Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: Term2 2019

Course Code: EMPL7091C

Course Title: Communicate and work in health or community services

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4375 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: 03 9925 8382

Course Contact Email:

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


Course Description

This unit describes the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers.

This unit applies to a range of health and community service contexts where workers may communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM005 Communicate and work in health or community services


1. Communicate effectively with people

Performance Criteria:

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

Performance Criteria:

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

Performance Criteria:

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

Performance Criteria:

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

Performance Criteria:

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

Performance Criteria:

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

See elements above

Details of Learning Activities

 CHCCOM005 Communicate and work in health or community services. The Communication course. The role of an optical dispenser relies absolutely on the ability to communicate well. There will be those of you that may not be confident communicators, this course will help all students become better communicators by extending your abilities in the face to face interactive classroom sessions.

A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform

Teaching Schedule

You will be required to attend RMIT City Campus for five weeks beginning on;

Week 7, Semester 2 on 22.08.19 to Week 11 Semester 2 on 26.9.19




Learning Resources

Prescribed Texts


Other Resources

PowerPoint learning materials 

Additional learning materials available through Learning Hub

RMIT Library (

Overview of Assessment


Assessment Task 1: Assignment

Assessment Task 2: Workplace Evidence Log









Assessment Tasks

The assignment will assess your knowledge on how to communicate and work in health or community services. In this case, in an optometry practice while on industry placement.

You will be required to demonstrate competency in the following areas:

  • Observe and reflect on the communication techniques 
  • Communicate in a variety of work situations
  • Promote understanding when communicating in dispensing situations


Assessment Matrix

Other Information

If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.) OR you do attend, but your performance has been affected, you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this application please visit  or speak to your Program Coordinator.

If due to illness or other unforeseen circumstance, you are unable to submit by the due date (e.g. assignment, report, project etc.): you may submit an APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK for an extension of time of up to seven (7) calendar days or less. This must be lodged with the Program Coordinator 1 working day before the original due date. If granted, you will have the opportunity to submit up to 7 days later than the original due date. For advice on this application please visit or speak to your Program Coordinator.

You are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” . All work submitted for assessment must be submitted electronically unless otherwise advised.

Students must keep a copy of all submitted assessments including electronic copies.
Harvard style is used for all referencing and for bibliography.
RMIT University has a strict policy on academic integrity and plagiarism and. Please refer to the website for more information on this policy.  

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.
Your rights and responsibilities as a student can be found at  
This course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced at  

Course Overview: Access Course Overview