Change Management Online

Final Results Record
Click or tap here to enter text.

Student name:

Student ID number:

Assessor name:
Final Assessment Results
Task Type Result

Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Written questions S☐ U☐ DNS ☐
Assessment Task 2 Planning for change S☐ U☐ DNS ☐
Assessment Task 3 Implementing change S☐ U☐ DNS ☐
Monitor and review change

Assessment Task 4 S☐ U☐ DNS ☐
management
Assessment Task 5 Change management plan project S☐ U☐ DNS ☐
Change management presentation

project
Implement change management
plan project
Evaluate and review change
management plan project
Overall unit result C☐ NYC ☐
Feedback
☐ My performance in this unit has been discussed and explained to me.

☐ I would like to appeal this assessment decision.
Student Signature: Click or tap here to enter text. Date: Click or tap to enter a date.
☐ I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor Signature:Click or tap here to enter text. Date: Click or tap to enter a date.
Page | 1
Skills International Pty Ltd trading as
Australian National Institute of Education
RTO: 41160 | CRICOS: 03682M
Student Assessment Tasks
ICTSAS601 Implement change management

processes
BSBINN601 Lead and manage organisational
change
Page | 2
Assessment Information
The assessment tasks for ICTSAS601 Implement change management processes and BSBINN601
Lead and manage organisational change are included in this Student Assessment Tasks booklet and
outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
2. Planning for change You are required to develop a change management plan based on
case study information and internet research.
3. Implementing change You are required to implement the change management plan by
preparing and delivering a presentation to the case study
organisation’s management and staff.
4. Monitor and review You are required to review information about changes that have
change management been implemented, and to evaluate the change management
process.
5. Change management You must develop a briefing report for management on change
plan project management strategies, meet with the CEO, and then develop a
change management project plan and a communication and
education plan.
6. Change management You must prepare for and conduct a presentation about changes for
presentation staff.
7. Change management You must implement change management plan activities, then
implementation evaluate and review their change management project plan.
project
8. Change management You must write a change management review.
plan review and
evaluation project
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on
file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
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If you do not agree with an assessment decision, you can make an assessment appeal as
per your RTO’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical
manner.
Each should include:
 Course identification code
 Assessment Task number
 Document title (if appropriate)
 Student name
 Date it was created
For example, ICTSAS601 AT2 Change Management Plan Joan Smith 20/10/18
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
 Change Management Plan Template
 Change Management Policy and Procedures
 Project Management Policy and Procedures
 Strategic Business Plan
Assessment Task 4
 Change Management Review Template
Assessment Task 5
 Recruitment, Selection and Induction Policy and Procedures
 Termination Policy and Procedures
 Change Management Briefing Report Template
 Communication and Education Plan Template
Assessment Task 8
 Staff Survey Results
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Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and
submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which
will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory,
your assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why.
Your assessor will also discuss this verbally with you and provide advice on re-assessment
opportunities as per
your RTO’s re-assessment policy.
Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of
the task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not
satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment Task Information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required
Assessment Task Instructions

These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your
assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your
preparation before beginning the assessment task. It will give you a good idea of what your assessor
will be looking for when marking your responses.
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Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement
below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? ☐ Yes ☐ No
Do you understand the requirements of the assessments for this unit? ☐ Yes ☐ No
Do you agree to the way in which you are being assessed? ☐ Yes ☐ No
Do you have any specific needs that should be considered? ☐ Yes ☐ No
If so, explain these in the space below.
Do you understand your rights to re-assessment? ☐ Yes ☐ No

Do you understand your right to appeal the decisions made in an assessment? ☐ Yes ☐ No
Student name Click or tap here to enter text.
Student number Click or tap here to enter text.
Student signature Click or tap here to enter text.
Date Click or tap to enter a date.
Assessor name Click or tap here to enter text.
Assessor signature Click or tap here to enter text.
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Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
☐ I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
☐ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
☐ I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name

Student ID number

Student signature
Click or tap to enter a date.

Date
Assessor declaration
Assessor name

Assessor signature

Date
Assessment outcome S☐ NS ☐ DNS ☐ Resubmission Y☐ N☐
Feedback
Student result response

☐ My performance in this assessment task has been discussed and explained to me.
Student signature

Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Page | 7
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
Timing
Your assessor will advise you of the due date of this assessment.
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 their 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. Re-assessment attempt(s) will be arranged at a later time and date.
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.
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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 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 put 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.
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.
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Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the key phases of a change management process.

2. Explain three reasons why an organisation might initiate change.

3. Explain two strategies that can be used to effectively communicate and embed change
during an organisational change process.
4. Explain how external environment can impact on change strategies.

5. Explain two aspects of organisational behaviours that can impact on organisational change.
6. Describe five components that may be included as part of a change management plan.
7. Identify the key functions of an operating system and compare and contrast the features of
two operating systems of your choice.
8. In your own words, describe the internet and describe internetworking architecture.
9. Explain five principles of performance benchmarking.

