CHCCOM003

Student Assessment
Task One: Questions
Final Assessment

This final assessment is for the unit CHCCOM003 Develop Workplace Communication Strategies.
An assessor will review the work you have completed and determine if you have satisfied the assessment requirements for this unit.

Submitting Assessments

 You must submit your completed assessments to your assessor. Instructions on what to submit are detailed in each assessment task.

 Each assessment task you submit must have a signed cover sheet. Otherwise, the assessment will not be accepted. Cover sheets are provided
for each of the assessment tasks.

 When assessments have been completed, your assessor will provide you with feedback.

 When all assessments are completed and assessed, your assessor will provide you with a Record of Outcome.

 If you believe your assessment result is not right, you should discuss this with your assessor. They will direct you to your Student Handbook
and/or Acknowledge Education’s Policies and Procedures which will have information about how to appeal an assessment result.

 Make sure you read through the document on the following page and understand what the assessment requires from you before signing the
agreement.

 Please sign the Assessment Plan and Agreement on the following page, and submit it with your assessment. Assessments will not be
accepted until this signed form is returned to your assessor.

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

 Assessment Plan and Agreement

Students to “tick” the following statements and sign this agreement:

☐ I agree that the purpose and steps for this assessment have been explained to me.

☐ I have discussed with my trainer/assessor any special needs that I require to complete these assessments.

☐ My Trainer/assessor has discussed the assessment marking guide with me.

☐ The opportunities to re-attempt the assessment, if required, have been discussed with me.

☐ I understand that I have the right to request for an appeal if I am unsatisfied with the assessment results.

☐ I have accessed and understood the general assessment information that has been provided to me.

☐ I have been given sufficient time to complete these assessments.

Qualification Title

Unit Code

Unit Title

Student Name

Student ID

Student Email

Student Signature

Date

Assessor Name

Campus ☐ Melbourne ☐ Sydney ☐ Perth

To reach competency in this unit you need to satisfactorily complete the below three assessment tasks.

Assessment Task Due Date

1. Questions Week 6

2. Case Study/Project Week 7

3. Observation Week 8

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

 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 one further occasion (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) 4

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 stakeholders are individuals who gain or loss from undertaking an activity in a community setting for instance,
trustee, director of public health, board committee members among others. On the other hand, eternal stakeholders
refers to people or institutions who are engaged in provision of experience in tackling the issue. For example, patients,
local council, service users and suppliers to mention a few.

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 Competitors are people or organisations where a given business are selling the same good or services to the same
market or customers, in order to outdo them in customer satisfaction, it is necessary to know the methods and
technology they are using in order to improve beyond them.

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 a) Language barrier.
The language used by the researcher may be different from one spoken by the locals, therefore this require
the assistance of language interpreter which is time consuming.

b) Lack of participation and inclusion.

The affected population may not attend meetings in order to give their grievances thus reducing the
efficiency of delivery of services.

Result Satisfactory ☐ Not Satisfactory ☐

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

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 i) Use of email and instagram
Appropriate-Sending internal memo to organisation’s informing them about annual general meeting
Inappropriate- Sending videos and graphics of terrorism activities and photos of the deceased in the
unfortunate incident.
ii) Websites
Appropriate etiquette : use different sites depending on the purpose like don’t mix business with
personal issues, fill all information in in the profile.
Inappropriate etiquette: approaching strangers to be friends, and giving irrelevant information.

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 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. Economically, without
sufficient funds to pay for its operations and impact well on the community, the area coverage will be minimal.
Moreover, 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. Finally on technology, the organisation should adopt the use of
computers and other digital devices as these promote efficiency and effectiveness in its operations.

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.
Answer A communication channel refers to the way information flows within an organisation and with other organisations.
Effective communication ensures understanding among the staff members thus boosting efficiency resulting in improved
performance of the organization.

Result Satisfactory ☐ Not Satisfactory ☐

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

Question 7 Identify one community service organisations and describe the communication structure or hierarchy within it.

Answer
Association for Positive Behaviour Support Foundation

This foundation is composed of three levels made up of one director, heads of departments and the lower level occupied
by junior staff members.

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 are accepted means which are used by the organization to pass information to the
stakeholders. Written letters. On the other hand, unofficial communication channels are means of transmitting
information from one entity to another outside organizations or with friends and relatives. Like gestures.

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 Association for Positive Behaviour Support Foundation
The organization has experienced staff who can handle their task very well and meet time lines. This has enhance the
efficiency of the organization in service delivery. Most of the staff are foreign and thus communicating with the clients
pose some challenges. There is a research institute neighbouring the organization which provide enough data for service
delivery. Most of the communities around the area are against non-profit organization which more often post some
threatening messages.
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 ☐

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

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

Answer a) Adjust the vocabulary to fit to the audience

b) Tone variation to match the situation

Result Satisfactory ☐ Not Satisfactory ☐

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

Answer a) All of the content should be infused as on idea and separate unrelated topics into different documents.
b) Written communication should be time bound and specific, for example, it specify the duration by which a
certain task should be completed.

Result Satisfactory ☐ Not Satisfactory ☐

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

Answer 1. It involves a relationship with maximum trust and confidential respect which is mutual.
2. Futuristic thinking among the members.

Result Satisfactory ☐ Not Satisfactory ☐

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 Evaluating communication practise enables one to access the level of communication to the intended recipient and
hence come up with ways on how to improve communication.
It is achieved using the following steps:
a) Administering questionnaire
b) 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.

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

Answer A conflicting interest is one in which an individual has personal interest besides the organisation goals hence result in
biasness. An example is a teacher who teaches in puplic primary school and goes ahead to establish his own private
school.

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 To ensure that communication plan works towards realization of organisation’s objectives

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.
Answer Language barrier for example addressing a Chinese customer in English and he only speak his native language.
Addressing customers with disabilities such as the dumb and deaf

Result Satisfactory ☐ Not Satisfactory ☐

Question 17 Describe two elements that should be included in any consideration of financial implications in a communication plan.

Answer One element is the size of the product. Financial plan is dependent on the size and the resources that would be
necessary for the plan.
The population that would determine the demand is also included for the financial analysis.

Result Satisfactory ☐ Not Satisfactory ☐

Question 18 Give two reasons for why an organisation’s crisis communication plan might be implemented.

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

Answer In case there is an emergency such as fire outbreak in an industry, such accidents calls for a communication crisis so as to
reduce loses

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 -Information provide a road map through which communication protocol is implemented
- Technical resources such as computers are means trough which communication is made possible.
- Human resource and appropriate expertise is necessary to effectively implement the communication protocol.

Result Satisfactory ☐ Not Satisfactory ☐

Question 20 Briefly explain why it is important to present information to staff regarding communication strategies, protocols and
organisation standards.
Answer It improves chain of command which ensures smooth running of the organisation.
It improves sales and production when the two department work harmoniously

Result Satisfactory ☐ Not Satisfactory ☐

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

Question 21 Briefly explain why it is important to maintain work-related networks and relationships to meet organisation objectives.

Answer -Long-time customers help to introduce new customers into the business.
- It enables a business to make regular sales hence it can estimate their turnover and profits.

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 a) Customers’ needs vary from day to day. In any business organisation, the customer is always right, therefore,
in addressing their needs adequately means of communication is varied from face to face to other complex
means.
b) When introducing a new product in the market. Show rooms which enhances face to face communication as
well as demonstration is used in order to win the confidence of prospective customers.

Result Satisfactory ☐ Not Satisfactory ☐

Assessor Name

Assessor Signature

Student Name

Student Signature

CHCCOM003 – Student Assessment – Task One: Questions (V.1 – 192501) 11