Part A – Communicating at Work (short answer questions) 1.Describe in one paragraph what a communications strategy is and what contribution it can make to an organisation. Communication strategy can be developed though regular flow of information among employees. Opportunities can be generated by service users in order to communicate their needs and expectation. Objectives should be build firstly and planning should be done to communicate the information (Sabone and et.al., 2015). Finally it should be executed through effective communication. Through effective communication, functioning of organisation becomes smooth. It is the building block which helps in measuring and reporting of tasks. 2.What strategies might you use for communicating with the family of an older client who accesses HACC services? They do not speak, read or write in English, but are fluent in Arabic. Verbal communication can be used with this family who accesses HACC services. Communication should be done at lower pace with complete eye contact. Addressing should be done by using dear like words. 3.Describe what a network is, and why they are useful in the community services sector? Network is a series of services provided to local people from one organisation to another. Community network helps in finding communication technologies and fresh information. It can tackle issues prominently and ensures that information is fresh. 4.Why should the use of jargon be avoided to ensure all communication with clients is appropriate to individual needs? Jargon should be avoided so that communication can be cleared up between two persons. Their should not be any confusion or chance of miscommunication.Jargon complicate communications. 5.Identify five things that might be said to reflect good practice when giving feedback or advice. Specific in words, Positivity, Constructive, immediate and result-oriented feedback should be there. 6.a) Read the following policy and re-write it so that it is non-discriminatory No staff will take time off work for activities such as prayer, smoking or breastfeeding without approval from their supervisor. Supervisors will use their own discretion whether time will be allowed or not.
Staff of organisation are not allowed to take time off for activities like smoking, prayer or breastfeeding without prior permission of their supervisors. Supervisors are allowed to use their own discretion in case time would be allowed for this work or not. b) what is the duty of care of the supervisor? Supervisors will take care of these activities and all these tasks would be conducted under his/her guidance. 7. Abbeyfield children’s Disability Services has a very comprehensive crisis communication plan to cover emergency issues for children, including reporting of child abuse, injuries to children and abduction. Today one of the children have disclosed to staff that she has been sexually abused by a trusted family member. How will the crisis communication plan assist the staff member to report the abuse correctly? Abbey Field children's disability Services would send an emergency a team of social workers and provide help to family of abused child. It will take help of The Child Protection Act on behalf of which professional staff of Disability Services would report case of suspected abuse. 8.Read the following statements that relate to coaching or mentoring and circle the correct answer. StatementCoaching or mentoring (circle the correct answer) A safe environment where a person can share issues that are affecting their professional practice COACHINGMENTORING Showing someone how to do something more effectively – e.g. communicate with clients COACHINGMENTORING A long term relationship that may deal with a variety of issues COACHINGMENTORING Develops an individual for futureCOACHINGMENTORING
Used for teaching someone the procedures of a job COACHINGMENTORING 9.a) In the following table make a list of four traditional and four non-traditional media – and what each may be used for: Traditional MediaUses TelevisionMarketing of Products RadioPublic communication NewspaperAdvertising MagazinesB2B companies Non-Traditional MediaUses E-mailsOnline Messaging Social MediaProduct Marketing Mobile Tex-tingCommon Public FlyersOrganisations b) Social media is often used for business purposes now. What are five social media etiquettes that should be used to make sure business communication remains effective and appropriate? Five social media etiquettes are: To maintain good reputation, good manners have to be developed online with clients Content should be managed properly Profile should be filled with information about organisation. Avoid jargon while conversation with customers and clients (Pagnamenta and et.al., 2016). Valued information should be offered and always check out people that have to be followed. 10.Read the following email that was proposed to be sent to all staff at a community services organisation. Luckily the Communications Manager was made aware of this all staff email before it was sent out as it broke many of the communications protocols for the organisation he cancelled the correspondence and sent Johnny Not-Clever for performance counselling and training in effective communication.
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You need to answer the following questions: a)What would have been the political implications of this “All Staff” circular if it had been sent out? Power and political up and down plays an important role for organisation. Government tariffs may impact “All Staff” at large extent b)What economic impact could this have had on the organisation that was going to publish this circular? Inflation, tax rate could be have influenced organisation that was going to publish this circular. c)What social impact could this have had on the Australian population if the information had hit the media? Changes in market trends could have taken place and increase and decrease of demand in Australian population are some social impacts.. d)What problems are there with the technology in sending out a confidential “All Staff circular” by email? Information can be hijacked or messages can be read by other people in digital technology (Doppelt, 2017). There is no guarantee of security while sending a confidential message.
