Develop workplace communication strategies | My Assignment Tutor

CHCCOM003 – Develop workplacecommunication strategiesSTUDENT ASSESSMENT BOOKLETVersion no: 3.0CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 2 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021This page is intentionally left blank.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 3 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021ASSESSMENT RECEIPT FORM STUDENT NAME:STUDENT ID:COURSE NAME:TRAINER’S & ASSESSOR’SNAME:ASSESSMENT ISSUE DATE:Day 1ASSESSMENT DATE DUE:UNIT CODE AND Name:CHCCOM003 – Develop workplace communication strategies NOTE:1. This form must be emailed to the Trainer/Assessor on the day of the submission of theassessment on LMS (Moodle).2. The Assessment submission form must be signed and dated.DECLARATION:1. I am aware that penalties exist for plagiarism and cheating.2. I am aware of the requirements set by my assessor.3. I have retained a copy of my assessment. Student Signature:_________________________________Date:_____________________Assessment received by RGIT StaffName:Signature: CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 4 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021This page is intentionally left blank.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 5 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021About this bookletThis assessment booklet has been designed for students undertaking face-to-face mode of studyto provide information before you undertake these assessments. It also contains assessment toolsto assess the skills and knowledge required from you to be deemed competent in this unit.Please read all the information given to you when you receive this assessment booklet. If you donot understand any part of this booklet, please inform your trainer/assessor.Access to the Assessment Booklet is provided on LMS.The assessment booklet contains two (2) parts:PART 1: Assessment information: This part contains information on the assessment for this unit ofcompetency and how an assessment will be conducted throughout this unit to achieve thecompetency. It includes:• Application of the unit of competency.• Purpose of assessment.• Elements, performance evidence and knowledge evidence requirements of the unit.• Conditions, context, required resources and location of the assessment.• Assessment tasks.• Outline of evidence to be collected.• Administration, recording and reporting the requirements including special adjustments,appeals, reasonable adjustments and assessors’ intervention.PART 2: Assessment tasks: This part contains the information to successfully undertake theassessment task. In each assessment task, students will find the following information:• Task instructions.• Role play information.• Information on resources required, where applicableCHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 6 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021PART 1: Assessment informationApplication of the unit of competency:This unit describes the skills and knowledge required to develop communication protocols for ateam or business unit.This unit applies to workers responsible for overseeing the communication of organisationspecific information to a range of internal and external stakeholders.The skills in this unit must be applied in accordance with Commonwealth and State/Territorylegislation, Australian/New Zealand standards and industry codes of practice.Purpose of assessment:The purpose of assessment is to determine competency in the unit CHCCOM003 – Developworkplace communication strategies.Elements:1. Develop communication strategies2. Establish communication protocols3. Promote the use of communication strategies4. Review communication practicesPerformance evidence:The student must show evidence of the ability to complete tasks outlined in elements andperformance criteria of this unit, manage tasks and manage contingencies in the context of thejob role. There must be demonstrated evidence that the candidate has:• Developed and presented one (1) new communication strategy and associated protocolsfor a business unit or team• Developed and implemented one (1) strategy for using digital media to provide informationand promote organisation to clients•Knowledge evidence:The student must be able to demonstrate essential knowledge required to effectively completetasks outlined in elements and performance criteria of this unit, manage the task and managecontingencies in the context of the work role. This includes knowledge of:▪ Political, economic, social and technological factors▪ Competitors▪ Stakeholders▪ Organisational business and strategic plans▪ SWOT analysis (strengths, weaknesses, opportunities and threats)▪ Legal and ethical considerations relating to communication:▪ Privacy, confidentiality and disclosureCHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 7 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021▪ Discrimination▪ Duty of care▪ Mandatory reporting▪ Informed consent▪ Organisation communication channels, including:▪ Special communication needs of personnel▪ Organisation processes and hierarchy▪ Official communication channels▪ Existing organisation protocols and etiquette for communication▪ Possible communication barriers, restraints, difficulties▪ A range of different communication strategies and plans including crisis communicationplans▪ Financial implications including budgeting and return on investment▪ Mentoring and coaching principles and practices▪ Traditional media▪ Digital media including types, etiquette and marketing▪ Evaluation processesContext and conditions for assessment:To comply with the assessment conditions of this unit:• You must demonstrate adequate knowledge evidence by satisfactorily responding to allscenarios and Knowledge questions to achieve a satisfactory outcome for eachassessment.• Skills for this unit of competency will be demonstrated in a simulated work environment.Students will demonstrate appropriate skills relevant to seven simulated workplace situationsand be observed by their assessor.