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

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: OHTH5734C

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

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4356 - Certificate IV in Dental Assisting

Course Contact: 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


Dental Health Acting Program Manager Mr. Nicholas Greer
Office hours: Monday to Friday 8:30 to 5:00 pm.
Telephone: +61 3 9341 1420
Email: nicholas.greer@rmit.edu.au 
 
Ms. Suzie Georgeivski
Office hours: Monday to Friday 8:30 to 5:00 pm.
Telephone: +61 3 9341 1408
Email: suzanna.georgeivski@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 technique

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 publi

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


A combination of Face to face and online learning activities will support student’s learning in this unit.

Face to face learning activities
· Facilitator led classroom based lecture and or workshop using PowerPoint Presentations
· Demonstration and classroom discussion
· Group discussions
· Written classroom tasks

Online weekly learning activities accessed on a via myRMIT Studies (BlackBoard)
· Echo 360
· Online quizzes 
· Collaborate
· Discussion forums
 


Teaching Schedule

The face to face class scheduled for delivery on Level 3 or 2 of Building 154 (within the Royal
Dental Hospital of Melbourne). Notification will be provided via student email if the date or
location change. The online weekly activities will be delivered via BlackBoard in Phase 1, weeks 7 to 9.


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).

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


Overview of Assessment

Assessment comprises of the following:

  • Written report based on case scenario
  • Third Party Evidence


Assessment Tasks

HLTAMBFC301D Communicate with clients and colleagues to support health care; Assessment Written Report
Case Study Portfolio:

  • Written report based on a case study
  • Third Party Evidence

You will submit the HLTAMBFC301D Communicate with clients and colleagues to support health care; Assessment
Written Report as per timetable and you will graded with either a S (Satisfactory) or a NYS (Not yet
satisfactory) according to the assessment guidelines outlined in the assessment. 


Assessment Matrix

To achieve a grade of CA (Competency achieved) for the unit HLTAMBFC301D Communicate with clients and
colleagues to support health care, you are required to obtain a pass result for all the following assessments.

1. Written Report based on a case study

2. Thrid Party Evidence.

Failure to complete any of the above listed tasks/assessments will result in an NYC (Not yet competent)for the
unit HLTAMBFC301D Communicate with clients and colleagues to support health care, A NYC result will be entered
in the student record. This will result in non-completion of this unit of competence and re-enrolment will be required
incurring feesand a return to class work and completion of any relevant assessments at the time of the re-enrolment.

(The Assessment process must be finalised and a result entered by the end of the HLTAMBFC301D Communicate
with clients and colleagues to support health care,RMIT enrolment).

Other Information

 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 caninclude 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 thecoversheet (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 thesubmission date has been affected by factors beyond their control. Special consideration
must be lodged priorto 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 policies - RMIT University:http://www1.rmit.edu.au/students/assessment 
 

Assessment Appeal Process
The Appeals Against Assessment policy and procedure applies to all coursework
programs in all careers. The appeal process isstaged 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)  

Course Overview: Access Course Overview