Assessment 1 Scenario - Student Copy

CHCCOM003 Develop workplace communication strategies

Student Name: Karima Nasimi Student ID:789527

Group: Date:

Type of Assessment
This summative assessment will enable your Assessor to make a judgement of competency based on the
submission of your completed assignments against the requirements of this unit of competency.

Assessor Instructions
The Assessment Benchmark developed for each unit of competency is the evidence criteria used to judge the
quality of performance (i.e. the assessment decision-making rules). Assessors must use these benchmarks to
make judgement on whether competency has been achieved and to determine if the participant has
performed to the standard expected to meet unit requirement and learning outcomes. Competency results
for each unit are recorded in the Record of Assessment Form.

Reasonable Adjustment
Careers Australia will allow flexibility in relation to the way in which each unit is delivered and assessed based
on the student’s requirement. The following are the reasonable adjustments for this unit:
Trainer/Assessor must select which of the following is suitable for this unit and DELETE rows that are not
applicable
Reasonable Adjustment for this unit College Based On Line
Delivery
assistance of a Learning Support Teacher for LLN issues
modifications to physical environment, eg wheelchair access
changes to course design, eg instead of written assessment task – change to
verbal questioning & assessor to write the answers
changes in lecture schedules and arrangements, eg relocating classes to an
accessible venue
modifications to computer equipment in the computer lab
provision of information or course materials in accessible format, eg a text
book in braille
supply of specialised equipment or services, eg a notetaker for a student who
cannot write

Assessment Coding
Assessment of this program of study is based on competency based principles.
S = Satisfactory
NS = Not Satisfactory
Students who fail to perform satisfactorily for the assessment in the prescribed date may be assessed as ‘not
satisfactory’. You are required to be assessed as ‘Satisfactory’ on completion of Assessments assigned by your
assessor for this unit of competency.

Re-assessment
Any re-assessment is conducted as soon as practicable after you have been informed of the requirement
to be re-assessed and have been given the opportunity to be re-trained and assimilate the training. You
are re-assessed in only the areas assessed NS. It is at the assessor/s discretion to re-assess the entire
assessment should it be demonstrated an overall understanding of this unit has not been achieved.
Students that are assessed “satisfactory” after re-assessment of areas deemed NS will achieve
competency for this assignment.
 Assessment 1 Scenario - Student Copy
CHCCOM003 Develop workplace communication strategies

I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals
process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a
competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where
acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to
disciplinary action (refer to student handbook).

Student Signature: __________________________ Date:

 Assessment 1 Scenario - Student Copy
CHCCOM003 Develop workplace communication strategies

Assessor use only

Assessor Comment/Feedback:

Assessor Name: Assessor Signature:

Date: Result: ☐ Satisfactory ☐ Not Satisfactory

Office use only:

Results entered by: Date: Click here to enter a date. Training Centre

Assessment 1 Scenario
Read through the scenario below and answer the questions that
follow.

The scenario

Imagine you are the coordinator for a program called

Literacy Helpers. This program enlists the help of
volunteer workers to provide literacy support for
disadvantaged children in the local community.
Volunteers read to primary aged children in the
family’s homes, twice a week.

This program is designed to foster the children’s love

of learning and model child-centred interactions for
parents and care givers. The program also aims to promote literacy and
encourage early reading habits.

Please note:
● You coordinate a total of 22 volunteers
● All volunteers have access to a mobile phone and laptop computer
● You have a list of all volunteer email addresses
● Volunteers typically work 2-4 hours per day across several
days/evenings
● There is no requirement for volunteers to be available outside of
their assigned hours
● Literacy helpers pays for any volunteer expenses that occur on the
job (such as petrol, car maintenance).
● Volunteers also receive a book-budget that they can use to
 Assessment 1 Scenario - Student Copy
CHCCOM003 Develop workplace communication strategies

purchase approved books (these books are owned by Literacy

Helpers)
 Assessment 1 Scenario - Student Copy
CHCCOM003 Develop workplace communication strategies

1. Imagine the Literacy Helpers program has changed their policy and
they now require all volunteers to complete three hours of training per
month. This change is to be implemented next month. You are
responsible for informing the volunteers of this policy change.

a) What would be the most efficient way to communicate this

information to them?

Phone calls, Skype or by email.

b) Once you have established this channel of communication how

would you ensure it remained a valid and timely way to share
information with the volunteers?

Regular staff meetings.

c) How would you review this communication process to ensure it

remains valid to volunteers?

An electronic record of the communication should be kept so we can refer back to it

to refresh your memory about the topic and decisions that have been made.

2. Write a brief email (from you, the program coordinator) to the

volunteers that outlines the change in policy described in question 1.
(Hint: You need to demonstrate the ability to write clearly and
succinctly).

Good morning,

Our literacy program has changed their policy. We know require three hours of
training per month, effective next month. Those who have a question about this
change can email me or can discuss it in the upcoming meeting.

Regards,

Karima
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CHCCOM003 Develop workplace communication strategies

3. Upon receiving your email regarding the requirement for three hours of
training per month, one of your volunteers (Julia) calls you (upset) to
tell you that she couldn’t possibly fit an extra three hours into her
already overloaded schedule.

Julia works full-time in a day care centre and offers over 10 hours per
week (in the evenings) to the Literacy Helpers program. She is a
valued member of the team and you are eager to keep her happy.

Write down how you would respond to Julia (write the words as though
you are speaking) (50 - 100 words).

“Hello Julia, hope everything is going well for you. I know you work fulltime and you
cannot give three hours extra considering your loaded schedule. If it is okay with you,
you can offer nine hours for the literacy program and use the one hour extra you have
now to be used into the three hours training required from you. You are a valued
member and want to accommodate for you somehow. If this change suits you, let me
know.”

4. Unfortunately the situation escalates. Julia refuses to complete the

training and is threatening to leave the program. Julia is well
networked with the rest of the volunteer group and it is likely if she
leaves, many others will follow.

Below is the organisation structure of Literacy Helpers:

Managing
Director
(Helen)

Supervising
Manager
(Donna)

Coorinator
(You)

Volunteer Volunteer Volunteer Volunteer Volunteer

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CHCCOM003 Develop workplace communication strategies

You think this situation requires the help of a senior member of

staff.

a) According to the organisational structure, who should you

contact?

Manager or board member.

b) Write an email to the person you selected in part (a) to ask for
assistance in managing Julia’s refusal to do the training. (25 –
100 words)

Re: Julia refuses training

I sent her an email and requested her to work nine hours instead of ten hours so
that one hour will be for used for training purposes. Julia is one of our valued
members; I need your stance on this mater to accommodate Julia and look to her
working schedule as well as we don’t want to lose a valued member for three hours
training.

Regards,

Karima

5. Another volunteer, Valarie has just sent you a detailed email

complaining that her literacy partner (Anna, the volunteer who
accompanies her on many of her home visits) is taking over the
reading sessions. Valerie feels as though she doesn’t get to spend any
time with the children, as Anna always leads the reading sessions.

a) Valerie says she no longer wishes to work with Anna. What do you
do?

I should find the way to express their views without fear of humiliation and find if
the change of roster con help the situations or make indirect point to the same
issues to resolve the conflict.

b) You have a duty-of-care regarding Valerie’s complaint. You have

escalated the issue to senior management (as per organisational
policy) and they are being proactive in their response to Valerie. Do
you have to do anything more (in regard to this case) at th
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CHCCOM003 Develop workplace communication strategies

No, in this scenario it is imported to leave the matter to the management.

6. As the coordinator for Literacy Helpers, how would you ensure that you
maintain communication with your volunteers and placement schools?

As a coordinator I have to have strategically communicate with every one, through staff
meetings, emails or social media.

7. In the contemporary workplace, social media can be a valuable tool in

the process of sharing information and establishing networks.

Social media communication in the workplace, however, needs to be

managed effectively so that the boundary between professional and
personal is not blurred.

