Client Relations eCourse

The College of Hearing Aid Practitioners of Alberta (CHAPA) has developed this Client Relations course to assist its regulated members to become aware of, and thoroughly knowledgeable with, unacceptable and illegal behaviours and actions that constitute unprofessional conduct.

This self-study course consists of five modules. Each module includes a variety of learning activities designed to meet different study preferences. You may choose to view the narrated video presentations, listen to the podcasts, or simply read the written materials. Your learning will be enhanced through completion of the quizzes, games and interactive scenarios.

To access a learning activity, simply click/tap on the appropriate link title. After you have completed an activity, return to this home page to proceed to the next activity. Although it is recommended that you complete the units / activities in the order provided, you are free to create and follow your own learning paths.


Module 1: Introduction and Overview

1.1 Presentation – A narrated video presentation about the purpose, rationale and importance of this Client Relations course; and an overview of Bill 21 that updated the Health Professions Act. (9 slides).

1.2 Player tour – A short one minute tour of how to effectively use the video player to view the narrated presentations.

1.3 Podcast – The audio of the narration from the presentation (10 minutes). (Click to listen or right-click to download the audio file for off-line listening).

1.4 Interactive podcast app – Randomly accessible and searchable audio narration from the presentation slides; ideal for downloading to mobile devices for just-in-time learning and information look-ups.

1.5 Handout notes (Interactive PDF | eBook) – Copies of slides and narration scripts that you can download and print, or view online.

1.6 Facts and Myths – Take this short quiz to see how much you already know about the topics in this eCourse (15 questions randomly selected from 30 items).


Module 2: Sexual Abuse and Sexual Misconduct

2.1 Presentation – A narrated video presentation with a detailed look at the new HPA legislation related to client / patient sexual abuse and sexual misconduct. (20 slides).

2.2 Podcast – The audio of the narration from the presentation (19 minutes). (Click to listen or right-click to download the audio file for off-line listening).

2.3 Interactive podcast app – Randomly accessible and searchable audio narration from the presentation slides; ideal for downloading to mobile devices for just-in-time learning and information look-ups.

2.4 Handout notes (Interactive PDF | eBook) – Copies of slides and narration scripts that you can download and print, or view online.

2.5 Knowledge checkup – An interactive exercise consisting of flash-card type questions and answers to assess how well you learned and remembered the information presented in Module 2 (17 questions).

2.6 Module 2 quiz – An online, interactive quiz on the content covered in this module (20 questions randomly selected from 52 items).


Module 3: Professional Boundaries and Therapeutic Relationships

3.1 Presentation – A narrated video presentation about professional boundaries and therapeutic relationships (18 slides).

3.2 Podcast – The audio of the narration from the presentation (25 minutes). (Click to listen or right-click to download the audio file for off-line listening).

3.3 Interactive podcast app – Randomly accessible and searchable audio narration from the presentation slides; ideal for downloading to mobile devices for just-in-time learning and information look-ups.

3.3 Handout notes (Interactive PDF | eBook) – Copies of slides and narration scripts that you can download and print, or view online.

3.4 Knowledge checkup – An interactive exercise consisting of flash-card type questions and answers to assess how well you learned and remembered the content in this unit (14 questions).

3.5 Module 3 quiz – An online, interactive quiz on the content covered in this module (20 questions randomly selected from 62 items).


Module 4: Communication

4.1 Presentation I – A narrated video presentation about how HAPs should use effective communications with their clients (12 slides).

4.2 Podcast I – The audio of the narration from Presentation I (11 minutes). (Click to listen or right-click to download the audio file for off-line listening).

4.3 Interactive podcast app I – Randomly accessible and searchable audio narration from the presentation slides; ideal for downloading to mobile devices for just-in-time learning and information look-ups.

4.4 Handout notes I (Interactive PDF | eBook) – Copies of slides and narration scripts that you can download and print, or view online.

4.5 Presentation II – Narrated video on Dealing with Difficult Clients (10 slides).

4.6 Podcast II –The audio of the narration on Dealing with Difficult Clients (10 minutes).

4.7 Interactive podcast app II – Randomly accessible and searchable audio narration from the presentation slides; ideal for downloading to mobile devices for just-in-time learning and information look-ups.

4.8 Handout notes II (Interactive PDF | eBook) – Slides and narration scripts on Dealing with Difficult Clients.

4.9 Knowledge checkup – An interactive exercise consisting of flash-card type questions and answers to assess how well you learned and remembered the content in this unit (15 questions).

4.10 Module 4 quiz – An online, interactive quiz on the content covered in this unit (20 questions randomly selected from 50 items).


Module 5: Supplementary Resources

5.1 Complaints Director Scenarios Simulation: (OnlinePDF | eBook) – You have been temporarily appointed the Complaints Director for CHAPA. Here are 18 complaints filed against your regulated members that you have to process. Feedback is provided.

5.2 Client Relations Educational Games - A fun and interesting way to learn the concepts and content in this eCourse.

5.3 Checklists – Use these checklists as a quick review / refresher or as a just-in-time job aid.

5.4 Glossary of Terms (PDF | App | eBook)

5.5 Frequently Asked Questions (FAQ) (PDF | App | eBook)

5.6 Client Relations Referral Guide (PDF | App | eBook) – A directory including descriptions and contact information for community and professional help and assistance resources. This directory can be made available to clients / patients who may have experienced sexual abuse or sexual misconduct by regulated health professionals or others.

5.7 Responding to Disclosures – This comprehensive course was developed for employees of Ontario colleges and universities. The course is about how to appropriately respond to disclosures by individuals who have experienced sexual violence and harassment. Examples of both supportive and unsupportive responses are provided. Given the prevalence of survivors in the general population, all regulated healthcare professionals should have the competencies to effectively deal with these types of disclosures.

5.8 Learning to Learn – Do you feel that your learning and study habits could be more effective? Are you confused about how to use the many different digital technologies present in this and other professional development courses? This Learning to Learn course explains the latest digital learning technologies and provides practical advice, tips and resources to improve your learning skills and effectiveness.  

5.9 Client Relations eCourse Final Exam – The final exam consists of 60 questions randomly selected from a pool of 150 items. If you want documentation of your successful completion of the Exam (80% or more), enter your name at the beginning and then print out a copy of the Results. Also, entering your e-mail address will have the exam results sent to you.


Technology Notes

The online quizzes and final exam can be completed on regular browsers, tablets and smart phones. For iPhones, iPads and iPod Touch, download and install the FREE iSpring viewer from the iTunes Store. For Android devices, iSpring Play is available here. The quizzes can also be downloaded and saved on your mobile device and completed off-line at your convenience. The final exam should be done online to allow for the automatic recording of your results.

The videos, checkup activities and eBooks can be played on regular browsers, iPads and Android tablets and smart phones.

To view and download the PDF/PRINT documents requires Adobe Acrobat Reader.