TWO TASKS
CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 18 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K CHCCOM003 DEVELOP WORKPLACE COMMUNICATION STRATEGIES Student Guide CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 2 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Contents Contents 2 Overview 3 Content 4 Learning outcomes 5 Develop communication strategies 6 Establish communication protocols 19 Promote the use of communication strategies 33 Review communication practices 40 Review and assessment 43 CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 3 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Overview The Student Guide should be used in conjunction with the recommended reading and any further course notes or activities given by the trainer/assessor. Topics Content Topic 1: Develop communication strategies Identifying stakeholder needs Identifying conflicts of interests Developing communication strategies to meet organisational goals Develop a communication plan Topic 2: Establish communication protocols Adapt communication strategies to suit a range of contexts Develop communication protocols in line with strategies Support the implementation of communication protocols with information Topic 3: Promote the use of communication strategies Presenting communication strategies, protocols and standards to staff Modelling effective oral and written communication and mentoring staff Maintaining work-related networks and relationships to meet goals Topic 4: Review communication practices Assess communication outcomes by obtaining feedback Identifying opportunities for continuous improvement Unit review and assessment tasks CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 4 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Content The Student Guide includes: topics for the unit activities links to websites containing relevant information (if the links are broken, copy and paste into a web browser). Activit ies The trainer/assessor will provide a simulated work environment therefore, the activities provided in the Student Guide: reflect real life work tasks are performed to industry safety requirements as relevant use authentic workplace documentation require you to work with others as part of a team require you to plan and prioritise competing work tasks involve the use of standard, workplace equipment such as computers and software take into consideration workplace constraints such as time and budgets will either be self-directed or carried out as part of group or team work require you to read through the activity carefully and ask the trainer/assessor for guidance if needed will have time allocated for completing the activity, along with time for class discussion and feedback Some activities may require you to submit work to the trainer/assessor for feedback. Where this is the case it will be indicated at the bottom of the activity. Video clips If presented in class, take part in any class discussions, providing feedback and contributing to debate and arguments. If directed to watch the video as part of self-study, or independently in class, take notes so contributions to any future class discussions can be made. CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 5 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Roleplays The trainer/assessor will direct class roleplays. When undertaking these activities ensure that you understand the purpose of the roleplay and take part as if you are in a professional situation to provide your fellow classmates with a true-to-life experience. Roleplays rely on your ability to act in a manner that imitates real- life situations and can provide you with depth of understanding and practical skills. Learning outcomes By the end of this unit, you will have 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. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice. Outcomes include: developing communication strategies establishing communication protocols promoting the use of communication strategies reviewing communication practices. CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 6 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Develop communication strategies Identifying stakeholder needs Communication is a vital part of life! This unit is all about developing workplace communication strategies so communication can be more effective. Stakeholders are people and groups affected by, or who perceive themselves to be affected by, the operations of an organisation. The stakeholders you might want to include in a workplace communications plan can be internal or external stakeholders – or a mixture of both. Internal stakeholders are directors, managers, supervisors, employees, and others who are working within the organisation while external stakeholders are considered to be customers, clients, suppliers, donors, the community and the wider society. Communicating and consulting with internal and external stakeholders is an on-going process. Internal stakeholders need information to help them manage projects, plan activities, and make required adjustments to ongoing activities. This means that they need frequent and easily digestible quantitative and qualitative information. External stakeholders need information to perform periodic monitoring of project results in order to hold projects accountable for promised results. They tend to require less frequent, but more formal and more rigorous (often largely quantitative) information. Organisations must have consultative processes in place that enable feedback and input, and strategies that meet stakeholder needs. It is important to keep in mind that consultation is about informed discussion and decisions should always be based upon factual information, knowledge and experience. Once you know what is important to your stakeholders, you can set priorities and begin developing a communications strategy and its associated protocols. As a community services organisation, you will need to determine the following: Who are my stakeholders? What is my current relationship with each one? What information needs to be communicated to each stakeholder? How can the organisation meet the needs of its stakeholders? Is information effectively communicated to internal and external clients? 1 CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 7 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K How often should information be communicated to each of the stakeholders? Does the organisation need to review its communication practices? Watch What are stakeholder communications? (02:00) https://youtu.be/SDn3BDnRZTw Brainstorm the following: Potential stakeholders in your current or future workplace. What types of information will these stakeholders need? The trainer/assessor will facilitate a class discussion about the outcomes of the video. MYLLUMBY & DISTRICT NEIGHBOURHOOD CENTRE INC. Myllumby & District Neighbourhood Centre Inc. is a not-for-profit, incorporated community organisation providing a variety of community welfare services to people in the locality of Myllumby and surrounding districts, including food assistance (soup kitchen), women’s resource service, mental health nurse, parent support, financial counselling and disability support services. The Myllumby Neighbourhood Centre Inc. receives financial assistance from Federal and State Government as well as funding from our supporters within the local business community. They are always happy to receive sponsorship or donations. The Myllumby Neighbourhood Centre Inc. have employees, support workers and committee members consisting of a dedicated group of volunteers who give unselfishly of their time and expertise. https://youtu.be/SDn3BDnRZTw CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 8 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Act iv i ty Assume you are an employee of Myllumby Neighbourhood Centre Inc. and it is your responsibility to oversee communications to the stakeholders. Identify the internal and external stakeholders. What are the different types of information that would need to be communicated to these stakeholders on a regular basis? Consider the different ways in which you might communicate to the different stakeholders, for example: social media, memos, face-to-face, etc. Discuss your responses in a class discussion facilitated by your trainer/assessor. CHC52015 Diploma of Community Services Student Guide – CHCCOM003 Develop workplace communication strategies Page 9 of 43 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Identifying conflicts of interests What is a confl ict of interests? A conflict of interest occurs when a person has a duty to more than one party and cannot manage the opposing interests of the parties. Simply put, a conflict of interest refers to a conflict between someone's private interest and their official duty. Community workers are obligated to take reasonable steps to avoid conflicts of interest. Sometimes conflicts arise between the worker's professional obligation to a client – the client's right to confidentiality, for example – and the community worker's own personal values, their concern for the client's well-being or their duty to the community. These conflicts can arise between colleagues or other support agencies. Conflict of interest may include any activity that interferes with your ability to perform your work role in a professional manner. Giving special treatment to friends or relatives or accepting bribes, gifts or favours for services performed. Misusing official information.