10. Explain the structure of a performance benchmarking process.

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11. Identify two security procedures and analyse how they can ensure that the
security of a server is protected.
12. Analyse two security issues for operating systems.

13. Explain force-field analysis as a model for understanding the change process
14. Explain the key premises of the Burke & Litwin organisational change model and its
application to the change process.
15. Discuss the purpose of Kotter’s 8-step change model and the steps involved. Explain each
of the steps involved.
16. Explain the importance of a participative management style when implementing

organisation change.
17. Explain three reasons why individuals or groups within an organisation may resist change.
Include at least one suggestion of how resistance can be overcome for each of the areas
you identify.
18. Discuss at least three barriers to organisational change.

19. Discuss at least two strategies to address barriers to organizational change.

20.
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Assessment Task 1 Checklist
Student’s name: Click or tap here to enter text.
Did the student provide a sufficient and Satisfactory

performance Comments
clear answer that addresses the
suggested answer for the following? Yes No
Question 1 ☐ ☐ Click or tap here to enter text.
Task Outcome: Satisfactory ☐ Not Satisfactory ☐

Assessor signature
Page | 12
Did the student provide a

Satisfactory
sufficient and clear answer that
performance Comments
addresses the suggested answer
Yes No
for the following?
Assessor name

Date
Page | 13
Student Declaration
☐ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
Student name

Student ID number

Student signature

Date
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
Page | 14
Assessment Task 2: Planning for change
Task summary
The student is required to develop a change management plan based on case study information and
internet research.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Change Management Policy and Procedures
 Project Management Policy and Procedures
 Strategic Business Plan
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with first draft change management plan attached
 Email with second draft change management plan attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be
asked to complete further assessment to demonstrate competence.
Page | 15
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt
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.
Page | 16
Carefully read the following:
Deliva are a parcel courier service based in Sydney. Established in 2010, they have been finding it
difficult to stay ahead in the crowded Sydney courier environment. In order to remain technologically
competitive, Deliva has committed to an online booking and tracking system that is focused on optimal
delivery and automated customer interaction.
Currently, all parcel pick-ups and deliveries are ordered by telephone, with a call centre of three staff
co-ordinating the orders and deliveries. Through an online portal, customers can have parcels collected
from any address delivered to any destination in the Sydney metropolitan area.
With the new system, customers will use an online portal, either with their computer or mobile
telephone. Their booking will be automatically directed to the most appropriate vehicle, which may be a
bicycle, motorbike or van. The courier will receive the booking on their handheld device, and the most
efficient route should be given on their device’s GPS.
In the meantime, the customer should see who will be making the pick-up, where the courier is
currently, and how long it should take until they arrive.
Once a parcel has been collected, the customer is provided with real time tracking of their parcel on
their device. The interactive mapping technology allows customers to zoom, pan, and focus on couriers
to street level without refreshing the whole web page. They can watch their parcel’s position as it is
being delivered, and when the parcel arrives, a delivery confirmation e-mail is sent within seconds.
Each of the (currently 24) couriers is to be given a handheld computer which shows bookings as they
are made and the best route to the next address.
Couriers can be assessed by the customers and will be rewarded with bonuses for consistent, high
quality service.
Over the long term, data should be collected so that analysis of the performance of individual couriers,
and the preferences of individual customers, can be performed.
As the General Manager, you have been asked to lead the development and implementation of the
change management plan for this project. You will be communicating directly with the CEO on this
project.
The project has been allocated $50,000, which should cover both the hardware and the software
required. It is expected that the new system will be completely functional within 12 months of the
project’s kick-off.
One of their ongoing issues for the company has been couriers taking unscheduled and unreported
“time off” during their shift, which has been virtually impossible to monitor. It is clear that a change in
culture among the couriers is going to be necessary if the company is to succeed, and it is hoped that
the new technology will support this.
Page | 17
Complete the following activities:
1. Write a draft ICT Change Management Plan

Your plan should set out all aspects of the anticipated changes, including objectives and
specific actions, as well as required resources.
Thoroughly review the case study information provided above. Analyse the company’s
organisational objectives and consider the strategic changes needs that will need to occur
based on the strategic objectives.
Using the Internet, research change management, conventions and practices, including
barriers that can impact on change, and best practice change management strategies.
Your Change Management Plan should include the following:

 Introduction
 Objectives of the plan
 Change management best practice
 The key personnel who are responsible for change management policy and
procedures
 The key personnel who are responsible for authorising and implementing the
change management plan
 The relevant ICT benchmarks for the business as it is currently
 An assessment of the proposed changes to determine their impact
 Identify the needs of the new system and new performance benchmarks that
could be used to measure whether these have been met.
 How the current ICT system will have to change to enable the new system to
function effectively
 Training requirements
 Discuss at least three methods of communicating change to stakeholders
 Evaluation: how the change will be evaluated.
 A change management schedule. This should include a prioritisation of
changes and resource allocation.
Use the Change Management Plan Template to guide your work.

