Client Service and Counseling (5 ECTS)

Objective

Students
- understand the philosophical, ethical and pedagogic premises of client service, instruction and counselling as well as their significance to their actions
- master client service, education and teaching as a work method included in their profession and use it in different contexts
- know how to plan, implement and evaluate client-oriented education and teaching in Finnish and in Swedish in cooperation with other experts
- are able to use existing educational and teaching material as well as produce new material in Finnish and in Swedish considering the client-oriented approach
- are able to assist clients/patients in using appropriate social and health care services.

Content

Concepts, ethics and learning strategies of client service, education and teaching
Client service and client/patient education and teaching in Finnish and in Swedish
Client service process and elements of good client service
Education and teaching process: needs evaluation, planning, implementation (methods, form and content), evaluation and documentation
Client- and goal-oriented utilization of Finnish and Swedish client service, education and teaching material
Various evaluation methods for client service and education regarding quality and effectiveness as well as development of client service, education and teaching

Materials

Swedish: Kristiina Hakala: Svenska för läkare (Finn Lectura) + the teacher´s material

CI: materials mentioned in orientation

Teaching methods

Swedish: interactive lectures in home groups; independent and group assignments

Customer interaction:
One ACP-lecture
Online course
Two group projects

Exam schedules

Swedish: will be announced in the beginning of the course

CI: no exam

Content scheduling

First the orientation lecture. Then the online course. The first group project is based on it, the other group project after that.

Evaluation scale

0-5

Assessment criteria, satisfactory (1)

See a separate framework for evaluation.
When evaluating the competences, the evaluation criteria for competent/intermediate level is used.

Assessment criteria, approved/failed

Student
- can search for knowledge resourcefully utilizing sources of the field and uses the knowledge base of the field
- is familiar with the knowledge base and core components of the profession
- has adequate professional skills to work in the profession
- can work in a client-oriented way
- solves professional tasks and problems
- works safely and in accordance with the ethical principles of the field
- displays competence benefitting groups or projects
- is able to evaluate personal strengths and weaknesses and development needs

Assessment methods and criteria

Swedish: oral and written skills separately (1-5)

CI: Both group assignments are evaluated together (1-5)

Further information

N.B. In case the student’s educational language is other than Finnish, s/he carries out the course in Professional Swedish (Svenska - Kundbetjäning och handledning) and Finnish as a second language/foreign language.

Further information

N.B. In case the student’s educational language is other than Finnish, s/he carries out the course in Professional Swedish (Svenska - Kundbetjäning och handledning) and Finnish as a second language/foreign language.