Eddie_BSBXCM501_AP_ACTB

Comments from Assessor: ASSESSMENT PLAN A SSESSMENT I TEM N OTES Knowledge Questions Word Limit (guide only): Unless otherwise specified, please limit responses to maximum 100 words per question. Scenario / Case Studies Read the scenario or case study and any supporting documentation before completing the tasks. Oral Communication / Role Plays Read the scenario before completing the role-play scenarios and tasks. 4 Detailed instructions for each task are included within the assessment item. 4 You must complete ALL questions/tasks across ALL assessment items 4 You will be able to resubmit your work in the instance where a result of ‘Unsatisfactory’ or ‘Incomplete’ is given. ASSESSMENT GUIDELINES FOR CANDIDATES  Please read/review all the learning materials for the Unit. Please ask your Trainer for assistance at any stage during your training program. After reviewing the learning materials, you will be ready to undertake the assessments for this unit.  For your assessment, you should have received an ‘Assessment Pack’ that includes: 1 . Assessment Booklet (this document) 2 . Supporting materials related to assessment tasks (where relevant) 3 . Study Materials  The assessment due date and submission instructions will be given to you by your Trainer/Assessor. You may be required to email your assessment to the Assessor; upload your completed assessment via an online portal; or submit a hard copy.  Please review the Assessment Plan and the Assessment Items included in this document.  All responses must be written in your own words, except in instances where exact names/terms/references are required for the answer. Simply ‘cutting and pasting’ content from your course materials or other sources, will not be deemed to be a satisfactory response to the questions. You will be required to resubmit your work if any instances of plagiarism are identified. M ARKING AND G RADES  Please submit your completed assessment as directed by your Trainer/Assessor. Your Assessor will review your work and grant you a ‘COMPETENT’ or ‘NOT YET COMPETENT’ overall grade for the Unit of competency.  You need to achieve a ‘Satisfactory’ level in each of the Assessments Items to be granted an overall ‘Competent’ grade in the Unit.  In case you are not able to achieve a ‘Competent’ grade for the Unit, you will be given two additional opportunities to resubmit your work.  Where relevant, reasonable adjustments will be made to accommodate candidates with specific language, literacy and numeracy needs, learning difficulties, specific support needs or disability. Please discuss your needs with us and feel free to seek our help.  Where relevant, responses to oral questioning or additional evidence may be sought to gain more information on your knowledge, skills and competence in the unit. Additional evidence may include skills/knowledge assessed in other relevant Units completed as part of the qualification.  Please discuss your results with your Assessor and feel free to ask for assistance and guidance, as needed. A PPEALS If you are not satisfied with your final grade or with any aspect of the assessment process, you can appeal the decision using our complaints and appeals process. BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 3 of 31

problem solving Written work instruction for a process or procedure Educating staff on newly implemented processes or procedures Employees can pick up new procedures by doing so realistically and visually. 9. Which of the following communication methods would you use in the scenarios listed below:  Verbal – examples include telephones, mobiles, video conference, meeting  Written – examples include emails, SMS, social media, manuals, newsletters, formal documents a. An employee has had an accident and you need to contact the next of kin. Verbal b. Provide information to all the employees on changes to a workplace policy. Written c. Conduct a team meeting with colleagues who are located inter-state. Verbal d. Organise an impromptu meeting at the office to celebrate a colleague’s birthday. Verbal e. Marketing a new product to existing customers. Both 10. Outlined in the table below are a list of different individuals with special needs or disabilities. Complete the table below to record your responses to the following:  Identify at least ONE (1) technique required to communicate effectively with each in a face-to-face conversation.  Briefly explain how each technique helps in communicating with each specific individual. a. Individual with hearing disability Technique to effectively communicate in a face-to-face conversation: keep paper and a pen nearby, or maybe a portable device where you may type anything that wasn't comprehended. You might need to acquire sign language as an additional ability to be able to interact with them more effectively. Explanation of how technique helps in communicating with individual with disability: Having paper and a pen can help someone who has trouble hearing communicate much more effectively because when you write notes to each other, you are sure that all the information was received. d. Individual with visual impairment Technique to effectively communicate in a face-to-face conversation: Use their names when speaking to them so they understand who you are talking to. As you converse with them, it could be useful to lightly tap them on the shoulder to let them know you are around. Explanation of how technique helps in communicating with individual with disability: BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 6 of 31

