CHCCOM003 Develop workplace communication strategies
This unit describes the skills and knowledge required to develop communication protocols for a team or a business unit. This unit applies to workers responsible for overseeing the communication of organisation-specific information to a range of internal and external stakeholders.
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
- use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
- modelling typical workplace conditions, including:
- interactions with clients and co-workers from a range of diverse backgrounds
- presentations to groups of at least 3 people
- typical workplace reporting processes
- use of presentation media
This assessment is designed to assess your performance of competency for the unit CHCCOM003 Develop workplace communication strategies. Your assessor or workplace supervisor will help you fully understand assessment requirements for this unit. The features of this assessment are detailed in the following table.
|Feature of the assessment resource||Explanation|
|Assessment information and scope||This section provides details of the unit of competency covered, setting out information about the aims of the unit, what areas are covered, how the assessment tasks must be completed and how the assessment is conducted.|
|Assessment tasks||This section outlines the assessment tasks in detail, including the relevant documentation you need to complete and submit along with your assessment tasks.|
|Record of assessment||As you progress through the assessment tasks, your assessor will use the record of outcome to confirm your performance and provide relevant advice and feedback.|
Before you commence your Assessment tasks, you should review the information provided by your training organisation about assessment. You should not commence your Assessment tasks until you have read and understood this information. Your training organisationmust also provide information about assessment while on practical placement, including specific timelines.
|Who is the assessment designed for?||The assessment is designed for candidates to demonstrate their competency having completed formal learning experiences in this unit. Assessment may occur in real and/or simulated work environments. Candidates may be undertaking the unit in a range of learning situations, including private study, via a traineeship arrangement or via other workplace-supported means.|
|What are the aims of the assessment tasks?||This unit describes the skills and knowledge required to develop communication protocols for a team or a business unit.This unit applies to workers responsible for overseeing the communication of organisation-specific information to a range of internal and external stakeholders.
The key outcomes are:
• develop communication strategies
• establish communication protocols
• promote the use of communication strategies
• review communication practices
|There are no prerequisites or co-requisites for the unit.|
|Legislative and licensing requirements||The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.|
To demonstrate competency for this unit, you must successfully complete the followingassessment tasks.
|Complete the following task||Part C – Simulated Activity/Observation
You will demonstrate your skills and knowledge in a simulated workplace environment.
|Refer to the NIET Skills Workbook for this unit||Practical placement
Your performance will be assessed in the workplace.
NOTE: If Part C- Simulated Activity/Observation is satisfactorily completed, there is no need for the performance evidence to be observed in the workplace.
If you are marked not yet satisfactory for a task, you will be given the chance to resubmit. You will have up to three opportunities to resubmit each assessment task. If, after the third attempt, the assessment is still not satisfactory your trainer/assessor will make alternative arrangements for assessment. To make an appeal about an assessment decision, refer to the assessment appeals process in the Student Handbook
Copying or passing off someone’s work as your own is a form plagiarism and may result in a participant’s exclusion from a unit or the entire course.
The following activities will be considered plagiarism:
- Presenting any work by another individual as one’s own intentionally or unintentionally
- Handing in work copied from another student.
- Presenting the work of another individual or group as their own work.
- Handing in work without the adequate acknowledgement of sources used, including work taken totally or in part from the internet
|Purpose||To complete the Performance Evidence requirements for CHCCOM003Develop workplace communication strategies, the candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:
· developed and presented 1 new communication strategy and associated protocols for a business unit or team
· developed and implemented 1 strategy for using digital media to provide information and promote organisation to clients
Assessments conditions of the unit require that skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
· use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
· modelling typical workplace conditions, including:
· interactions with clients and co-workers from a range of different backgrounds
· presentations to groups of at least 3 people
· typical workplace reporting processes
· use of presentation media
Your assessor will assist you in working through the simulated activities that meets all of the above performance evidence requirements.
Note: Upon successful completion of Part C, the performance evidence requirements of this unit are not required to be demonstrated in the workplace.
|Conditions of the Simulated Activity
|This simulated assessment consists of two parts, namely:
1. Simulated Activity Task 1 – Develop communication strategies
2. Simulated Activity Task 2 – Develop and implement a communication strategy using digital media
The Simulated Activities consists of written tasks, oral presentations, role play and implementation of digital and electronic media. Templates that have been provided must be completed and submitted to the Trainer/Assessor as required. Other tasks may be observed and assessed in the classroom through role-play and the assessor may choose to use a video camera to record the activities.
· If the simulated activities will be performed externally or off campus, video recording of the activity will be required to be arranged by the student.
