CHCCOM003 Develop workplace communication strategies - Learning checkpoint 1 PDF

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CHCCOM003 Develop workplace communication strategies Learning checkpoint 1 Develop communication strategies Part A 1. Explain what a conflicting interest is and what a competing interest is, and provide an example of each. 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. A competing interest is any influence that could potentially compromise the purpose and integrity of an organisation or individual. For example, a tobacco company advertises their product during an AFL match which could benefit the tobacco organisation as they could potentially gain funds through the promotion. 2. What are three ways you could develop an understanding of your competitors?  Visit their website  Collect their promotional/marketing materials including flyers and brochures  Visit their social media sites including Facebook and Twitter 3. What is traditional media and how can it be used to provide information to stakeholders? Traditional medial includes newspapers, television, radio, magazines, newsletters and journals which allow opportunities for an organisation to engage with stakeholders through advertisements or providing information. For example, an event can be promoted on the radio where stakeholders are able to obtain information. 4. Explain why your organisation should have a crisis communication plan. A crisis communication plan plays a vital role as they protect the organisations’ reputation from any negative threats which can also impact their performance. A crisis is a serious situation and the communication plan should be established to manage these rare circumstances. For example, a school received a phone call from an anonymous person stating that there has been a bomb planted inside the school. The school then implements their crisis communication plan which outlines how they will communicate with the teachers, students and visitor inside the school premises, the parents/carers of students and the essential emergency departments (police and fire brigade). Part B – Case Study 1. Draft a communications plan for Brian. Complete the following: a. List the internal and external stakeholders relevant to the plan. Internal: the organisation’s staff members and senior management External: relevant government agencies and the clients

b. Identify the internal information needs.

Information about relevant legislation is required regarding privacy confidentiality and disclosure. Information related to client issues, cultural diversity and channels of communication also needs to be identified internally. c. Explain how you could include the organisation’s business and strategic plans. The organisation’s business and strategic plans include the needs of the clients. This involves the service that the organisation is offering to their clients who need to be case managed, counselled and provided with practical support due to their circumstances. The needs of the organisation’s staff is also an important part of the business and strategic plan. Staff need to have knowledge of legislation about communication records so that they are aware of any changes that may occur. The organisations’ goals and vision can also be included in the plans to identify what needs to be achieved. d. Explain how you might use a SWOT plan to develop this 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. e. Identify any special communication needs of the staff.  Linguistic barriers: use of an interpreter to communicate in the preferred language.  Cultural barriers: learn about cultural expectations and differences. f.

Identify one of each of the following types of factors that may impact this plan: - Political: legislation – the organisation needs to develop stronger policies around the issue. - Economic: funding from the government. - Social: the demographic of clients with mental health issues. - Technological: social media or digital media.

g. Name the two communication strategies that will be included in the plan and how one of the strategies will be presented to staff. Oral communication can be used to verbally present information to staff every week during team meetings. Written communication can also be used to convey information to staff regarding clients through case notes. h. Explain one way digital media will be used to promote the organisation to potential clients and associated etiquette for that type of digital media. The organisations’ well designed website will provide information about the services the offer. Etiquette of the website includes easy navigation and current and accurate information.

i.

Identify one official communication channel to include in the plan. What organisation processes and hierarchy should be considered? Identify two possible communication barriers. A formal hierarchy is an official communication channel which needs to be included in the plan to transmit organisational information such as goals, policies and procedures. The information will flow from the management team to all staff. Two possible communication barriers include linguistic barriers and psychological barriers.

2. List two financial considerations for this communication plan that should be included in the budget. Salaries and technology.

Learning checkpoint 2 Establish communication protocols Part A 1. Explain what informed consent is and why it is important. Informed consent is obtaining a person’s permission to disclose their information to a third party. We need to follow the relevant legislations and policies and procedures as it is very important that we protect the confidentiality and privacy of the client. 2. How can communication protocols support mandatory reporting obligations? Communication protocols supports the process as the organisations’ staff have a responsibility to be aware of reporting obligations in situations relating to child abuse, domestic violence and suspected abuse. 3. Explain what a communication protocol should include. Internal communication hierarchies should be included to provide a clear process for communication within the organisation. General communication would involve staff directly addressing matters to their managers. Identifying what information and how much of it is required also needs to be included. In some cases, the protocol should include whether there are any mandatory reporting requirements attached to it. We also need to identify the appropriate person who is responsible for communication protocols depending of the nature of the circumstances. Talking to the media is a communication process which needs to be clear and consistent. Organisations should have a delegated person to communicate with the media and staff should be aware of protocols relevant to media involvement. Using social media is a suitable method to communicate with stakeholders as long as there are clear protocols in place. This will include who is responsible for updating the social media and who will monitor it to ensure responses are addressed promptly. Part B – Scenario 1. What process would you use to adapt existing communication strategies? Identify the purpose of the communication and what strategies already exist to support this. I would also plan how the communication strategy will be transmitting the context and identify the type of environment it will reach. As the program will specifically target the Aboriginal and Torres Strait Islander community, seeking knowledge of their cultural practices would be appropriate as we could adapt our body language to reflect their

communication style. Taking into consideration that we may encounter linguistic barriers as English is their second language. I would inform staff and stakeholders of the strategies that will take place. All strategies and changes would need to be documented so that the organisation and its team members can implement them. 2. What are the legal and/or ethical considerations? Legal considerations include treating participants equally which falls under the AntiDiscrimination Act 1977, Privacy Act 1988 and mandatory reporting processes. Ethical considerations include the duty of care towards your participants, ensuring they are not placed in any risk or harm and considering their privacy requirements. 3. Explain why it is important to identify existing organisational communication protocols and etiquette when developing communication protocols. Existing organisational communication protocols is a foundation that the team can put into practice. It minimises the amount of work and resources and is easier to adapt to. Respect is an etiquette when developing communication protocols as it reflects the values of the organisation. 4. What types of resources would you prepare to implement the new strategy? To implement the new strategy in the organisation, you can provide a written copy of the approach to all staff. A presentation or example of how the strategy will be promoted could also be demonstrated. Written resources outlining cross cultural communication can be used to identify methods of communicating with ATSI people.

Learning checkpoint 3 Promote the use of communication strategies Part A 1. How is role modelling a useful tool for team leaders and managers? Role modelling is powerful in terms of teaching, knowledge, skills and values. It is a useful tool for team leaders and managers as they demonstrate valuable skills for staff who then observe and reflect off their actions. 2. Describe five principles of mentoring. 1. Regular and consistent contact between the mentor and mentee. For example, fortnightly meetings. 2. The mentor has the appropriate skills and experience to effectively meet good practice standards. 3. Willingness to learn and grow from both parties. 4. Maintenance of confidentiality 5. Clarified boundaries of the mentoring relationship. 3. Give two examples of how you could provide coaching to a team member. 1. Use written communication by showing case notes and explaining what information is required in the document. 2. Use verbal communication by presenting a presentation which will provide information.

4. Give one example each of an internal and external network or working relationship that you may need to maintain. Internal networks can include colleagues working closely to each other to support each other. External networks can include other service organisations who provide networking conferences that you can regularly attend.

Part B – Case Study 1. Develop one protocol to implement this strategy. To promote the organisation and its programs on social media, implementing a plan that outlines who is responsible for updating the content is a key protocol. It will define who is responsible for specific social media tasks. This will be implemented by creating a table broken into two columns. The first column will outline the specific social media responsibility and the second column will show the person in charge for governing the role. For example:

Social Media Responsibilities Role

Staff Assigned

Social engagement Customer service

Bob Alyson

Social media monitoring

Adam

Security and legal concerns

Dave

Crisis response

Lisa

2. Describe how you will present this protocol to your team members. This protocol would be presented through an interactive workshop which will include a Microsoft PowerPoint presentation and demonstrations. The workshop will cover information regarding legal factors (copyright and privacy), accurate and consistent communication strategies, rules and regulations, responsibilities and accountabilities. For a clear understanding of the staff and opportunities to improve, feedback will be requested at the end of the presentation. Learning checkpoint 4 Review communication practices Part A 1. Describe three ways you could elicit feedback from team members regarding communication practices. 1. 360-degree feedback is an online survey which can be provided anonymously to all of the organisations staff. They include general questions directed at all staff and can be provided to others. The information is then collated and used for professional development. Interview feedback can also be conducted with a group or individually to obtain information about procedures within the organisation or evaluation of the staff member.

2. Observation can be used to observe the participation of staff members during their communication practices. This can be used during meetings where you can observe the participation of staff through their body language, discussions, interaction with others, their questions and responses, behaviour and professionalism. 3. Formal evaluation forms can be used to obtain feedback from team members. They include consistent question style in the form of multiple choice responses as it is easier and efficient. At the end of the multiple choice questions, there will be a section for comments which will allow staff to provide extended responses. 2. Explain what continuous improvement means in relation to communication practices and how lessons learnt from evaluation can be used in the process. Continuous improvement means to consistently strive to improve practices and processes. It is significant as it ensures communication practices are continually improved. Continuous improvement provides opportunities to identify any issues and adapt and implement communication strategies to address these. They need to be recorded and communicated to the organisation’s appropriate staff who will improve existing communication strategies and implement new ones where suitable. Part B – Scenario Explain the evaluation process you would follow. To assess the success of the communication protocol, I would define the purpose and identify the different methods to evaluate the process. I would also determine who is going to participate in the evaluation. The time frame for the evaluation to be completed also needs to be taken into consideration. Lastly, I would complete a report with the findings to present to the stakeholders through verbal and written communication.

Lena Ngoun...