Course Title: Establish and manage client relationships

Part B: Course Detail

Teaching Period: Term1 2025

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

Teacher: Nicola Guy

Email: 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

In this course we will use a variety of learning activities to assist with understanding the content: 

  • class exercises to review discussions/lectures
  • analysis/critique of relevant reading material
  • group projects
  • peer learning
  • class presentations
  • group discussion
  • ‘workshopping’ of student projects including peer/lecturer feedback

 


Teaching Schedule

Note: While all course content in this schedule will be covered, the weekly order may change depending on class needs and availability of speakers and resources.

WEEK TOPICS ASSESSMENT
12

Introduction to Unit

Unit Assessments

Introduction to Client Relationships and Professional Boundaries

  • Importance of client relationships in remedial massage.
  • Defining professional boundaries.
  • Ethical considerations.
  
13

Effective Communication Techniques (Part 1): 

  • Active Listening, Empathy, and Non-Verbal Communication.

Effective Communication Techniques (Part 2):

  • Questioning, Clarifying, and Motivational Interviewing.
  • - including Legal & Ethical considerations
  
14

Addressing Barriers to Communication:

  • Cultural Considerations and Responding to Difficult Situations
  • Managing Client Interactions and Professional Integrity
  • Providing Effective Responses to Client Enquiry
  • including Legal & Ethical considerations
  
15

In class ONLINE: AT1 Assessment: Knowledge Quiz (90min)

In class: AT2 Assessment Client Interaction (revision)

 Due Tuesday 27th May 2025: Assessment AT1: Knowledge Quiz  
16

In class: AT2 Assessment Client Interaction 

  
17

In class: AT1 Assessment: Knowledge Quiz  (re-sit if required)

In class: AT2 Assessment Client Interaction

  
18 In class: AT2 Assessment Client Interaction Due Wednesday 18th June 2025: Assessment AT2: all three client interactions and self-reflections


Learning Resources

Prescribed Texts


References


Other Resources

To assist your course learning, RMIT will provide

For in-class learning, students will need to provide: 

  • laptop or tablet and charger or pen and paper
  • ability to access the Wi Fi and internet
  • ability to access to the course Canvas Learning Management System (LMS)

For completion of assessments, students will need to provide: 

  • laptop or tablet and charger
  • ability to access the Wi Fi and internet
  • ability to access to the course Canvas Learning Management System (LMS)
  • blue or black pen
  • RMIT Student Clinic Uniform (RMIT logo black polo, black work pants (no active wear, trackpants, jeans, skirts), black work shoes (no runners), black socks

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

 


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 for this course is ongoing throughout the semester. Your knowledge and understanding of course content is assessed through participation in class exercises, oral/written presentations and through the application of learned skills and insights. Full assessment briefs will be provided and can be found on CANVAS.

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: Three Practical Observations and written self-reflections. Due date: Wednesday 18th June 2025
    • To complete this assessment task, students will be observed on three occasions establishing and managing client interactions and behaviours. They will then write a self-reflection piece for each scenario.
    • Assessor feedback will be written on the Canvas Shell Assessment Comments within ten (10) working days from the assessment due date.
    • Assessment marking criteria can be found in the student assessment tool.
  • Assessment Task 2: Online Knowledge Quiz questions. Due date: Tuesday 27th May 2025
    • Assessment is conducted online, in timetabled class time.
    • Assessor feedback will be written on the Canvas Shell Assessment Comments within ten (10) working days from the assessment due date.
    • Assessment marking criteria can be found in the student assessment tool.

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 third (3rd) attempt can only be offered after discussions between teacher and the Program Coordinator and is not automatic. Resubmissions beyond two (2) attempts 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 3rd attempt consideration 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

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:

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