Australia is an increasingly multi-cultural and multi-lingual diverse society. In order to communicate effectively and understand the changing needs of clients, community service workers need to have a comprehensive understanding of diversity and communication.
Community services workers who are currently in the sector should be aware of diversity, however, it is the responsibility of managers and team leaders to develop, manage and promote diversity through effective communication strategies.
2. Brief
In this assessment, you will demonstrate the knowledge required to develop workplace diversity and communication strategies to meet organisational objectives. This will include the ability to identify legal and ethical requirements, the relevance of stakeholders, both internally and externally, and the need to employ a range of different strategies to meet those needs. Your answers will require you to demonstrate you have considered the potential outcomes and impacts of your communication and diversity protocols.
Some of the questions in this assessment have multiple parts to the them, so please make sure you answer all the parts and pay attention to the numbers of examples required (where indicated) and the required word counts (where provided).
Deliverables
Answer the questions, complete the tasks in this document and submit it.
To do list:
1. Write your name and student ID at the top of this document.
2. Read the background/overview and brief sections of this document.
3. Read the questions and answer in the tables provided or where it is displayed 'click here and type your answer'.
4. Save the Word document using the naming convention: [your student number]_[assessment]_[assessment number].doc. For example: “12345678_31135_01.doc.”
5. Upload your document in Open Space using the relevant Assessment Upload link in this Module.
6. Use the assessment rubric (at the end of the document) to provide a guide to the assessment criteria.
1. Determining the communication needs of a diverse staff and clients
As an organisation, it is common to liaise and/or work in partnership with different stakeholders and other service providers within your local community to enhance service delivery for both clients and staff.
Prior to communicating any information about your service and to clients who engage with it, you must be aware of your organisation’s processes, reporting hierarchy and your legal and ethical requirements must be considered.
a) In the table below, provide one example for each of the legal and ethical requirements listed that may prompt your organisation to access external sources. Identify the relevant stakeholder/s to fulfil this requirement.
We have provided an example.
Legal and ethical requirements
Example (25 words)
Stakeholder/s
Example: Clients’ rights
Client is not satisfied with the service and wishes to make a complaint.
Ombudsman
Confidentiality of client information
The security of the clients’ information given and therefore no cyber crime is involved in exposing the client information. The client is assured of the security of his or her information.
The secretariat.
Equitable access to services
The services rendered to the clients are of high quality and the quantity there of reflects the great service delivery. Client is satisfied with the work of the staff.
Human resource
Duty of care
Client is satisfied with the daily duty care of the project and the services rendered to him as far as the administration is concerned.
Project officers and the Local community.
Mandatory reporting
The reports given during the expected time frame are up to date and no information is faked.
Project team members.
Informed consent
The consent of the client is investigated and protected by the government policies on project management and implementation procedures.
Government officials.
b) In order to show respectful workplace diversity, there are various types of communication needs that are required in a community services organisation. With reference to the diversity of the staff and local community, in the table below identify three (3) types of internal or external communication needs, that could result in competing or conflicting interests. In the next column, describe why it is a competing or conflicting interest.
We have provided an example.
Internal or external
communication need
Description of potential competing/conflicting interests
(10-25 words)
Example: Celebrating Christmas
Not all cultures celebrate Christmas. How can we include these cultures?
Politics involvement.
Not all support same political opinions or the views. Everyone looks at the best in his or her political class support.
Procurement of services.
Not every staff member will purport to be interested with the tender winning bids. Staff may pull to themselves rather than the service to be delivered. (Kahn 2011)
Sexual Relationships.
Members of staff may be engaged in matrimonial affairs conflict. For instance, a staff member trying to date with a married member of the society causing chaos between workplace and the society. (Kahn 2011)
c) Communications within the workplace are required to keep staff updated of all policies and procedures. Based on the diversity of the CareShore staff profile, consider cross-cultural communication strategies. In the table below, provide three (3) types of communication strategies that could be used to share information and justify the selection of each method.
Provide three examples.
Communication strategy or improvement
Justification of strategy
(20 words)
1.Respect of differences.
When the members of the staff show an appreciable consideration for diversity differences, the work place becomes harmonious place to work effectively without infringing to others diversity. (Putt 2012)
2.Avoiding ambiguity
For an effective communication between the members of the staff should tolerate and embrace ambiguity with flexible nature. Becoming too much rigid on ambiguity may cause unhealth word fights within the work place.
(Putt 2012)
3. Anti-ethnocentrism
Ethnocentrism is a superiority feeling of a certain member of a culture. Staff members shouldn’t not allow stereotypes, biases and judgement of each other rather embrace tranquillity and teamwork to achieve the goals set. (Putt 2012)
d) Describe the communication channel(s) or communication mediums that could provide the greatest audience reach (50 words)
e) Face -to-face; Includes one-to-one meetings, cascade, presentation of speeches and conferences which can tackle variety of sensitive issues and give instant feedback.
f) Print based materials like circulars, manuals and memos gives a familiar layout and flexible format allowing large information to be conveyed.
g) Computer based communication like the use of email and messaging is very effective considering high technological advancements.
h) Electronic audio-Visual communication can easy, quick and cost-effective channel of communication.
i) In the table provide 3 (three) communication needs and identify how the communication may be adapted for use by audiences with other diversity needs.
We have provided an example.
Adapting Existing Communication Materials for inclusiveness
Communication need
Communication channel(s)
How it could be adapted
and for whom?
Audience
Adaption
Example: Bathroom gender identifiers
International symbols sign/plaque
Visually impaired
Non English speaking
Braille embossing
Pictures
1.Transgender inclusivity
International symbols and civil society
Local community.
Private and public sector
Diversity in employment and opportunities
2.Gender role transition
Local leaders and Civil society
Government.
Religious clergy.
Health sector.
Counselling
3.Local interpreters.
Research and education pillar.
Local communities.
Non-English speaking.
Linguistics and languages training.
2. Developing a communication plan
In the table on the next page, develop a communication plan for the five (5) diversity-inclusive information strategies listed.
You will need to complete the following information for each of the five strategies:
a) Identifying the stakeholders and whether they are internal or external
b) Deciding the most appropriate channel or medium
c) Proposing the most appropriate timing
d) Identifying how to promote inclusivity
e) Justifying what makes the enhancement(s) to the channel more inclusive
f) Identifying how each strategy will be evaluated
Proposed Communication Plan
Diversity-inclusive information strategy
(a)
Stakeholders
(internal/external)
(b)
Channel
(c)
Timing
(d) r
Inclusivity (How will this be promoted?)
(e)
Justification
(Why is this inclusive?)
(f)
Evaluation (How will the effectiveness of the strategy be measured?)
What?
Who?
How?
When?
How?
Why?
How?
Providing employment opportunities
Human Resource managers.
Print media and press advertisement.
Quarterly per annum.
Engaging the media personalities.
Open to the public arena and portals.
The recruitment panel count on number the applications submitted.
Changes to office security procedures
Department managers.
Status report.
Questionnaire & confirmation.
Meting Question and answers
Monthly during department meeting and one special Q&A session.
Each team member to attend the meetings.
Each team member reports on their finding.
To provide adequate information.
Instances of insecurity quarterly per annum. (Kahn 2011)
Reporting on program activities
Project leader.
Project status summaries.
Status meetings-weekly.
Status Reports weekly.
Meetings with project team.
For skilled elaboration on the project progress.
Continuous reporting with successful implications. (Kahn 2011)
Evacuation procedures due to fire
Disaster management committee
Security manual and FAQ.
Meeting Q&A.
Monthly during department meeting.
Quarterly per annum.
Committee members to present their reports in the departmental meetings.
To curb future instances and response within the shortest time possible.
Expected fire outbreak and increased response to fire outbreak. (Kahn 2011)
Management of aggressive client behaviours
Department managers.
Acute behaviour summation.
Status reports. To be done weekly.
Departmental meeting to be held weekly.
Inclusive of society representative.
Increased healthy workplace and society relationship.
Recorded cases of further aggression from clients. (Kahn 2011)
g) Identify two (2) financial implications that need to be considered when completing your communications plan and the anticipated return on investment. (20-50 words)
Financial implications can include budget, physical and human resources.
Financial implications
Anticipated return on investment
1.Project sponsors.
The further success of any project especially in the implementation phase, needs a lot of financial support. In this case it is very relevant and important to identify the project sponsors who will ensure successful money flow to the project with no barrier. (Putt 2012)
2.Number of staff involved.
Every staff at the end of the day has the expectation of good wages, salaries and bonuses. The higher the number of workers the higher the cost used in remuneration of these staff. Therefore, number involved to match with the payment requirement. (Putt 2012)
h) Consider the implementation of the communication plan. In the table provide one (1) example each of how political, economic, social and technological factors could impact on the effectiveness of the communication plan.
PEST Analysis – Implementation of communication plan
Political factors
Economic factors
1.Stability of the political systems. For example, established peace.
1.Availability of skilled labour in the work place increasing Australia GDP. Example Trained staff.
Social factors
Technological factors
1. Cultural and religious rules that may hinder the desired level of interaction between staff and the society. For instance, Intrinsic Religiosity.
1.Increased effective communication, (Kahn 2011)making it faster and easier. Example the use of email.
References.
Kahn, Robert. 2011. "communication plan." project management office. 1-3.
