Homework answers / question archive / CHCCOM003 Develop workplace communication strategies

CHCCOM003 Develop workplace communication strategies

Writing

Share With

---

CHCCOM003 Develop workplace communication strategies.

Assessment Task

This assessment contains the following for you to complete:

Assessment Type            Overview

Written assignment        A written assessment requires you to provide detailed responses to the questions asked.  A guide is provided for the length of each response, and generally this will either a total word count (e.g. 100 words) or a range (e.g. 150 to 200 words).

As a guide, a page of A4 text single spaced is approximately 250 words.

Project

                A project involves a number of steps or parts that must be completed in the correct order.  Instructions may require written answers, demonstration of steps, etc.

Role play

                A role play requires you to identify and use work colleagues, other students or friends to participate in a video/ audio recorded role play.  All participants should be familiar with the broad concepts of the task.  The role play allows your assessor to assess your communication skills, interpersonal skills, and knowledge.

Research

                Research requires you to research the topic (through various areas such as procedures, policy, internet, textbooks, etc), and then write a document with your findings.

Workplace assessment

                A workplace assessment is conducted to demonstrate application of knowledge within the workplace.  You will complete a set of designated tasks with a supervisor or trainer/assessor watching. 

Portfolio

                A portfolio involves completing a series of specific or unique activities that together meet the assessment requirements.  Activities may vary including meetings, role plays, written, or require research to complete.

 

Required equipment and resources.

•             Word processor application

•             Internet Broadband

•             Computer video camera and microphone

•             Links to local service agencies or organisations

•             Relevant organisational policies and procedures

•             Relevant legislation, regulation and codes of practice

•             Upside of Counselling Website

 

Submission Requirements

•             Answer all questions

•             Upload your answers to MyUpskilled.

•             The due date for this assessment is provided in the students individual training plan

•             Check your submission for spelling, grammar, readability, etc.

•             Check your submission addresses the assessment instructions, the requirements in the assessment checklist and any other requirements.

•             Ensure you have provided references for material that has been sourced from elsewhere.

•             Save your submission in an appropriate format:

-              Text documents must be saved in .docx, Excel – in .xls, PowerPoint in .pptx, etc.

-              Audio files must be saved in WAV, MP3, AAC, WMA or FLAC format

-              Video files must be saved in MP4, WMV, MOV or AVI format

•             You must save your submission documents in the format ‘Unit of competency’_’Assessment task or part’_’your name’_’date submitted’.docx. For example, UOC Code _Task 1_Joan Smith_20Apr2020.docx. 

•             Do not compress (zip) the documents when uploading it for assessment or include within folders.

 

Feedback

Trainer/Assessors are required to review the assessments and make comments either in the document or in the Trainer/Assessors Feedback form and upload it to My Upskilled.

Video/audio submission requirements

There are activities in your course that will require you to submit a video or audio recording to fulfill the requirements of an assessment Activity.  Assessments with Videos or audio recordings that involve participants (i.e. meetings, or role plays, etc.) will require the student and participant(s) to provide a Declaration of Consent statement.  Participants need to be (18) eighteen years of age or older. This is necessary for Upskilled to maintain Upskilled policies and procedures and comply with Privacy Legislation. 

•             At the start of the recording, EACH person who is participating in the video/audio recording must declare their name and they are a willing participant. For video recordings, it is necessary for the participant to be seen in the video making their statement.

•             Student Script:

‘My name is _____, a student with Upskilled.  I am recording this video or audio for my Upskilled course and understand it will be viewed by Upskilled staff and may also be viewed by regulatory staff. I am a willing participant for this recording.’

•             Participant script:

‘My name is _____ and will be a participant in this recording.  I understand the purpose and use of this recording and I am participating willingly.’

 

Information and tips on Role Plays:

You will find some information and tips on how to approach role plays at the bottom of this document.

Assessment instructions

1.            Part A Contains 2 questions. Read the context and framework for each question first, read the suggested readings (if relevant) and answer each question.

 

2.            Part B is a project. Read the instructions and design a communication plan using digital media. This will be implemented onto Upside of Counselling’s Website and used for information and promotional purposes.

 

3.            Part C is a project. Read the instructions and develop your communication plan/strategy for your organisation (Upside of Counselling).

 

Part A

2 Questions:

 

Crisis Communication Plan:

 

1.  Crisis Communication Plans are strategic ways to restore and preserve an organisations reputation. A crisis is something that has a long-lasting effect on the reputation or financial viability of an organisation, such as scandal, lawsuits, or natural disasters, that effect or prevents the organisation from carrying out their activities. An organisation must be able to respond promptly, accurately and confidently during a crisis in the hours and days that follow. Many different audiences must be reached with information specific to their interests and needs. The image of the organisation can be positively or negatively impacted by public perceptions of the handling of the incident.

 

This activity asks you to consider something that could negatively impact your community service organisation and hypothesise some of the negative effects a crisis could have. An example you could consider is power outage, some bad press in the media or any other that you would like to consider.

 

Use the following questions to assist you in designing your statement:

 

?             What happened?

?             Where it occurred (not just the geographical location, but the media channel where the news first broke)?

?             Who in your organisation will be responsible for questions?

?             Who needs to know? Who is your statement for? Customers, clients, community and neighbours, government regulator and other authorities, etc?

 

a)            Craft a statement for media release. Your statement should acknowledge the crisis and its severity and aim alleviate any fears the services users and public may have. (100-200 words)

]

b)            Craft a statement for internal communications for your organisations staff. (100-200 words)

 

Work-related networks and relationships

2.            As part of your role working in community services you will need to maintain your work-related networks and relationships to meet organisation objectives. Complete the following activities:

 

a)            Develop a professional ‘LinkedIn’ profile by creating a login and profile

b)            Provide a screen shot your profile page and upload with your assessment

c)            Join three (3) relevant industry groups and create or reply to a professional post in each group, at least once.

d)            Provide three (3) screen shots of your created posts or replies.

Question Description: 1. Part A Contains 2 questions. Read the context and framework for each question first, read the suggested readings (if relevant) and answer each question.

 

2. Part B is a project. Read the instructions and design a communication plan using digital media. This will be implemented onto Upside of Counselling’s Website and used for information and promotional purposes.

 

3. Part C is a project. Read the instructions and develop your communication plan/strategy for your organisation (Upside of Counselling).

 

 

 

 

 

 

 

 

 

 

 

 

 

Part B - Design and develop a Communication Strategy/Plan using digital media to provide information and promote organisation to clients.

 

Digital media covers a wide variety of web-based engagement process such as online discussion forums and blogs, Facebook, Instagram, Twitter, online surveys, social networking, ratings and voting, and digital interactive TV.

Assessment

You are required to design and develop a Communication Strategy/Plan using digital media to provide information and promote the ‘Upside of Counselling’ organisation to clients.

Please take the time to read the Introduction to the Upside of Counselling which gives an overview of the site including how to navigate and how to access resources.

You will be creating a PowerPoint Presentation to be implemented on the Upside of Counselling website. The PowerPoint will be used as a communication strategy to provide information and promote Upside of Counselling to clients through networking with other services and community organisations. This should be used as part of your presentation to your team in the Assessment Part C Role Play.

You can access the site here: http://upsideofcounselling.com.au/

1.            Summarise the strategy you will use to provide information and promote ‘Upside of Counselling’ to clients, using digital media (PowerPoint presentation). (200 words)

2.            Describe how you will maintain the work-related networks and relationships (such as other services) to meet Upside of Counselling’s objectives. (100 words)

3.            Outline (bullet point) the important information and resources you will need to support the communication Strategy/Plan (PowerPoint presentation). (100 words)

4.            Develop a 6-10-page PowerPoint presentation to provide information and promote ‘Upside of Counselling’ to clients (This must be an actual PowerPoint Presentation - Digital Media)

5.            Complete the Table below in relation to how the PowerPoint will be implemented on Upside of Counselling’s Website for promotional purposes with clients

 

Timeframe          Key stakeholders

group

organisations

individuals           Key messages for clients (what they need to know)        Channel

Strategies

(must include digital media used)             Responsible

Preparation                                                       

Examples:

Jan - Feb 2020    Counsellors and mental health support workers. services, clients              Purpose and intended use of the Upside of Counselling for mental health practitioners and community service counsellors     Upskilled online newsletter, PowerPoint               Upside of Counselling Manager

                                                               

 

                                                               

 

                                                               

 

                                                               

 

                                                               

 

                                                               

 

                                                               

 

 

Part C - Develop and present a communication strategy and associated protocols with your Upside of Counselling team.

 

Following on from your PowerPoint Presentation developed in Part B. You have been asked by your manager to develop and present an overall Strategy and Communication Plan (communication strategy and associated protocols) to promote the ‘Upside of Counselling’ to clients and other stakeholders. This is in line with Upside of Counselling’s needs and goals as well as their Organisation Business Plan and Strategic Plan.

Upside of Counselling’s needs, goals, business plan and strategic plan can be determined from the areas below:

?             Increased participation for clients in the services that Upside of Counselling has to offer.

?             Ensuring that stakeholders are aware and have access to all services and areas Upside of Counselling has to offer.

?             Internal Stakeholders (employees) are aware of and have access to all policies and procedures of Upside of Counselling.

?             http://upsideofcounselling.com.au/about

In this respect there may be several communication strategies you consider for this Communication Plan. Consideration of the Upside of Counselling website and the PowerPoint you have created in Part B should be included in this Plan. The presentation will be fifteen to twenty (15-20) minutes duration.

Note:

This project requires you to present your proposal to ‘your team, manager and colleagues’. The presentation will take place online ( recorded Zoom session or similar) so you will need a computer with a camera and Microphone. The audience you will be presenting to for this assessment will be your business team at Upside of Counselling.

Important: You will need to have at least 2 volunteers to play the roles of your business unit/team (see video instructions above). One of the volunteers must play the part of your manager and the other volunteer will play the part of the other member of your team i.e. marketing manager. You must record the meeting on a Zoom session or similar so that you can submit this with your completed assessment.

Please contact your Trainer if you require support finding volunteers for the role play in this Assessment.

 

 

 

 

Use the following Communication Plan/ Strategy Templates to develop your proposal (all areas must be completed):

1.            Background and introduction

 

Provide a brief description of the proposal, how it aligns to the organisation needs, goals. Assess Upside of Counselling’s Strategic Plan/Mission/Goals etc. (100 words)

 

 

 

If any research has been conducted include a summary of this research, in particular, the key findings and implications of this. (100 words)

 

 

 

 

You should also describe the communications problem that your strategies seek to address. In doing so you should define the scope of this strategy, and if necessary, explain what the strategy does not cover and why. (100 words)

 

 

 

 

Outline any competing or conflicting interests you need to consider for the communication strategy and associated protocols (100 words).

 

 

 

2.            Proposal objectives

Consider the Overall Proposed Objectives for your Communication Strategy/Plan that align with Upside of Counselling’s needs and goals, you must include at least three (3) goals and objectives.

Goals are usually broad and discuss general intentions, they tend to be abstract and can be difficult to evaluate. Objectives are more precise and concrete.

 

When writing objectives, consider using SMART as a guide (specific, measurable, achievable, realistic and time bound.

 

In this respect try and consider quantitative and qualitative objectives.

i.e. Quantitative - how many, how much, how long etc. (can be put into numbers) and qualitative - the quality as described by you.

 

Proposal objectives (up to 100 words each)

 

1.

 

2.

 

3.

 

 

3.            Communication objectives

 

Set out the objectives you want to achieve through your communication strategies. Consider whether you have a different purpose behind each objective, such as raising awareness or understanding, increasing client participation etc.

 

Some examples of the different types of objectives include:

?             Awareness: eg.To increase target audience’s awareness that the organisation is partnering with x organisation.

?             Comprehension: eg. To increase community understanding of the organisation’s goals or services it will provide.

?             Conviction: eg. To build the organisation’s reputation or share achievements.

?             Action: eg. Consumers of the community to provide feedback on partnership activity for planning or evaluation.

 

 

1.

 

2.

 

 

 

 

 

 

 

 

4.            Target audiences/stakeholders

 

Complete each section in the following table (up to 100 words each)

This is to ensure you maintain work-related networks and relationships to meet the organisations objectives.

 

Internal stakeholders    

 

 

 

 

External stakeholders

(ensure you include related networks and relationships)

 

 

 

               

How will you maintain the work-related networks and relationships?

               

Additional communication

requirements needed

 

 

 

 

 

                E.g. audience has different language backgrounds, people with special communication needs

Protocols and standards of the organisation considered                i.e. Policies and procedures such as privacy and confidentiality etc. See Upside of Counselling Website for the policies and procedures of the organisation. Also consider ethical considerations etc.

 

5.            Key messages

 

List the key messages that you need to apply consistently throughout your communications activity. You should stick to no more than five ‘umbrella’ messages that span the entire proposal, which you can then supplement with versions tailored to different audiences if necessary.

 

                Key Messages

1             

 

2             

 

3             

 

4             

 

5             

 

 

6.            Budget

 

Detail the amount of the partnership program budget that has been allocated to communications. Also explain any conditions or restrictions associated with spending the budget.

 

Item      Amount               Cost       When

 

 

                                               

 

 

                                               

 

 

                                               

 

 

                                               

 

 

                                               

 

7.            Risks and issues

 

Detail any issues that may negatively impact on the success of your communications.

Your SWOT analysis in Part A Question 5 may help identify potential threats or risks.

Consider drafting a list of potential questions and answers about your proposal that would address these issues.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

8.            Implementation

 

Complete the table below to where relevant to your Communication Plan/Strategy. Delete the Tactic/s that are not relevant.

 

Tactic strategy and message.

(Include the channel, strategy and overall message here)

                Target Audience               Timing   Cost       Responsibility

Internal/Organisation Communications

Posters                                                

Staff forums                                                      

Website                                                              

Newsletter                                                        

Event launch                                                     

Magazines                                                         

Client/consumer updates                                                           

External Communications

Websites                                                            

Media release                                                  

Local media/news                                                          

Direct marketing (emails/letters)                                                             

Advertising

?             TV

?             Print

?             Radio

?             Online

?             Other                                                   

Events

?             Workshops

?             Information sessions

?             Stakeholder meetings                                                  

Marketing Collateral

?             Fact Sheets

?             Newsletter

?             Brochures

?             Issues Papers                                                   

Other ideas - if budget or circumstances permit there are a range of other innovative ways to communicate such as:

Sponsorship - investment in either cash or

kind, which results in benefits for the

sponsoring and sponsored party                                                              

Competitions – can be effective in encouraging

trial, testing knowledge and understanding,

and encouraging engagement                                                  

Spokesperson – a high profile person who acts

as a public advocate of your partnership                                                              

Community Service Announcements (CSAs) similar to advertisements, CSAs are free of

charge on some community broadcasters                                                           

Interactive training program or educational

computer game                                                               

Promotional products – such as pens, post-it

notes, stickers, magnets etc.                                                     

 

9.            Evaluation

 

Using the Proposal Objectives above, use the table below to explain how you will evaluate this communication strategy against the communication objectives detailed in your objectives above. You should briefly describe the measure of success as well as the evaluation tool you plan to use. Examples of common evaluation tools include:

?             Website hits or page impressions

?             Questionnaires

?             Anecdotal feedback

?             Number or nature of enquiries received due to communication strategies

?             Increase in client participation

Objective            Measure              How to measure

E.g. To increase target audience

awareness of proposal’s goals   Recall or recognition of proposal goals

Must include Quantitative and Qualitative Measures      Participant survey

1.                                           

2.                           

 

               

3.                           

 

               

Adapted from State Government Victoria, (2019). Department of Education and Early Childhood Development, ‘Developing Work Plans – Communications Strategy Template’.

10.          Communication outcome feedback

 

Create a Feedback Form to assess your communication strategy and associated protocols that you will be presenting to your team.

 

You must:

 

?             include sections to assess your communication outcomes in relation to your presentation.

?             Include sections where you can gain feedback specifically related to your presented communication strategy and associated protocols.

 

Important: Distribute the feedback form to each team member after your presentation (i.e. email). Ensure that they return these completed so that you can submit them with your other submissions for this assessment.

 

Feedback Form example:

https://www.tamuc.edu/facultyStaffServices/trainingDevelopment/Documents/Survey.pdf

 

11.          Presentation – Recorded video of the presented communication strategy and associated protocols your business unit/ team (15-20 mins)

 

Present the communication plan and strategies to staff ensuring that you include your identified, protocols and organisation standards as well as the work-related networks and relationships to meet organisation objectives listed above.

 

You must model effective Oral and Written Communication in a Mentoring and or Coaching Approach to your Team in this presentation.

 

12.          Lessons learnt and continuous improvement.

 

After receiving the feedback from all participants that attended your presentation, write a 200-word reflection that identifies the lessons you have learnt as well as areas you have identified for continuous improvement with regards to your Communication Plan and Strategies.

 

For Part C you must complete all the following:

 

•             Present an overall Strategy and Communication Plan to promote ‘Upside of Counselling’ to your business unit or team. Ensure that you complete and use the provided Templates (protocols), consideration of the Upside of Counselling website and your PowerPoint developed in Part B in your presentation. (15-20 mins duration).

 

•             Ensure that you have created and distributed a Feedback form for all Team Members you are presenting to in order to assess communication outcomes.

 

 

•             Complete a 200-word reflection that identifies the lessons you have learnt as well as areas you have identified for continuous improvement with regards to your Communication Plan and Strategies.

 

 

Information for facilitating Role Plays in Upskilled Assessments on the next page:

 

 

 

 

Information for facilitating Role Plays in Upskilled Assessments

Why Role Plays?

Role playing is a tool used by trainers and assessors to assess students and their capacity to demonstrate knowledge and skills by playing a particular role that relates to the area they are studying. i.e. a Case Manager in the Community Services industry. In this respect it is important that students have given themselves enough time to be well prepared for each role play and what is expected of them in this role to be facilitated in an assessment environment.

Preparation:

It is recommended that students will have completed all necessary preparation including research of the required areas they are facilitating before conducting their role play assessment/s. Students need to ensure that they fully understand what is required of them to address all areas as described within the role play assessment/s.

Preparation could include:

•             studying the assessment requirements and related documents in detail,

•             practicing the role play in the student’s course with other students, with work colleagues, friends or family members,

•             consulting with their trainer and assessor so that they are familiar with how they will go about facilitating that role and its requirements competently.

Preparing Role Play Participants:

It is necessary for students to be clear about who will be playing the other part/s within the role play/s (clients etc.) and how they will prepare them for this. This is extremely important as the role play participants will need to be well informed and play their part competently for the student to facilitate their role and address the required areas of the assessment.

Ensuring role play participants are well prepared could include:

•             providing them with all information necessary on the role play part and discussing this with them (such as a Case Scenario) so that they are aware of the specifics of their role within the role play.

•             The student could also practice the role play with the role play participants before the role play takes place and

•             be available for any questions the role play participant may have.

 

 

 

Role Play Facilitation:

Students should be confident in their ability if they are well prepared and have prepared the role play participants as required. Assessors are looking to see that students can competently cover the areas in the assessment instructions within the allotted time frame. At the time of facilitating the actual role play/ students need to ensure their role play is competent, focussed, and clear, addressing all required areas within that time frame.

Role-Playing and Interactive Learning Activities

This course comes with Interactive Learning Activities. Upskilled understands the importance of practical experience, so to complement the theory components of your course, our specialist trainers may run ad-hoc Interactive Learning Activities.

 

You'll have the opportunity to collaborate with other students - sharing questions, thoughts and ideas, as well as participating together in interactive learning activities.

 

While the Interactive Learning Activities are not mandatory, your participation is encouraged.

 

You can receive some additional benefits and support, which may include:

 

•             Having a study buddy where you can bounce off ideas and help each other with assessments.

•             Online Classrooms where our specialist trainers can go over learning content that's part of your course.

•             Activities that relate to your assessments, which can help boost your knowledge and skills.

 

Additionally, role-playing is included in some of the learning areas of this course. It will also make up some of the practical elements of your assessments, including the assessments in your work placement.

 

The benefits of role-playing

Upskilled believes that you can benefit from undertaking role-playing activities throughout your studies. Not only are they fun and interactive, it gives you the opportunity to collaborate with other participants such as other students, your family, friends and or colleagues.

 

Below are some benefits you can experience when role-playing:

 

 

 

 

Improved decision-making and communication skills:

 

Working in health and community services may involve you working in a variety of work settings. Professionals in this field are expected to make decisions and communicate effectively with clients, colleagues and stakeholders. Our role-playing assessments can help further improve your decision-making and communication skills in a community service workplace.

 

Preparation for work placement:

 

Role-playing is effective in helping you prepare for work placement. Before you go on work placement, you'll need to complete most of the theory components of your course. The skills and knowledge developed from your role-playing assessments are based on scenarios you may face when working in the community services industry.

 

Develop knowledge and skills to be "work-ready":

 

Due to the interactive nature of role-playing, it can be an opportunity to practice community service industry roles with volunteers and other students to enhance your knowledge and skills. Job roles within this field are "hands-on", so role-playing can prepare you for the physical nature of the work - particularly in the disability and aged care sectors.