Course Title: Communicate and work in health or community services
Part B: Course Detail
Teaching Period: Term1 2020
Course Code: GEDU6078C
Course Title: Communicate and work in health or community services
Important Information:
This course is co-delivered and co-assessed in a cluster with courses CHCLEG001 Work legally and ethically, CHCDIV001 Work with diverse people, and HLTWHS002 Follow safe work practices for direct client care. This cluster is called, Introduction to the sector.
School: 375T Vocational Design and Social Context
Campus: City Campus
Program: C3402 - Certificate III in Individual Support (Ageing and Disability)
Course Contact: Steve Bruechert
Course Contact Phone: +61 3 9925 4063
Course Contact Email: steve.bruechert@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
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
In this course you will acquire the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers.
The skills gained in this course will apply to a range of health and community service contexts where you may be required to communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.
This course is delivered and assessed in a cluster with:
CHCLEG001 - Work legally and ethically
CHCDIV001 - Work with diverse people
HLTWHS002 - Follow safe work practices for direct client care
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: |
ELEMENT |
PERFORMANCE CRITERIA |
Elements define the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element |
|
|
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
|
2. 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
|
|
|
3. 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
|
|
|
4. 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
|
5. 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
|
6. 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
|
|
Element: |
2. Collaborate with colleagues |
Performance Criteria: |
ELEMENT |
PERFORMANCE CRITERIA |
Elements define the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element |
|
|
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
|
2. 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
|
|
|
3. 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
|
|
|
4. 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
|
5. 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
|
6. 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
|
|
Element: |
3. Address constraints to communication |
Performance Criteria: |
ELEMENT |
PERFORMANCE CRITERIA |
Elements define the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element |
|
|
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
|
2. 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
|
|
|
3. 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
|
|
|
4. 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
|
5. 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
|
6. 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
|
|
Element: |
4. Report problems to supervisor |
Performance Criteria: |
ELEMENT |
PERFORMANCE CRITERIA |
Elements define the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element |
|
|
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
|
2. 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
|
|
|
3. 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
|
|
|
4. 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
|
5. 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
|
6. 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
|
|
Element: |
5. Complete workplace correspondence and documentation |
Performance Criteria: |
ELEMENT |
PERFORMANCE CRITERIA |
Elements define the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element |
|
|
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
|
2. 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
|
|
|
3. 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
|
|
|
4. 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
|
5. 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
|
6. 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
|
|
Element: |
6. Contribute to continuous improvement |
Performance Criteria: |
ELEMENT |
PERFORMANCE CRITERIA |
Elements define the essential outcomes |
Performance criteria describe the performance needed to demonstrate achievement of the element |
|
|
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
|
2. 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
|
|
|
3. 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
|
|
|
4. 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
|
5. 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
|
6. 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
|
|
Learning Outcomes
On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
This course will be delivered as a blended course; in class and face-to-face, in a workplace and supported online. This includes:
- online content, including viewing instructional videos and engaging in online activities (the online learning system you are using is called “Canvas”)
- intensive face-to-face classes facilitated by your RMIT teacher
- workplace practice in a residential aged care facility or disability support service supported by a supervisor
Teaching Schedule
While all course content in this sechdule wil be covered, the weely order may change depending on class needs and availability of speakers and resources
Learning Resources
Prescribed Texts
References
Other Resources
The University Library has extensive resources and provides subject specialist expertise, research advice, help with referencing and support through:
The learning Lab
www.rmit.edu.au/students/study-support/learning-lab
The Study Support Hub
https://www.rmit.edu.au/students/study-support/study-support-hub
English for uni workshops
https://www.rmit.edu.au/students/study-support/workshops/english-uni-workshops
Overview of Assessment
This course is delivered and assessed with courses CHCLEG001 Work legally and ethically, CHCDIV001 Work with diverse people, and HLTWHS002 Follow safe work practices for direct client care.
There will be three forms of assessment and they will include a research task, questions and answers in relation to the unit of competency and practical assessment either in a simulated or workplace environment.
The assessment tasks are as follows:
Task 1: Research questions/online quizzes
Task 2: Questions and answers
Task 3: Observation in either a simulated or workplace environment/role plays and scenarios.
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.
A student charter http://www.rmit.edu.au/about/studentcharter summarises your responsibilities as an RMIT student as well as those of your teacher
Your course assessment conforms to RMIT assessment principles, regulations, policies, procedures and instructions which are available for review online:http://www1.rmit.edu.au/browse;ID=c15i3ciaq8ca
Assessment Tasks
Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed as Competent means you have consistently demonstrated the required knowledge and skills to a standard expected in the workplace. To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory standard. You will receive feedback from the teacher at the conclusion of each assessment task.
You should refer to the assessment brief which is available through Canvas for a full assessment criterion.
Results that apply to courses that are delivered and assessed in accordance with competency-based assessments are:
CA - Competency Achieved
NYC - Not Yet Competent
DNS - Did not submit for assessment
Assessment tasks
Quizzes
Your assessment quizzes are broken up into multiple, smaller knowledge and scenario quizzes. You can view and attempt all the required assessment quizzes by selecting from the following table. Unless otherwise stated you will be given two attempts at each quiz; if you need additional attempts, your teacher(s) will discuss this with you.
The quiz assessment tasks allow you to demonstrate your knowledge of the cluster content. When you open the assessments from the links below, they will open in a new window. Close that window to return to this page.
Other assessment tasks
The following practical tasks are the other assessments required for this cluster. They may include a mixture of workplace documentation tasks, practical demonstrations and simulations of workplace tasks.
Assessment Matrix
The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These matrices are available through program administration
Course Overview: Access Course Overview