Save this version of the document as Draft Change Management Plan.
Deliva Courier Service

Draft Change Management Plan
Introduction
Provide background. Link to strategic goals and other changes
Objectives
Summarise the objectives of the Change Management Plan.
Change Management
Summarise current change management best practice, procedures and conventions
Page | 18
Document development and authorisation

Identify who is responsible for change management policy and procedures
Identify who is responsible for authorising and implementing the change management plan
Current benchmarks
The relevant ICT benchmarks for the business as it is currently
Proposed changes
A summary and assessment of the proposed changes to determine their impact
How the current ICT system will have to change to enable the new system to function effectively
New ICT system

Identify the needs of the new system and the new performance benchmarks that could be used to
measure whether these have been met.
Training requirements
Which staff will need to be trained, and in what.
Communication
Discuss at least three methods of communicating change to stakeholders
Evaluation
How will the change be evaluated in relation to the achievement of the planned objectives?
Change Management schedule

This should include a prioritisation of changes and resource allocation.
Actions Priority Resource Who When Performance

requirements Measures
Click or tap Click or tap Click or tap here to Click or tap Click or tap Click or tap here to
here to here to enter text. here to here to enter text.
enter text. enter text. enter text. enter text.
Page | 19
Change Management Cluster
2. Draft an email to Senior Management (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should introduce and summarise the contents of the attachment and seek their feedback and
approval to move forward with the project.
Attach your Draft Change Management Plan to the email.

ANIE-CMC-FRR-V1.1 Page | 20
Skills International Pty Ltd trading as Australian National Institute of Education
RTO: 41160 | CRICOS: 03682M
3. Write a second draft ICT Change Management Plan

Using the feedback that you receive from Senior Management, update your plan.
Save this version of the document as Second draft Change Management Plan.

Second Change Management Plan
Introduction
Objectives
Change Management

Current benchmarks
Proposed changes
New ICT system

Communication
Evaluation
ANIE-CMC-AT-V1.1 Page | 21
RTO: 41160 | CRICOS: 03682M


here to enter here to enter text. here to enter here to enter enter text.
text. enter text. text. text.
RTO: 41160 | CRICOS: 03682M
4. Draft an email to Senior Management (your assessor).

It should introduce and summarise the contents of the attachment and summarise the changes
that you have made to the document.
Attach your Second Draft Change Management Plan to the email.

RTO: 41160 | CRICOS: 03682M
Completed
Did the student: successfully Comments
Yes No
Research best practice change management ☐ ☐ Click or tap here to enter
procedures and conventions? text.
Develop an ICT change management plan? ☐ ☐ Click or tap here to enter

text.
Evaluate the company’s current ICT system to ☐ ☐ Click or tap here to enter
determine the changes that will have to be made? text.
Identify the key personnel who are responsible for ☐ ☐ Click or tap here to enter
authorising and implementing the change text.
management plan?
Determine the company’s current ICT benchmarks? ☐ ☐ Click or tap here to enter
text.
Compare the company’ identified needs against new ☐ ☐ Click or tap here to enter
performance benchmarks to identify possible changes text.
that will need to be made?
Assess the proposed changes to determine the ☐ ☐ Click or tap here to enter
impact that it will have on the company’s ICT system? text.
Notify key personnel of the necessary changes? ☐ ☐ Click or tap here to enter
text.
Include a change schedule in their Change ☐ ☐ Click or tap here to enter
Management Plan? text.
Prioritise changes and allocate resources as part of ☐ ☐ Click or tap here to enter
their change schedule? text.
Establish new performance benchmarks to measure ☐ ☐ Click or tap here to enter

the success of the changes? text.
Identify the staff’s training requirements? ☐ ☐ Click or tap here to enter

text.
RTO: 41160 | CRICOS: 03682M

Student Declaration
☐ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
Student name

Student ID number

Student signature

Date
☐ I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
RTO: 41160 | CRICOS: 03682M
Assessment Task 3: Implementing change
Task summary
This assessment task requires the student to implement the change management strategy by preparing
and delivering a presentation to Deliva staff. The presentation should provide information on the changes
that will be implemented for Deliva Courier Service, and how they will affect staff. The staff will also be
given the opportunity to give some input into the process.
The student will then include their ideas to update their change management plan.
Required
 Presentation space with chairs and a projector
 Roleplay participants
Timing
Submit
 Email with change management presentation attached
 Email with revised change management plan attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
RTO: 41160 | CRICOS: 03682M
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.
RTO: 41160 | CRICOS: 03682M
1. Create a Change Management presentation

Develop a presentation to assist in informing employees and management about the change
management plan that you developed in Assessment Task 2.
The purpose of the presentation is to ensure that management and employees are fully
informed and have the opportunity to contribute to the change management process.
During the presentation, allow for some time when participants have the opportunity for input,
as this will facilitate their acceptance of the changes.
Your presentation should include graphics such as images, charts and tables.
You must develop the required number of slides to support a presentation of about 30 minutes.
The presentation you develop must clearly outline:

 The project’s change management procedures and policies as set out in your change
management plan.
 Discuss the methods of communicating change that will be used
 The rationale and vision for the change
 The benefits of the change
 Impacts of the change on operations
 Strategies to be adopted to minimise the negative effects on staff.
Save this file as Change Management Presentation.
RTO: 41160 | CRICOS: 03682M
2. Draft an email to the Senior Management (your assessor).

