BSBXCM501 ASSESSMENT 1

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St. Patrick's College *

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Communications

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Nov 24, 2024

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BSBXCM501Lead communication in the workplace Learner Instructions 1 (Knowledge Assessment) Submission details Students Name Student ID Group Assessor’s Name Assessment Date/s The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Instructions 1. There are eight (8) written questions in this assessment task. 2. You must attempt all questions. 3. Instructions/Guidelines such as word-limit, what is expected from your example answer etc. have been given to each question. 4. You must complete this task individually. 5. You must demonstrate understanding and application of relevant concepts and critical thinking. 6. Submit written answers to your assessor within an agreed timeframe and in an agreed format. Ensure your answers reflect specifications as outlined below. Keep copies of all submitted materials for your records. Specifications You must provide: ● Answers to eightquestions (provided in Appendix 1). BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 1 of 16

BSBXCM501Lead communication in the workplace Appendix 1: Knowledge Assessment 1. What are the legislative requirements for workplace WHS communication and consultation? Write your answer in 100-150 words. WHS describes the worker’s health and safety in the workplace. This is an act known as WHS act of Australia based on the worker’s health and safety (Quintais, 2018). This act first established in the Australia in 2011 to ensure worker’s health and safety (Nsw, 2021). There are three key legislative requirements for the WHS communication and consultation. These are: ● Provide effective cooperation, presentation and consultation ● Encourage union and employer’s organisation ● Ensuring proper scrutiny and review action under the WHS model act ● Maintaining and harmonising national harmonisation of WHS laws and facilitating this in the organisation. 2. Answer the following questions: 2.1. Explain the purpose and importance of workplace communication policies and protocols in 70-120 words. 2.2. Explain the importance of having a well-written code of conduct 50-70 words. 2.3. How does organisational culture affect communication and listening? Write your answer in 50-70 words. 2.4. Prepare a list of any five (5) types of digital communication used in today’s workplace. 2.5. How can code of ethics help in maintaining an organisation’s culture and reputation? Write your answer in 50-100 words. 2.1 Communication policy and protocols has facilitated that needed for essential communication needed for employee productivity. As per the view of Shan et al. (2019) have stated a good communication policy and protocols in the workplace can help to reduce conflicts and misunderstanding among the employee and organisation. Moreover, communication guidance given to the employee helps them to handle the problem with effective communication especially with stakeholder and clients helps in organisation development. 2.2 A well written code of conduct can clarify the mission, aim and objectives of the BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 2 of 16

BSBXCM501Lead communication in the workplace organisation. This written code can add value and definite principles to the organisation along with standard conduct to the organisation. This also helps to link organizations with the developed market and customer. 2.3 The organisation has a safe and encouraging culture that can influence positive communication to the organisation. On the other hand negative and conflicatble organisational culture can reduce communication of employees with their hierarchy. This can discourage employees from giving a good performance for organizational development. 2.4 a) instant messaging b) Video conference c) CRM system d) Digital discussion forum e) Email These five are the effective tools used for digital communication in the workplace. 2.5 Code of ethics in an organisation helps to increase the job satisfaction and job security of the employee. This also improved organizational value and culture through increasing job performances. This can influence positive organisation culture and reputation. It also improves employee willingness to work in that organisation. 3. Explain any three (3) challenges/barriers to effective communication and the techniques to resolve them in 100-150 words. Three challenges/ barriers to the effective communication Three main barriers that have been seen to develop effective communication are technical, language and psychological barriers. Technical Bartlett (2017) has stated extensive use of cell phone, computer and other technical advancement has created huge barriers to communication as a cause of lack of unity within the personnel and organisation. Language BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 3 of 16

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BSBXCM501Lead communication in the workplace Organisation consists of a wide variation of people speaking in different languages or even from the same languages and different dialects. This can be a major barrier in effective communication. Psychological Flynn et al. (2018) have stated different people have separate emotions and excitement for separate reasons. This is one of the barriers to effective communication. These barriers can be resolved by: ● Using a language that is clear to the every person ● Adopt digital communication channel and employee should be trained under code of conduct ● Checking the place and time before starting the communication. 4. Answer the following questions: 4.1. How can you use the following methods to coach others? Write 50-100 words for each. a) Give employees regular, frequent feedback b) Create a culture of team feedback 4.2. Explain the following methods to monitor others in 50-70 words each. a) One-on-One Mentoring b) Group mentoring 4.1 a) Give employee regular and frequent feedback Employees always have a craving for feedback to understand how their performance is viewed by the organisation and what they need to develop. Thus, one-to- one conversation and good sessions of communication help employees to assess their performance and help the organisation to coach their employees. b) Create a culture of team feedback Organisation should create a culture in their place that employees can give feedback to the other employee. They also should get feedback from their managers. This BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 4 of 16

