Study Guide

Objectives (course unit)

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 (course unit)

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

Further information (course unit)

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

Assessment criteria, satisfactory (1-2) (course unit)

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) (course unit)

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) (course unit)

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

Assessment scale

0-5