Reference no: EM133165544

CHCCOM003 Develop workplace communication strategies

Assessment Task

Activity 1A

Objective
To provide you with an opportunity to identify internal and external information needs.

List the current internal and external communication needs of your organisation.

Activity 1B

Objective
To provide you with an opportunity to identify competing or conflicting interests.

1. Define a competing or conflicting interest.

2. What should you do if you have a conflicting interest?

Activity 1C
Objective
To provide you with an opportunity to identify how to develop a range of communication strategies to meet organisation needs and goals.

1. Outline a communication strategy to meet a need identified in Activity 1A.

2. Set a SMART target for the strategy.

Activity 1D
Objective
To provide you with an opportunity to identify how to develop a communication plan.

1. Identify who the target audience(s) for the communication plan is.

2. How will the plan utilise the existing communication hierarchy?

Activity 2A
Objective
To provide you with an opportunity to identify processes for adapting communication strategies to suit a range of contexts.

What political, economic, social or technological factors are likely to influence your communication plan?

Activity 2B
Objective
To provide you with an opportunity to identify how to develop processes and protocols in line with communication strategies.

What legal or ethical considerations are likely to apply to your communication plan?

Activity 2C
Objective
To provide you with an opportunity to identify how to prepare information and resources to support the implementation of communication protocols.

Write 150-200 words press release for a recent piece of news (either positive or negative) at your organisation. If you are not working in any organisation, do online research about the relevant topic. Include contact details.

Activity 3A
Objective
To provide you with an opportunity to present information to staff regarding communication strategies, protocols and organisation standards.

Give a short (5 - 10 minutes) presentation to a partner explaining a communication strategy, protocol or standard of your choice. This could include information related to public relations, crisis strategies or social media.

You may write your presentation below or attach separately with this workbook.

Activity 3B
Objective
To provide you with an opportunity to identify how to model effective oral and written communication and provide mentoring and/or coaching to staff.

Describe how you would effectively mentor someone.

Activity 3C
Objective
To provide you with an opportunity to identify how to maintain work-related networks and relationships to meet organisation objectives.

Describe how you would maintain relationships with:

a) A colleague.

b) A member of the local media.

Activity 4A
Objective
To provide you with an opportunity to identify how to obtain feedback from others to assess communication outcomes.

Write a short email requesting feedback about a specific communication outcome.

Activity 4B

Objective
To provide you with an opportunity to identify how to record lessons learnt and identify opportunities for continuous improvement.

An organisation is holding a charity event. Members of the local community have been invited through leaflets, and the media was contacted the day before. No information was placed on the website or social media due to the low budget. Very few people turned up for the event.

What lessons could be learnt from this particular event?

Knowledge Activity (Q & A)
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your 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
o organisation processes and hierarchy
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.

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. What does ‘PEST' stands for? List three political factors.

2. List three types of information you should keep secret from your competitors.

3. What is a ‘stakeholder'? List three examples of stakeholders.

4. Explain what is meant by a ‘SMART' strategy.

5. Conduct a SWOT analysis for your organisation. Include two strengths, two weaknesses, two opportunities and two threats.

6. List five ways that privacy laws govern organisational policy.

7. List three types of official communication channels.

8. List three communication barriers.

9. What is the purpose of a crisis communication plan and why are they important?

10. What does ‘ROI' mean and how would you work it out?

11. What is ‘mentoring'?

12. List three forms of traditional media.

13. List three forms of digital media.

14. Why are evaluations useful?

15. Identify legislation, codes of practice, policies, etc. that guide how a worker takes into consideration the following aspects of communication.
Include a short description of how legislation, codes of practice, policies, etc. guide the given aspects of communication.

16. Identify two (2) channels of communication that would be appropriate for addressing each of the following concerns in the workplace.

CHCCCS007 Develop and implement service programs

Activity 1A
Objective To provide you with an opportunity to develop a plan for consumer participation and engagement in decisions about service provision.
Activity
1. What are the benefits of developing a plan for consumer participation and engagement?

2. Who could you involve when you are developing your plan?

3. In what ways can you help develop engagement?

Activity 1B
Objective To provide you with an opportunity to investigate the needs of individuals as the basis for service provision in line with consumer participation and engagement plan.
Activity
1. What should you consider when investigating the needs of individuals?

2. What can influence the needs of individuals?

3. When working with different people, what values should you adopt and what legislation should you follow?

Activity 1C
Objective To provide you with an opportunity to recognise processes and communications that may be a barrier to consumer participation and develop mechanisms to overcome these.
Activity
1. What possible barriers are there to consumer participation?

2. How do you analyse and overcome a potential barrier?

Activity 1D
Objective To provide you with an opportunity to interact and consult with people accessing the service to monitor changing needs so that they can be addressed.
Activity
1. What is monitoring?

2. What should you consider when monitoring?

3. How might you collect or receive client feedback?

Activity 1E
Objective To provide you with an opportunity to consult and collaborate with other services and networks to address multi-faced needs of individuals and client groups.
Activity
1. Why might you need to consult and collaborate with other services?

2. What services and networks might you need to connect with?

3. When might you need to refer someone?

Activity 1F
Objective To provide you with an opportunity to evaluate broader organisation context and its impact on service delivery.
Activity
1. What things should you consider when you are evaluating service delivery?

2. What potential issues or conflicts might there be?

Activity 2A
Objective To provide you with an opportunity to facilitate input to program development from internal and external stakeholders.
Activity
1. What are stakeholders and what is the difference between internal and external stakeholders?

2. Identify potential stakeholders and state if they are internal or external

3. Identify methods that you can use to facilitate input from stakeholders

Activity 2B

Objective
To provide you with an opportunity to engage people accessing programs in management processes and develop formal arrangements as required.
Activity

1. What are the potential benefits of involving people in management processes?

2. How might you involve people in the management processes for your program?

Activity 2C
Objective
To provide you with an opportunity to incorporate consideration of individual differences, rights, needs and preferences in the planning processes.
Activity

1. What individual rights and other needs or preferences should you consider in the planning process?

2. What is the duty of care based on?

Activity 2D

Objective
To provide you with an opportunity to integrate both internal and external services as required.
Activity

What are internal and external services?

Activity 2E

Objective
To provide you with an opportunity to determine financial, human and physical resource requirements.
Activity

1. What are the benefits of assessing resource requirements?

2. When should you assess resource requirements?

Activity 2F
Objective
To provide you with an opportunity to develop supporting systems and procedures.
Activity

1. What are the benefits of support systems and procedures?

2. What should be considered in the creation of a support system, policy or procedure?

Activity 2G

Objective
To provide you with an opportunity to develop and integrate service evaluation methods, including mechanisms for feedback from people accessing service programs.
Activity

1. What principles or mechanisms should be involved in service evaluation?

2. What should you consider when performing an evaluation?

Activity 2H

Objective
To provide you with an opportunity to document program identifying priorities, timelines and responsibilities.
Activity

1. In what way can you document priorities and responsibilities?

2. How should you communicate to staff and stakeholders?

Activity 3A

Objective
To provide you with an opportunity to communicate roles and responsibilities to relevant stakeholders.
Activity

1. What are the benefits of communicating with stakeholders?

2. By what methods can you communicate with stakeholders?

Activity 3B

Objective
To provide you with an opportunity to facilitate provision of training to support implementation.
Activity

1. What should be included in employee training?

2. What questions should people ask while they are working?

Activity 3C

Objective
To provide you with an opportunity to monitor service delivery against agreed objectives and budgetary frameworks.
Activity

1. What questions should you ask when monitoring?

2. Write guidelines for how monitoring should be performed and what should be considered.

Activity 3D

Objective
To provide you with an opportunity to make user interactions and feedback an integral part of ongoing monitoring.
Activity

1. What are the reasons for using user feedback?

2. By what methods can you gather user feedback?

Activity 3E

Objective
To provide you with an opportunity to identify and address problems in addressing the needs of service users in accordance with organisation procedures.
Activity

1. How can you check if service delivery is effective?

2. What are some common problems in addressing the needs of service users?

Activity 3F

Objective
To provide you with an opportunity to maintain relevant program and service delivery documentation.
Activity

1. What is the purpose of maintaining relevant program and service delivery documentation?

2. What are the benefits of a well-organised documentation system?

Activity 4A

Objective
To provide you with an opportunity to assess capacity of programs to meet objectives.
Activity

1. What are the benefits of program assessment?

2. What should you consider during an assessment?

Activity 4B

Objective
To provide you with an opportunity to seek and evaluate feedback from those using the service and other stakeholders.
Activity

1. What should you consider before you seek and evaluate feedback?

2. What would be the most appropriate method to gather feedback for your program? Why?

Activity 4C

Objective
To provide you with an opportunity to modify programs as needed to meet changing requirements within policy and budgetary frameworks.
Activity

1. What should you look at from your assessment results?

2. What changes could you consider making?

Knowledge Activity (Q & A)

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
- Program planning principles and processes, including:
o program design
o program resourcing
o implementation systems and procedures
o feedback and complaints procedures
o evaluation and continuous improvement
o accountability and governance
o funding framework, including not-for-profit, government funding
- Supports needed for effective consumer participation at all levels of program planning
- Requirements of specific service user groups and individuals, including:
o diverse and multi-faceted needs and issues service user participation opportunities and barriers
o opportunities for collaboration and service partnerships
o risk, regulatory and sustainability considerations
o standards, codes and legislation compliance

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. List four tools or strategies that you can use to gather client feedback on service provision

2. Give examples of at least five barriers which can prevent consumer participation in program planning.

3. Give examples of five factors which can affect the needs, issues, and priorities of an individual service user.

Attachment:- Workplace communication strategies.rar