It should introduce and summarise the contents of the attachment, seek their feedback and ask
for the place, date and time of the presentation.
The text of your email should also include what liaison methods would be appropriate in the
case study information.
Attach your change management presentation to the email.
Your assessor will advise you of the date and time that your presentation is to take place.
RTO: 41160 | CRICOS: 03682M
3. Deliver your change management presentation

Using the PowerPoint presentation that you have developed, deliver a presentation to the staff
and management of Deliva Courier Services. Your assessor will be present as one of the staff
members and will also organise another 2 or 3 other students to attend.
At the outset of the presentation, indicate that the team will be able to ask questions during and
at the end of the presentation. Also inform the participants that you would like to brainstorm
further change management ideas at the end of the session.
Go through each of your presentation slides, explaining the changes and the change
management process.
You must provide comprehensive information, outlining the coming changes to assist staff in
accepting the changes. You must also provide the opportunity for their input, which will also
facilitate their acceptance of change.
Keep in mind that there have been accusations of courier dishonesty over the past few years:
drivers stopping somewhere for an unscheduled break, for instance. The new system will mean
that this will be monitored in the future, and some couriers may be hostile to these changes for
this reason.
Your assessor will roleplay a staff member who is upset with the changes, and you will be
expected to respond to that staff member using effective communication and problem-solving
skills.
During the presentation, demonstrate effective communication skills including:

 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding of issues and questions
raised by employees.
At the conclusion of your presentation, seek feedback from staff and management on the
changes that will be implemented for Deliva.
Ask them for their ideas to inform your change management plan and take notes on this
feedback.
RTO: 41160 | CRICOS: 03682M
4. Finalise your change management plan.

These updates should include the feedback that you received during the meeting.
Save this version of the document as Revised Change Management Plan

Revised Change Management Plan
Introduction
Objectives
Change Management

Current benchmarks
Proposed changes
New ICT system

Communication
Evaluation
RTO: 41160 | CRICOS: 03682M


RTO: 41160 | CRICOS: 03682M
5. Draft an email to the Senior Management (your assessor).

The email text should give a summary of the meeting, and the changes that you have made to
the change management plan.
Attach your revised change management plan to the email.

RTO: 41160 | CRICOS: 03682M
Completed
Yes No
Train staff and management in the change ☐ ☐ Click or tap here to enter
management procedures and policies as set out in text.
the change management plan?
Implement change management plan and procedures ☐ ☐ Click or tap here to enter
text.
Involve stakeholders in the change management plan ☐ ☐ Click or tap here to enter
implementation process? text.
Notify stakeholders of changes that will be made ☐ ☐ Click or tap here to enter
during the project implementation? text.
Ensure appropriate liaison methods are used? ☐ ☐ Click or tap here to enter
text.
Notify key personnel of the necessary changes? ☐ ☐ Click or tap here to enter
text.
RTO: 41160 | CRICOS: 03682M

Student Declaration
☐ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
Student name

Student ID number

Student signature

Date
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
RTO: 41160 | CRICOS: 03682M
Assessment Task 4: Monitor and review change management
Task summary
In this assessment task, the student is required to review information about changes that have been
implemented, and to evaluate the change management process.
Required
 Change Management Review Template
Timing
Submit
 Email with change management review attached
 Email with the following attached:
o Change Management Review
o Revised Change Management Policy and Procedures
o Revised Change Management Plan Template
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
RTO: 41160 | CRICOS: 03682M
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
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.
RTO: 41160 | CRICOS: 03682M
It is three months since the project was satisfactorily completed, on time and to budget.
Although about 20% of existing customers still prefer to use the old system of telephoning in a parcel pick-
up and delivery, the vast majority of Deliva’s customers are pleased with the system’s interface and have
given very positive feedback.
The reduction in telephone ordering has meant that the call centre could be cut back to one person (who
just transfers the information to the system’s online portal).
Four couriers (out of 24) refused to learn how to operate the new system and left the company. Their
positions were quickly filled by experienced couriers who expressed an interest in adopting new
technology.
All remaining staff have adopted the new system. Informal feedback has shown that they much prefer
working with the new system that the old one, and that they are satisfied with the amount of training that
they received.
The new system has made the couriers more efficient with their deliveries due to the integrated navigation
system and their inability to take unreported “time off”.
A 25% increase in orders has already meant that more couriers will have to be hired soon. This will also
increase the number of delivery vehicles required and create other logistical issues that are common in a
growing company.
1. Write a change management review.

The review will require you to measure the actual change performance against the new
system’s benchmarks that were set in the Change Management Plan.
Review the change management objectives as set out in your Change Management Plan.
Evaluate the effectiveness of the change management process in achieving the objectives and
provide recommendations for improving this.
This should include any recommended changes to the change management plan template
and/or the Change Management Policy and Procedures. You are expected to find at least one
suggested improvement to each of these documents.
Your review should be between half a page and one-page long.

Use the Change Management Review Template to guide your work.
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Change Management Review
Objectives
Change management objectives include:
Give each objective a number so it can be evaluated independently in the next section.
Effectiveness
Effectiveness of the change management process in achieving the objectives:
Recommendations
Suggested changes to Change Management Plan Template:
Suggested changes to Change Management Policy and Procedures:

RTO: 41160 | CRICOS: 03682M
2. Draft an email to the Senior Management team (your assessor).

It should introduce and summarise the contents of the attachment.
The email text should also ask the Senior Management team to give their approval for your
suggested changes to the Change Management Policy and Procedures and the Change
Management Plan Template.
Attach your Change Management Review to the email.

RTO: 41160 | CRICOS: 03682M
3. Revise change management documentation

When you receive authorisation from Senior management, make your suggested changes to
the Change Management Policy and Procedures and the Change Management Plan Template.
Save these versions of the documents as Revised Change Management Policy and
Procedures and the Revised Change Management Plan Template
Objectives
Change management objectives include:
Give each objective a number so it can be evaluated independently in the next section.
Effectiveness
Effectiveness of the change management process in achieving the objectives:
Recommendations
Suggested changes to Change Management Plan Template:
Suggested changes to Change Management Policy and Procedures:

Deliva Courier Services

Revised Change Management Policy and Procedures
Purpose
Deliva Courier Services Australia recognises that change is constant and is part of the process of
continuous improvement and adjustment to changing external factors. Change occurs to
organisations continuously, and this document gives some direction to managing change in our
workplace
This policy and procedure applies to all projects and all tasks carried out by all Deliva personnel.
Principles
 Effective change cannot take place without clarity about why change is needed and what is
to be achieved by the change(s).
 An understanding of the cost of the change and its likely benefits are essential if the
change proposal is to be authorised.
 All stakeholders are to be involved in the process of initiating and implementing change.
 A planned approach to change management is essential. The plan should ensure that
there are clear procedures for decision making, responsibilities and timelines.
 During implementation, feedback is to be encouraged and all questions are to be answered
as promptly as possible.
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Procedures
Preparation:
 Identify why change is required and what outcomes are to be achieved
 Evaluate risks and benefits
 Estimate costs
Planning:
 Decide how change will be implemented
 Determine who the stakeholders will be
 Write a Change Management Plan
 Consult with stakeholders
 Adjust Change Management Plan when relevant
Implementation:
 Change management tasks, including developing the change management plan are to be
carried out by the person appointed by Senior Management, usually the company’s
General Manager.
 Ensure that all management and staff are trained to adapt to changes being made
 Support management and staff to adopt changes positively
 Monitor progress and resolve any issues that arise.
 Manage costs
Evaluate:
 Assess whether change has been incorporated into business as usual
 Evaluate the success of change management
 Evaluate process and refine documentation as required.
Documentation
Change Management Plan
A change management plan should be submitted to Senior Management for approval prior to
implementation.
The Change Management Plan Template should be used for this.
Changes to the Change Management Plan Template can be suggested as part of the evaluation.
Any changes to the Change Management Plan Template must be approved by Senior
Management and communicated to all staff.
Change Management Policy and Procedures
Changes to the Change Management Policy and Procedures can be suggested as part of the
evaluation.
Any changes to the Change Management Policy and Procedures must be approved by Senior
Management and communicated to all staff.
Communication
It is very important that all stakeholders are involved in the change process. To ensure this,
communication must be effective and inclusive.
A number of media should be used to communicate with stakeholders. These can include, but are
not limited to:
 Regular meetings of staff and/or management
 Minutes of all meetings emailed to attendees and those who could not attend the meeting.
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 Regular emails to stakeholders

 A newsletter that keeps stakeholders informed of progress
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4. Draft an email to all staff (your assessor).

It should introduce and summarise the contents of the attachment, summarising the changes
that have been made to it.
Attach the following to your email:

 Change Management Review
 Revised Change Management Policy and Procedures
 Revised Change Management Plan Template
RTO: 41160 | CRICOS: 03682M
Completed
Yes No
Measure the change performance against the change ☐ ☐ Click or tap here to enter
management objectives’ benchmarks? text.
Submit performance results to stakeholders? ☐ ☐ Click or tap here to enter

text.
Obtain sign-off on changes to the change ☐ ☐ Click or tap here to enter
management documents? text.
Provide appropriate documentation and reporting as ☐ ☐ Click or tap here to enter

set out in the Change Management Policy and text.
Procedures and Project Management Policy and
Procedures?
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Student Declaration
☐ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
Student name

