Lead Communication in the Workplace: BSBXCM501 Assessment Guide

Student name Amit Singh Student ID number Student signature Date Assessor name LEAD COMMUNICATION IN THE WORKPLACE BSBXCM501

This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed in the RTO Works License Agreement. The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and correct. Every effort has been made to ensure its accuracy, but the project team and publisher do not accept responsibility for any loss, injury or damage arising from such information. While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome notification of any errors and any suggestions for improvement. Readers are invited to write to us at hello@rtoworks.com.au . Business Works is a series of training and assessment resources developed for qualifications within the Business Services Training Package. Introduction 4 Assessment Task 1: Knowledge questions 5 Assessment Task 1: Checklist 10 Assessment Task 2: Project 11 Assessment Task 2: Checklist 16 Final Results record 19

Introduction The assessment tasks for BSBXCM501 Lead communication in the workplace are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Business Works Student User Guide . The Student User Guide provides important information for you relating to completing assessment successfully. Assessment for this unit BSBXCM501Lead communication in the workplace describes the performance outcomes, skills and knowledge required to create an environment that enables and supports the application of innovative practice focusing on a holistic approach to the integration of innovation across all areas of work practice. For you to be assessed as competent, you must successfully complete two assessment tasks:  Assessment Task 1: Knowledge questions – You must answer all questions correctly.  Assessment Task 2: Project – You must work through a range of activities and complete a project portfolio.

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Assessment Task 1: Knowledge questions Information for students Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:  review the advice to students regarding answering knowledge questions in the Business Works Student User Guide  comply with the due date for assessment which your assessor will provide  adhere with your RTO’s submission guidelines  answer all questions completely and correctly  submit work which is original and, where necessary, properly referenced  submit a completed cover sheet with your work  avoid sharing your answers with other students. i Assessment information Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide .Refer to the appendix for information on:  where this task should be completed  the maximum time allowed for completing this assessment task  whether or not this task is open-book. Note : You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Questions Provide answers to all of the questions below: 1. Complete the table to describe legislative and organisational requirements relevant to workplace communication. The first row has been completed as an example for you to follow. Description Example (provide two, with at least one addressing digital communication requirements) Best practice Good practices that have been agreed upon by experts and have proven to achieve successful results. ISO Standards for communication (industry specific) e.g.ISO 9921:2003 specifies the requirements for the performance of speech communication for verbal alert and danger signals, information messages, and speech communication in general. ISO standards for artificial intelligence and data security. Legislation Government and parliament work together to draft laws. Equality Act 2010 The work Health and safety ACT 2011 Workplace policies/procedures It is a firm's policy. It addresses practical issues in adhering to work laws. Code of conduct Health and safety policy Codes of conduct In the workplace, a code of conduct refers to standards, beliefs, etc. It gives employees a clear set of expectations about how to perform their duties (employee). Use of technology: During breaks, employees are permitted to use their personal cell phones, social media accounts, and the internet. Workers should acknowledge that they are not the authors of any social media posts that are related to the organization. Dress code: Every employee is required to wear the company-issued uniform. It must be worn during working hours and refrain from donning torn or filthy uniforms. Reputation and culture An organization's culture describes how it does business, and its reputation is how external While some businesses maintain a laid-back atmosphere for their staff, others require professionalism. Twitter: Twitter exemplifies a collaborative atmosphere. Employees have access to rooftop meetings, healthcare, and education

Description Example (provide two, with at least one addressing digital communication requirements) stakeholders recognize it. through Twitter University. Google: Some perks of working with Google include free meals, social events, cash bonuses, and public speaking opportunities. 2. Discuss communication challenges in the workplace. Consider the following in your answer:  description of four challenges (conflict, risks/safety hazards, unethical communication, organisational messaging)  at least two techniques that may be used to respond to each of the mentioned challenges. Answer : Conflict: It results from disparate points of view, discrimination, etc. Techniques: Listening, respect. Risks / safety hazards: Inconsistency of communication - Miscommunication can result from communications that change in meaning as the conversation goes on. Techniques: Keep communication consistent, understanding that the other people’s parts in delivering it Unethical communication: Breaking confidentiality and copying Technique: Training employees and making sure that employees are legal and organizational. Organisational messaging: The message that is shared with other organization members in order to accomplish the objectives. Technique: Emails, Social media 3. List five methods of workplace communication: Answer : Video conferencing (Zoom), Email, Social media, Messaging, Face to face 4. Outline four communication styles using the table below. Style Description Passive communication style It represents a cultural intelligence pattern. When it comes to upholding one's rights, this kind of individual avoids expressing their emotions. When anything hurts or makes them angry, they do not handle it well. They frequently allow grievances and irritations to mount. Explosive emotional responses are expressed when the high acceptance threshold for undesirable behavior is reached, but afterwards shame, guilt, and uncertainty can be felt.

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Style Description Aggressive communication style Uncompromising communication People use various means of expression to voice their thoughts, views, and desires. As a result, aggressive communicators are hostile both physically and verbally. Assertive communication style Clear and forceful opinion expression is a trait of assertive communicators. Protecting one's wants and rights without violating those of others. Passive Aggressive communication style Although it resembles passive communication, this manner of speaking actually conveys a subdued or indirect hostility. A person of this type frequently feels hopeless, blocked, and resentful. 5. List five things a mentor should consider/do as they mentor and coach others. Answer: Show sympathy, establish a good connection, sustain a positive relationship, and value other people's viewpoints. 6. List four key principles of cross-cultural communication Answer: Speak gently, steer clear of using complex vocabulary, eschew slang, Notes should be made. 7. List four key principles to consider when communicating with people who have special needs or disabilities. Answer : Using the right communication tools, be considerate, use the language of the people, means of communication like sign language. 8. Complete the table to explain communication protocols and their relation to cross-cultural communication and special needs/disability. The first row has been completed as an example for you to follow. General example (provide one) How to consider cross-cultural and special needs/disability in the communication (provide one example) Internal and external Nominated means of communication for identified Include accessibility requirements for webpage design

General example (provide one) How to consider cross-cultural and special needs/disability in the communication (provide one example) communication guides purposes Risk based/emergenc y communication guides Sharing of information concerning risks and risk identification through communication. Able to understand clearly and readily. Style/formatting communication guides Equality in textual and visual communication. Everything from the typeface and layout to the language's style and tone. Allocation of responsibility To be given to specific people in order to accomplish their objectives It is important to identify individual competencies and assign duties. 9. Discuss what negotiation in the workplace entails and three techniques that can be used to ensure successful negotiation. Answer : Avoid emotion Set time limit for a decision Develop your listening skill

Assessment Task 1: Checklist Student’s name: Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully? Comments Yes No Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9 Task outcome:  Satisfactory  Not satisfactory Assessor signature: Assessor name: Date:

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Assessment Task 2: Project Information for students In this task, you are required to demonstrate your skills and knowledge by working through a number of activities and completing and submitting a project portfolio. You will need access to:  a suitable place to complete activities that replicates a business environment including a meeting space and computer and internet access  your learning resources and other information for reference  Project Portfolio template  Simulation Pack for this unit if using the provided case study. Ensure that you:  review the advice to students regarding responding to written tasks in the Business Works Student User Guide  comply with the due date for assessment which your assessor will provide  adhere with your RTO’s submission guidelines  answer all questions completely and correctly  submit work which is original and, where necessary, properly referenced  submit a completed cover sheet with your work  avoid sharing your answers with other students. i Assessment information Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide .Refer to the appendix for information on:  where this task should be completed  how your assessment should be submitted. Note : You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Activities Complete the following activities: 1. Carefully read the following: This project requires you to demonstrate that you can lead communication in the workplace by:  researching internal and external information needs  developing and implementing communication protocols  persuasively and professionally presenting information to negotiate desired outcomes to a variety of audiences  improving communication challenges and processes through review. Vocational education and training is all about gaining and developing practical skills that are industry relevant and that can help you to succeed in your chosen career. For this reason, we are giving you the choice to base this project on your own business, one you work in or a familiar with, or you can use the case study provided. This will mean that you are applying your knowledge and skills in a relevant, practical and meaningful way to your own situation! You will need to communicate with people who work for, or are involved, in this business several times. Your communication may be either directly with actual staff members or fellow students/your assessor can play the roles of relevant people/parties. Communication can be in any appropriate format (e.g. face to face, video conference) as long as it meets the requirements outlined in the Project Portfolio. You will be basing your communication on a relevant workplace issue or project that provides an opportunity for negotiation. Examples of suitable issues or projects you may want to consider include:  wage negotiations  property lease agreements  KPIs  project scope negotiations  deliverable due dates  supplier payment terms  internal budget discussions If you choose your own business (or one you work for/are familiar with), it is important that this business has organisational policy and procedures related to communication already developed. Speak to your assessor to get approval if you want to base this on your own business or one you work for. You will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below. Before you begin, complete page 4 of your Project Portfolio and read through the requirements of Sections 1,2 and 3 in the Project

Portfolio to familiarise yourself with what must be done. 2. Guide workplace communication Complete Section 1 of the Project Portfolio to:  research internal and external information needs of your chosen organisation  develop and implement communication protocols according to information needs  prepare to mentor someone(e.g. junior employee) to achieve the organisation’s communication goals and adhere to developed protocols  mentor the chosen person. i The mentoring session should last for 15 minutes. The mentoring session may be with an actual staff member or alternatively family, friends, classmates or your assessor can play the role of the person being mentored. This can either be viewed in person by your assessor (or your assessor may join the meeting online) or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step. Make sure you follow the instructions above and meet the timeframes allocated. Submit Section 1 of your Project Portfolio to your assessor and attach required evidence as indicated in your portfolio. 10. Engage in workplace communication Complete Section 2 of the Project Portfolio to engage in separate negotiations with two different audiences. For each occasion, you will:  prepare to negotiate by identifying the method/style of communication, understanding any diverse needs of the audience, planning to address barriers/risks and establishing desired outcomes of the negotiation.  present complex information related to your chosen workplace issue or project: o in a succinct, clear and persuasive manner o to positively influence others  evaluate differences in perspective and critically examine outcomes  negotiate desired outcomes, focussing on key outcomes  confirm and implement key outcomes using appropriate methods. i The objectives of the negotiation are for you, as a workplace leader, to:  model/motivate respectful communication  achieve key outcomes  communicate according to organisational requirements and goals. The negotiation will last for approximately 20 minutes and may be with an actual staff member or alternatively family, friends, classmates or your assessor can play

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the role of the other negotiation party. Negotiations can take place in a variety of ways as long as organisational requirements are adhered to. If negotiations are face-to face, they can either be viewed in person by your assessor (or your assessor may join the meeting online) or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step. Make sure you meet the timeframes allocated and that you adapt your communication style for the different audiences. Submit Section 2 of your Project Portfolio to your assessor and attach required evidence as indicated in your portfolio. 11. Review communication Complete Section 3 of your Project Portfolio to:  use digital technology to obtain feedback from a variety of sources about the outcomes of your communication and negotiations (including the effectiveness of communication channels, systems and processes).  document and implement communication improvements Attach required evidence as indicated in your portfolio. 12. Submit your completed Project Portfolio Make sure you have completed all sections of your Project Portfolio, answered all questions, provided enough detail as indicated and proofread for spelling and grammar as necessary. Ensure all required attachments are correctly attached. Submit to your assessor for marking along with attachments as indicated.

Assessment Task 2: Checklist Student’s name: Did the student: Completed successfully? Comments Yes No Guide workplace communication by:  summarising applicable organisation strategy, policies and procedures  summarising applicable legislation  researching information needs of their chosen organisation, including: o internal and external needs o at least three sources (including digital sources) o relevant information from minor sources  developing at least two communication protocols  adapting communication protocols to at least two different contexts  supporting/implementing communication protocols by: o developing at least two different communication materials (at least one being digital) o directing staff to adhere to communication requirements o using materials in the workplace.  Mentoring someone by: o assisting them to achieve communication goals o motivating them to communicate respectfully and

consider everyone’s needs o following mentoring principles/methods. Engage in workplace communication by:  establishing potential and desired outcomes  preparing to negotiate, including: o identifying the method/style of communication to suit the audience o identifying anticipated communication challenges o planning to address barriers/risks  presenting complex information related to their chosen workplace issue or project: o in a succinct, clear and persuasive manner o to positively influence others  evaluating differences in perspective and critically examine outcomes  negotiating desired outcomes using negotiation techniques and o model/motivating respectful communication o communicating according to organisational requirements and goals  confirming negotiation outcomes  implementing negotiation outcomes. Review communication to:  obtain digital feedback on outcomes of communication and negotiation (including the effectiveness of communication channels, systems and processes) from at least two

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sources  identify and document areas for team and organisation-wide communication improvement  implement plans to improve communication Task outcome:  Satisfactory  Not satisfactory Assessor signature: Assessor name: Date:

Final Results record Student name: Assessor name: Date Final assessment results Task Type Result Satisfactor y Unsatisfactory Did not submit Assessment Task 1 Knowledge questions S U DNS Assessment Task 2 Project Portfolio S U DNS Overall unit results C NYC Feedback  My performance in this unit has been discussed and explained to me.  I would like to appeal this assessment decision. Student signature: _________________________________________ Date: _________________  I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor signature: _______________________________________ Date:__________________

BSBXCM501 Student Assessment Tasks

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