the disputing parties feeling as though they lost something in the process of trying to reach a compromise, which could result in a lose-lose scenario. c. Forcing This tactic, sometimes known as competing, is helpful when other approaches fall short and/or the disagreement in question is unwarranted or harmful to the team. By imposing the settlement on the disputing parties, this strategy enables managers or supervisors to end minor conflicts that don't add anything to the workplace and allows for more effective conflict management. d. Problem Solving This method, sometimes referred to as collaboration, is helpful when you want to find a solution that benefits all parties. This strategy demands the most dedication and effort from the parties involved. However, because it seeks to arrive at a decision that benefits all parties, it might be the most fruitful. e. Smoothing This tactic, also referred to as accommodating, is helpful when the conflict shows no signs of ending. In these situations, one of the disputing parties steps forwards and puts the other party's needs ahead of their own in an effort to break the impasse and find a solution. 15. The following table lists the common communication challenges faced by managers at the workplace. Complete Column 2 & 3 of the table. Workplace situation Give an example of when/why or how this can occur. What can you do to resolve the conflict/problem? Conflicts with clients Conflict due to poor management of Tempting as it may be to promise that expectations you can satisfy a client's very request, Perhaps the most common source of remember that it is always better to client conflict is poor management of expectations. Too often, it is tempting to under-promise and overdeliver. promise that you can deliver the requests and cater to the wants of your clients. However, the desire to please a client may blind you from considering your actual capacity to deliver what they seek. As a result, failure to manage expectations may harm your reputation and lessen the likelihood of getting additional referrals. Conflicts with team Relationship conflict As much as possible, it is best if those who members Perhaps the most common type of team are directly involved in the relationship conflict, relationship conflict is a result conflict would sort things out among of differences in personality, style, and themselves. Find common ground and try taste. It is known for a fact that you will to establish shared experiences and not get along with every person you interests that could salvage your meet, but this type of conflict is relationship. Should the conflict persist or especially taxing due to the context worsen after such attempts, it is advised where it occurs. When relationship that a manager step in and help sort things conflicts occur within work teams, it can out. ultimately ruin the flow and dynamic of the team. This would make it difficult or even impossible for the team to achieve BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 9 of 31

19. What is the difference between mentoring and coaching? The goal of coaching is to increase the professional's performance while working. Mentoring is more career- development-focused, looking beyond the professional's current job function and adopting a more comprehensive approach 20. Why is it important for organisations to set communication protocols for the following? a. internal and external communication guides Communication protocols, or the formal structures and procedures via which you communicate within the organisation, are essential to workplace communication. Communication protocols, when appropriately created, would help you communicate better and advance organisational objectives. You must analyse the information and communication demands specific to your workplace if you are to sufficiently establish these. b. risk based/emergency communication guides Risk-based communication is focused on the workplace dangers that have been recognised. In general, this entails educating employees about such risks, participating in pertinent dialogues, and disseminating information about how these risks should be managed. Work Health Safety regulations must be adhered to for risk-based communication both internally and externally. Emergency communication, as its name implies, deals with situations where you frequently have no control. These situations would include civil disobedience, bomb threats, fires, earthquakes, and fires. Such situations might affect your workplace and how it operates, so they need to be handled appropriately. Similar to your risk-based communication, emergency communication is educating staff members about emergencies and the appropriate procedures to follow. c. style/formatting of communication guides Despite the strong ties between style and formatting—which are both reflected in your style guide—critical it's to comprehend the fundamental differences between the two. Style is all about your company's branding and how you may utilise your communication to reflect it. Your brand's ability to be consistently expressed through many channels and the communication media you choose to use should be one of your style's primary and specific points of concern. The norms you must adhere to in order to maintain brand consistency throughout your communications are provided by style. Style includes formatting. In its most basic form, this style component is focused on the more intricate component of framing your communication. In order to make sure that your communications are consistent and true to your brand, formatting refers to the precise actions you take to follow the rules established by style. d. processes for allocation of responsibilities for standard communication The daily communication that employees have at work is referred to as "standard communication." This would comprise things like your daily emails, status and progress reports, etc. Each organisation has a system in place for assigning accountability for its common communication practises. The distribution of responsibilities must be in line with the goals and objectives of the organisation, just like it is with other endeavours BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 12 of 31

1. Customers contact the store and ask for general information and an estimate on computer repair costs. Sometimes, they ask about how long the repairs can take. The Receptionist takes all the calls.  However, the Receptionist is quite new, and she has not been given any training on how to respond to customer enquiries. She does not have any guidelines on how to give estimates/quotes on computer repairs. As the volume of calls is quite high, she gets quite frazzled and often gives the customers incorrect information. She wishes there was a communication checklist or manual that she could follow. 2. Customers bring their laptop/device to the store. The Receptionist asks one of the computer technicians to discuss the problem with the customer. If the customer is happy with the solution offered by the technician and the estimated cost for repairs, they leave the device with the technician. The computer technician carries the device to an inside office for repairs.  The technicians are often so busy that they just leave the devices piled on top of each other without completing the required logbook that records the details of the customer and their devices. 3. The technicians who work remotely come to the store twice a week to pick up and drop/off the devices for repairs.  They just randomly choose any devices that they see in front of them. There is no proper system of allocating work tasks and communicating with the remote technicians. 4. Once the repair is complete, the technician verbally tells the Receptionist to contact the customer to advise them to collect their device. The Receptionist contacts the customer who comes to the store to make the payment and pick up the device.  Sometimes the Receptionist forgets what she has been told verbally. This results in miscommunication with customers. It also results in conflicts between the Receptionist and the technicians who blame each other for the miscommunication. The workflow sounds simple enough. However, there are many issues that the staff and customers are experiencing.  CUSTOMER ISSUES o A number of customers are complaining about the lengthy delays in service. o A few customers have complained about their devices getting mixed up with other customer devices. This has resulted in incorrect billing, confusion over the orders, privacy concerns and general anger amongst customers about the poor management practices. o Three customers have recently complained about two staff members, Mina and Anna. They have reported that Mina spoke very abruptly to them when they asked her to help with an issue over the phone. They also said that Anna was very rude and dismissive of their request to recheck a problem they were having with a laptop she had recently fixed.  STAFF ISSUES o Tee is frustrated as she thinks some of the technicians are overworked. She feels that most of the work is allocated to her as they she is more efficient and friendly with customers. They believe that Mina, Agnes and Anna are not allocated the same amount of work because Mina is new and the others pretend that they are already busy with pending work. o Also, Tee and Mina are constantly in conflict with one another. Sometimes it is related to work, while at other times it is related to personality differences that seems to cause conflict. Also, Tee sometimes jokes about other cultures and Mina and Hamid do not feel comfortable with such jokes.  MANAGEMENT ISSUES o There are no documented policies and handbooks that can guide staff regarding communication protocols o Bill wants to increase the revenue and net profits of the business by 10% each year for the next three years. Given the increasing number of complaints from customers, this target is looking difficult. The owner Bill is getting quite angry at the number of complaints he has received from customers recently. He is also getting frustrated with the lack of effective communication amongst the team members. He has asked you to help with setting up a streamlined communication system at the workplace. Complete the tasks below. BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 15 of 31

2. One of the first issues the owner wants you to fix is the inefficient system of receiving customer devices at the front desk and assigning them to the relevant staff member. He wants you to review and fix the process and communication methods from the point the customer calls the store/or walks into the store to drop off their faulty device for repairs till the time he/she picks up their repaired device. Write your notes below to develop efficient communication strategies for each step in the process: Step # CUSTOMER SERVICE PROCESS Identify the communication requirements for each activity. (i.e. What should be done to provide excellent customer service?) What are the supporting documents that need to be developed to help with the communication? 1 Customer calls the Receptionist to make an initial enquiry Within the communication Policy has a section which states the standards set for answer phones, this includes language used, questions asked etc. This is to set a standard of the company to help create consistency. To create a communication checklist and manual which employees can follow to assist them with answering customer enquiries effectively. Supply al employees with training on industry standards and company services and products to help assist with obtaining required knowledge on the industry to better answer customer enquiries. Supply customers with customer service training to ensure they have the require skills when dealing with customers. Communication policy Communication checklist or manual Training document on industry and company knowledge Training documents on customer service 2 Customer walks into the store with a faulty device Supply employees with customer service training so they have correct knowledge on how to best deal with customers to meet their needs. Supply al employees with training on industry standards and company services and products to help assist with obtaining required knowledge on the industry to better answer customer enquiries. Create communication checklist and manual for employees to be able to answer all customers questions effectively. Create company policy and procedure to follow on how to best handle and process a customer and their devices into the system, as well as processes involved with accepting devises, required details and how to handle customers details in accordance with the law. Communication policy Communication checklist or manual Training document on industry and company knowledge Training documents on customer service Privacy Act 3 Customer leaves the device with the technician Take down all customers information as required in logbook. Address all customers enquiries Supply customer with all required information on costs, timeframes etc. communicate with receptionist on device been eft with technician. Logbook Communication checklist or manual Email 4 Manager allocates the work to the different technicians Identify tasks and jobs which need allocation Look in logbook to establish fair distribution of tasks Communicate with technician of task been allocated to them, follow correct processes for this to happen, add into log book and email technician, call technician as well to verbally advise them. Logbook email template 5 Technician completes the repairs Update logbook to show that repair has been completed communicate with receptionist on completion of repair via email and phone call (written and verbal) Logbook Email templates Phone call Communication policy BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 18 of 31

4. External communication protocols and methods. Keeping in mind the needs and diverse backgrounds of ZCS external stakeholders, complete the table below. EXTERNAL COMMUNICATION PROTOCOL MEDIUM OF COMMUNICATION (What medium of communication will you use to convey the information/instruction?) WHY? Why will you use your proposed medium of communication? WHO? Who will communicate with the external stakeholders? 1 General Stakeholder communication on a planned ‘Annual Stakeholder Meeting’ Video conference Email reports to stakeholders Video conferences makes it much more accessible for all stakeholders to take part in the meeting without being time consuming for them. The report will be emailed so large amounts of information can be shared with all stakeholders Owner, manager 2 Risk based communication - advising customers regarding the need to wear masks in the store at all times Signs on front door and in office Area on website Employees to verbally advise customers Signs to advise customers when entering and reminding them as they are in the building. Website to advise all customers of the standards before coming to the building employees to remind customers if necessary when not following requirements All the employees will hold this responsibility who are on site, remote employees do not have to worry. 3 Emergency communication - advising all external stakeholders regarding a snap closure of business for 14 days due to extenuating circumstances. Email Report Phone Call Email will be sent so all external stakeholders can be advised of the information at once, straight away. A report will be sent with the email so large amounts of information can be conveyed to them effectively. Phone calls will be made to help communicate and also to ensure stakeholders are aware of the email and the news. Owner/ Manager BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022 Page 21 of 31

5. List THREE (3) materials that you will need to prepare to support and/or implement communication protocols at ZCR. o Communication checklist or manual o Written dialogue of best answer for common questions o Templates for communication with different stakeholders for common reasons. 6. Research and find TWO (2) sample Communication Policies used by other businesses in Australia. Copy the link to the policies and paste them below. https://www.eapcounselling.com.au/wp-content/uploads/2021/05/Respectful-Communication-Tip- Sheet.pdf h t t p s : / / a c fi d . a s n . a u / s i t e s / s i t e . a c fi d / fil e s / r e s ou r c e_ d o c u m e n t / A H F% 20 C o mm un i c a ti o n s % 20 P o lic y % 20 % 28 J u ly %202018%29%20%283%29.pdf 7. Review the draft Communication Policy for ZCR given below. Add the missing sections based on the information you have gathered from other sources. ------------------------------------------------------------------------------------ Draft Communication Policy  At Zen Computer Repairs, courtesy, tact and consideration should guide each employee in relationships with fellow workers and the public. Scope: It is mandatory that each employee in this organisation show maximum respect to every other person in the organisation and other contacts in a business context. The purpose of communication should be to help others and to make our business run as effectively as possible, thereby gaining the respect of our colleagues and customers. Policy in practice:  Courtesy, friendliness, and a spirit of helpfulness are important and guide the company’s dealings with employees and customers.  Differences of opinion should be handled privately and discreetly. Gossip and backbiting are to be avoided. Communicate directly with the person or persons involved to resolve differences.  Conservative criticism — that which will improve business by clarifying or instructing — should be welcomed when delivered with respect and tact. Destructive criticism — that which is designed to harm business or another person — is not to be practiced.  Employees should strive to maintain a civil work atmosphere at all times and refrain from shouting, yelling, using vulgarities or swearing at co-workers or customers.  The standard of Zen Computer Repairs is a work environment free from disparaging remarks or jokes about religion, ethnicity, sexual preferences, appearance and other non-work related matters. Each employee has the responsibility to foster an understanding of others’ differences in order to create an environment where those differences contribute to a better organization. Inappropriate remarks or jokes based on any of the following are not tolerated and such behavior will result in immediate termination of employment: race, religion, ethnic origin, physical attributes, BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

mental or physical disability, color, ancestry, marital status, pregnancy, medical condition, citizenship and/or age. Inappropriate remarks include those that treat a group of people in a uniform way, assign a behavior in a disparaging way, imply inferiority of a group, are supposedly funny at someone else’s expense, and/or cause embarrassment or distress to others based on comments about a particular group of people.  The policy will be reviewed annually. Relevant legislation:  Privacy: The primary Australian law governing the management of personal information about individuals is the Privacy Act 1988 (Privacy Act). This covers both the federal public and private sectors' acquisition, use, storage, and disclosure of personal information.  Work Health and Safety: The Work Health and Safety Act 2011 (NSW) (the Act) establishes a framework to safeguard everyone's health, safety, and welfare with regard to NSW workplaces and work-related activities.  Anti- Discrimination: The Cth Anti-Discrimination Act In several spheres of public life, such as education and work, it is illegal to discriminate on the basis of a number of protected characteristics, including age, disability, race, sex, intersex status, gender identity, and sexual orientation. Policy authorised by: Eddie Review date: 05 Dec 2022 (Adapted from - Source: https://www.workforce.com/news/sample-communication-policy) BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

PART B: Conduct team meeting at ZCR In the role of the Assistant Manager at ZCR, you have made a decision to change the process for the work allocation between all the computer technicians. You need to have a meeting with Tee and Mina to explain the new process and equitable work allocation to them. You also need to address the issue of the need for all staff to use culturally appropriate communication that is mindful of people from diverse backgrounds. Wh at you need to do: For this assessment, you need to participate in a role-play to lead a team meeting with Tee & Mina. Tee and Mina have been appointed by the employees as their representatives for meetings with management. Tee and Mina will play their role and interact with you. You must respond to their questions/comments and negotiate a positive outcome for all the participants.  You will play the role of the Assistant Manager at ZCR .  Your trainer/assessor will play the role of Tee, Computer Technician .  Your trainer will allocate the role of Mina to another person.  All the participants will be given a copy of the Scenario for review prior to the role-play. NOTE:  The role-play can be done in class if you are attending classes on campus .  Alternatively, it can be done remotely if you are an online student , or if you are unable to attend the scheduled assessment in class. If you are doing it remotely, you will need to organise a time to participate in a video call with your trainer/assessor.  ONLINE STUDENTS: You will need to record the full role-play session and send the video recording to your assessor for assessment purposes. The video recording can be done on any suitable device (i.e. mobile phone/iPad). Alternatively, you can conduct and record the meeting via an online meeting portal, such as Skype/MS Teams/Zoom (as long as you are able to record the meeting on these platforms and all the participants are visible). It is your responsibility to test the technology to ensure that you can send the video recording to your assessor. Step 1 : PREPARATION  Contact your trainer/assessor to schedule a time for the role-play.  Review the scenario details to familiarise yourself with the workflow process and current situation at ZCR. Step 2: LEAD THE TEAM MEETING As the leader of the team meeting, you are required to: 1. Welcome the participants to the meeting. Welcome to the meeting today Mina and Tee, thank you for joining me. 2. Explain the purpose of the meeting. The goal of today's meeting is to provide you with an update on certain modifications that we will be making in relation to the distribution of work duties to technicians. We're here so that I may go over the new procedure with you and get your comments on it. 3. ISSUE 1: Tell the employees about how the new incoming repair jobs will be allocated equally amongst the Technicians in the future. Therefore, the new method we are implementing will bring order to how we distribute all job duties to technicians. This means that the organisation will now take a more organised approach to distribute repair projects so that each professional receives an equal amount of work. We established this approach to assure fairness and equality of workloads because we discovered that some technicians were assigned significantly more work than others, which we felt wasn't fair.  Check that they have understood everything.  Get their agreement on the division of work. BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

