CHCCOM003 Develop workplace communication strategies - Final assessment PDF

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CHCCOM003 Develop workplace communication strategies Final assessment tasks Part A – Questions 1. List two internal stakeholders you would need to consider when determining information needs for a community services setting you are familiar with. - Chief executive officer - Staff 2. List two external stakeholders you would need to consider when determining information needs for a community services setting you are familiar with. - Government organisations - People/clients receiving the service 3. Give one reason why it is important to identify who the organisation’s competitors are when developing communication strategies. The organisation may need to complete with other providers for funding. 4. Explain the meaning of communication channels. Provide an example from a community services setting you are familiar with. Communication channels are pathways that allows information, ideas and problems to be shared. Information flows with ease and communication occurs when these channels are released. For example, the CEO will communicate verbally with managers and the managers then convey the message to fellow staff members. 5. Describe two examples of special communication needs that may arise with personnel in community services setting. - Disabilities will impact the communication needs. For example, the personnel may have a hearing disability that may involve other staff to learn how to effectively communicate with the person by facing them when talking. - Some staff may have learnt English as an additional language which is beneficial but some they may need further support to develop English written and verbal communication skills. 6. Based on one of the examples you have provided in Question 5, outline three communication strategies that could be used to support this special communication need. Hearing disability - Develop sign language skills - Use visual content such as picture boards or writing methods - Face the person directly and on the same level 7. Give two examples of types of traditional media used in community services settings. - Radios are listened to in the car most of the time where information about an event can be promoted. - Newsletters are located at medical centres where information can be conveyed to stakeholders. 8. List two types of digital media used in the community services settings. - Websites - Social media

9. For each type of digital media you listed in Question 8, give one example of appropriate etiquette and one example of inappropriate etiquette when using this type of media. Websites - Appropriate etiquette: Easy navigation of the site. - Inappropriate etiquette: Breaching copyright laws. Social media - Appropriate etiquette: Responding efficiently and quickly. - Inappropriate etiquette: Breaching copyright laws. 10. Explain how digital media can be used in marketing community services. Digital media is a fast growing form of communication and is effective and easily accessible. It can be used to market the organisation and its services (including events and programs) to external organisations, funding providers, potential staff and news including relevant updated information and changes. 11. Outline two examples of political factors that may influence the development of a communication plan for a community services setting. - Change in government which will require organisations to make new contacts. - Consider current and pending legislation which may involve the organisation to develop stronger policies around the issue. 12. Outline two examples of economic factors that may influence the development of a communication plan for a community service setting. - Impact of funding or funding changes. - The organisation’s budget can affect the communication resources they need to purchase or use. 13. Outline two examples of social factors that may influence the development of a communication plan for a community services setting. - The demographics of clients who may be young people, migrants or elderly people. - Cultural and language factors. 14. Outline two examples of technological factors that may influence the development of a communication plan for a community services setting. - Social media - Digital media 15. Outline two reasons why it is important to identify effective communication channels when developing a communication plan. - Stakeholders may not receive the required information. - There may be misunderstandings. 16. Outline two examples of organisation processes that support effective communication channels. - SWOT (Strengths, Weaknesses, Opportunities, Threats) is an effective process used to understand the organisation’s communication strengths and weaknesses. - Using a clear and official channel of communication that all staff can follow. 17. Briefly describe your organisation’s communication hierarchy using one example. VET Officer/Trainer Board Members

CEO

Administration Officer Marketing

18. Explain the difference between an official communication channel and an unofficial channel and provide an example of each. An official communication channel follows a chain of command and transmits information such as goals, policies and procedures for an organisation. For example, the organisation’s newsletter gives employees and stakeholders a clear sight of their goals and visions. It also includes the transfer of information regarding agenda, reports and scheduled meetings. An unofficial communication channel is outside the chain of communications. For example, grapevine can occur within the organisation when rumours or false information are being circulated. 19. Identify two processes for adapting communication strategies to suit different contexts. - Large print and braille documents can be used to suit older people and people who have a visual impairment. - Interpreters can be used to communicate with clients who do not speak English. 20. Describe two protocols that support effective written and oral communication. - Media releases can communicate information about the programs and services available by the organisation. - Internal communication hierarchy allows organisational communication to be transmitted within a chain of command. 21. Outline two examples of appropriate etiquette when communicating with others in a community services setting. - Respectful communication is the ability to assert your own views and listen to the views of others. - Culturally appropriate communication is finding a way to communicate effectively, also respecting and accepting cultural differences. 22. Identify two key principles and two key practices of mentoring. - Regular and consistent contact between the mentor and mentee. - Willingness to learn and grow from both parties. - Maintaining confidentiality. - Clarified boundaries of the mentoring relationship. 23. Identify two key principles and two key practices of coaching. - Building the individual’s self-esteem and confidence as well as creating a safe space. - Motivate the person’s performance and take action to practise skills 24. Explain the importance of maintaining effective work-related networks and relationships. Maintaining effective work-related networks and relationships helps the organisation to meet objectives regarding communication and service provisions. It also promotes the organisation and shares information. Participating with networks provides opportunities for collaboration and partnerships which supports the organisation financially. 25. Outline two examples of how work-related networks can assist to meet organisation objectives. - It provides opportunities for learning. - Provides opportunities to promote the organisation and its services. 26. Outline two reasons why it is important to evaluate communication practices. - It provides opportunities to see if the organisation is complying with legislations. - To ensure the process is effective and if improvement is required.

27. Outline at least two steps you would follow when implementing a process to evaluate a communication strategy. - Define the purpose of the evaluation to see how well the protocol is working. - Identify different methods to evaluate the communication strategy. 28. Explain what a conflicting interest is and provide one example. A conflict of interest can occur in the workplace when someone in their position attains personal benefit or advantage by making decisions. For example, a hiring manager can choose to employ their own friend who has applied for a vacant position in the organisation because he personally knows this person. 29. Why is it important to understand the organisation’s business or strategic plan when considering communication strategies or plans? The organisation’s business plan is important as they guide the development of the communication strategies and plans. If we understand the plan, it helps us understand the objective. 30. How can a SWOT analysis assist in developing a communication plan? Strength: develop a strategy to identify what areas of the service is doing well. Weaknesses: look into areas of the service which need to be improved giving clarity and direction. Opportunities: communicate with external and internal stakeholders and include information they provide us with. Threats: loss of funding from the government which may lead to the service being terminated. 31. Identify two possible communication barriers, restraints or difficulties that should be considered in a communication plan and give an example for each. - Linguistic barriers can occur when you communicate with someone who has limited English. For example, you can use an interpreter to communicate this person in their preferred language. - Cultural barriers can happen when a man refuses to shake a women’s hand. This type of body language is a cultural practice. 32. Describe two elements that should be included in any consideration of financial implications in a communication plan. - Working with budgets to develop the plan. - The cost of resources including salaries and technology. 33. Give two reasons for why an organisation’s crisis communication plan might be implemented. - A situation may occur and threaten the expectations of stakeholders which can impact the organisation’s performance. - The organisation’s reputation can be affected by a threat. 34. Briefly explain why it is important to prepare information and resources to support the implementation of communication protocols. Communication protocols are practical guidelines that need to be implemented and shared to the team to become useful. Clear and concise information and resources need to be prepared effectively so everyone can understand the protocol and implement the process. 35. Briefly explain why it is important to present information to staff regarding communication strategies, protocols and organisation standards.

The staff members need to understand how to use the strategies as they communicate information to stakeholders verbally and visually. 36. Briefly explain why it is important to maintain work-related networks and relationships to meet organisation objectives. The organisation’s networks need to be frequently reviewed and maintained to contribute to their objectives and can also evaluate whether other relationships can be effectively identified. 37. Briefly explain why it is important to develop a range of communication strategies to meet an organisation’s needs and goals. Communication strategies are implemented to help the organisation communicate effectively and meet the organisation’s objectives. Clear communication strategies also channels information quickly to the appropriate audience and is required during times of a crisis. They also identify different procedures required to work effectively with diverse individuals and circumstances.

Part B – Case study options 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. - Verbal communication is used during meetings and is not suited as information is passed on in English only. For example, individuals may have limited English to understand the context. - Written communication including brochures and posters are used to promote the organisation. People with physical barriers such as limited vision are limited to understanding these strategies. - Information relevant to disabilities is provided to staff, clients and the general public in the form of written factsheets. Education level and demographics is a factor as this strategy is targeting young people between the ages of 12 and 25. The organisation needs to establish a strategy that is appropriate for the audience. 2. Identify a process you would use to adapt the current strategy to suit Context 1. Implement a new strategy to suit people from non-English speaking background by providing information on the services in translated documents. Using translators to communicate information effectively will also benefit people with limited English. 3. Identify a process you would use to adapt the current strategy to suit Context 2. As the organisation provides services primarily targeted at young people between the ages of 12 ad 25, an interactive workshop can be introduced to engage them. 4. Identify a process you would use to adapt the current strategy to suit Context 3. People who have disabilities can have communication barriers so the organisation needs to identify the staff members who are affected. By identifying the staff members who have a disability, the organisation will be able to the support their communication needs by providing them with assistive technology. 5. Explain why it is important to identify and follow processes when adapting communication strategies to suit new or changed contexts. Adapting communication strategies to suit new or changed contexts requires a stepby-step process to work effectively. Identifying the right processes is crucial as it needs to reflect the organisation’s objectives and values. 6. Under what circumstances is it acceptable to disclose private or confidential information? It is acceptable if the organisation has obtained informed consent (a person’s permission) or the client is at risk of harm before releasing private or confidential information. 7. What processes can you use to ensure Sandy’s information remains private and confidential? Give two examples. - Only collect information that is necessary for providing her with the required service. For example, only release the clients’ personal information such as her full name and contact details to the third party organisation. - Ensure all information relevant to the client is stored safely. For example, storing her personal information in a secured filing cabinet.

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? - Sandy was discriminated based on her background/ethnicity which falls under The Racial Discrimination Act 1975. She needs to be treated with equity and fairness to ensure discrimination does not occur. - She was labelled as ‘crazy’ which falls under The Mental Health Act 2007 and The Disability Discrimination Act 1992. To ensure discrimination does not occur, the organisation needs to promote fairness for Sandy. 9. Identify two duty of care issues in this situation and explain how you would use communication to ensure duty of care is upheld. - Sandy was discriminated based on her ethnicity. We need to treat her with respect and provide her with culturally appropriate services. - Sandy disclosed that she has been sexually abused by her mother’s boyfriend. We must treat her with respect and take into consideration her wellbeing. Under The Sex Discrimination Act 1984, we have an obligation to report the abuse as her safety is at risk. 10. What legal and ethical processes and protocols would you follow with regards to mandatory reporting in this case? As Sandy disclosed she is sexually abused and under the age of 16, mandatory reporting is required and falls under the Children and Young Persons (Care and Protection) Act 1998 (NSW). It is also imperative to follow relevant legislation regarding privacy. Ethical processes include being supportive and contacting the appropriate authorities. 11. What does informed consent mean? Did Sandy give informed consent? Give reasons for your answers. Informed consent means permission from the individual to disclose confidential information to a third-party. Josie referred Sandy to a youth mental health service by submitting a referral form with all her personal details. Sandy was informed that her information had been disclosed to the provider after the referral was made. Therefore, Sandy did not give informed consent and is categorised as a breach under The Privacy Act 1988. 12. Explain how you would ensure legal and ethical considerations were met with regards to gaining informed consent from Sandy. Legal considerations include understanding and complying with all legislation and guidelines that provide for confidentiality and privacy of the client. The Australian Community Workers Association (ACWA) also provides information regarding informed consent where the organisation and its staff can refer to. Ethical considerations include respecting the client, ensure safeguards and their right to self-determination. We need to follow the organisation’s code of ethics by identifying and addressing any ethical factors....