Assessment Tips -BSBLDR412 Communicate effectively as a workplace leader
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TAFE NSW - Sydney Institute *
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Course
412
Subject
Communications
Date
Apr 3, 2024
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30
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OFFICIAL OFFICIAL BSBLDR412 | Communicate effectively as a workplace leader Assessment Event 2 Assessor Tips
Four parts Each Part has one role plays assessment and written components 1.
Role play 1- One on One - 5 minutes -seeking cooperation, collaboration, and consultation with others to clarify and confirm understanding and feedback 2.
Role play 2 –
Team meeting 2 people required - 10 minutes - seeking cooperation, collaboration, and consultation with others to clarify and confirm understanding and feedback 3.
Role play 3 –
Meeting with Joe –
15 -20 minutes - Joe, who is one of your team members has been underperforming for the last one month 4.
Role play 4 –
One on One –
15 -20 minutes - Problem Solving meeting Scenario –
It is recommended that you Complete the Background section of your section of your assessment before starting the Role For this task use an example from your workplace, it can be real or simulated. In this scenario, you are a supervisor or leader, and you are required to meet with a team member for a one-to-one meeting. The nature of the meeting can be anything relevant to your workplace. The
OFFICIAL OFFICIAL meeting can be informal or formal in structure. Some examples may include meeting to discuss rostering, meeting to discuss work performance, pre-start meeting, work in progress meeting, project meeting, end of shift meeting, meeting to plan the upcoming promotion or even a meeting to discuss the Christmas party. A common example could be the first day on the job for a new employee and you are meeting with them to take them through induction and orientation. Make sure you choose a scenario where there is cooperation, collaboration, and consultation with others to clarify and confirm understanding and seek feedback If you do not have a situation to use from your own workplace, please use the scenario below. Optional Scenario You are a team leader working for GELOS, and you have a new employee starting in a week. You are going to ask one of your experienced team members to assist with the training of this new employee. You set up a one-to-one meeting with the existing team member to discuss their involvement in training this new employee. In the meeting you are also keen to share your ideas, consult with them to encourage their input and feedback. This meeting can be face-to-face or virtual, but not over the phone, the chosen communication channel must include video or physical presence so that body language can be observed by the assessor. Role of the student being assessed During your role play you must demonstrate the following skills: •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication. •
identifying and recording actions required because of communication and following up in a timely manner. Task 1 : Background –
It is recommended that you complete this part of your assessment before you start the Role Play
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STEP # Instructions Assessor Tips Part 1: Role play 1
To complete this part of the assessment, you will participate in a scenario to demonstrate your ability to complete skills-based tasks to industry standards. The role play will be observed by your Teacher/Assessor or can be digitally recorded and submitted as evidence. Your demonstration will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria provided in the Observation Checklist to understand what skills you need to demonstrate in this section of the assessment. This Checklist outlines the Performance Criteria, Performance Evidence and Assessment Conditions your Teacher/Assessor will be marking you on. Complete the Background activities before starting your Role Play- task 4 You can use your own organisation or Gelos Enterprises Carefully read the scenario, your role whether you are using your organisation, or the Optional scenario is that of a supervisor or leader Make sure you choose a scenario where you need cooperation, collaboration, and consultation with others to clarify and confirm understanding. Part of this task will be to seek feedback Visit Gelos Enterprises
online and log on with your TAFE username and password.
