Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: VE 2019

Class Number: All

Class Section: All

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: EMPL7091C

Course Title: Communicate and work in health or community services

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

Campus: City Campus

Program: C3393 - Certificate III in Dental Assisting

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 0341 1406

Course Contact Email: sue.fatone@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Program Manager:

Ms. Rachael Starr

9341 1420

rachael.starr@rmit.edu.au

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.

Pre-requisites and Co-requisites

None

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.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	CHCCOM005 Communicate and work in health or community services
Element:	1. Communicate effectively with people
Performance Criteria:	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
Element:	2. Collaborate with colleagues
Performance Criteria:	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
Element:	3. Address constraints to communication
Performance Criteria:	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
Element:	4. Report problems to supervisor
Performance Criteria:	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
Element:	5. Complete workplace correspondence and documentation
Performance Criteria:	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
Element:	6. Contribute to continuous improvement
Performance Criteria:	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

Learning Outcomes

On completion of this course, you will be able to;

Communicate effectively with people
Collaborate with colleagues
Address constraints to communication
Report problems to supervisor
Complete workplace correspondence and documentation
Contribute to continuous improvement

Details of Learning Activities

Students will be involved in the following learning activities to meet requirements for this competency:

Face to Face classes
Written classroom tasks
Demonstration and classroom discussion
Facilitator led practical clinical demonstration
Group discussions
Participation in group activities based on simulated workplace exercises
Clinical practice, peer evaluation/feedback session/completion of practical worksheets
Online learning via CANVAS
Self-managed research to support completion of Study Guides.
Students will be observed and assessed through their planned activities throughout the duration of the course

Teaching Schedule

As per Certificate III Timetable, which is issued as a hard copy on Induction Day and is also located in Canvas.

Learning Resources

Prescribed Texts

Bird.D & Robinson.D - (2017) Modern Dental Assisting 12th Edition - Elsevier-	9781437717297

Bird.D & Robinson.D - (2017) Modern Dental Assisting 12th Edition - Elsevier-

9781437717297

References

Other Resources

Students will be able to access course information and learning materials through CANVAS.

CANVAS is an online resource with the lesson plans for each unit. Within CANVAS are the session lessons plans, assessments, resources and other materials required for completion of each unit of competency.

Additional materials maybe provided in class and lists of relevant reference books, resources in the library and accessible Internet sites will be provided where possible. During the course, you will be directed to websites to enhance your knowledge and understanding of difficult concepts.

Overview of Assessment

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

 demonstrated effective communication skills in 3 different work situations

 clarified workplace instructions and negotiated timeframes with 2 colleagues

 responded appropriately to 3 different situations where communication constraints were present

 completed 2 written or electronic workplace documents to organisation standards

Assessment: Task 1	Simulated Workplace Assessment
Assessment: Task 2	Workplace Assessment 1
Assessment: Task 3	Workplace Assessment 2
Assessment: Task 4	Reflective Work Journal

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 Tasks

Assessment: Task 1	Simulated Workplace Assessment This is conducted at RMIT simulated dental teaching areas and student's knowledge and skills will be observed. Detailed information will be provided to students via canvas and during their class attendance Phase 3 Day 4. Students will attempt the workplace assessments under supervision of the assessor and they will be marked with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the CHCCOM005 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result and students will receive verbal feedback on the day.
Assessment: Task 2	Workplace Assessment 1 This is conducted after Phase 3. RMIT will contact the student and the Workplace Assessor for discussion and scheduling of the suitable time for this assessment. Student knowledge and skills will be observed in the workplace. Detailed information will be provided via canvas and to students during their class attendance. Students will attempt the workplace assessments under supervision of the assessor and they will be marked with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the CHCCOM005 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result. Student will receive verbal feedback on the assessments at the end of the workplace assessment.
Assessment: Task 3	Workplace Assessment 2 This is conducted after Phase 3. RMIT will contact the student and the Workplace Assessor for discussion and scheduling of the suitable time for this assessment. Student knowledge and skills will be observed in the workplace. Detailed information will be provided via canvas and to students during their class attendance. Students will attempt the workplace assessments under supervision of the assessor and they will be marked with either a S (Satisfactory) or NYS (Not Yet Satisfactory) according to the assessment guidelines and criteria outlined in the CHCCOM005 Assessment Overview. All assessment criteria must be successfully completed in order to achieve a satisfactory result. Student will receive verbal feedback on the assessments at the end of the workplace assessment.
Assessment: Task 4	Reflective Journal This Reflective Journal is a written assignment and is submitted via Canvas at Phase 4 Day 5. All assessment criteria must be successfully completed in order to achieve a satisfactory result. Student will receive written feedback on the assessments via canvas.

To be deemed competent you must demonstrate an understanding of all aspects required of the competency and will incorporate a variety of methods including knowledge and skill based tasks and activities. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks and you will be asked to personally demonstrate to your teacher/assessor the practical skills gained during this course to the relevant industry standards.

Assessment activities will occur throughout this course and feedback will be provided at regular intervals.

You will need to obtain Satisfactory (S) in all assessment tasks before a final grade of CA (Competency Achieved) can occur.

Assessment Matrix

Elements/Performance Criteria Covered	Assessment 1	Assessment 2	Assessment 3	Assessment 4
1.1	X	X	X	X
1.2	X	X	X	X
1.3	X	X	X	X
1.4	X	X	X
1.5	X	X	X
2.1	X	X	X
2.2	X	X	X	X
2.3	X	X	X	X
2.4				X
3.1	X	X	X	X
3.2	X	X	X	X
3.3	X	X	X	X
4.1				X
4.2				X
4.3				X
4.4				X
5.1				X
5.2				X
5.3				X
5.4				X
5.5	X	X	X	X
6.1				X
6.2				X
6.3				X
6.4				X