Part A: Multiple Choice. 1.1 Which of the following is a legal and ethical consideration relating to communication? al Traditional media b) Privacy () Strategic plans d) Coaching 1.2 Possible communication barriers, restraints and difficulties could arise because of which of the following factors? 3) Client non-compliance with service delivery plans b) Language differences c) Social circumstances d) All of the above 1.3 The information a community service organisation might communicate external to the organisation could include which of the following? 3) Client confidential information b) Minutes of staff meetings c) Promotion of organisation events d) Instructions to staff 1.4 Which of the following could be construed as a conflict of interest? =) Provide a quality service to a client b) Giving favours to friends or relatives c) Arriving at work late d) Leaving work early 1.5 Which of the following is an effective communication strategy? 3) Reflection of content bj Keeping your arms folded across your body when a person is talking to you () Making as little eye contact as possible d) Insisting that the person listen to your point of view 1.6 A communication plan includes which of the following considerations? al Identifying the purpose of your communication b) Identifying who your audience will be () Identifying how you intend to communicate the message d) All of the above 1.7Different context of communication require different strategies and techniques. When you are communicating the decisions of a meeting which of the following is the most effective communication strategy? Sending an email and attaching the minutes of the meeting b) Arranging another meeting to announce the decisions at the previous meeting c) Calling each person individually and telling them the decision over the phone d) All of the above 1.8 Which of the following describes what a communication protocol in the community service organisation entails: 3) An email outlining how many sick days a person is entitled to b) A practical, hands-on way to outline specific processes and procedures between service delivery agencies c) A medical certificate from your doctor d) A method of giving staff bad news 1.9 When you prepare information and resource to support the implementation of a communication protocol you need to take which of the following steps? al Meet with the agencies relevant to the communication protocol to discuss the issues that the protocol is trying to address bj Develop a draft protocol document for circulation and feedback c) Identify issues or barriers to the protocol implementation dj All of the above1.10 Communication channels with a community service organisation should take into consideration which of the following factors? 3) Special communication needs of staff b) What the weather is like on the day that the communication will be made c) What the staffs are wearing on the day of the communication d) All of the above 1.11 What is workplace coaching? 3) Organising a football game at the workplace during lunch time b) Meeting with staff to tell them what a terrible job they are doing cJ A way to develop your workers skills and abilities and to boost their performance by providing them with words of encouragement on the job d) All of the above 1.12 Community workers often use their workplace networks for which of the following purpose? 3) To find out where the best restaurants are in town b) To get movie reviews () Finding out about resources that are available to achieve your community service objectives d) All of the above 1.13 When receiving feedback from others to assess communication outcomes you should ensure that: 3) You listen to the feedback attentively b) You argue your point of view until the other party concedes () You walk out of the room if you do not like what you are hearing d) All of the above 1.14 In order identify opportunities for continuous improvement in your communication strategies you should consider which of the following questions? 3) What are we trying to accomplish? b) How will we know whether change is an improvement? c) What changes can we make that will result in an improvement? d) All of the above