Develop workplace communication strategies CHCCOM003







CHCCOM003 Develop workplace communication strategies. 3


How to work through this assessment. 3

Assessment information and scope. 3

Assessment tasks. 4

Resubmissions. 4

Authenticity Requirements. 4

Part A – Questions. 5

Student Declaration. 20

Record of Assessment 21

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

How to work through this assessment

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 resourceExplanation
Assessment information and scopeThis 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 tasksThis section outlines the assessment tasks in detail, including the relevant documentation you need to complete and submit along with your assessment tasks.
Record of assessmentAs 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.

Assessment information and scope

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

Prerequisites and
There are no prerequisites or co-requisites for the unit.
Legislative and licensing requirementsThe skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Assessment tasks

To demonstrate competency for this unit, you must successfully complete the following assessment tasks.

Complete the following taskPart A – Questioning

You will demonstrate a sound knowledge of the unit requirements in your responses.


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


Authenticity Requirements

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




Part A – Questions


PurposeYou will demonstrate a sound knowledge of the unit requirements in your responses.
Instructions to the candidateAll questions must be answered satisfactorily for Part A to be completed satisfactorily.

There is no restriction on the length of the question responses, or time restriction in completing the assessment.

You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed.

Resources requiredThe question responses section is the only resource required for this questioning assessment to be completed.
Assessment conditionsSkills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Reasonable adjustmentIf you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor.



Question 1List two internal stakeholders you would need to consider when determining information needs for a community services setting you are familiar with.
AnswerCommunity groups




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Question 2List two external stakeholders you would need to consider when determining information needs for a community services setting you are familiar with.
AnswerSupporting the people that need the support.

Human services government department (Grant& Hartley, 2013).






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Question 3Give a reason why it is important to identify who the organisation’s competitors are when developing communication strategies.
AnswerThe organisational competitors that are needed for offering the development strategies in terms of the communication and helping the organisation to differentiate services and products in terms of marketing. It helps in allowing the organisation to have competitive prices and respond to the marketing campaigns for the initiatives of the organization.












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Question 4


When developing a communication strategy, why should one consider any competing or conflict of interest?
AnswerKnowing what the computer can provide as well as offering for making them help in terms of marketing services and products as it can be used for the knowledge of creation of marketing strategies and advantages of the competitors weakness that helps in improving the performance of the organisation.








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Question 5


Give two examples of types of traditional media used in community services settings.
AnswerTwo examples of traditional media that can be used and community services settings are television and mixed media.


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Question 6List two types of digital media used in community services settings.
AnswerTwo types of digital media that are utilised in the community services settings are paid media and earned media.







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Question 7


For each type of digital media you listed in Question 6, give one example of appropriate etiquette and one example of inappropriate useof this type of media.
AnswerOne example of appropriate etiquette is offering to share the technology with others as this can help in increasing the knowledge level of the staff members. In appropriate use of the media consists of bullying and misuse of Technology.
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Question 8Explain how digital media can be used in marketing community services.
AnswerDigital media can be utilised in the marketing communication services for advertising services and products without making the consumer’s feel overwhelmed in terms of marketing campaigns.










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Question 9Identify two possible communication barriers, restraints or difficulties that should be considered in a communication plan and give an example for each.

Two possible communication barriers that are considered in the communication plan our lack of attention as well as difference in the viewpoint of perception.









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Question 10Provide examples of communications strategies or protocols that ensure that legal and ethical requirementsof certain care values and standards are considered in communications.
Care values / standardsCommunication strategy, protocol, method or tool
Privacy and confidentialityExample: Records of communication with client, i.e. case notes are stored securely with restricted access



Duty of careTaking care of the employees in the different operations.
DiscriminationProviding the equal opportunities to every individual.
Informed consentLetting the employees know that their consent matter.



Mandatory reportingThe team members must report to the team leader for all the operations.


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Question 11Why is setting a financial budget and consideration of return on investment essential in developing a communication plan?

Analysing the financial budget and consideration of the return on investment is used for development of a communication plan as that can evaluate the goal of the company.












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Question 12


Give two reasons for why an organisation’s crisis communication plan might be implemented and provide one example of a situation that would require implementation of a crisis communication plan.

These are designed to provide the guidance as well as easy steps for supporting the clients in terms of preparation.

These are used for after effects of the communication plan and crisis management plan.