Do you currently comprehend the new system's nature and operation?  Ask the participants for feedback on the new process and on the communication during the meeting. What comments do you have on the new procedure and the meeting's communication? 4. ISSUE 2: Tell them about the importance of using respectful communication with staff and customers, considering the needs of those from diverse backgrounds. In the workplace, communication is a crucial tool, and for our working environment to be productive, we need to make sure that all communications are courteous and in accordance with our communication policy. Respectful communication in the workplace boosts everyone's spirits, boosts output, and improves employee satisfaction. The wellbeing of all of our employees is very important to us, thus we need to make sure that we achieve and maintain a healthy work environment. We are aware that none of us working together as a team could make this operation happen, and that it is only through the efforts of everyone playing their part that it is. This demonstrates that each team member has value, and we should all keep this in mind. Our diversity strengthens our ability to think creatively and solve problems from a variety of angles, which is what makes us stronger. As a result of the distinctions between each of us, we are able to combine our individual life experiences to create something truly remarkable.  In particular, address the conflict resulting from inappropriate jokes about other cultures. A variety of social and cultural backgrounds, as well as varied gender identities and sexual orientations. Contrarily, discrimination is the unfair or unfavourable treatment of certain groups of people or things, particularly on the basis of race, age, or sex. When that is the case, it may result in forms of discrimination, which are strongly disapproved of and may, in some instances, lead to disciplinary sanctions. Discrimination can take the form of intentionally treating someone differently due to their gender, colour, or cultural heritage. Even joking about someone's culture can constitute it. Even if someone believes it is only a joke, it can have a negative impact on the person receiving it, especially if their culture is being mocked. Making fun of someone else's ethnicity or culture is a type of discrimination that is not tolerated in the workplace .  Ask for their opinion on this topic. Evaluate the different perspectives. What, in your opinion, do the terms "discrimination" and "diversity" signify, and what is your viewpoint?  Share the key messages from the following draft policy with Tee and Mina. Draft Communication Policy At Zen Computer Repairs, courtesy, tact and consideration should guide each employee in relationships with fellow workers and the public. Scope: It is mandatory that each employee in this organisation show maximum respect to every other person in the organisation and other contacts in a business context. The purpose of communication should be to help others and to make our business run as effectively as possible, thereby gaining the respect of our colleagues and customers BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

Draft Communication Policy  At Zen Computer Repairs, courtesy, tact and consideration should guide each employee in relationships with fellow workers and the public. Scope: It is mandatory that each employee in this organisation show maximum respect to every other person in the organisation and other contacts in a business context. The purpose of communication should be to help others and to make our business run as effectively as possible, thereby gaining the respect of our colleagues and customers. Policy in practice:  Courtesy, friendliness, and a spirit of helpfulness are important and guide the company’s dealings with employees and customers.  Differences of opinion should be handled privately and discreetly. Gossip and backbiting are to be avoided. Communicate directly with the person or persons involved  Listen attentively to their concerns/questions and respond appropriately.  Negotiate and get an agreement on the key messages in the policy. You need to use ‘Principled negotiation’ techniques to get agreement. We have a fantastic team here, and as a unit, we have the ability to do amazing things. Together, working so effectively and efficiently, we can do more. Through our efforts, we have been able to create a productive workplace where everyone feels welcome and can succeed.  Direct them to communicate according to the policy in future. We currently have a very good communication policy in place that addresses m communication. This will aid in directing you as to the proper follow-up and standards to achieve through various channels of communication with both clients and workers. We have received training in communications, so we are aware of the standards that must be met. If necessary, we can go to the policy to review the proper course of action to follow. 5. Listen attentively to their concerns/questions and respond appropriately. Do you have any questions or concerns? BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

6. Thank the participants for their participation in the meeting. Thank you everyone for joining the meeting today. Have agreat day. Your trainer/assessor will observe and assess your performance during the meeting using the criteria noted in the ‘Observation Checklist’ given below. BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

ROLE PLAY OBSERVATION CHECKLIST Office Use Only: Assessor to complete PERFORMANCE CRITERIA Did the candidate… ASSESSOR TO INDICATE YES/NO BELOW ASSESSOR’S COMMENTS 1. Welcome the team members to the meeting and explain the purpose of the meeting? 2. Select and use appropriate conventions and protocols when communicating with co-workers? 3. Use interpersonal skills to build relationships with team members and facilitate respectful interaction? 4. Facilitate respectful communication amongst others, considering the needs of those from diverse backgrounds? ISSUE 1: 5. Ask the participants for feedback on thew new process and on the communication at the meeting 6. Present and convey information to others in a way that they can understand and demonstrate that the needs of all recipients, including those from diverse backgrounds have been considered? ISSUE 2: 7. Present information in a succinct, clear and persuasive manner? 8. Clearly explain the importance of using respectful communication with staff and customers, considering the needs of those from diverse backgrounds? 9. Direct others to communicate according to organisational requirements and goals? 10. Explain complex information from the draft policy to positively influence others? 11. Motivate others to communicate respectfully, considering the needs of all, including those from diverse backgrounds? 12. Identify and address any communication challenges to remove barriers to understanding? NEGOTIATION AND FINAL OUTCOMES: 13. Articulate to others their roles in fulfilling the communication requirements and negotiate roles BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

