Course Title: Communicate effectively with clients

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: NURS5236C

Course Title: Communicate effectively with clients

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4319 - Certificate IV in Massage Therapy Practice

Course Contact : Joshua Davies

Course Contact Phone: +61 3 9925 4333

Course Contact

Name and Contact Details of All Other Relevant Staff

Erica O’Donoghue

9925 4809

Nominal Hours: 90

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



Course Description

This unit of competency describes a detailed level of knowledge of anatomy and physiology required to confirm physical health status.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTCOM404C Communicate effectively with clients


1.Establish professional relationship with the client

Performance Criteria:

1.1 Evaluate practice to maintain a high standard of client service
1.2 Identify and respond to special needs of clients
1.3 Use effective communication with clients
1.4 Encourage clients to voice queries and/or fears and address these appropriately
1.5 Take into consideration cultural and personal factors when consulting or interacting with clients
1.6 Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
1.7 Define and apply boundaries of the practitioner/ client relationship


2.Provide effective response to client enquiries

Performance Criteria:

2.1 Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
2.2 Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
2.3 Identify and acknowledge enquirer's expectations
2.4 Discuss any unresolved concerns or issues with enquirers
2.5 Make appointments for clients according to workplace guidelines


3.Respond effectively to difficult or challenging behaviour

Performance Criteria:

3.1 Plan responses to difficult or challenging behaviour and manage appropriately
3.2 Maintain professional integrity at all times


4.Use basic counselling skills as required to facilitate treatment

Performance Criteria:

4.1 Determine need for basic counselling
4.2 Provide basic counselling to facilitate treatment/ services when necessary and in accordance with practice specific guidelines
4.3 Record details of services provided according to workplace guidelines


Learning Outcomes


Details of Learning Activities

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

              DATE of  CLASS and DETAILS of TOPICS
Tues 17/2
Lesson 1 Body Organisation
Lesson 2 Cells & Tissues

Thurs 19/2
Lesson 3 Brain & Cranial Nerves
Lesson 4 Spinal Cord
Peripheral Nerves

Tues 24/2
Lesson 5 Endocrine System
Lesson 6 Blood

Thurs 26/2
Lesson 7 Heart
Lesson 8 Blood Vessels

Tues 3/3
 WET LAB NO. 1 Heart Dissection Activity Sheet 1 DUE
Lesson 9 Lymphatic
Immune Systems

Wed 4/3
Respiratory System
Urinary System

Thurs 5/3
WET LAB NO. 2 Kidney Dissection Activity Sheet 2 DUE
Lesson 12 Digestive System

Fri 6/3 NO Class or Campus attendance required
Self-Directed Learning ONLY


Tues 10/3 Lesson 13 Skin
Lesson 14 Sensory System

Wed 11/3 Lesson 15 Reproductive System 1st Attempt Quiz 9
Lesson 16 Muscular System

Thurs 12/3 WET LAB NO. 3 Skeletal Bones (Long Bone
& Skeleton)
Activity Sheet 3 DUE

Lesson 17 Skeletal System
Fri 13/3 NO Class or Campus attendance required

Learning Resources

Prescribed Texts

Biel, A 2005 Trail guide to the body, Books of Discovery, CO, USA



Other Resources

Overview of Assessment

Assessment for this course forms part of the Cert IV in Massage Therapy Practice.
Assessment is typically based around written and/or online tests, assignments, reflective journals, evidence portfolio’s, logbooks and/or practical demonstrations.
Assessment may also take place in a simulated work situation such as a supervised student clinic.
Competency based training requires the student to be in attendance in order for assessment to be undertaken.
Assessment is undertaken through successful completion of all assessment activities and classroom, project & industry participation.
Assessments are spaced across the duration of the course, in order for your teacher to provide you with progressive feedback.
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.
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.
An RMIT assessment charter ( summarises your responsibilities as an RMIT student as well as those of your teachers.
Your course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced in a single document, the Assessment policies and procedures manual (;ID=ln1kd66y87rc).

Assessment Tasks

1. WET LABS x 3 (attendance and activity sheet completion)
 Requires 100% attendance for competency*
 WET LAB Activity Sheets MUST be submitted during the allocated WET LAB*
 All Lab activity sheets MUST be completed to a satisfactory level
 Verbal challenges may be included to determine competency
2. Online Quiz x 10 topics
 Requires 100% correctly answered for all quiz topics
 Each attempt will contain different questions due to random selection pool
 Maximum of three (3) attempts per quiz topic (30 minutes per quiz attempt)
 Quiz No. 1, 2, 3, 4 & 5
MUST be successfully completed by 5pm Friday 6/3/15
 Quiz No. 6, 7, 8, 9 & 10
MUST be successfully completed by 5pm Monday 16/3/15

Assessment Matrix

Course Overview: Access Course Overview