Martin Latest

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. ASSESSMENT TASK 1 - KNOWLEDGE QUESTIONS Assessment task instructions: This is the first assessment task which consists of a case study, research and written questions. You must complete 7 questions in this task to the required levels specified to gain “Satisfactory” outcome. Purpose of the assessment task: • You must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of: • industry, media and government organisations, events and communication channels that are relevant to the organisation • cross-cultural communication • techniques for negotiation, mediation, conflict resolution and incident de-escalation • structured and inclusive meeting procedures • organisational policies and procedures relevant to: • presenting and negotiating • leading and participating in meetings • making presentations • communication tone, structure, style and impact on others • relevant organisational policies and procedures on confidentiality of information.: Assessment conditions and resources: • This knowledge task is untimed and conducted as open book assessment (this means you can refer to textbooks during or research the questions on the internet when answering). • You must read and respond to all questions and demonstrate that you have completed the questions independently. • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work. QUESTIONS 1.1 Communication channels are the means through which people in an organization communicate . Refer to the following communication channels and explain these and when they are used. (Guide: 200 - 250 words in total) Face-to-Face or Personal Communication This channel involves direct interaction between individuals in the same physical space. It is used when immediate feedback, emotional expression, and complex discussions are required. Face- to-face communication is ideal for sensitive matters, negotiations, and team-building activities. Broadcast Media Communications Utilizing platforms like radio, television, or webinars, this channel is suitable for disseminating information to a large audience simultaneously. It is effective for announcements, updates, and training sessions where visual or auditory aids are important. Mobile Communications Channels Mobile devices enable quick and convenient communication through calls, texts, or mobile apps. This channel is suitable for urgent messages, remote collaboration, and brief exchanges of information. Electronic Communications Channels This includes emails, instant messaging, and other digital platforms. It is versatile, supporting various communication types, from formal to informal. It's used for sharing documents, coordinating tasks, and maintaining a written record of discussions. Written Methods of Written communication involves letters, memos, reports, and other BSBCMM511_AT V.1 Issued 20/01/2021 Page | 1

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. Communication documents. It's used when a permanent record is needed, such as formal proposals, contracts, and official documentation. 1.2 Cross-cultural communication is important in any organisation. Explain cross-cultural communication and the importance of it. (Guide: 60 – 80 words) Cross-cultural communication refers to interactions between people from diverse cultural backgrounds. It is important to promote mutual understanding, respect, and effective collaboration. In a globalized world, organizations work with diverse teams and clients, making cross-cultural communication essential to avoid misunderstandings, promote teamwork, enhance creativity, and establish strong relationships. 1.3 Issues can often de-escalate in a meeting. As a manager, what techniques can you use to negotiate, mediate, resolve conflict to prevent an incident in an organisation from escalating further during a meeting. (Guide: 50 – 100 words) As a manager, you can prevent escalation by employing techniques such as active listening, clarifying misunderstandings, finding common ground, proposing compromises, and focusing on shared goals. Mediation, where a neutral third party helps parties find solutions, can also be effective. Encouraging open communication and ensuring everyone feels heard can de-escalate tensions. 1.4 Meetings are vitally important in any organisation as meetings help people feel included, trusted, and that they are important team members, as well as giving them the opportunity to contribute to the success of our companies. Explain how you can ensure that your meetings are structured and inclusive. Structured meeting 1. Set a clear agenda, allocate time for each topic, and assign roles to participants to ensure a focused discussion. Inclusive meetings Invite diverse perspectives, encourage participation from all attendees, and create a safe environment where everyone feels comfortable sharing their ideas. Acknowledge and validate contributions. 1.5 Explain the organisational policies and procedures which are relevant to presenting and negotiating, leading and participating in meetings and making presentations. (Guide: 5 to 6 points) Organizational Policies and Procedures:  Meeting Preparation: Guidelines for setting agendas, circulating materials, and notifying participants in advance.  Participation: Rules on engaging respectfully, avoiding interruptions, and adhering to time limits.  Conflict Resolution: Procedures for addressing disagreements and maintaining a productive environment. BSBCMM511_AT V.1 Issued 20/01/2021 Page | 2

