Diploma Community Services

CHCCOM003 Develop Workplace Communication

Strategies
Week 3
www.stotts.vic.edu.au
Review week 2 – what can you remember?

Written Develop Understanding

Alternative Communication
communication – communication competitors (similar
communication channels
case notes strategies organisations)

Developing a
Use of traditional Barriers to
communication SWOT analysis PEST
and digital media communication
plan

Crisis
Financial
communication
implications
planning
Topic 2 - Establish communication protocols

• Identify processes for adapting

communication strategies to suit a
range of contexts

• Develop processes and protocols in

line with communication strategies

• Prepare information and resources

to support the implementation of
communication protocols.
 • A communication protocol
provides a framework for
a particular type of
communication
• Organisations need clear
and effective
communication protocols
to ensure communication
both internally and with
external stakeholders
contributes to the
organisation’s goals and
Establish communication provides stakeholders
protocols with the best possible
services
 Identify processes for
adapting communication
strategies to suit a range
of contexts

Contexts requiring adaption:

• English as an additional
language
• Educational levels and
demographics
• Confidence and expertise
• Different communication
styles
• Disabilities
• Behaviours of concern
 Adaptions
• Discuss with staff
• Decide together
• Written AND Verbal
• Training
• Hardware
o Computer
o Phone
o Apps
o Programs
• Cultural awareness
Identify strategies for
adaption
• Organisational objectives
• Review first
• Analyse staff
o Demographics
o Language
o Experience
o Communication styles
• Consultation
• Propose changes
Activity
• Read the example on pg 34
• Watch this short video
https://vimeo.com/143824832/64f2430fc8
Practice task 5, p. 35
Develop processes and protocols in
line with communication strategies
• Communication strategy provides framework

• Guide development of process and protocols of good communication

practices

• Clear guidelines for internal and external communication

• Consistency and clear understanding

Processes and
Protocols
• Outline goals and methods of communication with
stakeholders

• Legal and ethical considerations:

o Privacy
o Informed consent
o Collection, use and storage
o Discrimination
o Duty of care
o Mandatory reporting
 Privacy,
confidentiality • Discussions (or not)
and disclosure o Protect confidential details
o Consent required
o Individual rights
• Exceptional circumstances
https://www.hotdoc.com.au/practices/blog/patient-priv
acy/

You can read more at

https://www.lawhandbook.org.au/2019_09_01_04_privac
Activity
Small group discussion

Q) Try to think of as many examples as possible about what

would be a breach of privacy, confidentially and consent in
community service practice. 
Collection, use and storage of information - Privacy
Act (2014)
• Open and transparent personal information
• Anonymity and pseudonymity
• Collection of solicited personal information (consent)
• Dealing with unsolicited personal information (no consent)
• Notification of collection of personal information
• Use and disclosure of personal information
• Direct marketing
• Cross border disclosure of personal information (overseas)
• Use of government-related identifiers
• Quality of personal information
• Security of personal information
• Access to personal information
• Correction of personal information