BSBCMM511 Project Portfolio - Task 2_Nadine

PROJECT PORTFOLIO STUDENT VERSION COMMUNICATE WITH INFLUENCE BSBCMM511

Contents Section 1: Planning communication 6 Section 2: Preparing communication 9 Section 3: Presenting and negotiating 10 BSBCMM511 Communicate with influence | 4

Student name: Nadine Buchholz Assessor: Date: 20/05/23 Business this assessment is based on: Role assumed to complete this assessment: BSBCMM511 Communicate with influence | 5

External communication policy: External communication policy and procedures are meant to give your employees guidance for handling information, either outgoing or incoming, that pertains to the organization. The focus should be on spreading important news and information to the public, your customers and stakeholders. By creating clear rules, your goal is to avoid liability issues and embarrassing or damaging situations for your brand. A lot of things fall under the umbrella of external communication – press releases, direct mailings, financial records, newsletters and more – and you need to consider all of the ways they play a role in shaping your image and reputation for the community, future customers and investors. Confidentiality agreements: Confidentiality is a set of rules that limits access or places restrictions on the use of certain types of   information . It is usually executed through   confidentiality agreements   and policies. Some examples could include locking away or securing confidential information at all times, putting non-disclosure agreements in place, and not keeping confidential documents when no longer needed. 3.2 How do these policies and procedure confirm your authority to present the information above? Communication policies are extremely important to implement a standard of behavior and alignment within the organization and thereby establish reliable information. These policies contribute to create process authority and internal control. 3.3 What are the relevant conventions and protocols for communicating with team members? The relevant protocols for communication are described in the meeting policy, where it is possible to identify all the criteria for scheduling a meeting, as well as the standard of communication via e-mail and the agenda process. 3.4 Summarise your legal and ethical responsibilities associated with any confidential information. Ensure that internal information remains within the board Ensure that employees have the necessary information to carry out their work in a clear and objective manner Ensure the confidentiality of the company's business and business methods. BSBCMM511 Communicate with influence | 7

4 Plan your communication by completing the table below. Who am I communicating to? Meeting 1 (e.g. with Project team) Meeting 2 (e.g. with customers) What is the purpose of my communication?  negotiating with customers the price increase of any services that use ecologically correct products.  explain the new approach to green products to the cleaning staff.  Present proposals and values of the products and the disposal of ecological products.  Eco-friendly and easy-to-dispose packaging What information should be part of the communication? To offset the additional cost, OzHouse Clean is expected to charge $7.50, in addition to $30 an hour for a regular house cleaning. • a salary increase of $0.50 per hour for all cleaning staff who successfully demonstrated their competent knowledge and use of the new line of eco-friendly cleaning products (Sarah would be arranging training at a later stage in the employee's own unpaid time janitor). • a 5% discount for customers who regularly use OzHouse clean for more than 1 year.  Agreement with owners and information about new prices and discounts. What position will you take regarding the information that must be communicated? It was emphasized in the meeting that Amanda should not do business unless the customers/employees were obviously dissatisfied or if they requested it. Negotiation should not exceed amounts agreed upon at the executive team meeting and should promote customer/staff retention and satisfaction. Some information should not be passed on to customers. Should any information be kept confidential? James and Nancy, asked Amanda (Operations Manager) to keep all supplier information and cleaning product costs confidential when communicating with employees and customers, but to ensure that both groups understand the objectives of the business, the new product option and the implications of the new product. Explain to customers about new products without telling them about pricing policies. BSBCMM511 Communicate with influence | 8

(identified in Section 1)? products are ecologically correct. What forum will I use to present the information at the meeting e.g. PowerPoint presentation at Group meeting, printout of information, one- on-one discussion etc)? Power Point, impressos, email’s Present to the customer in Powerpoint format, printouts, and emails How does the forum meet organisational objectives? It fulfills the medium and short term goals that the company manages to achieve its long term goals. These objectives allow the company to assess its performance, business strategy and productivity levels. Organizational goals can include the acts, policies, and decisions that are critical to implementing a company's purpose. Fulfill customer responsibilities. Make lawful and responsible decisions with customers. What vocabulary, tone, structure and style suits the audience? The goal of the message, the context, and the audience's demographics are just a few of the variables that affect choosing the right terminology, tone, structure, and style for an audience. Use vocabulary that your readers will be acquainted with and comprehend. Unless you are certain that your audience will comprehend them, avoid employing jargon, technical phrases, or acronyms. If you have to utilise specialised terminology, be sure to define any new words. Tone: Take into account your audience's relationship to you as well as the goal of your communication. Use a courteous and suitable tone. For instance, if you are speaking to a group of businesspeople, a formal tone could be preferable over a casual one. Structure: Take into account the audience's attention span and the intricacy of your content. Use a logical framework that is simple to understand. Long paragraphs should be divided into smaller ones, significant material should be Understand the customer and the issues to be addressed. Speak in a calm and relevant tone. Be practical, logical and objective. BSBCMM511 Communicate with influence | 10

