CHCCOM003

Student Assessment
Task One: Questions
 Assessment Cover Sheet
This document must be signed by the student for each assessment completed. Submission of Assessments
will not be accepted for marking/review without a completed and signed Assessment Cover Sheet.

Qualification Title CHC52015 Diploma of Community Services

Unit Code CHCCOM003
Unit Title Develop Workplace Communication Strategies.
Student Name
Student ID
Student Email
Assessor Name
Campus ☐ Melbourne ☐ Sydney ☐ Perth
Due Date Week 6
Submission Date
Assessment Task Task One - Questions

Student Agreement:
By signing this Agreement, I confirm that I understand the Assessment Submission Guidelines, as detailed
in the Student Handbook and Acknowledge Education’s policies and procedures. In particular:
• The work submitted is my own and does not contain another person’s material represented in my
work.
• I understand that I must acknowledge in an appropriate manner all information and sources of
assistance used in my assessment work.
• I have followed all submission, presentation and file name guidelines outlined in the submission
guidelines. I am aware that if I do not follow the required guidelines, this could result in my
assessments being returned not assessed by my trainer/assessor.
• I understand that I must not receive undue assistance or the unauthorised help of others in the
preparation of my assessment work.
• I will not allow other students to access or copy in whole or any part of my assessment work.
• I understand that if I am dissatisfied with the way I have been assessed or with my result, I have the
right to appeal as detailed in the Student Handbook and Acknowledge Education’s policies and
procedures.

Student Declaration:
I hereby declare that I have read the above statement and that all the material I submit for assessment is
entirely my own and meets all of the college’s assessment requirements.

Student Signature
Date

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 2

 Assessment Task 1: Questions
Student Assessment Instructions
 This is a written assessment. All questions must be answered for this assessment.
 This written assessment will need to be completed again if it is incomplete or without satisfactory
performance, after further training support. This may be to focus on question areas not achieved in
the prior attempt at the assessment.
 The written assessment may be re-attempted on two further occasions (maximum of three
attempts).
 This is an open book assessment.
 Respond to all questions in the spaces provided.
 You must answer all questions correctly for this assessment to be completed satisfactorily. Ask your
assessor to clarify any aspect you are unsure about in this assessment task.

Required Resources
 You will need to have access to relevant legislation, standards and codes, industry practices.

Evidence
 You must submit the completed assessment cover sheet and your answers to your assessor, either by
handing in written responses or by online submission within the allocated time.
 Ensure you keep a copy of your submitted work. Assessments submitted without a completed cover
sheet will not be accepted.

When and where will this assessment take place?

 Your assessor will provide you with the due date, which can be recorded in the assessment plan.
 Your assessor may also specify the length of time allowed and the expected word count, if applicable.

What if the assessment is not suitable?

 If you are unable to provide sufficient evidence with the written assessment method, your assessor
may be able to provide you with an alternative method. Discuss this with your assessor.

What happens if your answers are not satisfactory?

 If any of the assessment responses are not satisfactory, your assessor will provide you with feedback.
You may need to resubmit some or all the questions. Your assessor will explain the details for your
reassessment.
 In most cases, you will be allowed a maximum of three attempts.
 If you are not satisfied with your assessment result, you have the right to lodge an appeal. Ask your
assessor or contact the Course Coordinator for more information.

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 3

Question 1 List two internal and two external stakeholders you would need to consider when
determining information needs for a community services setting.
Answer Internal: Board members, Employees

External: Funding bodies, Government agencies

Result Satisfactory ☐ Not Satisfactory ☐

Question 2 Give one reason why it is important to identify who the organisation’s competitors are
when developing communication strategies.
Answer Knowing your competitors can help the organisation to make better communication
strategies and plans to become at the top of the competition (Martin, 2015).

Result Satisfactory ☐ Not Satisfactory ☐

Question 3 Describe two examples of special communication needs that may arise with personnel
or clients in community services settings.
Answer Example one: One example of special communication is communication disability like
in hearing, in this case a client needs to communicate using written or visual
communication and sign language.

Example two: Another example of special communication is language differences and

in able to communicate to a person that can’t speak or understand English is by hand
gestures or look for a worker who can speak and understand the preferred language.

