Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term1 2020

Course Code: EMPL7093C

Course Title: Establish and manage client relationships

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

Campus: City Campus

Program: C5357 - Diploma of Remedial Massage

Course Contact: Laura Yeomans

Course Contact Phone: +61 3 9925 4289

Course Contact Email: laura.yeomans@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Laura Yeomans

laura.yeomans@rmit.edu.au

03 9925 4289

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 assessed and clustered with EMPL7094C Reflect and Improve on professional practice.

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:

1. Establish professional relationship with the client

Performance Criteria:

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:

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

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


Please refer to the Elements of Competency.


Details of Learning Activities

This unit is co-delivered with CHCPRP003 / EMPL7094C Reflect on and improve own professional practice.

 

In this course 1 hour Webinars will be available 1 x per week over the period of 7 weeks.

All leaning resources are available on Canvas 

 

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

• 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

Professional Practice Sem 1 2020

 

Session

Topics by Week

Activities/Assessments

1

Legal and ethical implications around managing client relationships                                                

 

Discussion of Assessment Tasks

2

 

Identifying learning styles

 

Discussion of Assessment Tasks

3

Modes of CommunicationDiscussion of Assessment Tasks

4

Communication barriers and conflict

 

Discussion of Assessment Tasks

5

Motivational interviewing and techniques

 

Discussion of Assessment Tasks

 

 MID SEMESTER BREAK

 

6

 

Building rapport and SOAP notes

 

 

Discussion of Assessment Tasks

7

Review Assessments/Feedback/ Review of clinic requirements

Assessments  1: Case Studies

Submission via Canvas

Assessment 2: Personal Development Plan

Submission via Canvas

Assessment 3: Observation Checklist will be completed in Clinic 

All Assessment Due Dates are available on Canvas under 'Assignments'


Learning Resources

Prescribed Texts


References


Other Resources

There are no prescribed texts for this course. Materials will be provided via the online learning management system, Canvas.

You will need access to a computer, some basic software, e.g.: Microsoft Word  and an internet connection. 


Overview of Assessment

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.

 

Assessment Task 1 - Case Studies 

Assessment Task 2 - Personal Development plan

Assessment Task 3 - Clinic Observation skills 


Assessment Tasks

Assessment TasksName
AT1Case Study assessment
AT2Personal Development Plan
AT3Clinic Observation skills 

 

All Assessment Due Dates are available on Canvas under 'Assignments'


Assessment Matrix

Other Information

Important information regarding Assessment Tasks:

 

You may be eligible to resubmit your assessments.

Resubmissions are not automatic and will only be approved at the discretion of the Program Coordinator, after consultation with the teacher.

All students will be contacted by their course coordinator in regards to  resubmission completion dates.

   

Please note: an opportunity to repeat clinical placement is not guaranteed and will be at the discretion of the Clinical Coordinator/Program Manager.

 

EXTENSION OR SPECIAL CONSIDERATION

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 5 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.

Where an extension of greater than seven days is needed, you must apply for SPECIAL CONSIDERATION. 

If you require further information please contact your teacher or Program Coordinator.

 

Academic Integrity and Plagiarism

RMIT has a strict policy on plagiarism and academic integrity. Please refer to 

https://www.rmit.edu.au/students/student-essentials/rights-and-responsibilities/academic-integrity

 

Course Overview: Access Course Overview