Course Title: Communicate with clients and colleagues to support health care

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: OHTH5734C

Course Title: Communicate with clients and colleagues to support health care

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C6119 - Advanced Diploma of Oral Health (Dental Hygiene)

Course Contact : Eleanor Schroeder

Course Contact Phone: +61 3 93411412

Course Contact

Name and Contact Details of All Other Relevant Staff

Teacher: Kim Beltrame

Nominal Hours: 20

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 covers the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTAMBFC301D Communicate with clients and colleagues to support health care


2. Convey and receive information using available modes of communication

Performance Criteria:

2.1 Use communication codes and equipment correctly
2.2 Acknowledge and/or clarify information received using active listening
2.3 Check to ensure information conveyed has been received and correctly understood


3. Follow routine instructions

Performance Criteria:

3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames
3.2 Seek clarification of work instructions when required to ensure understanding
3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required
work outcomes


4. Communicate with clients

Performance Criteria:

4.1 Establish rapport through open, sensitive and confident manner
4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the
overall needs of the client and situation as a whole
4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality
demanded by the situation
4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures


5. Complete reports as required

Performance Criteria:

5.1 Complete reports/records as required to the standard expected in the workplace
5.2 Ensure reports are clear and accurate and completed correctly within identified time frames


1.Exercise effective communication techniques

Performance Criteria:

1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes
1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs
1.3 Introduce oneself appropriately when required
1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client
1.5 Ensure communication is clear and relevant to situation, context and activities undertaken
1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate
1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required
1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills
1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication



6. Present a positive image of the organisation to the public

Performance Criteria:

6.1 Conduct communication with the public in a courteous manner and respecting privacy
6.2 Ensure standards of personal presentation are appropriate to the organisation

Learning Outcomes

On completion of this unit you will have the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry.

Details of Learning Activities

These will include classroom teaching and role plays

Teaching Schedule

18th FebruaryBody language Active listening Conflict management Working as part of a team Patient communication 
18th March Oral presentation

Learning Resources

Prescribed Texts

Complete booklist is available on Blackboard


Other Resources

Overview of Assessment

Assessment will include oral and written reports on case studies

Assessment Tasks

Assessment for this course is an Oral Presentation. 18th March

Assessment Matrix

Available on Blackboard

Other Information

Late work that is submitted without an application for an extension (see below) will not be corrected.

• APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK - A student may apply for an extension of up to 7 days from the original due date. They must lodge the application form (available at least 24 hours before the due date. The application is lodged with the School Admin Office on Level 3 of Dental Hospital. Students requiring longer extensions must apply for SPECIAL CONSIDERATION.

• For missed assessments such as exams- you (& your doctor if you are sick) must fill out a special consideration form. This form must be lodged online with supporting evidence prior to, or within, 48 hours of the scheduled time of examination

Course Overview: Access Course Overview