Student ID number

Student signature

Date
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
RTO: 41160 | CRICOS: 03682M
Assessment Task 5: Change management plan project
Task summary
This assessment task requires you, in the role of Operations Manager, to prepare a briefing report to assist
in guiding change at Samson Media. You will meet with the CEO (roleplayed by your assessor) to discuss
the company’s change management requirements.
You will then be required to develop a Change Management Plan, as well as a Communication and
Education Plan.
This assessment will be completed in the simulated environment in the RTO.
Required
 Computer with Microsoft Office and access to the internet
 Recruitment, Selection and Induction Policy and Procedures
 Termination Policy and Procedures
 Change Management Briefing Report Template
 Communication and Education Plan Template.
 Meeting space
 Roleplay participant (assessor)
Timing
The assessor will advise you of the due date of this submission.
Submit
 Email with change management briefing report attached.
 Email with draft change management plan and your draft communication and education plan
attached
 Email with updated change management plan and updated communication and education plan
attached
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to
complete further assessment to demonstrate competence.
Students will be provided feedback on their performance by their 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 your assessor will explain why and provide you
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
RTO: 41160 | CRICOS: 03682M
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when
attempting any part of the assessment.
RTO: 41160 | CRICOS: 03682M

Samson Media is a publisher of several upmarket fashion magazines. It has strong links with a number of
high-profile fashion houses whose products are featured in the magazines, and also provide a significant
source of advertising revenue. Readers of the magazines are predominantly 35 – 54-year-old women.
Readership has fallen over the last two years. This is due in the most part to due to competition from a
range of other fashion magazines and consumers switching to digital media. Due to the decline in
readership, profits have also fallen by 20% and there has also been a decrease in the share price.
As a consequence, the new CEO, Amir Johnson, has been appointed. Amir was the former Marketing
Director for a well-known successful media business that included a national newspaper, magazines and a
subscription television channel. Those publications are focused mainly on sport and celebrity gossip. It is
able to undercut its competitors with low prices, enabled by a ruthless approach to achieving high levels of
efficiency.
Amir and his team of Managers have developed a Strategic Plan that includes the following objectives.
 Increase return on capital to 8% within 2 years
 Enact a transformational change of the company that will convert all magazines to a digital format.
 Close the printing and distribution site.
 Achieve cost efficiencies through relocating the head office to a smaller office.
 Restructure head office staff through moving to a smaller core of permanent staff and more
contract staff.
It is intended that the new digital magazines will have the following features:
 Focus on health and beauty, fashion and celebrity gossip.
 Some free content but full access available only on a subscription basis.
 Additional features available to subscribers such as video clips, podcasts and discussion
Current staff information is as follows. All staff are full-time permanent staff and their total salary costs per
annum to Samson Media are also included below.
 General Manager: $200,000
 Finance Manager: $150,000
 Marketing Manager: $150,000
 Customer service manager: $100,000
 Customer service assistant: $240,000 (total salary costs for each journalist is $80,000) (2) -
$100,000 (total salary costs for each assistance is $50,000)
 Online Marketing Coordinator: $120,000
 Human Resources Manager: $110,000
 Editor: $85,000
 Art Editor: $80,000
 Journalists (3): $270,000 (total salary costs for each journalist is $90,000)
 Graphic designers (2): $240,000 (total salary costs for each journalist is $80,000)
 Editing Assistant (2): $120,000 (total salary costs for each assistance is $60,000)
 Photographer (2): $150,000 (total salary costs for each assistance is $75,000)
 Senior Designer (2): $260,000 (total salary costs for each journalist is $120,000)
 Senior Production Controller: $95,000
 Printing and distribution (20 staff): Total $1,000, 000
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The cost of running the printing and distribution site, plus staff costs is currently approximately $1,500,000
per annum. It has been identified that, given the change to the new medium of publication, it will be an
immediate priority to shut down the site and make all of the staff redundant.
The current office rent is $500,000 per annum.
Employment contracts are in place for all staff members employed in Head Office. Printing and distribution
workers are employed under an award. The CEO has indicated that he is interested in moving towards an
enterprise agreement arrangement for all remaining staff and would like to have this reviewed as part of the
change management process.
Current human resources policies and procedure include a recruitment, selection and induction policy and
procedure and a termination policy and procedure. There is an ad-hoc performance review process in
place which occurs as issues arise. There are no formal processes for training needs analysis or
professional development.
As the General Manager, you have been asked to lead the development and implementation of the change
management plan, with the first step being to consult with an organisational change expert to discuss
issues and strategies for change management for the company.
It is anticipated that, while there will be some cost savings in making the change, there will also be costs
involved including:
 Redundancies: anticipated cost is $300,000
 Upskilling staff: $100,000
 Consulting with experts: $100,000
 Communication throughout change with key stakeholders: $100,000
1. Research best practice change management strategies

