Workplace communication

CHCCOM003 Develop workplace communication strategies

This unit is about developing communication protocols for a team or business unit. It applies to workers responsible for overseeing the communication of organization-specific information to a range of internal and external stakeholders.

 

How you will be assessed

You will be assessed through:

• Assessor observation on the job
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures, draft communication strategy and protocols, presentation notes, Powerpoint)
• Interview/assignment based on the requirements below.

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Practical

You will be asessed in your workplace with the use of suitable facilities, equipment and resources, including real workplace policies and procedures:

1. real workplace policies and procedures.
2. interactions with clients and co-workers from diverse backgrounds.
3. typical workplace reporting processes.
4. use of presentation media.

You need to show that you have:

1. Developed and presented one new communication strategy and associated protocols for a team or group of at least three people.
2. Developed and implemented one strategy for using digital media to give information and promote the organization to clients.

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Interview/assignment questions

1. Describe the political, economic, social and technological factors affecting your organization.
2. Describe the effects of each factor on your organization.
3. Who are your organization’s competitors? Describe them.
4. Who are the stakeholders in your organization?
5. Describe your organization’s business and strategic plans.
6. Explain the role of each of the following legal and ethical considerations in communication:
1. privacy, confidentiality and disclosure.
2. discrimination.
3. duty of care.
4. mandatory reporting.
5. informed consent.
7. Describe each of the following communication channels in your organization:
1. special communication needs of personnel.
2. organization processes and hierarchy.
3. official communication channels.
4. existing organization protocols and etiquette for communication.
5. possible communication barriers, restraints, difficulties.
8. Your organization has various different strategies and plans for the way people communicate, including crisis communication plans. Describe them.
9. Describe the financial implications of your communication system including:
1. budgeting.
2. return on investment.
10. What is the difference between mentoring and coaching?
11. Describe the core principles and practices of each one.
12. What is the current role of traditional media in community services organizations?
13. What is the current role of digital media in community services organizations?
14. How are digital media used in community services marketing?
15. What is the appropriate, etiquette for email? For mobile phones?
16. Explain your organization’s processes for evaluating communication.

Note: Your assessor may also ask you a variety of what if questions.

 

Assignment

Write a one-page SWOT analysis of your organization. (Strengths, Weaknesses, Opportunities, Threats)

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Detailed requirements

1. Develop communication strategies

1. Identify internal and external information needs.
2. Identify competing or conflicting interests.
3. Develop a range of communication strategies to meet organization needs and goals.
4. Develop a communication plan.

 

2. Establish communication protocols

1. Identify processes for adapting communication strategies to suit a range of contexts.
2. Develop processes and protocols according to communication strategies.
3. Prepare information and resources for implementating communication protocols.

 

3. Promote the use of communication strategies

1. Inform your staff about communication strategies, protocols and your organization's standards.
2. Set an example of effective oral and written communication, and coach your staff.
3. Maintain your work-related networks and relationships to meet your organization's objectives.

 

4. Review communication practices

1. Get feedback from others to assess communication reslts.
2. Record lessons learnt and identify ways you could improve.

 

5. Other.

1. Manage tasks and contingencies on the job.
2. Follow Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice.

 

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