• CHCCOM504A - Develop, implement and promote effective workplace communication

Assessor Resource

CHCCOM504A
Develop, implement and promote effective workplace communication

Assessment tool

Version 1.0
Issue Date: March 2024


The high level communication skills described in this unit may be applied across a range of workplace contexts involving development, application and evaluation of communication strategies to effectively address identified client needs and promote the organisation

This unit describes the knowledge and skills required to apply higher level communication skills that underpin effective workplace operations

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not Applicable


Employability Skills

This unit contains Employability Skills




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions

Assessment is recommended to be conducted over more than one occasion and include communications with individuals and groups

Access and equity considerations:

All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities

Context of and specific resources for assessment:

This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment:

Assessment may include observations, questioning or evidence gathered from the workplace, including testimonials from clients and colleagues etc


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include knowledge of:

Knowledge of different communication styles and techniques

Different interview techniques

Effective interpersonal, written and oral communication

Negotiation techniques

Group development processes

Conflict resolution strategies and techniques

Research techniques, including for social research

Essential skills:

It is critical that the candidate demonstrate the ability to:

Establish and maintain an appropriate network of clients

Incorporate the requirements of specific groups in all client service work

Communicate professionally with other professionals

In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

These include the ability to:

Work effectively with clients and service providers

Assess cultural communication protocols

Demonstrate application of skills in:

Self-reflection

Principles and practices of client service delivery

Effective workplace writing

Effective presentation techniques

Effective communication techniques

Effective interviewing

Effective group management processes

Conflict resolution and negotiation

Use relevant information technology effectively in line with occupational health and safety (OHS) guidelines

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Oral, written and non-verbal communication in the organisation can occur with:

Clients and stakeholders

Representatives of client groups or organisations

Members of the public

Managers and staff in own and other organisations

Private organisations and consultants

Academic institutions, public sector and community organisations

Colleagues in different locations e.g. regional/central offices

Audience needs may require adjustments, such as:

Alternative format for written materials such as large print, braille, audio or in another language

Assistive technology such as audio loops

Interpreters including signers

Written communication can involve both handwriting and operation of word processing equipment
It may take the form of:

Case notes and reports

Minutes of meetings

Routine as well as complex reports

Proposals, project plans and spreadsheets

General internal and external correspondence

Speeches, journal articles and marketing materials

Instructions, procedures and policies

Submission writing

Oral communication can take the form of:

Seeking and conveying information

Consulting and advising

Formal and informal presentations to different audiences

Structured interviewing for selection or counselling purposes

Leading discussions and briefings

Negotiating

Chairing and participating in meetings

Conflict resolution

Coaching

Advocacy

On the job training

Clients are defined by the work of the organisation and can include:

Individual members of the public

Other organisations, community groups and individuals

Other work areas of the organisation

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Develop, promote, implement and review strategies for internal and external dissemination of information as required to maximise individual and organisation effectiveness 
In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace 
Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way 
Provide coaching in effective communication to staff as required 
Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation 
Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes 
Maintain relevant work-related networks and relationships to meet client needs and organisation objectives 
Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives 
Present relevant, appropriately researched material in internal and external forums, in a manner that promotes the organisation and is adjusted as required to meet audience needs 
Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs 
Respond to questions from the audience in a manner consistent with organisation standards 
Respect and consider differences in views in a way that values and encourages contributions of others 
Define and implement mechanisms that enhance effective group interactions 
Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members 
Routinely set and follow objectives and agendas for meetings and discussions 
Provide relevant information to groups as appropriate to facilitate outcomes 
Evaluate group communication strategies to promote ongoing participation of all parties 
Identify and address the specific communication needs of individuals 
When conducting meetings, clarify purpose, agree procedures, negotiate roles and responsibilities, adhere to agreed timeframes and maintain equality of participation and input by group members 
Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action 
Provide feedback in a supportive manner appropriate to individuals and the group 
Use strategies to facilitate conflict resolution 
Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict 
Use effective skills in listening, reframing providing feedback and negotiation to support exploration and clarification of issues 
Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role 
Make referral for conflict resolution and mediation as appropriate 
Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document 
Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose 
Prepare and provide appropriate and timely advice to management and clients as required 
Where individual skill levels do not match workplace requirements, take appropriate remedial action, including seeking assistance and additional training 
In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to 
Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated 
Give feedback and advice in a way which reflects current identified good practice 
Conduct interviews and formal discussions with due regard to individual differences, needs and rights 
Use appropriate complaints management, grievance and counselling procedures to deal with serious problems 

Forms

Assessment Cover Sheet

CHCCOM504A - Develop, implement and promote effective workplace communication
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CHCCOM504A - Develop, implement and promote effective workplace communication

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: