Develop Workplace Communication Strategies - CHCCOM003

This document provides a case study and questions related to developing workplace communication strategies. It covers topics such as adapting communication strategies to suit different contexts, identifying and addressing discrimination, and maintaining privacy and confidentiality. The case study focuses on a disability services organization and a supported accommodation service.

CHCCOM003 - Develop workplace communication
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Submission Summary
Candidate name: Contact:
Assessor name: Contact:
Assessment Site
(ifapplicable)
Assessment
Date(s) w/
attempt number
Assessm
ent
Outcome
Satisfact
ory
(Yes)
Not yet
Satisfacto
ry (No)
Assessor
Comments:
The assessment task is due on the date specified by your assessor. Any
variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See
“Specifications” below for details.
Note: Ensure you keep an electronic copy of this completed assessment for future use.
Throughout this unit, you will be expected to show your competency of the
elements through observations or demonstrations. Your instructor will have a
list of demonstrations you must complete or tasks to be observed. The
observations and demonstrations will be completed as well as the activities
found in this workbook. An explanation of demonstrations and observations:
Demonstration is off-the-job
A demonstration will require:
 Performing a skill or task that is asked of you;
 Undertaking a simulation
exercise. Observation is on-
the-job
The observation will usually require:
 Performing a work-based skill or task;
 Interaction with colleagues and/or customers.
Your instructor will inform you of which one of the above they would
like you to do. The demonstration/observation will cover one of the unit’s
elements.
CHCCOM003SUMMATIVE ASSESSMENT TWO
Develop workplace communication strategies
SUMMATIVE ASSESSMENT
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Observation/Demonstration

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The observation/demonstration will take place either in the workplace or the
training environment, depending on the task to be undertaken and whether it is
an observation or demonstration. Your instructor will ensure you are provided
with the correct equipment and/or materials to complete the task. They will
also inform you of how long you have to complete the task.

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You must be able to demonstrate essential knowledge required to effectively do
the task outlined in Elements of this unit:
1. Develop communication strategies
2. Establish communication protocols
3. Promote the use of communication strategies
4. Review communication practices
You should also demonstrate the following foundation skills
 Initiative and enterprise
 Learning
 Numeracy
 Oral communication
 Planning and organising
 Problem solving
 Reading
 Self-management
 Teamwork
 Technology
 Writing
You also must be able to demonstrate essential knowledge required to
effectively complete tasks outlined in elements and performance criteria of this
unit, manage tasks and manage contingencies 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:
o privacy, confidentiality and disclosure
o discrimination
o duty of care
o mandatory reporting
o informed consent
 organisation communication channels, including:
o special communication needs of personnel
SUMMATIVE ASSESSMENT
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Summative Assessment Objectives

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o organisation processes and hierarchy

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o official communication channels
o existing organisation protocols and etiquette for communication
o possible communication barriers, restraints, difficulties
 a range of different communication strategies and plans including crisis communication
plans
 financial implications including budgeting and return on investment
 mentoring and coaching principles and practices
 traditional media
 digital media including types, etiquette and marketing
 evaluation processes
Complete the following activities individually or in a group (as applicable to the
specific activity and the assessment environment).
Candidate must provide to the Assessor:
 Answers to all questions, commensurate with a Diploma level qualification.
SUMMATIVE ASSESSMENT
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Assessment Specifications

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 There are no pre-requisites needed for this unit of competency.
 Make sure you understand the overall assessment process; if you have any
questions, please contact your Trainer/Assessor.
 Please complete the activities and upload your submission to the Learning
Management System (Moodle), in the appropriate unit of competency. Look for
the heading ‘Upload your assessment task here’.
 Unless otherwise stated, 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 Trainer/Assessor or other
personnel but may refer to reference material as needed.
 Third Party sources must be referenced using APA style.
 All assessments will be checked for plagiarism.
 To be deemed ‘Satisfactory’ in the Summative Assessment 1: Knowledge
Based Questions, all questions need to be answered correctly.
 To be deemed ‘Satisfactory’ in the Summative Assessment 2: Case Study, all
questions need to be answered correctly.
 To be deemed ‘Satisfactory’ in the Summative Assessment 3: Practical
Activities, all activities must be undertaken correctly, in a safe manner and
satisfy assessment conditions.
 If you are assessed as being ‘Not Yet Satisfactory’ or ‘Not Yet Competent’, you
will be provided with oral and written feedback on areas needing improvement.
 To be deemed ‘Competent’ in the unit of competency, all summative assessments must
be completed.
 Should learners wish to appeal an assessment decision, they should refer to
the Complaints and Appeals Policy.
Learner Declaration
I declare that no part of this assessment has been copied from another person’s
work with the exception of where I have listed or referenced documents or work and
that no part of this assessment has been written for me by another person.
Learner’s signature:
Date:
Instructions to Candidate
SUMMATIVE ASSESSMENT
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© 2020 TrainSmart Australia
SUMMATIVE ASSESSMENT TWO
Case Study Questions
SUMMATIVE ASSESSMENT
TWO
Read the case study, then answer the questions that follow.
Case Study #1 (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

