BSBCMM511 Task 3 Nhat Van Nguyen

BSBCMM511 Communicate with influence Task 3 Project: Participate in and lead meetings Assessment Templates Student ID Student Name mv094836 First Name: NHAT Van Last Name: Nguyen Submitting your assessment: Complete all assessment tasks, upload the Assessment Templates, and submit in Moodle for grading. Once your assessment is graded, you will receive an email notification. Check your grades and submission feedback on Moodle. Assessor’s acknowledgement: Please verify each of the following principles of assessment by placing a tick in each box. Refer to the assessor's handbook for further information if required. ☐ Authentic : I am assured that the evidence presented for assessment is the learner’s own work ☐ Valid: I am assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements ☐ Current: I am assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past ☐ Sufficient: I am assured that the quality, quantity and relevance of the assessment evidence enable a judgement to be made of a learner’s competency Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 1 of 13

Task 3: Part 1, Step 1 Review document Important points from BizOps Customer Service Policy and Organisational Plan Provide at least three (3) points 1. Customers first: BizOps is all about putting customers first. They want to make sure every customer interaction is positive and that everyone leaves happy. 2. Handle with care: BizOps has a plan for handling customer interactions, no matter how they happen. They want to make sure every customer has a good experience, whether they're calling, emailing, or tweeting. 3. Get better all the time: BizOps knows they can always improve their customer service. They're always looking for ways to do better and they're always asking their employees for feedback. Ideas based on BizOps Customer Service Policy and Organisational Plan Provide three (3) ideas. Idea 1: Improve communication with logistics to see if they are capable to meet this challenge Idea 2: Hired a third-Party sales call department. Idea 3 : Meetings with all store managers Task 3: Part 1, Step 2 Communication Plan Template Position statement: The company's ability to satisfy the high demand for customer phone sales, which climbed by 30% in the most recent quarter, has raised some concerns. As a result, organising a few meetings will be necessary to plan the steps needed to address this new problem. Organisational objectives: Maintaining the top spot in the market, attracting the most qualified candidates for the company, and ensuring financial stability are the three goals of Bizops. The primary aim is to attain outstanding product and service quality, which are essential features that the organization Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 2 of 13

1988 Privacy Act : You should be made aware of your obligations about the privacy of your clients by your company. It ought to advise you of its obligations for your privacy as well. It's wise to always treat any information you're given about a specific person as confidential. Social media usage : Without the CEO's specific approval, no employee is allowed to speak with the media. Any remarks made in public must come straight from the CEO. Authority to present material Depending on your function within the company, your manager may give you the permission to deliver materials and communicate with external stakeholders by email or verbally through instructions in your job description. As an example: Current clients or customers: Sales representatives and consultants’ Potential clients or customers: The business development team and customer service. Accountants and other relevant staff are employed by government agencies. Present vendors: ties with the right people Potential vendors There are policies and processes in place. Rivals: No conversation with people outside the company. Media: Only with the CEO's consent. Confidentiality requirements Confidential information pertaining to technology, business, finance, transactions, or third-party issues are some of the things that need to be controlled throughout the conference. - Information with commercial value, such as trade secrets - Private information that, if revealed, could endanger a third party. - Protected by the policies and procedures of the organisation. If you're not sure how to handle a specific piece of information: -Please consult the policies and procedures of your organisation. -Seek guidance from a more senior or seasoned coworkers - Adhere to all Commonwealth, state, or territory privacy laws. - Make decisions regarding the timing of information release - Distribute information in a note, notice, or staff meeting announcements, if applicable. Documentation We utilise a PowerPoint to help with our communication, Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 4 of 13

which includes the key points made thus far, pertinent data, and discussion points. To keep participants' interest and focus on the topic at hand, the visual component is crucial. Audience, tone, structure and style of communication We shall utilise language (not too formal) that includes Effective body language; a broad vocabulary; language tailored to the participants so that the message is properly conveyed; presenting the principles correctly; writing with objectivity and clarity. We'll also employ the collaborative technique, foster an accepting atmosphere, and empower everyone to voice their opinions without feeling guilty or afraid to do so. External consultant: Information they require. Questions to ask. It is crucial that we demonstrate the scenario we are working on and the goal we want to accomplish to the external consultant so they can better comprehend the purpose of the meeting. To help it better comprehend the roles of each participant, it is helpful to present pertinent data such as numbers and real values in addition to the framework we use. To keep everyone interested in the meeting, we'll provide interactive questions and solicit suggestions for how to keep and enhance communication at Bizops. Task 3: Part 1, Step 3 Email Template To: Rose Hargreaves, Sarah Voss, Johan Tines, Liz Hitchens, Sean Bamford, Mike Booth, Nancy Tooket, Sayo Yoshida, Mike Booth Cc: Daniela Florez Cadena From: Nhat Van Nguyen Sent: 23/11/2023 Subject: Seek approval To the Team: The purpose of this request is to obtain permission to disclose personal and confidential information in a meeting with our external advisor Darren Lin scheduled for November 25th at 8:00pm. Melbourne time in a few days. I'm waiting for your answer. Regards, Nhat Van Nguyen Task 3: Part 1, Step 4 Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 5 of 13