Putt, Dr Judy. 2012. Report for the evaluation of the Cape York Welfare Reform trial. Australian Government.
Additional resources:
Australian Human Resources Institute - diversity category - https://www.ahri.com.au/awards/ahri-awards/hall-of-fame/2015-winners -
Gender equality - https://www.wgea.gov.au/
HC Online Diversity - http://www.hcamag.com/hr-resources/diversity/
Diversity Council - https://www.dca.org.au/
Department of Human Services Preliminary Information -
https://www.humanservices.gov.au/corporate/annual-reports/annual-report-2014-15/preliminary-information
Google search for best practice diversity policy Australia - https://www.google.com.au/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=best%20practice%20diversity%20policy%20australia
4. Assessment Rubric
Below is a rubric that determines whether your answers and knowledge are satisfactory or unsatisfactory.
To be deemed satisfactory, and to pass the assessment, you must complete the requirements for the column that is titled ‘Satisfactory’.
It is advisable to read the rubric for the question you are answering to determine if you have fully answered the question to the correct standard.
Criteria
Satisfactory
Not yet satisfactory
Question 1a
The student is able to correctly and sufficiently provide one (1) example for each of the legal and ethical requirements listed that may prompt their organisation to access external sources.
And
The student is able to correctly Identify the relevant stakeholder/s to fulfil this requirement.
The student is not able to correctly and sufficiently provide one (1) example for each of the legal and ethical requirements listed that may prompt their organisation to access external sources.
And/or
The student is not able to correctly Identify the relevant stakeholder/s to fulfil this requirement.
Question 1b
The student has correctly and adequately identified three (3) types of internal or external communication needs that could result in competing or conflicting interests
And
The student has correctly and adequately described why each example is a competing or conflicting interest.
The student has not correctly and adequately identified three (3) types of internal or external communication needs that could result in competing or conflicting interests
And/or
The student has not correctly and adequately described why each example is a competing or conflicting interest.
Question 1c
The student has correctly and adequately provided three (3) types of communication strategies that could be used to share information
And
The student has correctly and adequately justified the selection of each method.
The student has not correctly and adequately provided three (3) types of communication strategies that could be used to share information
And/or
The student has not correctly and adequately justified the selection of each method.
Question 1d
The student has correctly and adequately described the communication channel(s) or communication mediums that could provide the greatest audience reach.
The student has not correctly and adequately described the communication channel(s) or communication mediums that could provide the greatest audience reach.
Question 1e
The student has correctly and adequately identified 3 (three) communication needs
And
The student has correctly and adequately identified how the communication be adapted for use by audiences with other diversity needs
The student has not correctly and adequately identified 3 (three) communication needs
And/or
The student has not correctly and adequately identified how the communication be adapted for use by audiences with other diversity needs
Question 2a, 2b, 2c, 2d, 2e, 2f
The student has correctly and adequately developed a communication plan for the five (5) diversity-inclusive information strategies provided
And
The student has correctly and adequately completed the following information for each of the five strategies:
a) Identifying the stakeholders and whether they are internal or external
b) Deciding the most appropriate channel or medium
c) Proposing the most appropriate timing
d) Identifying how to promote inclusivity
e) Justifying what makes the enhancement(s) to the channel more inclusive
f) Identifying how each strategy will be evaluated
The student has not correctly and adequately developed a communication plan for the five (5) diversity-inclusive information strategies provided
And/or
The student has not correctly and adequately completed the following information for each of the five strategies:
a) Identifying the stakeholders and whether they are internal or external
b) Deciding the most appropriate channel or medium
c) Proposing the most appropriate timing
d) Identifying how to promote inclusivity
e) Justifying what makes the enhancement(s) to the channel more inclusive
f) Identifying how each strategy will be evaluated
Question 2g
The student has correctly identified two (2) financial implications that need to be considered when completing their communications plan
And
The student has correctly and adequately identified the anticipated return on investment for each of the financial implications
The student has not correctly identified two (2) financial implications that need to be considered when completing their communications plan
And/or
The student has not correctly and adequately identified the anticipated return on investment for each of the financial implications
Question 2h
The student has correctly and adequately provided one (1) example each of how political, economic, social and technological factors could impact on the effectiveness of the communication plan
The student has not correctly and adequately provided one (1) example each of how political, economic, social and technological factors could impact on the effectiveness of the communication plan
Overall assessment requirements
Word count
As per tasks.
Plagiarism
All or most of the work is original and sourced material (if any) is properly cited.
Referencing
Appropriate referencing conventions are used.
5. Units of Competency
This assessment contributes to the overall competencies for the following unit(s) of competency:
CHCDIV003 Manage and promote diversity
CHCCO003 Develop workplace communication strategies
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