• Students will have access to suitable facilities, equipment and resources, including a meetingroom and assessor or classmates adopting various roles to facilitate role plays relevant for thisunit of competency.• The trainer/assessor will satisfy the Standards for Registered Training Organisations (RTOs)2015/AQTF mandatory competency requirements. All trainers/assessors will complete a skillsmatrix relevant to this unit of competency.• You must read and tick the Declaration button on Moodle (LMS) when submittingassessment on-line• You must inform Trainer/Assessor if you have used Turnitin to ensure the authenticity of yourwork.Simulated meeting room:Students are given access to a meeting room to undertake the role play assessments.Scenarios and role play have been used as assessment methods for this unit to reflect the workplaceCHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 8 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021environment.Where role play is required in tasks, assessors and other students may be required to participate inthe role play; details of roles are explained in the individual tasks wherever role play is listed.Assessors will ensure that students have access to the necessary resources to complete theassessment. The resources required for each task are listed in the Student Assessment Booklet, whereappropriate.Resources required:The assessor will ensure that assessment is conducted in a safe environment and you have access tothe following resources for the unit.• Student learner’s guide.• Student Assessment Booklet.• Computer with internet connection.• Access to a simulated meeting room to undertake role play tasks.Clustering/holistic assessment:There is no provision for clustering of assessments in this unit.Competency requirements:To be judged competent in this unit, you will be required to demonstrate all indicators which areshown in the Marking Guide (assessor’s document).You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students withunsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent(NYC).Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence(authentic, current, sufficient and valid) prior to entering results into the competency record sheet.Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will begiven two opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC)after two reassessments in a unit of competency student will be required to repeat the unit as perthe scheduled delivery of the course. For further details, refer to RGIT Re-Assessment Policy and RGITCourse Progress Policy.Assessment tasks:To achieve competency in this unit, you must satisfactorily complete all the following assessmenttasks within the date and time specified in the session plan. This will demonstrate that you have allthe required skills and knowledge for this unit. AssessmenttasksAssessment descriptionDue dateLocation ofassessmentAssessment task1:This assessment includes scenariooutlining various workplace conditionsWeek 3RGIT classroom(Zoom during CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 9 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 Scenarioand students are required to respond toa number of questions.COVID – 19)Assessment task2:KnowledgequestionsThis assessment includes writtenquestions. Students must write answersin their own wordsWeek 3Needs to becompleted offcampus.Assessment task3:Role playThis role play needs to be undertaken inthe meeting room at an RGIT campusbased on provided scenarios. As part ofthese role plays, you are required topresent the communication plan,strategies and protocols theydeveloped and seek feedback fromcolleagues. You are also required todemonstrate mentoring and/orcoaching skills and appropriatestrategies in using digital media.Week 3Simulatedenvironment atRGIT campus. Outline of evidence to be collected:You must submit the following evidence to be marked competent for this unit. Your assessor willensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient, currentand authentic. Assessment task 1:Scenario• Answers to all questions provided in the scenario assessment• Cover sheet for assessment task.Assessment task 2:Knowledgequestions• Answers to all questions provided in the knowledge questions assessment• Cover sheet for assessment taskAssessment task 3:Role play• The checklist provided for the task will be completed by the assessor in theStudent Assessment Booklet• A new communication plan, a range of communication strategies andassociated protocols students developed for a community services team.• A record of feedback obtained from colleagues identifying opportunitiesfor continuous improvement relating to the communication plan,strategies and associated protocols.• A strategy students developed for using digital media to provideinformation and promote organisation to clients.• A record of feedback obtained from colleagues identifying opportunitiesfor continuous improvement relating to the strategy for using digital media. CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 10 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Administration, recording and reporting requirements:You must read and follow this information carefully while completing assessments for this unit ofcompetency and if you are unsure of any instruction, please contact your assessor to clarify.The assessments are intended to be equitable, fair and flexible.Submission of assessment:You must ensure that the completed assessment tasks are submitted along with the assessment coversheet:• Your assessor will mark the submitted assessment, provide feedback to you and complete thecomments section against each task, where applicable.• ALL tasks must be completed in legible English• You must submit all assessments on or before the due date specified by the assessor as perthe training plan.• Extensions for individual assessment tasks may be negotiated in specific circumstances withyour assessor/trainer. However, you need to provide genuine evidence documents whenseeking an extension to due date (e.g. extensions due to illness will require a medicalcertificate). To arrange an extension, you must speak to your assessor prior to the due date.Extensions must be confirmed by the trainer in writing.• You are permitted to use dictionaries and to seek support, as required.• Unless the assessment task specifically allows pair work or group activities such asbrainstorming, you must submit your own original work and must not copy the work of otherstudents. Plagiarism is unacceptable.• You can submit your assessment tasks through the learning management system.Recording an assessment result:Once the assessments have been completed, the assessor will record the assessment results on thestudent assessment record sheets and LMS/student management system and all results will beapproved by the course coordinator.Assessors will check that you have completed the student declaration prior to filling out theassessment sheet.Retaining assessment records:RGIT will securely retain all completed student assessment items for each student for a period of sixmonths from the date on which the judgement of competence for the student was made. RGIT willalso retain sufficient data to be able to reissue AQF certification documentation for a period of 30years.All assessment records submitted to the assessor for marking will be stored and retained properlyand will be uploaded to the LMS or a hard copy submitted to student administration for filing alongwith the evidence.The assessor will ensure that the student records are securely retained in accordance with the RGITrecord control policy accessible by the Student Administration Officer.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 11 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment outcomes:For unit of competency:There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent (requiresmore training and experience).You will be awarded C = Competent on completion of the unit when the assessor is satisfied thatyou have completed all assessments and have provided the appropriate evidence required tomeet all criteria in line with the Rules of Evidence. If you fail to meet this requirement, you willreceive the result NYC = Not Yet Competent and will be eligible to be re-assessed in accordancewith the RGIT’s policies and procedures.For assessment task:There are two assessment outcomes for tasks. S = Satisfactory and NS = Not Satisfactory.On the individual assessment cover sheet for assessment tasks you will be marked Satisfactory, ifyou have completed the task successfully, submitted all evidence and satisfied the assessmentcriteria and Not Satisfactory, if you have not completed the task, the evidence is not sufficient ordoes not meet the requirements.Re-assessment:If you are unsuccessful at achieving competency at the first attempt, you will be given two furtheropportunities for re-assessment at a mutually agreed time and date. For further details, refer to theRGIT Re-Assessment Policy and RGIT Course Progress Policy. As this is a competency basedprogram, the assessment continues throughout the program until you either achieve Competencyin the assessment tasks or a further training need is identified and addressed.Student access to records:You have the right to access current and accurate records of your participation and results at anytime. You can see your results or attendance progress by logging in to the Learning ManagementSystem at any time or you can request a copy of your records by contacting the studentadministration and the assessor.Support:You may seek clarification about the assessment information and the instructions and tasks at anytime from the assessor.Reasonable adjustments and special learning needs:RGIT Australia works to ensure that students with recognized disadvantages can access andparticipate in education and training on the same basis as other students. Disadvantages may bebased, for example, upon age, cultural background, physical disability, limited or non-currentindustry experience, language, numeracy or digital literacy issues.Where pre-training interviews and assessments reveal that a student may require special support orwhere, after enrolment, it is made apparent that the student requires special support, reasonableadjustments will be made to the learning environment, training delivery, learning resources and/orCHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 12 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021assessment tasks to accommodate the particular needs of the student. An adjustment isreasonable if it can accommodate the student’s particular needs, while also taking into accountfactors such as the student’s views, the potential effect of the adjustment on the student andothers and the costs and benefits of making the adjustment.Any adjustments made must:a. Be discussed and agreed to by the student.b. Benefit the student.c. Maintain the competency standards and course requirements as stipulated in the trainingpackage.d. Be reasonable to expect in a workplace.Reasonable adjustment may consist of:a. Providing additional time for students to complete learning and assessment tasks.b. Presenting questions orally for students with literacy issues.c. Asking questions in a relevant practical context.d. Using large print material.e. Extending the course duration.f. Presenting work instructions in diagrammatic or pictorial form instead of words andsentences.Complaints and appeals:If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In thefirst instance, you are encouraged to appeal informally by contacting the assessor and discussingthe matter with them. If you are dissatisfied with the outcome of such discussion, you may appealfurther to either the course coordinator and/or Head of Department. If you are still dissatisfied, youmay appeal formally and in writing to have the result reviewed. For more information, refer to theAssessment Policy and the Complaints and Appeals Policy and Procedures.Assessor intervention:Assessors will check if you are ready for the assessment, and defer the assessment if you are not.Feedback will be given to you at the completion of the assessment.
During role play, the assessormay act as a client, where required, but the assessor will not interfere with the assessment. If theassessment activities might impact on your safety or that of others, the assessor will stop theassessment immediately.Plagiarism, cheating and assessment dishonesty:RGIT considers plagiarism and cheating as a serious misdemeanour. Evidence of plagiarism andcheating is treated on a case by case basis and the consequences for students engaging in suchpractices may include failure of the assessment or unit or exclusion from the course. For moreinformation, refer to RGIT’s Assessment Policy.Assessor feedback:Assessors will provide feedback on the assessment that you have submitted. This can identify yourstrengths and weaknesses or be an overall comment on your submission. A copy of the feedbackCHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 13 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021along with your submission will be given to you and you must keep a copy of it throughout thecompletion of the course.Student Declaration: …………………………………………………………………… (Student Name)I have read and understand the information provided above and also understand and accept thatany act of plagiarism and academic dishonesty may have penalties including cancellation orsuspension of my enrolment with RGIT. I further declare that:• All assessment work submitted for this unit competency is my own original work and plagiarismand collusion has not occurred.• Assessment work has not been copied or submitted for any other unit/course.• I have taken proper care and effort to ensure my work has not been copied by another person.• I have retained a copy of this assessment for my own records in the event I have to reproducemy work.• I am aware that any assessment deemed unsatisfactory will require me to undergoreassessment which may be different to the one originally submitted.Student signature: ……………………………………………………… Date: ……/……/…….CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 14 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021This page is intentionally left blank.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 15 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment task 1 Cover Sheet: Student detailsStudent name:Student ID:Assessment detailsUnit of competency:CHCCOM003 – Develop workplace communication strategiesAssessment task:ScenarioDate of submission:Assessment Outcome: Satisfactory Not Satisfactory Not AssessedAssessor signature:Assessor name:Feedback:Student Plagiarism Declaration: By submitting this assessment to the college, I declare that thisassessment task is original and has not been copied or taken from another source except where thiswork has been correctly acknowledged. I have made a photocopy or electronic copy or photographof my assessment task, which I can produce if the original is lost.Assessor: I declare that I have conducted a fair, valid, reliableand flexible assessment of this student, and I have providedappropriate feedback. I also declare that I have undertaken theindicated assessment integrity checksPlagiarism check Yes No NACheck for copying/collusion Yes NoCheck for authenticity (own work) Yes NoCheating or use of model answers Yes NoSignature: …………………………………………………Date:………………………………………………………..Student: I have received,discussed and accepted myresult as above for thisassessment and I am aware ofmy appeal rights.Signature:……………………………….Date:……………………………………… CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 16 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment task 1: Scenario“The information provided here is based on the assessment tasks for CHCCOM003 – Developworkplace communication strategies provided by Aspire Training & Consulting. The intellectualproperty of this Student Assessment Booklet remains with Aspire Training & Consulting.”Required documents and equipment:• Computer with internet connection to refer to various resources (available at RGIT computerlab during COVID-19, ensure compliance with COVID-19 regulations when visiting thecampus).• Student Assessment Booklet.• Aspire Learners’ Guide for the unit CHCCOM003 – Develop workplace communicationstrategies (organised by the trainer).Instructions for students:This assessment will be conducted in the RGIT classroom with access to the resources listed above.You must satisfactorily answer all questions to be deemed Satisfactory for this assessment.Planning the assessment• Duration: Specified by RGIT due date• Access all resources mentioned in required resources either printed copies or access via theinternet.• Time required for assessment: 2 hours.• You must:○ Answer all questions in the scenario assessment.○ Complete them and submit in due timelines.○ Submit with a completed assessment cover sheet.• Your assessor will set a time to provide feedback.Evidence specifications: At the end of the assessment, you will be required to submit the followingevidence before the due date specified by the assessor:• Completed scenarios with all questions answered.• Cover sheet for assessment.Evidence submission:• Documentation can be submitted electronically.• Your assessor will record the assessment outcome on the assessment cover sheet.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 17 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment procedureYou will be provided with a briefing on the assessment and can seek clarification on the conduct ofthe assessment. You may seek clarification at any point in time during the assessment. If you feelyou need more time to complete the assessment, you must negotiate the time needed with theassessor. Following the assessment, your work will be assessed and marked as appropriate. If youhave provided insufficient responses or work that is not satisfactory, your assessor will engage withyou in a one on one discussion to identify the areas for improvement. In these situations, you will beprovided with written feedback and specific guidance on how to achieve a satisfactory outcome.You will be provided with additional time to address any deficiencies and must resubmit the workfor reassessment. Following receipt of your satisfactory work submission, the assessor will record theirobservations about your work within the assessment record. All students’ work will be retained asevidence. If you require a copy of your work, then you must retain a copy for yourself prior tosubmission.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 18 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Case study scenarios and questions:Read the case study, then answer the questions that follow.Case study 1Fiona manages a team within a disability services organisation. Fiona has been asked to assesssome of the organisation’s communication strategies to decide whether they are appropriate forthe current internal and external stakeholders.Currently all information to staff is disseminated verbally at weekly staff meetings. The organisation ispromoted 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 publicregarding disabilities and disability rights is provided in the form of written fact sheets that areavailable at the office or can be mailed on request.Consider these three contexts:Context 1: English as an additional languageThe 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 demographicsThe organisation provides services primarily for young people between the ages of 12 and 25.Context 3: Disabilities that can impact communicationFollowing the inclusive values of the organisation, there are also staff members with hearingimpairments and learning difficulties such as dyslexia.1. Identify three (3) communication strategies used in the case study. Explain why each of thesecommunication strategies is not suited to the context in which it is applied. AnswerOutcome❑ Satisfactory❑ Not Satisfactory2. Identify a process you would use to adapt the current strategy to suit Context 1. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 19 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 3. Identify a process you would use to adapt the current strategy to suit Context 2. AnswerOutcome❑ Satisfactory❑ Not Satisfactory4. Identify a process you would use to adapt the current strategy to suit Context 3. AnswerOutcome❑ Satisfactory❑ Not Satisfactory5. Explain why it is important to identify and follow processes when adapting communicationstrategies to suit new or changed contexts. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 20 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Read the case study, then answer the questions that follow.Case study 2Sandy is a 15-year-old Aboriginal girl and has just been referred to a supported accommodationservice. During the intake process, the worker Josie identifies that Sandy has some mental healthconcerns that have not yet been treated. Sandy also discloses that the reason she cannot live athome is that her mother’s boyfriend has been sexually abusing her. She tells Josie that she has notreported to the police or child protection and does not want to because she is safe now.Josie decides that a priority must be getting Sandy mental health care, so she identifies a youthmental health service and completes their referral form with all Sandy’s personal information andsends it to them. The next time she sees Sandy, she tells her she has referred her to the mentalhealth service.A few days after Sandy enters the accommodation, Josie overhears another worker discussingSandy’s case. She says, ‘What can you expect from an Aboriginal family? They’re pretty much allabusing their kids’. Josie asks the worker to come and talk to her about Sandy and the worker tellsJosie that she does not think it’s appropriate to have someone who is ‘crazy’ in theaccommodation as she ‘may be dangerous’. 6. Under what circumstances is it acceptable to disclose private or confidential information? AnswerOutcome❑ Satisfactory❑ Not Satisfactory7. What processes can you use to ensure Sandy’s information remains private and confidential?Provide two (2) examples. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 21 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 8. Identify two (2) examples of discrimination in this situation. AnswerOutcome❑ Satisfactory❑ Not Satisfactory9. Identify two (2) duty of care issues in this situation and explain how you would usecommunication to ensure duty of care is upheld. AnswerOutcome❑ Satisfactory❑ Not Satisfactory10.What legal and ethical processes and protocols would you follow with regards to mandatoryreporting in this case? AnswerOutcome❑ Satisfactory❑ Not Satisfactory11.What does informed consent mean? Did Sandy give informed consent? AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 22 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021This page is intentionally left blank.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 23 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment task 2 Cover Sheet: Student detailsStudent name:Student ID:Assessment detailsUnit of competency:CHCCOM003 – Develop workplace communication strategiesAssessment task:Knowledge questionsDate of submission:Assessment Outcome: Satisfactory Not Satisfactory Not AssessedAssessor signature:Assessor name:Feedback:Student Plagiarism Declaration: By submitting this assessment to the college, I declare that thisassessment task is original and has not been copied or taken from another source except where thiswork has been correctly acknowledged. I have made a photocopy or electronic copy or photographof my assessment task, which I can produce if the original is lost.Assessor: I declare that I have conducted a fair, valid, reliableand flexible assessment of this student, and I have providedappropriate feedback. I also declare that I have undertaken theindicated assessment integrity checksPlagiarism check Yes No NACheck for copying/collusion Yes NoCheck for authenticity (own work) Yes NoCheating or use of model answers Yes NoSignature: …………………………………………………Date:………………………………………………………..Student: I have received,discussed and accepted myresult as above for thisassessment and I am aware ofmy appeal rights.Signature:……………………………….Date:……………………………………… CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 24 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment task 2: Knowledge questions“The information provided here is based on the assessment tasks for CHCCOM003 – Developworkplace communication strategies provided by Aspire Training & Consulting. The intellectualproperty of this Student Assessment Booklet remains with Aspire Training & Consulting.”Required documents and equipment:• Computer with internet connection to refer to various resources (available at RGIT computerlab during COVID-19, ensure compliance with COVID-19 regulations when visiting thecampus).• Student Assessment Booklet.• Aspire Learners’ Guide for the unit CHCCOM003 – Develop workplace communicationstrategies (organised by the trainerr/assessor).Instructions for students:This assessment will be conducted as part of the student’s self-paced learning (in their own time)with access to the resources listed above.You must answer all knowledge questions as part of this assessment and you can submit answers ineither hand written or typed form.
The assessor will verify the authenticity of your work by askingquestions regarding the answers provided. You must satisfactorily answer all knowledge questionsto be deemed Satisfactory for this assessment.Planning the assessment:• Duration: Specified by RGIT due date• Access all resources mentioned in required resources, either printed copies or access via theinternet.• Time required for assessment: 3 hours.• You must:o Answer all questions in the knowledge questions assessment.o Complete them and submit in due timelines.o Submit with a completed assessment cover sheet.• Your assessor will set a time to provide feedback.Evidence specifications:At the end of the assessment, you will be required to submit the following evidence before the duedate specified by the assessor:• Completed Student Assessment Booklet with all questions answered.• Cover sheet for the assessment.Evidence submission:• Documentation can be submitted electronically.• Your assessor will record the assessment outcome on the assessment cover sheet.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 25 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Knowledge questions:1. List two (2) internal stakeholders you would need to consider when determining informationneeds for a community services setting you are familiar with AnswerOutcome❑ Satisfactory❑ Not Satisfactory 2. Give one reason why it is important to identify who the organisation’s competitors are whendeveloping communication strategies. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 3. Explain the meaning of communication channels. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 4. List two (2)types of traditional media used in community services settings. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 26 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 20215. List two (2) types of digital media used in community services settings AnswerOutcome❑ Satisfactory❑ Not Satisfactory 6. Provide an example of political factors that may influence the development of acommunication plan for a community services setting. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 7. Provide an example of economic factors that may influence the development of acommunication plan for a community services setting. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 8. Provide an example of social factors that may influence the development of acommunication plan for a community services setting. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 27 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 20219. Provide an example of technological factors that may influence the development of acommunication plan for a community services setting. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 10. Outline two (2) examples of organisation processes that support effective communicationchannels. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 11. Explain the difference between an official communication channel and an unofficialchannel and provide an example of each. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 12. Describe the general protocols, relevant to the following areas, that should exist in anorganisation to support effective written and oral communication.a. Internal communication hierarchies AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 28 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021b. Talking to the media AnswerOutcome❑ Satisfactory❑ Not Satisfactory c. Use of social media AnswerOutcome❑ Satisfactory❑ Not Satisfactory 13. Outline two (2) examples of appropriate etiquette when communicating with others in acommunity services setting. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 14. Identify four (4) key principles of mentoring. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 29 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 202115. Identify four (4) key principles of coaching. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 16. Briefly explain why it is important to maintain work-related networks and relationships to meetorganisation objectives AnswerOutcome❑ Satisfactory❑ Not Satisfactory 17. How work-related networks can assist to meet organisation objectives. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 18. Outline four (4) steps you would follow when implementing a process to evaluate acommunication strategy. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 30 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 202119. Explain what a conflicting interest is and provide one example. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 20. Why is it important to understand the organisation’s business or strategic plan whenconsidering communication strategies or plans? AnswerOutcome❑ Satisfactory❑ Not Satisfactory 21. How can a SWOT analysis assist in developing a communication plan? AnswerOutcome❑ Satisfactory❑ Not Satisfactory 22. Identify two (2) possible communication barriers, restraints or difficulties that should beconsidered in a communication plan and give an example for each. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 31 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 202123. Describe the following two (2) elements that should be included in any consideration offinancial implications in a communication plan.a. Budgeting AnswerOutcome❑ Satisfactory❑ Not Satisfactory b. Return on investment: AnswerOutcome❑ Satisfactory❑ Not Satisfactory 24. Briefly explain why it is important to prepare information and resources to support theimplementation of communication protocols AnswerOutcome❑ Satisfactory❑ Not Satisfactory 25. Briefly explain why it is important to present information to staff regarding communicationstrategies, protocols and organisation standards. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 32 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 202126. Organisations have information that is produced and shared inside the organisation andexternally to other stakeholders. Briefly describe the difference between internalorganisational information and external organisational information needs. Provide two (2)examples of each. AnswerOutcome❑ Satisfactory❑ Not Satisfactory 27. Identify any four (4) areas you should include when developing processes and protocols inline with communication strategies. AnswerOutcome❑ Satisfactory❑ Not Satisfactory CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 33 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment Cover Sheet: Student detailsStudent name:Student ID:Assessment detailsUnit of competency:CHCCOM003 – Develop workplace communication strategiesAssessment task:Role playDate of submission:Assessment Outcome: Satisfactory Not Satisfactory Not AssessedAssessor signature:Assessor name:Feedback:Student Plagiarism Declaration: By submitting this assessment to the college, I declare that thisassessment task is original and has not been copied or taken from another source except where thiswork has been correctly acknowledged. I have made a photocopy or electronic copy or photographof my assessment task, which I can produce if the original is lost.Assessor: I declare that I have conducted a fair, valid, reliableand flexible assessment of this student, and I have providedappropriate feedback. I also declare that I have undertakenthe indicated assessment integrity checks.Plagiarism check Yes No NACheck for copying/collusion Yes NoCheck for authenticity (own work) Yes NoCheating or use of model answers Yes NoSignature: …………………………………………………Date:………………………………………………………..Student: I have received, discussedand accepted my result as abovefor this assessment and I am awareof my appeal rights.Signature:……………………………….Date:……………………………………… CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 34 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Assessment Task 3: Role playRequired documents and equipment• Access to a meeting room that is well arranged and neat with:o Appropriate seating arrangements for 5- 6peopleo Projectoro Pointer (to be organised by the assessor)o Computer with internet connectivity and power point applicationo Pen and paper to make notes, if necessary.• The assessor playing the role of the colleague or supervisor, where required.• Classmates playing the roles of co-workers or clients, where requiredInstructions for studentsThis assessment will be conducted in an allocated interview room at the RGIT campus. You mustdemonstrate adequate skills required to complete all identified tasks in order to achieve asatisfactory outcome for this assessment.Planning the assessment• Recommended date for assessment: After Session 7.• Access all resources.• Time required for assessment: 1 hour.• The student must:o Read the role play scenarios and respond to the identified tasks.o Develop the following, as required or outlined in each task, prior to the role playsessions:▪ A new communication plan including a range of communication strategies fora community services team.▪ Associated communication protocols including typical workplace reportingprocesses.▪ A strategy for using digital media to provide information and promoteorganisation to clients.o Complete all activities in due timeline.Evidence specifications• You are not required to submit the following additional documents as part of this assessment.:o A new communication plan, a range of communication strategies and associatedprotocols you developed for a community services team.o A record of feedback obtained from colleagues identifying opportunities forcontinuous improvement relating to the communication plan, strategies andassociated protocols.o A strategy you developed for using digital media to provide information and promotethe organisation to clients.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 35 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021o A record of feedback obtained from colleagues identifying opportunities forcontinuous improvement relating to the strategy for using digital media• The assessor will complete the checklist provided for the role play based on your performanceand ensure they set a time to provide feedback.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 36 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Role play task and observable behavioursRole play scenario:Assume that you are a senior team leader for the community services team in ABC CommunityServices. You report directly to the Community Services Director.Your team consists of two (2) community care workers, a case manager and a bus driver. Yourteam members are from diverse cultural and linguistic backgrounds, i.e. Australian, Chinese andItalian. Your team provides a ranges of services such as home care, case management andtransportation services to a community predominantly occupied by older Australians includingAboriginal and Torres Strait Islander people and Chinese immigrants.The ABC Community Services aims to provide culturally safe and need based services to thecommunity. There is zero tolerance to violence in your organisation.Task 1:You are required to:• Develop a new communication plan including a range of communication strategies tomeet your organisation’s needs and goals.• Develop associated communication protocols in line with communication strategies foryour team including typical workplace reporting processes.• Present the organisation’s standards, communication strategy and associated protocolsyou developed for the team using appropriate presentation media in a meeting room.• Obtain feedback from your colleagues identifying opportunities for continuousimprovement.Appropriate presentation media could include:• A PowerPoint presentation including relevant content related to the new communicationstrategy and associated protocols you developed.• Projector and pointer.You must include the following in your communication plan and associated protocols:• Identify internal information needs related to your team and services the team provides.• Identify external information needs related to your team and services the team provides.• A range of communication strategies to meet organisation needs and goals.• Strategies to address competing or conflicting interests.• Identify information and resources you require to support the implementation ofcommunication protocols.Submit the following as additional attachments as part of this assessment:• Communication plan including strategies and associated protocols you developed.Alternatively, you could submit the PowerPoint presentation you developed includingrelevant content related to the new communication strategy and associated protocols asadditional evidence.• A record of feedback obtained from your colleagues identifying opportunities forcontinuous improvement.You should request your classmates to play the roles of co-workers for this task.