| ASSESSMENT TOOL | |
| Qualification: | BSB50420 Diploma of Leadership and Management |
| Cluster number and name: | LMD-20_5.1_Communication |
| Units of competency: | BSBCMM511 Communicate with influence |
| Student’s ID: | Please advise all students to insert their ID this column and on all pages, they submit. |
| Assessor’s name: | Please ensure your name or assessor name is inserted. |
ASSESSMENT TASK 1 – KNOWLEDGE QUESTIONS
| Assessment task instructions: This is the first assessment task which consists of a case study, research and written questions. You must complete 7 questions in this task to the required levels specified to gain “Satisfactory” outcome. Purpose of the assessment task: • You must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of: • industry, media and government organisations, events and communication channels that are relevant to the organisation • cross-cultural communication • techniques for negotiation, mediation, conflict resolution and incident de-escalation • structured and inclusive meeting procedures • organisational policies and procedures relevant to: • presenting and negotiating • leading and participating in meetings • making presentations • communication tone, structure, style and impact on others • relevant organisational policies and procedures on confidentiality of information.: Assessment conditions and resources: • This knowledge task is untimed and conducted as open book assessment (this means you can refer to textbooks during or research the questions on the internet when answering). • You must read and respond to all questions and demonstrate that you have completed the questions independently. • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work. |
QUESTIONS
- Communication channels are the means through which people in an organization communicate. Refer to the following communication channels and explain these and when they are used. (Guide: 200 – 250 words in total)
| Face-to-Face or Personal Communication | |
| Broadcast Media Communications | |
| Mobile Communications Channels | |
| Electronic Communications Channels | |
| Written Methods of Communication |
- Cross-cultural communication is important in any organisation. Explain cross-cultural communication and the importance of it. (Guide: 60 – 80 words)
- Issues can often de-escalate in a meeting. As a manager, what techniques can you use to negotiate, mediate, resolve conflict to prevent an incident in an organisation from escalating further during a meeting. (Guide: 50 – 100 words)
- Meetings are vitally important in any organisation as meetings help people feel included, trusted, and that they are important team members, as well as giving them the opportunity to contribute to the success of our companies. Explain how you can ensure that your meetings are structured and inclusive.
| Structured meeting | |
| Inclusive meetings |
- Explain the organisational policies and procedures which are relevant to presenting and negotiating, leading and participating in meetings and making presentations. (Guide: 5 to 6 points)
- Why is tone, structure and style important in communication including written communication and explain how it can have an impact on others. (Guide: 100 to 150 words)
- Why do organisation have policies and procedures on confidentiality of information. (Guide: 50 to 100 words)
ASSESSMENT TASK 2 – IDENTIFY COMMUNICATION REQUIREMENTS AND NEGOTIATE TO ACHIEVE AGREED OUTCOMES
| Assessment task instructions: • This is the second (2nd) unit of assessment task you have to successfully complete to be deemed competent in this unit of competency. This task consists of a case study based on Australian Hardware. You can access this virtual company via accessing the link http://australianhardware.simulations.australiantrainingproducts.com.au/ where you will find all company documents, vision and mission statements. Some of these documents have been downloaded for you from the intranet. Purpose of the assessment task: • • You must be able to demonstrate your ability to: • Confirm authority to present material on behalf of an organisation or work area, according to organisational policies and procedures • Identify information that may be subject to confidentiality and manage appropriately • Identify information needs of audience and prepare a position in line with purpose of communication • Identify objectives of negotiation, and needs and requirements of stakeholders • Identify and document potential issues and problems • Prepare positions and supporting arguments according to objectives • Communicate with stakeholders, and establish areas of common ground and potential compromise • Confirm and document outcomes of negotiation .: Assessment conditions and resources: • This knowledge task is untimed and conducted as open book assessment (this means you can refer to textbooks during or research the questions on the internet when answering). • You must read and respond to all questions and demonstrate that you have completed the questions independently. • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work. |
| CASE STUDY – AUSTRALIAN HARDWARE Australian Hardware provides the best quality hardware, homewares, garden supplies and building materials from Australia and the world. Australian Hardware opened its first store under the name of Percy’s Home Goods in George St Sydney in 1921. Percy’s Home Goods initially specialised in the manufacturing and sale of small household furniture. The company founder, Percy Greenwright, ran the store as a family business. The business quickly expanded from one to four stores across Sydney’s northern and western suburbs. The stores employed the equivalent of 60 full-time staff by the beginning of 1928. All of which were either family members or friends. The business has continued to expand to now have 138 stores and approximately 10,000 staff across the country. Australian Hardware’s products include hardware, garden products, paint, homewares, tools and outdoor products. Refer to the following link to read more about Australian Hardware: http://australianhardware.simulations.australiantrainingproducts.com.au/australianhardware.simulations.learn.com.au/products.html Wollongong is a growing area and there has been a number of hardware operators who have opened up shop in the area. The store manager of the Australian Hardware store in Wollongong would like to expand its business operations and compete with these other hardware shops. The store manager has decided meet with the manager of each of the department which includes hardware, garden products, paint, homewares, tools and outdoor products and deliver the operational plan for the future. The store manager would also like to include the sales consultants as well in the meeting to discuss the operational plan. The Chief Executive Officer (CEO) and the Chief Financial Officer (CFO) and the General Manager (GM) have met with you and reviewed your Operational Plan and would like you to: decrease the staff sales training cost from $100,000 per year to $80,000 to increase the foot traffic from 1,000 as per your Operational Plan to 1,500 per day per store increase website traffic from 20,000 visits per day to 20,500 visits per day. The CEO and CFO would like to see a rapid increase in revenue as well to at least 15% increase. You have indicated a 10% increase would be more feasible. The CEO and CFO have asked you to prepare a report and meet with the CEO, CFO and General Manager (GM) to discuss the operational plan and the stakeholders you would be presenting to. |
- Prepare a report for the CEO, CFO attend GM. In your report you must include the following points:
- confirm the operational plan you will be discussing with your team
- Confirm authority who will sign off on the operational plan which will be presented on material on behalf of Australian Hardware as per Australian Hardware’s policies and procedures.
