Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term2 2021

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: Laura Yeomans

Course Contact Phone: +61 3 9925 4289

Course Contact Email: laura.yeomans@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Kesh Bassi

kesh.bassi@rmit.edu.au

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

There are no pre-requisites for this course.

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

Establish and Manage Client Relationships will be delivered as weekly sessions through webinars and face to face classes. The legal and ethical implications and importance of communication styles and  techniques will be explored through theory and practical demonstrations.


Teaching Schedule

Establish and Manage Client Relations

Week

Class Topics

9

Introduction to course - webinar

Legal and ethical implications around managing client relationships

10

Modes of communication - webinar

Identifying learning styles

11

Public holiday

12

Communication barriers and conflict management - webinar

13

Motivational interviewing and techniques - webinar

14

Building rapport, transference, and countertransference - webinar

15

Role play and observations – on campus

16

Assessment feedback and observations – on campus


Learning Resources

Prescribed Texts


References

RMIT Clinic ManualMassage and Myotherapy Association Australia Code of Ethics, Standards and National Code of Conduct Privacy Act (1988)


Other Resources

RMIT Clinic Manual

Massage and Myotherapy Association Australia Code of Ethics, Standards and National Code of Conduct

Privacy Act (1988)


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 - Clinic Observation skills 

 


Assessment Tasks

Assessment Task 1 - Clinic Observation

Summary and Purpose of Assessment

This assessment has been designed to assess the student’s skills and knowledge in establishing and managing one-to-one relationships, including responding to difficult or challenging behaviour with three (3) separate clients on three (3) occasions. This assessment will be conducted while you are working with clients in clinic.

Assessment Instructions

The student is required to;

establish a relationship with the client

work collaboratively with the client

support the client during service provision

manage difficult or challenging behaviour/s

respond to inquiries

practise within legal, regulatory and ethical guidelines

These observations will be documented in the Practical Assessment Task template.


Assessment Task 2 - Case Studies, Knowledge and Skills

Summary and Purpose of Assessment

This Assessment will assess the student’s knowledge and skills to establish and manage client relationships and deal with difficult situations

Assessment Instructions

What

Part 1: Knowledge questions

oWritten questions

Part 2: Role paly - this is to be enacted and recorded

oRead through the scenario and enact the role of a practitioner, refer to Appendix 1 for details

oNote; Evidence of this activity must be provided via a digital platform i.e. it can be recorded by video and uploaded to Canvas


Assessment Matrix

Other Information

Important information regarding Assessment Tasks:

 

You are permitted to have a maximum of 2 resubmissions for this course. However each individual assessment may only be resubmitted once. 

Resubmissions are not automatic and will only be approved at the discretion of the Program Coordinator, after consultation with the teacher.

All students will be contacted with 7 days by their course coordinator in regards to  resubmission completion dates.

   

Please note an opportunity to repeat clinical placement is not guaranteed and will be at the discretion of the Clinical Coordinator/Program Manager.


EXTENSION OR SPECIAL CONSIDERATION

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 5 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.

Where an extension of greater than seven days is needed, you must apply for SPECIAL CONSIDERATION. 

If you require further information please contact your teacher or Program Coordinator.


Academic Integrity and Plagiarism

RMIT has a strict policy on plagiarism and academic integrity. Please refer to 

https://www.rmit.edu.au/students/student-essentials/rights-and-responsibilities/academic-integrity

Course Overview: Access Course Overview