in response to feedback? 14. Use problem solving and decision-making skills to resolve any communication challenges? 15. Obtain confirmation on outcomes of communication challenges to ensure issues have been resolved? 16. Used principled negotiation techniques? 17. Get agreement on final decisions? 18. Ask the participants for feedback on the new process and on the communication during the meeting? CANDIDATE NAME: _________________________________ TICK ONE:  CLASS PARTICIPATION  REMOTE VIDEO CALL/VIDEO RECORDING DATE OBSERVED: _____________________ ASSESSOR NAME: ________________________________ ASSESSOR SIGNATURE: ________________________________ BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

PART C: Review the meeting and report to ZCR Owner Respond to the questions below to collate your notes from the meeting for a report that you will send to the business owner: 1. What feedback did you receive from Mina? Mina is still very new to the organisation and is still getting used to how things function and the job tasks that she performs, so she was a little afraid of the new system that had been put in place for assignment of work tasks. She acknowledges that she does take on slightly less work than the other technicians and wants to work up to their level of workload. She was given the assurance that she will always have access to mentoring to help her out with any things she needed assistance with. Mina was also appreciative of management's actions and realisation of the discrimination that was occuring. She thought it was handled well in a way that will still allow the workplace to function well. 2. What feedback did you receive from Tee? Although she was aware of it, she felt that employment discrimination had no place. She felt bad for them and had no idea that her own behaviours were discriminatory. She expressed her gratitude to the management for bringing it up so she could be more conscious of her behaviours and their effects. Tee was also highly appreciative of the new system's implementation and the equitable distribution of task assignments. 3. What did you think went well at the meeting? Participants grasped the messaging that was delivered during the meeting and became highly aware of how their own actions needed to improve in several areas thanks to excellent communication. 4. List TWO (2) areas for improving the communication process in the future.  Give all staff diversity training so they may better appreciate the value of diversity and how it benefits the company. In this approach, people can get to know and respect each other better and improve their communication.  Run meetings on a regular basis, including one with the entire team to allow for the sharing of ideas. 5. Which communication method will you use to collate and report the outcomes to the owner? A report will be created and delivered to the owner via email as the Record of results Office Use Only: Assessor to complete RESULT FOR ASSESSMENT 2 (Please TICK below) COMMENTS:  Satisfactory  Unsatisfactory  Did not attempt / Incomplete Name of Assessor: Assessor signature: Date: BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022

ASSESSMENT 3 – Review communication practices YOUR TASK: Refer to the scenario in the previous assessment and complete the tasks below. 1. List THREE (3) techniques you can use to offer mentoring to Mina to help her with her job. a. Peer mentoring b. Mosaic mentoring c. Functional mentoring 2. List THREE (3) sources of information that you can use to manage the outcomes of communications and negotiations following your meeting with Mina and Tee. a. Meeting minutes b. Feedback forms c. Communication policy 3. Imagine that six months have gone by since you implemented the new Communications Policy. Complaints from customers have increased even more after the implementation of the policy. New staff were hired a few months ago. They were not provided any training or mentoring. In addition, the work has increased substantially, and all the staff are stressed and anxious about not being able to cope with their workload. Due to the high level of anxiety, conflict between staff members has also increased. Identify and document THREE (3) areas for improvement in communication for team or organisational practices. • Induction training for employees who are joining the company • supply all employees with culture and diversity training to better understand the importance and benefits of diversity and improve communication between employees. • Have regular interviews with employees addressing their own performances as well as the performance of the company, help establish areas of improvements. 4. What can you do to implement new plans to improve communication processes? Provide staff with greater training on diversity, communication, and other topics to arm them with the knowledge necessary to improve interpersonal communications. Record of results Office Use Only: Assessor to complete RESULT FOR ASSESSMENT 3 (Please TICK below) COMMENTS:  Satisfactory  Unsatisfactory  Did not attempt / Incomplete Name of Assessor: Assessor signature: Date: BSBXCM501 Lead communication in the workplace | Assessment Pack – Version: AUG 2022