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

Part B: Course Detail

Teaching Period: Term2 2016

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

Dental Health Program Manager Mr. Nicholas Greer
Office hours: Monday to Friday 8:30 to 5:00 pm.
Telephone: +61 3 9341 1420
Email: nicholas.greer@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

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 verbal means of communication prudently, carefully and only as appropriate

 

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

 

A combination of Blended Learning activities (face to face and online) to support student’s learning in this unit, such as

  • Facilitator led classroom based lecture and or workshop using PowerPoint Presentations
  • Demonstration and classroom discussion
  • Facilitator led practical clinical demonstration
  • Group discussions
  • Participation in group activities based on simulated workplace exercises
  • Weekly Online learning resources accessed via myRMIT Studies (BlackBoard)
  • including workplace activities, Echo Presentations, online tests or quizzes
  • Written classroom tasks
  • Self-managed research to support completion of assessment tasks


Teaching Schedule

This unit is scheduled for the Certificate IV in Dental Assisting as per timetable issued on Induction Day and is located on BlackBoard. The classes are conducted on Level 3 or 2 of Building 154 (within the Royal Dental Hospital of Melbourne) and the weekly Online learning resources accessed via myRMIT Studies (BlackBoard). Notification will be provided via student email if the date or location change (subject to change at the discretion of RMIT).


Learning Resources

Prescribed Texts

There are no prescribed texts


References


Other Resources

Students will be expected to utilise a range of recent and appropriate library, electronic, text and other resources. Students will be provided with resources and tools for learning in this course through myRMIT Studies (BlackBoard).

  • Bird, D., Robinson, D. (2014) Modern Dental Assisting, 11th Ed. W.B.Saunders Company, Sydney
  • Evolve Student Online Resources
    https://evolve.elsevier.com/cs/store?role=student  This website has been set up by the publisher of the textbook, Modern Dental Assisting and offers free student learning resources and is and highly recommended.
  • myRMIT Studies (Blackboard) for RMIT Online resources 
  • RMIT Library for textbooks and other resources 
  • RMIT Library (Dental Guides): http://rmit.libguides.com/dental
  • Workplace Procedure Manuals and Workplace checklists

RMIT provides all students with an extension range of online and campus based study support services ranging from:


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

To achieve a grade of CA (Competency achieved) for the unit HLTAMBFC301D Communicate with clients and colleagues to support health care, you are required to attend classes, complete the weekly online learning activities and assessments and obtain a pass result for all the following theoretical and practical assessments that are used to measure elements, performance criteria, essential knowledge and essential skills as outlined in the health training package.

The HLTAMBFC301D Communicate with clients and colleagues to support health care Assessment  document is issued in the first class.

• Part A: Case Study.
Students research a patient and provide a detailed case study report of the management of this patient during  their dental treatment.

• Part B Video.
Students are to select either a Morning Handover Meeting or Induction Video and submit the video (via Turn-it-in) of themselves conducting a Morning Handover Meeting or Induction Video for a new staff member.

• Part C Video Report.
Students submit a report of the video.

• Part D Third Party Report.
The Workplace Supervisor/Employer completes and signs off the evidence and provides feedback of the students performance.


Assessment Matrix

To achieve a grade of CA (Competency achieved) for the unit HLTAMBFC301D Communicate with clients and colleagues to support health care, you are required to obtain a pass result for all of the following theoretical and practical assessments.

• Part A: Case Study.

Students research a patient and provide a detailed case study report of the management of this patient during  their dental treatment.

• Part B Video.
Students are to select either a Morning Handover Meeting or Induction Video and submit the video (via Turn-it-in) of themselves conducting a Morning Handover Meeting or Induction Video for a new staff member.

• Part C Video Report.
Students submit a report of the video.

• Part D Third Party Report.
The Workplace Supervisor/Employer completes and signs off the evidence and provides feedback of the students performance.

Failure to complete any of the above listed tasks/assessments will result in an NYC (Not yet competent) for unit HLTAMBFC301D Communicate with clients and colleagues to support health care. An NYC result will be entered in the student record. This will result in non-completion of this unit of competence required re-enrollment incurring fees and are turn to class work and completion of any relevant assessments at the time of the re-enrollment.

The assessments process must be finalised and a result entered by the end of the RMIT enrollment for the unit HLTAMBFC301D Communicate with clients and colleagues to support health care.

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 (electronic or paper based), 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=b1wqvnwk8aui (unresolved) if they believe complete assessment for this unit by the submission date has been affected by factors beyond their control. Special consideration must be lodge 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.

 

Assessment Appeal Process
Students may appeal against their assessment result as per the information via the RMIT website. The Appeals Against Assessment policy and procedure applies to all coursework programs in all careers. The appeal process is staged and students are required to follow each stage in order to ensure their full entitlement to appeal, this is available on http://www.rmit.edu.au/browse;ID=nwjxaifdrgle (unresolved)

Course Overview: Access Course Overview