Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term1 2024

Course Code: EMPL7093C

Course Title: Establish and manage client relationships

School: 535T Social Care and Health

Campus: City Campus

Program: C5426 - Diploma of Remedial Massage

Course Contact: Toby Glennon

Course Contact Phone: +61 3 9925 0320

Course Contact Email: toby.glennon@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nicola Guy

nicola.guy@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 unit

Course Description

This unit describes the skills and knowledge to establish and manage professional one-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.

 

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM006 Establish and manage client relationships

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


Please refer to the Elements of Competency above


Details of Learning Activities

The Learning Activities are designed to equip students with the essential skills required to establish and maintain effective relationships with clients in a therapeutic setting. This unit emphasizes the importance of communication, professionalism, and client-centered care in the field of remedial massage.

Activities will be focused on skills that can transfer into Professional Practice. 

  • Theory presentations
  • Workshopping case studies and using branching scenario's to determine an outcome 
  • Role Plays
  • Quizzes
  • Watching videos and discussing skills, communication, outcomes
  • application of skills and techniques into Student Clinic
  • Group discussions
  • Reading


Teaching Schedule

WEEK TOPIC
8

Unit Introduction and Expectations

Unit Assessments

Topic:

  • Legal and Ethical implications around managing client relationships
9

Topics:

  • Modes of communication
  • Provide effective responses to client enquiries
10

Topics: 

  • Conflict management 
  • Communication barriers
11

Topics: 

  • Motivational interviewing 
  • Motivational interviewing techniques
12

Topics: 

  • Building rapport, transference and Counter transference
  • Managing emotions
  • Barriers and Influences
13

In class: due same day

  • Assessment Task 2 - Part 1: Knowledge quiz 
  • Assessment Task 2 - Part 2: Role Play
14

Conducted In Student Clinic: due final clinic for the Semester

  • Assessment Task 1 - Clinic observation skills x3 occasions

Conducted in class: due same day

  • Assessment Task 2 - Part 1: Knowledge quiz 
  • Assessment Task 2 - Part 2: Role Play

 

 


Learning Resources

Prescribed Texts


References


Other Resources

The University Library has extensive resources and provides subject specialist expertise, research advice, help with referencing and support through:  

The Learning Lab  
https://www.rmit.edu.au/students/study-support/learning-lab  

The Study Support Hub   
https://www.rmit.edu.au/students/study-support/study-support-hub  

English for uni workshops  
https://www.rmit.edu.au/students/study-support/workshops/english-uni-workshops  

 Computers and study spaces

https://www.rmit.edu.au/library/about-and-contacts/computers-and-study-spaces

 


Overview of Assessment

Assessments may include any of the below :

  • Case studies
  • Quizzes
  • Knowledge assessment
  • Portfolio assessment
  • Role play
  • Clinical logbook 
  • Practical assessments


Assessment Tasks

Assessment Task 1 - Clinic observation skills x three (3). 

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. Supervisor feedback will be provided on the day, written directly on to the Assessment Tool which is also the Assessment Marking Criteria. 

Assessment Task 2 - Case studies and Role Play (Two part assessment)

This assessment task allows you to demonstrate your knowledge required to Establish and Manage client Relationships. This Assessment task will assess your knowledge and skills to establish and manage client relationships and deal with difficult situations in the context of an Allied Health Clinic.

  • Part 1 - Knowledge questions based on case studies. Feedback provided on the day via Canvas LMS. Assessment marking criteria is determined by correctly answering each question. 
  • Part 2 - Role Play: manage a difficult situation in a simulated clinic scenario, demonstrating effective communication skills. The interaction is to be filmed and uploaded to canvas.  Feedback is provided verbally on the day and or written against the Assessment tool observation checklist. 

 

Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed as Competent means you have consistently demonstrated the required knowledge and skills at a standard expected in the workplace.  

To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory standard. You will receive feedback from the teacher at the conclusion of each assessment task.  

Every task must be completed satisfactorily for competence to be achieved. Unless otherwise advised you must submit all work via the RMIT issued assessment tool which is located in Canvas for you to populate. 

Resubmissions are at the discretion of the teacher and/or coordinator. Please see below statement under Resubmission 

 
You should refer to the assessment brief which is available through Canvas for full assessment criteria and due dates 

  • Assessment Task 1 - Clinic observation skills x three (3). Due week 14
  • Assessment Task 2 - Case studies and Role Play (Two part assessment): Due week 13 and week 14
 

  

Results that apply to courses that are delivered and assessed in accordance with competency-based assessment are:  

  • CA: Competency Achieved 
  • NYC: Not Yet Competent 
  • DNS: Did not Submit for Assessment  

 

Resubmissions

 You will be given two (2) attempts for each assessment to demonstrate the required skills. If a student does not submit an assessment on the first date provided however submits on the resubmission date this submission will be the only attempt allowed. 

A supplementary assessment can only be offered after discussions between teacher and the Program Coordinator and is not automatic.  Supplementary assessments are at the discretion of the Program Coordinator and Program Manager after a conversation is had by the teacher, Program Coordinator and Program Manager. A supplementary assessment will take into account class attendance (80-100% requirement), interaction within class and communication with the class teacher. 


Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant unit of competency. These mapping documents are available through Program Administration if required. 

Other Information

Role Play assessment:

You must provide either a phone or a tablet that has the ability to record visuals and audio. 

 

Attendance: 

Your learning experience will involve class-based teaching, discussion, demonstration and practical exercises.   

It is strongly advised and expected that you attend all timetabled sessions. This will allow you to engage in the required learning activities, ensuring you the maximum opportunity to complete this course successfully.  

If you attend late to a lab/clinic/practical teaching session you must wait to be allowed entrance to the lab/clinic as this can pose a WHS issue, especially if specialised equipment is being used and demonstrated. Teachers are permitted to not allow you to use equipment if formal training has been missed, if this happens you must request a meeting with the teacher and program coordinator to discuss moving forward. 

If you miss an assessment or assessable practical class you need to apply for special consideration. The special consideration department will ask you to provide a medical certificate or give other evidence to support your request. Once Special consideration has been applied for the students will wait for the results and then contact their teacher on the outcome of the result 

 

Information about your studies:  

You can access My Studies through the RMIT website for information about timetables, important dates, assessment dates, results and progress, Canvas etc.   https://www.rmit.edu.au/students  

  

Extensions of time for submission of assessable work: 

If you are prevented from submitting an assessment on time by circumstances outside your control you may apply for an extension of up to seven (7) calendar days in writing (email) to your teacher and Program Coordinator one working day BEFORE the due date. Please provide evidence  and /or valid reasonings why you were unable to complete the submission on time within this email. Extensions cannot be guaranteed if evidence or valid reasons are not given. Eligibility criteria for application and the form is available from the link: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work 

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

 

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.), 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. 

 

Academic Integrity and Plagiarism:   

RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy.  

https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/academic-integrity  

  

Credit Transfer and Recognition of Prior Learning:   

Credit transfer is the recognition of previously completed formal learning (an officially accredited qualification).  

Recognition of Prior Learning (RPL) is an assessment process that allows you to demonstrate competence using the skills you have gained through experience in the workplace, voluntary work, informal or formal training or other life experiences.    

Please speak to your teacher if you wish to discuss applying for Credit Transfer or RPL for the unit(s) of competency addressed in this course.  

https://www.rmit.edu.au/students/student-essentials/enrolment/apply-for-credit  

Course Overview: Access Course Overview