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STEP # Instructions Assessor Tips 1 Task 1: Background Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
Now that you have decided the scenario for your meeting, provide a brief outline of the situation, who is involved, and the purpose and context of the meeting. You need to give an overview of the situation Your response should offer: •
A description of the situation •
Who is involved, •
The purpose and context of the meeting. •
A basic timeline Task 2: Meeting invitation Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
Draft an invitation to your team member inviting them to this meeting and providing all the details of the meeting. Ensure that you communicate using media and format relevant to this situation and in line with organisational policies and procedures. Some options may include a calendar invite, email, Microsoft Teams chat or text message. If you are Gelos Enterprise then you will need to use the Gelos Enterprise email template
to draft the email. If you are using your own organisation, you can choose to adjust this template or use one from your own organisation. Lesson 1 may help you with this task Make sure your Email is written in simple language
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STEP # Instructions Assessor Tips Task 3: Communication channel Read the following question carefully. Your answer should be a minimum of 60 words but no longer than 150 words. Explain which communication channel/media you selected and how does it meet your organisational policies and procedures Lesson 2 in your learning resource may help you with this task The organisational policy that is in place for the conduction of meetings Gelos Enterprise’s Meeting Policy
OFFICIAL OFFICIAL Task 4: Conduct the meeting –
Record your Role play As per the invitation above conduct a one-to-one meeting with your team member. This meeting must be a recording. The duration of this meeting must be at least 5 minutes. Based on the meeting, identify any 2 communication challenges you faced as a leader. Make sure you video record meeting and take meeting minutes using the Gelos Enterprise
meeting minutes t
emplate As per the invitation above conduct a one-to-one meeting with your team member. If you are using the Optional scenario, then you have a new employee starting in a week. You are going to ask one of your experienced team members to assist with the training of this new employee. You set up a one-to-one meeting with the existing team member to discuss their involvement in training this new employee. In the meeting you are also keen to share your ideas, consult with them to encourage their input and feedback. If you are using Gelos or your own organisation, then you need to show you are •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication.
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OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips •
identifying and recording actions required because of communication and following up in a timely manner.
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STEP # Instructions Assessor Tips Task 5: Seek feedback After you complete the one-on-one meeting with your team member, ask for feedback to improve your communication skills. Note down the feedback and answer the following question in no more than 100 words. 1.
Explain how you can improve the communication and/or the barriers that prevented effective communication. This task requires you to evaluate the meeting you just held. Reflect on how you could improve the communication with participant. Consider any areas that that hinder the communication process for example: Did you use jargon that the participant did not understand? Were there any physical barriers, such as not being able to see the participant if you were using MS teams Task 6: Address a concern Draft a follow-up email to the team member who attended the meeting. In this email provide a summary of what was discussed, the agenda and seek clarification for any decision made or actions/items to be followed upon. For this task use the Gelos Enterprise
email template to draft the following email You should use plain English, don’t include
abbreviations or colloquialisms in your email.
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STEP # Instructions Assessor Tips Task 7: A quick check Read the following question carefully. Your answer should be a minimum of 60 words but no longer than 150 words. Draft an email to your team member asking if he or she is facing any challenges or has any concerns regarding actions/items to be followed upon This only needs to be simple email showing you are following up on the participant to see if they have any challenges that may need to be addressed Part 2 Scenario For this task use an example from your workplace, it can be real or simulated. In this scenario, you are a supervisor or leader, and you are required to meet with 2 or more of your team members for a 10-minute team meeting. The nature of the meeting can be anything relevant to your workplace. The meeting can be informal or formal in structure. Some examples may include a toolbox talk, training meeting, meeting to discuss rostering, pre-start meeting, project meeting, end of shift meeting, meeting to plan the upcoming promotion or even a meeting to discuss the Christmas party. Make sure you choose a scenario where there is cooperation, collaboration, and consultation with others to clarify and confirm understanding and seek feedback If you do not have a situation to use from your own workplace, please use the scenario below. Optional scenario
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OFFICIAL OFFICIAL You are a team leader working for Gelos
, and you have been given the job of planning this month’s social event for the whole department. You would like to work on this in conjunction with a few of your team members as you value their ideas. In the meeting, you are also keen to share your ideas and consult with them to encourage their input and feedback. This meeting can be face-to-face or virtual, but not over the phone, the chosen communication channel must include video or physical presence so that body language can be observed by the assessor. Role of the student being assessed During your role play you must demonstrate the following skills: •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication. •
identifying and recording actions required because of communication and following up in a timely manner. Time allowed •
15 to 20 minutes
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STEP # Instructions Assessor Tips Part 2: Role play scenario 2
To complete this part of the assessment, you will participate in a scenario to demonstrate your ability to complete skills-based tasks to industry standards. The role play will be observed by your Teacher/Assessor or can be digitally recorded and submitted as evidence. Your demonstration will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria provided in the Observation Checklist to understand what skills you need to demonstrate in this section of the assessment. This Checklist outlines the Performance Criteria, Performance Evidence and Assessment Conditions your Teacher/Assessor will be marking you on. Once completed you will need to submit this assessment to your Teacher/Assessor for marking. Complete the background tasks before you start the role play
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STEP # Instructions Assessor Tips Task 1: Background Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting. You need to give an overview of the situation Your response should offer: •
A description of the situation •
Who is involved i.e. the key players •
The purpose and context of the meeting.
