BSBXCM501_Assessments_V1.0.docx (1)

Assessment Record of Outcome Purpose: This sheet provides an overview of a student’s competency for each unit based on all assessment tasks submitted. Instructions: Assessor: Record the outcome of each assessment task and determine the student’s competency for the unit based on all assessment tasks. Record the unit outcome below, sign and date. Admin Team: Record the unit outcome in RTO Manager and save the assessment bundle in the student’s file. A scanned copy of this document is to be retained once the assessment is destroyed. Student Name Thaisa Mirando Student ID Unit Code BSBXCM501 Unit Title Lead communication in the workplace Assessment Submission Date Type of submission □ First Submission □ First Re-submission □ Second Re-submission Assessment Task Results (Please tick) Assessment 1 □ C (Competent) □ NYC (Not Yet Competent) □NA (Not Assessed) Assessment 2 □ C (Competent) □ NYC (Not Yet Competent) □NA (Not Assessed) Final Assessment Result for this unit ☐ Competent ☐ Not Yet Competent Assessor Declaration In completing this assessment, I confirm that the participant has demonstrated all unit outcomes through consistent and repeated application of skills with competent performance in multiple instances over a period of time. Evidence collected has been confirmed as: Valid  Sufficient  Current  Authentic Assessor Name Assessor Signature Feedback BSBXCM501 PAGE \* MERGEFOR MAT 78

Task Description Assessment 2 (Workplace Project & Case studey) Part A: Workplace Project The project is divided into three parts: 1. Project Assessment Part 1 Establish Communication Protocols 2. Project Assessment Part 2 Coordinate Effective Communication 3. Project Assessment Part 3 Review Communication Practices Part B: Case Study Case Study Assessment Part IV Present and Negotiate Persuasively BSBXCM501 PAGE \* MERGEFOR MAT 78

Assessment 1 – Coversheet Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work. Student and Submission Details Student Name Thaisa Miranda Student ID Unit Code and Name BSBXCM501 Lead communication in the workplace Date of submission STUDENT DECLARATION I declare that a. this assessment is my own work. b. None of this work has been completed by any other person. c. I have not cheated or plagiarised the work or colluded with any other student/s. d. I have correctly referenced all resources and reference texts throughout these assessment tasks. e. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me. Student Signature Assessor To Complete Assessment 1 Assessment Result Date Type Of Submission Short Answer Questions □ C (Competent) □ NYC (Not Yet Competent) □NA (Not Assessed) ☐ First submission ☐ First re-submission ☐ Second re- submission Assessor feedback BSBXCM501 PAGE \* MERGEFOR MAT 78

Assessment 1 – Short Answer Questions ? Assessment summary ☐ You are required to answer all the written questions in this assessment. ? Resources and equipment required to complete this assessment o Access to textbooks and other learning materials. o Access to a computer, printer, Internet and email software (if required). ☐ ? When and where should the assessment be completed? o This assessment may be done in your own time as homework or you may be given time to do this task in class (where applicable). o Your assessor will provide you with the due date for this assessment. ☐ ? What needs to be submitted? o Your answers to each question in this assessment along with references. ☐ ? Instructions o This is an open book test – you can use your learning materials as reference. o You must answer all questions in this assessment correctly. o You must answer the questions by typing your answers in Microsoft Word and converting it into a pdf . o Please include the following details in the header section of each page of your assessment document: ☐ ● Student Name and ID ● Course Code and title ● Unit Code and title ● Trainer and assessor name ● Page numbers ☐ o You are required to submit your assessment on the LMS (Moodle). No submissions will be accepted via emails. BSBXCM501 PAGE \* MERGEFOR MAT 78

a. Briefly explain Bounce Fitness’ policy on staff members communicating with clients through the Official Facebook Page. All team members who interact with customers or potential customers through the company's official Facebook page are required to continue using correct grammar, spelling, and punctuation in their posts. • The use of emoji is not mandatory, but occasionally allowed. • The use of slang is allowed, but only in moderation. • It is imperative that internet trolls be avoided at all costs. Refuse to answer the question. These accounts can be reported if needed. • There must be no use of threatening, hostile or otherwise inappropriate language. • All communications deemed to be spam must be removed from Facebook pages. Refuse to answer the question. b. Briefly explain the expected conduct of employees regarding client referrals. Any occurrences, recommendations, or disclosures are required to be reported as soon as it is practically possible according to the protocol of Bounce Fitness. c. Briefly explain the expected conduct of employees when it comes to communicating confidential information. BSBXCM501 PAGE \* MERGEFOR MAT 78

Question 4 Identify at least two communication techniques for resolving Work Health and Safety (WHS) risks. Briefly explain how each assists in resolving WHS risks. Technique Explanation of How Technique Assists in Resolving WHS Risks a. Coordinating with relevant personnel In addition to conducting consultations, it is essential to coordinate the elimination and mitigation of potential hazards. This will help to ensure that anyone who is interested or engaged in the matter is able to carry out the responsibilities that are assigned to them. b. Consulting with workers affected by a risk This is a good strategy to employ when dealing with potential dangers or worries about one's safety. When you talk with workers who are at risk of being affected by the dangers, they may share their concerns and ideas about how these dangers can be mitigated when they do so. Even better is the fact that workers who have personal experience with the risks involved may be able to offer helpful suggestions and points of view on how the risks can be mitigated to the greatest extent possible. BSBXCM501 PAGE \* MERGEFOR MAT 78

performance. Spending quality time with mentees outside of the workplace helps to build trust, which in turn makes it easier for you to step back and let them handle important responsibilities without interfering too much. After they have finished with this activity, you are free to check up on them and offer comments regarding the work that they have produced. b. Motivate coachees Workers who are not performing well in their jobs or who need assistance with certain aspects of their job performance can benefit from assistance from coaches. It is essential that coaches provide constant support and encouragement to the people they are coaching to achieve their goals at every stage of the coaching process. No matter how challenging a person's goals are, he should never be discouraged or led to believe that he is incapable of achieving his goals. If a worker is having problems with his communication, it is possible that he will not be able to solve the problem due to technical difficulties and lack of self-confidence. If that's the case, you'll need to give them more than just direct instructions on how to complete their tasks; you will also need to motivate and inspire them. Also, you will need to provide emotional support and encourage them to move forward. BSBXCM501 PAGE \* MERGEFOR MAT 78

Question 7 Identify at least two principles of cross-cultural communication. Briefly explain how each identified principle helps to communicate with diverse cultures. Principles of Cross-Cultural Communication Explanation of How Technique Helps to Communicate with Diverse Cultures a. Openness This concept alludes to the yearning that a person has to communicate openly with other people. This can be seen clearly in the way that they exchange information while having a conversation. In various cultures, openness is measured in relation to context and hierarchical standing. Cultures with low openness are typically more reclusive than cultures with a high openness level. People who come from these kinds of backgrounds are much more likely to be active listeners than active speakers when it comes to expressing what's on their minds. People who live in societies with a high level of context and hierarchical structures almost always communicate in a manner that has a low level of openness. As a direct consequence of this, they have grown increasingly reclusive and suspicious of the viewpoints of others. A willingness to consider what others have to say before accepting what they have to say as their own opinion rather than necessarily implying disagreement with BSBXCM501 PAGE \* MERGEFOR MAT 78

what was said. On the opposite end of the spectrum, you'll find societies that value openness and honesty more than anything else. People who are more outgoing and honest have a greater tendency to be more assertive and proactive when it comes to dating than people who are more reserved. In a similar vein, they are more receptive to recommendations made by third parties. To say that they are more open to the concept of different points of view is not the same thing as saying that they immediately agree with those points of view. When you are trying to communicate with someone, it will be easier for you to set better expectations if you adhere to the principle of openness. As a consequence of this, you will also be able to learn how to modify your approach to suit the needs of the individual with whom you are interacting. When you are aware of this, it is much simpler for you to decide how to interact with the other person (for example, would you try to get them to talk more?). b. Impact of Hierarchy This idea investigates the concept of hierarchy, specifically how it is defined or perceived in various cultures, as well as how it influences communication in different ways. On a scale similar to that used for context, various cultural perspectives on hierarchy are ranked BSBXCM501 PAGE \* MERGEFOR MAT 78

according to their importance. Cultures that place a high value on hierarchy tend to have low levels of individual initiative and a tendency toward complacency. Cultures that place a low value on individual initiative also tend to be more conformist. The significance of structure and obedient behavior toward those in positions of authority is readily apparent in these societies. On the other hand, cultures that place less value on hierarchy typically have a high degree of individual autonomy and participation. The values of autonomy and self-assurance are highly regarded in these communities. Hierarchy is almost always present in cultures that have a high level of contextualization. China's culture is an example of such a civilization. The concept of hierarchy is typically disregarded in societies with low levels of context, such as the United States. Because of this, people who come from cultures with hierarchies communicate in a submissive and passive manner, whereas people who come from cultures without hierarchies communicate in a more assertive, self- assured, and commanding manner. Both would have no problem adhering to the rules or maintaining the status quo, but one would be more vocal about their complaints and more willing to do so in public than the other. If you are able to grasp this idea, you BSBXCM501 PAGE \* MERGEFOR MAT 78