BSBXCM501Lead communication in the workplace can help to encourage the employee in their work and the organisation can coach them. 4.2 a) One-to-one monitoring One-to-one monitoring is a method of observation in that focus should be based on the one individual. As stated by Shan et al. (2019), one-to-one monitoring provides focus to an individual person for a period of time due to any reason. This has benefits to strengthen the relationships between leaders and their team. b) Group monitoring Some form of monitoring focused on a small group of people. Khairuddin (2021) has stated group monitoring focused on small groups of people performing the same work within a group. This is especially helpful for student groups performing the same activity. This monitoring can help students to anticipate potential problems. 5. Answer the following questions: 5.1. What is cross-cultural communication? What are the five (5) fundamental principles of cross-cultural communication? Write your answer in 150-200 words. 5.2. How should you communicate with individuals with special needs or disabilities? Write your answer in 150-200 words. 5.1 Cross-cultural communication Cross-cultural communication is a process of communication that recognises similarities and differences within a culture group to engage them in an activity. Osborne & Hammoud (2017) have stated cross cultural communication increases hearing and speaking activity. Five effective fundamental for cross-cultural communication 1. Developing awareness on types of feedback they prefer, their preferred way for communication. This helps to understand their performances. 2. Researching different norms of culture is another fundamental help to understand cultural belief of the people and their culture for communication 3. In cross culture communication languages used for communication should be clear that are understood by everyone. BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 5 of 16

BSBXCM501Lead communication in the workplace 4. Understanding and knowing languages of people come from different culture is also a fundamental of cross culture communication 5. Expression in cross culture communication should be clear that can confirm the understanding of people’s statement. 5.2 Communication with person having disability Person with disability and special needs requires a unique and effective method of communication that they can easily understand. As stated by Abdi et al. (2020) have stated that low tone voice and polite behaviour are needed by those people as they have a disability in understanding. This is very effective for this kind of communication that speaks with the person who has disability rather than speaking with the person with disable person. On the contrary, Lifintsev & Wellbrock (2019) have stated cross culture communication is one of the effective methods of communication with the person who has a disability in communication. Ask them method of communication that they are comfortable with as there are different methods of communication for the person having a disability. Moreover, not applying any kind of word that can express that the person has a disability in communication, it may harm their emotions and make them feel relaxed at the time of communication. 6. Explain the purpose of following communication protocols relevant to organisational information needs in 20-50 words each:  internal and external communication guides  risk-based/emergency communication guides  style/formatting of communication guides  processes for allocation of responsibilities for standard communication ● Internal and external communication guides help to exchange the ideas and information within the organisation and from the surrounding atmosphere. ● ECG is a document that provide guideline and information to overcome unexpected occurrences of incidents ● The purpose of style guide is to encourage multiple contributor of a single matter BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 6 of 16

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BSBXCM501Lead communication in the workplace has to fully disclose their statement ● Process for allocation for standard communication has a purpose to enhance team performances within the organisation. 7. As a manager, how would you manage the following communication challenges? a) unethical or inappropriate behaviour b) potential risks or safety hazards c) conflicts with clients or team members d) appropriately framing organisational messaging Write 50-100 words for each. a) unethical or inappropriate behavior: 1. Establish straightforward guidelines. You should develop an easily understood yet comprehensive code of conduct that outlines company expectations for ethical behavior at work. 2. Provide tools: Consider implementing a reporting system that allows your employees to disclose conduct violations anonymously, and identify procedures for staff to request private meetings with supervisors responsible for ethics oversight. 3. Be proactive: organizations that lacked anti-fraud controls suffered greater average losses—often twice as much—from ethics violations. 4. Employ data monitoring: Another effective way to prevent unethical behavior in the workplace is to establish management review boards to investigate possible violations to the code of conduct. 5. Foster ethical behaviour: When evaluating candidates during the hiring process, you should consider their values and whether they fit into the company’s vision. Distribute responsibilities across employees and departments, creating a system of checks and balances that reduce the risk of unethical behavior. b) potential risks or safety hazards: BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 7 of 16

