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1. CHCCOM003
Develop workplace
communication strategies
Assessment
Student Name: .............................................................

2. Assessment Version 4 CHCCOM003 2
Table of Contents
CHCCOM003 Develop workplace communication strategies .....................................................................................3
How to work through this assessment.............................................................................................................................3
Assessment information and scope..................................................................................................................................3
Assessment tasks ..................................................................................................................................................................4
Resubmissions .......................................................................................................................................................................4
Authenticity Requirements ................................................................................................................................................4
Part A – Questions................................................................................................................................................................5
Student Declaration ...........................................................................................................................................................20
Record of Assessment ..................................................................................................... 22

3. Assessment Version 4 CHCCOM003 3
CHCCOM003Developworkplace communication strategies
This unit describes the skills and knowledge required to develop communication protocols for a team
or a business unit. This unit applies to workers responsible for overseeing the communication of
organisation-specific information to a range of internal and external stakeholders.
Skills must have been demonstrated in the workplace or in a simulated environment that reflects
workplace conditions. The following conditions must be met for this unit:
 use of suitable facilities, equipment and resources, including use of real workplace policies
and procedures
 modelling typical workplace conditions, including:
 interactions with clients and co-workers from a range of diverse backgrounds
 presentations to groups of at least 3 people
 typical workplace reporting processes
 use of presentation media
How to work through this assessment
This assessment is designed to assess your performance of competency for the unit CHCCOM003
Develop workplace communication strategies. Your assessor or workplace supervisor will help you
fully understand assessment requirements for this unit. The features of this assessment are detailed
in the following table.
Feature of the assessment resource Explanation
Assessment information and scope This section provides details ofthe unit of competency
covered, setting out information aboutthe aims ofthe unit,
what areas are covered, how the assessmenttasks mustbe
completed and how the assessmentis conducted.
Assessment tasks This section outlines the assessmenttasks in detail,
including the relevant documentation you need to complete
and submitalong with your assessmenttasks.
Record of assessment As you progress through the assessmenttasks,your
assessor will use the record of outcome to confirm your
performance and provide relevant advice and feedback.
Before you commence your Assessment tasks, you should review the information provided by your
training organisation about assessment. You should not commence your Assessment tasks until you
have read and understood this information. Your training organisation must also provide information
about assessment while on practical placement, including specific timelines.
Assessment information and scope
Who is the assessment
designed for?
The assessmentis designed for candidates to demonstrate their
competencyhaving completed formal learning experiences in this unit.
Assessmentmayoccur in real and/or simulated work environments.
Candidates maybe undertaking the unit in a range of learning situations,
including private study, via a traineeship arrangementor via other
workplace-supported means.
What are the aims of
the assessment tasks?
This unit describes the skills and knowledge required to develop
communication protocols for a team or a business unit. This unitapplies to

4. Assessment Version 4 CHCCOM003 4
workers responsible for overseeing the communication oforganisation-
specific information to a range of internal and external stakeholders.
The key outcomes are:
• develop communication strategies
• establish communication protocols
• promote the use of communication strategies
• review communication practices
Prerequisites and
co-requisites
There are no prerequisites or co-requisites for the unit.
Legislative and
licensing requirements
The skills in this unitmustbe applied in accordance with Commonwealth
and State/Territory legislation,Australian/New Zealand standards and
industrycodes of practice.
Assessment tasks
To demonstrate competency for this unit, you must successfully complete the following assessment
tasks.
Complete the
following task
Part A – Questioning
You will demonstrate a sound knowledge ofthe unit requirements in your
responses.
Resubmissions
If you are marked not yet satisfactory for a task, you will be given the chance to resubmit. You will
have up to three opportunities to resubmit each assessment task. If, after the third attempt, the
assessment is still not satisfactory your trainer/assessor will make alternative arrangements for
assessment. To make an appeal about an assessment decision, refer to the assessment appeals
process in the Student Handbook
Authenticity Requirements
Copying or passing off someone’s work as your own is a form plagiarism and may result in a
participant’s exclusion from a unit or the entire course.
The following activities will be considered plagiarism:
 Presenting any work by another individual as one's own intentionally or unintentionally
 Handing in work copied from another student.
 Presenting the work of another individual or group as their own work.
 Handing in work without the adequate acknowledgement of sources used, including work
taken totally or in part from the internet

