Course Title: Communicate with clients and colleagues to support health care

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: OHTH5734C

Course Title: Communicate with clients and colleagues to support health care

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4356 - Certificate IV in Dental Assisting

Course Contact: Suzanne Dellas Fatone

Course Contact Phone: +61 3 9341 1406

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Dental Health Program Manager Mr. Mark Doherty
Office hours: Monday to Friday 8:30 to 5:00 pm.
Telephone: +61 3 9341 1407
Ms. Suzie Georgeivski
Office hours: Monday to Friday 8:30 to 5:00 pm.
Telephone: +61 3 9341 1408

Nominal Hours: 20

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

Not Applicable

Course Description

This unit covers the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry

This unit applies to work in a range of health settings where direct client contact is involved.
Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTAMBFC301D Communicate with clients and colleagues to support health care


1. Exercise effective communication technique


2. Convey and receive information using available modes of communication


3. Follow routine instructions


4. Communicate with clients


5. Complete reports as required


6. Present a positive image of the organisation to the publi

Learning Outcomes

1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes
1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs
1.3 Introduce oneself appropriately when required
1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client requirements
1.5 Ensure communication is clear and relevant to situation, context and activities undertaken
1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate
1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required
1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills
1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication

2.1 Use communication codes and equipment correctly
2.2 Acknowledge and/or clarify information received using active listening
2.3 Check to ensure information conveyed has been received and correctly understood

3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames
3.2 Seek clarification of work instructions when required to ensure understanding
3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes

4.1 Establish rapport through open, sensitive and confident manner
4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the overall needs of the client and situation as a whole
4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality demanded by the situation
4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures

5.1 Complete reports/records as required to the standard expected in the workplace
5.2 Ensure reports are clear and accurate and completed correctly within identified time frames

6.1 Conduct communication with the public in a courteous manner and respecting privacy
6.2 Ensure standards of personal presentation are appropriate to the organisation

Details of Learning Activities

A combination of Face to face and online learning activities will support student’s learning in this unit.

Face to face learning activities
· Facilitator led classroom based lecture and or workshop using PowerPoint Presentations
· Demonstration and classroom discussion
· Group discussions
· Written classroom tasks

Online weekly learning activities accessed on a via myRMIT Studies (BlackBoard)
· Echo 360
· Online quizzes
· Case scenarios using ’Blackboard Journal’
· Collaborate
· Discussion forums

Teaching Schedule

Phase 3:

Week 1 (Face to Face): Monday 22 March 2015 (9 am -  11 am) 
                                  Tuesday 23 March 2015 (2pm - 5pm)

Online Weekly Activities
Week 2: Monday 29 March 2015
Week 3: Monday  4  April 2015

Learning Resources

Prescribed Texts


Other Resources

Students will be expected to utilise a range of recent and appropriate library, electronic, text and other resources.
Students will be provided with resources and tools for learning in this course through myRMIT Studies (BlackBoard).

RMIT provides all students with an extension range of online and campus based study support services ranging from:

Overview of Assessment

Assessment comprises of the following:

  • Written report based on case scenario
  • Third Party Evidence

Assessment Tasks

To achieve a grade of CA (Competency achieved) for the unit HLTAMBFC301D Communicate with clients and
colleagues to support health care, you are required to attend classes and assessments and obtain a pass result for all the
following theoretical and practical assessments that are used to measure elements, performance criteria,
essential knowledge and essential skills as outlined in the health training package.

Assessment task:

  • Written report based on a case study
  • Third Party Evidence

Direct credit transfer and RPL:
Direct credit transfer is available to students who have already completed the same or similar courses.
Recognition of prior learning is available to students who have relevant prior skills or experience.
Please refer to;ID=8u7jborsx9dy (unresolved)

Work submitted for assessment:
Assessments that require work to be submitted must be handed in by the due date designated
by the unit teacher. Details of the due date for each assessment item are included in the unit Assessment
overview. Students are expected to prepare all assignments and other written work in a professional manner.
More information on general academic study and writing skills can be found on the “Learning Lab” . All work submitted for assessment must be submitted electronically
unless directed by the unit teacher.

Harvard style is used for all referencing and for bibliography. Care must be taken to reference all work correctly
and to avoid plagiarism. Be sure not to plagiarise unintentionally. Students must keep a copy of all submitted
assessments including electronic copies.

Failure to complete any of the above listed tasks/assessments will result in an NYC (Not yet competent) or DNS
(Did not submit) for the unit HLTAMBFC301D Communicate with clients and colleagues to support health care.  A NYC or DNS
result will be entered in the student record. This will result in non-completion of this unit of competence and
re-enrolment will be required incurring fees and a return to class work and completion of any relevant assessments
at the time of the re-enrolment.

Assessment Matrix

Other Information

Students are required to support the learning outcomes for Unit HLTAMBFC301D Communicate with clients and colleagues
to support health carewith work based experience and further self-managed research to support positive outcomes in this Unit.

RMIT University requires that you present only YOUR work for assessment. Plagiarism is a form of cheating.
It is the presentation of the work or idea of another person without appropriate referencing,
as though it is your own. Plagiarism is NOT acceptable. Penalties can include charges of academic misconduct,
cancellation of results and exclusion from your course.
Please note: It is also a disciplinary offence to allow your work to be plagiarised by another student. When signing the
coversheet (electronic or paper based), you are declaring that the work is not plagiarised.

Special consideration
Please note: Students may apply for Special Consideration as per the information via the RMIT website;ID=b1wqvnwk8aui (unresolved)  if they believe complete assessment for this unit by the
submission date has been affected by factors beyond their control. Special consideration must be lodged prior
to or within 48 hours of the scheduled assessment time or assessment submission date.
The application for Special Consideration is NOT granted automatically on application.

Special consideration online application - RMIT University:

RMIT assessment policies - RMIT University:  

Failure to complete any of the above listed tasks/assessments will result in NYC - Not Yet Competent result for unit
HLTAMBFC301D Communicate with clients and colleagues to support health care. This will result in non-completion of the unit requiring
re-enrolment incurring fees, return to class work and completion of any relevant assessments at the time of the re-enrolment.

The assessment result is final and a second opportunity for re-assessment will be NOT be provided unless the student has applied
for and been granted Special Consideration as per RMIT Assessment Policy;ID=od0oagg9uc111 (unresolved)  

Assessment Appeal Process
The Appeals Against Assessment policy and procedure applies to all coursework programs in all careers. The appeal process is
staged and students are required to follow each stage in order to ensure their full entitlement to
appeal, this is available on;ID=nwjxaifdrgle (unresolved)

Course Overview: Access Course Overview