This course provides the knowledge and skills to address significant challenges in the context of providing a health care service. You will learn how to communicate with patients, colleagues, health providers and ambulance service callers in a range of situations, using both verbal and non-verbal interactions.

This unit is ideal for healthcare workers who need to manage communication in difficult or fast-paced environments, ensuring effective patient care and team coordination.

It is also crucial for healthcare professionals such as paramedics, nurses, and support staff who need to manage communication in high-pressure or sensitive situations, ensuring clear, compassionate, and effective interactions with patients, families, and colleagues.

Throughout the course, participants will learn how to communicate appropriately in complex or emotionally charged situations, such as emergencies, critical care scenarios, or when discussing sensitive health information.

The training covers

• communication strategies for dealing with patients from diverse backgrounds,
• managing conflict, and
• providing clear instructions or information in stressful environments.

Participants will also develop skills in

• non-verbal communication,
• active listening, and
• adapting communication styles to meet the needs of different individuals and contexts.

Upon completing HLTOUT010, participants will be able to communicate confidently and effectively in complex healthcare situations, ensuring clear information exchange and providing emotional support when needed. This training is essential for promoting patient safety, improving healthcare outcomes, and maintaining professional standards in challenging situations.

Assessment Requirements

Practical assessment

Students are required to upload four (4) videos of themselves briefly explaining how they would respond to the scenarios provided.

• Simulated Scenario 1 - Aggressive Patient
• Simulated Scenario 2 - Patient with Disabilities
• Simulated Scenario 3 - Mental Health Concern
• Simulated Scenario 4 - Upset Family Member

To complete the practical assessment, you will require the resources and equipment to  complete the practical tasks following clear instructions and assessment guidelines. Typically you would video yourself using your smart phone (or be recorded by a second person) undertaking the four (4) simulated scenario practical assessment tasks and upload the four (4) videos. Videos must be of good quality and clearly demonstrate the tasks being undertaken. A qualified assessor will view the video recordings against the benchmark criteria and mark the uploaded practical assessment videos. All assessment criteria must be met to achieve competency.

Documentation

• Complete one (1) incident report form

Theory assessment

Assessment consists of multiple choice and short answer questions. You must complete all assessment questions.