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 37 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Task 2:You observe a community care worker providing verbal information on services offered by yourorganisation to a client and their carer in English. The client is from an Aboriginal and Torres StraitIslander background and is not fluent with English. The carer has a partial hearing impairment. Thecarer looks confused.Demonstrate appropriate mentoring and/or coaching to staff relevant to the scenario. You mustalso model effective oral communication with the client and carer.Your assessor will play the role of the community care worker.You should request your classmates to play the roles of the client and carer for this task.Task 3:Develop a strategy for using digital media to provide information and promote your organisation toclients. The strategy may include, but is not limited to, the use of any digital media such as websites,email, blogs and social media sites such as Facebook and Twitter.Implement this strategy with any two (2) colleagues and assist them to comply with it when usingany form of digital media to provide information and promote your organisation to clients. Assistyour colleagues to use effective and appropriate written communication when using digital media.Obtain feedback from your colleagues identifying opportunities for continuous improvement inrelation to the strategy you developed. A record of feedback obtained from colleagues identifyingopportunities for continuous improvement relating to the strategy for using digital media.You should request your classmates to play the roles of your colleagues.Submit the following as additional attachments as part of this assessment:• A strategy you developed for using digital media to provide information and promote theorganisation to clients.• A record of feedback obtained from colleagues identifying opportunities for continuousimprovement relating to the strategy for using digital media.CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 38 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021Observation checklist – to be completed by the assessor. Task 1 – Marking criteriaStudent’sresponse (to becompleted bythe assessor)During the demonstration, the student:Identified internal communication needs such as those related to policies,procedures and services documentation.S NSIdentified external communication needs such as those related to services andprograms the organisation delivers, fact sheets and web pages on various issuesrelevant to the organisation.S NSDeveloped a communication plan outlining a range of communication strategiesrelating to verbal and written communication.S NSIdentified strategies to address competing or conflicting interests, e.g. opencommunication and investigating potential
influences that may undermine theobjectivity or
integrity of an individual or organisation.S NSPrepared protocols providing guidance of what was considered acceptablecommunication behaviour in the organisation., e.g. ensuring cultural safety, usingcomputers and social media, communication hierarchy etcetera.S NSIncluded information on workplace reporting processes in the protocol, e.g.community care workers, case manager and bus driver report to the team leaderand the team leader reports to the Community Services Director.S NSPrepared information and resources to support the implementation ofcommunication protocols:• A copy of the new strategy for staff or a PowerPoint presentation• A written resource outlining culturally appropriate communication practices• An example of how the strategy could be used to promote the newprogram, such as information to put on the organisation’s website.S NSPresented the communication plan using appropriate presentation media such asPowerPoint presentation, projector, pointer etcetera.S NSGathered and recorded feedback obtained from colleagues identifyingopportunities for continuous improvementS NS CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 39 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 Task outcomeS NSAssessor’s remarksAssessor’s signatureAssessment dateStudent’s signature anddate CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 40 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 Task 2 – Marking criteriaStudent’sresponse (to becompleted bythe assessor)During the demonstration, the student:Greeted the client, carer and the community care worker.S NSAsked the client and carer, without offending the community care worker, whetherthe information was clear to them and what else they wanted to know.S NSUsed appropriate body posture, eye contact and simple English.S NSAsked whether they needed an interpreter or cultural broker to support them.S NSCoached the community care worker on areas relating to their performance andthe development of communication skills.S NSDiscussed the importance of applying culturally safe communication strategies andaddressing diversities.S NSOffered learning opportunities geared to individual needs of the community careworker, e.g. shadowing with a senior community care worker.S NSTask outcomeS NSAssessor’s remarksAssessor’s signatureAssessment dateStudent’s signatureand date CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 41 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 Task 3- Marking criteriaStudent’sresponse (to becompleted bythe assessor)During the demonstration, the student:Developed a strategy for using digital media to provide information and promote theorganisation to clients.S NSImplemented this strategy with two (2) colleagues.S NSProvided information to colleagues about the strategy and clarified their concerns.S NSAssisted them to comply with it when using any form of digital media to provideinformation and promote their organisation to clients, e.g. using appropriate writtencommunication when writing emails or using social media.S NSObtained and recorded feedback from their colleagues identifying opportunities forcontinuous improvement in relation to the strategy they developed.S NSTask outcomeS NSAssessor’s remarksAssessor’s signatureAssessment dateStudent’s signatureand date CHCCOM003Develop workplace communication strategiesStudent Assessment BookletPage: 42 of 42Version: 3.0 Responsibility: Course Coordinator Last Reviewed: February 2021 Competency Record Summary SheetStudent’s name:Student’s ID:Assessor’s name:Date ofcompletion:Unit of competency:CHCCOM003 – Develop workplace communication strategiesAssessmentsStudent resultsSatisfactoryNotSatisfactoryNotCompletedAssessment 1: Knowledge questionsAssessment 2: Case studyAssessment 3: Role playComments:Unit outcome:Competent Not Yet CompetentIs re-assessment required?Yes NoAssessor’s signature:Date:Student’s signature:Date:

QUALITY: 100% ORIGINAL PAPER – NO PLAGIARISM – CUSTOM PAPER

Leave a Reply

Your email address will not be published. Required fields are marked *