Unit of Competence CHCCOM003 Develop workplace communication strategies Student’s Name Date of assessment Assessor’s Name Assessment Assessment Activities – Short Answer Questions QuestionSatisfactoryNot SatisfactoryComments 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.a 10.b 10.c 10.d Reasonable adjustment notes: The student’s overall performance is: SatisfactoryNot Satisfactory Is re-assessment necessary?YesNo Assessor signatureDate
Student signatureDate
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Part B – Communicating Together (short answer questions) – 1.List a number of groups of which you have been, or are a member of (e.g.: family, work, social, supporting, community etc). I have been member of two groups. They are Community Service organisation and Abbey Field Children's Disability group. 2.a) Who are the stakeholders in this group? In this group are communities, government agencies, suppliers from which business draws its resources. b) What is the purpose of this group? Main purpose of this group is to provide help to disable children and kids suffering from domestic violence. c) How does this group go about achieving its purpose? Purpose can be achieved by focussing on the goals and working honestly. 3.What are the communication needs of this group? Break this down into communication needs internal to the group and external to this group. There should be proper verbal communication among employees of this group. Employees should communicate properly. Proper communication should be there between suppliers and organisation. 4.Arethereanycompetingorconflictinginterestswithgroup members or stakeholders of this group? No, employees know their tasks effectively and there is no miscommunication so no conflicts can arise. 5.What are the official communication channels for this group? Official communication channels are providing company’s newsletter, reports, memoranda and review meetings in which goals can be discussed. 6.Complete a SWOT analysis for this group. Company's SWOT analysis determines its strengths, weaknesses, opportunities and threats. It has effective employee and good communication skill which its strength and low profit which is weakness, workforce diversity and digital opportunity which its opportunity and competition in market which could be its upcoming threats.
7.Vanessa, one of the members of your group, is vision impaired. How would you address the specific communication needs Vanessa has as an individual in group discussions? Vanessa is vision impaired so verbal communication could be the best technique for her. She can hear properly and effectively.
Unit of Competence CHCCOM003 Develop workplace communication strategies Date of assessment Assessor’s Name Assessment Assessment Activities – Part B Communicating Together QuestionSatisfactoryNot SatisfactoryComments 1. 2. 3. 4. 5. 6. 7. Reasonable adjustment notes: The student’s overall performance is: SatisfactoryNot Satisfactory Is re-assessment necessary?YesNo Assessor signatureDate Student signatureDate
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Part C – Scenario: Brian’s new role Brian has recently begun work as a team leader in a community outreach service. The service provides case management, counselling and practical support to older clients who are homeless or at risk of becoming homeless. Many of the clients have a mental illness or issues with drug or alcohol abuse. Staff members work across many fields and typically spend some time in the office and some time out working directly with clients. The stated vision of the organisation is “Quality support by people who care’. However, the organisation has had issues with communication. A recent communications survey found poor recording of confidential client 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 the organisation was moving offices by reading the local newspaper rather than hearing about the change at work. Brian has been asked by senior management to develop a communications plan for his work team. He currently supervises 7 caseworkers who work directly with clients. This plan is to include: 1.An introduction, explaining the current situation Communication plan aims at improvement in maintaining communication records of organisation and proper management of work that has been hindered by miscommunication among employees (Ameen and et.al., 2015). 2.AbriefexplanationofrelevantFederallegislationabout communicationspractices.Thiswillincludethedate,asummary explaining the legislation’s relevance and a paragraph explaining why adherence to the legislation is important given the organisation’s typical client group. Federal Legislation implemented some of its rights in 2009. Organisation should comply with its laws because it is benefited from community's basic services so company must owe to it. No trust is build up without compliance function and there are chances of destruction of firm's reputation (Lando, 2014). Compliance work for for its innovation and change. 3.A plan on how to improve communication flow. The plan is to includehowinformationfrommanagementwillbesharedmore promptly and effectively with staff. Brian has also been asked to give reasons as to why this is important. The plan will also include how this communication flow will be monitored and reviewed for effectiveness. The plan will be presented as a flow chart and short report.
