Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term1 2018

Course Code: EMPL7093C

Course Title: Establish and manage client relationships

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

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

Jeremy Sager

jeremy.sager@rmit.edu.au

9925 4294

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 co-delivered with EMPL7094C Reflect and Improve on professional practice.

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:

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:

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

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


Please refer to the Elements of Competency.


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   (- Co delivered with Reflect & Improve Own Professional Practice)
SESSIONDATECLASS ACTIVITIES
16/03/18Legal and ethical implications around managing client relationships 
213/03/18Identifying learning styles
320/03/18Modes of communication 
427/03/18Motivational interviewing and techniques
  EASTER
510/04/18Communication barriers and confluict
617/04/18Building rapport and SOAP notes
724/04/18Develop priorities and SMART goals


Learning Resources

Prescribed Texts


References


Other Resources

http://www.rmit.edu.au/library

Learning Resources on Blackboard


Overview of Assessment

Assessments:

1. Case Studies 

2. Personal Development plan

3. Clinic Manual


Assessment Tasks

 

 

 

Assessment TasksNameDue Date
AT1Case Study assessment27/04/18
AT2Personal Development Plan4/05/18
AT3Clinic Observation Checklist1/06/18

 

 


Assessment Matrix

Assessment MatrixName
AT1 - 3x case studies will be provided in the Canvas course. Students will be required to submit completed work into the Canvas course
AT2 -Each student will be required to develop a personal development plan including goals, timeframes and ways to measure progress
AT3 -Clinic Observation skills  checklist to be completed during clinic shifts

 

Other Information

This unit is co-delivered with CHCPRP003 / EMPL7094C Reflect on and improve own professional practice

 

Course Overview: Access Course Overview