RTO 40811

CPW 1 Performance in Business Meetings (BSBADM405)

Assessment details
CANDIDATE to complete this section

Name:

Student ID:

Trainer name:
CANDIDATE to keep a record of your own progress

RESULT IN EACH ASSESSMENT ITEM DUE DATE

GRADE
(Please indicate by using S for Satisfactory and U for Unsatisfactory)
Assessment 1 – Part A

Assessment 2– Part A

Assessment 2 – Part B

Assessment 3 –
Part A & B
Portfolio of all
assessment items
OVERALL RESULTS
(Please delete either COMPETENT NOT YET COMPETENT
one for resulting)
FEEDBACK
(Please enter details of
constructive feedback)

ASSESSMENT GUIDELINES FOR STUDENTS

 You need to achieve a ‘Competent’ grade in ALL the assessments items to be granted a ‘Competent’ grade
in the unit.
 In case you are not able to achieve a ‘Competent’ grade in any assessment task, you will be given three
(3) attempts to resubmit your assessment. Your trainer will be available to assist you in any areas of
difficulty. Please discuss the assessment with your trainer to seek advice on how you can achieve
competency in the unit.
 Where relevant, oral questions may be asked to gather more information on your knowledge, skills and
competence in the unit.
 A holistic approach is used to assess your skills relevant to this qualification. The skills are assessed across
the different units offered within this qualification. Where a skill relevant to this unit is not assessed
within this assessment pack, please note that the skill will be assessed in another unit.

Document name 479724221.doc Reference to SNR NVR

Issue date Nov. 2019 Review date Nov. 2021 Version no 8 Page 1 of 7

Document control management – Uncontrolled when printed

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Assessment 1
Part A
For the organization you currently work for, or for an organization you are familiar with such as your
local council, undertake some research and complete the following tasks:
1. Describe two types meetings (not and AGM). What is their purpose? Who attends? How would
you categorise them (formal, informal, etc.)? Who organises them? For each different type of
meeting are there any roles?
2. What legal or ethical requirements does the organization have to adhere to when organising the
various types of meetings and how do they do this? Provide examples of documentation or
instances where procedure and protocol is followed in order to satisfy legal requirements.
3. Choose one of the larger meetings the organization holds (for example, a staff meeting or an
AGM) and identify the:
 Purpose
 Structure
 Protocols and procedures if voting takes place
 Participants and any special needs they may have
 Participants and their role in the meeting
 The resources and equipment required
 Date and time – find out how these were chosen and how suitable they were for the
meeting’s participants
 Venue – why it was selected and how well it worked
 Catering requirements and the caterer used
 Travel and accommodation requirements of attendees
 What information and communications technology (ICT) required
 Actual cost and budget
 Process of organizing it, including how any changes to plans were communicated.
4. Search online for a meeting and record the url. Describe the meeting and review the meeting.
Comment on how well it went and identify areas for improvement.

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Assessment 2

Part A
Read the case study. Write down, or tell your trainer, your answers to the questions that follow.
Case study
Hiroko is the administrative assistant for Wally, the general manager of Aptech Institute Pty Ltd, a
computer training group located in Melbourne, Sydney and Adelaide. Aptech offers diplomas and short
courses in the IT field. Most of the short courses are specially geared towards the corporate world. They
are accredited by Microsoft for example to offer courses on behalf of Microsoft. Similarly they have a
tie up to offer SAP accreditation to students. Hiroko is based at the head office in Melbourne. She will
be taking maternity leave shortly, so Wally has asked her to prepare detailed notes covering each of her
major responsibilities.
One of these responsibilities is to coordinate several important meetings. Hiroko organises the bi-
monthly board meetings, the fortnightly meetings between branch heads at the Melbourne location, and
the monthly meetings between the operations managers of each office.
The board meeting routinely includes discussion of the current sales performance for each location and
each department, review of the latest financial results, decisions on any facility changes, and status
reports on proposed new training centres anywhere in Australia. Each meeting may also include
different items depending on current business concerns.
The department meeting includes a short report on sales versus expenses target for each branch
manager, staffing issues, sharing information on key initiatives for each branch, training initiatives and
updates for the managers from Wally and the operations manager Donald, to the rest of the team.
The Operations managers meeting includes a finance report, sales report and discussion of key concerns
and initiatives. Murray Naismith attends to present the Finance Report. Other managers are invited as
required by discussion items on the agenda.
As well as writing detailed work instructions, Hiroko decides to create templates for each of the major
documents.
The board members are:
Wally Spychala Chairman and general manager, Aptech Institute Pty Ltd
Francine Spychala Treasurer
Donald Spychala Operations manager, Aptech Melbourne
Graeme Bryar Board member
Eva Phlorides Board member
Christine Chandra Board member
Administrative assistant/secretary (currently performed by Hiroko)

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The Operations managers are:

Donald Spychala Operations manager, Aptech, Melbourne
Greg Spiteri Operations manager, Aptech, Sydney
John Robinson Operations manager, Aptech, Adelaide
The Department managers are:
Donald Spychala Operations manager, Aptech Melbourne
Adem Ali Business Development manager
Margaret Grinsted Business Improvement manager
Mark Edwards Admissions manager
Denise Farfalla Marketing manager
Trevor Cash Admissions manager
Murray Naismith Finance manager

1. Prepare a complete task list for coordinating the Board Meeting, including:
a) issuing notices
b) issuing agenda
c) circulating documents in advance of the board meeting
d) issuing minutes
e) following-up action items.
f) logistical arrangements.

2. Prepare templates for:

a) notice of the board meeting
b) minutes for the operations managers meeting
c) agenda for the operations managers meeting.

Part B
Read the case study. Write down, or tell your trainer, your answers to the questions that follow.
Case study
Ngoc works for SmartTech, a computer sales company. Each quarter, a representative from each region
comes to head office to discuss any concerns raised by the sales staff, possible sales initiatives,
customer satisfaction results and technical concerns. They are also briefed on any actions planned by
the head office team. The next meeting will be held from 9.30 am February 10 and conclude at 3.00 pm
on February 11.
The meeting is held in the boardroom at SmartTech head office in Sydney. Ngoc is responsible for
coordinating flights, accommodation and catering for the two day event. Representatives are expected
to arrive the night before and make their own dinner arrangements for that evening; however, they are

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invited to attend a group dinner on February 10, which Ngoc organises.

Ngoc also coordinates documentation for these meetings. Before each meeting, the regions must
submit, in writing, any items they would like addressed by either the Sales, Warranty, Repairs or
Marketing department. Written responses to these concerns are circulated before the meeting.
Managers of each department are invited to attend the meeting and address any questions from their
written responses, and also to deliver presentations on any relevant initiatives.
The regional sales meeting is a big event for Ngoc and her manager, Gavin. In her weekly one-on-one
meetings, she provides a status report of how preparations are progressing. She does this by reviewing a
checklist of key activities against her schedule.
The entire two-day meeting is attended by:
Colin Werner Brisbane office
Wayne Poletto Adelaide office
Cary Hay Perth office
Rebecca Stackpole Melbourne office
Brian Phan Sydney office
Ngoc Luong Sales administration assistant
Gavin Corcoran Sales manager
Helen Haikalis from the Hobart office has advised she will be on annual leave.
The following department managers will attend the meeting at stated times on the agenda:
Frank Di Luca Warranty manager
Ray Price Repairs manager
Catherine Peeler Marketing manager
Day One
The meeting began at 9.30 am with a welcome from the Sales manager, Gavin Corcoran, who briefly
outlined the agenda for the next two days.
The minutes from the November meeting were reviewed. During this meeting, Wayne and Cary had
agreed to provide feedback to Ray Price about particular technical concerns which they had noticed in
their regions by January. Since this information had not been received before the meeting, this was
tabled as an additional agenda item when Ray attended the next day. The minutes were then accepted.
Each member presented their sales report for their region and listed their key concerns. All regions
except Sydney were behind target. There was considerable discussion about reasons for this. Wayne
Poletto felt that the targets for Adelaide had been increased unreasonably versus last year and were not
achievable. He requested relief on these targets by 10 per cent. This sparked heated debate from other
regions, who felt this would be unfair. Gavin asked Wayne to prepare a summary of his reasons for
feeling the targets were unachievable and submit it to him for consideration. He agreed that any
changes should be equitable among regions.
Rebecca was frustrated that their competitors, Excellent Electronics, seemed to have a much stronger
marketing presence than SmartTech. She showed examples of advertisements from local press and
mailbox drops which she felt were superior to SmartTech. Gavin asked Rebecca to give them to
Catherine.
Frank Di Luca attended to hear feedback on the written responses he had provided to the group. The
first three items simply clarified policy queries. The fourth item was from the Brisbane office, about a
long running dispute between head office and a disgruntled customer who felt their machine should be
repaired under warranty. This customer was threatening to contact the media about their treatment.

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Frank asked Colin to schedule a telephone call between the customer, Colin and Frank to resolve the
issue.
Catherine attended to present the details of their upcoming marketing initiatives. Rebecca asked if she
could compare the advertising schedule to the schedule for Excellent Electronics. Catherine responded
that their schedule fully exhausted their budget for the quarter and no more could be planned. She
agreed to review the materials provided by Rebecca and consider them for the next quarter. She also
asked that attendees keep details of marketing initiatives confidential.
The meeting closed for the first day at 4.30 pm. Attendees were reminded that the dinner would
commence at the restaurant at 7.00 pm and the following day’s discussion would begin at 8.30 am in
the same location.
1. Prepare the minutes for the first day of the meeting, based on the information provided.

Assessment 3 (Meeting observation exercise, see separate document)

Part A
Complete the following activities answering the questions and providing the relevant information in your
portfolio.

1. Chair a brainstorming meeting. Choose an individual topic from the list and prepare an Agenda (no
two topics to be the same in each group). Produce the minutes for one brainstorming meeting in your
group. For this assessment, each student to complete the role of Chair and Minutes Secretary. Copy of
your agenda and the minutes of a different brainstorming meeting in correct format to be included
below.
2. Review the effectiveness of your brainstorming meeting and briefly present your observations to the
class with a short verbal report.

Part B - Your trainer needs to observe you demonstrating the following essential skills in your workplace or in a
simulated environment.

Essential Skills Example

Demonstrate how you can: Show your trainer/assessor how you identify what
 Identify the roles of the participants in a roles the participants have in a meeting.
meeting
Demonstrate how you can participate in a Show your trainer/assessor how you participate in
planning meeting: a planning meeting by;
 behaviours for building rapport when Demonstrate behaviours
entering a meeting, - Entering a meeting
 introduce self - Etiquette
- Contributing to discussion (no digression,
 appropriate etiquette,
demands, disagree aggressively)
 contributing to discussion,
- Active listening
 task oriented - Task oriented
 active listening skills, Use of appropriate language and tone to;
 Appropriate language and tone to; - Handle interruptions, digression and
 use of meeting terms disagreements

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 handles interruptions, digression,
disagreements
 negotiate outcomes,
 resolve conflict,
 Identify different communication styles.
Demonstrate how you have:
 Communication skills to coordinate and
consult with participants, to orally present
written reports with a number of defined
sections, and to clarify points made in
meetings
Demonstrate how you have:
 Literacy skills to:
o Write and compile agenda items
o Record items
o Make notes from spoken texts in
meetings
o Use a variety of strategies for
planning, reviewing and proof
reading documentation
Demonstrate how you have:
 Time management skills to allow sufficient
time to prepare for and conduct meetings
Submit Portfolio of assessments.
Learners should have collected the practice tasks and assessment activities they have completed and
presented them in a portfolio to their trainers.
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- Pronouncing meeting terms
- Negotiation and reaching consensus,
- Conflict resolution,
Demonstrate different communication styles
Demonstrate how you use body language to assist
in rapport building and assist in effective
communication.
Arrange for your assessor to observe you chairing
a meeting where you present a report, encourage
participation by all attendees and ensure that
participants understand the information shared in
the meeting.
Show your assessor the draft and final versions of
an agenda prepared by you and minutes of a
meeting that you have transcribed
Show your assessor your relevant sections of your
printed or electronic diary and explain how you
managed the various activities required to
coordinate meetings