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work. CASE STUDY – AUSTRALIAN HARDWARE Australian Hardware provides the best quality hardware, homewares, garden supplies and building materials from Australia and the world. Australian Hardware opened its first store under the name of Percy's Home Goods in George St Sydney in 1921. Percy's Home Goods initially specialised in the manufacturing and sale of small household furniture. The company founder, Percy Greenwright, ran the store as a family business. The business quickly expanded from one to four stores across Sydney's northern and western suburbs. The stores employed the equivalent of 60 full-time staff by the beginning of 1928. All of which were either family members or friends. The business has continued to expand to now have 138 stores and approximately 10,000 staff across the country. Australian Hardware’s products include hardware, garden products, paint, homewares, tools and outdoor products. Refer to the following link to read more about Australian Hardware: http://australianhardware.simulations.australiantrainingproducts.com.au/australianhardwar e.simulations.learn.com.au/products.html Wollongong is a growing area and there has been a number of hardware operators who have opened up shop in the area. The store manager of the Australian Hardware store in Wollongong would like to expand its business operations and compete with these other hardware shops. The store manager has decided meet with the manager of each of the department which includes hardware, garden products, paint, homewares, tools and outdoor products and deliver the operational plan for the future. The store manager would also like to include the sales consultants as well in the meeting to discuss the operational plan. The Chief Executive Officer (CEO) and the Chief Financial Officer (CFO) and the General Manager (GM) have met with you and reviewed your Operational Plan and would like you to:  decrease the staff sales training cost from $100,000 per year to $80,000  to increase the foot traffic from 1,000 as per your Operational Plan to 1,500 per day per store  increase website traffic from 20,000 visits per day to 20,500 visits per day.  The CEO and CFO would like to see a rapid increase in revenue as well to at least 15% increase. You have indicated a 10% increase would be more feasible. The CEO and CFO have asked you to prepare a report and meet with the CEO, CFO and General Manager (GM) to discuss the operational plan and the stakeholders you would be presenting to. BSBCMM511_AT V.1 Issued 20/01/2021 Page | 4

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. 2.1. Prepare a report for the CEO, CFO attend GM. In your report you must include the following points: a) confirm the operational plan you will be discussing with your team b) Confirm authority who will sign off on the operational plan which will be presented on material on behalf of Australian Hardware as per Australian Hardware’s policies and procedures. c) identify information from the Operational Plan that may be subject to confidentiality and explain how you are going to manage it appropriately d) identify and inform the Chief Executive Officer who will be the audience you will be presenting to and why you would like to include the sales consultants as well. e) information needs of audience and how you are going to communicate with them. f) Identify objectives of negotiation and the needs and requirements of your stakeholders. g) Potential issues and problems you envisage or foresee h) Prepare positions and supporting arguments according to objectives Your report must be well formatted and prepared professionally and include:  Title section – include the name of the author and the date of the report preparation.  Introduction – include an introduction of why you are preparing the report and what it is about.  Body – main part of the body which should include points a) to h)  Summary – include a summary of major points, conclusions and recommendations. Guide: 550 – 600 words Report for Australian Hardware CEO, CFO, and GM Title: Operational Plan Presentation and Stakeholder Engagement Author: Martin Date: 7/08/2023 Introduction: This report outlines the operational plan that will be discussed with the Australian Hardware executive team, including the CEO, CFO, and GM. The plan aims to enhance the company's competitiveness in the hardware market by addressing key areas such as staff training, foot traffic, website traffic, and revenue growth. The presentation will adhere to Australian Hardware's policies and procedures, ensuring effective communication, confidentiality management, and stakeholder engagement. Operational Plan Overview: a) The operational plan encompasses strategies to reduce staff sales training costs to $80,000 per year, increase daily foot traffic to 1,500 per store, raise website traffic to 20,500 visits per day, and achieve a feasible 10% increase in revenue. b) Authority for sign-off on the operational plan lies with the CEO, who will represent Australian BSBCMM511_AT V.1 Issued 20/01/2021 Page | 5

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. In your meeting you are to communicate with the stakeholders, and establish common ground and potential comprise. Your assessor will act as the CEO, and your colleagues will act as the CFO and GM. Prior to your meeting you must meet with your assessor who will review your report and provide you with feedback. Your assessor will also organise a date for you to conduct your meeting. This is to ensure that the ideas in your report are your own and prepared independently. Meeting with CEO, CFO, and GM - Discussion and Meeting Minutes Date of Meeting: 10-Aug Chair: Martin Time: 11:00 AM Venue: Conference room Present: CEO (Assessor) CFO (Colleague acting as CFO) GM (Colleague acting as GM) Martin Apologies: Not applicable Meeting Discussion: 1. Decrease Staff Sales Training Cost: CEO's Perspective: Expresses interest in cost reduction but highlights concerns about potential impact on training quality. Your Response: Emphasize that the reduction aims to optimize training processes without compromising quality. Suggest exploring innovative training methods and cost- efficient resources. CFO's Input: Seeks clarification on projected benefits and possible alternatives. Compromise: Propose a phased reduction to $90,000 initially, with periodic evaluations. 2. Increase Foot Traffic: CEO's Perspective: Stresses the need for substantial increase to attract more customers. Your Response: Reiterate the feasibility of achieving 1,500 daily foot traffic and present marketing strategies to achieve this. GM's Input: Inquires about potential impact on store layout and customer experience. Compromise: Suggest piloting store layout changes in one location initially, monitoring results before implementing across all stores. 3. Increase Website Traffic: BSBCMM511_AT V.1 Issued 20/01/2021 Page | 7

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. CEO's Perspective: Agrees with the importance of online presence and asks for specifics on proposed strategies. Your Response: Outline digital marketing approaches, including social media campaigns, SEO optimization, and targeted advertising. CFO's Input: Raises questions about cost-effectiveness of proposed online initiatives. Compromise: Propose allocating a portion of the marketing budget for online campaigns, with regular performance assessments. 4. Rapid Revenue Increase: CEO's Perspective: Expresses desire for an aggressive revenue increase to boost company growth. Your Response: Highlight the potential challenges in achieving a 15% increase in the given timeframe and present a detailed plan for achieving a sustainable 10% growth. GM's Input: Asks about potential risks associated with the rapid increase target. Compromise: Propose setting a goal of 12% revenue increase, with the possibility of revisiting the target after analyzing initial progress. 2.3. Once you have concluded the meeting, confirm and document outcomes of your negotiation using the meeting minutes template below. MEETING MINUTES Date of meeting Chair Time: Venue: 10-Aug Martin 11:00 AM Conference room Present: CEO (Assessor) CFO (Colleague acting as CFO) GM (Colleague acting as GM) Martin Apologies: NA N o Item Action items (if any) Responsibility 1 Decrease Staff Sales Training Cost Further research on innovative training methods and resources. Martin 2 Increase Foot Traffic Develop a pilot plan for store layout changes and present to the team. Martin 3 Increase Website Traffic Prepare a detailed proposal for online marketing initiatives. Martin BSBCMM511_AT V.1 Issued 20/01/2021 Page | 8

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. From: Martin Date: 10 - Aug Subject: Meeting Invitation and Agenda Dear Team, I hope this email finds you well. I am excited to share that we will be holding a crucial meeting to discuss the future direction of our store and present the operational plan. Your insights and contributions are invaluable as we strive to elevate our store's performance and competitiveness. Meeting Details: Date: 12- Aug Time: 14:00 Venue: Conference room Agenda: During this meeting, we will cover the following key points:  Overview of the Operational Plan  Staff Sales Training Cost Reduction Strategy  Foot Traffic Enhancement Plan  Website Traffic Improvement Initiatives  Revenue Growth Objectives and Strategies  Your participation and input are vital to our success. Please confirm your availability for the proposed date and time, or suggest an alternative if needed.  Your feedback and engagement in this process will help shape our store's future positively. Looking forward to our productive discussion. Best regards, Martin 3.2. Your team have come back to you and advised you that they would be available for a meeting at the end of the week. You are to prepare an agenda and PowerPoint of key points you discussed at your management meeting in task 2 and email it to all the stakeholders. Use the template below to prepare the agenda. Attach a copy of the Agenda and PowerPoint to this task (Guide: 80 – 100 words for agenda and 5 – 6 slides for the PowerPoint) MEETING AGENDA Date of meeting Chair Minutes Tim e: Venue: 12-Aug Martin David 14:0 Conference BSBCMM511_AT V.1 Issued 20/01/2021 Page | 10