Thoroughly review the case study information provided above. Analyse the company’s
organisational objectives and consider the strategic changes needs that will need to occur
based on strategic objectives.
Review Samson Media’s current human resources policy and procedures, their strategic
objectives and the need for change. In the light of the changes required to the organisation,
consider changes that may need to be made to the human resources policies and procedures.
Make notes for use in your briefing report.
Using the Internet, research change management, issues and practices, including barriers that
can impact on change, and best practice change management strategies. Make notes for
inclusion in your briefing report and to assist you in identifying best practice change
management strategies for Samson Media.
You will also need to identify these sources of information in your briefing report to show that
you have identified expert guidance on change management. So, make notes on all the
sources of information you identify and use. You should identify at least three sources of
information that could be considered to be expert sources.
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Monitor Samson Media’s external environment by researching and analysing trends in

magazine publishing and online magazine readership, and their impact on Samson Media’s
organisational objectives as set out in the scenario information. This should also include a
PESTLE analysis, reviewing political, economic, social, technology, legal and environmental
factors. Make notes on the sources of information and your general findings for inclusion in
your briefing report.
Consider major operational change requirements and recommended order of priority based on
your review of the scenario information and human resources policy and procedures. Make
notes for use in your report.
2. Develop change management briefing report

The purpose of the change management report is to identify change requirements and
opportunities and to inform the development of the change management plan.
The report will also include a section on risk management to ensure that the company is ready
for all contingencies.
Use the Briefing Report Template to guide your work.
Your briefing report must address:

 An overview of the current situation facing Samson Industries including:
o Analysis of the company’s organisational objectives and identification of strategic
changes needs.
o A review of the current human resources policies and procedures and practices at
Samson Media against strategic objectives and report on required changes.
 An analysis of the external environment relevant to Samson Media and its objectives,
including events/trends that impact on strategic objectives, including trends in magazine
publishing, as well as trends in on-line magazine readership. Your analysis should reflect a
PESTLE analysis approach, reviewing political, economic, social, technology, legal and
environmental factors.
 An outline of the major operational change requirements for Samson Media based on your
analysis and review, as well as recommended priorities for change.
 Sources of information you identified about best practice change management strategies,
as well as an overview of best practice change management strategies. Summarise each
source of information and briefly outline how it has assisted in identifying major change
requirements and opportunities.
 A cost-benefit analysis of the high priority change requirements and opportunities.
Research and document any costs for the change requirements you are recommending.
 Recommended communication and education strategies to inform all stakeholders of the
change, as well as promote the benefits of the change.
 Risk analysis of the potential risks/barriers to change for Samson Media and strategies to
overcome risks and barriers to change. In identifying risks and barriers to change and
solutions to address these, you must demonstrate high-level problem-solving skills to
identify all possible risks, as well as innovative approaches to risk mitigation.
Samson Media
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Change Management Briefing Report

Note: delete these prompts under each heading before submitting your plan
Introduction
Provide an overview of the current situation facing Samson Industries including:
a. Analysis of the company’s organizational objectives and identification of strategic
changes needs.
b. A review of the current human resources policies and procedures and practices at
Samson Media against strategic objectives and report on required changes.
External environment analysis

Provide an analysis of the external environment relevant to Samson Media and its objectives, including
events/trends that impact on strategic objectives, including trends in magazine publishing, as well as trends
in on-line magazine readership.
Your analysis should reflect a PESTLE analysis approach, reviewing political, economic, social,
technology, legal and environmental factors.
Sources of information on change management and best practice approaches

Outline the sources of information you identified about best practice change management strategies, as
well as an overview of best practice change management strategies.
Summarise each source of information and briefly outline how it has assisted in identifying major change
requirements and opportunities.
Risks and barriers to change and strategies to overcome these

Identify potential risks and barriers to change and strategies to address these using the risk assessment
template. Demonstrate your problem-solving skills, as well as innovation skills to identify risks/barriers to
change, as well as to identify relevant and innovative strategies to deal with risks/barriers to change.
Complete the risk assessment template provided to you to record risks and solutions.
Major change requirements

Identify and document major operational change requirements based on the scenario information and your
research and analysis to date.
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Prioritisation of change requirements

Outline your recommended priorities for each of the change requirements, including your reasoning/.
Cost-benefit analysis
Provide cost-benefit analysis of the high priority change requirements and opportunities. Use the
information in the scenario to inform your analysis. You may also need to research costs for the change
requirements you are recommending.
Recommended communication and education strategies

Outline your Recommended communication and education strategies to promote the benefits of the
change
Risk Assessment
Identify potential risks and barriers to change and strategies to address these using the risk assessment
template. Demonstrate your problem-solving skills, as well as innovation skills to identify risks/barriers to
change, as well as to identify relevant and innovative strategies to deal with risks/barriers to change.
Complete the risk assessment table below to you to record risks and solutions.
Risks and barriers to change and strategies to overcome these
Risk description Likelihood Impact Priority Preventative Action/Contingency Plan

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3. Draft an email to the CEO and Senior Management (your assessor).

It should introduce and summarise the contents of the attachment and ask for an appointment
to discuss the report and to provide input into the change management process.
Attach your change management briefing report to the email.