Communication can be improved by creating communication space friendly, holding meetings weekly to discuss changes in organisation, nothing should be over communicated. All these factors make flow in communication. 4.Recommendations for several different ways information can be disseminated to staff and other stakeholders such as clients, including to those with special communication needs. Through email and social media information can be disseminated to staff. 5.How coaching may be included within the organisation’s communication plan to improve staff recording of confidential details. Mentoring can be done by conducting weekly meetings and discussions so that all goals can be communicated properly to employees. 6.How the development of a communications plan will contribute to the organisation’s objectives. Communication plan helps in acquiring team's objectives. There is clearance of goals among employees. Development of communication plan helps in proper management of information and build healthy relationships. Company increases its productivity and valuable feedbacks are received (Williams, 2017). A culture of open communication is maintained. In order to gather information to inform his report, Brian decides to call a team meeting, where staff can suggest ways to improve communication. He sets an agenda for the meeting, and then emails it to his staff, along with the date and time the meeting will be held. 7.Keeping in mind the report Brian is to prepare, set an objective for the meeting and prepare an agenda. Brian Community Plan July Meeting Agenda Community Plan Update 5:00 pm-7:00 pm, 121,High Tower Street, Australia Call to introductions: Introductions of all new and existing participants. Keeping track of time and properly volunteer the notes. Objectives to be discussed: 1. Targets to be achieved to be achieved by every group
2. Orders must be completed on time. 3. No Miscommunication among employees. Review Improvement principles: Discussing Communication plan, questions and principles that underline the project. Questions: 1.Do employees have clear understanding of goals? 2.What kind of personnel would be required to operate communication plan? 3.What budget is needed to execute this plan? 4.What level of resources are required for the completion of communication plan? 5.Are communication vehicles available in company? Principles: 1.Information should be relevant and clear. 2.There should not be use of jargon while communicating all the time. It should be accessible to targeted audience. 3.Planned activity must be delivered time to time. Review Project plan: Plan will be presented and general items and deadline would be set. Identification and allocation of resources would be done. Recap: Assignments and decisions would be reviewed. Date and time for next meeting will be confirmed. Meeting agenda should be finished by 7 PM. Discussing Communication plan, questions and principles that underline the project. Questions: 6.Do employees have clear understanding of goals? 7.What kind of personnel would be required to operate communication plan? 8.What budget is needed to execute this plan? 9.What level of resources are required for the completion of communication plan? 10.Are communication vehicles available in company? Principles: 1.Information should be relevant and clear.
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2.There should not be use of jargon while communicating all the time. It should be accessible to targeted audience. 3.Planned activity must be delivered time to time. 8.Draft an email to send to the team, including the date, time and reason for the meeting. After receiving Brian’s email, Jana, a case worker who has been with the organisation for many years, refuses to come to the meeting. She argues it will take important work time out of her day. To:leader@gmail.com CC:admin@gmail.com Subject: Meeting on 19thJuly 18 at 5 PM Dear XYZ, This is to inform you that management has decided to organise a meeting regarding communication plan. Kindly, inform your team for this meeting. Be sure all existing and new employees should be present in two days because all necessary activities and tasks would be discussed among employees and management. Thank You, Regards, Brian 9.What steps can Brian take to address the conflict and ensure Jana attends the meeting? What communication techniques could Brian use in his conversation with Jana to achieve a positive outcome? Proper communication strategies can be applied to resolve conflicts among employees. Brian should converse wisely with Jana about his work and can postponed for a day. 10.Write the communication plan. The written sections should be at least 2 pages in length, with the flow chart on a separate page. The plan can include dot-point lists and tables as appropriate. Flowchart representing a communication plan of organisation.
This communication plan includes collection of information, project variance which would be performed by employees. There are chances of scope, change and controlling of task and activities during work. Project would be cost effective. Budget has already decided. Reporting of performance would be there so that information distributed can be known. Schedule would be properly controlled. After the assessment of tasks everybody would learn Project baseline setting Communication Planning Status Collection Project variance Reviews of Project Scope, change and controlling Cost controlControlling of Schedule Lessons Learned Project Closing Performance Reporting Distribution of Information
lesson and project will be closed finally. Project reviews must contain the goals and the purpose of it. Every employee should know why and how the task would be completed. There should be no miscommunication between management and employees. Various strategies must be applied and communication vehicles should be undertaken for the success of plan. Reporting should contain feedbacks of targeted audience from which conclusion can be drawn effectively. A week later, Brian receives a complaint from a client who believes her right to privacy is being infringed upon by a case worker who has passed information on to the organisation’s medical staff. The case worker insists it is part of their job to feed information back to medical staff. 11.How could Brian use negotiation and conflict resolution strategies to negotiate issues with the client and case worker and facilitate an outcome that is acceptable to both parties? Brian should address problems privately ad can deal with problems in most appropriate manner. Staff should be involved for communication so that everyone can put their views. While resolving disputes, active listening techniques should be used. In difficult conversation, silence should be there (Body, 2016). This allow time to other to express their views. There should be proper understanding of other's views and solutions should be quickly taken. Thoughtfulness should be encouraged while dealing a problem or resolving any conflict. Some conversations can be solved with a polite call or e-mail. Conflicts become a part of every leader's life. Thus, Brian should follow these factors to resolve conflicts and negotiate politely with client and case worker. 12.How might Brian respond to this incident to ensure his team understand their obligations in relation to confidentiality and duty of care and are aware of the organisation’s procedures for sharing information relating to clients. This can be done by adhering to some organisational rules and regulations which should be followed strictly by members .Brian should store private data on laptops and should explain the importance of confidentiality of information among employees.Privacy Act 1974 should be implemented in the company and only relevant information should be shared to clients. Confidentiality is a can be described as public and sensitive. Thus, it should not be shared publicly. 13.IftheclientremainsaggrievedafterBrianhasattemptedto resolve the conflict, what steps could Brian take to report on and resolve the issue? Communication skill training must be provided to employees and weekly meetings should be set so that reasons get clear behind conflicts. All types of blames and jargon should
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be avoided while communication. There should be more use of emails while delivering any important information. Team building activities should be implemented and powerful communication channels should be build up. There should be proper understanding of employees' emotional response (Rasubala and Matthews, 2017). A leader should be aware rather than aggressive of activities. Regular feedbacks should be attained through employees. Conflict resolution protocol must be created that can pay large dividends in future.
Unit of Competence CHCCOM003 Develop workplace communication strategies Student’s Name Date of assessment Assessor’s Name Assessment Assessment Activities – Part C – Brian’s new role QuestionSatisfactoryNot SatisfactoryComments 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11 12 13 Reasonable adjustment notes: The student’s overall performance is: SatisfactoryNot Satisfactory Is re-assessment necessary?YesNo Assessor signatureDate
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Part D - Presentation You are required to present to the class a 10-15 minute talk you have prepared on behalf of an organisation. Use a real-life situation or select a topic that interests you and is relevant to your work and study areas. For example, you may present your findings from a recent project; discuss changes to an area of legislation or present factors that affect a health issue such as alcoholism or obesity. You must take at least two questions from the audience and respond to these appropriately and professionally. You will be assessed on your ability to: a)follow cultural protocols b)meet audience needs and consider the needs of any client groups c)engage the audience effectively with well-researched material d)usetechnologysafelyandappropriately,youarerequiredto presentation media e)work within time frames f)answer questions appropriately and professionally g)encourage contributions from the audience h)represent the organisation in a professional manner.
Unit of Competence CHCCOM003 Develop workplace communication strategies Assessor’s Name Assessment Assessment Activities – Presentation Skill SetSatisfactoryNot SatisfactoryComments Introduction of the topic Valid development of the topic Ability to engage the audience Suitability of the presentation for the purpose of the audience Voice, clarity, pace and fluency Use of visual aids Conclusion of topic Follow cultural protocols Answer questions appropriately Reasonable adjustment notes: The student’s overall performance is: SatisfactoryNot Satisfactory Is re-assessment necessary?YesNo Assessor signatureDate Student signatureDate
Introduction: Disability Services Australia help people who have health issues like obesity and alcoholism. This organisation always strive for better environment, put people first and make sustainable and ethical decisions. Social workers try to meet needs of targeted audience and follow cultural protocols (Rasubala and Matthews, 2017). Effective communication is required for a planned approach. This project includes factors that influence obesity or alcoholism. Some changes are required in area of legislation. A real survey was done in South Australia of adults aged 18 years and above. South Australian Monitoring and Surveillance (SAMSS) randomly selected people who were suffering from chronic disease and obesity. Questions asked from them are : 1. What factors are responsible for obesity in adults and youth? Obesity is caused by due to large amount of cholesterol in the body and lack of exercises. It is also caused dur to use of junk food and overeating. According to audience it is also caused dur to lack of physical exercise. Thus, environmental and psychological factors are included for excess weight gain. 2. How obesity may lead to medical problems? Obesity may cause sudden heart attack, cancer and breathing problems. According to survey 2.8 million people die every year (Wallace, Brown, and Hilton, 2014). In 2014-215 it has been noted that 63.4 % of Australian adults are overweighted. It is the major cause of cardiovascular disease.
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REFERENCES: Ameen, M., and et.al., 2015. Strategic Communication Plan for Rocky Mountain National Park. Body, S.E.P., 2016. Communication Plan 2014-2020. Doppelt, B., 2017.Leading change toward sustainability: A change-management guide for business, government and civil society. Routledge. Lando, A.L., 2014. The critical role of crisis communication plan in corporations' crises preparedness and management.Global Media Journal.7(1). p.5. Pagnamenta, A., and et.al., 2016. Impact of a communication strategy on family satisfaction in the intensive care unit.Acta Anaesthesiologica Scandinavica.60(6). pp.800-809. Rasubala, R. and Matthews, K., 2017. Communication Plan for Albany Parks & Recreation Strategic Planning and Cases. Rasubala,R.andMatthews,K.,2017.ComprehensiveCommunicationPlan:WP5– Cooperation with stakeholders. Sabone, M., and et.al., 2015. Evaluation of a male circumcision communication strategy for HIV prevention in Botswana.International Journal of Public Health Research.3(2). pp.49-57. Wallace, L.M., Brown, K.E. and Hilton, S., 2014. Planning for, implementing and assessing the impact of health promotion and behaviour change interventions: a way forward for health psychologists.Health psychology review.8(1). pp.8-33. Williams, M.J., 2017. Labor Management Principles in the Communication Discipline: Developing a Communication Plan Based on an Organization Analysis.