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
|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.
|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 B – Case study questions
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
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
|You will demonstrate a sound knowledge of the unit requirements in your responses.
|Instructions to the candidate
|All questions must be answered satisfactorily for Part B 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 personnelbut may refer to reference material as needed.
|The question responses section is the only resource required for this section to be completed.
|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
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
|If 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.
|Read the case study, then answer the questions that follow.
Case study (questions 1–5)
Fiona manages a team within a disability services organisation. Fiona has been asked to assess some of the organisation’s communication strategies to decide whether they are appropriate for the current internal and external stakeholders.
Currently all information to staff is disseminated verbally at weekly staff meetings. The organisation is promoted to external stakeholders, including potential clients, by means of brochures and posters. The brochures and posters are in English. Information for staff, clients and the general public regarding disabilities and disability rights is provided in the form of written fact sheets that are available at the office or can be mailed on request.
Consider these three contexts:
Context 1: English as an additional language
The staff and clients at the organisation come from a wide variety of cultural backgrounds, including Aboriginal people and people from non-English speaking backgrounds.
Context 2: Educational level and demographics
The organisation provides services primarily for young people between the ages of 12 and 25.
Context 3: Disabilities that can impact communication
Following the inclusive values of the organisation, there are also staff members with hearing impairments and learning difficulties such as dyslexia.
|CS Question 1
|Identify three communication strategies used in the case study. Explain why each of these communication strategies is not suited to the context in which it is applied.
|1.The first start-up that is utilised in the organisation is informing the staff members verbally at weekly meetings as all the employees are from different cultural backgrounds and it is not compulsory that all the employees will understand what is explained in the organisation. Instead of this proper written communication must be provided with meeting minutes(Karanges,et al., 2015).
|2.The brochures and the posters are in English which is not correct because of different cultural backgrounds. The organisation should make the process and the posters in different languages also so that everybody can understand that.
|3.Communication strategies are formed for the external and internal stakeholders which is not a proper strategy as every stakeholder need different type of strategy and a similar strategy is not ideal for all the stakeholders
|CS Question 2
|Identify a process you would use to adapt the current strategy to suit Context 1.
A particular process of strategy that will be used for increasing the efficiency
in the operations is mailing the meeting minutes to every individual present in
the staff so that they can understand what is communicated and what is
needed to be implemented.
CS Question 3
|Identify a process you would use to adapt the current strategy to suit Context 2.
As per context to it shows that the organisation provides services to primary young people that are aged between 12 to 25. In this case the communication will be done with the help of colourful posters and process as their attractive to the age group.
|CS Question 4
|Identify a process you would use to adapt the current strategy to suit Context 3.
|As per case the only solution that can be implemented to the strategy is making the staff members understand with the help of proper actions and language that is used in the case of impairments or dyslexia.
|CS Question 5
|Explain why it is important to identify and follow processes when adapting communication strategies to suit new or changed contexts.
|Adaptation of the Communication protocols is a series that is required for following the steps in order to take the work very efficiently in a context. It is very imperative to identify the process and following it as it is needed to ensure the adaptation meet the objectives and the values of the company.
|Read the case study, then answer the questions that follow.
Case study (questions 6–8)
The community centre in your area provides employment and education support services to the multicultural members of the community consisting of mostly refugees from different countries. The centre needs to update their communication plan to provide more current information about their new programs to their clients.
|CS Question 6
|Identify at least one example of a political, economic, social and technological factor that may impact the communication plan.
|Change in the employment act or laws.
|Decrease or increase in funding for the operations.
|Impact of the employment and education on the society.
|Technological advancements in terms of new employment and education.
|CS Question 7
|Explain how you could use the organisation’s business and strategic plans to inform the communication plan.
Creation of a Framework for aligning the teams to work with communication strategy is an at most scope for communicating the effective approach in terms of creation of goals and projects for the business plan. It can be communicated with the help of a meeting or emailing the plan(Cloutier,et al., 2015).
|CS Question 8
|Explain how you might use a SWOT plan to develop this communication plan.
|Gathering relevant information regarding the inventory in terms of conditions for operating in the environment is very essential. Deriving threats and the opportunities can help the organisation to make a communication plan that can overcome those threats.
CHCCOM003Develop workplace communication strategies
|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
|CHCCOM003Develop workplace communication strategies
|Written Knowledge Assessment
|Part B: Case Study
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:
Karanges, E., Johnston, K., Beatson, A., & Lings, I. (2015). The influence of internal communication on employee engagement: A pilot study. Public relations review, 41(1), 129-131.
Cloutier, O., Felusiak, L., Hill, C., & Pemberton-Jones, E. J. (2015). The importance of developing strategies for employee retention. Journal of Leadership, Accountability & Ethics, 12(2).