5. Assessment Version 4 CHCCOM003 5
Part A – Questions
Purpose You will demonstrate a sound knowledge ofthe unit requirements in your
responses.
Instructions to the
candidate
All questions mustbe answered satisfactorilyfor Part A to be completed
satisfactorily.
There is no restriction on the length of the question responses,or time
restriction in completing the assessment.
You mustcomplete all questions unassisted bythe assessor or other
personnel,butmayrefer to reference material as needed.
Resources required The question responses section is the onlyresource required for this
questioning assessmentto be completed.
Assessment
conditions
Skills musthave been demonstrated in the workplace or in a simulated
environmentthat reflects workplace conditions.Where simulation is used,
it mustreflect real working conditions bymodelling industryoperating
conditions and contingencies,as well as,using suitable facilities,
equipmentand resources.
Assessors mustsatisfythe Standards for Registered Training
Organisations (RTOs) 2015/AQTF mandatory competencyrequirements
for assessors.
Reasonable
adjustment
If you do not wish to respond to the questions in written form,an interview
may be used as an alternative approach ifnegotiated with your assessor.
Question 1 Listtwo internal stakeholders you would need to consider when determining
information needs for a communityservices setting you are familiar with.
Answer Communitygroups
Residents
Marking  Satisfactory  Unsatisfactory
Question 2 Listtwo externalstakeholders you would need to consider when determining
information needs for a communityservices setting you are familiar with.

6. Assessment Version 4 CHCCOM003 6
Answer Supporting the people that need the support.
Human services government department (Grant & Hartley, 2013).
Marking  Satisfactory  Unsatisfactory
Question 3 Give a reason why it is importantto identify who the organisation’s competitors are
when developing communication strategies.
Answer The organisational competitors thatare needed for offering the development
strategies in terms ofthe communication and helping the organisation to
differentiate services and products in terms of marketing.It helps in allowing the
organisation to have competitive prices and respond to the marketing campaigns
for the initiatives of the organization.
Marking  Satisfactory  Unsatisfactory
Question 4 When developing a communication strategy,why should one consider any
competing or conflictof interest?

7. Assessment Version 4 CHCCOM003 7
Answer Knowing whatthe computer can provide as well as offering for making them help in
terms of marketing services and products as itcan be used for the knowledge of
creation of marketing strategies and advantages ofthe competitors weakness that
helps in improving the performance ofthe organisation.
Marking  Satisfactory  Unsatisfactory
Question 5 Give two examples oftypes of traditional media used in communityservices
settings.
Answer Two examples oftraditional media thatcan be used and communityservices
settings are television and mixed media.
Marking  Satisfactory  Unsatisfactory
Question 6 Listtwo types of digital media used in communityservices settings.

8. Assessment Version 4 CHCCOM003 8
Answer Two types of digital media thatare utilised in the communityservices settings are
paid media and earned media.
Marking  Satisfactory  Unsatisfactory
Question 7 For each type of digital media you listed in Question 6,give one example of
appropriate etiquette and one example of inappropriate use ofthis type of media.
Answer One example of appropriate etiquette is offering to share the
technology with others as this can help in increasing the knowledge
level of the staff members. In appropriate use of the media consists
of bullying and misuse of Technology.
Marking  Satisfactory  Unsatisfactory
Question 8 Explain how digital media can be used in marketing communityservices.
Answer Digital media can be utilised in the marketing communication services for
advertising services and products withoutmaking the consumer's feel
overwhelmed in terms ofmarketing campaigns.