· Any additional materials used such as scripts, guidelines, projects, etc, may also be submitted as additional evidence.
|Assessor Requirements||· Inform student about the assessment method, processes and tools including instructions on how to submit evidence i.e. video recording of the activity
· Inform student of the requirements of the Simulated Activities including physical environment, additional materials, characters/actors
· Inform the student of what is going to be observed and assessed.
· Give students adequate information about the role they are to undertake and the significance of the activity
Simulated Activity 1: Develop a communication strategy
Task 1 – Develop a communication strategy
Task 2 – Presentation of communication strategy and protocols
Simulated Activity 1- Task 1
Consider the scenario below and develop a communication strategy to address the needs of the organisation, the staff and clients. Use the templates provided below.
Instructions to student:
- Research will be required on current trends affecting community services industry specifically the homeless, to complete the PEST, SWOT analysis and components of the communication plan.
- Fictitious characters may be created, and assumptions can be made as required.
You have recently been appointed as a team leader in a community outreach centre. The centre provides case management, counselling and practical support to people who are homeless or at risk of becoming homeless.
Many of the people receiving services have a mental illness or have issues with drugs or alcohol. Staff members work across multiple sites and typically spend some time in the office and some time out working directly with the people they provide services to. Staff come from a variety of cultural backgrounds. The stated vision of the organisation is ‘Quality support by people who care’.
A recent communications survey in the workplace found that there is poor recording of client confidential details, a lack of understanding of legislation about communications records and frequent cases of staff complaining they had not been told about changes in the workplace that affected them. In one significant case, a staff member learnt that the organisation was moving offices by reading the local newspaper rather than hearing about the change at work.
You have been asked by senior management to develop a communications strategy for your organisation.
|1. Statement of Purpose|
|Write a short statement about why the Centre has decided to develop a communication strategy. What do you hope to achieve through your communications?
With the help of the case and the scenario that has been identified with the help of case study, the communication strategy is needed for the improvement in communication process and aspects as they staff members of the workplace are not satisfied with the communication process as they are hearing about very imperative change happening at the workplace by the local newspapers. It is not a very good sign for the communication processes of the organization.
|2. Current Situation|
|Briefly describe your centre, what it does and what it is working towards. Outline what the current situation is for your centre – this may include any internal or external factors, or areas of success in the last five years. Complete a PEST analysis and a SWOT analysis found below.
This is a tool to help map the external factors, both good and bad, that may impact on the success of the centre. Using the template below, identify the different factors that can affect your centre.
This is a tool to help map the internal and external factors that may impact on the success of the centre. Using the template below, identify the different factors that can affect your centre’s communication.
|3. Communication objectives|
|It is important for your centre to know why it is communicating. Your communication objectives should reflect what your organisation wants to see for its internal and external stakeholders.
The communication objectives related to centre can be seen as:
1. The main objective of the organization is proper and clear communication process and the advantages that are collected with the help of proper communication.
2. For making the staff members of the centre aware about the big and small decisions that are made for the company.
|4. Key audience/ stakeholder|
|Identify the key audience for your communication – both internal and/or external stakeholders of the centre. What are their information and communication needs?
External stakeholders of the organization
The communication requirement for the external stakeholders needs the upgrading information and the information related to the centre and they need to know about the certain legislation that are followed in the centres and how to contact the centre for help.
Internal stakeholders of the organization
1. Staff members of the organization.
The communication requirement for the internal stakeholders needs the information regarding all the changes that appear in the centre with the help of proper awareness of the decisions.
|5. Key message/s|
|Identify the key message/s you wish to tell each of your audience groups in relation to your communication objectives.
For example, if your service users want to know what your organisation offers,your message to them will be: We provide accommodation support and a range of quality health support services.
The service users are needed to know about the communication objectives related about the services that the centre renders that is providing the support to the homeless people and the people who have the risk of being homeless.
One message us needed to be provided to the staff members about the change of the branch and major decisions related to the centre and what the authorities have decided for the centre.
|6.Barriers/Critical success factors|
|Identify any barriers to communication and outline how these can be resolved.
The barriers related to the communication in the centre that are as follows:
Cultural language and differences in between the staff members
Lack of transparency in the operations.
Not having a clear process of communication in the centre.
|7. Key communication methods|
|Identify the best way to communicate with each key stakeholder above.Consider the example provided below:
|8. Communications Plan|
|Once you have identified the key activities, set out a plan. This may include what you will do, what you need, when you will do it by and who is responsible for it.
Complete the Communication Plan Template provided below.
|Identify different ways to test whether each of your communications are working.
For example, the number of Facebook likes or shares on a post, or the number of stories that you have collected. Where possible, set benchmarks so you can track your progress.
