Appendix H: Subject/Module outline for each subject in the program
Subject/Module Title:
# 3 Interpersonal Skills
Subject Length:
22
(hours)
Subject Description (Suitable for School Calendar):
Understanding the messages of others and expressing oneself so as to be understood by others is central to the Personal Support
Worker’s/Personal Attendant’s ability to function. Using these skills to develop and enhance a positive/supportive relationship is
central to the PSW’s/PA’s ability to function well. This module introduces students to the importance of communication and
interpersonal skills essential to establishing and maintaining effective relationships with consumers/clients. The components of
messages, the ways in which they are given, and factors affecting communication are discussed. Problem solving and conflict
resolution skills will be presented. Students will be provided with opportunity to practice these skills. Use of written materials,
including documentation, will be covered.
Textbooks/Manuals:
Mosby’s Canadian Textbook for the Support Worker - 2nd edition, 2009, Sorrentino, Wilk & Newmaster
Internet based Resources and Instructor Handouts
Method of Evaluation (e.g., graded homework, quizzes, projects, final examination, et cetera; the type, number, and % value of each)
Type
Number
% Value
Tests
1
100
Type
Number
% Value
Type
Number
Teaching Method (indicate number of hours on line after item):
Lecture
Supervised Practical (e.g., clinic)
15
7
Computer Based Learning
Supervised Lab (e.g., computers)
Seminar
Distance Education
Location:
Classroom/Lab (School)
Classroom/Lab (Off-campus)
Does the subject require a final examination or a formal evaluation?
Yes
No
If “yes”, indicate the pass mark ►___70_%_____
Practicum (Off-campus)
% Value
Appendix H – Knowledge and Skill OBJECTIVES
PSW Module # 3 Interpersonal Skills (22 hours)
* Excerpted from the Personal Support Worker Training: Outcomes and Module Outlines (with alterations by NACC) documents produced by the Ontario
Ministry of Health and Long Term Care and published by the Ontario Community Support Association (OCSA)
Knowledge (The key elements that a student is expected to know upon completion of subject)
Core Competency - 14. Establish and Maintain Supportive Relationships
1. Know the concept of interpersonal skills; know how these skills contribute to maintaining the relationship between the worker
and the consumer/client.
2. Know why/how to demonstrate empathy, respect, encouragement and clarity in communication.
3. Know one’s own barriers to communication and know why/how to take steps to minimize the effect of these barriers.
4. Know one’s own non-verbal communication and how it may be interpreted by the consumer/client.
5. Know why/how to recognize and respect ways in which a consumer’s/client’s culture influences communication, to adapt
communication style to be effective, and to seek support as required.
6. Know why/how to use communication techniques such as id’ing client’s perspective, responding to non-verbal
communication, active listening, clarifying/giving clear feedback to attain clear comm.
7. Know why/how to adapt their style of communication (method, pace, phrasing) required to facilitate understanding.
8. Know the possible effects on communication related to common vision, hearing, speech and language problems; know
why/how to adapt communication to minimize these effects.
9. Know why/how to use communication aids (sign boards, picture boards, communication cards, etc.) and appropriate
techniques to facilitate communication.
10. Know why/how to encourage any efforts by the consumer/client to communicate.
11. Know the importance of family and friends to the consumer/client and how to use appropriate communication skills
12. Know basic prob-solving techs w/in the context of worker & consumer/client relationship; know why/how to use agency
policies/ procedures/ legislation as resources, and to apply to situations as req.
PSW Module # 3 Interpersonal Skills (22 hours) continued
13. Know how to recognize issues/problems; know processes available to resolve, including discussion w appropriate persons
(consumer/client, supervisor, co-worker); know how to take steps to resolve.
14. Know basic strategies for preventing and managing angry episodes.
15. Know that the relationship as mutually beneficial.
Core Competency - 13. Communicate in Either English or French
1. Know how to read/understand written materials including agency policies/procedures, emplymnt agreements, job dscrptns,
memos, referrals, consumer reqs, care/supp plans, daily/ incident, shopping lists.
2. Know how to clearly communicate information to consumer/client, caregiver, supervisor and other support workers in oral and
written form.
3. Know how to clearly document information using appropriate terminology, as legislation and employer require.
4. Know the areas of concern and ask for clarification as required.
5. Know how to proof read written materials for accuracy in spelling, grammar, punctuation and sentence structure.
6. Know how to accurately cite source material used in assignments and presentations both orally and in written form.
7. Know how to proof read numerical entries for accuracy, verify mathematical operations for correctness and make corrections
as necessary.
Core Competency – 21. Understand Anatomy and Physiology
1. Know the human body structures and functions.
2. Know the human musculoskeletal system including the names and locations of major bones, joints and muscles.
PSW Module # 3 Interpersonal Skills (22 hours) continued
Skill (the key behaviours that a student is expected to be able to perform upon completion of
subject)
Core Competency - 14. Establish and Maintain Supportive Relationships
1. Describe the concept of interpersonal skills; identify how these skills contribute to maintaining the relationship between the
worker and the consumer/client.
2. Demonstrate empathy, respect, encouragement and clarity in communication.
3. Identify own barriers to communication and explain why/how to take steps to minimize the effect of these barriers.
4. Identify own non-verbal communication and explain how it may be interpreted by the consumer/client.
5. Explain why/how to recognize and respect ways in which a consumer’s/client’s culture influences communication, to adapt
communication style to be effective, and to seek support as required.
6. Describe how to use communication techniques such as id’ing client’s perspective, responding to non-verbal communication,
active listening, clarifying/giving clear feedback to attain clear comm.
7. Explain why/how to adapt their style of communication (method, pace, phrasing) required to facilitate understanding.
8. Identify possible effects on communication related to common vision, hearing, speech and language problems; explain how to
adapt communication to minimize these effects.
9. Explain why/how to use communication aids (sign boards, picture boards, communication cards, etc.) and appropriate
techniques to facilitate communication.
10. Explain why/how to encourage any efforts by the consumer/client to communicate.
11. Describe the importance of family and friends to the consumer/client and how to use appropriate communication skills
12. Id basic prob-solving techniques w/in the context of the worker & consumer/client relationship; explain how to use agency
policies/procedures/legislation as resources, & to apply to situations as req.
PSW Module # 3 Interpersonal Skills (22 hours) continued
13. Explain how to recognize issues/probs; identify processes available to resolve, including discussion w appropriate ppl
(consumer/client, supervisor, co-worker); describe how to take steps to resolve.
14. Identify and demonstrate basic strategies for preventing and managing angry episodes.
15. Identify that the relationship as mutually beneficial.
Core Competency - 13. Communicate in Either English or French
1. Be able to read/understand written materials including agency policies/procedures, emplymnt agreements, job dscrptns,
memos, referrals, consumer reqs, care/supp plans, daily/ incident, shopping lists.
2. Be able to clearly communicate information to consumer/client, caregiver, supervisor and other support workers in oral and
written form.
3. Be able to clearly document information using appropriate terminology, as legislation and employer require.
4. Identify areas of concern and ask for clarification as required.
5. Be able to proof read written materials for accuracy in spelling, grammar, punctuation and sentence structure.
6. Be able to accurately cite source material used in assignments and presentations both orally and in written form.
7. Be able to proof read numerical entries for accuracy, verify mathematical operations for correctness and make corrections as
necessary.
Core Competency – 21. Understand Anatomy and Physiology
1. Identify human body structures and functions.
2. Identify the human musculoskeletal system including the names and locations of major bones, joints and muscles.
Appendix H - SUBJECT/MODULE OUTLINE
Time
Main Topic
Sub-Topics
PSW Module # 3 Interpersonal Skills (22 hours)
Relative
Value in %
22 Hours
0.5 hour
1.
Terminology
(a) Review/discuss the following terms:
• acute illness/chronic illness/terminal illness, case-management, health team, hospice,
nursing team, patient-focused care, holistic care, accountable, assault/battery, civil
law/criminal law, ethics/jurisprudence, defamation, delegate, fraud, invasion of privacy,
law/standard of practice, malpractice/misconduct, preceptor, responsibility, slander, task,
confidentiality, courtesy, harassment, assessment, chart, communication, conflict,
evaluation, goal, implementation, Kardex, assessment/diagnosis, medical record, MDS,
intervention, nursing process, objective/subjective data, signs and symptoms, triggers
2%
1 hour
2.
Medical Abbreviations
• related to Time
• related to Diagnostic Terms and Body parts
• related to Treatment
4%
2 hours
3.
Medical Terminology
(a) Word parts (roots, suffixes, prefixes)
(b) Formation of medical words
(c) Commonly used roots, suffixes, prefixes
(d) Pronunciation
9%
0.5 hour
4.
24 Hour Clock
(a) Read/Record Time Using a 24 hour Clock
(b) Time Conversions
• conventional time to 24 hour time
2%
Appendix H - SUBJECT/MODULE OUTLINE
Time
3 hours
Main Topic
Sub-Topics
5.
PSW Module # 3 Interpersonal Skills (22 hours)
Communication with the Health Care Team
(a) Basic Rules of Reporting
• avoid words with more than one meaning
• use familiar words
• brief and concise
• logical and orderly
• factual and specific
• use correct spelling, grammar and sentence structure
• objective (signs) vs. subjective (symptoms) reporting
• verification of number entries
(b) The Medical Record (chart)
• definition
• parts (history, physical examination results, Doctor’s orders, progress notes, graphic
sheet, lab/diagnostic reports, special consents, admission sheet, flow sheets, other related
reports
(c) Kardex
• purpose and definition
• nursing care plans
(d) Nursing Process
• assessment, nursing diagnosis, planning, implementation, evaluation
(e) Rules for Recording
• how, what, where, when
(f) Computer Information Systems
• advantages/disadvantages
• rules to protect client/resident privacy when using a computer
(g) Telephone Communications
• guidelines for answering the telephone
Relative
Value in %
14 %
Appendix H - SUBJECT/MODULE OUTLINE
Time
6 hours
Main Topic
Sub-Topics
6.
PSW Module # 3 Interpersonal Skills (22 hours)
Effective Communication Skills
(a) Reasons why Effective Communication is Important
• to read and understand job specific materials
• for concise and coherent expression of ideas in oral and written form
• to help in identifying consumer’s/client’s perceptive
• to demonstrate respect, empathy, acceptance, tolerance, etc.
• to adapt communication styles
• to encourage efforts to communicate
(b) Types of Communication
• verbal (oral, written)
• non-verbal (gestures, facial expressions, posture, body language, touch, smell)
(c) Parts of a Message
• sender, receiver, message, and feedback
(d) Interpersonal Skills
• definition and role in maintaining relationships
(e) Communication Styles
• method, tone, pitch, quality, syntax, etc.
(f) Techniques to Improve Communication
• listening
• paraphrasing
• direct questions
• open-ended questions
• clarifying
• focusing
• silence
• understanding one’s own non verbal communication
Relative
Value in %
28 %
Appendix H - SUBJECT/MODULE OUTLINE
Time
Main Topic
Sub-Topics
PSW Module # 3 Interpersonal Skills (22 hours)
Effective Communication Skills (continued)
(g) Techniques to Improve Written Communication
• proof reading for spelling, grammar, syntax, punctuation, sentence structure, etc.
• proof reading and verification of numerical entries
• overuse of words or phrases
• referencing source materials
(h) Communication Barriers
• unfamiliar language
• cultural differences
• changing the subject
• giving your opinion
• excessive talking
• failing to listen
• giving “pat” answers
• illness
• common vision, hearing, speech and language problems that affect communication
(i) Communicating with Foreign Speaking Persons
• convey comfort by tone of voice and body language
• do not shout
• speak slowly and distinctly
• short, simple messages
• use gestures and pictures
• repeat the message in different ways
• be alert for signs the person is pretending to understand (nodding and answering yes)
(j) Communication Aids
• reality boards
• picture boards
• communication cards
• voice amplifiers
Relative
Value in %
Appendix H - SUBJECT/MODULE OUTLINE
Time
Main Topic
Sub-Topics
PSW Module # 3 Interpersonal Skills (22 hours)
Relative
Value in %
1 hour
7.
The Family and Visitors
(a) Importance of Family/Visitors
(b) Respecting the Client/Resident’s Privacy
(c) Communicating with Family/Visitors
(d) Orientating the Client/Resident and Family to the Facility
4.5 %
3 hour
8.
Problem Solving/Critical Thinking
(a) Learning Styles
(b) Problem Solving Steps – identify/define the problem, generate possible solutions, choose the
best solution, make a plan, implement, evaluate
14 %
1 hour
9.
Prevention and Management of Angry Episodes
(a) Precipitating Factors
(b) Responses to Address Unwanted Behavior
(c) Management of angry Episodes and De-Escalation Techniques
(d) Therapeutic Rapport
4.5%
2 hours
10.
Introduction to Body Structure and Function
(a) Cells - parts
(b) Tissues - types and functions
(c) Organs - examples
(d) Body Systems - overview of each body system
9%
2 hours
11.
Musculoskeletal System
(a) Structure and function of bones, joints, muscles, ligaments, tendons and cartilage
(b) Names/locations of major bones, joints and muscles
9%