Assessment 1: Knowledge Questions

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Student Instructions

This assessment task has been designed to allow you to demonstrate your knowledge in using information and understanding of workplace communication strategies gained from the student learning guide. Knowledge questions are structured to provide opportunities to combine different areas of learning and apply personal application when possible to a workplace context. The knowledge questions require a strong understanding of communication strategies, protocols and practices in the workplace, as well as methods to promote personal and professional promotion and development of these skills and knowledge. The knowledge questions are also designed to support you to reflect on how you can transfer everyday communication skills practically to the workplace and identify ways to adapt tools to suit a range of community service contexts.

You will be assessed on your ability to:

• Identify internal and external communication needs
• Identify competing and conflicting interests
• Develop communication strategies to meet organisational goals
• Adapt communication strategies to meet a range of diverse client and stakeholder backgrounds
• Model effective oral and written communication skills
• Identify political, economic, social and technological factors that impact on communication strategies
• Understand legal and ethical considerations
• Identify a number of different organisational communication channels
• Identify barriers to communication
• Identify mentoring and coaching principles and practices
• Describe traditional and new media
• Identify different digital media
• Describe reporting and evaluation processes

You will also be assessed on your ability to demonstrate the following:

• Identify innovative ways of developing and sharing skills, knowledge with others
• Demonstrate a finely nuanced understanding of what to communicate with whom and how in a broad range of work contexts
• Masterfully manipulates communication systems, processes and practices, selecting, using and adapting them for maximum Impact.
• Pay close attention to the selection aspects such as mode, channel and form, recognising ways in which they may influence interpretation of a message and appreciating the subtleties of each.
• Recognise the value that different perspectives can bring to the work situation, and seeks to better understand forms of diversity relevant to the work context, (e.g. ethnic, religious, gender, age, socio-economic) and their potential impacts, and adapts personal communication style where appropriate to respect the values, beliefs and cultural expectations of others.
• understand the unique combination of values, beliefs, knowledge, understanding and perspectives that others bring to the work context
• Articulates and explores own and other’s values, beliefs and assumptions as an integral part of identifying drivers and barriers to change, developing new ideas, addressing problems and making decisions.
• Facilitates a climate in which others feel comfortable to identify, explore and build on a variety of perspectives in order to achieve shared outcomes
• Recognises and addresses complex problems involving multiple variables
• Invests time in defining the real problem, using a variety of techniques to challenge initial perceptions of the situation, identify key contributing factors and critical issues.
• Recognise the critical importance of the ongoing exploration of new ideas to the viability and effectiveness of a work situation
• Define benefits, costs, risks and feasibility from a broad range of perspectives, and may think laterally to redesign aspects in order to address potential issues.

Read through the questions carefully and respond to them in full using your own words and referencing any researched material. Any incorrect or incomplete responses will be returned to you with feedback to allow you to resubmit. If you require additional training or guidance on the topic, you can negotiate time with your tutor for assistance.

Q1: You are working for Southside Community Service as a community services worker in their aged care program. You have been advised the intake process for your program has changed and your supervisor has asked you to communicate these changes to your stakeholders.

Q1: (a) Identify the various groups of stakeholders you will need to inform of the changes to your program.

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Q1: (b) What communication strategies will you use to advise your stakeholders of the intake changes?

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Q2: Sarah is a community services student on placement with your service. You have been asked to mentor Sarah for the next 4 weeks.

Q2: (a) In preparing for your weekly mentoring sessions with Sarah, what do you need to consider.

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Q2: (b) Name the 15 principles of mentoring and coaching.

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Q3: Steve, a youth worker at Southside Community Services Youth Program has approached you to discuss his idea of opening the Youth Centre on Saturdays. Whilst you think this is a good idea you are concerned about the implications for the organisation. You discuss the issues with your supervisor and you have been asked to complete a simple SWOT analysis outlining the strengths, weaknesses, opportunities and threats regarding Steve’s proposal to present at the next team meeting.

Please complete the table below with your answer.

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Strengths:	Weaknesses:
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Opportunities:	Threats:
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Q4: John is a new employee at Southside Community Service. John is employed as a community service worker in the disability support program. The program facilitates a social group for people with a disability on Thursdays from 10.00am to 12.30pm. John is responsible for facilitating this group. John’s 6 month probation report is due and you are in the process of preparing documentation. You decide to observe John’s interactions with clients as part of his performance review. 

You overhear John’s communication with Mohammad. Mohammad is from Iraq. He has recently arrived in Australia on refugee status. Mohammad was injured when he was escaping Iraq and sustained a head injury resulting in a mild intellectual impairment and an injury to his leg which has left him with a bad limp.  

In observing the interaction between John and Mohammad, you become extremely concerned about John’s lack of understanding about communication barriers. John appears frustrated with Mohammad’s lack of English and his inability to understand what John is saying. You hear John mutter “waste of time trying to help these idiots” as he walks away. 

You performance review meeting is with John immediately after the social group

Q4: (a) In addressing John’s lack of understanding in communication barriers, what do you need to do to address this?

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Q4: (b) What are the specific barriers to communication for people form a culturally diverse background?

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Q5: Identify four (4) models of communication and describe their features.

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Q6: Describe your understanding of the following concepts:

Q6: (a) Interpersonal skills

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Q6: (b) Workplace interpersonal skill

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Q7: You have an intake interview with a new client, Natalie. You have received information from the referring agency that includes the following information:

Natalie is 27 years old, has a child Nathaniel who is three. Nathaniel has been removed from Natalie’s care due to Natalie’s mental health issues and drug taking. Natalie has been diagnosed with bi-polar disorder and has episodes where she is manic or very depressed. Natalie has known to be aggressive and abusive to workers.

You meet with Natalie and the interview starts off well. You have developed rapport and Natalie has engaged well with you. When you start discussing the issues relating to Nathaniel’s removal from her care, Natalie becomes distressed, angry and frustrated and starts yelling at you. Natalie states you are working for the Department and just want information from her to provide to child protection so she can’t get her child back.

What strategies can you use to address Natalie’s anger and the conflict between you?

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Q8: Describe the five (5) different communication styles and provide a short overview of each one.

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Q9: Describe in your own words, what it means to be an ethical communicator

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Q10: Name five (5) legal and ethical considerations relating to professional and workplace communication strategies. Provide a short overview for each section.

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Q11: Describe the four (4) elements of a PEST Analysis and provide at least four examples under each heading:

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Q12: (a) Identify three (3) internal communication channels you may experience in a community services workplace environment.

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Q12: (b) Explain the difference between traditional and new (digital) forms of media.

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Q13: Yesterday was the final day for submission of client and stakeholder feedback questionnaires regarding the effectiveness of organisation information sharing to clients and stakeholders regarding program content and changes to organisational service delivery.

You have all the returned questionnaires and have conducted an analysis in the information from clients and stakeholders. You are now in the process of developing a report for management..

Q13: (a) Why is reporting this information important and what areas does your report have to include?

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Q13: (b) What are the six (6) key points why evaluation of this information is important?

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Submission Instructions
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