BSBXCM501Lead communication in the workplace Practical steps you could take include:  Trying a less risky option.  Preventing access to the hazards.  Organising your work to reduce exposure to the hazard.  Issuing protective equipment.  Providing welfare facilities such as first-aid and washing facilities.  Involving and consulting with workers. c) conflicts with clients or team members:  Create a healthy culture: Treat everyone in your team fairly and equally, provide them with praise and recognition, and be open and honest at all times.  Learn to spot the early signs of conflict  Deal with conflict promptly  Develop rules for handling conflict  Listen your client or team member carefully d) appropriately framing organisational messaging As a manager you can manage appropriately framing organisational messaging in following manner:  Frame the message to achieve a clear purpose/result for the orginisation.  Frame the message to the audience and situation.  Frame the message to build clear content understandings.  Frame the message for a desired emotional response. 8. Answer the following questions regarding communication challenges: 8.1. Explain the features of following different communication styles in 50-100 words each. BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 8 of 16

BSBXCM501Lead communication in the workplace a) Aggressive b) Passive-aggressive 8.2. Explain the following communication methods in 30-80 words each: a) Verbal communication b) Non-verbal communication 8.3. What are the different cross-cultural communication techniques? Outline any four (4) in 70-120 words. 8.4. Explain the following conflict resolution techniques in 50-80 words. a) Problem-solving b) Compromising 8.5. As a leader, what are different types of negotiation technique you would implement when conducting negotiations? Write your answer in 150-200 words. 8.1 a) Features of Aggressive Communication style are: It is a style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others. Thus, aggressive communicators are verbally and/or physically abusive. Aggressive communicators will often:  Try to dominate others  Use humiliation to control others  Criticize, blame, or attack others  Be very impulsive  Have low frustration tolerance  Speak in a loud, demanding, and overbearing voice  Act threateningly and rudely  Not listen well  Interrupt frequently  Use “you” statements b) Passive-aggressive: BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 9 of 16

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BSBXCM501Lead communication in the workplace It is a style in which individuals appear passive on the surface but are really acting out anger in a subtle, indirect, or behind-the-scenes way. People who develop a pattern of passive-aggressive communication usually feel powerless, stuck, and resentful – in other words, they feel incapable of dealing directly with the object of their resentments. Instead, they express their anger by subtly undermining the object (real or imagined) of their resentments. Passive- Aggressive communicators will often:  mutter to themselves rather than confront the person or issue  have difficulty acknowledging their anger  use facial expressions that don't match how they feel - i.e., smiling when angry  use sarcasm  deny there is a problem  appear cooperative while purposely doing things to annoy and disrupt  use subtle sabotage to get even 8.2 a) Verbal communication: Verbal communication is the use of words to convey a message. Some forms of verbal communication are written and oral communication. Examples of Written Communication: -Letters -Texting -Emailing Examples of Oral Communication: -Face-to-face conversations -Speech -Radio BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 10 of 16

BSBXCM501Lead communication in the workplace b) Non-verbal communication: Nonverbal communication is the use of body language to convey a message. One main form of nonverbal communication is body language. Examples of Body Language: -Covering mouth (gesture used to hide a smile or frown) -Head nod (agreement) -Finger tapping (impatient or tired of waiting) -Arms crossed over chest (gesture indicating defensiveness or stress) 8.3 Different cross-cultural communication techniques are:  Keep an open mind  Have at least some knowledge of people’s cultural backgrounds  Practice active listening  Watch your nonverbal communication  Maintain a personal touch  Be an effective communicator  Keep things straightforward and simple.  Makes sense to leave such phrases out of cross-cultural conversations as a general rule.  Be clear with instructions, and if necessary, ask the other person to repeat the instructions back to you to ensure they have understood 8.4 a) Problem-solving: Problem solving is a common approach to resolving conflict. In problem-solving mode, the individuals or groups in conflict are asked to focus on the problem , not on each other, and to uncover the root cause of the problem. This approach recognizes the rarity of one side being completely right and the other being completely wrong. b) Compromising: A compromising conflict resolution strategy aims to settle on a BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 11 of 16

BSBXCM501Lead communication in the workplace solution that's deemed fair. Everyone works together, so no one completely gets their way. Instead, each team member makes a sacrifice to ensure everyone has a small consolation prize. Compromise sounds excellent at the outset, but a solution that's fair is not always a solution that's effective. This conflict resolution strategy is still too focused on competition and misses a major point: What does each person need? That's where collaboration comes into play. 8.5 As a leader I will chose the following techniques for negotiation: 1. Negotiate the process. Don’t assume you’re both on the same page when it comes to determining when to meet, who should be present, what your agenda will be, and so on. Instead, carefully negotiate how you will negotiate in advance. Discussing such procedural issues will clear the way for much more focused talks. 2. Build rapport. Although it’s not always feasible to engage in small talk at the start of a negotiation (particularly if you’re on a tight deadline), doing so can bring real benefits, research shows. You and your counterpart may be more collaborative and likely to reach an agreement if you spend even just a few minutes trying to get to know each other. If you’re negotiating over email, even a brief introductory phone call may make a difference. This is one of the most valuable negotiation skills to master. 3. Listen actively. Once you start discussing substance, resist the common urge to think about what you’re going to say next while your counterpart is talking. Instead, listen carefully to her arguments, then paraphrase what you believe she said to check your understanding. Acknowledge any difficult feelings, like frustration, behind the message. Not only are you likely to acquire valuable information, but the other party may mimic your exemplary listening skills. 4. Ask good questions. You can gain more in integrative negotiation by asking lots of questions—ones that are likely to get helpful answers. Avoid asking “yes or no” questions and leading questions, such as “Don’t you think that’s a great idea?” Instead, craft neutral questions that encourage detailed responses, such as “Can you tell me about the challenges you’re facing this quarter?” BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 12 of 16

