Course Title: Communicate with clients and colleagues to support health care

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: OHTH5734C

Course Title: Communicate with clients and colleagues to support health care

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4320 - Certificate IV in Dental Assisting

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 9341 1406

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


Name and Contact Details of All Other Relevant Staff

Debra Spicer

Email: debra.spicer@rmit.edu.au

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

Not Applicable

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

This unit applies to work in a range of health settings where direct client contact is involved.  Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTAMBFC301D 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
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

Element:

2. Convey and receive information using available modes of communication

Performance Criteria:

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

Element:

3. Follow routine instructions

Performance Criteria:

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

Element:

4. Communicate with clients

Performance Criteria:

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

Element:

5. Complete reports as required

Performance Criteria:

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

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
6.2 Ensure standards of personal presentation are
appropriate to the organisation
 


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

Facilitator led class room discussion using with power point presentation
Small group activities
Individual activities
Oral presentation of patient case study (patient number 1) to class peers and an RMIT Assessor
Written report on patient case study (patient number 2 - different demographic group/patient to patient selected for oral case presentation)
Third Party Evidence Declaration


Teaching Schedule

As per Certificate IV in Dental Assisting timetable schedule or as scheduled by the Program Coordinator.
 


Learning Resources

Prescribed Texts

There are no prescribed texts


References


Other Resources

Bird, D., Robinson, D. (2012) Modern Dental Assisting, 10th Ed. W.B.Saunders Company, Sydney.

myRMIT Blackboard

Zwemer, T.J. (1998) Mosby’s Dental Dictionary, Mosby Inc., Sydney
 


Overview of Assessment

Assessment will include demonstration of underpinning knowledge, and skills; assessment activities may include presentations, written work and third party report.
 


Assessment Tasks

•10 minute  Oral presentation of patient case study (patient number 1) to class peers and an RMIT Assessor  (patient  number 2 - different demographic group/patient to patient selected for oral case presentation)

Written report patient case study (patient number 2 - different demographic group/patient to patient selected for oral case presentation - patient number 1) addressing all assessment criteria in full as listed on assessment task document.

Third Party Evidence /Feedback and sign off by the Workplace Supervisor/Employer.


Assessment Matrix

Oral presentation patient case study Number 1=10 minute duration - weight 45%
Written report patient case study Number 2 = weight 45%
Signed Third Party Evidence Declaration = weight 10%
= 100% total assessment weight for this unit


 PLEASE NOTE: the oral presentation and the written case study report MUST be based on 2 different patient demographics/patients to achieve competency in this unit and ALL criteria on the assessment task documents must be completed in full.

To achieve a CA (competency achieved) result for thsi unit:
All summative assessment tasks must be submitted by the due date for assessment unless the student has applied for and been granted a 1 week extension by the Program Coordinator or has applied for and been granted special consideration http://www.rmit.edu.au/browse;ID=g43abm17hc9w (unresolved). Failure to meet this requirement will result in an NYC (not yet competent result) entry in the student record. This may result in the  student will being ineligible to complete the Certificate IV in dental assisting.

NYC (not yet competent result) The student will be required to re-enrol in the unit incurring fees, a return to class work and completion of all summative assessments at the time of the re-enrolment.
 

Please refer to the RMIT assessment policy www.rmit.edu.au/assessmentpolicy for further information.


 

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