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

Part B: Course Detail

Teaching Period: Term1 2010

Course Code: HWSS5414C

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

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4209 - Certificate IV in Dental Assisting

Course Contact: Ms Eleanor Schroeder

Course Contact Phone: +61 3 93411412

Course Contact Email: eleanor.schroeder@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Ms Debra Spicer

Phone: 93411418

debra.spicer@rmit.edu.au

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

Certificate III Dental Assisting or recognised equivalent.

HLTFA301B Apply First Aid Certificate

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:

HLTAMBFC301B Communicate with clients and colleagues to support health care

Element:

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 requirements
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

Element:

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

Element:

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

Element:

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

Element:

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

Element:

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


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 requirements
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

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

3.1 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

4.1 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

5.1 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

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


Details of Learning Activities

1. Teacher led discussion

2. Power point presentation

3. Small group activities - body language diagram identification activity, ESL completion of medical history activity, open & closed question activity, working as a team survival criteria activity

4. Scenario case study activity


Teaching Schedule

Semester 1 and 2

Class delivery number 1 - First week of enrolment in Certificate IV Dental Assisting program February.

Presentation of oral assesment and submission of written report document July.


Learning Resources

Prescribed Texts

Bird D & Robinson D(2009), Torres and Ehrlich, Modern Dental Assisting 9th Ed


References


Other Resources

Bird D & Robinson D(2009), Torres and Ehrlich, Modern Dental Assisting 9th Ed


Overview of Assessment

 

• A 10 minute oral presentation using either video or power point communication method
• The submission of an Induction Policy document for a new staff member at the dental practice the student is employed in.
• Third Party Evidence /Feedback and sign off by the Workplace Supervisor/Employer.


Assessment Tasks

• A 10 minute presentation
• The submission of a report document demonstrating protocol/policy for  the Induction Presentation for a new staff member.
• Third Party Evidence/Feedback and sign off by the Workplace Supervisor/Employer

See Assessment Matrix below


Assessment Matrix

1. Oral presentation : (approximately 10 minutes) to RMIT Assessor and class peers using one of the following available methods of communication (video or power point).  Presentation to encompass practice mission statement, convey general information to new staff member, provide information on practice communication policy and procedure with clients and colleagues and present the organisation in a positive manner. PX = 90%

2. Written Policy document: Criteria for written document includes Practice mission statement, general information on the practice location, introduction of other staff and responsibilities, promotion of the practice in a positive manner,communication protocol with regard to clients and colleagues, specific OH&S information. PX-70%

3. Third party evidence/feedback document to be signed off by employer to state the development and implementation of the above mentioned assessment tasks are the authentic work of the student.

The above forms of assessment require the student to exercise effective communication techniques, convey and receive information using available modes of communication, to follow routine instructions as per the assessment guidelines, to describe & document communication protocol with clients, complete the written report as required and to present the organization to the public (peers, RMIT Assessor) in a positive manner.

Course Overview: Access Course Overview