Course Title: Respond effectively to difficult or challenging behaviour

Part B: Course Detail

Teaching Period: VE 2018

Class Number: All

Class Section: All

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: HWSS5669C

Course Title: Respond effectively to difficult or challenging behaviour

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: 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


Course Description

This unit of competency describes the skills and knowledge required to respond effectively to difficult or challenging behaviour of clients and others.  These skills are associated with handling difficult incidents rather than managing ongoing behaviour difficulties

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTCSD306C Respond effectively to difficult or challenging behaviour


1. Plan response

Performance Criteria:

1.1       Identify appropriate response to potential instances of difficult or challenging behaviour in line with work role and organisation policies and procedures

1.2       Ensure planned responses to difficult or challenging behaviour maximise the availability of other appropriate staff and resources

1.3  Give priority to safety of self and others in responding to difficult or challenging behaviour


2. Apply response

Performance Criteria:

2.1       Ensure response to instances of difficult or challenging behaviour reflect organisation policies and procedures

2.2       Seek assistance as required

2.3       Deal with difficult or challenging behaviour promptly, firmly and diplomatically in accordance with organisation policy and procedure

2.4       Use communication effectively to achieve the desired outcomes in responding to difficult or challenging behaviour

2.5  Select appropriate strategies to suit particular instances of difficult or challenging behaviour


3. Report and review incidents

Performance Criteria:

3.1       Report incidents according to organisation policies and procedures

3.2       Review incidents with appropriate staff and offer suggestions appropriate to area of responsibility

3.3       Access and participate in available debriefing mechanisms and associated support and/or development activities

3.4  Seek advice and assistance from legitimate sources as and when appropriate

Learning Outcomes

See elements above


Details of Learning Activities

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
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• 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

OP48: Students are required to attend RMIT City Campus 26.02.2018 - 02.03.2018

OP49: Students are required to attend RMIT City Campus 23.07.2018 - 27.07.2018



Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment


You must demonstrate Performance and Knowledge Evidence of the unit in order to be deemed competent. 
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
You may be assessed by: 
• Oral or written questioning 
• Oral presentations
• Assignments and projects 
• Direct observation of actual work practice 
• Presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and/or audio files 
• Work-based activities 
• Third-party feedback from a work supervisor/employer
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic or at a Work Integrated Learning (WIL) placement activity.

Please click the following link for further information 







Assessment Tasks

OP48 & OP49:

Case Studies due date will be published on CANVAS

Evidence Log & Observation Checklist due dates will be published on CANVAS

Assessment Matrix

Course Overview: Access Course Overview