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

Part A: Course Overview

Program: C4320 Certificate IV in Dental Assisting

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

Portfolio: SEH Portfolio Office

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.

Course Code




Learning Mode

Teaching Period(s)


City Campus


155T Vocational Health and Sciences

Distance / Correspondence or Face-to-Face or Internet or Workplace

Term1 2013,
Term2 2013,
Term1 2014,
Term2 2014,
Term1 2015,
Term1 2016,
Term2 2016

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 9341 1406

Course Contact Email:

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

This unit applies to work in a range of health settings where direct client contact is involved.  Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices

Pre-requisite Courses and Assumed Knowledge and Capabilities

Not Applicable

National Competency Codes and Titles

National Element Code & Title:

HLTAMBFC301D Communicate with clients and colleagues to support health care


1. Exercise effective communication techniques

2. Convey and receive information using available modes of communication

3. Follow routine instructions

4. Communicate with clients

5. Complete reports as required

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

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

Overview of Assessment

Assessment will include demonstration of underpinning knowledge, and skills; assessment activities may include presentations, written work and third party report.