9. Assessment Version 4 CHCCOM003 9
Marking  Satisfactory  Unsatisfactory
Question 9 Identify two possible communication barriers,restraints or difficulties thatshouldbe
considered in a communication plan and give an example for each.
Answer
Two possible communication barriers that are considered in the
communication plan our lack of attention as well as difference in the
viewpoint of perception.
Marking  Satisfactory  Unsatisfactory
Question 10 Provide examples ofcommunications strategies or protocols thatensure thatlegal
and ethical requirements ofcertain care values and standards are considered in
communications.
Answer
Care values /
standards
Communication strategy, protocol, method or tool

10. Assessment Version 4 CHCCOM003 10
Privacy and
confidentiality
Example:Records of communication with client,i.e. case notes are stored securely
with restricted access
Duty of care Taking care of the employees in the differentoperations.
Discrimination Providing the equal opportunities to every individual.
Informed consent Letting the employees know that their consentmatter.
Mandatory
reporting
The team members mustreportto the team leader for all the operations.
Marking  Satisfactory  Unsatisfactory
Question 11 Why is setting a financial budgetand consideration ofreturn on investment
essential in developing a communication plan?

11. Assessment Version 4 CHCCOM003 11
Answer
Analysing the financial budgetand consideration ofthe return on investmentis
used for developmentofa communication plan as thatcan evaluate the goal of the
company.
Marking  Satisfactory  Unsatisfactory
Question 12 Give two reasons for why an organisation’s crisis communication plan mightbe
implemented and provide one example of a situation thatwould require
implementation ofa crisis communication plan.
Answer
These are designed to provide the guidance as well as easysteps for s upporting
the clients in terms of preparation.
These are used for after effects of the communication plan and crisis management
plan.
Marking  Satisfactory  Unsatisfactory
Question 13 Briefly explain why it is importantto develop a range of communication strategies
to meetan organisation’s needs and goals.

12. Assessment Version 4 CHCCOM003 12
Answer It is imperative to develop communication Strategies for ensuring the important
information can be communicated to the people through external and internal
communication.
Marking  Satisfactory  Unsatisfactory
Question 14 Explain the meaning ofcommunication channels.Provide an example of a
communication channel thatmay be used by a manager to communicate with the
team.
Answer Communication channels are a medium for sending the message to
the intended audience. Example: Emails.
Marking  Satisfactory  Unsatisfactory
Question 15 Describe two examples ofspecial communication needs thatmayarise with
personnel and provide a strategy that could be used to supportthis special
communication need.

13. Assessment Version 4 CHCCOM003 13
Answer Examples of special communication can be seen as verbal and
nonverbal communication.
Marking  Satisfactory  Unsatisfactory
Question 16 What are the disadvantages ofusing the incorrectcommunication channel when
developing a communication plan?
Answer Disadvantages ofusing incorrectcommunication can be known as creating
mistrustand transferring the irrelevantdata.
Marking  Satisfactory  Unsatisfactory
Question 17 Provide an example of an organisational policyand procedure that outlines the
process for communication and identifies communication channels that are to be
used.

14. Assessment Version 4 CHCCOM003 14
Answer Organisational policies can be known as the communication procedures that
consists ofelements like messages receiver and Standards thatare very
imperative for the procedure (Rath & Bharadwaj, 2017).
Marking  Satisfactory  Unsatisfactory
Question 18 Explain how complaints received maybe communicated in consideration ofan
organisational hierarchy.
Answer The organisational hierarchytakes place when the communication goes upward
downward and horizontal.It consists offlows from the executive and managerial
levels of staff with the help of certain channels.
Marking  Satisfactory  Unsatisfactory
Question 19 Explain the difference between an official communication channel and an unofficial
channel and provide an example of each.

15. Assessment Version 4 CHCCOM003 15
Answer Official communication consists ofemails posters and meeting as well as an official
communication consists ofwhatemployees se to each other.
Marking  Satisfactory  Unsatisfactory
Question 20 Describe two protocols thatsupporteffective written and oral communication.
Answer The two protocols that are needed for oral and written
communication are clear thoughts as well as creation of proper and
professional language.
Marking  Satisfactory  Unsatisfactory
Question 21 Identify two key principles and two key practices ofmentoring.

16. Assessment Version 4 CHCCOM003 16
Answer Mentoring mustbe done according to the structure dialogue thatshows the
reflection of the facilitation by mentor.
Relationship ofmentoring mustbe based upon confidentialityand trust.
Marking  Satisfactory  Unsatisfactory
Question 22 Identify two key principles and two key practices ofcoaching.
Answer Trust and relationship.
Awareness and feedback.
Marking  Satisfactory  Unsatisfactory
Question 23 Provide an example of a communication strategy,protocol or organisational
standard thatwill require mentoring or coaching of staff and explain what
information and resources mustbe prepared and presented.

