Course Title: Establish and manage client relationships
Part B: Course Detail
Teaching Period: Term1 2019
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
Laura Yeomans
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
This class will be a webinar /online interactive course.
Students will log in via the emailed link to attend via online.
The webinar will commence with a review of the last weeks learning materials, Q & A session to reflect upon previous learning. The course slides will be reviewed and assessment knowledge will be outlined in each webinar class.
Students will be asked to review each classes slides prior to the webinar delivery so conversation and reflective learning can be facilitated.
Teaching Schedule
Establish and Reflect 2019 | ||||
|
Session |
Date |
|
|
Activities/Assessments |
1 |
12/03/19 |
Legal and ethical implications around managing client relationships |
|
|
2 |
19/03/19 |
Identifying learning styles |
AT1 Case studies, students to commence |
|
3 |
26/3/19 |
Modes of communication |
|
|
4 |
02/04/19 |
Motivational interviewing and techniques |
AT2 Development plan students to commence |
|
5 |
09/04/19 |
Communication barriers and conflict |
AT3to begin in Clinic |
|
6 |
16/04/19 |
Building rapport and SOAP notes |
|
|
7 |
23/04/19 |
|
|
|
8 |
30/04/19 |
Develop priorities and SMART goals |
AT1,AT2 & At3 due to be submitted to Canvas |
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.
Assessment Task 1 - Case Studies
Assessment Task 2 - Personal Development plan
Assessment Task 3 - Clinic Observation skills
Assessment Tasks
Assessment 1 - Due 30/04/19 - You have been given 3 (three) different case studies designed to capture how you manage client relationships during your time in the RMIT student clinic. For each case study, students must formulate and submit a written response (150–200 words per case study), discussing how they would best address each case scenario
Assessment 2 -Due 30/04/19 This is a reflective journal over a 4 week period you will need to follow the 5 points below to capture your data
1) Identify a personal or professional challenge or professional development for a specified duration
2)Develop a schedule/timetable of activities and indicate when you will reflect on your progress to meet the
challenge.
3)List the blockers to completing the challenge
4)Identify the personal and professional support network(s) required to support the success of the challenge
5)Provide an evaluation checklist or journal to allow monitoring of progress
Assessment 3 - 30/04/19
This checklist will allow you to collect evidence of satisfactory participation in clinics.
Ensure everything on the checklist has been completed during each clinic to get your satisfactory result. This is a continual assessment (All clinics must be attended to achieve a satisfactory result). The records will be filed by your teacher/supervisor.
At the end of semester scan the checklist and upload it to Canvas.
Assessment Matrix
Course Overview: Access Course Overview