will have an easier time interacting with the other people who work with you. You can gain a better understanding of how to show respect or gratitude based on the culture and communication hierarchy of your peers by becoming familiar with cultural hierarchies. Question 8 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 disability A peaceful setting, the ability to communicate using sign language, and paper and pen Explanation of How Technique Helps in Communicating with Individual with Disability When people are in a quiet environment, they are better able to comprehend what is being communicated to them because they are able to write down terms that are unclear to them and use sign language to further elaborate on what those terms mean. b. Individual with Technique BSBXCM501 PAGE \* MERGEFOR MAT 78

visual impairment Keep your tone of voice consistent. Explanation of How Technique Helps in Communicating with Individual with Disability Instead of talking over them, you should talk to them through a friend that they may already have. You must also use their name when addressing them so that they are aware that you are having a private conversation with them. Individuals with Special Needs Technique a. Aboriginals/Torres Strait Islanders Make your meaning clear. Explanation of How Technique Helps in Communicating with Specific Individual People do not want to hear a lot of jargon and technical terms, so make sure to explain them well whenever you use them. b. Culturally and linguistically diverse speakers Technique Distribute the information in manageable chunks. Explanation of How Technique Helps in Communicating with Specific Individual By using this method, you can ensure that there is no misunderstanding and that everyone is following what you are saying. Question 9 Access the following documents from the links provided below: ▪ Communication Policy and Procedures https://bouncefitness.precisiongroup.com.au/policies-and- BSBXCM501 PAGE \* MERGEFOR MAT 78

procedures/human-resource/ ▪ Digital Communication in the Workplace ▪ Communications Process ▪ Style Guide https://bouncefitness.precisiongroup.com.au/policies-and- procedures/administrative-policy-procedures/ ▪ Customer Relationship Management Procedures https://bouncefitness.precisiongroup.com.au/policies-and- procedures/customer-relationship-management/ ▪ Hazard Reporting Procedure ▪ Emergency Evacuation Plan and Implementation Procedures https://bouncefitness.precisiongroup.com.au/policies-and- procedures/whs-and-emergency/ Review the documents to answer the questions below. a. Identify the two reports you must complete if a hazard you witness results in an incident. i. Each On-Duty employee is responsible for completing an Incident Report form as soon as feasible following the resolution of an incident. ii. The occurrence needs to be reported right away to a member of the Bounce Fitness On-Duty staff (regardless of how serious the problem is, it is the responsibility of the On-Duty staff member to determine whether or not additional action is required). b. Identify at least one situation when management must consult with workers regarding WHS issues determining which risks are involved with the work that is currently being done or will be done in the future and analyzing those risks. BSBXCM501 PAGE \* MERGEFOR MAT 78

c. Outline the procedure that must be followed if a complaint cannot be resolved within 10 days. . If the complaint cannot be resolved within 10 days, a formal acknowledgement of receipt will be issued within 7 days, along with a stated time limit for further comment on the action taken. If the complaint cannot be resolved within 10 days, the time limit for further comment will be indefinite. d. Identify two ways Bounce Fitness employees must establish relationships with customers i. Always keep a cheery disposition, and make sure to give off an inviting vibe. ii. To find out what they need, ask them questions. e. Outline ALL steps required to set a daily reminds for meetings if you are handling the front desk. The following steps need to be taken in order to generate reminders for meetings: - Reminders about upcoming meetings should be sent to the Bounce Fitness Gmail accounts of the participants. - A message will be issued via Slack or Skype in the event that there is no response within two hours of the invitations being sent out. f. Identify at least one industry etiquette staff members of Bounce Fitness must follow when using workplace email account When you are speaking with your coworkers, it is important to encrypt any digital communication tools you use, such as emails and documents.. g. Outline emergency procedures in the case of a fire. Helping someone whose safety is in danger is always recommended, provided that doing so does not put your own life in danger. When a fire breaks out, doors that are closed can assist restrict the blaze. As soon as it is suspected that there is a fire, the necessary authorities, including members of the House staff who are on call, should be contacted as soon as possible. BSBXCM501 PAGE \* MERGEFOR MAT 78

If the fire is contained, a qualified member of the House Staff who is on duty should rapidly put it out using the proper fire extinguisher or other equipment. h. Identify the template you must use when writing a formal business letter. It is recommended that formal business correspondence be crafted using the "Bounce Fitness Letterhead Template," which can be accessed under the website's Documents > Administrative menu. i. Outline the formatting requirements of heading spacing for letters. The following formatting guidelines apply to header spacing: - 0 pt "Subsequent" Spacing - There is no indentation. - Zero-point "Before" spacing j. Outline Bounce Fitness’ process in the case that a lack of factual communication occurs in the workplace. 1) It is essential to conduct research on the document's initial version in order to determine whether or not any modifications have been made. 2) It is important to investigate the credibility of the source of the information. 3) For any material that is going to be published, verification methods and software should be utilized. 4) Prior to disseminating information, it is essential to confirm the accuracy of the facts. k. Outline Bounce Fitness’ process for establishing employer/employee committees 1) Specify the role that the committee will play. 2) Determining the individuals who will serve on the various committees. 3) The voting is done by representatives of the committees. 4) Determining the particulars and organizational framework of classified workgroups 5) In order to carefully structure and allot designated workgroups, considerations such as changing the number of employees, the environment, the places, the hazards imposed, the hours worked, and the languages spoken should be taken into account. BSBXCM501 PAGE \* MERGEFOR MAT 78

Question 10 Identify at least two common types of client conflicts and briefly explain each. Types of Client Conflicts Explanation a. Conflict due to priorities When you are a customer, it is possible that you will not always be able to meet the needs of the business in addition to your own. It's possible that during this time you'll be concentrating on more immediate and pressing responsibilities. It's possible that the projects and results they expect from you are what your customer cares about the most. b. Disagreement as a result of ineffective expectation management Customer dissatisfaction is almost always the result of inadequate management of the customer's expectations. It is far too easy to assure customers that their requests will be met and that their requirements will be met by fulfilling those promises. On the other hand, the desire to please a customer may cause you to underestimate your ability to fulfill their requirements, especially if the customer is particularly demanding. If you fail to manage your clients' expectations, you run the risk of having your reputation harmed and of having fewer opportunities to receive additional referral business. BSBXCM501 PAGE \* MERGEFOR MAT 78

Question 11 Identify at least two common types of conflicts within team members and briefly explain each. Types of Team Conflicts Explanation a. Leadership conflict Conflict arises on a team whenever the leadership style of the person in charge does not mesh well with the requirements and/or personalities of the members of the team. It's possible that individual members of a team have their own ideas about the kind of leader or leadership style that would work best for them in a given situation. b. Relationship conflict The most common type of conflict that can arise within a team is caused by differences in personality, style and taste. Most conflicts in people's lives involve their relationships with one another. Admittedly, not everyone you meet will be someone you socially click with. Circumstances make this type of argument even more stressful than it already is. When members of the same workgroup disagree with each other, it has the potential to alter the flow and dynamics of the group. Because of this, the group's goals would be extremely challenging, if not downright impossible. BSBXCM501 PAGE \* MERGEFOR MAT 78

Question 12 Identify at least two common types of unethical communication and briefly explain each. Types of Unethical Communication Explanation of Type a. Selective misquoting This is the result that occurs when the current words or ideas of a person are twisted by removing them from the context in which they were originally stated. Because it has been taken out of its original setting, the meaning of the paragraph has changed, and as a result, it is more difficult to comprehend. In academic discourse, it is common practice to use selective misquotation either to support the thesis or to damage the credibility of the current speaker or author of the comment. Both of these goals can be accomplished by selectively misquoting someone else's words. b. Lying There are countless different angles from which to approach lying at work. There are many ways to do this, from something as simple as reporting inaccurate progress on certain tasks, like saying something has been completed when it's still being completed, to something as meaningful as withholding important information, like hiding the fact that your customer is considering terminating the contract. Lies can be told in three different ways: vocally, in writing, or a combination of the two. BSBXCM501 PAGE \* MERGEFOR MAT 78

All three of these methods are considered lies. Telling a lie is unethical and something that should never be done, regardless of the magnitude of the deception being perpetrated. The process of earning your employees' trust can be difficult, and failure to do so can put your honesty in doubt. Question 13 Identify at least two common types of inappropriate communication and define each. Types of Inappropriate Communication Definition a. Using aggressive language Putting forth your ideas and thoughts in the most forceful manner possible is one potential method for achieving this goal. There are many different ways to behave in an aggressive manner, such as showing contempt for the people you are conversing with, using harsh words and tone, or being rude. Make your conversation partners feel threatened and intimidated by using language that is aggressive. They won't be able to communicate their thoughts and feelings openly with you because they are unsure of how you will respond to what they say. b. Using racially offensive People are said to be subjected to this BSBXCM501 PAGE \* MERGEFOR MAT 78

language condition when they are offended, insulted, humiliated, or intimidated as a result of the use of racist terms. Slurs, jokes, and comments that degrade or stereotype particular racial groups, most notably minorities, as well as terms that are inappropriate or offensive, all fall under the category of racially offensive language. Question 14 Identify the three challenges in risk or hazards communication and briefly explain the importance of each when communicating risks or hazards. Challenges in Risk Communication Importance of Each in Communicating Risks a. Standard Communication Communication on a regular basis is something that is expected in the workplace. The day-to-day operations and administration of projects, teams, and tasks are some examples of these, but the list is not exhaustive. The ability to communicate paves the way for collaboration at all levels, from within a team to between departments. As a consequence of this, a great deal of protocol is required in order to foster successful and efficient workplace BSBXCM501 PAGE \* MERGEFOR MAT 78

communication. b. Risk-based Communication In the context of the workplace, "hazard-based communication" refers to the risks that have been identified and conveyed to the appropriate parties. Employees ought to be made aware of potential dangers, afforded the opportunity to take part in pertinent discussions, and supplied with information regarding how to deal with said dangers. Communication based on risk that is both internal and external must be brought into alignment with the requirements of work health and safety. An accident involving machinery or equipment, exposure to toxic chemicals, infections, and radiation, and psychological hazards (such as stress, conflict, violence, burnout, and fatigue) are some of the most typical dangers that can be found in the workplace. c. Emergency Communication As its name suggests, emergency communication refers to interactions with circumstances over which you have little to no influence. Earthquakes, fires, bomb threats, severe weather, and acts of civil disobedience are all examples of situations that qualify as emergencies. These crises will have an effect on your place of business and operations, and you should respond to them with responsibility because of this. In conjunction with risk communication, emergency communication necessitates the training of personnel on both the possibility of crises as well as BSBXCM501 PAGE \* MERGEFOR MAT 78

the appropriate response to them. Question 15 Identify at least two ways you can improve the framing of your business messages and briefly explain how each improves communication. Ways to Improve Framing of Business Messages Explanation How Each Can Improve Communication a. Frame the message to the audience and situation In addition to recognizing and determining the purpose of the communication, it is of equal importance to think about the people you are communicating with and the setting in which you are doing so. If you are writing for a specific audience, having that audience in mind can help you develop a more accurate sense of the appropriate tone and terminology to use when expressing your message. In addition to this, you would find that it is easier to use language in a more circumspect manner and steer clear of phrases that are not appropriate. In a similar vein, one could make the same argument regarding the scenario. Take into consideration the amount of time you have, the level of importance attached to your communication needs, and the BSBXCM501 PAGE \* MERGEFOR MAT 78

medium through which you intend to deliver your message. You will be able to organize your message more effectively, leading to more successful communications, if you have a better understanding of both your audience and the circumstances. b. Frame to build content understandings Keep in mind that the objective of your communication is to deepen the recipient's understanding of the subject matter. Your communications should always have as their ultimate objective the achievement of comprehension and approval on the part of the individuals for whom the messages were intended. As a consequence of this, it is essential to strike a balance between establishing a crystal clear objective for your communications, ensuring that they are appropriate for your target audience and environment, and ultimately attempting to increase content comprehension. For example, when you are training new employees, it is essential to keep in mind that in addition to evaluating their needs and adapting your efforts to meet those needs, you should also take into consideration other factors that can either help or hinder new employees' ability to understand the information that is being presented to them. What are some effective and efficient ways to educate employees BSBXCM501 PAGE \* MERGEFOR MAT 78

on company policies and procedures? What steps can you take to ensure that they have a deeper comprehension of the responsibilities and roles that come with their job? When crafting the phraseology of your communications, give careful consideration to all of the factors that lead to increased comprehension. 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. Analytical Communication i. A great deal of numerical evidence is provided to back up the explanations and primary arguments that are presented. ii. In addition to this, people who write in this style are typically considered to be experts when it comes to managing large amounts of data and information. b. Intuitive Communication i. This way of thinking is characterized by an openness to new ideas, a willingness to challenge conventional wisdom, and the capability to BSBXCM501 PAGE \* MERGEFOR MAT 78

think creatively outside of the box. ii. Places an emphasis on the overall picture of an endeavor or effort, highlighting the significance of reaching the goal or point as the primary focus of attention. Question 17 Identify at least two communication methods typically used in the workplace. For each communication method identified, you must: ▪ Identify at least one situation in which the communication method is typically used in the workplace ▪ Identify at least one advantage of using the communication method for the situation provided Communication Methods Situation a. Newsletters The most significant achievements of your organization would be highlighted in the newsletters Advantage Increasing people's awareness and bringing crucial information to their attention is one of the oldest uses for newsletters. b. Email Situation When you need to communicate BSBXCM501 PAGE \* MERGEFOR MAT 78

with a sizable number of individuals, you can rely on this tried-and-true method. Advantage is the method of communication that is both the quickest and most convenient. 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. They should pay attention to the other person and make an effort to comprehend what it is that they are saying when they are communicating across cultures. ii. It is possible to demonstrate through verbal cues that you are paying attention to what the other person is saying. b. Develop awareness of different cultures i. Have a sufficient level of familiarity with the culture of the people with whom they will be interacting. ii. Keep an open mind and don't forget that the norms they've become accustomed to aren't the only ones that exist in the BSBXCM501 PAGE \* MERGEFOR MAT 78

world! Question 19 Outlined below are two negotiation techniques often used in the workplace. For each negotiation technique, you must: ▪ Identify at least two strategies required to properly execute the technique ▪ Briefly explain how each identified strategy assists in negotiation Negotiation Technique Strategies for Proper Execution Explanation of How Strategy Assists in Negotiation a. Distributive Bargaining i. Zone of possible agreement (ZOPA) You will find that the workers with whom you negotiate are willing to take an assignment if it is convenient for them to do so and does not inhibit their capacity to do their jobs effectively (for example, if it does not require skills that they already possess and would have a difficult time picking up, or if it does not require them to collaborate with other employees with whom they have a contentious relationship). Because your conditions and theirs are not mutually BSBXCM501 PAGE \* MERGEFOR MAT 78

exclusive with one another, you are familiar with the ZOPA, also known as the workaround, for the majority of workers. You are able to devise jobs that will appeal not only to yourself but also to the candidates you are considering for open positions. i. Best alternative to a negotiated agreement (BATNA) It is likely that the personnel you reach out to will not be able to commit to the project. This may be the result of a number of different circumstances, such as the individual's lack of ability or motivation, as well as conflicts with their schedule. The best alternative there is in this situation is to find as many viable people as you can and bargain their wages. b. Principled Negotiation i. Shift your focus from positions to interests Imagine that you are having a discussion about joining your organization with a prospective customer who is interested in doing business with you. Despite your best efforts, they would rather sign up for a short-term BSBXCM501 PAGE \* MERGEFOR MAT 78

membership that would save them money today than sign up for a long-term membership that would save them money in the long run. This is true even if the long-term membership would save them more money overall. Your conversation gives the impression that the reason they want to pay less is because they have some reservations about the benefits of the membership. You have formed the opinion, based on your analysis of them, that they will want to remain at your establishment after they have become acquainted with its amenities and services. If you don't want to pressure them into selecting a membership plan, you can give them a free trial for two weeks so that they can determine whether or not they like the service before making any kind of commitment. ii. Create opportunities for everyone's benefit. You have identified an outstanding individual to fill a position that has been left vacant on your team. During the course of the negotiations, it will become abundantly clear that while you want to hire the most qualified individual for the BSBXCM501 PAGE \* MERGEFOR MAT 78

job, that individual also wants to be paid the highest possible amount. Before deciding whether to hire them at a high salary or to reject them and move on to the next possible applicant, it is a good idea to find out whether there are any areas in which they are willing to make concessions. A candidate might be willing to forgo their allotted vacation time in exchange for a higher starting salary. If you had immediately accepted the decision, you probably would not have given this possibility any thought as a potential alternative. BSBXCM501 PAGE \* MERGEFOR MAT 78

Question 20 Outlined below are two types of conflict resolutions techniques. Do the following for each conflict resolution technique outlined below: ▪ Identify at least one type of situation where each technique should be applied ▪ Briefly explain why each technique is most effective in the identified situation Conflict Resolution Technique Type of Situation Explanation of Effectiveness of Technique a. Avoiding A situation in which two or more people disagree about something The most effective way to avoid it is to postpone the conversation until everyone has recovered their composure. If both parties can demonstrate a greater capacity for logic and composure, the process of conflict resolution can proceed. b. Forcing When other people aren't very good at what they do, and/or when the conflict at hand isn't important or detrimental to the team, it's okay to let things slide. By putting the decision- making power in the hands of those engaged in the conflict, managers and supervisors can use this strategy to resolve minor disagreements that do not contribute to the overall productivity of the workplace. This makes it possible to resolve conflicts in a BSBXCM501 PAGE \* MERGEFOR MAT 78

more timely and effective manner. BSBXCM501 PAGE \* MERGEFOR MAT 78

Assessment 2 – Coversheet Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work. Student and Submission Details Student Name Thaisa Miranda Student ID Unit Code and Name BSBXCM501 Lead communication in the workplace Date of submission 25/02/2022 STUDENT DECLARATION I declare that ? This assessment is my own work. ? None of this work has been completed by any other person. ? I have not cheated or plagiarised the work or colluded with any other student/s. ? I have correctly referenced all resources and reference texts throughout these assessment tasks. ? I understand that if I am found to be in breach of policy, disciplinary action may be taken against me. Student Signature Assessor to complete Assessment 2 Assessment Result Date Type Of Submission Assessment 2 (Workplace project □ C (Competent) □ NYC (Not Yet Competent) □NA (Not Assessed) ☐ First submission ☐ First re-submission ☐ Second re- submission Assessor feedback BSBXCM501 PAGE \* MERGEFOR MAT 78