Communication Plan Template:
A communication plan indicates the key communications activities, budget, responsibilities and timelines allocated to delivering the strategy.
|Activity / Item|| Budget estimate
$ inclusive of GST
|Marketing materials (brochures, leaflets)||$500|
|Stationery, office supplies, printing||$50|
Communication Plan Template:
Who will be informed?
|Communication method: How will they be informed?||How much will it cost?||Who is responsible?||By when?||Status: Commenced/On-going/Complete|
|Example: Serviceuser/client||Announcement on the website||$50||Marketing manager||End of the month||Commenced|
|Consumers||Website announcement and letting them know about the services.||$100||Marketing manager|
|Staff members \ employees||About shifting of the centre and more.||$100||Human resource manager|
|Higher authorities||About the feedbacks of the staff members regarding they are not able to access the information.||$20||Human resource manager|
|Government||Following all the laws and the legislations of the particular scenario.||$20||Marketing manager|
|Suppliers||Requirement of the resources of the organization (Gilstrap& Bernier,2017).||Not available||Supply manager|
Simulated Activity 1-Task 2
Once the Communication Strategy in Task 1 has been completed, the student must present the strategy to a group of 3 people together with associated processes and protocols to support the strategy.
Simulated Activity 1–Task 2 A: Protocol
Select two (2) methods of communication you have identified in your communication strategy in Task 1 and identify the required protocols and communication channels that will apply for the implementation of the strategy. Ensure that protocols address any identified barriers to communication.
Use the template provided below and consider the example provided.
|Communication method||Protocol||Communication channel|
|Example: Monthly Staff meetings||For staff who cannot physically attend due to physical location, they can join the meeting that must always be available on an online medium such as Zoom or Microsoft Teams meeting.||Department Manager’s office will issue Outlook invitations for meetings to their staff.|
|All the staff members of the organization must be mailed with anall the meeting notes as the imperative details of the meeting as the staff can remember the aspects.||All the staff members will be updated and will be told to make a professional mail id that will be used to mail all the meeting notes of the imperative aspects.|
|These will be circulated to the consumers as it will consists of all the services that the centre provides.||With the help of the marketing manager, brochures will be prepared and will be circulated.|
Simulated Activity 1 – Task 2 B:Role Play – Presentation of Communication Strategy
You are now ready to present the communication strategy and associated processes and protocols to your team. You can choose your own presentation media (PowerPoint, videos, combination of several media, etc).
Physical environment, equipment and documentation required:
- A meeting room with appropriate chairs and table
- Hard copy of Communication Strategy for distribution to the team members
- You (the student), the Team Leader
- Your Manager
- 2 co-workers/team members, preferably from diverse backgrounds
Instructions for you, as the Team Leader (student)
- As the lead presenter, you need to use effective oral and written communication and use visual tools as required.
- Be prepared to answer questions from team members.
- Ask for feedback after the presentation and identify opportunities for improvement.
Instructions for Manager and team members
- Prepare at least one question each regarding the communication strategy
- Provide feedback regarding the communication strategy and/or the presentation
Simulated Activity 2 – Digital Media Strategy
Using the same scenario in Simulated Activity 1, choose a digital media that the centre can use to provide information and promote the organisation to clients.
Simulated Activity 2– Task 1
Develop the digital media strategy. Use the template below to record the components of the strategy
Simulated Activity 2 – Task 2
Implement the communications strategy using digital media and submitthe project to your Trainer/Assessor in a format that can be assessed, recorded and stored as evidence.
|Digital Media Strategy|
|Who is the audience that you are developing the digital strategy for?
The audience that will be used for development of the digital strategy is clients as well as staff members.
|What information about the organisation do you want to include in your communication?
The information that is to be provided to the audience is about the services provided by the centre as well as important decisions made in the organisation.
|What are the goals of the strategy?
The goals of the strategy consist of having a proper transparency in the operations of the organisation and communicating clearly.
|Strategy design (types of media, how information is sent)
The strategy consists of making a proper website in terms of the centre so that can provide proper information regarding the decisions of the organisation as well as the services rendered and the legislation followed by the centre.
|Who will develop the digital design?
A professional will be hired for developing the digital design.
|When will this information be communicated?
This information would be communicated after the formation of this plan.
|Who will distribute the information?
The information will be distributed by the marketing manager.
|Feedback methodology from implementation
Feedback and methodology implementation will be done with the help of feedback and surveys.
