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

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: OHTH5734C

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

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4320 - Certificate IV in Dental Assisting

Course Contact: Ms. Suzanne Dellas Fatone

Course Contact Phone: +61 3 9341 1406

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


Name and Contact Details of All Other Relevant Staff

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

Not Applicable

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


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTAMBFC301D 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

  • Facilitator led class room discussion using with power point presentation
  • Small group activities
  • Individual activities
  • Oral presentation to class peers and an RMIT Assessor
  • Written report and short answer responses
  • Third Party Evidence Declaration


Teaching Schedule

As per Certificate IV in Dental Assisting timetable schedule or as scheduled by the Program Coordinator.
 


Learning Resources

Prescribed Texts

There are no prescribed texts
 


References


Other Resources

Bird, D., Robinson, D. (2012) Modern Dental Assisting, 10th Ed. W.B.Saunders Company, Sydney.

myRMIT Blackboard

Zwemer, T.J. (1998) Mosby’s Dental Dictionary, Mosby Inc., Sydney


Overview of Assessment

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


Assessment Tasks

  • Oral presentation patient case study 10 minute duration
  • Written report and short answer responses
  • Signed Third Party Evidence Declaration

   


Assessment Matrix

  • Oral presentation patient case study 10 minute duration - weight 45%
  • Written report and short answer responses - weight 45%
  • Signed Third Party Evidence Declaration - weight 10%
  •  = 100% total assessment weight for this unit
     

All assessment tasks must be submitted by the due date for assessment unless the student has applied for special consideration http://www.rmit.edu.au/browse;ID=g43abm17hc9w

Students will be provided with only ONE opportunity to achieve a CA (competency achieved) result in this unit unless the student has applied for and been granted special consideration as per RMIT policy.

Please refer to the RMIT assessment policy www.rmit.edu.au/assessmentpolicy for further information.

NYC (not yet competent result) The student will be required to re-enrol in the unit incurring fees.

Other Information

Plagiarism                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       RMIT University requires that you present only YOUR work for assessment. Plagiarism is a form of cheating. It is the presentation of the work or idea of another person without appropriate referencing, as though it is your own.
Plagiarism is NOT acceptable. Penalties can include charges of academic misconduct, cancellation of results and exclusion from your course.
Please note: It is also a disciplinary offence to allow your work to be plagiarised by another student. When signing the coversheet to submit your learning guide, you are declaring that the work is not plagiarised.
 

Special Consideration                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              Please Note; Students may apply for Special Consideration as (per the information via the RMIT website http://www.rmit.edu.au/browse;ID=g43abm17hc9w (unresolved)  if they believe their ability to complete Assessment for this Unit by the submission date has been affected by factors beyond their control. Special Consideration must be lodged prior to or within 48 hours of the scheduled assessment time or assessment submission date.
The application for Special Consideration is NOT granted automatically on application. RMIT assessment policies - RMIT University http://www.rmit.edu.au/browse;ID=od0oagg9uc111 (unresolved)  
Special consideration online application - RMIT University http://www.rmit.edu.au/browse;ID=g43abm17hc9w (unresolved)  
 

Non completion or non-submission of compulsory tasks
Failure to complete any or all of the compulsory tasks listed above will prevent the student from achieving a CA (competency achieved) result for unit HLTAMBFC301D. This will result in the student not completing the unit successfully. “NYC” (not yet competent) will be recorded and re-enrolment will be required to continue the unit/program. Fees will be incurred.
Please note: A second opportunity for assessment will not be granted unless the student has applied for and been granted special consideration as per RMIT Assessment Policy.
 

Course Overview: Access Course Overview