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OFFICIAL OFFICIAL Task 2: Conduct the meeting - Record your Role play As your chosen scenario outlines in the above scenario, conduct a team meeting with your team members. There must be a minimum of 2 team members other than yourself. This meeting must be a recording. Make sure you record the meeting minutes for any further reference. Use the Gelos Enterprise meeting minutes template You can use your own organisation or Gelos Enterprises-. You must have two other participants for this Role play Carefully read the scenario, your role whether you are using your organisation, or the Optional scenario is that of a supervisor or leader Make sure you choose a scenario where you need cooperation, collaboration, and consultation with others to clarify and confirm understanding. Part of this task will be to seek feedback Visit Gelos Enterprises
online and log on with your TAFE username and password. During your role play you must demonstrate the following skills: •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication.
OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips •
identifying and recording actions required because of communication and following up in a timely manner. Task 3: Seek feedback After you complete the meeting with your team members, ask for feedback to improve your communication skills. Note down the feedback and answer the following question in no more than 100 words. 1.
Explain how you can improve the communication and/or the barriers that prevented effective communication. This task requires you to evaluate the meeting you just held. Reflect on how you could improve the communication with participants. Consider any areas that that hinder the communication process for example: Did you use jargon the participants did not understand? Were there any physical barriers, such as not being able to see the participants if you were using MS teams
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STEP # Instructions Assessor Tips Task 4: Follow up email Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
Send a follow-up email to all the team members who attended the meeting. In this email provide a summary of what was discussed, and any decision made or actions/items to be followed upon. Use the Gelos Enterprise
email template to draft the email Make sure show in your email that you have sent it all the participants. You email should include a short summary of what was discuss and any decisions the team reached Task 5: Reply to email Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
One
of your team members has questions regarding some of the items you discussed in the email. Please provide a draft of your team member’s reply email to you where they seek clarification of details. Use the Gelos Enterprise
email template to draft the email
This only needs to be simple email showing you have addressed the participants concerns or are clarifying details
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OFFICIAL OFFICIAL Part 3: Role play 3
Scenario You are GELOS team leader. Joe, who is one of your team members has been underperforming for the last one month. She joined GELOS recently and is from a distinct cultural background. You have noticed her not contributing to team meetings, not attending team seminars, and not eating with the team during lunch time. This behaviour seams concerning because she was very proactive, candid, and motivated when she joined. You want to show your support and help her in case there is a concern. Role of the student being assessed During your role play you must demonstrate the following skills: •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication. •
identifying and recording actions required because of communication and following up in a timely manner. Time allowed •
15 to 20 minutes
OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips Part 3: Role play 3
To complete this part of the assessment, you will participate in a scenario to demonstrate your ability to complete skills-based tasks to industry standards. The role play will be observed by your Teacher/Assessor or can be digitally recorded and submitted as evidence. Your demonstration will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria provided in the Observation Checklist to understand what skills you need to demonstrate in this section of the assessment. This Checklist outlines the Performance Criteria, Performance Evidence and Assessment Conditions your Teacher/Assessor will be marking you on. Once completed you will need to submit this assessment to your Teacher/Assessor for marking. Complete the background tasks before you start the role play
OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips Task 1: Background Read the following question carefully. Your answer should be a minimum of 100 words but no longer than 200 words. 1.
Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting. You need to give an overview of the situation Your response should offer: •
A description of the situation •
Who is involved i.e. the key players •
The purpose and context of the meeting. 2.
Describe how you will structure the message to your team member. This could include the points you wish to speak about in the meeting. You need to submit talking points. Talking points are like a cheat sheet for anyone communicating. They provide a quick and easy way of staying on track, not wandering off topic, and making sure communications are consistent They should be in logical order and show in point form what you will be covering in your discussion
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OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips 3.
Which method of communication do you think is most suited for such a conversation and what could be the possible barriers to such a communication? This conversation is a sensitive one which would require personal attention to build trust and comfort with Joe and therefore the method of communication you select should reflect this
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STEP # Instructions Assessor Tips Task 2: Conduct the meeting Conduct a one-to-one meeting with Joe. The role of Joe will can be played by a family member, friend or work colleague
. The duration of this meeting must be at least 5 minutes. In this meeting you will discuss the points that you mentioned in Task 1. Joe will acknowledge your support but will still be hesitant to express herself clearly. Prompts for the person in Joe’s role.