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BSBXCM501Lead communication in the workplace BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 13 of 16

BSBXCM501Lead communication in the workplace References Abdi, B., Esmaeilpour-Bandboni, M., Madani, F., & Qolfeshan, E. (2020). Barriers to Effective Communication with Elderly Patient from the Nurses' Viewpoints at Gilan University of Medical Sciences Hospitals in 2018. Journal of Nursing Education , 9 (1), 11-18. Retrieved from: https://jne.ir/browse.php? a_id=1109&slc_lang=en&sid=1&printcase=1&hbnr=1&hmb=1 Bartlett, W. (2017). The Raised Spectre of Silencing'Political'and'Environmental'Protest: Will the High Court Find the'workplaces (protection from protesters) Act 2014'(Tas) impermissibly infringes the constitutionally implied freedom of political communication in'Brown v The State of Tasmania?'. University of Tasmania Law Review , 36 (1), 1-35. Retrieved from: https://search.informit.org/doi/abs/10.3316/informit.397596045524058 Flynn, J. P., Gascon, G., Doyle, S., Matson Koffman, D. M., Saringer, C., Grossmeier, J., ... & Terry, P. (2018). Supporting a culture of health in the workplace: a review of evidence-based elements. American Journal of Health Promotion , 32 (8), 1755-1788. Retrieved from: https://journals.sagepub.com/doi/abs/10.1177/0890117118761887 Khairuddin, A. H. (2021). The barriers to effective communication in motivational activities from the perspective of the sapir-whorf hypothesis. In Forum BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 14 of 16

BSBXCM501Lead communication in the workplace Komunikasi (FK) (Vol. 16, No. 1, pp. 26-43). Universiti Teknologi MARA. Retrieved from: https://ir.uitm.edu.my/id/eprint/49486/ Lifintsev, D., & Wellbrock, W. (2019). Cross-cultural communication in the digital age. Estudos em Comunicação , 1 (28), 93-104. Retrieved from: https://www.researchgate.net/profile/Denys- Lifintsev/publication/333576410_Cross- cultural_communication_in_the_digital_age/links/5cf51b9b4585153c3daf55 07/Cross-cultural-communication-in-the-digital-age.pdf Nsw (2021), Work Health and Safety Act 2011 Statutory Review Report - June 2017 Retrieved from: https://www.safework.nsw.gov.au/resource-library/whs-act- statutory-review-2017/work-health-and-safety-act-2011-statutory-review- report-june-2017 Osborne, S., & Hammoud, M. S. (2017). Effective employee engagement in the workplace. International Journal of Applied Management and Technology , 16 (1), 4. Retrieved from: https://scholarworks.waldenu.edu/ijamt/vol16/iss1/4/ Quintais, J. P. (2018). Untangling the hyperlinking web: In search of the online right of communication to the public. The Journal of World Intellectual Property , 21 (5-6), 385-420. Retrieved from: https://onlinelibrary.wiley.com/doi/abs/10.1111/jwip.12107 Shan, L., Miura, R., Kagawa, T., Ono, F., Li, H. B., & Kojima, F. (2019). Machine learning-based field data analysis and modeling for drone BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 15 of 16

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BSBXCM501Lead communication in the workplace communications. IEEE Access , 7 , 79127-79135. Retrieved from: https://ieeexplore.ieee.org/abstract/document/8735795/ Candidate: I declare that this work has been completed by me honestly and with integrity and that I have been assessed in a fair and flexible manner. I understand that the Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these assessment tasks. Signature: ___________________ Date: ____/_____/_____ BSBXCM501 Learner Instructions 1 Version: 2.0 Implemented: 2nd July 2021 To be reviewed: 2nd July 2023 Responsibility: Operations Manager RTO Code: 0249, CRICOS Provider Code: 03282E © MVJ Enterprises Pty Ltd t/a Perth College of Beauty Therapy, YES College Page 16 of 16

BSBXCM501 ASSESSMENT 1

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