Develop workplace communication strategies

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 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.

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 co-requisites	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.

Assessment tasks

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.

Resubmissions

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 C – Simulated Assessment / Observation CHCCOM003

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.

Scenario

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.

Communication Strategy

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.

PEST Analysis

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.

Political

(e.g. current political agenda, legislation and regulations affecting your industry)

The political facts and legislations are government consistency, advocacy, External and internal funding.

Economic

(e.g. Economic growth, unemployment rates, funding,cost of living and housing)

Economy of the country. It certainly influences the centre and the success of the charities in respect to the economy. Th resources will be drained and the non-profit organizations face huge loss.

Social

(e.g. change in community, division of wealth, population growth rates, social trends/ values)

These type of centres have a huge impact upon the society, As these are the charities that provide the services of homeless individuals. So it is very imperative to follow the cultures of the society as it is a non-profit organization.

Technological

(e.g. technological changes and updates)

Technology related to the documentation handling,, technology for the enhancement of the communication is essential for proper communication at the workplace (Bull& Brown, 2012).

SWOT Analysis

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.

Internal

Strengths

(e.g. location, reputation, quality of service, affordability)

The strengths that the centre contains are:

Quality of the service

Location of the centre.

Weaknesses

(e.g. lack of experience, no time, isolated, similar services compared with competitors)

The weaknesses consist of:

Decrease in the funding.

Competitors of the organization.

External

Opportunities

(e.g. collaboration/partnership, increased demand)

The opportunities of the organization consist of the increased demand and increase in the number of the homeless individuals. This increases the number of certain individuals.

Threats

(e.g. new services in the area, competitors have

more resources)

The threats of the centre consist of the competitors and decreased resources in the organization.

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

1. Consumers

2. Society

3. Government.

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.

2. Shareholders

3. Founder

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:

Stakeholder	Key messages	Key communication methods
Service Users/Clients	· We provide accommodation support and a range of quality health support services	· brochures · website
Customers	· The centre renders that are providing the support to the homeless people and the people who have the risk of being homeless.	· Website · Brochure
Staff members	· Letting the staff members know about the major decisions that are needed to be known by every individual of the members like shifting of the office.	· Emails · Staff survey
Government	· All the laws and legislations are followed properly (Wrench,2013).	· Reports · Website

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.

9. Evaluation

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.

Budget

Activity / Item	Budget estimate $ inclusive of GST
Research	$100
Professional fees	$200
Marketing materials (brochures, leaflets)	$500
Hardware/software	$50
Stationery, office supplies, printing	$50
Media	$100
Events	$500
Evaluation	$100
Other	$100
TOTAL	$1700

Communication Plan Template:

Target audience: 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.

Protocol template

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.
1. Emails	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.
2. Brochures	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

Characters:

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

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

Use of feedback channels, tools and reports to identify information needs of internal and external stakeholders

Conduct proper research on current information regarding the organisation and its competitors

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

Identify and provide resources to overcome barriers to communication

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

O18

Identify strategies that will contribute to continuous improvement

Assessor to Complete

Candidate name

Date(s) of observation

Duration

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:

r Satisfactory

r Unsatisfactory

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.

Assessor name

Assessor signature

Date marked

Practical placement

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.

Student Declaration

CHCCOM003Develop workplace communication strategies

Student Name	First Name		Family name
Course	Code	Title
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.
Student signature
Date submitted
NIET Office to complete
Date received
Received by

Record of Assessment

Unit title

CHCCOM003Develop workplace communication strategies

Written Knowledge Assessment

1^st Attempt

2^nd Attempt

3^rd Attempt

Date

UnS

Date

UnS

Date

UnS

Part C: Simulated Activity/ Observation

Practical Placement

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.

r Satisfactory

r Unsatisfactory

Date:

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 Valid	r Sufficient
r Current	r Authentic

Final Result

r Competent	r Not Yet Competent
r Withdrawn

Result Date:

Assessor name:

Assessor signature:

References

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.

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 B – Case study questions. 5

Student Declaration. 11

Record of Assessment 12

CHCCOM003 Develop workplace communication strategies

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

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.

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 co-requisites	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.

Assessment tasks

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.

