CHCCOM003

Develop workplace
communication strategies
Develop communication strategies

1.1 Identify internal and

external information
needs
 Identify information needs
Remember:
 Information often needs to be communicated to
stakeholders both within inside and outside of
organisations
o to ensure this happens consistently, organisations
develop communication strategies
 Information needs may be internal, such as
communicating business and strategic plans, or
external such as improving public relations.
 Communication channels
Communication channels may be:
 Notice boards, signs or posters
 Internal or external emails
 Newsletters
 Employee meetings
 Reports
 Traditional media, such as television, radio,
newspapers or magazines
 Digital media, such as websites, social
media, digital radio or podcasts.
 SWOT
Analyse your organisation’s strengths, weakness,
opportunities and threats.
Helpful Harmful
Internal Strengths – Weakness –

 Strong, loyal client base  Poor safety record

 Employees are invested in their  Employees are stressed by long

work hours
External Opportunities – Threats –

 Product sector is growing in  Few people in the job market

popularity have the required skills to work
here
 Several innovative products in the
works  We don’t market the features of
new products well
Activity 1A
Develop communication strategies

1.2 Identify competing

or conflicting interests
 Conflicting interests
A conflict of interests:
 Is when an organisation or people within it have
multiple interests
o this could encourage people to act unethically or
illegally
 May include:
o investments or ownership of other companies
o multiple contracts
o taking undisclosed commissions.
Activity 1B
Develop communication strategies

1.3 Develop a range of

communication
strategies to meet
organisation needs and
goals
 Communication strategies
A communication strategy:
 Is a broad overview of how, when and why you
will communicate
 Needs to be ‘SMART’:
o specific – detailed and easy to measure
o measurable – progress can be tracked
o attractive – positive for the client
o realistic – your goal should be attainable
o time-framed – linked to explicit time
measures.
 Communication barriers
Communication barriers may include:
 Language barriers
 Lack of access to media
 Lack of budget or time
 Geographically diverse workplaces
 Organisational requirements.
Activity 1C
Develop communication strategies

1.4 Develop a
communication plan
 Develop a communication plan
You must always communicate your plan to key
stakeholders, including:
 Owners
 Employees
 Customers
 Suppliers
 Creditors
 The surrounding community.
 Communication hierarchy
Information may flow:
 Downwards (e.g. CEO to manager)
 Upwards (employee to team leader)
 Horizontally (peer to peer).
Budgeting
Activity 1D
Establish communication
protocols

2.1 Identify processes

for adapting
communication
strategies to suit a range
of contexts
 PEST factors
A ‘PEST analysis’ means examining the various
influences on your organisation, including:
 Political (e.g. tax rises and domestic policies)
 Economic (e.g. growth of markets, consumer
demand)
 Social (e.g. customers becoming younger)
 Technological (e.g. outdated company equipment).
 Crisis communication plans
A crisis communication plan:
 Will help you to deal with threats to the reputation
of the organisation
 Should include a message to be delivered to the
media.
 Preparing information and
resources
Information and resources may include:
 Statements or press releases
 Information packs
 Marketing materials
 Website and social media
 Policies (for example, employee use of the internet.)
Activity 2A
Establish communication
protocols

2.2 Develop processes

and protocols in line
with communication
strategies
 Developing processes and
protocols
Legal and ethical considerations may include:
Privacy
Discrimination
Mandatory reporting
Informed consent
Duty of care.
Activity 2B
Establish communication
protocols

2.3 Prepare information

and resources to
support the
implementation of
communication
protocols
 Preparing information and
resources
Information and resources may include:
 Statements or press releases
 Information packs
 Marketing materials
 Website
 Policies.
 Marketing materials

Marketing materials may include:

 Brochures
 Flyers or leaflets
 Physical or digital adverts
 Advertising emails (known as e-shots)
 Promotional products and gifts.
Activity 2C
 Promote the use of
communication strategies

3.1 Present information

to staff regarding
communication
strategies, protocols and
organisation standards
 Presenting information
Information could be presented through:
 Training sessions or workshops
 Email or memos
 Staff meetings
 Verbal interactions
 Policy documents.
 Social media policy
Employees shouldn’t post:
 Anything that will bring disrepute
on themselves or the company
 Complaining or abusive posts
about the company or other
employees
 Confidential information about
business practices
 Anything that infringes on the
company’s copyright.
Activity 3A
 Promote the use of
communication strategies

3.2 Model effective oral

and written
communication and
provide mentoring
and/or coaching to staff
 Model effective communication
To communicate effectively:
 Use relevant language, tone and conciseness
 Ensure written communication is easy to understand
and interpret
 Use correct spelling and grammar.
 Providing mentoring
General principles of mentoring
are:
 The client should have control
over their own learning
 They should take an active part in
the learning by practicing,
discussing and modelling
 Feedback should be provided
wherever necessary.
Activity 3B
 Promote the use of
communication strategies

3.3 Maintain work-

related networks and
relationships to meet
organisation objectives
 Maintain networks and
relationships
You will need to develop relationships with:
 Colleagues within the organisation
 Employees in suppliers and creditors
 Media organisations
 The local community.
Activity 3C
Review communication practices

4.1 Obtain feedback

from others to assess
communication
outcomes
 Obtaining feedback
Remember:
 Feedback from your colleagues, clients and
supervisors regarding communication can help you
to develop professionally and improve the outcomes
 It also builds self-awareness of your own methods
and techniques, as well as how people perceive them
 You should obtain information about outcomes,
results of targets and other relevant information.
Activity 4A
Review communication practices

4.2 Record lessons

learnt and identify
opportunities for
continuous
improvement
 Recording lessons
You should:
 Conduct your own evaluation to identify lessons or
opportunities for improvement
 Evaluate where things went wrong and how they
could be improved next time
 Record your immediate reflections and repeat this
process a week later when you have had time to
calmly analyse it again.
 Continuous improvements
Processes should be assessed for their:
 Effectiveness. Did the process have
the desired outcomes?
 Efficiency. Was it cost effective with
minimal waste and good ROI?
 Flexibility. Could it be changed to suit
different needs if required?
Activity 4B
 Summative Assessments
Summative assessments consist of:
 Skills Activity
 Knowledge Activity
 Performance Activity.

Your assessor will provide you with further guidance on

how and where to complete these assessments.
 Summary and Feedback
 Did we meet our objectives?
 How did you find this session?
 Any questions?