a. Develop communication strategies
b. Establish communication protocols
c. Promote the use of communication strategies
d. Review communication practices
1.2 Identify competing or conflicting interests
1.3 Develop a range of communication strategies to meet organisation needs and goals
1.4 Develop a communication plan
2.1 Identify processes for adapting communication strategies to suit a range of contexts
2.2 Develop processes and protocols in line with communication strategies
2.3 Prepare information and resources to support the implementation of communication protocols
3.1 Present information to staff regarding communication strategies, protocols and organisation standards
3.2 Model effective oral and written communication and provide mentoring and/or coaching to staff
3.3 Maintain work-related networks and relationships to meet organisation objectives
4.1 Obtain feedback from others to assess communication outcomes
4.2 Record lessons learnt and identify opportunities for continuous improvement
Assessment outline
This assessment contains three parts. You are required to answer all questions. You are being assessed on the learning you have already undertaken as listed below.
The first task is questions and answers. You must complete each of the ten questions, ensuring that the response corresponds with the task number.
A minimum of one paragraph response per point is required
The second task is a written task/presentation. There are two sections to this assessment:
1. Section A is the development of a crisis communication plan which will then be delivered to the class in a 10 minute presentation.
2. Section B is the development of digital media strategy for promoting a new service to current and potential clients.
Task three is a portfolio task: You are required to add the required documentation to your portfolio
Task 1: Questions and answers.
You must complete each of the ten questions, ensuring that the response corresponds with the task number.
A minimum of one paragraph response per point is required
3. Discuss the legal and ethical considerations when communicating in a community services workplace, relating to the following:
a. Privacy, confidentiality and disclosure
b. Discrimination
c. Duty of Care
d. Mandatory reporting
e. Informed consent
4. Identify three special communication needs of personnel or clients at that workplace
5. Discuss the organisation’s etiquette for communicating with:
a. Clients
b. Superiors and Employees
6. Identify four possible communication barriers, restraints or difficulties when communicating with clients and staff
7. Discuss the range of communication strategies that a workplace uses to communicate including alternate strategies.
8. Explain what is meant by “traditional media” and give two examples.
9. Explain what is meant by “digital media” is and give two examples
10. Explain why you may need to develop written proposals or submissions and
11. Explain the resources you will require to implement a communication.
Task 2: Written Tasks
There are two sections to this assessment:
a. Section A is the development of a crisis communication plan which will then be delivered to the class in a 10-minute presentation.
b. Section B is the development of digital media strategy for promoting a new service to current and potential clients.
Your responses to section A and section B should be based on either your current or a previous workplace. If you are not working, or have never worked in the Community Services industry, then you may use the scenario in Appendix A to base your responses on.
Section A:
For your current or previous workplace, or for the scenario in Appendix A, you must develop a Crisis Communication Plan. You will then give a 10-minute presentation to your class using presentation software (e.g. PowerPoint) to explain your communication plan. You must complete each of the tasks below. Ensure that your communication plan adheres to all relevant legislation, ethical requirements, codes of practice, and standard workplace policies and procedures.
a. Give a summary of the organisation and the services it provides.
b. Identify two crisis situations that may occur at this organisation.
c. Identify any competing or conflicting interests. Is there anyone or anything that may prevent your communication plan from working (or being implemented)?
d. Explain how you will overcome the issues you have identified.
Part B:
You must answer the required questions then prepare a digital media strategy to provide information to current and potential clients, and other internal and external stakeholders on a new service that your organisation is providing. If your current organisation does not have plans to provide a new service, you may choose a service that you think they should consider offering. Ensure that your communication plan adheres to all relevant legislation, ethical requirements, codes of practice, and standard workplace policies and procedures.
a. Who is the organisation?
b. What is the company’s vision and strategy for the next few years?
c. What is the company’s structure? (e.g.: number of employees, sources of funding, etc.
d. Describe the new service?
e. How does the new service fit with the company’s business and strategic plans?
f. Identify at least two competitors offering a similar service. Who are they, where are they located, what exactly is the service and,if the if the information is available, how much do they charge?
g. Identify all of the internal and external stakeholders relating to the new service.
Optional Scenarios:
Part A: A Crisis Communication Plan
Organisation X provides supported accommodation for people who have been released from forensic psychiatric facilities. Paul, who has been living in the accommodation service for six months and is doing well, did not return after a trip to the shops last night. Unfortunately, this morning the police have contacted the organisation to tell them that Paul is under arrest for stabbing his mother. The media begins calling immediately and soon there are media cars outside of the organisation.
Organisation X implements their crisis communication plan. The plan outlines who will communicate with the media and how this will be done without violating privacy or confidentiality. It includes a strategy for a media release and for granting interviews.
Part B: Communication Plan for an organisation
Brian has begun work recently as a team leader in a community outreach service. The service provides case management, counselling and practical support to people who are homeless or at risk of becoming homeless.
Many of the people receiving services have a mental illness or have issues with drugs or alcohol. Staff members work across multiple sites and typically spend some time in the office and sometime out working directly with the people they provide services to. Staff come from a variety of cultural backgrounds. The stated vision of the organisation is ‘Quality support by people who care’.
A recent communication survey in the workplace found that there is poor recording of client confidential details, a lack of understanding of legislation about communications records and frequent cases of staff complaining they had not been told about changes in the workplace that affected them. In one significant case, a staff member learnt that the organisation was moving offices by reading the local newspaper rather than hearing about the change at work.
Brian has been asked by senior management to develop a communications plan for his organisation.
Task 3: Portfolio
Research and add the following documentation to your portfolio:
a. A chart depicting an organisation’s communication hierarchy and official communication channels.
b. Add the completed SWOT analysis to your portfolio