Resubmissions

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 B – Case study questions

Purpose	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.
Resources required	The question responses section is the only resource required for this section to be completed.
Assessment conditions	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.
Reasonable adjustment	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.
Answer	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
Marking	q Satisfactory	q Unsatisfactory

CS Question 2

Identify a process you would use to adapt the current strategy to suit Context 1.

Answer

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.

Marking

q Satisfactory

q Unsatisfactory

CS Question 3

Identify a process you would use to adapt the current strategy to suit Context 2.

Answer

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.

Marking

q Satisfactory

q Unsatisfactory

CS Question 4	Identify a process you would use to adapt the current strategy to suit Context 3.
Answer	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.
Marking	q Satisfactory	q Unsatisfactory

CS Question 5	Explain why it is important to identify and follow processes when adapting communication strategies to suit new or changed contexts.
Answer	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.
Marking	q Satisfactory	q Unsatisfactory

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.
Answer
Political	Change in the employment act or laws.
Economic	Decrease or increase in funding for the operations.
Social	Impact of the employment and education on the society.
Technological	Technological advancements in terms of new employment and education.
Marking	q Satisfactory	q Unsatisfactory

CS Question 7

Explain how you could use the organisation’s business and strategic plans to inform the communication plan.

Answer

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).

Marking

q Satisfactory

q Unsatisfactory

CS Question 8	Explain how you might use a SWOT plan to develop this communication plan.
Answer	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.
Marking	q Satisfactory	q Unsatisfactory

Student Declaration

CHCCOM003Develop workplace communication strategies

Student Name	First Name		Family name
Course	Code	Title
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.
Student signature
Date submitted
NIET Office to complete
Date received
Received by

Record of Assessment

Unit title

CHCCOM003Develop workplace communication strategies

Written Knowledge Assessment

1^st Attempt

2^nd Attempt

3^rd Attempt

Date

UnS

Date

UnS

Date

UnS

Part B: Case Study

r Satisfactory

r Unsatisfactory

Date:

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’.

Evidence collected has been confirmed as:

r Valid	r Sufficient
r Current	r Authentic

Final Result

r Competent	r Not Yet Competent
r Withdrawn

Result Date:

Assessor name:

Assessor signature:

References

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).

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

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

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.

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 co-requisites	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.

Assessment tasks

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

Complete the following task

Part A – Questioning

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

Resubmissions

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

Purpose	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 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 required	The question responses section is the only resource required for this questioning assessment to be completed.
Assessment conditions	Skills 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 adjustment	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.

Question 1

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

Answer

Community groups

Residents

Marking

q Satisfactory

q Unsatisfactory

Question 2

List two external stakeholders you would need to consider when determining information needs for a community services setting you are familiar with.

Answer

Supporting the people that need the support.

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

Marking

q Satisfactory

q Unsatisfactory

Question 3

Give a reason why it is important to identify who the organisation’s competitors are when developing communication strategies.

Answer

The 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.

Marking

q Satisfactory

q Unsatisfactory

Question 4

When developing a communication strategy, why should one consider any competing or conflict of interest?

Answer

Knowing 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.

Marking

q Satisfactory

q Unsatisfactory

Question 5

Give two examples of types of traditional media used in community services settings.

Answer

Two examples of traditional media that can be used and community services settings are television and mixed media.

Marking

q Satisfactory

q Unsatisfactory

Question 6

List two types of digital media used in community services settings.

Answer

Two types of digital media that are utilised in the community services settings are paid media and earned media.

Marking

q Satisfactory

q Unsatisfactory

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.

Answer

One 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.

Marking

q Satisfactory

q Unsatisfactory

Question 8

Explain how digital media can be used in marketing community services.

Answer

Digital 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.

Marking

q Satisfactory

q Unsatisfactory

Question 9

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

Answer

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

Marking

q Satisfactory

q Unsatisfactory

Question 10	Provide examples of communications strategies or protocols that ensure that legal and ethical requirementsof certain care values and standards are considered in communications.
Answer
Care values / standards	Communication strategy, protocol, method or tool
Privacy and confidentiality	Example: Records of communication with client, i.e. case notes are stored securely with restricted access
Duty of care	Taking care of the employees in the different operations.
Discrimination	Providing the equal opportunities to every individual.
Informed consent	Letting the employees know that their consent matter.
Mandatory reporting	The team members must report to the team leader for all the operations.
Marking	q Satisfactory	q Unsatisfactory

Question 11

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

Answer

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.

Marking

q Satisfactory

q Unsatisfactory

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.

Answer

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.

Marking

q Satisfactory

q Unsatisfactory

Question 13

Briefly explain why it is important to develop a range of communication strategies to meet an organisation’s needs and goals.

Answer

It is imperative to develop communication Strategies for ensuring the important information can be communicated to the people through external and internal communication.

Marking

q Satisfactory

q Unsatisfactory

Question 14	Explain the meaning of communication channels. Provide an example of a communication channel that may be used by a manager to communicate with the team.
Answer	Communication channels are a medium for sending the message to the intended audience. Example: Emails.
Marking	q Satisfactory	q Unsatisfactory

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.

Answer

Examples of special communication can be seen as verbal andnonverbal communication.

Marking

q Satisfactory

q Unsatisfactory

Question 16

What are the disadvantages of using the incorrect communication channel when developing a communication plan?

Answer

Disadvantages of using incorrect communication can be known as creating mistrust and transferring the irrelevant data.

Marking

q Satisfactory

q Unsatisfactory

Question 17	Provide an example of an organisational policy and procedure that outlines the process for communication and identifies communication channels that are to be used.
Answer	Organisational 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).
Marking	q Satisfactory	q Unsatisfactory

Question 18

Explain how complaints received may be communicated in consideration of an organisational hierarchy.

Answer

The 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.

Marking

q Satisfactory

q Unsatisfactory

Question 19

Explain the difference between an official communication channel and an unofficial channel and provide an example of each.

Answer

Official communication consists of emails posters and meeting as well as an official communication consists of what employees se to each other.

Marking

q Satisfactory

q Unsatisfactory

Question 20

Describe two protocols that support effective written and oral communication.

Answer

The two protocols that are needed for oral and written communication are clear thoughts as well as creation of proper and professional language.

Marking

q Satisfactory

q Unsatisfactory

Question 21

Identify two key principles and two key practices of mentoring.

Answer

Mentoring 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.

Marking

q Satisfactory

q Unsatisfactory

Question 22

Identify two key principles and two key practices of coaching.

Answer

Trust and relationship.

Awareness and feedback.

Marking

q Satisfactory

q Unsatisfactory

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.

Answer

One communication strategy can be recognised as usage of meeting minutes after finishing the meeting and mailing them to the staff members.

Marking

q Satisfactory

q Unsatisfactory

Question 24

Provide an example of how maintaining communication with internal work-related networks and relationships can promote organisation objectives.

Answer

It can be built with the help of development of great ideas in terms of internal work related relationships and networks (Bull& Kortens, 2013).

Marking

q Satisfactory

q Unsatisfactory

Question 25

Provide an example of how maintaining communication with external work-related networks and relationships can promote organisation objectives.

Answer

Maintaining 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.

Marking

q Satisfactory

q Unsatisfactory

Question 26

Describe two ways you could gather feedback from team members regarding communication outcomes

Answer

Ways of gathering feedback are:

Employee survey

Customer survey options.

Marking

q Satisfactory

q Unsatisfactory

Question 27

Explain what continuous improvement means in relation to communication practices and how lessons learnt from evaluation can be used in this process.

Answer

Continuous 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.

Marking

q Satisfactory

q Unsatisfactory

Question 28

Outline two reasons why it is important to evaluate communication practices.

Answer

Evaluation 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.

Marking

q Satisfactory

q Unsatisfactory

Student Declaration

CHCCOM003 Develop workplace communication strategies

Student Name	First Name		Family name
Course	Code	Title
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.
Student signature
Date submitted
NIET Office to complete
Date received
Received by

References

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 practice, 6(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 Research, 1(3), 70-79.

Record of Assessment

Unit title

CHCCOM003Develop workplace communication strategies

Written Knowledge Assessment

1^st Attempt

2^nd Attempt

3^rd Attempt

Date

UnS

Date

UnS

Date

UnS

Part A: Questions

r Satisfactory

r Unsatisfactory

Date:

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’.

Evidence collected has been confirmed as:

r Valid	r Sufficient
r Current	r Authentic

Final Result

r Competent	r Not Yet Competent
r Withdrawn

Result Date:

Assessor name:

Assessor signature: