BSBXCM401-LAP-F-v1.3-Yuri Yang

Yuri Yang _ IPA01006TQ _ BSBXCM401 Version Control & Document History Date Summary of modifications Version 31 August 2020 Version 1 final produced following assessment validation. 1.0 02 December 2020 Modification of Short Answer Question 16 1.1 07 July 2021  Minor wording modification to Case Study 1: Let’s Get Promotional  Modified Project Assessment Task 1 to clarify that learner is required to assign and explain roles to participants. 1.2 05 May 2022  Modified document name required for Case Study 1 and Case Study 2 from ‘Communication Protocols’ to ‘Communication Policy’ 1.3 BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 3

Yuri Yang _ IPA01006TQ _ BSBXCM401 Learner Information This Learner Assessment Pack is designed for you to complete the assessment for BSBXCM401 - Apply communication strategies in the workplace (Release 2) . It may refer to your own workplace/organisation, or to a simulated business provided by your assessor. The assessment tasks include Short Answer Questions where you need to demonstrate your knowledge and understanding of the unit, and the Practical Assessment, where you need to demonstrate your skills required in the unit. It is recommended that you complete the Practical Assessments in your own workplace/organisation. If you don’t have access to a real workplace, you can complete the assessment in a simulated environment where resources and conditions similar to a workplace must be accessed. Ensure to discuss this with your assessor prior to commencing with the assessment. Each Learner Assessment Pack is made up of four parts: Assessment Delivery Learner Information Steps for Learner Assessment Agreement Assessment Tasks Assessment Tasks, including:  Short Answer Questions  Practical Assessment Assessment Workbook Checklist Assessment Workbook Checklist Recording Record of Assessment BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 6

Yuri Yang _ IPA01006TQ _ BSBXCM401 Reasonable Adjustment Adapted Reasonable Adjustment in teaching, learning and assessment for learners with a disability - November 2010 - Prepared by - Queensland VET Development Centre Reasonable adjustment in VET is the term applied to modifying the learning environment or making changes to the training delivered to assist a learner with a disability. A reasonable adjustment can be as simple as changing classrooms to be closer to amenities or installing a particular type of software on a computer for a person with vision impairment. Why make a reasonable adjustment? We make reasonable adjustments in VET to make sure that learners with a disability have:  The same learning opportunities as learners without a disability, and  The same opportunity to perform and complete assessments as those without a disability. Reasonable adjustment applied to participation in teaching, learning and assessment activities can include:  Customising resources and assessment activities within the training package or accredited course  Modifying the presentation medium  Learner support  Use of assistive/adaptive technologies  Making information accessible both before enrolment and during the course  Monitoring the adjustments to ensure learners needs continue to be met Assistive/Adaptive Technologies Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium - W3C). It includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for grasping, visual alert systems, digital note-takers. IMPORTANT: Reasonable adjustment made for collecting learner assessment evidence must not impact on the standard expected by the workplace, as expressed by the relevant unit(s) of competency. For example, if the assessment were gathering evidence of the learner’s competency in writing, allowing the learner to complete the assessment verbally would not be a valid assessment method. The method of assessment used by any reasonable adjustment must still meet the competency requirements. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 9

Yuri Yang _ IPA01006TQ _ BSBXCM401 Accessing Intranet Pages and External Links Throughout this workbook, you will be asked to access specific pages from the simulated business, Bounce Fitness. Links to these pages are formatted in Blue Text . To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users , directly click the link. The simulated business, Bounce Fitness, can be accessed by going to http://bouncefitness.precisiongroup.com.au. Login to Bounce Fitness using the username and password provided by your Registered Training Organisation (RTO). BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 12

Yuri Yang _ IPA01006TQ _ BSBXCM401 Learner Assessment Pack Assessment Tasks BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 15

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 2 Identify at least two techniques for resolving face-to-face conflicts with customers. Briefly explain how each assist in resolving conflicts. Technique Explanation of How Each Assist in Resolving Conflicts a. Using proper vocabulary and body language Choosing the right behaviour and words help to calm down the client, to show respect and to avoid bad discussions and misunderstandings. b. Active Listening It is important to hear what the customer needs to say in order to show that the employee cares about the client’s opinion. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 18

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 5 Identify at least two principles of cross-cultural communication. Briefly explain how each identified principle helps you to communicate with diverse cultures. Principles of Cross-Cultural Communication Explanation of How Technique Helps to Communicate with Diverse Cultures a. Hierarchy’s Identity In order to understand the characteristics of a country’s culture, it is important to analyse the importance of the hierarchy in the country. If it is high, it may be good to behave more carefully. If it is low, you can express yourself more. b. Accessibility To be more open helps to improve communication, and to understand others’ needs, such as being understood. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 21

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 6 Outlined below are different individuals with special needs or disabilities. Identify at least one 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. Individuals with Disabilities Technique a. Individual with hearing loss Make sure there is any accessible way to communicate Explanation of How Technique Helps in Communicating with Individual with Disability Providing papers and pens to write their thoughts, trying lip readings (speak slowly, with pauses and identify a comfort speed for the person) and trying to learn sign language. b. Individual with visual impairment Technique Maintain an understandable speech Explanation of How Technique Helps in Communicating with Individual with Disability Being direct, simple, straight to the point and not forced just because it is a person with disability. Also, it is good to describe the place and people around, and introduce them. It is very important to not mention vision related topics. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 22

