Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: Term1 2017

Course Code: EMPL7091C

Course Title: Communicate and work in health or community services

School: 174T School of VE Engineering, Health & Science

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 workplace and industry 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 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

CHCCOM005 Communicate and work in health or community services

The classes will be held every Tuesdays-  9:30 - 12:30pm in the following sessions-

Week

Week beginning/session

 

                Topics to discuss

 Face to face teaching sessions

2

13.02.17

1. Communicate effectively with people

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

1

3

20.2.2017

2. Collaborate with colleagues

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

2

4

27.02.2017

3. Address constraints to communication

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 situation

3

5

06.03.2017

4. Report problems to supervisor

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

4

6

13.03.2017

5. Complete workplace correspondence and documentation

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 event

5

7

20.03.2017

6. Contribute to continuous improvement

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

6

8

27.03.2017

 Communication workshops to demonstrate effective communication in different work situations, feedback provided

7

903.04.2017 Written assessment.8

 

 


Learning Resources

Prescribed Texts


References


Other Resources

PowerPoint learning materials 

Additional learning materials available through Learning Hub

RMIT Library (www.rmit.edu.au/library)


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.


 


Assessment Tasks

The assesment tasks will be -

1. Written assessment- 4th April 2017

2. Online quiz assessment due by 7th April 2017

3. Demonstrate effective communication skills - 28th March 2017

4. Performance evidence competency to be demonstrated in the clinical placements

In class attendance compulsory for simulated case studies and preparation of workplace documentation.

 


Assessment Matrix

 

Assessment Matrix for CHCCOM005-Communicate and work in health or  community services

ASSESSMENT METHODS/TYPES OF EVIDENCE:

Interview/ Verbal Questioning

Self-Reflections

Assignment/ Project

Case Study or Role Play

Third Party Verification

Workplace Performance

Research or Report

Portfolio of Evidence

Written Tasks

 

A

B

C

D

E

F

G

H

I

 

UNIT CODE                    CHCCOM005

UNIT NAME   Communicate and work in health or      community services

Delivery Sequence Number:

Cluster:

Foundation Skills:      Yes   No

Elements

Performance Criteria

Related Training Materials

Related Assessment Tasks

Assessment Method See legend above

 

 

 

1. Communicate effectively with people

 

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

Topic 1 learning material

Written assessment, communication skill demonstration and online quiz

 

I,F, D

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

Topic 1 learning material

1.3   Confirm the person’s understanding

Topic 1 learning material

1.4   Listen to requests, clarify meaning and respond appropriately

Topic 1 learning material

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

Topic 1 learning material

  1. Collaborate with colleagues

2.1.Listen to, clarify and agree timeframes for carrying out workplace instructions Use industry terminology correctly in verbal, written and digital communications

Topic 2 learning material

Written assessment, communication skill demonstration and online qui

 

 

I, F,D

2.2. Identify lines of communication between organisation and other services

Topic 2 learning material

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

Topic 2 learning material

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

Topic 2 learning material

  1. Address constraints to communication

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

Topic 3 learning material

Written assessment, communication skill demonstration and online qui

 

I,F,D

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

Topic 3 learning material

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

 

Topic 3 learning material

  1. Report problems to supervisor

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

Topic 4 learning material

Online quiz

I,F

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

Topic 4 learning material

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

Topic 4 learning material

4.4    Refer unresolved conflict situations to supervisor

Topic 4 learning material

 

5. Complete workplace correspondence and documentation

5.1 Complete documentation according to legal requirement and organisationprocedures

Topic 5 learning material

Online quiz, 

I,F

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

Topic 5 learning material

5.3 Complete written and electronic workplace documents to organisation standards

Topic 5 learning material

5.4 Follow organisation communication policies and procedures for using digital media

Topic 5 learning material

5.5 Use clear, accurate and objective language when documenting events

Topic 5 learning material

  1. Contributeto continuous improvement

6.1 Contribute to identifying and voicing improvements in work practices

Topic 6 learning material

Online quiz

I,F

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

Topic 6 learning material

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

Topic 6 learning material

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

Topic 6 learning material

Critical Aspects of Assessment/ Performance 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

 

 

Simulated scenarios, completed Incident reports and Resume written, conducted a meeting in simulated environemt.

Simulated and workplace performance evidence

Required Skills  

Required Knowledge

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

 

Written assessment and online quiz,

Simulated scenarios, completed Incident reports and Resumes( CV), conducted a meeting in simulated environment

Written assessment, Online quiz, Simulated scenarios and workplace performance evidence

 

 

 

 

Other Information

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.



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  
 

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