Course Title: Communicate and work in health or community services

Part A: Course Overview

Program: C5373 Diploma of Dental Technology

Course Title: Communicate and work in health or community services

Portfolio: SEH Portfolio Office

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.

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

EMPL7091C

City Campus

TAFE

174T School of VE Engineering, Health & Science

Face-to-Face or Internet or Workplace

Term1 2017

Course Contact: Matthew Clayton

Course Contact Phone: +61 3 9341 1417

Course Contact Email: matthew.clayton@rmit.edu.au



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.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Not applicable



National Competency Codes and Titles

National Element Code & Title:

CHCCOM005 Communicate and work in health or community services

Elements:

1. Communicate effectively with people

2. Collaborate with colleagues

3. Address constraints to communication

4. Report problems to supervisor

5. Complete workplace correspondence and documentation

6. Contribute to continuous improvement


Learning Outcomes

On completion of this course, you should be able to:

 

  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. 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

        

  1. 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 situations

        

  1. 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

 

  1. 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 events

 

  1. 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


Overview of Assessment

Before the critical aspects of evidence are considered all prerequisites must be met.

 

 

Assessment

Assessment: Task 1

demonstrated effective communication skills in 3 different work situations

Assessment: Task 2

clarified workplace instructions and negotiated timeframes with 2 colleagues

Assessment: Task 3

responded appropriately to 3 different situations where communication constraints were present

Assessment: Task 4

completed 2 written or electronic workplace documents to organisation standards

 

Assessment Mapping Matrix

 

Elements/Performance Criteria Covered

Ass1

Ass 2

Ass 3

Ass 4

1.1

x

 

x

 

1.2

x

 

x

 

1.3

x

 

x

 

1.4

x

 

x

 

1.5

x

 

x

 

2.1

 

x

x

 

2.2

 

x

x

 

2.3

 

x

x

 

2.4

 

x

x

 

3.1

 

x

x

 

3.2

 

x

x

 

3.3

 

x

x

 

4.1

 

 

x

x

4.2

 

 

x

x

4.3

 

 

x

x

4.4

 

 

x

x

5.1

 

 

x

x

5.2

 

 

x

x

5.3

 

 

x

x

5.4

 

 

x

x

5.5

 

 

x

x

6.1

x

 

x

 

6.2

x

 

x

 

6.3

x

 

x

 

6.4

x

 

x

 

 

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.