Yuri Yang _ IPA01006TQ _ BSBXCM401 Individuals with Special Needs Technique a. Aboriginals/Torres Strait Islanders Simple language and Respectful manners Explanation of How Technique Helps in Communicating with Specific Individual Understanding Aboriginals/ Torres Strait Islanders customs in order to respect their way of living, trying to use an adequate language and a translator in case they don’t know English or the person isn’t used to their language. b. Culturally and linguistically diverse speakers Technique Clear and easy language and good behaviour Explanation of How Technique Helps in Communicating with Specific Individual Talking slowly and clearly to guarantee their understanding, paying enough attention to them, being sincere whether the subject has been understood or not, and acting respectfully. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 23

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 7 Answer the following questions about different methods for presenting or sharing information in the workplace using your own words. a. Identify at least two situations that would require conducting an informal meeting. i. Discussion of subjects that is not appropriate to formal meetings. ii. Identify real and free participants’ opinions. b. Identify the four components required to write an effective standard operating procedures (SOPs) i. Identify the process’ level of importance ii. Procedure iii. Process iv. Directions c. Identify the seven steps required to write clear instructions for SOPs i. Write understandable titles that summarize what it is about ii. Write your SOP’s intentions and characteristics iii. Describe how the instructions are going to be completed iv. Edit and Format v. Review the instructions vi. Provide sources to promulgate the SOP vii. Get others’ opinions and feedbacks BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 24

Yuri Yang _ IPA01006TQ _ BSBXCM401 d. Define a formal presentation. It is an objective presentation about the subject that one has been requested to inform. It is commonly related to formal situations like lectures, workshops, formal business environment and others. e. Identify at least two methods for improving visual aids of your PowerPoint presentation. i. Create clear organization of the slides in order to make them understandable ii. Include images only when it is needed. f. Identify at least two ways to use visual prompts to enhance a PowerPoint presentation. i. Indicate important parts ii. Using indicators of transitions on the presentation g. Briefly explain the purpose of conducting a project briefing. It is used to orient undertaking subjects and it helps to understand the characteristics and the purpose of the project. h. Outline the steps you need to take when conducting a project briefing. Highlight the briefing’s goals, get others’ feedbacks and suggestions and make sure all members are included on the discussion. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 25

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 8 Assume that you are a Marketing Assistant working in Bounce Fitness. Provided below are common scenarios in the workplace that require communication. Identify at least one appropriate verbal or written communication method required for each scenario. Scenario 1 A client has requested revisions to your team's deliverables. You will need to discuss the changes with your supervisor, who has stepped out of the office for the rest of the day. However, you need to contact them immediately to discuss the changes requested. Short Message Service (SMS) Scenario 2 You are to send the completed advertising brief prepared by your team to your client for approval. Email Scenario 3 You need to meet with your team of remote workers to discuss the brief for a new project they will be undertaking. Video Conference Scenario 4 You need to request for additional items to purchase from the supply store that your team needs. The office assistant is currently in the supply store buying toner and ink for your printers. Mobile BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 26

Yuri Yang _ IPA01006TQ _ BSBXCM401 Scenario 5 You need to contact the head office in Brisbane to discuss the details of the transportation arrangements of the Cairns office for the upcoming company-wide event in Melbourne. Telephone Scenario 6 You work in an e-retailer organisation. Currently, your supervisor needs you to conduct an interest check on adding a new product to your catalogue. Your customers are mostly teen and young adults who spend most of their time on their phones. Social Media BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 27

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 9 Using your own words, briefly explain each of the following client conflicts experienced in the workplace outlined in the table below. Types of Client Conflicts Explanation a. Conflict due to priorities It happens when the costumer’s and the employee’s opinions aren’t aligned, leading to strongly different thoughts. b. Conflict due to poor management of expectations Promising too much can lead to accumulating a lot of services and delivering less, which frustrates the client and the employee BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 28

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 10 Listed in the table are common types of conflicts that occur within a team. Using your own words, briefly explain each. Types of Team Conflicts Explanation a. Task conflict Misunderstandings between employees assigned to a task, like opposite points of view about it, problems with sharing spaces and activities, also disputes. b. Value conflict Misunderstandings between personal opinions and identifications, like politics, beliefs and religion. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 29

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 11 Outlined in the table below are the three challenges in risk and hazard communication. Using your own words, briefly explain the effect of each challenge when communicating risks or hazards. Challenges in Risk and Hazard Communication Effect of Challenge in Communicating Risks and Hazards a. Phenomenology of Risk Better understanding and decisions about the risks. b. Quantification of Risk It clarifies the risk’s gravity. c. Emotional Response of Audience It leads to a better preparation for other’s reaction BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 30

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 12 Identify at least two common types of unethical communication. Using you own words, briefly explain each. Types of Unethical Communication Explanation of Type a. Plagiarism To copy other’s ideas giving self-credit. b. Lying Giving wrong information BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 31

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 13 Identify at least two common types of inappropriate communication. Using your own words, briefly define each. Types of Inappropriate Communication Definition of Inappropriate Communication a. Using aggressive languages To insult who you are speaking to, being ironic or offensive in order to harm them. b. Using offensive language To prejudice anyone because of their gender, race, sexuality and other characteristics. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 32

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 14 Identify at least two challenges commonly experienced when conducting a presentation. Briefly explain each challenge identified using your own words. Challenges when Presenting Explanation of Challenge a. Poor use of Body Language The lack of gestures, this is, using your body to communicate and to keep yourself paralysed. b. Difficult questions High complex doubt about the presentation BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 33

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 15 Identify at least two challenges when using signages in the workplace. Briefly explain how each affects how people interpret the sign using your own words. Challenges when Using Signages in the Workplace Effect on Interpretation of Message a. Positioning Difficulty to look at the Signage and to Understand the message. b. Clarity of text Misunderstanding of the Message’s meaning, causing opposite opinions. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 34

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 16 Identify at least two effective communication practices you can apply to people who respond to each communication style outlined in the table below. Communication Style Effective Communication Practices a. Functional Communication i. Accurate description ii. Planned communication c. Intuitive Communication i. General description ii. Highlighted goals BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 35

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 17 Answer the following questions about emails and meetings using your own words. a. Identify the recommended timeframe that a task must be done if sending the request through email. Couple of days b. Identify at least one situation when it will be most effective to use emails to share information. Communication between the team’s members. c. Identify the three reasons why a meeting should be held. i. To facilitate group decisions ii. To create group trainings iii. To obtain right in time the audience’s opinions d. Briefly explain the importance of providing a clear and structured agenda before conducting a meeting. To generate clear awareness about the meeting topics and objectives. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 36

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 18 Identify at least two ways you can practice each of the following cross-communication techniques within the workplace. Cross-Cultural Techniques Effective Communication Practices a. Active listening i. To keep a good and comprehensive body language ii. To avoid interrupting c. Develop awareness of different cultures i. To knowledge the other culture ii. To exclude any stereotyped opinion BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 37

Yuri Yang _ IPA01006TQ _ BSBXCM401 Question 19 Briefly explain how to resolve the following communication challenges that are outside of organisational policy. Communication Outside Organisational Policy How to Resolve Communication Challenge a. Employees complaining about work through social media Advising employees in general about their social media behaviour related to the company, make them aware of it or create rules about it. b. Employee conflict outside work If it affects the person’s or other’s job, the company can interfere on the conflict and take part of it, advise the people involved and try to mediate it. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 38

Yuri Yang _ IPA01006TQ _ BSBXCM401 Practical Assessment The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment with conditions similar to that of a real workplace. To be assessed for this unit of competency, you must demonstrate your skills and knowledge to facilitate and apply communication strategies in the workplace within any industry. The Practical Assessments in this workbook include: 1. Case Study Assessment Includes detailed scenarios and simulated environments, providing all necessary information required to complete relevant tasks and activities. These are based on the simulated business, Bounce Fitness . 2. Workplace Project Assessment A series of written practical tests assessing the learner’s practical knowledge and skills underpinning of the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance. 3. Workplace Practical Observation A set of assessment tasks where the learner must demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated while being observed by the assessor. IMPORTANT!  All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.  The supervisor/observer who completes and signs your evidence submissions must provide their real name, contact number, and email address for your assessor’s reference.  Should you encounter issue or concerns regarding your assessment, contact your assessor. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 39

Yuri Yang _ IPA01006TQ _ BSBXCM401 Case Study Assessment Overview This portion of the assessment will require you to identify requirements to facilitate internal and external communication. This assessment is divided into two tasks:  Task 1: Requirements for Promotional Activity  Task 2: Requirement for Staff Meeting This assessment includes detailed scenarios and simulated environments, providing all necessary information required to complete relevant tasks and activities, based on the simulated business, Bounce Fitness <http://bouncefitness.precisiongroup.com.au/>. This will not require you to access a real workplace, however, some tasks to be completed are similar to those typically done in a real workplace. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 40

Yuri Yang _ IPA01006TQ _ BSBXCM401 Case Study 1: Let’s Get Promotional! You are currently working as a Centre Manager for Bounce Fitness, a dynamic fitness corporation centred on providing premier personal training services in Cairns, Brisbane, Sydney and Melbourne. The company has been working tirelessly to create its own customised whey protein powder. After months of product development, Bounce Whey is finally ready to be sold in all Bounce Fitness branches. As centre manager, you are required to communicate the new product to the members of your fitness centre. The marketing team has prepared all the paraphernalia for the promotions. This includes:  Marketing copy  Promotional poster  Product information This is what will be used to promote the new whey protein to the members of your fitness centre. The marketing assistant is assigned with providing the different centre managers with all the paraphernalia for the whey protein promotions. For the promotions, you must collect the necessary paraphernalia and any necessary information from the marketing assistant before sending this to the members of your fitness centre. Review the following organisational documents to prepare for this activity:  Communication Policy https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy- procedures/  Codes of Conduct https://bouncefitness.precisiongroup.com.au/policies-and-procedures/human-resource/  Mission, Vision, Values, and Culture https://bouncefitness.precisiongroup.com.au/infrastructure/business-strategy-and-planning- documents/  Customer Relationship Management Procedures https://bouncefitness.precisiongroup.com.au/policies-and-procedures/customer-relationship- management/ BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 41

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 1: Requirements for Promotional Activity Answer the following questions based on the Let’s Get Promotional case study scenario. a. Identify the communication activity that must be conducted. It could be conducted through Coordinating with Clients. b. Identify the audience of your communication activity. Bounce’s members and new costumers. c. Identify ALL the paraphernalia you will need to communicate to your identified audience. It will be necessary Advertising Promotions with specifications and deals of the product, catalogues, campaigns with the product’s benefits, workshops. d. Identify your role in the communication activity. Business role, making sure that the business is being correctly introduced and specified, according to its interests and considerations. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 42

