CHCCOM003 Unit Delivery and Assessment Plan V1

UNIT OUTLINE
Course Title: Diploma of Community Services Course Code: CHC52015
Unit Code: CHCCOM003
Pre‐requisites: NA
Unit Title: Develop workplace communication strategies
Nominal Hours: 100
Trainer:
Classroom Lectures 48
Contact Details: TBA
Support class 12
Work Telephone No:
Self‐study 40
Work email:
Work placement 400

Unit Descriptor

This unit describes 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.

CHCCOM003 Unit delivery and assessment plan Page 1

Version 1.0 – November 2016
Southern Cross Education Institute

Prescribed Resources (textbooks, DVDs, Journals, Publications)

 Business Victoria – Communication skills for managers

http://www.business.vic.gov.au/hiring‐and‐managing‐staff/staff‐management/communication‐skills‐in‐the‐workplace‐for‐managers

 Youtube

Communication Skills ‐ The 6 Keys Of Powerful Communication

https://www.youtube.com/watch?v=XCc6‐qr0Gww

 Woodcock Ross, J. (2011)Specialist Communication Skills for Social Workers: Focusing on Service Users' Needs. Palgrave MacMillian.
Specialist Communication skills for Social Workers: Focusing on Service Users’ needs
By (author) Johanna Woodcock Ross

Publisher:Palgrave MacMillan
Format: Paperback | 224 pages
Dimensions: 156mm x 230mm x 16mm | 340g
Publication date: 15 March 2011
Publication City/Country: Basingstoke
ISBN 10: 0230218040
ISBN 13: 9780230218048
Edition statement: New.
 Group Communication Theory
http://www.mhhe.com/socscience/comm/group/students/theory.htm


Recommended Resources (textbooks, DVDs, Journals, Publications)
● Community Door
www.communitydoor.org.au

● ACT social skills council
http://www.actcoss.org.au/oik/sections/standards.html

Additional Resources (textbooks, DVDs, Journals, Publications, Websites)
● APA referencing guide
● The University of Adelaide. (2012). APA Referencing Guide. http://www.adelaide.edu.au/writingcentre/referencing_guides/APA_styleGuide.pdf
● The University of Sydney. (2012). Your Guide to APA 6th Style Referencing
http://sydney.edu.au/library/subjects/downloads/citation/APA%20Complete_2012.pdf
Websites:
● Ethical codes of practice for community service workers
http://www.acwa.org.au/course‐accreditation/CODEOFETHICS.pdf



Assessment Task Assessment Type Notes
Number
1 Written Assessment Students must complete all questions to the required standard by the due date provided by the
trainer/assessor
2 Case Study Students could work in groups to discuss responses however they must complete their own responses
to the questions.
3 Project Students will complete detailed research to the presentation, group discussion and reflective report.
Students will present their presentation to their class groups in session 5. Students are encouraged to
gain support from a trainer if required.
4 Workplace assessment 400 hours completed in a SCEI approved Community sector organisation. Students are require to
consult with staff and management on placement. Parts of this assessment is required to be complete
one week after placement.



UNIT DELIVERY SCHEDULE
Online/self‐directed Industry Work Placement
Classroom hours Support class
Session learning ( 400 ) hours
(48 ) total hours (12 ) hours
(40 ) hours
Introduction to unit Student to work on Students will start to
● Assessment criteria assessment tasks Communication Skills ‐ investigate communication
● Required research for the unit Written Assessment The 6 Keys Of methods and strategies that
● Placement requirements ( 2 hours) Powerful employed in their workplace:
Communication
Complete Q1 of Assessment 1: Written Assessment This information will collected
https://www.youtube.co via:
1. Students are to complete the below table using the m/watch?v=XCc6‐ ‐ Data collection
following prompts: (This exercise is best done as a group) qr0Gww ‐ Meeting
‐ Conversation with
A) Students are to work in group to discuss a range of colleagues
communication strategies that they have witness in a Students should use ‐ Consultation with
workplace (any workplace will work). Using the below table your reflective journal: client and their
place them in column A families and managers
1
“ An area for
B) Together discuss if they were effective or not giving it a development in my Students should make use of
score from ten (10) being very effective to get the message communication skills is reflective journal to explore
across and one (1) being very ineffective to get the ….” thoughts on: “ What are some
message across. Place your response in column in B) important communication
methods that my workplace
C) Together why you felt these methods/strategies were manager uses”
effective or ineffective in deliver the message.

D) As a group reflect on what could have been improved or
what you have learnt in your reflection.

Student should be given time to answer the following question for
their reflective journal:

“ In working in my groups I discovered the importance of …… in
group communication“

( 8 hours)
Facilitate group discussions Student to work on
Key topic for discussion and exploring : (using session one to assessment tasks Students are required to Students will be required to
highlight topic) Written Assessment access the following website meet with colleagues to
( 2 hours) and explore group discuss how they go about
 Mechanisms that enhance effective group interactions communication theories by conducting:
 Strategies that encourage all group members to participate taking notes. ‐ Team meeting

 Seeking and acknowledging contributions from all ‐ Care Team meeting
‐ Individual supervision
members
 Group Communication
 Set and follow objectives and agendas for meetings and Theory

discussions

 What relevant information should be provided to groups to http://www.mhhe.com/s
ocscience/comm/group/
encourage successful outcomes
2 students/theory.htm
 Evaluate group communication strategies
 Understanding specific communication needs of individuals

Group activities:

Students should practice communication in groups. This could
include mock case management meeting, discussing a topic, team
meetings.

Students should be able to identify barriers that are present in
group communication it is important for the trainer to allow for
reflection around these.

Student should reflect on the below statement in their reflective
journals:

“ If I think back about a time that I was in a group. What was the

communication like and was there any communication barriers
present for the group? “

Explore: Assessment Project
( 8 hours)
Student to work on  Business Victoria –  Business Victoria –
Contribute to the development of effective communication assessment tasks Communication skills for Communication skills for
strategies Case study managers managers
( 2 hours)
Key topics for discussion: http://www.business.vic.gov http://www.business.vic.gov.a
.au/hiring‐and‐managing‐ u/hiring‐and‐managing‐
 Review strategies for internal and external dissemination of staff/staff‐ staff/staff‐
information (include methods such as policies/ procedure, management/communicatio management/communication‐
emails, verbal communication, pictures ect) n‐skills‐in‐the‐workplace‐for‐ skills‐in‐the‐workplace‐for‐
 Address special communication needs to avoid discrimination managers managers
in the workplace. (Include cross cultural communication)
3  Importance of timely discussions in the workplace for an Reflective journal:
effective workplace Discuss your learning in your
 Coaching as an effective communication methods including “What are the important workplace and use the
theory skills do I need to develop in reflective journal to answer:
 The use of negotiation and conflict resolution strategies order to be success for in
 Meditation managing people? “ “Reflect on what are a no go
 Networks, Why how and when ? for managers in regards to
 Appropriate communication (include boundaries, barriers, communication”
meets clients/people needs and ensures successful outcomes)

Discussion: Assessment 2: Case Study
( 8 hours)


Produce quality written materials Student to work on Assessment 2: Case study Students need to obtain a
assessment tasks variety of written work
Brainstorm: What written materials supports practice? Case study & Project Research and complete documents examples include:
( 2 hours)
Key topics ‐ Case notes
Woodcock Ross, J. ‐ Policies
Written material needs to be (2011)Specialist ‐ Procedures
‐ Clear Communication Skills for ‐ Pamphlets
‐ Logical Social Workers: Focusing on ‐ Meeting minutes
‐ Match the needs of the audience Service Users' Needs. ‐ Intake forms
‐ Purpose of the written materials Palgrave MacMillian.
‐ addresses organisation guidelines and current accepted After obtain at least five (5)
standards Specialist Communication documents students should
‐ Timely skills for Social Workers: analysis the information
Discussion: Focusing on Service Users’ ensuring that it meet the
needs following:
4 Where individual skill levels do not match workplace requirements.
How do you take appropriate remedial action, seek assistance and By (author) Johanna ‐ Clear
additional training? Woodcock Ross ‐ Logical
‐ Match the needs of
(Read section on interviews the audience
Conducting interviews and techiques) ‐ Purpose of the written
materials
Key topics: ‐ addresses
organisation
conducting interviews guidelines and current
accepted standards
formal discussions ‐ Timely

informal discussions Discuss your findings with
your collegues and managers.
Supervision


This exercise will form part of
Structures interviews your reflective journal

Use of effective questioning that include: Assessment 4: Workplace
Speaking assessment / Reflective
listening and non‐verbal communication techniques during journal
discussions and interviews, ensuring that required information is
accessed or message communicated effectively

Giving feedback and advice

Understanding reasons for meetings (including differences,
barriers)

Complaints management, grievance and counselling procedures

Students should be given time to practice skills and demonstrate
learnt knowledge.

Explore: Assessment 1: Written responses
Assessment 4: Workplace assessment
( 8 hours)


Student to work on Assessment‐ Project Workplace project: Attend a
Representing the organisation to diverse range of people in a range assessment tasks presentation, team meeting
of situations such as team meetings, presentation, network Case study & Project and/or network meeting.
meeting and other key events ( 2 hours)
Using the above exercise
Key topics: complete the workplace
project
Relevant and appropriately researched materials

The importance of adjusting material to meet audience needs and
requirements

Presenting information that is clear, relevant and enhancing
5
audience needs

How you go responding to questions in manner that is consistent
with organisation standards

Respecting and consider differences in views
in a way that values and encourage
contributions of others in group communication

Assessment: Project – Presentation

( 8 hours)



Student to complete all Student to complete all
Facilitate group discussions and interaction outstanding assessments outstanding assessments Reflective journal:

Key topic for discussion and exploring: ( 2 hours) “What feedback mechanisms
are available in my work
‐ Understanding mechanisms for group interactions placement?
‐ Strategies to encourage interaction
‐ The use of Feedback and mechanisms to receive it Using your reflective journal
‐ Acknowledgment of contribution in group discussion and use the following prompt:
interaction
‐ Setting and following objectives ‐ How has my
‐ How to communication to group to reach desired workplace supported
outcomes my understanding of
‐ Evaluate to support group communication communication and it
‐ Understanding barriers and communication needs of group place in the
members workplace?
6 ‐ Clarify of purpose
‐ Agreed procedures
‐ Understand and negotiation of roles and responsibilities in
group practice

Reflection:

Students should work together in group to share their learnings.
Reflecting on the following question and making use of my
reflective journal:

‐ How can what I have learnt in this module support my
overall role in promoting clear and effective
communication with my colleagues, clients and other key
stakeholders?


‐ On a scale of 1‐10 how useful is effective communication in
the workplace in meeting and reaching objectives?

‐ What areas of communication would I like to improve on in
my practice?
( 8 hours)




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CHCCOM003 Unit delivery and assessment plan Page 1

By (author) Johanna Woodcock Ross

 Group Communication Theory

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