Study Guide

Objectives

The student
- recognizes their own ways of interacting and their own strengths and developmental needs in different interaction and guidance situations
- knows the principles of good customer service and endeavours to act according to customer-oriented service principles
- acts constructively and responsibly in professional interaction situations
- recognizes the teaching and guidance needs of clients, patients and multi-professional team members
- is able to plan, implement and evaluate counselling, teaching, and guidance
- is able to plan and produce materials needed for guidance
- is able to evaluate his/her customer service and guidance skills and tries to develop his/her operations

Content

Professional interaction and acting in a work community
Good client service and customer-oriented service principles
Respectful encounter with a client and communication in challenging interaction situations
Client and user-oriented guidance and instruction material
Planning, implementation and evaluation of education or guidance events
Providing and receiving feedback and evaluation

Assessment criteria, satisfactory (1-2)

The student
- strives to act in accordance with customer-oriented and good service principles
- is able to guide clients and other health care personnel at different stages of the laboratory research process using different source materials
- is able to evaluate his/her own customer service and guidance skills in some respects and tries to develop in his/her operations
- participates in teamwork
- has limited self-assessment and peer review skills

Assessment criteria, good (3-4)

The student
- works according to customer-oriented and good service principles
- is able to guide clients and other health care personnel at different stages of the laboratory research process
- is able to evaluate and develop his/her own customer service and guidance skills
- is able to produce guidance materials
- is able to contribute his/her know-how to the teamwork or projects
- performs self-assessment and peer review at a descriptive level

Assessment criteria, excellent (5)

The student
- is able to act in a customer-oriented manner, depending on the situation, and to implement good service principles.
- is able to guide customers and other health care personnel clearly and in a customer-oriented way at different stages of the laboratory research process.
- considers and assesses his/her own customer service and guidance skills and develops them.
- is able to produce effective guidance materials
- is able to contribute his/her know-how to the teamwork or projects and to inspire other students
- can evaluate his/her know-how in a wide variety of ways
- can give feedback to other students of the small group constructively

Further information

The course must be completed before the first year of supervised practice.