overwhelming with information overload.  Using examples and illustrations: I will use concrete examples to help my audience understand.  Using visuals: I will use, graphs, and other visuals to help my audience understand. To communicate with influence and persuasion, I will use a few techniques, like: Establishing credibility, I will use a combination of logic and emotion to persuade my audience. I will use evidence and data to support my claims and make my message more persuasive. Introduction Seek consensus on meeting objectives The primary aim is to attain outstanding product and service quality, which are essential features that the organisation must currently uphold considering the current circumstances. In this order is important to keep in mind before, during and after the meeting have clearly define the meeting objectives. Share the meeting objectives with all participants. Create an agenda for the meeting. Encourage active participation from all participants Summarize the meeting objectives and action items. Follow up with participants to ensure that they are completing their action items. Main points Taking the lead Introduce your three (3) ideas Idea 1: Improve communication with logistics to see if they are capable to meet this challenge. Idea 2: Hired a third-Party sales call department. Idea 3 : Meetings with all store managers Questions to ask external consultant. (Use the ones from your communication plan) To keep everyone interested in the meeting, we'll pose interactive questions and solicit suggestions and ideas for raising and sustaining the standard of communication at Bizops. As an example, some possible questions:  Can you briefly describe your experience in helping organizations achieve their communication goals?  How do you measure the effectiveness of communication campaigns and initiatives?  What methods or tools do you use to develop a communication strategy?  How do you handle potential disagreements or conflicts that may arise during the project?  What factors would determine the specific cost of our project?  What are you most proud of accomplishing in your previous consulting engagements? Seek feedback Answering question as per External consultant question tab: Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 7 of 13

Answer questions on ideas Invite others to share their ideas Experience : I will Proven track record of helping organizations achieve communication objectives. Measurement: I will Utilize data-driven approach to assess campaign effectiveness. Methods and Tools: I Employ research methods, stakeholder insights, and strategy development tools. Disagreements: I’m Foster collaborative environment to navigate disagreements constructively. Cost: the factors are Scope, complexity, expertise, and timeline determine project cost. Proud Accomplishments: the proudest I was Increased brand awareness, enhanced employee communication, and improved satisfaction scores. I'd love to hear your ideas on the BizOps project. Please share your thoughts. Feel free to Email your suggestions. Task 3: Part 1, Step 6 Feedback Record and Self-Evaluation Template Feedback Record Stakeholder feedback Date: 22 /11/2023 Stakeholder names: Darren Lin; Sarah Voss; Johan Tines; Liz Hitchens; Sean Bamford; Mike Booth; Nancy Tooket; Daniela Florez Cadena, Elizabeth Geordiades(Marketing leader),Jennifer Sheldon Time : 8:00 Pm Stakeholder positions: Sales manager for BizOps phones, marketing team, marketing head. Feedback on content of presentation A meeting to discuss ideas about the company's ability to meet high demand received positive feedback. The ideas were presented in his PowerPoint presentation, which clearly outlined the topics to be covered and ensured that the main purpose of the meeting was not overlooked. Feedback on delivery of presentation The positive aspect of the presentation was that we were able to clearly understand and discuss ideas aimed at improving everything that was planned and devised. Were objectives of presentation achieved? All objectives were achieved after discussing the concepts to determine which was most appropriate in the current situation and reaching a consensus among the participants on the best alternative at the time. Suggested improvements One area that could be improved is the number of questions designed to solicit participants' opinions and determine whether all concepts Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 8 of 13

customer service teams. And we need to make sure how improved communication can streamline our processes, reduce delays, and minimize customer inquiries. Also be proactive and having a transparent communication can significantly improve customer satisfaction. As you know customers appreciate being kept informed about order status, potential delays, and any other relevant information. Improving logistic communication can directly reduce the flow of calls to customer service. Customers will have fewer reasons to contact customer service if they are kept informed and their concerns are addressed promptly. So, the Strategy we can use are Seek Collaboration to identify areas for improvement in logistic communication. Join with the representatives from production, shipping, and customer service listen to them and their perspectives. Also, we can monitor the progress and Adaptability. Establishing a system to monitor the impact of improved logistic communication on customer satisfaction and call volume. Hiring a Third-Party Sales Calls Department We know and recognize the efforts and dedication of the sales team and knows all the possibles issue can be affect this new challenge. As we need to follow our goal always proving performance and customer satisfaction without replacing the current team. Why this Idea? Because the overwhelming volume of sales calls that the current team are handle could be impact on the productivity, customer service quality, and employee morale. Also, if we hire an outsourcing sales call can significantly improve sales efficiency. In the other hand there is a cost-benefit. The potential cost savings and revenue can growth with outsourcing. We Suggest a pilot program to evaluate the effectiveness of outsourcing sales calls. This allows us for a controlled assessment of the benefits and potential risks. Anticipated counterarguments We must consider every viable refutation that enables you to answer prospective criticisms before they are voiced. This means that to back up our claims, we need to provide documentation, data, links, references, research, and reports. Important factors including budgets, timetables, implementation procedures, and extra communication must also be considered. Supporting arguments Use the information acquired to support your claims. To Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 10 of 13

do this, your argument needs to have a logical structure to be convincing. You should also try to use a series of points that outline your unique perspective on the subject, select key points that will help you support your position, and demonstrate the weaknesses of opposing viewpoints. Presentation needs If we want to present an effective presentation, we need to keep in mind the following needs:  Clearly define the purpose and identify our target  Develop a clear, concise, and structured message.  Enhance our presentation with relevant visuals.  Practice confident and engaging delivery.  Rehearse, seek feedback, and manage our time effectively.  Utilize presentation tools effectively.  Familiarize myself with technology and set up in advance.  Summarize key points, reiterate my message, and provide a clear call to action.  Reflect on my performance and seek feedback for improvement. Task 3: Part 2, Step 2 Screen shot of MS Teams invitation. Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 11 of 13

may take up to one month from selecting and hiring the finest team. OTHER INFORMATION Observers: All individuals took part by expressing their thoughts and raising doubts about minor issues that were not fully understood. Everyone reached a consensus when making decisions. Resources: Both a collaborative language and a PowerPoint presentation were employed. Method of distribution to stakeholders: making sure the minutes are sent to everyone via email. Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 13 of 13