CHCCOM003 Develop workplace communication strategies Answer doc

Student Name: ID: Submission date:

You must answer all questions in Assessment Task 1 – Questioning

You must use correct grammar and spelling, so please proof read your answers and use Spell Check
and Grammar Check before submission

You must use APA referencing where you have used original sources.

Do not copy and paste text from any online sources or elsewhere.

ASSESSMENT TASK 1 – QUESTIONING

Q1. Write a Communication Plan for a Community Services organisation concerning an organisational
processes. You can choose from the following processes: ‐ Internal communication ‐ Communication
with clients ‐ Communication with other services ‐ Communicating with culturally diverse clients.

Answer the following questions: 1. What is the title of your plan? 2. What is the goal or objective of
your plan? 3. What is the objective of the communication process described in your plan? 4. Who is your
audience? In other words: who is involved in communication? 5. Which communication strategies will
be used? 6. Which tools will you use for communication? 7. Create a diagram to illustrate your
communication strategy. 8. How will you review your communication strategies?

References:

Add your full Reference List here. Make sure that you have put all In-Text References after every
answers where you have used any sources at all.

You must answer all questions in Assessment Task 2 – Case Study

You must use correct grammar and spelling, so please proof read your answers and use Spell Check
and Grammar Check before submission

You must use APA referencing where you have used original sources.

Do not copy and paste text from any online sources or elsewhere.

ASSESSMENT TASK 2 – CASE STUDIES

 Read the case studies provided and complete the questions that follow.
 Responses to the questions must be typed below.

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CHC52015 Diploma of Community Services
CHCCOM003 Student Assessment – Version 2 October 2017
CHCCOM003 Develop workplace communication strategies Answer doc
Student Name: ID: Submission date:

You’re a manager in a Community Services Agency that assists young people with an intellectual
disability in finding meaningful employment. You have recently noticed that there have been some
problems with the communication strategies in place. The following has come to your attention:

‐ Staff feel that they are not well informed about changes in organisational policies and procedures. ‐
Clients and their families feel that it’s hard to find it difficult to find the right person to talk to within the
organisation. It is not clear to them who to talk to about what.

‐ Your clients and their families feel that staff are sometimes not empathic in their communication. ‐
There is no conflict resolution strategy in place for staff.

‐ Written information that is available is not adapted to the level of understanding of the clients. ‐ There
is a number of case notes missing in clients’ files.

‐ One staff member expressed concerns that the agency was insensitive to the needs of hearing
impaired clients. She referred to a meeting involving a few hearing impaired clients and their families.
There was background noise, no copies of the meeting agenda, no sign language interpreters or other
hearing impaired representatives and no clear signage leading to the location of the meeting.

‐ There are limited networks with external agencies in place. Better networks would improve client
outcomes.

‐ Staff stated that the lunch room was too small. When everyone is having lunch at noon there are not
enough seats. Management had stated in the past that staff should starting taking turns from 10am to
ensure this was not an issue.

Using the above case study answer the following questions:

1. A) Why are effective workplace strategies important?

B) As a manager, how would you:

o Review current communication strategies in the organisation?

o Promote effective communication in this organisation? o Implement new ways of effective?

communication

2. One staff member expressed concerns regarding discrimination of hearing impaired clients. How
would you go about ensuring that this would not occur in the future?

3. Staff feel that they are not well informed. Identify communication strategies that could be used to
avoid this issue in the future?

4. Coaching is an effective tool in supporting staff to improve and develop. Discuss in what areas this
would be helpful to increase effective communication in this workplace?

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CHC52015 Diploma of Community Services
CHCCOM003 Student Assessment – Version 2 October 2017
CHCCOM003 Develop workplace communication strategies Answer doc
Student Name: ID: Submission date:

5. It was noted that there was no written documentation around conflict resolution for staff. Design a
flow chart that you could use to illustrate possible options.

6. Describe how you go about discussing the issue around the lunch room with staff and how would you
obtain an outcome that is acceptable for both staff and management?

7. Explain why you would need to review written material in your organization? Explore how you would
review it to ensure it meets organisational guidelines?

8. Create a SWOT analysis for the organisation

9. Refer to the following case study.

Joe is a 16-year-old client residing in a Youth Shelter. Jenna is Joe’s mother. You receive the following
phone call from Jenna:

Hi my name is Jenna and I am the mother of one of your clients, Joe. I am calling because I am concerned
for his welfare, he has been posting some statuses on Facebook about buying drugs from one of the
neighbours, drinking and being involved in a fight with another resident. I’ve also noticed that he has
been spending time with a known paedophile. I know that he no longer lives with me but as his mum I
still have the right to make sure that he is okay. I want to know if he’s there now as I want to talk to him,
I have been trying to call him all day but he’s not answering.

A) Are you able to disclose information to the mother? (Address privacy and confidentiality).

B) After receiving the phone call you go and see if any case notes have been written but notice that
nothing has been documented about this particular client. You speak your fellow colleagues
during hand over regarding the phone call and the fact that no case notes had been written for
some time (Discuss the duty of care issues in relation to this scenario).

C) Discuss the communication strategies and plans you as an organisation would implement in
order to address these concerns.

References:

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CHC52015 Diploma of Community Services
CHCCOM003 Student Assessment – Version 2 October 2017
CHCCOM003 Develop workplace communication strategies Answer doc
Student Name: ID: Submission date:

Add your full Reference List here. Make sure that you have put all In-Text References after every
answers where you have used any sources at all.

You must answer all questions in Assessment Tasks 1 & 2

You must use correct grammar and spelling, so please proof read your answers and use Spell Check
and Grammar Check before submission

You must use APA referencing where you have used original sources.

Do not copy and paste text from any online sources or elsewhere.

4
CHC52015 Diploma of Community Services
CHCCOM003 Student Assessment – Version 2 October 2017