Course Title: Establish and manage client relationships
Part B: Course Detail
Teaching Period: Term2 2016
Course Code: EMPL7093C
Course Title: Establish and manage client relationships
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C5357 - Diploma of Remedial Massage
Course Contact: Joshua Davies
Course Contact Phone: +61 3 9925 4333
Course Contact Email: joshua.davies@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Joanne Spriggs
9925 4289
Nominal Hours: 35
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
This unit is not co-delivered
Course Description
This unit describes the skills and knowledge to establish and manage professional on-to-one relationships with clients in the context of providing an ongoing health service or intervention.
This unit applies to community services or health workers who have defined responsibilities to work independently with clients within broad but established guidelines.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
CHCCOM006 CHCCOM006 |
Element: |
1. Establish professional relationship with the client |
Performance Criteria: |
1.1 Establish relationship within appropriate professional boundaries 1.2 Build trust and respect through use of effective communication techniques 1.3 Identify and respond to client special needs 1.4 Communicate in ways that take account of cultural considerations 1.5 Exercise discretion and confidentiality
|
Element: |
2. Manage client interactions |
Performance Criteria: |
2.1 Use a collaborative and person centred approach when working with clients 2.2 Use motivational interviewing as a basis for client interactions 2.3 Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions 2.4 Support the client to identify and articulate key information that supports the provision of service 2.5 Encourage clients to voice queries or concerns and address these appropriately 2.6 Respond to difficult or challenging behaviour using established techniques 2.7 Maintain professional integrity and boundaries at all times 2.8 Work within scope of role and identify and respond to situations where interactions suggest the need for client referral
|
Element: |
3. Provide effective responses to client enquiries |
Performance Criteria: |
3.1 Select the most appropriate mode of communication for the information being provided 3.2 Use language and terminology that the client will understand 3.3Present information clearly and with sufficient detail to meet client needs 3.4 Confirm with client that the information has been understood and address any unresolved issues
|
Learning Outcomes
Details of Learning Activities
All class learning materials, notes and other key learning resources can be accessed via myRMIT
at www.rmit.edu.au/learninghub.
A combination of activities will support student’s learning in this course, such as:
• Face-to-face &/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) in the
student & clinical practice environment, during simulations and classroom based learning
• Work experience &/or placements observation of performance in the workplace 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 discussions and activities to support and collaborate with other students in your course
and debate and discuss ideas
• Utilise and develop critical research and cognitive skills to find credible sources of health
information
• Self-directed study time (eg. readings or activities around theory) 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
• It is strongly recommended that students partner up with fellow students in order to practice
assessment, treatment and palpation techniques
Teaching Schedule
Establish and manage client relationships | ||
RMIT Wk |
Date |
Class & Activities |
28 |
05/07/16 |
What do boundaries mean and what techniques do we already use to establish and maintain them? |
29 |
12/07/16 |
The practitioner’s emotional state and how this can affect our ability to treat, transference & counter transference. |
30 |
19/07/16 |
Skilled communication: Motivational listening, active listening, empathy, feedback. When it can be useful and how not to use it. |
31 |
26/07/16 |
Language barriers and how to work with them. |
32 |
02/08/16 |
Legal implications around managing client relationships |
33 |
09/08/16 |
Working with diverse client populations: Language, culture, disability, health, age, presence of children/spouse, religion, |
34 |
16/08/16 |
Practical work: Case studies – putting it into action |
35 |
23/08/16 |
Review and role playing |
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
This unit is part of an integrated program.
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.
Competency based training requires you to be in attendance in order for assessment to be undertaken.
Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.
All Assessment tasks should be performed or submitted by their due dates.
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 www.rmit.edu.au/students/specialconsideration 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 www.rmit.edu.au/students/assessment/extension or speak to your Program Coordinator.
Or:
• 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 submit the assessment task more than 7 days after the original due date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration 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” http://emedia.rmit.edu.au/learninglab/. 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. www.rmit.edu.au/students/academic-integrity
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 http://www1.rmit.edu.au/students/rights-and-responsibilities
This course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced at www.rmit.edu.au/students/assessment
Credit transfer and RPL
Credit transfer is available to students who have already completed the same or similar courses. Recognition of prior learning is available to students who have relevant prior skills or experience. Please refer to http://www.rmit.edu.au/browse;ID=8u7jborsx9dy
Assessment Tasks
The skills to be assessed within this unit replicate real work skills within the industry.
1. Clinic skills checklist. To be completed during clinic
2. Case Study.
Assessment Matrix
The assessment mapping demonstrates alignment of assessment tasks with the relevant unit of competency and with the performance evidence, knowledge evidence and assessment conditions for each unit.
ASSESSMENT METHODS/TYPES OF EVIDENCE:
Interview/ Verbal Questioning |
Self-Reflections |
Assignment/ Project |
Case Study or Role Play |
Third Party Verification |
Workplace Performance |
Research or Report |
Portfolio of Evidence |
Written Tasks
|
NATIONAL UNIT CODE: CHCCOM006NATIONAL UNIT NAME: Establish & manage client relationships |
RMIT CODE: |
EMPL7093C |
|
Elements |
Performance Criteria |
Related Assessment Tasks |
Assessment Method/ Types of Evidence |
|
1. Establish professional relationship with the client |
1.1 Establish relationship within appropriate professional boundaries |
Clinic skills checklist |
Work place performance |
|
1.2 Build trust and respect through use of effective communication techniques |
Clinic skills checklist |
Work place performance |
|
|
1.3 Identify and respond to client special needs
|
Assessment Tasks
1. Observation Skills Checklist: Due: 7th November 2016
Each student will be required to complete a Skills Evidence Checklist which will be undertaken within the clinical setting of the RMIT Student Remedial Massage Clinic. During your clinic shift your supervisor will mark you off as either Satisfactory (S) or Not Yet Satisfactory (NYS) for the skills listed in the Skills Evidence Checklist on an on-going basis.
This observation skills checklist will be due on the 7th November 2016.
2. Case Studies Log: 7th November 2016
Each student will be required to complete a Case Studies Evidence Log. This written task will require you to document your responses to case studies encountered in a clinical setting. This task must be submitted via the Turnitin link under this subject’s folder on Blackboard.
Assessment Matrix
Course Overview: Access Course Overview