Course Title: Develop, implement and promote effective workplace communication

National Element Code & Title:

CHCCOM504B Develop, implement and promote effective workplace communication

Performance Criteria:

1.1 Develop, promote, implement and review strategies for internal and external dissemination of information, as required, to maximise individual and organisation effectiveness
1.2 In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace
1.3 Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way
1.4 Provide coaching in effective communication to staff as required
1.5 Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation
1.6 Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes
1.7 Maintain relevant work-related networks and relationships to meet client needs and organisation objectives
1.8 Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives

Performance Criteria:

2.1 Present relevant, appropriately researched material in internal and external forums, in a manner that promotes the organisation and is adjusted as required to meet audience needs
2.2 Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs
2.3 Respond to questions from the audience in a manner consistent with organisation standards
2.4 Respect and consider differences in views in a way that values and encourages contributions of others

Performance Criteria:

3.1 Define and implement mechanisms that enhance effective group interactions
3.2 Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members
3.3 Routinely set and follow objectives and agendas for meetings and discussions
3.4 Provide relevant information to groups as appropriate to facilitate outcomes
3.5 Evaluate group communication strategies to promote ongoing participation of all parties
3.6 Identify and address the specific communication needs of individuals

Performance Criteria:

4.1 When conducting meetings, clarify purpose, agree procedures, negotiate roles and responsibilities, adhere to agreed timeframes and maintain equality of participation and input by group members
4.2 Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action
4.3 Provide feedback in a supportive manner appropriate to individuals and the group

Performance Criteria:

5.1 Use strategies to facilitate conflict resolution
5.2 Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict
5.3 Use effective skills in listening, reframing, providing feedback and negotiating to support exploration and clarification of issues
5.4 Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role
5.5 Make referral for conflict resolution and mediation as appropriate

Performance Criteria:

6.1 Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document
6.2 Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose
6.3 Prepare and provide appropriate and timely advice to management and clients as required
6.4 Where individual skill levels do not match workplace requirements, take appropriate remedial action, including seeking assistance and additional training

Performance Criteria:

7.1 In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
7.2 Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated
7.3 Give feedback and advice in a way which reflects current identified good practice
7.4 Conduct interviews and formal discussions with due regard to individual differences, needs and rights
7.5 Use appropriate complaints management, grievance and counselling procedures to deal with serious problems

• Conflict Resolution strategies and techniques
• Negotiate and ensure all communication with staff and clients have positive outcomes
• Active Listening Skills Session

• Students will represent their organisation to the class group

• Follow-up on previous session to ensure all participants where are able to facilitate a group meeting in a simulated work environment
• Facilitating ‘correct’ meeting procedures to ensure meetings run smoothly and that objectives and outcomes are appropriately documented.
• Maintaining appropriate protocol procedures within meetings and seeking feedback about meeting processes

• The accepted protocols and formats used for interviews and formal discussions with individuals and organisations
• Effective communication techniques
• Active Listening Skills, to ensure a successful interview and/or discussion
• Providing feedback and advice, resolving complaints and problems

None rquired