- identify information from the Operational Plan that may be subject to confidentiality and explain how you are going to manage it appropriately
- identify and inform the Chief Executive Officer who will be the audience you will be presenting to and why you would like to include the sales consultants as well.
- information needs of audience and how you are going to communicate with them.
- Identify objectives of negotiation and the needs and requirements of your stakeholders.
- Potential issues and problems you envisage or foresee
- Prepare positions and supporting arguments according to objectives
Your report must be well formatted and prepared professionally and include:
- Title section – include the name of the author and the date of the report preparation.
- Introduction – include an introduction of why you are preparing the report and what it is about.
- Body – main part of the body which should include points a) to h)
- Summary – include a summary of major points, conclusions and recommendations.
Guide: 550 – 600 words
- Once you have prepared your report, you must meet and discuss your report with the CEO, CFO and GM. Your discussion must include the following:
- decrease the staff sales training cost from $100,000 per year to $80,000
- to increase the foot traffic from 1,000 as per your Operational Plan to 1,500 per day per store
- increase website traffic from 20,000 visits per day to 20,500 visits per day.
- The CEO and CFO would like to see a rapid increase in revenue as well to at least 15% increase. You have indicated a 10% increase would be more feasible.
In your meeting you are to communicate with the stakeholders, and establish common ground and potential comprise. Your assessor will act as the CEO, and your colleagues will act as the CFO and GM.
Prior to your meeting you must meet with your assessor who will review your report and provide you with feedback. Your assessor will also organise a date for you to conduct your meeting. This is to ensure that the ideas in your report are your own and prepared independently.
- Once you have concluded the meeting, confirm and document outcomes of your negotiation using the meeting minutes template below.
| MEETING MINUTES | |||
| Date of meeting | Chair | Time: | Venue: |
| Present: | |||
| Apologies: | |||
| No | Item | Action items (if any) | Responsibility |
| 1 | |||
| 2 | |||
| 3 | |||
ASSESSMENT TASK 3: PARTICIPATE IN AND LEAD MEETINGS
| Assessment task instructions: • • This is the third (3rd) unit of assessment task you have to successfully complete to be deemed competent in this unit of competency. This task continues from the case study based on Australian Hardware from task 2. Purpose of the assessment task: • • You must be able to demonstrate your ability to: • Confirm authority to present material on behalf of an organisation or work area, according to organisational policies and procedures • Identify information that may be subject to confidentiality and manage appropriately • Identify information needs of audience and prepare a position in line with purpose of communication • Identify objectives of negotiation, and needs and requirements of stakeholders • Identify and document potential issues and problems • Prepare positions and supporting arguments according to objectives • Communicate with stakeholders, and establish areas of common ground and potential compromise • Confirm and document outcomes of negotiation .: Assessment conditions and resources: • This knowledge task is untimed and conducted as open book assessment (this means you can refer to textbooks during or research the questions on the internet when answering). • You must read and respond to all questions and demonstrate that you have completed the questions independently. • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work. |
- You now have permission from management to go ahead with meeting your team to present the future direction of the store and present the operational plan.
Send an email to all the department managers (hardware, garden products, paint, homewares, tools and outdoor products) and sales consultants and advise them of a meeting you would like to hold with them. In your email you must identify the need for the meeting and ask for their availability to schedule a meeting.
(Guide: 150 – 200 words)
| EMAIL TEMPLATE To: From: Date: Subject: |
- Your team have come back to you and advised you that they would be available for a meeting at the end of the week. You are to prepare an agenda and PowerPoint of key points you discussed at your management meeting in task 2 and email it to all the stakeholders. Use the template below to prepare the agenda. Attach a copy of the Agenda and PowerPoint to this task (Guide: 80 – 100 words for agenda and 5 – 6 slides for the PowerPoint)
| MEETING AGENDA | ||||
| Date of meeting | Chair | Minutes | Time: | Venue: |
| Present: | ||||
| Apologies: | ||||
| No | Agenda items (Meeting objectives) | Comments | ||
| 1 | ||||
| 2 | ||||
| 3 | ||||
| 4 |
- Meeting
You are now to conduct your meeting with the department managers and sales consultants. Meet with your assessor and discuss your agenda item and PowerPoint presentation. Your assessor will provide you with feedback and allocate a date and time for you to meet and deliver your presentation. Your assessor will select a different cohort of students to act as department managers and sales consultants.
In your meeting you must demonstrate your ability to communicate with influence to seek consensus on meeting objectives and contribute to discussions with your team. You will be observed by your assessor who will provide you with feedback.
- Once you have concluded your meeting and presentation, you must summarise the outcome of the meeting and email it to all the stakeholders who were present at the meeting including the CEO, CFO and GM. (Guide: 200 – 250 words)
| EMAIL TO: FROM: DATE: SUBJECT: |
ASSESSMENT TASK 4: MAKE PRESENTATIONS
| Assessment task instructions: • This is the fourth (4th) unit of assessment task you have to successfully complete to be deemed competent in this unit of competency. This task is based on the virtual company Australian Hardware. • In this task you must demonstrate your ability to deliver an effective presentation where you are communicating with influence. Purpose of the assessment task: You must be able to demonstrate your ability to: • Identify forums to present according to organisational objectives • Determine tone, structure, style of communication and presentation according to target audience • Prepare presentation according to desired outcomes • Provide an opportunity for audience to ask questions • Follow up with stakeholders following presentation • Evaluate presentation and identify areas for improvement Assessment conditions and resources: • This task is timed and your presentation must be 10 to 15 minutes. • You must demonstrate your ability to complete this task independently and submit the task as indicated by your trainer and assessor. Therefore, you must discuss your meeting notes with your assessor prior to your presentation. • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. • The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is his/her own work.. |
PRACTICAL ACTIVITIES
- You are now acting as the Sales Consultants of one of the following departments:
- Hardware
- garden products,
- paint,
- homewares,
- tools and
- outdoor products
(Note: Students can choose one of the departments from the above list)
You have been advised by your store manager that you need to increase your department’s revenue. Therefore, you are required to market and promote your department to your target audience. Identify any forums you could use to promote the products from your department You must explain why you think these forums would be use. (Guide: 80 – 100 words).
- Once you have identified your target audience, you need to start preparing your presentation but prior to that, you need to determine the tone, structure, style of communication and presentation. Document these below. (Guide: 150 – 200 words).
| Tone | |
| Structure | |
| Style of communication | |
| Presentation |
- Prepare your presentation according to the desired outcomes you identified in task 4.2. Meet with your assessor and discuss point 4.2 and your PowerPoint presentation. Document any feedback below and attach a copy of your PowerPoint presentation. (Guide: 5 – 6 slides).
| Feedback from assessor |
- Presentation (10 to 15 minutes)
The forum you have chosen to present to are small business owners’ seminar in the Wollongong area. You are now required to present to the forum you identified using the PowerPoint you prepared in task 4.3. During your presentation, you must:
- Provide an opportunity for your audience to ask questions
- Use tone, structure, communication and presentation style identified in task 4.2
- Ask your audience to leave their email contact details so that you can follow up regarding any questions they may have.
Your colleagues will act as your audience. Document feedback from your colleagues below.
- You need to send an email to all the stakeholders present and follow up with the stakeholders regarding your presentation and any questions they may have via email. (Guide: 50 – 60 words)
TO:
FROM:
DATE:
SUBJECT:
- You are now required to use the following template to evaluate your own presentation and identify areas for improvement for future presentations using the form below:
| PRESENTATION EVALUATION FORM | |||||
| Presentation title: | |||||
| Venue: | |||||
| Name of speaker: | |||||
| Date of event: | |||||
| How was the presentation: | Excellent | Very Good | Good | Bad | Very Bad |
| Volume and modulation | |||||
| Effectiveness and efficiency | |||||
| I demonstrated enthusiasm | |||||
| Body language | |||||
| Clarity of language and speaking | |||||
| Audience seemed engaging | |||||
| Presentation was easy to follow | |||||
| Presenter is prepared | |||||
| Visual aids contents were effective | |||||
| Scheduled was followed in a timely manner | |||||
| Questions were answered effectively | |||||
| Managed to engage audience | |||||
| Interacted with audience | |||||
| Presented reliable information | |||||
| Comments an area for improvements |
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