CHCCOM003: Develop Workplace Communication Strategies Workbook

This participant workbook for CHCCOM003 focuses on developing effective workplace communication strategies. It covers identifying internal and external information needs, addressing competing and conflicting interests, and creating communication plans. The workbook details how to establish communication protocols, prepare resources, and promote the use of communication strategies within an organization. It also provides guidance on reviewing communication practices and obtaining feedback. The content includes activities, open-ended and closed-ended questions, and ethical decision-making models to help individuals develop and implement communication strategies in a professional context. The workbook aims to equip workers with the skills and knowledge to communicate effectively with various stakeholders in the community service sector.

CHCCOM003
Develop workplace
communication
strategies
Participant Workbook

CHCCOM003 PW Moodle CHC51015 V1.0

Participant Workbook CHCCOM003 PW Moodle
CHC51015 V1.0 CHCCOM003 Develop workplace
communication strategies
Revision history
Reviewed Date Version Approved Date Template Summary of changes
by reviewed by approved version
VC 11/17/2015 1.0 JST 25/11/2015 03/2013 v1 Initial release
Copyright © BCA National Training Group Pty Ltd, Sydney, Australia.
This work is copyright. Apart from any use as permitted under the Copyright Act
1968, no part may be reproduced by any process without written permission from
BCA National Training Group.
For details about licensing arrangements please contact:
BCA National Training Group Pty Ltd
Lvl 2, Tablet House, 29 Refinery Drive Pyrmont NSW 2009
PO Box 568 Pyrmont NSW 2009
Ph: 1300 69 35 65 Fax: [phone]
Email: [e-mail]

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Participant Workbook CHCCOM003 PW Moodle
CHC51015 V1.0
CHCCOM003 Develop workplace communication
strategies
Contents
Introduction.................................................................................................................................................4
About this unit........................................................................................................................................4
Assessment..............................................................................................................................................4
Icons.............................................................................................................................................................5
1. Develop communication strategies...................................................................................7
1.1 Identify internal and external information needs......................................................7
1.2 Identify competing and conflicting interests................................................................9
1.3 Develop a range of communication strategies to meet organisation needs and
goals .. 13
1.4 Develop a communication plan.........................................................................................16
2. Establish communication protocols................................................................................19
2.1 Identify processes for adapting communication strategies to suit a range of
contexts .. 19
2.2 Develop processes and protocols in line with communication strategies 22
2.3 Prepare information and resources to support the implementation of
communication
protocols..........................................................................................................................................25
3. Promote the use of communication strategies.....................................................26
3.1 Present information to staff regarding communication strategies, protocols
and
organisation standards............................................................................................................26
3.2 Model effective oral and written communication and provide mentoring
and/or coaching
to staff...............................................................................................................................................27
3.3 Maintain work-related networks and relationships to meet organisation
objectives...............................................................................................................................................31
4. Review communication practices.....................................................................................33
4.1 Obtain feedback from others to assess communication outcomes.............33
4.2 Record lessons learnt and identify opportunities for continuous
improvement........................................................................................................................................34
References.................................................................................................................................................37
Useful Links...............................................................................................................................................38

© BCA National Training Group Pty Ltd
v1.0 November 2015. All printed copies are uncontrolled. 3

Participant Workbook CHCCOM003 PW Moodle
CHC51015 V1.0 CHCCOM003 Develop workplace
communication strategies
Introduction
About this unit
CHCCOM003 Develop workplace communication strategies provides you
with the skills and knowledge required to develop communication protocols
for a team or business unit.
This unit applies to workers responsible for overseeing the communication
of organisation-specific information to a range of internal and external
stakeholders.
Assessment
Why have assessment tasks
A requirement of the qualification you are undertaking is the application of the
ideas you have been learning. The assessment activities are an important part
of your training program as they provide an opportunity to apply what you
have been learning and they give both you and your trainer feedback on your
progress.
Assessment evidence
For this unit you are required to complete the following as evidence for your
assessment:
1. Assessment Task One: Short Answer Questions
2. Assessment Task Two: Scenario
3. Assessment Task Three: Specific Research
4. Assessment Task Four: Communication Plan Proposal
5. Workplace Logbook
You will also be required to demonstrate your knowledge of and skills in the
following:
 Developing and presenting 1 new communication strategy and associated
protocols for a business unit or team
 Developing and implementing 1 strategy for using digital media to provide
information and promote organisation to clients
 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 disclosure
 discrimination
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Participant Workbook CHCCOM003 PW Moodle
CHC51015 V1.0 CHCCOM003 Develop workplace
communication strategies
 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
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
Declaration of authenticity
You are required to sign a BCA National cover sheet and attach this to the front
of your workbook. Your signature is a declaration that all the work you submit for
you assessment tasks is authentic and has been completed by you.
You must keep a copy of all work submitted.
Assessment outcomes
The evidence you submit will be assessed and you will be given written and
verbal feedback. Each individual assessment task will have an outcome of either
Satisfactory or Not yet satisfactory on the Assessor checklist at the end of this
workbook. An outcome of Competent or Not yet competent will also be given for
the whole unit of competency. If you are assessed as Not yet competent you will
be supplied feedback and asked to resubmit your revised assessment.
There are time limits for assessment submission and for reassessment, refer to
your Student Handbook for further information. If assistance is needed with
you assessments please contact your Trainer or Training Coordinator.
Icons
Each activity will be clearly marked.
This icon means that the activity must be completed and
handed in for assessment.

© BCA National Training Group Pty Ltd
v1.0 November 2015. All printed copies are uncontrolled. 5

Participant Workbook CHCCOM003 PW Moodle
CHC51015 V1.0 CHCCOM003 Develop workplace
communication strategies
This icon refers to other incidental activities you may be required
to do in smaller groups or as a whole class.
This is the research icon. It indicates where you are to do some
research either on the web or from other sources.

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