highlighted using headers and bullet points, and concepts should be connected with transitions. Use a style that is acceptable for your readership and the message you are trying to convey. A more official tone could be suitable if you are writing a business report as opposed to an email to a buddy. To keep your writing fresh, avoid using the passive voice and switch up your sentence structure. How will I:  build trust  develop positive working relationships  show respect for the opinions and values of others  maintain effective interaction? Empathize with others and be respectful at all times . Listen carefully when others are talking and refer back to what they say to show you're committed to that conversation. In return, you'll gain trust and long- lasting relationships. Trust is a key element for business development success. Trust, diversity, mindfulness, interrelatedness, respect, varied interaction and effective communication   may seem like simple concepts, but they are critical. When these characteristics are modeled, developed and nurtured, the practice has a better chance of operating successfully. We can show respect in many ways, not only through conversation. When we travel or go into other people’s spaces, we can choose clothing and behaviors that respect that culture. We can read books by people who look differently and believe differently than we do, in order to understand their perspective and experiences. We can try different foods and recipes to learn about new cultures. All of these things help us to grow in understanding and respect for others. The answer involves several elements. Effective communication means that your ideas and concepts are being heard and people are acting upon them. When it comes to defining effective communication, it also Be empathetic, respectful, truthful. Understand about the product to be offered so that the customer has a feeling of confidence. BSBCMM511 Communicate with influence | 11

Section 2: Preparing communication 1 For each meeting planned in Section 1, prepare a visual/written presentation that reflects the information requirements and desired outcomes outlined in the work you’ve done on this assessment so far. Note: As far as possible, use the same presentation for both meetings, but adjust them to suit the audience and purpose accordingly. Make sure your presentation manages confidential information appropriately (i.e. confidential information is not shared with unauthorised parties). Attach the presentations to this section of your portfolio as proof. 2 For each meeting, prepare any other additional meeting materials (e.g. Agenda, Survey, Feedback form etc.). Note: If meeting materials have not already been attached to your portfolio as proof (i.e. the presentation), attach them to this section of your portfolio. 3 Schedule both meetings. 3.1 How will you schedule each meeting (e.g. meeting request sent via email, telephone call, text message etc.)? All intended meeting attendees should receive the following within two days of a meeting:  The place, date and time of the meeting  The business to be considered at the meeting 3.2 Which materials should be distributed before the meeting? Paper and notebook to take notes 3.3 Attach proof of how you’ve scheduled the meeting to this section of your portfolio. Attach: Presentations (x 2) ☐ Additional meeting materials ☐ Proof of scheduling meetings (x2) ☐ BSBCMM511 Communicate with influence | 13

Section 3: Presenting and negotiating 1 If not already viewed in person by your assessor, attach proof of your two meetings to this section of your portfolio. Complete this section after you’ve met with your identified stakeholders. 2 For each meeting and presentation, create a written document on the outcomes of the meeting. Note: These written documents must be distributed to the relevant stakeholders. Keep the audience in mind as you create each document. Your document should include a summary of the meeting, including:  who attended the meeting  what was discussed at the meeting  outcomes of your negotiation (including potential issues and problems). Attach your documented meeting outcomes to this section of your portfolio. 3 Distribute your two meeting summary documents to relevant meeting stakeholders (separately). 3.1 For each meeting document, how will you distribute the meeting outcomes (e.g. via email, hand out a printed copy in person etc.)? 3.2 Attach proof of how you distributed the meeting outcomes summary to this section of your portfolio (e.g. draft email, photo of you physically handing out a printed copy, link to intranet location of document etc). 4 Evaluate your presentations. 4.1 What feedback did you receive at the meeting? 4.2 What did you do well? 4.3 How can you improve? Attach: Proof of meetings (x 2) ☐ Documented meeting outcomes (x 2) ☐ Proof of distributing meeting outcomes to stakeholders ☐ BSBCMM511 Communicate with influence | 14