Develop, implement and promote effective workplace communication

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCOM504B, 'Develop, implement and promote effective workplace communication'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop, implement and promote effective workplace communication' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Contribute to the development of effective communication strategies

1.1 Develop, promote, implement and review strategies for internal and external dissemination of information, as required, to maximise individual and organisation effectiveness

1.2 In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace

1.3 Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way

1.4 Provide coaching in effective communication to staff as required

1.5 Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation

1.6 Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes

1.7 Maintain relevant work-related networks and relationships to meet client needs and organisation objectives

1.8 Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives

2. Represent the organisation to a range of groups

2.1 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

2.2 Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs

2.3 Respond to questions from the audience in a manner consistent with organisation standards

2.4 Respect and consider differences in views in a way that values and encourages contributions of others

3. Facilitate group discussions

3.1 Define and implement mechanisms that enhance effective group interactions

3.2 Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members

3.3 Routinely set and follow objectives and agendas for meetings and discussions

3.4 Provide relevant information to groups as appropriate to facilitate outcomes

3.5 Evaluate group communication strategies to promote ongoing participation of all parties

3.6 Identify and address the specific communication needs of individuals

4. Facilitate work group interaction

4.1 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

4.2 Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action

4.3 Provide feedback in a supportive manner appropriate to individuals and the group

5. Use specific communication techniques to assist in resolving conflict

5.1 Use strategies to facilitate conflict resolution

5.2 Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict

5.3 Use effective skills in listening, reframing, providing feedback and negotiating to support exploration and clarification of issues

5.4 Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role

5.5 Make referral for conflict resolution and mediation as appropriate

6. Produce quality written materials

6.1 Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document

6.2 Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose

6.3 Prepare and provide appropriate and timely advice to management and clients as required

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

7. Conduct interviews

7.1 In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to

7.2 Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated

7.3 Give feedback and advice in a way which reflects current identified good practice

7.4 Conduct interviews and formal discussions with due regard to individual differences, needs and rights

7.5 Use appropriate complaints management, grievance and counselling procedures to deal with serious problems