Yuri Yang _ IPA01006TQ _ BSBXCM401 e. Identify the person you will need to coordinate with to access the paraphernalia for the communication activity. Briefly explain their role in the communication activity. Person: Costume Role: To ensure their interests are aligned with the product f. Review the requirements you identified from items a to e and the Communication Protocols. Based on your review, identify the appropriate communication method for the communication activity. Written and Digital Communication, through Email and Social Media g. Briefly explain why the identified communication method is the most appropriate. They enable possibilities to come up with advertisement prompts, and to reach more people accordingly to their searches and interests. h. Outline Bounce Fitness requirements for targeting service to meet customer’s needs based on its Customer Relationship Management Policy and Procedures. It is important to know information about the Customer and the Products and Services available, as well as putting them in line to each other. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 43

Yuri Yang _ IPA01006TQ _ BSBXCM401 i. Based on Bounce Fitness code of conduct, outline the following: i. Requirement you need to follow when dealing with confidential information. Keep it confidential, not telling anyone unless the client expressly allowed it. It shows Commitment and Respectfulness. ii. Requirement about promoting fitness. Showing the positive sides and benefits. j. Outline Bounce Fitness’ vision statement. To guarantee health and wellness to the Clients, creating programs and services to enable them, with comprehensibility and creativity. k. Outline Bounce Fitness’ culture in relation to customer care. To guarantee active listening and interaction with the client, through their feedbacks, and ensure they are achieving their fitness and wellness goals. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 44

Yuri Yang _ IPA01006TQ _ BSBXCM401 Case Study 2: Time to Meet You are currently working as a Centre Manager for Bounce Fitness, a dynamic fitness corporation centred on providing premier personal training services in Cairns, Brisbane, Sydney and Melbourne. Given the new product that the centre will be launching, you will need to discuss with your team important information regarding the upcoming promotions. This includes:  Promotional activities held in the fitness centre  Role of each staff member in the promotional activity  Timeline of the promotional activities For the meeting, you will be assigned as chair. You must assign one member of your team the role of meeting-minute taker. Your staff consists of the following:  Receptionist  Fitness Instructor  Assistant Manager You must conduct the meeting during work hours to ensure that all members are present in the fitness centre. You will need to prepare all the requirements required for the staff meeting according to Bounce Fitness’ policy and procedures. To prepare for the communication, you must access the following organisational documents:  Mission, Vision, Values, and Culture http://bouncefitness.precisiongroup.com.au/infrastructure/business-strategy-and-planning- documents/  Communication Protocols  Policy and Procedures for Meetings https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy- procedures/ BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 45

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 2: Requirements for Staff Meeting Answer the following questions based on the Time to Meet case study scenario. a. Identify the communication activity that must be conducted. Meetings and Consultations. b. Outline procedures you need to take to prepare for the staff meeting. Organise and define proper information, objectives, time and agenda; Research; Prepare presentations and visual prompts, early schedule, booking and noticing. c. Identify the people who need to be present during the meeting. Different segments employees (receptionist, instructors, managers, assistants, supervisors, and higher-ups). d. Identify ALL the information you will need to communicate to the people during the meeting. Description and updates about the project, timelines, organisation (define goals, schedules, rules, codes of comportment), and each one’s roles. e. Outline the steps you need to take to chair the meeting. Take notes, manage time, promote discussions and votes, clarify the goals and agenda, assign roles. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 46

Yuri Yang _ IPA01006TQ _ BSBXCM401 f. Identify one person from the participants of the meeting who you will assign as meeting minutes taker. Assistant Manager. g. Outline the steps the assigned meeting minutes taker needs to follow for their role. To record and document the information, check the accuracy of information and time. h. Based on Bounce Fitness communication protocols, identify the most suitable method to conduct your staff meeting. Verbal Communication through Meetings. It can be face-to-face meetings or Video Conference meetings. i. Briefly explain why your identified communication method in item 2h is the most suitable to the scenario. Because it gathers all the team to get no know a new information, project and it involves awareness to introduce to new plans. This makes the team work together and makes it stronger. j. Outline the Bounce Fitness culture in relation to leadership according to its Mission, Vision and Culture. To hire the best professionals, technically and compartmentally. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 47

Yuri Yang _ IPA01006TQ _ BSBXCM401 Workplace Project Assessment Project Overview This portion of the assessment requires you to participate in the following activities:  Presenting information/instruction to people in the workplace  Facilitating of workplace communication with clients and team members  Monitoring compliance of communication in line with organisational and legislative requirements  Seeking feedback on own communication techniques from team members  Providing feedback and support to team members on performance against communication processes This assessment is divided into six tasks:  Task 1: Present Instruction or Information  Task 2: Facilitate Workplace Communication  Task 3: Resolve Communication Challenges  Task 4: Monitor Communication Activities  Task 5: Seek Feedback to Improve Own Communication Techniques  Task 6: Provide Feedback and Support to Team Members This project requires you to complete the assessment tasks in a real workplace, or in an environment with conditions similar to that of a workplace. Each task comes with a set of instructions. You are to follow and perform these instructions while being observed by the assessor and/or submit any required documentation. Before starting this assessment, your assessor will discuss with you these tasks including instructions and guidance for satisfactorily completing them. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 48

Yuri Yang _ IPA01006TQ _ BSBXCM401 You are required to:  Complete the tasks within the time allowed, as scheduled in-class roll.  Use appropriate presentation methods to communicate information or instructions based on the requirements of the audience  Use appropriate method of communication to communicate information or instruction based on the requirements of audience  Negotiate expected work requirements with others and clarify that instructions have been understood  Facilitate respectful communication amongst others, considering the needs of those from diverse backgrounds  Use problem solving and decision making skills to resolve any communication challenges  Obtain confirmation on outcomes of communication challenges to ensure issues have been resolved  Ensure all communication is consistent with legislative and organisational requirements  Provide performance feedback and additional support to others when required  Seek feedback and assistance from others to improve own communication techniques  Collate and report any important information and unresolved issues to relevant superiors BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 49

Yuri Yang _ IPA01006TQ _ BSBXCM401 Resources Required for Assessment Resources you need to access to complete the project assessment are outlined in the Resources Required for Assessment section of this workbook, and in the corresponding Assessor’s Checklist and/or Observation Form of each task. Discuss each requirement with your assessor before commencing with each task. They will organise the resources required for this assessment. IMPORTANT: Additional workplace resources may be required upon the contextualisation of this assessment. Forms and Templates Generic forms and templates are provided in the project tasks, unless otherwise specified. These can be accessed from the following link: BSBXCM401 Forms and Templates If you are currently in a workplace, use similar workplace templates and forms used by your organisation to complete each assessment task. Discuss with your supervisor and your assessor first to ensure that the forms/templates you will use from your organisation cover all criteria required by each assessment task. Review these forms and templates with your assessor before starting the task. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 50

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 1: Present Instruction or Information ASSESSMENT INSTRUCTIONS This task will require your assessor to observe you as you present information OR instruction required to complete a communication activity to people in your workplace. People in your workplace are individuals or groups in the workplace who you need to provide instruction or information about the communication activity. This includes:  Team members  Co-workers  Team from different department Instructions are the clear and precise steps needed to properly conduct a communication activity. Information refers to the data or knowledge that must be communicated when conducting a communication activity. During your presentation you will be assessed on your practical skills to:  Assign and explain the roles of your audience in the communication activity  Use appropriate presentation methods to communicate information or instructions that suits requirements of your audience  Use appropriate method of communication to communicate information that suits requirement of your audience  Present and convey information to others in a way that they can understand  Negotiate expected work requirements with others and clarify that instructions or information has been understood. Before you conduct your presentation, you must consult at least one relevant personnel to seek assistance or clarification on the objectives and requirements of the information or instructions you need to present. Relevant personnel are individuals or groups who have knowledge or experience with the information or instructions you will need to present . Before starting this task, review the following:  Workplace Project Task 1 – Observation Form This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.  Workplace Project Task 1 – Assessor’s Checklist BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 51

Yuri Yang _ IPA01006TQ _ BSBXCM401 This form outlines the following: o Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task. o All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment After completing this task, submit the following:  Evidence of personnel consultation This includes: o Email correspondence o Meeting Minutes o Video recording  At least one written supplementary material used for your presentation This includes: o PowerPoint presentation o Handouts o Copy of written instruction or information You may use your organisation’s templates for documenting your evidence. Presentation Plan Audience I will present my presentation to the trainers on the extended hours and how it affects them. Communication objectives The purpose of my speech is to Trainer flexible working hours for better training The result is the client. Method of delivery I will use visual aids to demonstrate. Because that's easy to join the trainer for all branches Preparation including resources For meetings I will need equipment such as Computers and internet join with the trainer. but not necessary Provide handouts. We also need the required applications. Main points to cover • Early opening. Customers can training • Increase the number of customers • 90% score on customer surveys and feedback BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 52

Yuri Yang _ IPA01006TQ _ BSBXCM401 Consideration for any special needs • Lack access to internet • Some people don’t have the knowledge to access to different application • Need to have technology for hearing or sightimpaired participants Negotiating points Email for feedback Second video conference to study the feedback and do some changes as need Question preparation They may ask about salary and breaks Possible changes in the schedule (future) Interpersonal skills required • Active listen • Good communication • Team work Plan communication -Assessor -plan communication Dear consultant, As attached, the bounce fitness communication plan, which will advertise a new energy drink to members as needed. I wish I could’ve received comments before sending it to the general manager. Please let me know if there’s any question. Thanks Yuri Yang Task 2: Facilitate Workplace Communication BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 53

Yuri Yang _ IPA01006TQ _ BSBXCM401 ASSESSMENT INSTRUCTIONS This task will require your assessor to observe you as you facilitate at least two communication activities.  One communication activity with at least two team members Communication with team members include: o Project updating o Consultation o Informal or formal meetings  One communication activity with at least two clients Client communication can include: o Client briefings o Providing service o Client enquiry You will be assessed on your practical skills to:  Use interpersonal skills to build relationships and facilitate respectful interaction with team members and clients  Facilitate respectful communication with team members and clients, considering the needs of those from diverse backgrounds. People from diverse backgrounds refer to people who come from different racial, ethnic, socioeconomic, geographic, or academic/professional backgrounds. Review Workplace Project Task 2 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment. Plan communication BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 54

Yuri Yang _ IPA01006TQ _ BSBXCM401 Date and time 18.7.22 0900 Audience Office assistant – tanya Centre Manager All staff Method of communication Verbal – Formal Purpose of the communication To promote the new Bounce energy drink As a member of Bounce Fitness, the company began moderate releases. Status update Ongoing Challenges Bounce Fitness has developed a set of communication standards that include staff meeting requirements. Center managers hold these staff meetings on a weekly basis for staff to communicate any questions, concerns or issues at work. The standards of Bounce Fitness were not met at the scheduled meeting Employees find it difficult to understand the new Products and how to assist customers They pursue a healthy lifestyle. Furthermore, when brainstorming, staff failed to reach a decision, resulting in conflict. Plan communication -assessor -plan communication Dear assessor, As previously stated, no implementation or prior reading of the codes of conduct and communication policies and procedures occurred during the scheduled meeting. As a result, I’m sending a revised communication plan that details the issues, as well as a copy of the communication policy and procedures, conduct codes, meeting policies, and staff manual. I eagerly await for your feedback on the new adjustments. I’m accessible for more clarity. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 55

Yuri Yang _ IPA01006TQ _ BSBXCM401 Thanks Yuri Yang BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 56

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 3: Resolve Communication Challenges ASSESSMENT INSTRUCTIONS Your assessor will observe you as you resolve at least two communication challenges present within your organisation in consultation with relevant parties. Relevant parties are individuals or groups directly involved in the communication challenge. The communication challenges must be any two from the following:  Conflicts with clients or team members  Potential risks or safety hazards  Unethical or inappropriate communication  Use of visual prompts and presentations  Communication that falls outside of workplace policy You will be assessed on your practical skills to:  Use interpersonal skills to build relationships and facilitate respectful interaction with others  Facilitate respectful communication with team members and clients, considering the needs of those from diverse backgrounds.  Use problem solving skills and decision making skills to negotiate and resolve communication challenges Before starting this task, review the following:  Workplace Project Task 3 – Observation Form This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 57

Yuri Yang _ IPA01006TQ _ BSBXCM401  Workplace Project Task 3 – Assessor’s Checklist This form outlines the following: o Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task. o All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment After meeting with relevant parties, you must obtain confirmation on the outcomes of your meeting to ensure that communication challenges have been resolved. After completing this task, submit at least two evidence to confirm the resolution of each communication challenge This can include:  Email correspondence  Meeting Minutes  Video recording BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 58

Yuri Yang _ IPA01006TQ _ BSBXCM401 Communication Challenges Communication issues • Insufficient explanation • Not understanding demographic people • Rudeness in behaviour • Lack of respect Legislative/organisational consideration • Customer service standards policy • Diversity policy • Anti-Discrimination laws Solutions • Offer introduction class for the old age people in Yoga and Pilates • Give rewards for attendance • Diversity training Monitoring communication challenges confirm that issues are resolved • Regular feedback from the Young and heart customers. • Be present during the morning session and to listen to the trainer and observe the class. • Regular performance updates. Communication challenges Employees find it difficult to understand the new Products and how to assist customers They pursue a healthy lifestyle. Additionally, when brainstorming, employees failed to Make decisions that lead to conflict. Details of each identified communication challenges Important information Unresolved issues Recommendations to resolve the communication challenges Employees should be familiar with Bounce Fitness rules and procedures, and manual. They also need to practice the team playbook and be ready to live as a team. therefore, A new meeting will be organized soon to confirm if changes have occurred. People involved All staff Workplace incident report -Assessor, team leader -workplace incident report Dear assessor, We’ve discovered some communication issues between the staff during the meeting, therefor I’m writing the incident report in order to require improvement may be made. As a result, the reported incident is presented here for further examination. Return agreement so that we may set new team parameters. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 59

Yuri Yang _ IPA01006TQ _ BSBXCM401 Thanks Yuri Yang BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 60

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 4: Monitor Communication Activities ASSESSMENT INSTRUCTIONS Your assessor will observe you as you conduct at least two communication activities relevant to your role and responsibility. You will be assessed on your practical skills to comply with legislative, organisational and regulatory requirements relevant to communication activities you conduct within the workplace. Before you conduct the communication activities, you need to identify the following relevant to each communication activity you will conduct:  Organisational requirements Source for organisational requirements can include the following: o Consultation with people/individuals with knowledge or experience with the communication activity o Organisational documents (e.g. staff handbook, policy and procedures)  Federal and/or state/territory legislative and regulatory requirements Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Workplace Communication Requirements template provided at the Bounce Fitness site. Before conducting your workplace activities, you must submit the following to your assessor:  Workplace Communication Requirements to your assessor before conducting your communication activities.  Source of organisational requirements relevant to your communication activities. This includes the following o Email correspondence o Meeting minutes o Video recording of meeting conducted by the learner with the stakeholders o Copy of organisational document (e.g. Staff handbook, policy, and procedures, etc.) You may use your organisation’s templates for documenting your evidence. Before starting this task, review the following:  Workplace Project Task 4 – Assessor’s Checklist This form outlines the following: BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 61

Yuri Yang _ IPA01006TQ _ BSBXCM401 o Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task. o All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment  Workplace Project Task 4 – Observation Form This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment. Communication Plan Work activity Stakeholde rs Objective Information required Communica ti on methods Responsibi lit y Opening hours Members, trainers, security or center, cleaner Inform and also create interest New hours, possible changes in the contract with the centre Social media flyers, website Brisbane centre manageme nt Class time table Personal trainers, members and seniors personal trainer should be informed members should create interest Class additions Email, social media Brisbane centre manageme nt Staff rosters Staff Inform and build efficiency Change in their shift times Email, meeting Brisbane centre management Cleaning time Cleaning company Inform New hours and change of contract Email, phone Head office Membe rs informati on All members including senior group All members including senior group Advice new hours and schedules Email, flyers and reception staff can verbally tell the members Brisbane centre manageme nt Website updates IT Awareness, motivate and create interest Update hours and update class information can be made as an announcement on the website Email to it IT manager Questions that require clarification: Is the trainer available to train early morning and late night? Does this communication need to be done in any other language? BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 62

Yuri Yang _ IPA01006TQ _ BSBXCM401 BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 63