17. Assessment Version 4 CHCCOM003 17
Answer One communication strategycan be recognised as usage ofmeeting minutes after
finishing the meeting and mailing them to the staff members.
Marking  Satisfactory  Unsatisfactory
Question 24 Provide an example of how maintaining communication with internalwork-
related networks and relationships can promote organisation objectives.
Answer It can be built with the help of developmentofgreat ideas in terms ofinternal work
related relationships and networks (Bull & Kortens, 2013).
Marking  Satisfactory  Unsatisfactory
Question 25 Provide an example of how maintaining communication with externalwork-
related networks and relationships can promote organisation objectives.

18. Assessment Version 4 CHCCOM003 18
Answer Maintaining the communication with the help of external work-
related relationships and networks with the help of gathering the
inside of the functions related to the industry.
Marking  Satisfactory  Unsatisfactory
Question 26 Describe two ways you could gather feedback from team members regarding
communication outcomes
Answer Ways of gathering feedback are:
Employee survey
Customer surveyoptions.
Marking  Satisfactory  Unsatisfactory
Question 27 Explain whatcontinuous improvementmeans in relation to communication
practices and how lessons learntfrom evaluation can be used in this process.

19. Assessment Version 4 CHCCOM003 19
Answer Continuous improvementcan be also known as continual improvementthatshows
the improvementrelated to the services and products with the help of break
through and incremental improvements.
Marking  Satisfactory  Unsatisfactory
Question 28 Outline two reasons whyit is importantto evaluate communication practices.
Answer Evaluation of the communication practices helps in learning the improvementand
the practices.It also helps in reducing the uncertaintyis and improving the
effectiveness in terms of decision making.
Marking  Satisfactory  Unsatisfactory

20. Assessment Version 4 CHCCOM003 20
Student Declaration
CHCCOM003 Develop workplace communication strategies
Student Name First Name Family name
Course Code Title
Assessment
declaration
 I declare that no part of this assessmenthas been copied from another person’s
work, except where clearly noted on documents or work submitted.
 I declare that no part of this assessmenthas been written for me by another
person.I understand thatplagiarism is a serious offence thatmay lead to
disciplinaryaction by my training organisation.
Student
signature
Date submitted
NIET Office to complete
Date received
Received by
References
Grant, A. M., & Hartley, M. (2013). Developing the leader as coach: insights, strategies and tips for
embedding coaching skills in the workplace. Coaching: An international journal of theory, research
and practice, 6(2), 102-115.
Rath, P., & Bharadwaj, A. (2017). Communication Strategies for Corporate Leaders: Implications for
the Global Market. Routledge India.
Bull, M., & Kortens, J. (2013). Strategies for communication. In Managing Organizational
Ecologies (pp. 196-206). Routledge.

21. Assessment Version 4 CHCCOM003 21
Ali, S. Bridging global gaps at workplace: Challenges, perspectives and strategies. International
Interdisciplinary Journal of Scientific Research, 1(3), 70-79.

22. Assessment Version 4 CHCCOM003 22
Record of Assessment
Unit title CHCCOM003 Develop workplace communication strategies
Written Knowledge
Assessment
1st Attempt 2nd Attempt 3rd Attempt
Date S UnS Date S UnS Date S UnS
Part A: Questions
 Satisfactory  Unsatisfactory
Date:
The written knowledge assessments for this unitmustbe successfullycompleted before the Skills Workbook OR
Employer (3rd Party) Verification Form is signed off.
An “Interim - Partially Completed” resultis to be entered into aXcelerate for the written
knowledge assessments using the internal identifier ‘CA-WRO’.
In completing this assessment,I confirm that the candidate has demonstrated all unitoutcomes through consistent
and repeated application ofskills and knowledge with competentperformance demonstrated in multiple instances
over a period.
Evidence collected has been confirmed as:
 Valid  Sufficient
 Current  Authentic
Final Result
 Competent  Not Yet Competent
 Withdrawn
Result Date:
Assessor name:
Assessor signature: