Skills Assessment: Effective Communication for Building Relationships

Skills Assessment Criteria Unit code, name and release number CHCCOM002 Use communication to build relationships (2) Qualification/Course code, name and release number Student details Student number Student name Assessment Declaration Note: If you are an online student, you will be required to complete this declaration on the TAFE NSW online learning platform when you upload your assessment. This assessment is my original work and has not been:  Plagiarised or copied from any source without providing due acknowledgement  written for me by any other person except where such collaboration has been authorised by the teacher/assessor concerned. Student signature and date Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 1 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Version: 20230613 Date created: 20210630 © 2023 TAFE NSW, Sydney RTO Provider Number 90003 | CRICOS Provider Code: 00591E This file can be found at the Learning Bank The contents in this document are copyright © TAFE NSW 2023 and should not be reproduced without the permission of the TAFE NSW. Information contained in this document is correct at the time of printing: 17 February 2024. For current information, please refer to our website or your teacher as appropriate. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 2 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The aim of this assessment is to assess your knowledge and performance to communicate to build relationships effectively Assessment Event number 2 of 2 Instructions for this assessment This is a skill-based assessment and will be assessing you on your ability to demonstrate the skills required in the unit. This assessment is in two parts: 1. Meeting facilitation (role-play) 2. Written documentation And is supported by:  Observation checklist  Assessment feedback Note : This assessment may contain links to external resources. If a link does not work, copy and paste the URL directly into your browser. Submission instructions On completion of this assessment, you are required to submit it to your Teacher/Assessor for marking. Where possible, submission and upload of all required assessment files should be via the TAFE NSW online learning platform. Ensure you have included your name at the bottom of each page of documents you submit. You must keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 3 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

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Assessment details Instructions What do I need to do to achieve a satisfactory result? To achieve a satisfactory result for this assessment, you must be available at the arranged time to complete all the assessment criteria as outlined in the assessment instructions. All parts of the observable task must be performed to a satisfactory level as indicated in the criteria section of the Observation Checklist. All oral questions must be answered correctly to be deemed satisfactory in this assessment task; however, Teachers/Assessors may ask you additional questions to confirm your understanding of the task. If a resit is required to achieve a satisfactory result, it will be conducted at an agreed time after a suitable revision period. What do I need to provide? TAFE NSW student account username and password. If you do not know your username and password, contact your campus or service centre on 131601. Access and download all the templates listed from the Indigo Community and Health Hub Intranet site before the assessment event date. It is your responsibility to have these documents for the role-play. https://share.tafensw.edu.au/share/file/070bc245-2c80-4818- 878a-786ad9a00cfb/1/Indigo.zip/index.html What the Teacher/Assessor will provide Location to conduct the role-play Three participants to support the role-play task (including instructions for each role) Due date Time allowed Delivery location The date will as per your assessment schedule and will be confirmed by your teacher/ assessor  Part 1 – one hour 30 minutes (indicative only)  Part 2 – one hour (indicative only) TAFE NSW campus/ TAFE Digital Campus/ TAFE NSW Moodle/ a location determined by your assessor Assessment feedback, review or appeals Following the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment decision Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 4 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Assessment details Instructions concerning how the assessment was conducted and the outcome. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment. If you would like to request a review of your results or have any concerns about your results, contact your Teacher/Assessor or Head Teacher. If they are unavailable, contact the Student Administration Officer. Contact your Head Teacher/Assessor for the assessment appeals procedures at your college/campus. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 5 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Specific task instructions This a two-part (role play) skills assessment where you are required to facilitate a meeting between community members to resolve a difficult situation. The scenario will provide you with all the information you require to prepare and distribute an agenda, chair, and minute a small meeting with three community members. After the role-play, you are also required to seek feedback from meeting participants to evaluate their experience of the meeting. If this assessment requires the student to record information, the Teacher/Assessor will provide the appropriate document/template. The Teacher/Assessor will advise a time and location for each event. Alternatively, the student may have the option to record their participation and submit as video evidence. For TAFE Digital students: You will be recording this meeting and uploading your recording for marking. If submitting video evidence, you must:  Provide a video for each participation clearly meeting all requirements.  Ensure they have access to the equipment and resources required to participate in each demonstration.  Follow the Video recording instructions (pdf) . This one-pager includes useful tips, links to resources, and a demonstration video. URL: https://share.tafensw.edu.au/share/items/744af7d4-a241-45e2-adb0- 0e13f2fe4950/0/?attachment.uuid=01c3c87a-4599-48c2-91f0-68a00b5bbb4c  Address the questions or items listed in the Observation checklist, either during the demonstration or record them in a separate video file. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 6 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

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IMPORTANT SELF-AWARENESS WARNING: It is recognised that responding to conflict situations in a simulated or actual workplace may unexpectedly impact people. This could be due to past personal experiences, vicarious trauma or not necessarily being prepared for the realities of the complexity and intensity of a crisis as it unfolds. As with any workplace environment, TAFE NSW believes in supporting students and staff. Should any distress, fear or concerns come from the simulated incident, all parties affected will be able to debrief with professional support staff on campus. The teacher will be able to make arrangements and follow up on the support needed for those affected. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 7 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Part 1: Meeting facilitation (role-play) To complete this part of the assessment, you will participate in a simulation/role play/scenario to demonstrate your ability to complete skills-based tasks to industry standards. The role play will be observed by your Teacher/Assessor or can be digitally recorded and submitted as evidence. Please refer to your class Teams site for further information about where and when the role play will occur and how the assessment is to be conducted and submitted. Your demonstration will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria provided in the Observation checklist to understand what skills they need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria your Teacher/Assessor will be marking against. Once completed you will need to submit this assessment to your Teacher/Assessor for marking. Role play scenario 1: The scenario As a Team leader at the Indigo Community Services and Health Hub, you are to facilitate a meeting on Wednesday afternoon next week at 2:00 pm. A local disability network has approached you regarding the parking at Indigo Community Services and Health Hub. You are required to organise, and chair, a meeting to discuss the use and location of the disabled parking, as the Centre has had numerous complaints from clients who have not been able to use the disabled parking spot due to staff using the spot. The staff have indicated that the use is due to the fact there is no designating staff parking. Often staff cannot find a spot close to the office when they are dropping off items. In attendance at the meeting, there will be:  A disability advocate representative from the local disability network.  An Outreach worker (as the Indigo Community Services and Health Hub representative – who has also been noted to occasionally park in this space).  A client. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 8 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Role of the student being assessed Before your role play, you must access, download and complete the following documents from the Indigo Community Service and Health Hub . (https://share.tafensw.edu.au/share/file/070bc245-2c80-4818-878a-786ad9a00cfb/1/ Indigo.zip/index.html)  An agenda for the meeting.  Meeting notification for the meeting.  Minutes for the meeting.  Meeting evaluation feedback. Before you commence your role-play you need to demonstrate you have:  Develop an agenda for the meeting you will facilitate.  Write an email to the participants inviting them to the meeting and outlining the details of the meeting.  Prepare an evaluation document to be completed after the close of the meeting. During the role-play, you will be required to facilitate the meeting professionally, according to your organisation’s policies and procedures. You are required to minute the meeting discussion, decisions, and actions. Following the meeting, you are required to obtain feedback from your participants, either verbally or in writing, regarding the effectiveness of the communication and the meeting processes. Participant feedback must address:  Was the agenda appropriate?  How well did the facilitator involve the other participants?  Was the questioning appropriate?  Was the meeting a success? If so, why, if not why?  Identify areas for improvement.  Feedback on the effectiveness of communication. You should refer to the list of criteria provided in the Observation Checklist to understand what skills need to be demonstrated during your role play. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 9 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