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 5: Seek Feedback to Improve Own Communication ASSESSMENT INSTRUCTIONS This task will require you to seek feedback and assistance from at least two team members to improve at least two of your own communication techniques in the workplace. Feedback and assistance can be based on communication activities facilitated in Workplace Project Task 2 or observation of communication in the workplace. To complete this task, you must:  Seek feedback and assistance from at least two team members on how you can improve at least two of your own communication techniques in the workplace. Review Workplace Project Task 5 – Assessor’s Checklist before starting this task. This form outlines the following:  Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task.  All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment Submit evidence that you sought feedback and assistance from at least two team members to improve on your own communication techniques in the workplace. Evidence must be at least one of the following:  Email correspondence  Meeting minutes  Video recording of meeting conducted by the learner with the stakeholders You may use your organisation’s templates for documenting your evidence. Bounce Fitness Communication Review Prepared by : Hsi jen Date : 12.7.22 Overview : Bounce Fitness has changed its hours based on weekdays from 6am. main The goal is an 85% existing customer retention rate and a 90% customer survey score and feedback. Based on member reports and customer surveys, fitness managers will measure Performance. The result is a pre- scheduled yoga class Opening hours and attendance start well, but numbers drop in new fortnight kind. Monica was very disappointed after reading the feedback results, the manager asked Monica Thinking about ways we can repair and rebuild relationships BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 64

Yuri Yang _ IPA01006TQ _ BSBXCM401 Action taken to rectify : • Performance review document needs to be referred • Regular contacts with community group • Diversity training Techniques employed : • Ask employee for solutions rather than talking about the Trainer. • Call or email to community leaders. • One on one performance review • Encouraging good communication face to face in the workplace. • Diversity training- How to deal and communicate with all different types of culture. Support offered : • Monica - checking her feedback and holding her accountable - acting as a supporter after class Check if the group is normal. Ask her any questions that arise while communicating with others. • Use Authenticity to Support Diversity Training - Employees will use Authenticity to create sessions Workplace examples and develop practical solutions. Provide efficient resources Complete Diversity Training Unresolved issues : Classes Not Full - Community and Young Hesitation group. Lost trust in Bounce Fitness. Due to an employee's lack of communication skills, is a huge risk and may need to shut down fitness. So, it's important to fix communication with her Otherwise no, the manager needs to leave her as soon as possible. Assistance and feedback required : What marketing techniques could be implemented to gain back the trust of the community? • Advertisement on social media – giving free coupons to try different classes. • Sending them emails about new improvements in Bounce fitness. Feedback : • Was my communication clear about the outcomes? • Did the trainers improve the training? BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 65

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 6: Provide Feedback and Support to Team Members ASSESSMENT INSTRUCTIONS Your assessor will observe you as you provide feedback and support to at least two team members on their performance in relation to team communication processes. Team members must be the same people you sought feedback and assistance from in Workplace Project Task 5. Performance in relation to team communication can be based on observations during the communication activities from Workplace Project Task 2 or from general observations of communication in the workplace. You will be assessed on your practical skills to:  Provide feedback and additional support to team members on their performance in relation to team communication  Use problem-solving skills to identify, and analyse issues, consider options and develop opportunities for improvement  Evaluate the communication process and identify areas for improvement After your meeting, you must collate the information from your meeting and report this to at least two relevant supervisors. Relevant supervisors are individuals who oversee general performance of you and your team. These can also be individuals who you and your team members directly report to. BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 66

Yuri Yang _ IPA01006TQ _ BSBXCM401 Before starting this task, review the following:  Workplace Project Task 6 – Observation Form This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.  Workplace Project Task 6 – Assessor’s Checklist This form outlines the following: o Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task. o All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment Submit evidence that you have reported the outcomes of your meeting to at least two relevant supervisors. Evidence must be at least one of the following:  Email correspondence  Meeting minutes  Video recording of meeting conducted by the learner with the stakeholders You may use your organisation’s templates for documenting your evidence. Bounce Fitness Communication Review Prepared by : Hsi jen Date : 12.7.22 Overview : Bounce Fitness has changed its hours based on weekdays from 6am. main The goal is an 85% existing customer retention rate and a 90% customer survey score and feedback. Based on member reports and customer surveys, fitness managers will measure Performance. The result is a pre- scheduled yoga class Opening hours and attendance start well, but numbers drop in new fortnight kind. Monica was very disappointed after reading the feedback results, the manager asked Monica Thinking about ways we can repair and rebuild relationships Action taken to rectify : • Performance review document needs to be referred • Regular contacts with community group • Diversity training BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 67

Yuri Yang _ IPA01006TQ _ BSBXCM401 Techniques employed : • Ask employee for solutions rather than talking about the Trainer. • Call or email to community leaders. • One on one performance review • Encouraging good communication face to face in the workplace. • Diversity training- How to deal and communicate with all different types of culture. Support offered : • Monica - checking her feedback and holding her accountable - acting as a supporter after class Check if the group is normal. Ask her any questions that arise while communicating with others. • Use Authenticity to Support Diversity Training - Employees will use Authenticity to create sessions Workplace examples and develop practical solutions. Provide efficient resources Complete Diversity Training Unresolved issues : Classes Not Full - Community and Young Hesitation group. Lost trust in Bounce Fitness. Due to an employee's lack of communication skills, is a huge risk and may need to shut down fitness. So, it's important to fix communication with her Otherwise no, the manager needs to leave her as soon as possible. Assistance and feedback required : What marketing techniques could be implemented to gain back the trust of the community? • Advertisement on social media – giving free coupons to try different classes. • Sending them emails about new improvements in Bounce fitness. Feedback : • Was my communication clear about the outcomes? • Did the trainers improve the training? Learner Assessment Pack Assessment Workbook Checklist BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 68

Yuri Yang _ IPA01006TQ _ BSBXCM401 Assessment Workbook Checklist Instructions: Your assessor will review your submissions against the checklist below. This section is to be completed by your assessor. The learner has completed the Short Answer Questions in this workbook ü Short Answer Questions ¨ The learner has completed the Practical Assessments in this workbook and has submitted all the required evidence: ü Case Study Task 1. Requirements for Promotional Activity Case Study Questions ¨ Task 2. Requirements for Staff Meeting Case Study Questions ¨ Workplace Project Assessment Task 1. Present Instruction or Information At least one evidence of personnel consultation Specify evidence submitted: ¨ At least one written supplementary material used for presentation Specify evidence submitted: ¨ Video recording of presentation Only if direct observation is not possible ¨ Task 2. Facilitate Workplace Communication Video recording of each communication activity Only if direct observation is not possible ¨ BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 69

Yuri Yang _ IPA01006TQ _ BSBXCM401 Task 3. Resolve Communication Challenges At least two evidence confirming resolution of challenge Specify evidence submitted: ¨ Video recording of presentation Only if direct observation is not possible ¨ Task 4. Monitor Communication Activities Workplace Communication Requirements (or similar workplace template) ¨ Source of organisational requirements Specify source submitted: ¨ Video recording of presentation Only if direct observation is not possible ¨ Task 5. Seek Feedback to Improve Own Communication Evidence of feedback and assistance Specify evidence submitted: ¨ Task 6. Provide Feedback and Support to Team Members Evidence of report Specify evidence submitted: ¨ Video recording of presentation Only if direct observation is not possible ¨ BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 70

Yuri Yang _ IPA01006TQ _ BSBXCM401 Learner Assessment Pack Recording BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 71

Yuri Yang _ IPA01006TQ _ BSBXCM401 Record of Assessment Instructions: This section is to be completed by your assessor. Assessment Details Learner Course Code Unit of Competency BSBXCM401 - Apply communication strategies in the workplace Assessor Name RTO BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 72

Yuri Yang _ IPA01006TQ _ BSBXCM401 Assessment Activity Satisfactory Needs more evidence Short Answer Questions Short Answer Question 1 ¨ ¨ Short Answer Question 2 ¨ ¨ Short Answer Question 3 ¨ ¨ Short Answer Question 4 ¨ ¨ Short Answer Question 5 ¨ ¨ Short Answer Question 6 ¨ ¨ Short Answer Question 7 ¨ ¨ Short Answer Question 8 ¨ ¨ Short Answer Question 9 ¨ ¨ Short Answer Question 10 ¨ ¨ Short Answer Question 11 ¨ ¨ Short Answer Question 12 ¨ ¨ Short Answer Question 13 ¨ ¨ Short Answer Question 14 ¨ ¨ Short Answer Question 15 ¨ ¨ Short Answer Question 16 ¨ ¨ Short Answer Question 17 ¨ ¨ Short Answer Question 18 ¨ ¨ Short Answer Question 19 ¨ ¨ BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 73

Yuri Yang _ IPA01006TQ _ BSBXCM401 Case Study Assessment Case Study 1 Task 1: Requirements for Promotional Activity ¨ ¨ Case Study 2 Task 2: Requirements for Staff Meeting ¨ ¨ Workplace Project Assessment Workplace Project Task 1: Present Instruction or Information ¨ ¨ Workplace Project Task 2: Facilitate Workplace Communication ¨ ¨ Workplace Project Task 3: Resolve Communication Challenges ¨ ¨ Workplace Project Task 4: Monitor Communication Activities ¨ ¨ Workplace Project Task 5: Seek Feedback to Improve Own Communication ¨ ¨ Workplace Project Task 6: Provide Feedback and Support to Team Members ¨ ¨ Context Details Satisfactory Needs more evidence ¨ ¨ ¨ ¨ ¨ ¨ ¨ ¨ ¨ ¨ ¨ ¨ BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 74

Yuri Yang _ IPA01006TQ _ BSBXCM401 Supervisor/Observer Verification Log Supervisor/ Observer Name Role in the Assessment Contact Details Date of Contact Supervisor/ Observer verifies the learner’s submissions ¨ Yes ¨ No ¨ Yes ¨ No ¨ Yes ¨ No ¨ Yes ¨ No Assessor’s Comments Remarks/feedback Details of further evidence required BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 75

Yuri Yang _ IPA01006TQ _ BSBXCM401 Please tick the appropriate box. Yes No Comments and further action required are noted in the Learner Assessment Pack ¨ ¨ Results discussed and agreed to by the learner You have the right to appeal the outcome of your assessment. ¨ ¨ The Learner is ¨ Competent ¨ Not Yet Competent Assessor’s signature Date signed I further confirm that I have verified the learner’s submissions by contacting the learner’s supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log above. After reassessment, the Learner is: ¨ Competent ¨ Not Yet Competent Assessor’s signature Date signed Learner’s Comments The signature confirms that I have submitted all my own work, and agree with the assessment decision and feedback. Learner’s signature Date signed BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 76

Yuri Yang _ IPA01006TQ _ BSBXCM401 End of Document BSBXCM401 - Apply communication strategies in the workplace (Release 2) Learner Assessment Pack Produced 05 May 2022 © Precision Group (Australia) 77