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. 0 room Present: CEO (Assessor) CFO (Colleague acting as CFO) GM (Colleague acting as GM) Martin Apologies: NA N o Agenda items (Meeting objectives) Comments 1 Welcome and Introduction Brief welcome and opening remarks 2 Operational Plan Overview Briefly summarize the key points discussed in the management meeting 3 Staff Sales Training Cost Reduction Strategy Explain the strategy, rationale, and expected outcomes 4 Foot Traffic Enhancement Plan Present the plan to increase foot traffic and engage attendees in a discussion 5 Website Traffic Improvement Initiatives Outline proposed online marketing strategies 6 Revenue Growth Objectives and Strategies Discuss revenue increase target and associated strategies 7 Open Floor for Questions and Discussion Engage attendees in sharing thoughts and concerns 8 Next Steps and Action Items Summarize the key takeaways and assign responsibilities 9 Closing Remarks Conclude the meeting and express appreciation 3.3. Meeting You are now to conduct your meeting with the department managers and sales consultants. Meet with your assessor and discuss your agenda item and PowerPoint presentation. Your assessor will provide you with feedback and allocate a date and time BSBCMM511_AT V.1 Issued 20/01/2021 Page | 11

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. Any agreed-upon action items and responsibilities Your dedication to the success of our store is truly commendable, and I am confident that our collaborative efforts will drive significant improvements. If you have any further insights or suggestions, please feel free to share them with me. Once again, thank you for your time and active engagement. Let's work together to realize the potential outlined in our operational plan. Best regards, Martin BSBCMM511_AT V.1 Issued 20/01/2021 Page | 13

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. ASSESSMENT TASK 4: MAKE PRESENTATIONS Assessment task instructions: • This is the fourth (4th) unit of assessment task you have to successfully complete to be deemed competent in this unit of competency. This task is based on the virtual company Australian Hardware. • In this task you must demonstrate your ability to deliver an effective presentation where you are communicating with influence. Purpose of the assessment task: You must be able to demonstrate your ability to: • Identify forums to present according to organisational objectives • Determine tone, structure, style of communication and presentation according to target audience • Prepare presentation according to desired outcomes • Provide an opportunity for audience to ask questions • Follow up with stakeholders following presentation • Evaluate presentation and identify areas for improvement Assessment conditions and resources: • This task is timed and your presentation must be 10 to 15 minutes. • You must demonstrate your ability to complete this task independently and submit the task as indicated by your trainer and assessor. Therefore, you must discuss your meeting notes with your assessor prior to your presentation. • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work.. PRACTICAL ACTIVITIES 4.1 You are now acting as the Sales Consultants of one of the following departments:  Hardware  garden products,  paint,  homewares,  tools and  outdoor products (Note: Students can choose one of the departments from the above list) You have been advised by your store manager that you need to increase your department’s revenue. Therefore, you are required to market and promote your department to your target audience. Identify any forums you could use to promote the products from your department You must explain why you think these forums would be use. (Guide: 80 – 100 words). Sales Consultant - Hardware Department To increase revenue for the Hardware Department, we can strategically utilize various forums to effectively market and promote our products to the target audience. 1. Home Improvement Workshops and Seminars: BSBCMM511_AT V.1 Issued 20/01/2021 Page | 14

