Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

BSBLDR513 Communicate with influence

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Issue Date: 26/04/19
 Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Task 1: Written Questions

Task summary
 This is an open book test.
 You need to answer all of the written questions correctly.
 Your answers must be word processed.

Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet

Submit
 Answers to all questions.

Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the
task satisfactorily.

Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if
you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide
you written feedback along with guidance on what you must undertake to demonstrate satisfactory
performance.

You have the right to appeal the outcome of assessment decisions if you feel that you have been
dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not
understand any part of this task or if you have any learning issues or needs that may hinder you
when attempting any part of the assessment.

2
Issue Date: 26/04/19
 Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”,
which tell you how you should answer the question. Use the definitions below to assist you to
provide the type of response expected. Note that the following guidance is the minimum level of
response required.

Analyse – when a question asks you to analyse something, you should do so in in detail, and identify
important points and key features. Generally, you are expected to write a response one or two
paragraphs long.

Compare – when a question asks you to compare something, you will need to show how two or
more things are similar, ensuring that you also indicate the relevance of the consequences.
Generally, you are expected to write a response one or two paragraphs long.

Contrast – when a question asks you to contrast something, you will need to show how two or more
things are different, ensuring you indicate the relevance or the consequences. Generally, you are
expected to write a response one or two paragraphs long.

Discuss – when a question asks you to discuss something, you are required to point out important
issues or features and express some form of critical judgement. Generally, you are expected to write
a response one or two paragraphs long.

Describe – when a question asks you to describe something, you should state the most noticeable
qualities or features. Generally, you are expected to write a response two or three sentences long.

Evaluate – when a question asks you to evaluate something, you should do so putting forward
arguments for and against something. Generally, you are expected to write a response one or two
paragraphs long.

Examine – when a question asks you to examine something, this is similar to “analyse”, where you
should provide a detailed response with key points and features and provide critical analysis.
Generally, you are expected to write a response one or two paragraphs long.

Explain – when a question asks you to explain something, you should make clear how or why
something happened or the way it is. Generally, you are expected to write a response two or three
sentences long.

Identify – when a question asks you to identify something, this means that you are asked to briefly
describe the required information. Generally, you are expected to write a response two or three
sentences long.

List – when a question asks you to list something, this means that you are asked to briefly state
information in a list format.

3
Issue Date: 26/04/19
 Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

Outline – when a question asks you to outline something, this means giving only the main points,
Generally, you are expected to write a response a few sentences long.

Summarise – when a question asks you to summarise something, this means (like “outline”) only
giving the main points. Generally, you are expected to write a response a few sentences long.

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Outline key information that should be included in an organisation’s

communication protocol for communicating internally, as well as externally.
Answer: Internal & External needs of information

Internal: communication internally may be less formal because of familiarity among individuals of a
group if among colleagues. but, it's far typically informative in nature, i.e. regarding sales methods,
business necessities/needs, or overall performance. internal communications can be extra honest
than external due to the need to preserve and enhance commercial enterprise performance on
sensible figures.

External: This kind of communication is varies in large part on what the commercial enterprise
needs/desires from its external target audience. In terms of traders, a corporation might be greater
sincere with figures than it would with customers/clients, i.e. margin profits or organization overall
performance, for you to at ease money from individuals. in addition, with regulators agencies might
be sincere in terms of relevant documents/facts due to avoid prison problems.

2. Explain why it is important to maintain confidentiality of information at work,

including at least three examples of information that must be kept confidential.

Answer: Importance of Confidentiality

One of the most essential elements of confidentiality is that it facilitates to construct and increase
accept as true with. It doubtlessly permits for the free float of records between the patron and
employee and acknowledges that a patron's non-public existence and all of the problems and
problems that they've belong to them.

Following are the type of information that should be kept confidential

 Personal care issues

 Service records and file progress note.

4
Issue Date: 26/04/19
 Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

 Name, Date Of Birth, Age, Sex and Address and Current Contact, Details of family, Guardian
Bank details etc

3. Discuss three ways by which a business can ensure that confidentiality is

maintained at work.

Answer: Three ways by which a business can ensure that confidentiality is maintained at work.

 Construct a comprehensive confidentiality policy.

 Make sure the confidentiality policy extends to all partners.
 Ensure all confidential information is stored within secure systems.

4. Explain the key principles of negotiation that should be used in the workplace to
ensure that agreements are reached.
Answer: Key Principles of negotiation

 What form of information can we need to know?

 Wherein are we able to get this information?
 Can we study anything from past negotiations with this company?
 How much business are we doing with this company?
 How properly is this organization doing?
 What don’t you want the opposite company to recognise about you?

5. Explain the mediation process and at least three key principles that should be
taken into account when mediating at work.

Answer: Mediation Process

Mediation is an informal and flexible dispute resolution manner. Most often, mediations begin with
a joint consultation used to set the ground policies and an agenda. The joint consultation also helps
outline the issues and determines the events' positions. Generally, for the duration of the system,
parties flow to split caucuses.

Principles of Mediation:
Confidentiality

Confidentiality manner that what's said or written in the course of the intending of mediation can't be
utilized in later, possible courtroom court cases. If the events depended on every different, it might be
viable to remedy the dispute themselves, in any other case the warfare might not exist.

5
Issue Date: 26/04/19
 Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

Equality of parties

Even though it doesn’t embody inflexible procedural regulations, the mediation method that allows
you to gain the intention of mediation is projected inside the way that each of the events has same
rights. Mediation could not be a fair method if a celebration is permitted to force the other birthday
party in struggle into the decision of the dispute.

Legality

The principle of legality applies in mediation system, which means that that both events in dispute and
a mediator sure to have a look at cogent policies, which are substantive criminal requirements. The
mediator may additionally withdraw his/her consent to participate in mediation, if events specific will to
conclude a settlement this is contrary to public order and cogent rules.

6. Discuss three effective conflict resolution techniques.

Answer: Effective Conflict Resolution Techniques.
1. Listen, Then speak Out : Believe it or not, just taking note of an employee’s difficulty is the
primary and most important step in resolving battle. You have to genuinely listen to all events
involved to absolutely understand the character of struggle, after which start troubleshooting
solutions.
2. Gather the group : As a pacesetter, you’ll need to arrange a assembly with all involved
parties to talk about the difficulty. Provide anyone a hazard to speak; this is a great possibility
to hear all sides and gain a complete understanding of the warfare. Having a collection
meeting may also expedite a decision with the intention to fulfil everybody
3. Be impartial: Don’t take sides! In a management role, you shouldn’t show any kind of opinion
that favours one man or woman over any other. if you are partial towards one man or woman,
try and get entry to the scenario from all aspects to give you a honest and reasonable
solution.

7. Discuss key steps to be followed to identify and resolve workplace problems.

Answer: key steps to be followed to identify and resolve problems

Step 1: recognize the problem.

Step 2: Devise a plan (translate).
Step 3: perform the plan (solve).
Step 4: look back (take a look at and interpret).

8. Outline three effective communication techniques for de-escalation of a difficult

situation

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Issue Date: 26/04/19
 Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924

Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150

Level 3, 531 George Street, Sydney, NSW 2000

Ph: 61 (2) 8937 0506 & 9633 3287

Answer: Three effective communication techniques for de-escalation

1. Domesticate genuine compassion. Enlarge empathy toward the other character(s) and their
scenario.
2. Be inquisitive. Ask open questions to formulate a clear knowledge.
3. Listen carefully to understand (now not to reply) and communicate respectfully.

9. Outline effective strategies for cross-cultural communication.

Answer: Effective strategies for cross-cultural communication.
1) Keep an open mind.
2) Have at least a few information of people's cultural backgrounds.
3) Exercise energetic listening.
4) Watch your nonverbal conversation.
5) Keep a non-public touch.
10. Outline at least five important considerations in ensuring that a meeting is
structured.

Answer: considerations that ensured meeting is structured

1) They obtain the assembly's goal.
2) They soak up a minimum quantity of time.
3) They leave participants feeling that a practical technique has been accompanied
4) Listen to the opinions of others.
5) Avoid side conversations which distract others.
11. Explain at least five considerations to ensure that a meeting is inclusive.

Answer: considerations that ensured meeting is inclusive

 Decide Your Inclusion wishes.

 Create potential, Measurable Inclusion applications.
 Start on the pinnacle – however do not forestall There.
 Speak to be Inclusive.
 assessment Your regulations and Practices for Bias

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Issue Date: 26/04/19