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 Week |
Date |
Time |
Topics |
| 17 |
19/4 |
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)
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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 |
|
|
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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 |
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