Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: EMPL7091C

Course Title: Communicate and work in health or community services

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4367 - Certificate IV in Allied Health Assistance

Course Contact: Veemita Kaul

Course Contact Phone: +61 3 9925 4662

Course Contact Email: veemita.kaul@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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

None

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.
 


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



Details of Learning Activities

 

A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the clinical placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform


Teaching Schedule

 Group AH15

RMIT WeekDateTimeTopics
 1719/4  9.30-12.30 Topic - Communicate effectively with people
 17 19/4 1.30-4.30 Topic - Communicate effectively with people
 18 26/4 9.30-12.30 Topic- Collaborate with colleagues
 
 18 26/4 1.30-4.30 Topic -Address constraints to communication
 
 19 3/5 9.30-12.30 Topic - Address constraints to communication
 
 19 3/5 1.30-4.30 Topic- Report problems to supervisor
 
 20 10/5 9.30-12.30 Topic- Complete workplace correspondence and documentation
 20 10/5 1.30-4.30 Topic- Contribute to continuous improvement

For Group AH14( Transition Group)

The transition training  and assessments will be held on -

11/05/16 and 18/05/16


Learning Resources

Prescribed Texts


References

PowerPoint Summary Additional learning materials available through Learning Hub RMIT Library (www.rmit.edu.au/library)
 


Other Resources


Overview of Assessment

You must demonstrate Performance and Knowledge Evidence of the unit in order to be deemed competent.
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
You may be assessed by:
• Oral or written questioning
• Oral presentations
• Assignments and projects
• Direct observation of actual work practice
• Presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and/or audio files
• Work-based activities
• Third-party feedback from a work supervisor/employer
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic or at a Work Integrated Learning (WIL) placement activity.

Competency based training requires you to be in attendance in order for assessment to be undertaken.

Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.

All Assessment tasks should be performed or submitted by their due dates.
If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.) OR you do attend, but your performance has been affected, you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration  or speak to your Program Coordinator.
If due to illness or other unforeseen circumstance, you are unable to submit by the due date (e.g. assignment, report, project etc.):
• you may submit an APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK for an extension of time of up to seven (7) calendar days or less. This must be lodged with the Program Coordinator 1 working day before the original due date. If granted, you will have the opportunity to submit up to 7 days later than the original due date. For advice on this application please visit www.rmit.edu.au/students/assessment/extension or speak to your Program Coordinator.
Or:
• you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to submit the assessment task more than 7 days after the original due date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration or speak to your Program Coordinator.

You are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” http://emedia.rmit.edu.au/learninglab/ . All work submitted for assessment must be submitted electronically unless otherwise advised.

Students must keep a copy of all submitted assessments including electronic copies.
Harvard style is used for all referencing and for bibliography.
RMIT University has a strict policy on academic integrity and plagiarism and. Please refer to the website for more information on this policy. www.rmit.edu.au/students/academic-integrity  
If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.
Your rights and responsibilities as a student can be found at http://www1.rmit.edu.au/students/rights-and-responsibilities  
This course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced at www.rmit.edu.au/students/assessment  
 

Credit transfer and RPL
Credit transfer is available to students who have already completed the same or similar courses. Recognition of prior learning is available to students who have relevant prior skills or experience. Please refer to http://www.rmit.edu.au/browse;ID=8u7jborsx9dy  
 


Assessment Tasks

The assessments details are as follows for AH15 group-

1. Written Assessment (1) due on 30/05/16

2. Written assessment (2) due on 30/05/16

3. Clinical Placement portfolio of evidence Due on 31/10/16.

 

 

For groupAH14 , the classroom transition assessments will be completed by 30/05/16. The students will then proceed to clinical placements to complete other assessment tasks. 

 

Note- The students will receive satisfactory/ not satisfactory result for each assessment task. The students can receive Competency achieved/ Not yet competent result for this competency.

 

The students are required to receive satisfactory result in each task to receive a competency achieved results for this competency

 


Assessment Matrix

           

 

NATIONAL UNIT CODE : CHCCOM005

NATIONAL UNIT NAME :Communicate and work in health or community

                                   Services  (Release 2)

RMIT CODE:

EMPL7091C

Elements

Performance Criteria

Related Assessment Tasks

Assessment Method/

Types of Evidence  

1.     Communicate effectively with people

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

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

1.3   Confirm the person’s understanding

Evidence Log

Written assessment task

1.4   Listen to requests, clarify meaning and respond appropriately

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

2.     Collaborate with colleagues

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

Evidence Log

Written assessment task

2.2.  Identify lines of communication between organisation and other services

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

3.     Address constraints to communication

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

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

4.     Report problems to supervisor

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

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

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

Evidence Log

Written assessment task

4.4   Refer unresolved conflict situations to supervisor

Evidence Log

Written assessment task

5.     Complete workplace correspondence and documentation

5.1   Complete documentation according to legal requirement and organisation procedures

Evidence Log

Written assessment task

5.2   Read workplace documents relating to role and clarify understanding with supervisor

Evidence Log

Written assessment task

5.3   Complete written and electronic workplace documents to organisation standards

Evidence Log

Written assessment task

5.4   Follow organisation communication policies and procedures for using digital media

Evidence Log

Written assessment task

5.5   Use clear, accurate and objective language when documenting events

Evidence Log

Written assessment task

6.     Contribute to continuous improvement

6.1   Contribute to identifying and voicing improvements in work practices

Evidence Log

Written assessment task

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

 

Evidence Log

Written assessment task

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

Evidence log/

Written tasks

Written assessment task

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

Evidence log/

Written tasks

Written assessment task

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

 

 

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

 

 

Performance Evidence 

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.

Evidence log/

Written tasks

Portfolio of Evidence

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

 

 

 

 

 

 

 

Evidence log/

Written tasks

 

 

 

 

 

 

 

 

 

Portfolio of Evidence/ Case studies

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role.

 

This includes knowledge of:

 

·         legal and ethical considerations in relation to communication:

privacy, confidentiality and disclosure

discrimination

duty of care

mandatory reporting

translation

informed consent

work role boundaries – responsibilities and limitations

child protection across all health and community services contexts, including duty of care when child is not the client, indicators of risk and adult disclosure

·         sources of information and the application of legal and ethical aspects of health and community services work

·         ethical decision making and conflicts of interest

·         principles of effective communication, including models, modes and types

 

·         communication techniques:

open ended questions, affirmations, reflections and summaries

difference between motivational interviewing and coercive approach

difference between collaboration and confrontation

·         influences on communication:

language

culture

religion

emotional state

disability

health

age

·         potential constraints to effective communication in health and community service contexts

·         health and community services industry terminology relating to role and service provision

·         importance of grammar, speed and pronunciation for verbal communication

·         when and how to use and recognise non-verbal communication

·         structure, function and interrelationships between different parts of the health and community service system

·         organisation structure and different models to support optimum client service:

principles underpinning person-centred service delivery

principles of rights-based service delivery

different roles and responsibilities of team

characteristics of multi-disciplinary teams and how they are used

relationships between different members of the health and community services workforces

role of support services

links and interrelationships with other services

funding environment

·         digital media and use in community services and health sector, including:

web

email

social media

podcast and videos

tablets and applications

newsletters and broadcasts

intranet

 

 

 

 

 

 

 

 

 

 

 

 

Evidence log/

Written tasks

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Evidence log/

Written tasks

 

 

 

 

 

 

 

 

 

 

 

Written assessment task

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

On-line Assessment/ Portfolio of Evidence

 

 

Foundation Skills

 

 

Core Skills from the Australian Core Skills Framework (ACSF)

·         Reading

Evidence log/

Written tasks

Portfolio of Evidence

·         Writing

Evidence log/

Written tasks

Portfolio of Evidence

·         Oral Communication

Evidence log/

Written tasks

Portfolio of Evidence

·         Numeracy

Evidence log/

Written tasks

Portfolio of Evidence

·         Learning

Evidence log/

Written tasks

Portfolio of Evidence

Employability Skills from the Core Skills for Work Framework (CFW)

 

 

1.    Navigate the world of work

1a. Manage career and work life

Evidence log/

Written tasks

Portfolio of Evidence

1b. Work with roles, rights and protocols

Evidence log/

Written tasks

Portfolio of Evidence

2.    Interact with others

2a. Communicate for work

Evidence log/

Written tasks

Portfolio of Evidence

2b. Connect and work with  others

Evidence log/

Written tasks

Portfolio of Evidence

2c. Recognise and utilize diverse perspectives

Evidence log/

Written tasks

Portfolio of Evidence

3.    Get the work done

3a. Plan and organise

Evidence log/

Written tasks

Portfolio of Evidence

3b. Make decisions

Evidence log/

Written tasks

Portfolio of Evidence

3c. Identify and solve problems

Evidence log/

Written tasks

Portfolio of Evidence

3d. Create and innovate

Evidence log/

Written tasks

Portfolio of Evidence

3e. Work in a digital world

Evidence log/

Written tasks

Portfolio of Evidence

 

 

 

 

Course Overview: Access Course Overview