Imagine your organisation adopts similar guidelines to those outlined

in Reading 1 Social Media Guidelines. Describe (in your own words) the
main principles, you as a worker should be aware of when
communicating on social media. (50 - 100 words)

In social media we have to be careful what we write or post it will stay there and not mix
work with personal. When we are communicating on social media we have to be polite and
to the point. Because we are diversity communities our social media has to be simple, relax
and affective. We need to avoid personal comments on social media as it can leave an
impact on the reader, and can be taken differently.

8. Explain how you will establish and maintain professional networks in

your work (and provide at least three clear examples of communication
strategies you would use) (50 - 100 words).

Building a relationship with client or colleagues is one example to communicate with the
team all the time. Sending emails or putting up posters can be used to inform everyone
about any upcoming events. Staff meeting is another example to talk about the workplace
and how to improve our workplace and what next to be done towards improvement. Have a
helpful attitude toward everyone as this builds trust and respect between the team.

9. Literacy Helpers has mandatory reporting protocols in place.

These protocols state that disclosures of abuse (or neglect) from

children involved in the Literacy Helpers program are to be reported
immediately to direct line managers. Then in consultation with their
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CHCCOM003 Develop workplace communication strategies

manager, the volunteer will report the case to authorities.

This kind of communication is privileged and confidential. How could

volunteers ensure that their communication channels respect the
confidentiality required in this situation?

In these situations we need to send a private email to manager or authorities protected

by a password, ensuring that the public cannot excess the information.

10.What strategies could you use to help you overcome cross cultural
communication barriers in the workplace (include at least four).

1. Information events to involve every culture to communicate with every one that will close
the gap.
2. Watch the video or web side to get the other culture information’s when we take about to
not upset opposite culture.
3. Hold a cultural day which everyone can bring their culture food and share cultural ideas.
4. Expose your workplace to other culture by organizing work events at cultural places such as
ethnic restaurants.

11.Literacy Helpers is a government funded initiative that must renew its

funding application on an annual basis. As part of this process, it is important
to document the results and outcomes that have been achieved as a result of
the program. Politically, the service will need to justify its ongoing funding.
What outcomes and results do you think will need to be reported to justify
the program’s continuation? (Provide at least two.)
Example answer: Increased levels parent (or carer) initiated child-centered
activities in the home.

1. We have seen very good result in the fast 20% off our kid doing very well
from previous year and they are ready for school to be in roll and they
can adjust to the school environment.
2. Our primary program which we running after school hours is very good
but need same funding to improved.

12.Funding arrangements are dependent on economic and political factors, as

well as program specific outcome measures.

When funding arrangements were announced for the New Year, Literacy
Helpers found that they were funded 10% less than the previous year due to
economic factors and government priorities.
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CHCCOM003 Develop workplace communication strategies

As the coordinator of the program, management have asked for your

recommendations. They want to know how the program can run at a lower
cost. What do you suggest? (50 – 100 words)

As the coordinator, what I would do in order to run the program is that I will look at what worked
and what didn’t work in the previous year. We can then get everyone together and hold a
community fundraising to raise money this activity help to build a strong community relationship
amongst the people and also allows everyone to be in valued. Or ask the colleagues to hold less
frequent literacy hours and to accommodate for more children in each lesson.

13.In your work, you will meet colleagues and clients with communication needs
that are different to your own.

There are many considerations you need to be mindful of when adapting your
communication to meet the needs of different audiences.

What considerations do the Victorian Department of Human Services suggest

you keep in mind when working with people with disabilities? (You may like
to review your eBook to assist you with your answer. Please ensure you write
your answer in your own words). (50 – 100 words)

I would ensure that we can provide facilities for them and make them feel as a valued member of
the community. When we communicate with disable people, we make sure to give respect. When
talking to someone with speech difficulties we have to be patient and to not interrupt. When they
finish we can ask again to try and understand them. Someone with hearing impairment might be
able to read your lips so talking slowing will allow them to understand us better. There is no need to
raise our voice.

14.What does the The Queensland government Department of Communities,

Child Safety and Disability Services describe as key strategies for respecting
diversity?

(You may like to review your eBook to assist you with your answer. Please
ensure you write your answer in your own words).

In respecting diversity it is imported to have open and honest communication build considerate
relationship with every one and respecting their beliefs.

END OF QUESTIONS