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Question 13


Briefly explain why it is important to develop a range of communication strategies to meet an organisation’s needs and goals.
AnswerIt is imperative to develop communication Strategies for ensuring the important information can be communicated to the people through external and internal communication.
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Question 14Explain the meaning of communication channels. Provide an example of a communication channel that may be used by a manager to communicate with the team.
AnswerCommunication channels are a medium for sending the message to the intended audience. Example: Emails.
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Question 15


Describe two examples of special communication needs that may arise with personnel and provide a strategy that could be used to support this special communication need.
AnswerExamples of special communication can be seen as verbal andnonverbal communication.









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Question 16What are the disadvantages of using the incorrect communication channel when developing a communication plan?
AnswerDisadvantages of using incorrect communication can be known as creating mistrust and transferring the irrelevant data.












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Question 17Provide an example of an organisational policy and procedure that outlines the process for communication and identifies communication channels that are to be used.
AnswerOrganisational policies can be known as the communication procedures that consists of elements like messages receiver and Standards that are very imperative for the procedure (Rath& Bharadwaj, 2017).
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Question 18Explain how complaints received may be communicated in consideration of an organisational hierarchy.
AnswerThe organisational hierarchy takes place when the communication goes upward downward and horizontal. It consists of flows from the executive and managerial levels of staff with the help of certain channels.












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Question 19Explain the difference between an official communication channel and an unofficial channel and provide an example of each.
AnswerOfficial communication consists of emails posters and meeting as well as an official communication consists of what employees se to each other.










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Question 20Describe two protocols that support effective written and oral communication.
AnswerThe two protocols that are needed for oral and written communication are clear thoughts as well as creation of proper and professional language.










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Question 21Identify two key principles and two key practices of mentoring.
AnswerMentoring must be done according to the structure dialogue that shows the reflection of the facilitation by mentor.

Relationship of mentoring must be based upon confidentiality and trust.









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Question 22Identify two key principles and two key practices of coaching.
AnswerTrust and relationship.

Awareness and feedback.











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Question 23


Provide an example of a communication strategy, protocol or organisational standard that will require mentoring or coaching of staff andexplain what information and resources must be prepared and presented.
AnswerOne communication strategy can be recognised as usage of meeting minutes after finishing the meeting and mailing them to the staff members.











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Question 24


Provide an example of how maintaining communication with internal work-related networks and relationships can promote organisation objectives.
AnswerIt can be built with the help of development of great ideas in terms of internal work related relationships and networks (Bull& Kortens, 2013).











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Question 25


Provide an example of how maintaining communication with external work-related networks and relationships can promote organisation objectives.
AnswerMaintaining the communication with the help of external work-related relationships and networks with the help of gathering the inside of the functions related to the industry.









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Question 26Describe two ways you could gather feedback from team members regarding communication outcomes
AnswerWays of gathering feedback are:

Employee survey

Customer survey options.












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Question 27Explain what continuous improvement means in relation to communication practices and how lessons learnt from evaluation can be used in this process.
AnswerContinuous improvement can be also known as continual improvement that shows the improvement related to the services and products with the help of break through and incremental improvements.











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Question 28Outline two reasons why it is important to evaluate communication practices.
AnswerEvaluation of the communication practices helps in learning the improvement and the practices. It also helps in reducing the uncertainty is and improving the effectiveness in terms of decision making.











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Student Declaration

CHCCOM003 Develop workplace communication strategies


Student NameFirst NameFamily name
Assessment declarationr  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.


Student signature
Date submitted
NIET Office to complete
Date received
Received by



Grant, A. M., & Hartley, M. (2013). Developing the leader as coach: insights, strategies and tips for embedding coaching skills in the workplace. Coaching: An international journal of theory, research and practice6(2), 102-115.


Rath, P., & Bharadwaj, A. (2017). Communication Strategies for Corporate Leaders: Implications for the Global Market. Routledge India.


Bull, M., & Kortens, J. (2013). Strategies for communication. In Managing Organizational Ecologies (pp. 196-206). Routledge.


Ali, S. Bridging global gaps at workplace: Challenges, perspectives and strategies. International Interdisciplinary Journal of Scientific Research1(3), 70-79.

Record of Assessment


            Unit titleCHCCOM003Develop workplace communication strategies
Written Knowledge Assessment1st Attempt2nd Attempt3rd Attempt
Part A: Questions
r  Satisfactoryr  Unsatisfactory

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:

r  Validr  Sufficient
r  Currentr  Authentic
Final Result

r  Competentr  Not Yet Competent
r  Withdrawn
Result Date:
Assessor name:
Assessor signature: