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HLTOUT010 - Communicate in complex situations to support health care


This course provides you with 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 in a range of situations, using both verbal and non-verbal interactions.

Units Delivered

The following units will be included in your certificate:

HLTOUT010 - Communicate in complex situations to support health care

Course Delivery

This course can be delivered/assessed in the workplace or at facility organised by the training provider.

Course Durations

Course durations can vary for multiple reasons, so the durations below are the minimum possible amount.

Face-to-Face Face to Face contact time of at least 7 Hours
Online with face-to-face assessment Face to Face contact time of at least 2 Hours

An individual undertaking this course with Allens Training Pty Ltd will need to demonstrate the following to be eligible for entry:

  • Physical capability to be able to meet the demands of the practical demonstration skills
  • Literacy and numeracy skills to complete an Incident Report form

Online study options:  The online learning program can be found in the student portal. Students must have access to a computer, smart phone, tablet or other electronic device with access to the internet to complete the online studies and practical assessment.

Individuals undertaking this course will be expected to complete both written and practical assessment tasks.

This certificate does not require renewal

Please note that enrolment to this course is made with Allens Training Pty Ltd RTO 90909. Please refer to the student handbook located on the RTO website allenstraining.com.au (https://allenstraining.com.au/students/student-handbook) for all details relating to rights and responsibilities including complaints and appeals.

Assessments conducted during the face-to-face training session(s) include: 

Practical scenarios and performance tasks:  

  • Simulated Scenario - Communicate In a Complex Situation (1 – 4)
  1. Simulated Scenario - Aggressive Patient
  2. Simulated Scenario - Patient with Disabilities
  3. Simulated Scenario - Mental Health Concern
  4. Simulated Scenario - Upset Family Member

Documentation: Completion of an incident report form

Theory assessment: A written assessment consisting of short-answer and multiple-choice questions. 

Students are required to complete a self evaluation against the following core skills as part of the enrolment process. This will allow your trainer to understand any additional support that may be required during the course delivery and assessment.
Learning I can learn from experience and stay calm when talking to people who are upset, confused, or in need of support.
Reading I can read messages or information that help me understand someone’s health needs or emotional state.
Writing I can write clear notes about a person's condition or situation.
Oral Communication I can speak clearly, listen carefully, and adjust how I communicate depending on the situation and who I’m talking to.
Numeracy I can use basic numbers if needed, like telling time, recording steps, or tracking changes in someone’s condition.
This course is delivered and assessed on behalf of Allens Training Pty Ltd RTO 90909