•
Firstly, listen to your team leader’s concerns patiently.
•
Secondly, acknowledge your team leader’s interest to help you out. •
Thirdly, show a hesitance in explaining the real reason for your underperformance. •
Lastly, communicate that you will reflect on the issue and reach out to your team leader. The assessment instruction may be a little confusing as they have been written for face-to-face students. You will need to ask a Friend, family member or work colleague to help you with this role play You do not need to video record this meeting, you will need to submit your meeting minutes. Make sure you record the meeting minutes for any further reference. Use the Gelos Enterprise meeting minutes template
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STEP # Instructions Assessor Tips Task 3: Reach out to Joe It has been a couple of days and you have not heard from Joe. She might not be feeling comfortable to share her views yet. As a team leader, reach out to Joe to check in and show your support. 1.
Draft an email to Joe as a gentle reminder to feel free about her concerns and connect with you. Use the Gelos Enterprise
email template to draft the email
This only needs to be simple email showing you are following up on Joe Task 4: Joe’s reply
Now, assume that you are Joe, and you are finally comfortable to share your concerns with your team leader. The fact that your team leader reached out showed his/her support towards addressing your issues. Therefore, you have decided to have a one-on-one communication with the team leader to discuss your concerns and the challenges that you have been facing. 2.
As Joe, draft an email to your team leader requesting for a one-on-one meeting. The method of communication can be virtual or in person Use the Gelos Enterprise
email template to draft the email
For this task you need to assume the role of Joe. You are to request a one-on-one meeting to express your concerns
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OFFICIAL OFFICIAL Task 5: Conduct the meeting The team leader has accepted your invitation. Now conduct a one-
on-one meeting with your team leader. The role of Joe will be played by you and the role of team leader can be played by a family member, friend or work colleague
. The duration of this meeting must be at least 5 minutes. In this meeting you will discuss all your concerns that are causing you to underperform. Details of what you will be assessed on are included in the attached Observation Checklist. Prompts for Joe’s role
You recently joined GELOS and were excited to work with the team. You were looking forward to do excel in the tasks allotted to you. However, you are facing difficulty to adjust with the work culture, facing language barriers because the team use technical jargons and speak at a speed which is incomprehensible to you. You have also faced some stereotypical remarks from your team members. As a result, you have lost the sense of belonginess that you felt when you first joined the organization. Prompts for team leader’s role
You, as a team leader, will be an active and effective listener. You will use two-way communication approach during the meeting. You will You are playing the role of the Team Leader. You will need to ask a Friend, family member or work colleague to help you with this role play Review the prompts to help you and the person playing the role of Joe to help you with this role play Gelos Enterprises’ policy on diversity
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STEP # Instructions Assessor Tips show your support towards Joe and assure her that GELOS values diversity and cultures. You will ask Joe to go through
Gelos Enterprises’ policy on diversity
. Task 6: Seek clarity and feedback You, as a team leader, have addressed all the concerns and challenges faced by Joe and taken necessary steps to improve her performance. It has been two weeks now and you wish to seek clarity and confirmation from Joe about her comfort level in the team. Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
Draft an email to Joe seeking her inputs regarding her level of comfort in her team and request for her feedback for your approaches. In the email, list the three ways that you, the team leader, would have worked to solve for her concerns. Use the Gelos Enterprise
email template to draft the email Your email should cover three ways that you as the team leader have addressed Joe’s concerns
Use plain English and no abbreviations or colloquialisms
Part 4: Role play 4
Scenario
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OFFICIAL OFFICIAL You are the customer service head of Gelos Enterprises’
customer service division and responsible for ensuring that your team meets standards of performance. It has recently come to your attention that the number of customer grievances have increased since the last quarter. After preliminary analysis you realise that these griveances can be broadly classified into 3 catergories; •
quality of service •
inefficiency in service •
excessive wait time. Also, the number of complaints vary in different geographical areas. As a supervisor, your job role is to assign the task of finding solutions to deal with the problem effectively. You have two members in the team and two weeks to complete your analysis and present the solution to the CEO (Chief Executive Officer). The analysis will have to be completed in two parts: one is to identify which category of grieavnces is the most critical and the second is to identify which geographical region is most critical. Ensure that you communication the project timeline and allocate the tasks between the two team members. Role of the student being assessed During your role play you must demonstrate the following skills: •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication. •
identifying and recording actions required because of communication and following up in a timely manner. Time allowed •
15 to 20 minutes
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STEP # Instructions Assessor Tips Part 4: Role play 4
To complete this part of the assessment, you will participate in a scenario to demonstrate your ability to complete skills-based tasks to industry standards. The role play will be digitally recorded and submitted as evidence. Your demonstration will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria provided in the Observation Checklist to understand what skills you need to demonstrate in this section of the assessment. This Checklist outlines the Performance Criteria, Performance Evidence and Assessment Conditions your Teacher/Assessor will be marking you on. Complete the background tasks before you start the role play
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OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips Task 1: Background Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. 1.
Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting. You need to give an overview of the situation Your response should offer: •
A description of the situation •
Who is involved i.e. the key players The purpose and context of the meeting 2.
Describe how you will structure the message to your team member. This could include the points you wish to speak about in the meeting. You need to submit talking points. Talking points are like a cheat sheet for anyone communicating. They provide a quick and easy way of staying on track, not wandering off topic, and making sure communications are consistent They should be in logical order and show in point form what you will be covering in your discussion
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OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips 3.
Which method of communication do you think is most suited for such a conversation and what could be the possible barriers to such a communication? Lesson 2 in your learning resource may help you with this task
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OFFICIAL OFFICIAL Task 2: Conduct the meeting Conduct a team meeting with your team members. There must be a minimum of 2
team members other than yourself. This meeting must be a recording. The following analysis needs to be done on priority for the performance improvement of the firm - •
Types of customer grievances. •
Regions from which most of these grievances are coming from. As the customer service head, your task is to discuss with your team the timeline in which you are looking forward to completing these tasks and who would be dealing with the tasks. Based on the two communication challenges that you identified in the Part 1 Task 4, identify respective solutions, and attempt to incorporate them in this meeting. Also, try to work on the feedback you received for the communication from Part 1 Task 5. Do seek feedback from your team members during this meeting and check whether you have incorporated all the improvements that you had previously planned. You can use your own organisation or Gelos Enterprises-. You must have two other participants for this Role play Carefully read the scenario, your role whether you are using your organisation, or the Optional scenario is that of a supervisor or leader Make sure you record the meeting minutes for any further reference. Use the Gelos Enterprise
meeting minutes t
emplate During your role play you must demonstrate the following skills: •
identifying the context for communication and selecting approach and responses accordingly •
creation and presentation of messages by choosing the method and the mode appropriate to the audience and context •
effective two-way communication. •
identifying and recording actions required because of communication and following up in a timely manner.
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OFFICIAL OFFICIAL TASK/
STEP # Instructions Assessor Tips Task 3: Seek Feedback After you complete the meeting with your team members, ask for feedback to improve your communication skills. Note down the feedback and answer the following question in no more than 100 words. 1.
Explain how you can improve the communication and/or the barriers that prevented effective communication. This task requires you to evaluate the meeting you just held with your team. Reflect on how you could improve the communication with participants. Consider any areas that that hinder the communication process for example: Did you use jargon the participants did not understand? Were there any physical barriers, such as not being able to see the participants if you were using MS teams Task 4: Follow up email Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words. Send a follow-up email to all the team members who attended the meeting. In this email provide a summary of what was discussed, and any decision made or actions/items to be followed upon Use the Gelos Enterprise
email template to draft the email Make sure show in your email that you have sent it all the participants. You email should include a short summary of what was discuss and any decisions the team reached
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STEP # Instructions Assessor Tips Task 5: Reply to email One of your team members has questions regarding the analysis that is expected of them. In this task you play of one of team members who has queries on the following: •
If the analysis must be based on nations or continents. •
If the analysis should look at top 10 regions or all regions. •
The database out of the available past customer databases that must be used. Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words 1.
Draft an email to your head of the department regarding your queries and seek clarification of details. Use the Gelos Enterprise
email template to draft the email
This only needs to be simple email showing you have addressed the participants concerns or are clarifying details
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