Course Title: Establish and manage client relationships
Part B: Course Detail
Teaching Period: Term2 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
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
There will be pre and post class readings and or activities to undertake.
The on-campus, face-to-face classes will be conducted in a theoretical and discussion format with activities that can be applied to real scenarios relevant to Clinic setting in the Health Industry.
Teaching Schedule
| WEEK | DATE | TOPIC | ASSESSMENT |
| 8 |
Tuesday PM 10.09.2024 |
Conducted On Campus Unit Introduction & Expectations Unit Assessments Topics:
|
|
| 9 | 17.09.2024 |
Conducted On Campus
|
|
| 10 | 24.09.2024 |
Conducted On Campus
|
Assessment 1: Clinic Observation #1 |
| 11 | 01.10.2024 |
Conducted On Campus
|
Assessment 1: Clinic Observation #2 |
| 12 | 08.10.2024 |
Conducted On Campus
|
Assessment 1: Clinic Observation #3 Assessment 1: Clinic Observation-resits if required |
| 13 | 15.10.2024 |
Conducted On Campus
|
Assessment 2: Part 1: Online, in class - Knowledge Quiz Assessment 2: Part 2: Role Play (must be filmed) |
| 14 | 22.10.2024 |
Conducted On Campus
|
Assessment 2: Part 1: Online, in class - Knowledge Quiz (resits if required) Assessment 2: Part 2: Role Play (must be filmed) |
Learning Resources
Prescribed Texts
References
Other Resources
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: Three Clinic Observations conducted in simulated clinic setting: Conducted on-campus, in class time. Designed to assess the student's skills and knowledge in establishing and managing one-to-one relationships, including responding to difficult or challenging behavior with three (3) separate clients on three (3) occasions.
Assessment Task 2: Part 1 - Online Knowledge Quiz questions. Conducted in class time. A combination of true/false, multiple choice and written response to case studies.
Assessment Task 2: Part 2 - Role Play. Conducted on-campus, observed by Assessor and filmed
Assessment Matrix
Other Information
Assessment Task 1: You must wear your student clinic uniform
Assessment Task 2: Part 1: Laptop, connection to internet and wifi required
Assessment Task 2 Part 2: You must wear your student clinic uniform and provide a resource that can record voice and video.
Course Overview: Access Course Overview