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Observation Checklist The assessor will use the Observation Checklist to mark your performance in the role-play. Use this Checklist to understand what skills you must demonstrate in the role-play scenario to be assessed as competent. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration occurs or, if appropriate, directly after the task/activity has been completed. Next to each observable behaviour, the assessor will signify with a tick ( P ) in either the satisfactory (S) column when the behaviour is observed or a cross ( O ) in the unsatisfactory (U/S) if a behaviour is not demonstrated. Table 2 Observation checklist Name of Student: Date of Role-Play: Time of Role-Play: Location of Role-Play: Name of Assessor: Signature of Assessor: Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 10 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Table 3 Observation Checklist Task No. Task/Activity Performed S U/S Assessor Comments (Describe the student’s ability in demonstrating the required skills and knowledge) 1 Did the student: a) Contribute to the meeting using appropriate communication techniques (including non-verbal)? b) Show a manner that showed professional relationship boundaries? c) Encouraged all members to participate equally? d) Seek and acknowledge contributions from all? ☐ ☐ 2 Did the student: a) Use a person-centred approach? b) Demonstrate a rights-based approach? c) Use motivational ☐ ☐ Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 11 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Task No. Task/Activity Performed S U/S Assessor Comments (Describe the student’s ability in demonstrating the required skills and knowledge) interviewing techniques? 3 Did the student fully explore and discuss the issues as they are presented? ☐ ☐ 4 Did the student identify and refer to a workplace policy that assisted them in managing the issue? ☐ ☐ 5 Did the student: a) Use strategies that allow all participants to contribute to the meeting? b) Identify and address problems and communication barriers? ☐ ☐ 6 Did the student resolve conflicts or differences of opinion as they arise? ☐ ☐ Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 12 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

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Task No. Task/Activity Performed S U/S Assessor Comments (Describe the student’s ability in demonstrating the required skills and knowledge) 7 Did the student accommodate the needs of the participants, including cross-cultural communication, needs for interpreters etc.? ☐ ☐ 8 Did the student record the minutes of the meeting in a professional manner? ☐ ☐ 9 Did the student seek evaluation feedback and respond professionally to input from participants, including: a) Was the agenda appropriate? b) How well did the facilitator involve the other participants? c) Was the questioning appropriate? d) Was the meeting a success? ☐ ☐ Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 13 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Task No. Task/Activity Performed S U/S Assessor Comments (Describe the student’s ability in demonstrating the required skills and knowledge) If so, why, if not why? e) Identify areas for improvement f) Feedback on the effectiveness of communication? Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 14 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

Part 2: Written Documentation In this part of the assessment, you are required to finalise the meeting minutes and create a summary document relating to the feedback from your participants. All documents should have been accessed prior to the role play from are accessed from Indigo Community Service and Health Hub . (https://share.tafensw.edu.au/share/file/070bc245-2c80-4818-878a- 786ad9a00cfb/1/Indigo.zip/index.html) You must then provide the following documentation to your assessor for marking:  The email that was addressed to the participants of the meeting.  The agenda for the meeting.  The meeting minutes.  The evaluation from each participant.  The evaluation summary collated from the participant’s feedback, including the changes you would make to your practice based on the participant’s feedback. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 15 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

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Assessment Feedback NOTE: This section must have the assessor signature and student signature to complete the feedback. Assessment outcome ☐ Satisfactory ☐ Unsatisfactory Assessor Feedback ☐ Was the assessment event successfully completed? ☐ If no, was the resubmission/re-assessment successfully completed? ☐ Was reasonable adjustment in place for this assessment event? ☐ Has the Assessment Declaration been signed and dated by the student? ☐ Are you assured that the evidence presented for assessment is the student’s own work? If yes, ensure it is detailed on the assessment document. Comments: Assessor name, signature and date: Student acknowledgement of assessment outcome Would you like to make any comments about this assessment? Student name, signature and date NOTE: Make sure you have written your name at the bottom of each page of your submission before attaching the cover sheet and submitting it to your assessor for marking. Document title: ceea5dbe71849b49f61eb797766e38da51b44df1.docx Page 16 of 16 Resource ID: PRJ0015478_ceea5dbe71849b49f61eb797766e38da51b44df1.docx

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