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SUMMATIVE ASSESSMENT
TWO
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.
Answe
r
Three communicational strategies that were being used by
Fiona, manager pf disability services manager are: Verbal
communication at weekly staff meeting, sending brochures,
posters in English language to external stakeholders and
written fact sheets to all stakeholders. All these means of
communication are inappropriate, clients of organizations are
from different backgrounds, may find problems in
understanding English.
Assessor
Comments
Question
2
Identify a process you would use to adapt the current
strategy to suit Context 1.
Answe
r
As it is found that clients of disability services
organisation are from different backgrounds and English is
used as an additional language so, all posters and written
communication will be done in Warlpiri as it is Australian
language spoken. In addition, it will also be given in English
for making all cultures of people understand about
information, given to them.
Assessor
Comments

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SUMMATIVE ASSESSMENT
TWO
Question
3
Identify a process you would use to adapt the current
strategy to suit Context 2.
Answe
r
In regard to second context, it can be said that team
working should be promoted by this organization and it
should focus on all age group of people. By making use of
digital presentations with in appropriate language, it can
provide information to all people.
Assessor
Comments
Question
4
Identify a process you would use to adapt the current
strategy to suit Context 3.
Answe
r
There are some staff members that also have some
hearing impairments so, by promoting and making all people
able to learn materials via audio books, typing on computer
rather than writing can help in solving this problem. By
making use of apps that can make learning fun by turning out
decoding into a game can also be suitable in this context.
Assessor
Comments

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Question 5 Explain why it is important to identify and follow processes
when adapting communication strategies to suit new or
changed contexts.
Answe
r
People of different backgrounds and disability have different
ways of performing functions and learning. So, for making all
them able to learn things, it is important to follow specific
process while adapting communication strategies such as:
using audio books for all, using computers for typing and
others.
Assessor
Comments
SUMMATIVE ASSESSMENT
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Question
6
Under what circumstances is it acceptable to disclose
private or confidential information?
Answe
r
If there is a consent given by service users and patients,
then service providers can disclose their personal
information. In another cases, where service users have not
provided consent but if that information are of public interest
then information can be disclosed otherwise it is unethical
and illegal to disclose confidential information.
Assessor
Comments
Read the case study, then answer the questions that follow.
Case Study #2 (Questions 6–11)
Sandy is a 15-year-old Aboriginal girl and has just been referred to a
supported accommodation service. During the intake process, the
worker Josie identifies that Sandy has some mental health concerns that
have not yet been treated. Sandy also discloses that the reason she
cannot live at home is that her mother’s boyfriend has been sexually
abusing her. She tells Josie that she has not reported 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 youth mental health service and completes their
referral form with all Sandy’s personal information and sends it to them.
The next time she sees Sandy, she tells her she has referred her to the
mental health service.
A few days after Sandy enters the accommodation, Josie overhears
another worker discussing Sandy’s case. She says, ‘What can you expect
from an Aboriginal family? They’re pretty much all abusing their kids’.
Josie asks the worker to come and talk to her about Sandy and the
SUMMATIVE ASSESSMENT
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SUMMATIVE ASSESSMENT
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Question
7
What processes can you use to ensure Sandy’s
information remains private and confidential? Give
two examples.
Answe
r
By developing and implementing patients’ privacy and
confidentiality strategy, information of Sandy can be made
confidential and safe. If someone is found disclosing
information then as per this strategy and data protection act,
they can be given punishment. By making sure that Sandy’s
information is stored within secure system, Sandy’s
information can be made confidential.
Assessor
Comments
Question
8
Identify two examples of discrimination in this
situation. For each example, what legal or ethical
issues would you consider when communicating to
ensure discrimination does not occur?
Answe
r
In this case, when Sandy referred to accommodation service
then workers of accommodation were discussing about Sandy
and said that she is aboriginal and it is normal for them as all
aboriginals abuse their children. So, here is the example that
shows staff members discriminated Sandy only because of
her background. Other discrimination was, disclose of private
information because of mental disability. So, in both of
examples and basis, it is important to implement strict
policies such as anti-discrimination. By taking feedbacks and
direct communication with service users also, it can be make
sure that discrimination does not occur any more.
Assessor
Comments

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Question
9
Identify two duty of care issues in this situation and explain
how you would use communication to ensure duty of care is
upheld.
Answe
r
Disrespect and not valuing identity and culture is one of the
main duty of care issue in the case of Sandy. Personal privacy
and personal information protected duty of care was also
breached that shows service providers discriminated Sandy
only because of her culture. So, by making use of face to face
communication with service users and implementing
appropriate legislations, duty of care can be ensured.
Assessor
Comments
Question
10
What legal and ethical processes and protocols would you
follow with regards to mandatory reporting in this case?
Answe
r
Discrimination law is one of the best legislation that can help
in solving issues of this case. As per this act, no one can treat
or abuse a person unfairly and with the help of this act, case
can be reported. By taking consent and written form from
Sandy about treatment by service providers of
accommodation, can be reported this case.
Assessor
Comments
SUMMATIVE ASSESSMENT
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SUMMATIVE ASSESSMENT
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Question
11
What does informed consent mean? Did Sandy give
informed consent? Give reasons for your answer.
Answe
r
Informed consent is a procedure of communication
between service users and service providers that leads to
permission for treatment and care. At the time of intake
process, Josie tells Sandy that she is referred to the mental
health service as initial stage of mental care can help her out
in living a qualitative and healthy life. But after entering at
accommodation, she did not give informed consent about
treatment given to her.
Assessor
Comments
Question
12
Explain how you would ensure legal and ethical
considerations were met with regards to gaining informed
consent from Sandy.
Answe
r
By asking and communicating directly with Sandy and seek
for written consent from service providers, it can be make
sure that ethical and legal consideration were made or not.
Assessor
Comments