Q1: Identify and briefly describe three (3) main legislative requirements relevant to workplace communication(approximately 25 words for each).

Q2: List the at least seven (7) key organisational requirements(consider workplace policies, codes of conduct, organisational reputation and culture) relevant to workplace communication.

Q3: Describe the two techniques to resolve communication challenges

Q4: Describe three (3) best practicemethods to mentor and coach others

Q5: Explain the four (4)key principles of cross-cultural communication and communication with individuals with special needs or disabilities

Q6:

1. Describe what is a communication protocol in an organisation (approximately 50 words).
2. Describe how each of the following contribute to the communication protocols of organisational information: (approximately 25 words for each point)

• internal and external communication guides
• risk based/emergency communication guides
• style/formatting of communication guides
• processes for allocation of responsibilities for standard communication

Q7:Describe how and why each of the following could be communication challenge in the workplace:(approximately 25 words for each point)

• conflicts with clients or team members
• potential risks or safety hazards
• unethical or inappropriate communication
• appropriately framing organisational messaging

Q8: List and briefly explain thekey relevant features of:

• different communication styles
• different communication methods
• relevant cross-cultural communication techniques (include at least three in your answer)
• negotiation and conflict resolution techniques

Q9: Identify two (2) mainlegislative /regulatory frameworks governing customer service and describe their purpose

Q10: Briefly explain theelements of effective customer service including quality, time and cost

Q11: Briefly explain what the purpose is fororganisational policies and procedures for customer service and handling customer complaints. In your response describe the difference between a policy and a procedure and what it is good practice for an organisation to set up procedures to ensure good customer service

Q12: Briefly explain three (3)customer service standards and best practice models relevant to customer service

Q13: Briefly describe three (3)key principles of public relations and product promotion

Q14: Outline three (3)common techniques for solving complaints

Q15: Identify the mainprinciples and techniques involved in managing each of the following:

• customer behaviour
• specific customer needs
• customer research
• customer relations
• ongoing product and service quality
• problem identification and resolution
• quality customer service delivery
• record keeping and management methods.

Q16: Outlineat least threestrategies for monitoring, managing and introducing ways to improve customer service relationships

Q17: Briefly explain three (3) effectivestrategies to obtain customer feedback. (approximately 25 words per strategy)