CHCCOM003: Develop workplace communication strategies
Observation Checklist – Simulated Activity 1 & 2
(Assessor to complete)
|During the simulated activities, the candidate was observed consistently demonstrating the following criteria:||Satisfactory||Unsatisfactory|
|Develop communication strategies|
|O1||Use of feedback channels, tools and reports to identify information needs of internal and external stakeholders|
|O2||Conduct proper research on current information regarding the organisation and its competitors|
|O3||Use analysis tools to identify factors that may impact the communication strategy|
|O O4||Identify opportunities to improve internal and external communication|
|O O5||Identify key messages and effective communication methods and strategies to communicate these.|
|O O6||Identify barriers to communication and present ways to resolve issues|
|O O7||Develop a communication plan with activities, budget, responsibilities and timelines allocated to delivering the strategy.|
|Establish communication protocols|
|O8||Identify and provide resources to overcome barriers to communication|
|O9||Use a variety of communication strategies and methods to suit different communication objectives|
|O10||Consider appropriate formal and informal communication channels for communication|
|Promote the use of communication strategies|
|O11||Prepare all resources and requirements for a presentation of the communication strategy|
|O12||Complete written or electronic records and documentation to organisational standards|
|O13||Identify and refer to organisational policies or procedures for communication requirements|
|O14||Clearly communicates message and action required|
|O15||Use clear, concise, and easy to understand words to communicate events or messages|
|O16||Use oral, written and visual communication methods to communicate and present effectively|
|Review communication practices|
|O17||Encourage feedback from persons and use these to identify areas of improvement in the workplace|
|Identify strategies that will contribute to continuous improvement|
|Assessor to Complete
|Date(s) of observation|
|Observation task undertaken||The candidate should demonstrate skills and knowledge required to develop communication protocols for a team or business unit.
There must be evidence that the candidate has:
· Developed and presented 1 new communication strategy and associated protocols for a business unit or team
· Developed and implemented 1 strategy using digital media to provide information and promote organisation to clients
|Assessment context||Outline the specific details of the environment and context for this candidate. This may include specific location, equipment selected/used, specific scenarios or specific client characteristics.
|Feedback||All observation criteria must be satisfactorily demonstrated by the candidate. The observation assessment has been confirmed:
Please include recommendations for future training in cases where the candidate has not satisfactorily achieved all criteria.
|Declaration||I declare that this observation assessment has been conducted as per the training organisation’s assessment procedures and the instructions provided for this assessment task, and that I have provided appropriate feedback to the candidate.
|Purpose||Your performance will be assessed in the workplace if
· you are not able to satisfactorily complete Part C- Simulated Activity/Observation of this unit assessment or
· you are already working in industry and are able to meet the performance evidence requirements of this unit.
|Instructions to the candidate||Refer to the NIET Skills Workbook for details of assessment while on practical placement.|
CHCCOM003Develop workplace communication strategies
|Student Name||First Name||Family name|
|Assessment declaration||r I declare that no part of this assessment has been copied from another person’s work, except where clearly noted on documents or work submitted.
r I declare that no part of this assessment has been written for me by another person. I understand that plagiarism is a serious offence that may lead to disciplinary action by my training organisation.
|NIET Office to complete|
Record of Assessment
|Unit title||CHCCOM003Develop workplace communication strategies|
|Written Knowledge Assessment||1st Attempt||2nd Attempt||3rd Attempt|
|Part C: Simulated Activity/ Observation|
NOTE: only required if student has not completed Part C or is working in industry
|Student must have completed workplace assessment tasks for the unit outlined in the NIET Skills Workbook with Supervisor and Assessor declarations signed and dated.|
The written knowledge assessments for this unit must be successfully completed before the Skills Workbook OR Employer (3rd Party) Verification Form is signed off.
An “Interim – Partially Completed” result is to be entered into aXcelerate for the written knowledge assessments using the internal identifier ‘CA-WRO’.
|In completing this assessment, I confirm that the candidate has demonstrated all unit outcomes through consistent and repeated application of skills and knowledge with competent performance demonstrated in multiple instances over a period.
Evidence collected has been confirmed as:
Bull, M., & Brown, T. (2012). Change communication: the impact on satisfaction with alternative workplace strategies. Facilities.
Wrench, J. S. (Ed.). (2013). Workplace communication for the 21st century: Tools and strategies that impact the bottom line. ABC-CLIO.
Gilstrap, C. M., & Bernier, D. (2017). Dealing with the demands: Strategies healthcare communication professionals use to cope with workplace stress. Qualitative Research Reports in Communication, 18(1), 73-81.
Bradley, G. L., & Campbell, A. C. (2016). Managing difficult workplace conversations: Goals, strategies, and outcomes. International Journal of Business Communication, 53(4), 443-464.