Assessor Name Assessor Signature Assessment 2 – Workplace Project Assessment This assessment meets the following performance criteria: Performance Criteria 1. Establish communication protocols 1.1 Analyse internal and external information needs relevant to workplace 1.2 Develop or structure communication protocol(s) to meet organisational information needs and goals 1.3 Identify ways to adapt communication protocols to suit various contexts 1.4 Prepare materials to support and/or implement communication protocols BSBXCM501 PAGE \* MERGEFOR MAT 78

2. Coordinate effective communication 2.1 Direct others to communicate according to organisational requirements and goals 2.2 Explain complex information to positively influence others 2.3 Motivate others to communicate respectfully, considering the needs of all, including those from diverse backgrounds 2.4 Identify and address any communication challenges to remove barriers to understanding 3. Present and negotiate persuasively 3.1 Identify and use a variety of communication styles relevant to varying audiences 3.2 Present information in a succinct, clear and persuasive manner 3.3 Evaluate differences in perspective and critically examine outcomes 3.4 Negotiate towards a final outcome with a focus on key outcomes 3.5 Confirm and implement outcomes of negotiation or communication using appropriate methods 4. Review communication practices 4.1 Provide mentoring to others to assist them in achieving communication goals 4.2 Obtain feedback from a variety of sources to manage the outcomes of communications and BSBXCM501 PAGE \* MERGEFOR MAT 78

negotiations 4.3 Identify and document areas for improvement in communication for team or organisational practices 4.4 Implement plans to improve communication processes This assessment meets the following performance Evidence: Performance evidence ● collate research on internal and external communication needs ● develop and implement communication protocols in accordance with organisational requirements ● present information in a persuasive and professional manner ● apply negotiation techniques to reach desired outcomes ● address communication challenges for continuous improvement BSBXCM501 PAGE \* MERGEFOR MAT 78

This assessment meets the following Foundation Skills: Foundation Skills Writing ● Utilises sophisticated writing skills to summarise information from various sources and distinguish significant information from minor references Navigate the world of work ● Seeks to improve organisational policies and procedures to better meet organisational goals Get the work done ● Evaluates effectiveness of communication channels, systems and processes to inform decisions and implement improvements ● Uses digital technology to find, record or communicate basic information Assessment 2 – Project & Case Study assessment Part A: Project Assessment Project Overview This project will require you to lead communication in the workplace. The project is divided into three parts: 4. Project Assessment Part 1 Establish Communication Protocols BSBXCM501 PAGE \* MERGEFOR MAT 78

5. Project Assessment Part 2 Coordinate Effective Communication 6. Project Assessment Part 3 Review Communication Practices Tasks and activities in this project assessment require you to have access to a workplace or a similar environment. Forms and Templates Assessment forms and templates are provided in each task in this Project Assessment, unless otherwise specified. If you are currently in workplace, you may use similar forms and templates used by your organisation to complete the assessment. However, all requirements specified in the task must be included in your submissions. Task 1.1 Research Communication and Information Needs ASSESSMENT INSTRUCTIONS 1. Seek assistance from your supervisor to identify an opportunity to establish internal and external communication protocols. 2. To complete this task, you must research on internal and external information needs of your organisation 3. Access organisational documentation relevant to communication goals. Organisational document includes, but is not limited to the following: ▪ Business Plans ▪ Communication Policies and Procedures ▪ Staff handbook 4. Locate the Research Log found within this workbook. This outlines all the information required to complete this task. 5. Provide the following information in your Research Log based on the organisational documentation accessed: ▪ At least two organisational goals relevant to communicating organisational information ▪ For each goal indicated, you must include: o At least one internal communication need Internal communication needs are forms of communication within the workplace required to ensure BSBXCM501 PAGE \* MERGEFOR MAT 78

the proper flow of information across relevant personnel. This includes, but is not limited to the following ● Induction training ● Memorandums ● Reports o At least one external communication need External communication needs are forms of communication between the organisation and its external stakeholders (e.g. clients, suppliers, agencies, etc.) required to ensure proper flow of information across relevant personnel. This may include, but is not limited to the following: ● Newsletters ● Email blasts o At least one information need required for each communication need identified (internal and external) You are required to complete at least two Research Logs for this task— one for each organisational goal identified. 6. Research on effective ways to address each identified internal need and external communication need you identified in your Research Log . Based on your research, you must record the following information for each communication need identified in your Research Log : ▪ At least one resource used as reference for identifying information to address each communication need If you are using a published work cite your source using the APA format. If you are using an online source, provide the link to resource ▪ For each resource identified: o Outline the information gathered that will assist in meeting the communication need o Briefly explain how the information assists in addressing the communication needs identified. 7. Submit at least two completed Research Logs to your assessor. BSBXCM501 PAGE \* MERGEFOR MAT 78

Research Log Completed by Thaisa Miranda Organisation/Workplace Oakberry Date 25/05/2022 Organisational Goal Discover the number of monthly customers, and solicit comments from those customers. Internal Communication Need Communication Need Reports and memo Information Need The total number of customers that are helped each month External Communication Need Communication Need Responses from Customers Information Need Customer comments regarding the quality of the service they received Internal Communication Need Research Internal Communication Need Polls, rankings, and most recent information Resource Structures, departments, and records that are located within the organisation. Information Gathered from Resource Information collected internally regarding the monthly clientele Explanation of How Information Assists in Address Communication Need. The compilation of monthly reports on the number of consumers, which helps with the evaluation and measurement of the company's performance, is aided by the collection of data in the form of dates and records. BSBXCM501 PAGE \* MERGEFOR MAT 78

External Communication Need Research External Communication Need Responses From Customers Resource Email surveys sent to customers to gather feedback Information Gathered from Resource Evaluation of services provided to customers and their levels of satisfaction How information assists in meeting communication need People are able to acquire the skills necessary to communicate effectively with customers and to evaluate the level of service they receive. BSBXCM501 PAGE \* MERGEFOR MAT 78

Task 1.2 Develop Communication Protocols ASSESSMENT INSTRUCTIONS 1. To complete this task, you must develop communication protocols based on the communication and information needs identified in Task 1.1. 2. Review your organisational goals and internal and external communication needs outlined in your Research Log completed in Task 1.1. Use this information to assist you in completing this task. 3. Locate the Communication Protocols template found within this workbook. This outlines all the information required to complete this task. 4. The Communication Protocols template is divided into two parts. Instructions to complete each part are as follows: Part A. Communication Protocol Requirements Develop or structure at least one general communication protocol for each of your internal and external communication needs identified in Task 1.1. You must complete two copies of Part A Communication Protocol Requirements, one for internal communications and one for external communications. You may choose to develop new protocols OR structure already existing protocols to suit your identified communication needs, information needs and organisational goal. ▪ Identify the organisational goal relevant to your internal or external communication needs ▪ Outline each communication need relevant to your organisation goal as indicated in Task 1.1 ▪ For each communication need, identify the following: o Scope o Information need required to be communicated o Person responsible for communication o Method of communication o Audience of communication BSBXCM501 PAGE \* MERGEFOR MAT 78

o Frequency of communication Part B. Communication Protocol Details To complete Part B. Communication Protocols, you must: ▪ Identify at least one material required to support each of your communication protocols ▪ Identify at least one material required to implement each of your communication protocols ▪ Identify at least three diverse backgrounds that you need to adapt each of your communication protocols to The identified background for each communication can be the same for each communication protocol, so long as you identify three distinct backgrounds. ▪ Identify at least one way you can adapt each of your communication protocols to effectively communicate with at least three diverse backgrounds. Backgrounds include, but are not limited to the following: ● Employees with large age gaps ● CALD speakers ● Aboriginals/Torres Strait Islanders 5. Have your supervisor complete the Supervisor Declaration form found at the end of the Communication Protocols . This is to confirm that all information provided is accurate and true. 6. Submit your completed Communications Protocols to your assessor BSBXCM501 PAGE \* MERGEFOR MAT 78

Communication Protocols Completed by Thaisa Miranda Organisation Oakberry Date 25/05/2022 Internal Communication Protocols Organisati onal Goal • Raise your profile across social media platforms so that you can communicate with a larger number of potential new clients. • Determine the number of customers who visit your shop on a monthly basis and solicit their feedback. # Communic ation Need Scope Information Need Person Responsib le Method of Comm unicatio n Audienc e Frequency 1 Report Data analysis The total number of customers that are helped each month The manager of customer service Email Customer service personnel Once every two weeks 2 Commun ication within the marketin g team Conduct research on the files provided by the marketing departmen t. The characteristics of the intended audience are taken into consideration when developing strategies. Marketing manager Meetin gs Marketi ng team Monthly External Communication Protocols Organisati onal Goal • Raise your profile across social media platforms so that you can communicate with a larger number of potential new clients. • Determine the number of customers who visit your shop on a monthly basis and solicit their feedback. # Scope Communic ation Need Information Need Person Responsib le Mediu m of Comm unicatio n Audienc e Frequency

1 Customer \sfeedbac k Analyze client satisfaction surveys receive comments and feedback from customers regarding the service The manager of customer service Email Staff dedicate d to serving custom ers Once every two weeks 2 Social media communic ation Develop strategies for marketing via social media in order to increase the number of customers you have. The trends on social media, as well as the types of content that followers consume. Marketing manager Social media Marketi ng team Monthly

Communication Protocol Details Communication Protocol ● Simple mail transfer Protocol (SMTP) ● Use datagram protocol (UDP) ● Internet message access protocol (IMAP) ● File transfer protocol (FTP) Support Material R outing ,mapping of addresses, acknowledgements and formats of data. Implementatio n Material Internet,papers, computer hardware and software Background 1 Background Software specs Adjustment A software configuration or collection Background 2 Background Layering setup Adjustment Trespassing is a serious offense that won't be tolerated. Background 3 Background Configurations designed to prevent theft or protect sensitive data Adjustment Configurations designed to prevent theft or protect sensitive data SUPERVISOR DECLARATION TO THE SUPERVISOR By signing in the spaces provided below, you are confirming that all information provided above is accurate and factual. Furthermore, by signing below you confirm that the responses provided reflect the views of the organisation. Supervisor Name: Workplace/Organisation

Position: Signature:

Task 1.3 Prepare Materials for Communication Protocols ASSESSMENT INSTRUCTIONS 1. Review the materials to support and implement your communication protocols as indicated in your Communication Protocols template completed in Task 1.2. 2. To complete this task, you must prepare EITHER of the following for each communication protocol developed in Task 1.2: ▪ Material to support communication protocol OR ▪ Material to implement communication protocol Materials can include, but is not limited to the following: ▪ Applications that needed for the communication protocol ▪ Equipment (e.g. personal computers, printers, etc.) ▪ Devices required for communication (e.g. mobile phones, Wifi modem, etc .) You must secure proof that you have sufficiently prepared the support/implementation material for each communication protocol. This will be submitted as evidence at the end of the task. This includes, but is not limited to the following: ▪ Proof of purchasing the required materials ▪ Images of prepared material ▪ Video recording of preparation of material 3. Submit at least one evidence that you have prepared materials to support or implement each of your communication protocols to your assessor.

Task 2.1 Train Team on Communication Protocols ASSESSMENT INSTRUCTIONS 1. Seek assistance from your supervisor to identify an opportunity to coordinate effective communication within your team members. 2. To complete this task, you must conduct training on how to implement your developed Communication Protocols completed in Task 1.2 with at least two of your team members involved in the developed communication protocols. 3. Locate the following found within this workbook: ▪ Meeting Minutes Template 4. Conduct the training with at least two of your team members. Throughout the training you must: a. Explain each internal and external communication protocol you developed in the Communication Protocols from Task 1.2 . Explanation of each protocol must include the discussion of the following: i. Relevant organisational goal ii. Communication need iii. Information need iv. Person responsible for communication v. Audience of communication vi. Frequency of communication vii. Materials to implement protocol viii. Materials to support protocol b. Explain how each communication protocol should be applied when communicating with the each of the backgrounds. Explanation must be according to provisions set in your Communication Protocols from Task 1.2. c. Explain the advantages of communicating respectfully d. Explain importance of considering the needs of all when

communicating Record all discussion points in the Meting Minutes. 5. After the meeting, have each participant of your training sign the ‘Attendees’ section of your Meeting Minutes. All signatures must be handwritten. 6. Submit completed Meeting Minutes to your assessor.

Meeting Minutes Date: 25/05/2022 Time: 10:00 am Location: Google Meets Purpose of the meeting To have a discussion about the organization's communication practices and to streamline them. Facilitator Thaisa Miranda Attendees Please sign beside your name after the meeting. Nathan Curry Jason Walker Mila Young Agenda Item 1 Communication Protocols Discussion Simple mail transfer Protocol (SMTP) • Components that provide support for the protocol, such as an internet connection and training • Acquiring information requires a combination of in-house and outside resources. • Why is it necessary to follow this protocol, and what is the point of communicating in the first place? •It is the responsibility of the CEO as well as the managers of each department to ensure effective communication. • Other employees as well as stakeholders are the intended recipients of the communication. • Modifying this procedure so that it can accomplish a particular organizational goal: • The frequency of communication: this is a method of communication that is utilized quite frequently. • In order to put the protocol into action, you will need equipment related to information technology (IT), as well as a server and software. Agenda Item 2 Respectful and Considerate Communication Discussion It is essential for there to be positive communication in the workplace.

• Communication with employees should not be confused with communication with the company. • Increased cooperation, collaboration on projects, and successful completion of goals can all be contributed to by effective communication. • It can be utilized in almost every sector of the economy. Communication in the workplace is very important, and it is necessary to streamline communication within the workplace.

Observation Form (Assessor use only) Learner Name: Name of Workplace/ Organisation: Task Title Refer to task title. Date of Observation: Did the learner demonstrate the following during the training with their team members? Yes No Comments 1. Explain complex information to positively influence others Did the learner: ▪ Break down complex ideas to simpler key points ☐ ☐ ▪ Highlight points that can be done ☐ ☐ ▪ Avoid using negative words or statements (e.g. cannot, will not, unable to) ☐ ☐ ▪ Provide reassurance that they can assist in the case of difficulties ☐ ☐ 2. Motivate others to communicate respectfully Did the learner: ▪ Encourage practice of politeness, courtesy kindness ☐ ☐ ▪ Explain the implications of practicing empathy when communicating with others ☐ ☐ ▪ Explain how treating people equally will benefit everyone ☐ ☐ 3. Present information in a persuasive and professional manner Did the learner:

▪ Establishes and maintains rapport with audience (e.g. relating to audience, giving praise, celebrating success, etc.) ☐ ☐ ▪ Explaining benefits of protocols for the target audience ☐ ☐ ▪ Providing counterpoints to objections, if any ☐ ☐ ▪ Ask audience for any clarifications, enquiries or issues regarding information presented ☐ ☐ ▪ Use positive body language (e.g. using an open stance, maintaining appropriate eye contact with audience, etc.) ☐ ☐ OVERALL FEEDBACK TO LEARNER

Task 2.2 Address Communication Challenges ASSESSMENT INSTRUCTIONS 1. To complete this task, you must identify and address communication challenges of at least two of your team members. 2. Locate the Action Plan found within this workbook. This outlines all the information required to complete this task. 3. Consult the two team members you trained in Task 2.1 on communication challenges affecting them. Throughout your consultation you must: a. Identify at least three communication challenges faced by your team, with at least one from each of the following types: i. Either a conflict with team members OR clients ii. Either a potential risks OR hazards iii. Either unethical OR inappropriate communication You are only required to select one from each type of communication challenges outlined above. For example, if you identify a conflict between team members, you cannot identify a conflict with a client as your second communication challenge. b. Identify at least one communication barrier for each communication challenge Communication barriers are specific conditions or circumstances that directly cause challenges in communication. These include, but are not limited to the following: ▪ Physical disabilities (e.g. hearing disability, speech difficulty, etc.) ▪ Language differences ▪ Cultural differences (e.g. expression of emotions, personal space, etc.) c. For each communication barrier identified, provide the following information: i. At least one action item to address communication barrier

ii. Date to implement each action item iii. Anticipated result of each action item Record all information in your Action Plan. You must secure proof that you have consulted at least two team members. This is to be submitted as supplementary evidence to be submitted at the end of the task. Evidence includes, but is not limited to the following: ▪ Email correspondence ▪ Interview notes ▪ Video recording The information provided in your evidence must correspond to the information in your Action Plan for it to be considered sufficient. 4. Implement each of your identified action items to address your communication barriers as outlined in your Action Plan . Throughout your implementation, you must secure proof that you have sufficiently implemented each action item. This is to be submitted as supplementary evidence at the end of the task. Evidence includes, but is not limited to the following: ▪ Memo of revised practices ▪ Revised protocols to address each barrier ▪ Prepared guide to cross-cultural communication During implementation, update your Action Plan with the following information: ▪ Actual date of implementation ▪ Actual result of implementation 5. Submit the following to your assessor: a. Completed Action Plan b. Supplementary evidence for each of the following i. At least one as proof of consultation with at least two team members ii. At least three as proof of implementing action items to address communication barriers—one for each communication barrier

Action Plan Completed by Thaisa Miranda Workplace/Organisation Oakberry Date Completed 25/05/2022 COMMUNICATIO N CHALLENGE COMMUNICATIO N BARRIER ACTION ITEM DATE TO IMPLEMENT ANTICIPATED RESULT ACTUAL DATE IMPLEMENTE D ACTUAL RESULT Communication not suitable for the environment The problem is in the language. Instruction was provided. 05/06/2022 Work on your communicatio n skills with one another. 05/06/2022 Work on your communication skills with one another. Communication with customers is challenging. Cultural barrier A session of counselling has been arranged. 10/06/2022 The ability for customers to interact with one another should be improved. 10/06/2022 The ability for customers to interact with one another should be improved. Your insufficient proficiency in the art of communication is preventing you from achieving your full potential in the business world. Attitude barrier The planning of workshops on organisation al behaviour is currently underway. 15/06/2022 Enhance your ability to communicate with others. 15/06/2022 Enhance your ability to communicate with others.

