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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 B – Case study questions ............................................................................................................................................5
Student Declaration ...........................................................................................................................................................10
Record of Assessment ..................................................................................................... 11

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 od 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 B – Case studyquestions
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 B – Case study questions
Purpose You will demonstrate a sound knowledge ofthe unit requirements in your
responses.
Instructions to the
candidate
All questions mustbe answered satisfactorilyfor Part B 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
section to be completed.
Assessment
conditions
Skills musthave been demonstrated in the workplace or in a simulated
environmentthat reflects workplace conditions.The following conditions
mustbe metfor this unit:
• Use of suitable facilities,equipmentand 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 ofat least3 people
- typical workplace reporting processes
- use of presentation media
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.
Read the case study, then answer the questions thatfollow.
Case study (questions 1–5)
Fiona manages a team within a disabilityservices organisation.Fiona has been asked to assess some
of the organisation’s communication strategies to decide whether they are appropriate for the current
internal and external stakeholders.

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Currently all information to staff is disseminated verballyat weekly staff meetings.The organisation is
promoted to external stakeholders,including potential clients,bymeans ofbrochures and posters.The
brochures and posters are in English.Information for staff,clients and the general public regarding
disabilities and disabilityrights is provided in the form of written fact sheets thatare available at the
office or can be mailed on request.
Consider these three contexts:
Context 1: English as an additional language
The staff and clients at the organisation come from a wide variety of cultural backgrounds,including
Aboriginal people and people from non-English speaking backgrounds.
Context 2: Educational level and demographics
The organisation provides services primarilyfor young people between the ages of 12 and 25.
Context 3: Disabilities that can impact communication
Following the inclusive values of the organisation,there are also staff members with hearing
impairments and learning difficulties such as dyslexia.
CS Question 1 Identify three communication strategies used in the case study.Explain why each of
these communication strategies is not suited to the context in which it is applied.
Answer 1. The first start-up that is utilised in the organisation is informing the staffmembers
verbally at weekly meetings as all the employees are from differentcultural
backgrounds and itis not compulsorythat all the employees will understand whatis
explained in the organisation.Instead ofthis proper written communication mustbe
provided with meeting minutes (Karanges, et al., 2015).
2. The brochures and the posters are in English which is notcorrectbecause of
different cultural backgrounds.The organisation should make the process and the
posters in differentlanguages also so thateverybody can understand that.
3. Communication strategies are formed for the external and internal stakeholders
which is not a proper strategy as every stakeholder need differenttype of strategy
and a similar strategyis notideal for all the stakeholders

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Marking  Satisfactory  Unsatisfactory
CS Question 2 Identify a process you would use to adaptthe current strategy to suit Context 1.
Answer
A particular process ofstrategy that will be used for increasing the efficiency
in the operations is mailing the meeting minutes to every individual presentin
the staff so that they can understand whatis communicated and whatis
needed to be implemented.
Marking  Satisfactory  Unsatisfactory
CS Question 3 Identify a process you would use to adaptthe current strategy to suit Context 2.
Answer
As per context to it shows thatthe organisation provides services to primaryyoung
people that are aged between 12 to 25. In this case the communication will be done
with the help of colourful posters and process as their attractive to the age group.
Marking  Satisfactory  Unsatisfactory

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CS Question 4 Identify a process you would use to adaptthe current strategy to suit Context 3.
Answer As per case the only solution thatcan be implemented to the strategy is making the
staff members understand with the help of proper actions and language thatis used
in the case of impairments or dyslexia.
Marking  Satisfactory  Unsatisfactory
CS Question 5 Explain why it is importantto identify and follow processes when adapting
communication strategies to suitnew or changed contexts.
Answer Adaptation of the Communication protocols is a series thatis required for following
the steps in order to take the work very efficiently in a context. It is very imperative
to identify the process and following itas itis needed to ensure the adaptation meet
the objectives and the values of the company.
Marking  Satisfactory  Unsatisfactory
Read the case study, then answer the questions thatfollow.
Case study (questions 6–8)
The communitycentre in your area provides employmentand education supportservices to the
multicultural members ofthe communityconsisting ofmostlyrefugees from differentcountries.The
centre needs to update their communication plan to provide more currentinformation abouttheir new
programs to their clients.
CS Question 6 Identify at leastone example of a political,economic,social and technological factor
that may impactthe communication plan.

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Answer
Political Change in the employment act or laws.
Economic Decrease or increase in funding for the operations.
Social Impact of the employment and education on the society.
Technological Technological advancements in terms of new employment and
education.
Marking  Satisfactory  Unsatisfactory
CS Question 7 Explain how you could use the organisation’s business and strategic plans to inform
the communication plan.
Answer
Creation of a Framework for aligning the teams to work with communication
strategy is an at mostscope for communicating the effective approach in terms of
creation of goals and projects for the business plan.It can be communicated with
the help of a meeting or emailing the plan (Cloutier, et al., 2015).

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Marking  Satisfactory  Unsatisfactory
CS Question 8 Explain how you mightuse a SWOT plan to develop this communication plan.
Answer Gathering relevant information regarding the inventory in terms
of conditions for operating in the environment is very essential.
Deriving threats and the opportunities can help the
organisation to make a communication plan that can overcome
those threats.
Marking  Satisfactory  Unsatisfactory
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 that plagiarism is a serious offence thatmay lead to
disciplinaryaction by my training organisation.
Student
signature

11. Assessment Version 4 CHCCOM003 11
Date submitted
NIET Office to complete
Date received
Received by
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 B: Case Study
 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:

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References
Karanges, E., Johnston, K., Beatson, A., & Lings, I. (2015). The influence of internal communication
on employee engagement: A pilot study. Public relations review, 41(1), 129-131.
Cloutier, O., Felusiak, L., Hill, C., & Pemberton-Jones, E. J. (2015). The importance of developing
strategies for employee retention. Journal of Leadership, Accountability & Ethics, 12(2).