Course Title: Communicate and work in health or community services

Part B: Course Detail

Teaching Period: Term1 2024

Course Code: EMPL7091C

Course Title: Communicate and work in health or community services

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities.  

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.  

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.  

Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus  

  

Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.

School: 535T Social Care and Health

Campus: City Campus

Program: C5387 - Diploma of Dental Technology

Course Contact: Luke Scarica

Course Contact Phone: 03 9925 0312

Course Contact Email: luke.scarica@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 30

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

None

Course Description

This unit describes the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers.

This unit applies to a range of health and community service contexts where workers may communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCCOM005 Communicate and work in health or community services

Element:

1. Communicate effectively with people

Performance Criteria:

1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect

1.2 Communicate service information in a manner that is clear and easily understood

1.3 Confirm the person’s understanding

1.4 Listen to requests, clarify meaning and respond appropriately

1.5 Exchange information clearly in a timely manner and within confidentiality procedures

Element:

2. Collaborate with colleagues

Performance Criteria:

2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions

2.2 Identify lines of communication between organisation and other services

2.3 Use industry terminology correctly in verbal, written and digital communications

2.4 Follow communication protocols that apply to interactions with different people and lines of authority

Element:

3. Address constraints to communication

Performance Criteria:

3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures

3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques

3.3 Use communication skills to avoid, defuse and resolve conflict situations

Element:

4. Report problems to supervisor

Performance Criteria:

4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor

4.2 Refer any breach or non adherence to standard procedures or adverse event to appropriate people

4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities

4.4 Refer unresolved conflict situations to supervisor

Element:

5. Complete workplace correspondence and documentation

Performance Criteria:

5.1 Complete documentation according to legal requirement and organisation procedures

5.2 Read workplace documents relating to role and clarify understanding with supervisor

5.3 Complete written and electronic workplace documents to organisation standards

5.4 Follow organisation communication policies and procedures for using digital media

5.5 Use clear, accurate and objective language when documenting events

Element:

6. Contribute to continuous improvement

Performance Criteria:

6.1 Contribute to identifying and voicing improvements in work practices

6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirements

6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development

6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action

Learning Outcomes


On completion of this course, you will be able to:

  1. Communicate effectively with people 
  1. Collaborate with colleagues        
  1. Address constraints to communication        
  1. Report problems to supervisor 
  1. Complete workplace correspondence and documentation 
  1. Contribute to continuous improvement


Details of Learning Activities

Theory: Knowledge material required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role.

This includes knowledge of:

  • legal and ethical considerations in relation to communication:
  • privacy, confidentiality and disclosure
  • discrimination
  • duty of care
  • mandatory reporting
  • translation
  • informed consent
  • work role boundaries – responsibilities and limitations
  • child protection across all health and community services contexts, including duty of care when child is not the client, indicators of risk and adult disclosure
  • sources of information and the application of legal and ethical aspects of health and community services work
  • ethical decision making and conflicts of interest
  • principles of effective communication, including models, modes and types
  • communication techniques:
  • open ended questions, affirmations, reflections and summaries
  • difference between motivational interviewing and coercive approach
  • difference between collaboration and confrontation
  • influences on communication:
  • language
  • culture
  • religion
  • emotional state
  • disability
  • health
  • age
  • potential constraints to effective communication in health and community service contexts
  • health and community services industry terminology relating to role and service provision
  • importance of grammar, speed and pronunciation for verbal communication
  • when and how to use and recognise non-verbal communication
  • structure, function and interrelationships between different parts of the health and community service system
  • organisation structure and different models to support optimum client service:
  • principles underpinning person-centred service delivery
  • principles of rights-based service delivery
  • different roles and responsibilities of team
  • characteristics of multi-disciplinary teams and how they are used
  • relationships between different members of the health and community services workforces
  • role of support services
  • links and interrelationships with other services
  • funding environment
  • digital media and use in community services and health sector, including:
  • web
  • email
  • social media
  • podcast and videos
  • tablets and applications
  • newsletters and broadcasts
  • intranet

 

Practical: 

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

  • demonstrated effective communication skills in 3 different work situations
  • clarified workplace instructions and negotiated timeframes with 2 colleagues
  • responded appropriately to 3 different situations where communication constraints were present
  • completed 2 written or electronic workplace documents to organisation standards


Teaching Schedule

This unit is a self managed unit which must be done during your own time.

You will start your independent learning  at module one and work your way through each module. You will participate in all the quizzes and learning games along the way. There are videos to view and discussion forums to read. 

As you work you way through this unit you will gain the knowledge to answer the knowledge question assessment which is part of the requirements of this unit. AS part of the second assessment you will use studio to video your 3 interactions, please follow the requirements on the assessment tool. You will then reflect on each scenario following the reflection template.

You will need to complete:

Pre-Theory Mini Quiz (due 21/02/24)

Knowledge Assessment (due 30/05/24)

Practical Assessment (due 30/05/24)


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

You must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that you have:

  • demonstrated effective communication skills in 3 different work situations
  • clarified workplace instructions and negotiated timeframes with 2 colleagues
  • responded appropriately to 3 different situations where communication constraints were present
  • completed 2 written or electronic workplace documents to organisation standards

To be deemed competent you must demonstrate an understanding of all aspects required of the competency.   

Regular attendance is necessary. 

Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks and consist of theory and practical based tasks.


Assessment Tasks

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.

You should refer to the assessment brief which is available through Canvas for full assessment criteria.

Pre-Theory Mini Quiz must be completed on 21/02/2024

Assessment Task1: Knowledge Assessment

The Theory assessment will include short answer questions and diagrams as required.

Due Dates for F23A, F23B, F23C, F23D
30/05/2024

Assessment Task 2: Practical Assessment

During your practical assessment you will be required to Communicate and Work in Health and Community Services by reviewing 3 scenarios provided in Part 1, film and submit your roleplay with requested materials and answering reflection questions in Part 2.

Due Dates for F23A, F23B, F23C, F23D
30/05/2024

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 you do 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 tasks listed in this course guide address all the elements and criteria of the requirements of this course.

Other Information

Attendance: Your learning experience will involve class-based teaching, discussions, demonstrations and practical exercises. It is strongly advised 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.

 

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

 

Assessment: Information on assessment including Special Consideration, Adjustments to assessment, (e.g. applying for an extension of time):

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

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