Task 3.1 Review Communication Practices ASSESSMENT INSTRUCTIONS 1. Locate the following found within this workbook: ▪ Communication Log You will use this to record feedback from on communication practices. ▪ Continuous Improvement Log This will be used to document areas of improvement in communication practices Review these templates and the instructions that follow before conducting the task. 2. Seek assistance from your supervisor to identify EITHER of the following relevant to communication goals identified in Task 1.1: ▪ At least two organisational communication practices , which must include at least one practice relevant to negotiations OR ▪ At least two team communication practices , which must include at least one practice relevant to negotiations You must secure at least one proof of your correspondence with relevant personnel in identifying the organisational/team practices. This will be submitted as supplementary evidence at the end of the task. Evidence includes, but is not limited to the following: ▪ Email ▪ Meeting Minutes ▪ Interview notes 3. Seek feedback on your identified communication practices to manage outcomes of communications and negotiations from at least three relevant stakeholders. Relevant stakeholders refer to people you have communicated with using your identified organisational/team communication practices. These include, but are

not limited to the following: ▪ Past clients who you negotiated with ▪ Work team members ▪ Line supervisors Feedback includes, but is not limited to the following: ▪ Identifying issues that make it difficult to communicate ▪ Identifying strengths and weakness of current practices based on experience ▪ Discussing areas improvements to current practices Record feedback from each source on your Communication Log . You must use one entry for each source. Each entry must contain the following information: ▪ Stakeholder Name ▪ Position ▪ Date of communication ▪ Feedback on communication practice/s The content of the feedback you receive will depend on the needs of your organisation. However, you must ensure that your Communication Log includes each of the following: o At least one feedback on your negotiation practice o At least one feedback on your communication practice You must secure at least one proof of correspondence with each source, which includes date communication was conducted. This will be submitted as supplementary evidence at the end of the task. Evidence includes, but is not limited to the following: ▪ Email ▪ Meeting Minutes ▪ Interview notes Dates on your evidence must correspond to the dates and information provide in your Communication Log. 4. Based on the feedback received, record the following on the Continuous Improvement Log :

▪ Identified organisational/team communication practices This must be same practices identified in Step 3. ▪ At least one area of improvement for each communication practice identified Information must be based on feedback gathered from relevant stakeholders as outlined in your Communication Log . ▪ At least one action item for each area of improvement identified ▪ For each action item identified, identify the following: o Anticipated implementation date o Anticipated result You are to leave the ‘Actual Date,’ ‘Actual Result,’ and ‘Signature’ columns blank. These will be completed in a succeeding task. 5. Submit the following to your assessor: ▪ Completed Communication Log ▪ Partially completed Continuous Improvement Log ▪ Supplementary Evidence, which must include the following: o At least two as proof assistance provided by supervisor to identify organisational/team communication practices o At least three as proof of feedback from relevant stakeholders, one from each stakeholder

Communication Log Completed by Thaisa Miranda Workplace/Organisation Oakberry Communication Practices Communication Practice Collaborate Negotiation Practice Dialogue Stakeholder Name Position Date Feedback Nathan Curry Marketing 26/05/2022 The communication among the team has to be more well- coordinated. Jason Walker Marketing 27/05/2022 It is important to work on improving the team's ability to communicate. Mila Young Customer Service 28/05/2022 Increased active listening should take place amongst members of the team. *Add more rows as needed*

Continuous Improvement Log Completed by Thaisa Miranda Organisation/Work place Oakberry ORGANISATIONAL/ TEAM COMMUNICATION PRACTICE AREA OF IMPROVEME NT ACTION ITEM ANTICIPA TED DATE ANTICIPAT ED RESULT ACT UAL DAT E ACT UAL RES ULT SIGNAT URE Enhance your ability to communicate with others. Communicat ion within the team Guidance, mentorin g and training 05/06/202 2 The team's ability to communic ate and work together has become much simpler as of late. Improve the collaboration process Communicat ion within the team Guidance, mentorin g and training 10/06/202 2 The team's ability to communic ate with one another and to collaborate has become much simpler in recent times. Develop your skills as an active listener. Communicat ion within the team Guidance, mentorin g and training 15/06/202 2 The team's ability to communic ate and work together has become much simpler as of late.

Task 3.2 Implement Improvements to Communication Practices ASSESSMENT INSTRUCTIONS 1. To complete this task, you must implement the action items identified in your Continuous Improvement Log from Task 3.1. 2. Implement each action item to improve communication practice identified in your Continuous Improvement Log. You must secure at least one proof that you have sufficiently implemented each action item in your Continuous Improvement Log . This will be submitted as supplementary evidence at the end of the task. Evidence includes, but is not limited to the following: ▪ Emails ▪ Meeting Minutes ▪ Memos 3. Update your Continuous Improvement Log with the following information for each action item implemented: ▪ Actual date ▪ Actual result 4. Have your supervisor sign on the ‘Signature’ column of your Continuous Improvement Log for each action item implemented. This is to ensure that all responses are accurate and factual. 5. Submit the following to your assessor: ▪ Completed Continuous Improvement Log ▪ At least two pieces of supplementary evidence of your implementation of each action item, one for each action item

Task 3.3 Mentor Team ASSESSMENT INSTRUCTIONS 1. To complete this task, you must mentor your team on improved organisation/team communication practices implemented in Task 3.2. 2. Locate the Mentoring Plan template found within this workbook. This outlines all the information required to complete this task. Review this and the instructions that follow before conducting this task. 3. Organise a meeting with the two team members you met with in Task 2.1 to identify learning needs relevant to your communication process. 4. Conduct the meeting with your team members. During your meeting you must: ▪ Identify at least one communication goal identified in Task 1.1 each team member needs assistance in achieving. ▪ Identify at least one learning need required to achieve the team member’s identified learning goal. ▪ For each learning need, identify the following: o Mentoring activity Mentoring activities include, but are not limited to the following: ● Job shadowing ● Role play activities ● Coaching o For each mentoring activity, identify the following ● Anticipated date of implementation of mentoring activity ● Anticipated result of mentoring activity You must secure at least one proof that you have met with each team member. This will be submitted as supplementary evidence at the end of the task. Evidence includes, but is not limited to the following:

▪ Emails ▪ Meeting Minutes ▪ Memos You are to leave the ‘Actual Date,’ Actual Result,’ and ‘Signature’ columns blank. This will be completed in the following steps. 5. Conduct mentoring activities for each team member as outlined in your Mentoring Plan . Throughout your implementation, you must secure at least one proof of implementation of each mentoring activity. This will be submitted as supplementary evidence at the end of this task. This includes, but is not limited to the following: ▪ Meeting Minutes ▪ Interview Notes ▪ Video recording of role play activities If recording using a video, ensure to obtain permission first from persons involved before doing so. Update your Mentoring Plan with the following information for each mentoring activity conducted: ▪ Actual date of implementation ▪ Actual outcome of implementation 6. After providing mentoring, have each team member sign on ‘Signature’ section of the Mentoring Plan . This is to ensure that the mentoring has been sufficiently provided. All signatures must be handwritten. 7. Submit the following to your assessor: ▪ Completed Mentoring Plan ▪ Supplementary evidence for each of the following: o At least one as proof that you have met with at least two team members o At least two as proof of providing mentoring to each team member—one for each team member mentored

Mentoring Plan Completed by Thaisa Miranda Organisation/Workplace Oakberry TEAM MEMBE R COMMUNICATI ON GOAL LEARNING NEED MENTORI NG ACTIVITY ANTICPAT ED DATE ANTICIPAT ED RESULT ACTU AL DATE ACTUAL RESULT SIGNATU RE Mathew Enhance your capacity for active listening Hold off for a little while longer and focus on what the conversatio n of the other people around you is about. Exercises in attentive active listening 25/05/2022 When carrying out an action or activity, it is important to take into considerati on what others are saying. 25/05/ 2022 When carrying out an action or activity, it is importa nt to take into consider ation what others are saying. Mathew Stephen Develop your ability to work with others. Acquiring the skills necessary to work effectively in a group setting while maintainin g respect for the perspective s of others Participate in activities as a group. 25/05/2022 When carrying out an action or activity, it is important to be open to the suggestion s of other people and to incorporat e those suggestion s. 25/05/ 2022 When carrying out an action or activity, it is importa nt to be open to the suggesti ons of other people and to incorpor ate those suggesti ons. Stephen

Part B: Case Study This assessment will require you to present and negotiate persuasively The assessment is divided into one part: 1. Case Study Assessment Part IV Present and Negotiate Persuasively This section includes hypothetical situations based on the simulated business, Bounce Fitness <https://bouncefitness.precisiongroup.com.au/>. Username: albrightlearner Password: albright@123 Forms and Templates Assessment forms and templates are provided in each task in this Case Study Assessment, unless otherwise specified. You may use similar forms and templates you’re familiar with to complete the assessment. However, all requirements specified in the task must be included in your submissions.

Present and Negotiate Persuasively Task Overview This part of the project requires you to present and negotiate persuasively. Specifically, you are required to: ▪ Identify and use a variety of communication styles relevant to varying audiences ▪ Present information in a succinct, clear and persuasive manner ▪ Evaluate differences in perspective and critically examine outcomes ▪ Negotiate towards a final outcome with a focus on key outcomes ▪ Confirm and implement outcomes of negotiation or communication using appropriate methods Resources Required: To complete this project, you will need access to the following: ▪ A simulated workplace environment that will allow you access to: o Volunteers to participate in assessment activities, including: ● At least two to play fitness instructors ● At least two to play clients ● At least two to play staff members ▪ Video camera or a mobile phone with video recording capabilities ▪ A safe environment to conduct the role play activity

Part B: Case Study Overview Time for a Change You are currently working as a Centre Manager in Bounce Fitness. Management plans to register Bounce Fitness to Fitness Australia. This requires a number of changes to be implemented in the organisation. Some of which include: ▪ Having all fitness instructors currently employed to undergo training for a Certificate IV in Fitness to continue working under Bounce Fitness. ▪ An upgrade to current facilities to follow current standards ▪ Increasing overall membership price to accommodate the upgrades to services and facilities Management wants to limit the negative effects of undergoing such a drastic change. They have instructed all centre managers to communicate the details of the change to their fitness instructors and clients. Management needs centre mangers to relay changes that will happen in the upcoming months, as well as convince all relevant stakeholders of the benefits of the upgrades. Review this and the case study scenarios outlined below before starting Task 4.1. Class is in Session Two of your fitness instructors are not pleased with the current situation. Their chief complaint is that they don’t have enough time to complete all the requirements of the required certification. They do not know how they will be able to manage their current workload with the additional requirements from the course work, while also balancing personal matters. If things went their way, they would want to be able to use some of their current work hours for their additional training. Additionally, they don’t want to be heavily restricted to less than four months. The only thing they are firmly against is being forced to complete the course work in two months. It’s too straining on them. Management understands the viewpoint of the fitness instructors and wants you to communicate the following information to them: ▪ The organisation will cover all expense for the training, this includes:

o Full tuition o Transportation expenses o Food expenses ▪ Fitness instructors will be able to choose if they will want to apply for a Recognition of Prior Learning or take the full unit of competency. ▪ Fitness instructors can determine the schedule of their training based on their individual needs, so long as they are able to complete their assessments within a 3-Month period. Extensions can be negotiated. From the negotiation, management would want to have all fitness instructors to agree to their set requirements. However, they can adjust some details such as the assessment period. The only thing management cannot agree to is having fitness instructors use work hours for their individual training. According to management, majority of the fitness instructors relate more to end goals, rather than to the step-by-step procedures. They are more big-picture thinkers, so it will make it easier to concentrate on the overall benefits of the new requirements on their own personal goals. Access the character brief required for this case study scenario from the link provided below: Class is in Session Character Brief https://bouncefitness.precisiongroup.com.au/supplementary-files/cross-sector- bsbxcm501/ Provide your volunteers a copy of the character brief before conducting your role play activity. Flexing with Clients Part of the change required by Bounce Fitness is communicating with clients the modifications made to the organisation. You must hold a focus group discussion (FGD) with one of the groups Management plans to impose the following changes to its processes that you will need to consult with the clients: ▪ Bounce will impose a $50 increase to the membership fee that can be paid in instalments based on current payment plan. This is to compensate to the

improvements to be done to the facilities ▪ Bounce will have less workforce for the next few months to accommodate to the training that each fitness instructor must undergo ▪ Some areas of the centres might be unavailable due to upgrades to facilities ▪ Though Bounce Fitness will be undergoing some changes for the coming months, it is so that Bounce Fitness can provide the highest quality of service to the customers. From previous market research, the current clients are sensitive to price changes, so large changes to the membership fees might turn them off. However, if the change in prices are reasonable and you provide them with a flexible payment plan, the clients might accommodate the change in fees. Current clients are very concerned with the quality of service and value for their money spent on the fitness centre, so it is important to be very explicit on how Bounce Fitness aims to improve overall customer experience with the changes. From past FGDs, current customers are more process-oriented. If you can communicate the steps required to reach the desired outcome, customers will respond more positively. It is suggested that you be more specific with what’s currently happening and why it’s happening so that customers gain more clarity and understanding on how the changes are still focused on them. Management’s ideal situation is to be able to transition with the change without having to lower down price increase. However, if the clients feel that the price increase is too steep, management will be able to decrease total price increase. Management cannot, however, accept a situation wherein the prices are not increased at all. Access the character brief required for this case study scenario from the link provided below: Flexing with Clients https://bouncefitness.precisiongroup.com.au/supplementary-files/cross-sector- bsbxcm501/ Provide your volunteers a copy of the character brief before conducting your role play activity.

Shifting the Weight There’s a minor conflict between your fitness instructor and a receptionist. The dispute is due to a miscommunication about the fitness instructor’s shift schedule and external training. You need to resolve the conflict between the two and provide action items, before reporting to management. Management needs you to communicate the following information: ▪ Employees will be suspended for a week to reflect on their actions ▪ Management will discuss this case to determine the next steps to take for the fitness instructor From initial reports, the receptionist accidentally recorded the schedule incorrectly, resulting in the fitness instructor’s shift and training getting scheduled on the same time. This led to the fight between the two. Ideally, management wants you to defuse the situation and have the two on working terms after sorting out their issues. However, if this isn’t possible, management can set up schedules so that the two can avoid interacting with each other. Management cannot promise that the two will never interact; current staffing capacity will not allow this. From what you gathered, the two are very resistant reconciling. They would like to be placed on separate shifts so that they don’t have to work with each other. Both are very clear that they will approve of any other situation except their current working situation, which requires both of them to work with each other their entire shift. Despite being on opposite ends of the dispute, the two share very similar ways of communicating. Both are very facts driven. They are both very meticulous with their work and very logical when they are explaining situations. However, you have noticed that they both get very frustrated when something does not follow their own logic. This issue should influence how the meeting with the two should pan out. Access the character brief required for this case study scenario from the link provided below: Shifting the Weight Character Brief https://bouncefitness.precisiongroup.com.au/supplementary-files/cross-sector-

bsbxcm501/ Provide your volunteers a copy of the character brief before conducting your role play activity.

Task 1: Communicate and Negotiate Effectively ASSESSMENT INSTRUCTIONS 1. To complete this task, you must conduct a role play activity for each case study scenario outlined above. The following instructions equally apply to all scenarios. 2. Locate the following found within this workbook: ▪ Meeting Brief ▪ Meeting Minutes Template ▪ Action Plan ▪ Observation Form This outlines all the skills you must demonstrate throughout this task. Read this and the instructions that follow before conducting your role play activity. You must prepare a set of the outlined template for each role play activity conducted. 3. Complete the Meeting Brief to prepare for the role play activity. Provide the following information based on the corresponding case study scenario: ▪ Name of selected case study ▪ Type of communication to be undertaken ▪ Target audience of your communication ▪ Communication style appropriate to your audience You must identify a different communication style for each role play activity conducted.

▪ Information that you must present to the audience ▪ Management’s perspective, which must include at least one of each of the following: o Need The need is required outcome of the party from the communication/negotiation. o Want The want is the most favourable outcome most ideal outcome of the party from the communication/negotiation o Fear Fears are circumstances or requirements that will lead to the party withdrawing from the communication/negotiation. ▪ Audience’s perspective, which must include at least one of each of the following: o Need o Want o Fear ▪ Evaluate the difference between management’s perspective and audience’s perspective Evaluation includes, but is not limited to the following: ▪ Identifying where portions of management’s perspective and audience’s perspective intersect ▪ Relate management’s needs with needs of audience ▪ Identify areas where audience and management’s perspective clashes ▪ Based on your evaluation, identify at least one key outcome of the communication/negotiation that would appeal to both management and audience. You must complete the Meeting Brief and provide a copy to your assessor before conducting each role play activity. Your assessor will use this to assist in completing the Observation Form . 4. Arrange a time with your assessor to observe you in conducting the meeting. Provide them a copy of the Observation Form before conducting your meeting. If direct observation is not possible, record the training in a video. Ensure to obtain

permissions first from the organisation and persons involved before doing so. 5. Conduct a role play activity. During each role play you must: ▪ Present the information as outlined in your Meeting Brief ▪ Negotiate towards an outcome based on key outcome you have identified in your Meeting Brief. ▪ Identify outcome of your meeting ▪ Confirm the outcome of your meeting ▪ Identify the following based on the outcome identified: ▪ At least one action item to implement agreed outcome Your identified action item must be appropriate to the outcomes of your negotiation or communication from Task 4.1 You must ensure that you are able to implement each action item identified. ▪ For each action item, identify the following ● Anticipated date of implementation ● Anticipated result Record discussion in the Meeting Minutes 6. Have each participant of your meeting sign the ‘Attendees’ section of the Meeting Minute . All signatures must be handwritten. 7. Submit the following to your assessor: ▪ Three Meeting Briefs – one for each role play activity conduced ▪ Three Meeting Minutes template – one for each role play activity conducted Secure a copy of each of your completed Meeting Minutes . This will be used to assist you in completing the next task.