Result Satisfactory ☐ Not Satisfactory ☐

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 4

Question 4 For two types of digital media, provide one example of appropriate etiquette and one
example of inappropriate etiquette when using this type of media.
Answer Medium one: Blogs/Vlogs
Appropriate: When putting pictures in the blogs/vlogs always ask the permission of
the owner or the person in that photo.

Inappropriate: Not responding and checking the comments of other people.

Medium two: Social Media
Appropriate: Always check and answer the questions or comment of the people.

Inappropriate: Copying the work of others (Copyright infringement)

Result Satisfactory ☐ Not Satisfactory ☐

Question 5 Political, economic, social and technological factors impact on the work of community
service organisations. Provide an example of each factor and briefly outline the impact
each example could have on the information needs of community service organisations.
Answer Political factor:
The government may not approve the operation of non-governmental organisation,
this impact negatively on the operation of these organisations because it relies on
them for funding and sound management (Jason, 2012).
Economic factor:
Without sufficient funds to pay for its operations and impact well on the community,
the area coverage will be minimal (Mohammad, 2015).
Social factor:
In any society, people have cultures and ways of life, therefore, the organisations
operations which not infringes these cultures lest the society protest against it
(Yamato, 2016).
Technological factor:
the organisation should adopt the use of computers and other digital devices as these
promote efficiency and effectiveness in its operations (Thamid, 2019).
Result Satisfactory ☐ Not Satisfactory ☐

Question 6 Explain the meaning of communication channels. Outline two reasons why it is
important to identify effective communication channels when developing a
communication plan.

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 5

Answer Communication channel is a way of passing or sharing an ideas, information and
question to another person. It is important to identify effective communication
channel so that the important information can be passed smoothly and the other
person you are communicating with can receive right information and the
communication cannot be blocked (Amy, 2014).

Result Satisfactory ☐ Not Satisfactory ☐

Question 7 Identify one community service organisation’s and describe the communication
structure or hierarchy within it.
Answer Organisation: CORE community service

Structure/Hierarchy: The board is the responsible person for the organisation’s

strategic direction and updates the CEO daily. CORE community service is divided into
five services areas (Children services, Aged care, Youth service, Multicultural
community, Community engagement) and two units that has own service managers
that also report directly to the CEO.
Result Satisfactory ☐ Not Satisfactory ☐

Question 8 Explain the difference between an official communication channel and an unofficial
channel and provide an example of each.
Answer Official communication channel is when an organisation have meetings and
presentation to deliver the policies or objectives of the organisation while the
Unofficial communication channel happens outside the formal communication of the
staffs like discussing about the policies in informal way and outside the meeting room
(Mastura, 2011).

Result Satisfactory ☐ Not Satisfactory ☐

Question 9 Research a community service organisation of your choice. Conduct a SWOT analysis of
the organisation’s online communication strategies and develop a list of
recommendations to address issues identified as a result of the SWOT analysis.
Answer STRENGTHS WEAKNESSES
Multicultural, High quality services, Foreign staffs difficult to communicate
Putting clients at the center with clients

OPPORTUNITIES
There is a research institute neighbouring
the organization which provide enough
data for service delivery.
THREATS
Most of the communities around the area
are against non-profit organization which
more often post some threatening
messages

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 6

 Recommendations:
1. Sensitization of the community on the important of non-profit organization to
humanity.
2. Involving staff members on issues touching on cultural practices.
3. Promote intercultural activities for diversity.
Result Satisfactory ☐ Not Satisfactory ☐

Question 10 Identify two processes for adapting communication strategies to suit different contexts.

Answer 1. English as an additional language – Not all of the workers are good in
speaking in English language, so they need to learn from time to time the
language that almost all of the clients speaks.
2. Disabilities – There are instances that a worker has a disability like in hearing,
in that case, the worker needs to find a way on how to communicate in the
client or they should have a hearing supporting device.

Result Satisfactory ☐ Not Satisfactory ☐

Question 11 Describe two protocols that support effective written and oral communication.

Answer Meetings held weekly or monthly can help to monitor the things that happened in the
organisation. There should be someone who take the Minutes, a written note about
what happened during the meeting so that even the non-attendees will know the
items discussed in the meeting.

Result Satisfactory ☐ Not Satisfactory ☐

Question 12 Identify two key principles and two key practices of mentoring and coaching.

Answer Mentoring Coaching

Principle 1 Mentor has appropriate skills Principle 1 Review and acknowledge

and experience improvements

Principle 2 Confidentiality is maintained Principle 2 Generate opinions

Practice 1 Role modelling Practice 1 Coach is professionally

qualified

Practice 2 Identify the mentees needs Practice 2 Identify gaps and weakness of
staff being coached

Result Satisfactory ☐ Not Satisfactory ☐

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 7

Question 13 Provide two reasons why it is important to evaluate communication practices at least
two steps you would follow when implementing a process to evaluate a communication
strategy.
Answer Reason one:
Evaluating communication practise enables one to access the level of communication
to the intended recipient
Reason two:
It come up with ways on how to improve communication.

Step one:
Administering questionnaire
Step two:
Asking the audience oral questions about what you have talked about
Result Satisfactory ☐ Not Satisfactory ☐

Question 14 Explain what a conflicting interest is and provide one example.

Answer Conflicting interest or conflict of interest is when a member of an organisation cannot

make a fair decision because the result will affect them. For example, one of the job
applicants that will be interviewed is the sister of the interviewer so in that case it
might have a bias in the process so there is a conflict of interest (Smith, 2015).

Result Satisfactory ☐ Not Satisfactory ☐

Question 15 Why is it important to understand the organisation’s business or strategic plan when
considering communication strategies or plans?
Answer It is important to understand the organisation’s business or strategic plan so that the
overall objectives will be disseminated effectively and to achieve the organisation’s
goal efficiently (Jonathan, 2009).

Result Satisfactory ☐ Not Satisfactory ☐

Question 16 Identify two possible communication barriers, restraints or difficulties that should be
considered in a communication plan and give an example for each.

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 8

Answer 1. Linguistic barrier – A client can’t speak or understand English so to be able to
communicate with them use an interpreter or a person in the organisation
who can speak the same language, use a picture or hand gestures.
2. Physical barrier – A client is unable to speak and one way to communicate
with them is through giving them an electronic device or paper to write what
they want to say or using sign language.

Result Satisfactory ☐ Not Satisfactory ☐

Question 17 Describe two elements that should be included in any consideration of financial
implications in a communication plan.
Answer These two are the elements that should be considered in financial implications:
1. Budget
2. Salary

Result Satisfactory ☐ Not Satisfactory ☐

Question 18 Give two reasons for why an organisation’s crisis communication plan might be
implemented.
Answer 1. Having a prepared and organized crisis communication plan will help the
organisation to be prepared if the problem comes within.
2. It can help to train and give knowledge to the staff about organisation crisis
and be responsible if this plan will be needed.

Result Satisfactory ☐ Not Satisfactory ☐

Question 19 Briefly explain why it is important to prepare information and resources to support the
implementation of communication protocols.
Answer Because sometimes giving information verbally is not enough and not all the workers
get the information so having resources like posters, printed copies of protocols can
help to implement the communication protocol effectively (Jane, 2011).

Result Satisfactory ☐ Not Satisfactory ☐

Question 20 Briefly explain why it is important to present information to staff regarding

communication strategies, protocols and organisation standards.

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 9

Answer A staff or worker in an organisation should know its roles and responsibilities in the
workplace and in the clients so that he/she can provide the needs of the clients and
can follow the rules of the organisation.

Result Satisfactory ☐ Not Satisfactory ☐

Question 21 Briefly explain why it is important to maintain work-related networks and relationships
to meet organisation objectives.
Answer An organisation with lots of networks and a strong relationship in work will give a
huge advantage in the workplace because they can disseminate the message to each
other easily and can make the work properly.

Result Satisfactory ☐ Not Satisfactory ☐

Question 22 Briefly explain why it is important to develop a range of communication strategies to

meet an organisation’s needs and goals.
Answer To achieve organisation’s needs and goals, everyone should know what’s that and
what to do so it is important to have a clear communication in every single person in
the organisation to disseminate the plan effectively.

Result Satisfactory ☐ Not Satisfactory ☐

Assessor Name
Assessor Signature

Student Name
Student Signature

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 10