Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: EMPL7093C

Course Title: Establish and manage client relationships

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C5357 - Diploma of Remedial Massage

Course Contact: Joshua Davies

Course Contact Phone: +61 3 9925 4333

Course Contact Email: joshua.davies@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Sonny Shoduri

sonny.shoduri@rmit.edu.au

 

9925 4212

Nominal Hours: 35

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

This unit is not co-delivered

Course Description

This unit describes the skills and knowledge to establish and manage professional on-to-one relationships with clients in the context of providing an ongoing health service or intervention.

This unit applies to community services or health workers who have defined responsibilities to work independently with clients within broad but established guidelines.       


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM006 CHCCOM006

Element:

1. Establish professional relationship with the client

Performance Criteria:

1.1 Establish relationship within appropriate professional
boundaries
1.2 Build trust and respect through use of effective
communication techniques
1.3 Identify and respond to client special needs
1.4 Communicate in ways that take account of cultural
considerations
1.5 Exercise discretion and confidentiality

Element:

2. Manage client interactions

Performance Criteria:

2.1 Use a collaborative and person centred approach
when working with clients
2.2 Use motivational interviewing as a basis for client
interactions
2.3 Seek client information respectfully and sensitively,
using purposeful, systematic and diplomatic questions
2.4 Support the client to identify and articulate key
information that supports the provision of service
2.5 Encourage clients to voice queries or concerns and
address these appropriately
2.6 Respond to difficult or challenging behaviour using
established techniques
2.7 Maintain professional integrity and boundaries at all
times
2.8 Work within scope of role and identify and respond to
situations where interactions suggest the need for client
referral

Element:

3. Provide effective responses to client enquiries
 

Performance Criteria:

3.1 Select the most appropriate mode of communication
for the information being provided
3.2 Use language and terminology that the client will
understand
3.3Present information clearly and with sufficient detail
to meet client needs
3.4 Confirm with client that the information has been
understood and address any unresolved issues
 


Learning Outcomes



Details of Learning Activities

All class learning materials, notes and other key learning resources can be accessed via myRMIT

at www.rmit.edu.au/learninghub.

A combination of activities will support student’s learning in this course, such as:

• Face-to-face &/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) in the

student & clinical practice environment, during simulations and classroom based learning

• Work experience &/or placements observation of performance in the workplace 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 discussions and activities to support and collaborate with other students in your course

and debate and discuss ideas

• Utilise and develop critical research and cognitive skills to find credible sources of health

information

• Self-directed study time (eg. readings or activities around theory) 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

• It is strongly recommended that students partner up with fellow students in order to practice

assessment, treatment and palpation techniques


Teaching Schedule

           

 

Establish and manage client relationships

Reflect on and improve own professional practice

RMIT Wk

Date

Class & Activities

18

25/4/16

What do boundaries mean and what techniques do we already use to establish and maintain them?

19

2/5/16

The practitioner’s emotional state and how this can affect our ability to treat, transference, counter transference. 

20

9/5/16

Skilled communication: Motivational listening, active listening, empathy, feedback. When it can be useful and how not to use it.

21

16/5/16

Language barriers and how to work with them.

22

23/5/16

Legal implications around managing client relationships

23

30/5/16

Working with diverse client populations: Language, culture, disability, health, age, presence of children/spouse, religion,

24

6/6/16

Practical work: Case studies – putting it into action

25

13/6/16

Review and role playing


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

This unit is part of an integrated program.
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 skills to be assessed within this unit replicate real work skills within the industry.
 
1. Clinic skills checklist. To be completed during clinic 
 
2. Case Study.
 
 
 
 
 
Assessment Matrix
The assessment mapping demonstrates alignment of assessment tasks with the relevant unit of competency and with the performance evidence, knowledge evidence and assessment conditions for each unit.

 

 

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

 

 

 

 

 

NATIONAL UNIT CODE: CHCCOM006

NATIONAL UNIT NAME: Establish & manage client relationships

RMIT CODE:

EMPL7093C

Elements

Performance Criteria

Related Assessment Tasks

Assessment Method/

Types of Evidence  

1.        

Establish professional relationship with the client

1.1

Establish relationship within appropriate professional boundaries

Clinic skills checklist

Work place performance

1.2

Build trust and respect through use of effective communication techniques

Clinic skills checklist

Work place performance

1.3

Identify and respond to client special needs

 


Assessment Tasks

           

In order to be deemed satisfactory you will need to perform:

 

Clinic Skills Observation Log – Establishing and managing client relations will be assed in this log.

 

You will also be required to respond to the 3 case studies and questions on the last pages of the log.

 

Task to be completed no EARLIER than April 29th.  Due date: 10th June 5pm 2016

 

 


Assessment Matrix

Course Overview: Access Course Overview