Meeting Brief To the assessor: Learner must submit at least three copies of the Meeting Brief —one for each role play activity conducted. Completed by Thaisa Miranda Organisation/Workplace Bounce Fitness Date 25/05/2022 Case Study Selected “Class is in Session” Type of Communication Verbal Target Audience Staff members working at the bounce fitness gym Communication Style Assertive Information to be Presented The significance of the new certifications and courses, as well as the impact that earning those certifications and completing those courses would have on their profile and career moving forwards.

Management Perspective Need Employee's requirements Want Concern on the Part of the Employees Fear The retention of employees Audience Perspective Need Management's policies and procedures Want Personal agendas Fear Squandering the possibility Evaluation By taking into account all of the potential outcomes. Key Outcome Alterations made to the shift schedule and work hours. To make adjustments to the management of time by both employees in such a way that neither their training nor their jobs are put in jeopardy.

Meeting Minutes Date: 25/05/2022 Time: 10 AM Location: Google Meets Case Study Selected “Class is in Session” Purpose of the meeting There were two people who needed to figure out how to better manage their time. Learner Name Thaisa Miranda Attendees Please sign beside your name after the meeting. Ella Watt Jason Willians Agenda Item 1 Discussion During the shift, adjustments are made. In order to guarantee that nobody at the company will be deprived of the opportunity to participate in the recently introduced certification training. To be of assistance to them, their managers have consented to rearranging their work schedules and paying for their own education, which will allow them to receive additional instruction.

Observation Form (For Assessor’s Use Only) Learner Name: Name of Workplace/ Organisation: Task Title Refer to task title. Case Study Scenario Date of Observation: Did the learner demonstrate the following during their role play activity? Yes No Comments 1. Use the communication style as outlined in their Meeting Brief ☐ ☐ 2. Present the information consistent with their response in the ‘Information to Present’ of their Meeting Brief ☐ ☐ 3. Present information in a clear and succinct manner. Did the learner: ▪ Provides information in clear and logical manner ☐ ☐ ▪ Use specific communication methods that suit communication style (e.g. using statistics for the functional style or focusing on overall goals for intuitive style) ☐ ☐ ▪ Keep discussion around identified key points. ☐ ☐

4. Use appropriate negotiation techniques towards a final outcome with a focus on the key outcome identified in their Meeting Brief Did the learner: ▪ Use active listening skills (e.g. Apply an open posture, nod to signal understanding, paraphrasing to clarify understanding.) ☐ ☐ ▪ Relate to audience’s emotions to persuade them to agree to your proposal ☐ ☐ ▪ Exhibit confidence to show audience that the key outcome they propose is the best choice. ☐ ☐ 5. Present information in a persuasive and professional manner Did the learner: ▪ Establishes and maintains rapport with audience (e.g. relating to audience, giving praise, celebrating success, etc.) ☐ ☐ ▪ Explaining benefits of protocols for the target audience ☐ ☐ ▪ Providing counterpoints to objections, if any ☐ ☐ ▪ Ask audience for any clarifications, enquiries or issues regarding information presented ☐ ☐ ▪ Use positive body language (e.g. using an open stance, maintaining appropriate eye contact with audience, etc.) ☐ ☐ OVERALL FEEDBACK TO LEARNER .

Task 2: Implement Negotiated Outcomes ASSESSMENT INSTRUCTIONS 1. To complete this task, you need to implement the negotiated outcome of each role play activity conducted in Task 3.1. 2. Locate the Action Plan template found within this workbook. This outlines all the information you need to complete this assessment. 3. Review each of the Meeting Minutes completed for each role play conducted in Task 3.1. Use the information here to complete your Action Plan template. 4. Record the following on the Action Plan template based on the information from each Meeting Minutes reviewed: ▪ Final outcome of each reviewed Meeting Minutes ▪ At least on action item for each final outcome identified that you can implement as outlined in Task 4.1. Your identified action item must be appropriate to the outcomes of your negotiation or communication from Task 4.1 You must record at least three action items, one for each of the case study scenarios outlined in Task 4.1 ▪ Anticipated date of implementation for each action item ▪ Anticipated result of each action item Leave the ‘Actual Date of Implementation,’ ‘Actual Result,’ and ‘Signature,’ columns blank. This will be completed in the following step. 5. Simulate the implementation each action item outlined in your Action Plan. Simulation of implementation includes, but is not limited to the following: ▪ Role play activity of training or a coaching activity ▪ Simulated email to arrange a meeting or conference

During the implementation, you must secure at least one proof of your implementation. This will be submitted as supplementary evidence at the end of the task. Evidence includes, but is not limited to the following: ▪ A video recording of your role play activity ▪ Email correspondence of arranging your meeting or conference Discuss with your supervisor the appropriate evidence for each of your action items identified. Update the following columns on your Action Plan based on each action item implemented: ▪ Actual date of implementation ▪ Actual Result 6. Have your supervisor sign on the ‘Signature’ column of your Action Plan for each action item implemented. This is to ensure that all responses are accurate and factual. 7. Submit the following to your assessor: ▪ Completed Action Plan ▪ At least three pieces of supplementary evidence of implementation—one for each action item.

Action Plan Completed by Thaisa Miranda Workplace/Organisation Bounce Fitness FINAL OUTCOME ACTION ITEM ANTICIPATE D DATE ANTICIPATE D RESULT ACTUAL DATE ACTUAL RESULT SIGNATURE Make some adjustments to the shift schedule. Make roster adjustments. 25/05/2022 Enhance both your knowledge and your abilities. 25/05/2022 Enhance both your knowledge and your abilities. Thaisa

Assessment Workbook Checklist The learner has completed the Short Answer Questions in this workbook ✔ Short Answer Questions ◻ The learner has completed the Practical Assessments in this workbook and has submitted all the required evidence: ✔ Project Assessment Task 1.1 Research Communication and Information Needs Research Logs ◻ Task 1.2 Develop Communication Protocols Communication Protocols ◻ Task 1.3 Prepare Materials for Communication Protocols Evidence of Prepared Materials ◻ Task 2.1 Train Team on Communication Protocols Meeting Minutes ◻

Task 2.2 Address Communication Challenges Action Plan ◻ Supplementary Evidence of the following: At least one as proof of consultation with at least two team members ◻ At least three as proof of implementing action items to address communication barriers—one for each communication barrier ◻ Task 3.1 Review Communication Practices Communication Log ◻ Partially Completed Continuous Improvement Log ◻ Supplementary Evidence of the following: At least two as proof assistance provided by supervisor to identify organisational/team communication practices ◻ At least three as proof of feedback from relevant stakeholders, one from each stakeholder ◻ Task 3.2 Implement Improvements to Communication Practices Completed Continuous Improvement Log ◻ At least two pieces of supplementary evidence of your implementation of each action item, one for each action item. ◻ Task 3.3 Mentor Team ◻ Mentoring Plan Supplementary Evidence of the following: At least one as proof that you have met with at least two team members ◻ At least two as proof of providing mentoring to each team member—one for each team member mentored ◻

Case Study Task 4.1 Communicate and Negotiate Effectively Three Meeting Briefs ◻ Three Meeting Minutes ◻ Task 4.2 Implement Negotiated Outcomes Action Plan ◻ At least three pieces of supplementary evidence of implementation—one for each action item. ◻ Record of Assessment Assessment Details Learner Course Code Unit of Competency BSBXCM501 - Lead communication in the workplace Assessor Name RTO 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 ◻ ◻ Short Answer Question 20 ◻ ◻

Project & Case Study Assessment Part A: Part I Task 1 Research Communication and Information Needs ◻ ◻ Part A: Part I Task 2 Develop Communication Protocols ◻ ◻ Part A: Part I Task 3 Prepare Materials for Communication Protocols ◻ ◻ Part A: Part II Task 1 Train Team on Communication Protocols ◻ ◻ Part A: Part II Task 2 Address Communication Challenges ◻ ◻ Part A: Part III Task 1 Review Communication Practices ◻ ◻ Part A: Part III Task 2 Implement Improvements to Communication Practices ◻ ◻ Part A: Part III Task 3 Mentor Team ◻ ◻ Part B: Task 1 Communicate and Negotiate Effectively ◻ ◻ Part B: Task 2 Implement Negotiated Outcomes ◻ ◻ Assessor’s Comments Remarks/feedback Details of further evidence required

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 End of Document