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. sense of expertise and reliability to assure the audience that our hardware products are essential tools for their home improvement projects. A positive and approachable tone will encourage engagement and build trust. Structure The presentation will follow a logical flow:  Introduction: Briefly introduce the Hardware Department's offerings and its relevance to home improvement.  Customer Needs: Address common home improvement challenges and demonstrate how our hardware products can provide solutions.  Product Showcase: Highlight key hardware products with their features, benefits, and real-life applications.  How-to Demos: Provide visual demonstrations of using the products effectively in DIY projects.  Customer Testimonials: Share success stories and feedback from customers who have benefited from our hardware products.  Promotions and Offers: Introduce ongoing promotions, discounts, and loyalty programs to incentivize purchases.  Q&A: Open the floor for questions and provide instant clarifications. Style of communication The style will be professional yet relatable, using everyday language to ensure easy understanding. Visual aids, images, and videos will be incorporated to enhance engagement. Interaction with the audience will be encouraged through questions, discussions, and sharing personal experiences. Presentation The presentation will utilize a visually appealing slide deck with clear and concise content. Each slide will feature visuals of the hardware products in use, complemented by brief, impactful text. Videos of product demonstrations and customer testimonials will be included to provide a dynamic and immersive experience. The overall design will align with the company's branding and color scheme. 4.3 Prepare your presentation according to the desired outcomes you identified in task 4.2. Meet with your assessor and discuss point 4.2 and your PowerPoint presentation. BSBCMM511_AT V.1 Issued 20/01/2021 Page | 16

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. Document any feedback below and attach a copy of your PowerPoint presentation. (Guide: 5 – 6 slides). Presentation 2 _4.3.pptx Feedback from assessor 4.4 Presentation (10 to 15 minutes) The forum you have chosen to present to are small business owners’ seminar in the Wollongong area. You are now required to present to the forum you identified using the PowerPoint you prepared in task 4.3. During your presentation, you must:  Provide an opportunity for your audience to ask questions  Use tone, structure, communication and presentation style identified in task 4.2  Ask your audience to leave their email contact details so that you can follow up regarding any questions they may have. Your colleagues will act as your audience. Document feedback from your colleagues below. Colleague 1 (Small Business Owner): "Great presentation! I really appreciated how you highlighted the practical applications of your hardware products. The visuals of real-life DIY projects using your items were particularly helpful. Your enthusiasm and expertise shone through, and I'm genuinely interested in exploring how your products could benefit my business." Colleague 2 (Another Small Business Owner): "Your presentation style was very engaging, and I liked how you addressed the common challenges we face in home improvement. The customer testimonials added credibility, and I could relate to the success stories. I have a few questions about the tools you showcased, and I'm glad you provided an opportunity to ask questions." Colleague 3 (Small Business Owner): "The way you introduced the benefits of your hardware products aligned perfectly with our needs as small business owners. Your use of visuals and real examples made it easy to grasp the potential of your products. I appreciate the chance to ask questions, and I'm definitely interested in learning more. Leaving my email for follow-up is a great idea!" Colleague 4 (Another Small Business Owner): "I found your presentation tone friendly and approachable, and the structure was easy to follow. The idea of using social media platforms and collaborating with influencers resonated with me. Your call to action for leaving email contact details is smart, and I'll definitely provide mine for further information." Colleague 5 (Small Business Owner): "Your presentation was well-paced and informative. The inclusion of customer testimonials BSBCMM511_AT V.1 Issued 20/01/2021 Page | 17

ASSESSMENT TOOL Qualification: BSB50420 Diploma of Leadership and Management Cluster number and name: LMD-20_5.1_Communication Units of competency: BSBCMM511 Communicate with influence Student’s ID: Please advise all students to insert their ID this column and on all pages, they submit . Assessor’s name: Please ensure your name or assessor name is inserted. Clarity of language and speaking Audience seemed engaging Presentation was easy to follow Presenter is prepared Visual aids contents were effective Scheduled was followed in a timely manner Questions were answered effectively Managed to engage audience Interacted with audience Presented reliable information Comments an area for improvements BSBCMM511_AT V.1 Issued 20/01/2021 Page | 19