL completion of medical history activity,
Open & closed question activity contextualised to Certificate IV stream student is undertaking (Practice Administration, Dental Radiography, Oral Health Promotion)
Working as a team survival criteria activity
Workshop discussion with peers, problem solving communications issues with clients and colleagues
Teaching Schedule
(Scheduled dates as listed below may be subject to RMIT timetable change ,students will be advised of change)
Day 1 - 18 February 2011 - 7 hours
1. Facilitator led classroom discussion
2. Facilitator led Power point presentation X 2
3. Small group activities as follows-
Body language diagram identification activities,
ESL completion of medical history activity,
Open & closed question activity contextualised to Certificate IV stream student is undertaking (Practice Administration, Dental Radiography, Oral Health Promotion)
Working as a team survival criteria activity
Between 18 February 2011 and 16 June 2011 - 6 hours of self managed research and work based experience in effective communication with clients and colleagues in health work to complete assessment task. (see assessment matrix below for further details)
Day 2 - 16 June 2011- 7 hours
1. Oral presentation to class peers and RMIT Assessor on Induction of new staff member in dental practice or dental facility student is employed in.
2. As an integrated learning activity students are to observe and listen to oral presentations from class peers and provide feedback and comment to peers and RMIT Assessor on each student’s communication style and method of communication to an audience.
3. Submission of Third Party Evidence Document signed off by both student and employer to authenticate student work based learning experience and authenticity of Communication Induction Protocol Document is the original work and has been produced in it’s entirety by the student.
3. Submission to RMIT Assessor of written document on Induction of new staff member in the dental practice or dental facility student is employed in.
Total Nominal Hours = 20 hours
Learning Resources
Prescribed Texts
Bird D & Robinson D(2009), Torres and Ehrlich, Modern Dental Assisting 9th Ed |
References
Other Resources
Australian Dental Association @ www.ada.org.au
Dental Practice Board @ Victoria @ www.dentprac.vic.gov.au
Department of Human Services @ www.dhs.vic.gov.au
Overview of Assessment
• A 10 minute oral presentation using either video or power point communication method
• The submission of an Induction Policy document for a new staff member at the dental practice the student is employed in.
• Third Party Evidence /Feedback and sign off by the Workplace Supervisor/Employer.
Assessment Tasks
Assessment Mode:
1. Part A -Oral Presentation to class peers and RMIT Assessor on Induction of new staff member into dental practice or dental facility student is employed at.
Approximately 10 minutes in duration.
The student must utilise a visual communication medium ( power point or video) for the presentation and must include ALL criteria as listed on the HLTAMBFC301B Assessment Outline Document 2011 as issued to student.
Document also accessible on RMIT Blackboard C4209 program 2011, RMIT IDrive.
The presentation must be delivered in a professional manner.
2. Submission of Third Party Evidence Document signed by student and employer to RMIT Assessor on the morning of the oral presentation
3. Part B - Submission of Written Assessment Task - Induction of a new staff member into dental practice or dental facility the student is employed at, as per the HLTAMBFC301B Assessment Document Criteria Outline 2011 issued to the student. Student must refer to and abide by the information provided in the RMIT Student Handbook 2011 regarding the protocol and guidelines for submission of assessment. Document also accessible on RMIT Blackboard C4209 program 2011, RMIT IDrive. Assessment Task to be presented and submitted as per the Student Handbook 2011 with a signed Unit HLTAMBFC301B cover sheet.
Please Note: Students may apply for Special Consideration as per the information provided in the Student Handbook via the RMIT Hub @ http:/wwwrmit.edu.au/students/special consideration if they believe their ability 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. Special Consideration is not granted automatically on submission of the application.
Assessment Matrix
Please note this Assessment task has 2 parts as follows:
Part A – Oral Assessment
Part B- Written Assessment
Prerequisite for assessment as follows;
Attendance and participation to day 1 class work on 18 February 2011 or attendance to tutorial via scheduled appointment with the Lead Teacher for Unit HLTAMBFC301B (Scheduled date may be subject to RMIT timetable change, students will be advised)
Submission of Third Party Evidence Document on the morning of the scheduled oral presentation 16 June 2011 fully signed off by both student and employer . (Scheduled date may be subject to RMIT timetable change, students will be advised)
1. Part A - Oral Presentation-
Approximately 10 minutes in duration delivered to class peers & RMIT Assessor as per the Assessment Document Criteria Outline 2011 issued to the student. .
The student must utilise a visual communication medium ( power point or video) for the presentation and must include ALL criteria as listed on the Assessment Outline Document 2011. Document also accessible on RMIT Blackboard C4209 program 2011, RMIT IDrive.
The presentation must be delivered in a professional manner.
2. Part B - Written Assessment Task -
Induction of a new staff member in the dental practice in which the student is employed as per the Assessment Document Criteria Outline 2011 issued to the student. Document also accessible on RMIT Blackboard C4209 program 2011, RMIT IDrive. Assessment Task to be presented and submitted as per the Student Handbook 2011
A result of CA Competency achieved as follows:
1. Student to attend day 1, 18 February 2011 & day 2, 16 June 2011 unless scheduled via appointment with the Lead Teacher for tutorial for day 1, 18 February 2011 or rescheduled appointment for oral assessment presentation assessment day 2, 16 June 2011 due to Special Consideration granted via RMIT Hub.(Scheduled date may be subject to timetable change)
2. Both Part A & Part B must be completed with All criteria met as per the HLTAMBFC301B Oral & Written Assessment Criteria Outline document 2011.
In the event of an An NYC (Not Yet Competent) result the student will be allocated 2 weeks from the date of receipt of an NYC (not yet competent) result & the return of the original assessment document including RMIT Assessor feedback and direction on improvement needed for resubmission of the Assessment Task/s to achieve a result of CA within the student’s RMIT enrolment period.
Failure to provide the resubmission as noted above may require the student to re-enrol in Unit HLTAMBFC301B incurring fees.
Other Information
Students are required to gain work based experience to complement their development in the area of communication with colleagues and clients in health.
Students are encouraged to access a variety of text and websites in conjunction with face to face consultation and discussion with work colleagues and industry professionals to support positive outcomes in Unit HLTAMBFC301B.
Students should also access the RMIT library service and facilities @ www.rmit.edu.au/library to source reference material to support development of the assessment tasks for this unit of competency.
Students are required to consult the Student Handbook 2011 for information on RMIT policy and procedure for assessment.
Students are able to contact the Lead Teacher of Unit HLTAMBFC301B Ms Debra Spicer (see contact details above listed) should they require support or assistance with the completion of this unit within their RMIT enrolment period.
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