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Evidence Guide: CHCCOM4B - Develop, implement and promote effective communication techniques

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCCOM4B - Develop, implement and promote effective communication techniques

What evidence can you provide to prove your understanding of each of the following citeria?

Contribute to the development of effective communication strategies

  1. Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required to ensure individual and organisational effectiveness is maximised
  2. In developing and implementing strategies special communication needs are addressed to avoid discrimination in the workplace
  3. Channels of communication are established and reviewed regularly to ensure staff are informed of relevant information in a timely way
  4. Coaching in effective communication is provided to staff as required
  5. Negotiation and conflict resolution strategies are used where required to promote effective operation of the organisation
  6. Issues are negotiated with key stakeholders, clients and staff in a way which leads to a mutually acceptable outcome
  7. Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met
  8. All communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives
Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required to ensure individual and organisational effectiveness is maximised

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

In developing and implementing strategies special communication needs are addressed to avoid discrimination in the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Channels of communication are established and reviewed regularly to ensure staff are informed of relevant information in a timely way

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coaching in effective communication is provided to staff as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiation and conflict resolution strategies are used where required to promote effective operation of the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Issues are negotiated with key stakeholders, clients and staff in a way which leads to a mutually acceptable outcome

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

All communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Represent the organisation to a range of groups

  1. When participating in internal and external forums, presentations are relevant, appropriately researched and presented in a manner to promote the organisation, and adjusted to meet audience needs
  2. Presentations are clear and sequential and delivered within a predetermined time and utilise appropriate media to enhance the presentation and address audience needs
  3. Questions from the audience are responded to in a manner consistent with organisation standards
  4. Differences in views are respected and considered in a way that values and encourages other's contributions
When participating in internal and external forums, presentations are relevant, appropriately researched and presented in a manner to promote the organisation, and adjusted to meet audience needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Presentations are clear and sequential and delivered within a predetermined time and utilise appropriate media to enhance the presentation and address audience needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions from the audience are responded to in a manner consistent with organisation standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Differences in views are respected and considered in a way that values and encourages other's contributions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate group discussions

  1. Mechanisms which enhance effective group interactions are defined and implemented
  2. Strategies which encourage all group members to participate are used routinely including seeking and acknowledging contributions from all members
  3. Objectives and agendas for meetings and discussions are routinely set and followed
  4. Relevant information is provided to groups as appropriate to facilitate outcomes
  5. Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties
  6. The specific communication needs of individuals are identified and addressed
Mechanisms which enhance effective group interactions are defined and implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies which encourage all group members to participate are used routinely including seeking and acknowledging contributions from all members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Objectives and agendas for meetings and discussions are routinely set and followed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant information is provided to groups as appropriate to facilitate outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The specific communication needs of individuals are identified and addressed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce quality written materials

  1. Writing is succinct and clear and is presented in a logical and sequential way which matches the audience and the purpose of the document
  2. Organisation guidelines and current accepted standards of writing which match the purpose are observed in producing all written documentation
  3. Appropriate and timely advice to management and clients is prepared and provided as required
  4. Where individual skill levels do not match workplace requirements, appropriate remedial action is taken, including seeking assistance and additional training
Writing is succinct and clear and is presented in a logical and sequential way which matches the audience and the purpose of the document

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organisation guidelines and current accepted standards of writing which match the purpose are observed in producing all written documentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate and timely advice to management and clients is prepared and provided as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where individual skill levels do not match workplace requirements, appropriate remedial action is taken, including seeking assistance and additional training

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct interviews

  1. In conducting interviews and formal discussions effort is applied to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
  2. Effective questioning, speaking, listening and nonverbal communication techniques are used during discussions and interviews, to ensure the required information is accessed or message communicated
  3. Feedback and advice is given in a way which reflects current identified good practice
  4. The conduct of interviews and formal discussions shows due regard to individual differences, needs and rights
  5. Appropriate grievance and counselling procedures are used to deal with problems of a serious nature
In conducting interviews and formal discussions effort is applied to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective questioning, speaking, listening and nonverbal communication techniques are used during discussions and interviews, to ensure the required information is accessed or message communicated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback and advice is given in a way which reflects current identified good practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The conduct of interviews and formal discussions shows due regard to individual differences, needs and rights

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate grievance and counselling procedures are used to deal with problems of a serious nature

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Critical aspects of assessment:

Establishing and maintaining an appropriate network of clients

Incorporating the requirements of specific groups in all client service work

Essential knowledge:

Assess cultural communication protocol

Knowledge of different communication styles and techniques

Different interview techniques

Introduction to Social Research

Introduction to Study Skills

Interpersonal Communication

Group Processes

Interviewing Skills

Models and theories of crisis intervention

Returning to study

Research skills

Introduction to personal communication evaluation

Written communication

Oral communication

Essential skills:

Principles and practices of client service delivery

Effective workplace writing

Effective presentation techniques

Effective communication techniques

Operation of interview and other panels

Effective group management processes

Conflict resolution and negotiation

Capacity to work effectively with clients in crisis

Resource implications:

Access to appropriate workplace where assessment can take place or

Simulation of realistic workplace setting for assessment

Consistency in performance:

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

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

Context of assessment:

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

Critical aspects of assessment:

Establishing and maintaining an appropriate network of clients

Incorporating the requirements of specific groups in all client service work

Essential knowledge:

Assess cultural communication protocol

Knowledge of different communication styles and techniques

Different interview techniques

Introduction to Social Research

Introduction to Study Skills

Interpersonal Communication

Group Processes

Interviewing Skills

Models and theories of crisis intervention

Returning to study

Research skills

Introduction to personal communication evaluation

Written communication

Oral communication

Essential skills:

Principles and practices of client service delivery

Effective workplace writing

Effective presentation techniques

Effective communication techniques

Operation of interview and other panels

Effective group management processes

Conflict resolution and negotiation

Capacity to work effectively with clients in crisis

Resource implications:

Access to appropriate workplace where assessment can take place or

Simulation of realistic workplace setting for assessment

Consistency in performance:

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

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

Context of assessment:

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

Required Skills and Knowledge

Not applicable.

Range Statement

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

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

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 organization

Non verbal communication incorporates using:

Techniques of listening

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

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

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 organization

Non verbal communication incorporates using:

Techniques of listening