CHCCOM504B - Develop, implement and promote effective workplace communication
Assessor Resource
CHCCOM504B Develop, implement and promote effective workplace communication
Assessment tool
Version 1.0 Issue Date: May 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 and linguistically diverse (CALD) environments
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 work health and safety (WHS) 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 negotiating 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
CHCCOM504B - 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
CHCCOM504B - 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