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4. Participate in a meeting with the CEO (your assessor)

You are required to participate in a roleplay meeting to discuss your briefing report and risk
assessment prior to developing a change management project plan and communication and
education plan
At the meeting, carefully explain each part of your briefing report and risk assessment,
including best practice change management strategies and the expert sources of advice you
identified to establish the best practice change management strategies.
Seek input on the change requirements/opportunities you have identified, including your
recommended priorities for the changes.
Your assessor will provide you with feedback, which you must use in the development of the
change management plan, as well as communication and education plan.
During the meeting, demonstrate effective communication skills including:

 Using active listening techniques to confirm understanding
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5. Write a draft Change Management Plan

Your plan should set out all aspects of the recommended changes, including objectives and
specific actions, as well as required resources.
Use the Change Management Plan Template to guide your work.

Samson Media
Change Management Plan
Note: delete the prompts under each heading before submitting your plan
Introduction
Provide background, link to strategic goals and other changes
Project Sponsor
This person leads the change project and is accountable for ensuring the project and change plan
are implemented
Project Objectives
Detail what the project will achieve.
Change Objectives and Principles

Provide details of:
 What the change process will achieve

 Principles that underpin the change plan
Ethical issues that need to be considered and how will the change plan will address them.
Change Plan Elements

What are the main elements in the change plan? [e.g. people/culture, systems/technology,
documentation, positions/roles, process, skills] Each of these elements may require a particular
focus in the change plan.
Rationale for the Change

List the drivers and constraints for change.
What are the risks for the change process?
Key Stakeholder Analysis

Identify the key stakeholders and:
 Analyse their response to the change [e.g. what will be their main concerns/fear, where is
there likely to be support for the change];
 Identify their needs in terms of change management and consider the style of
communication required [language style & level]; and
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 Identify the preferred media for communicating or consulting with them about the change
[e.g. sessions involving dialogue about the changes, newsletters, briefings from project
team members, frequently asked questions].
Assessment of Readiness to Change

Comment on the status of the change so far [e.g. is there a high level strategy in place that
stakeholders are already aware of and committed to that provides a framework for the change].
What elements might support the change [e.g. dissatisfaction with current processes; a workplace
culture that supports change and innovation].
Is there strong senior support for the change?
Key Change Messages

Identify 6 key messages to convey about the change process, being upfront about gains and
losses. Consider:
 What will be gained/lost for the key stakeholder groups in the change process;
 The messages from the stakeholder perspective;
 What will be their main concerns; and
 Presenting changes in a positive light even whilst acknowledging loss.
Identify Change Elements

Structures/Processes/Responsiblities/Resources/Timeframes/Performance Measures
Consider the need for particular change support structures [e.g. a change team, super
users/specialists who are trained first and can support people in the workplace, involvement of
users and key stakeholders at various stages, change champions in the workplace].
Consider if there is a need for transitional arrangements to support and whether the introduction of
the change process needs to be staged.
What will be the impact on workloads and how will these be managed?
Develop Change Plan

Develop a change plan including performance measures [how will you know the change plan is
effective?]. Ensure the plan is adequately resourced.
Actions Resource Who When Performance

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enter text. to enter text. to enter text. to enter text. to enter text.
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Reporting arrangements
Identify and explain the reporting arrangements for the project.
Consolidation
Ensure policies, procedures and performance measures reinforce the changes.
Remove organisational barriers to the change.
Reinforce how changes have provided benefits.
Evaluation
How will the change management processes be evaluated – consider summative as well as final
evaluations, how can you assess your change management strategies as you implement them?
How will the evaluation outcomes be circulated and promoted to stakeholders?
How will evaluation outcomes be used in other organisational processes?
RTO: 41160 | CRICOS: 03682M
6. Write a draft Communication and Education Plan

Develop a communication and education plan to be used in conjunction with the change
management project plan.
This plan should show how the change will be managed, including the provision of information
to staff about the proposed changes and benefits.
Ensure that the strategies you develop are designed to promote the benefits of change to staff
and to reduce the likelihood of a negative response/adverse outcomes.
Your communication and education plan should also show the reporting process to senior
management, which will be required on a regular basis.
Use the Communication and Education Plan Template to guide your work.
Samson Media
Communication and Education Plan
Audience Key message Delivery method Frequency and Location

duration of
session (if
applicable)
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here to enter to enter text. to enter text. tap here to
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7. Draft an email to the CEO and Senior Management (assessor).

Assume you need to gain input from and approval of the CEO and Senior Management.
Send an email that introduces and summarise the contents of the draft change management
plan and your draft communication and education plan and ask for their input and approval for
the to move forward with the project.
Attach your draft change management plan and your draft communication and education plan
to the email.
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8. Update your change management plan

Your assessor in the role of the CEO and Senior Management will provide you with feedback
which you must use to modify your change management plan, incorporating the changes
suggested.
Name this new document accordingly.
Samson Media
Updated Change Management Plan
Introduction
Project Sponsor
are implemented
Project Objectives

Provide details of:




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Comment on the status of the change so far [e.g. is there a high-level strategy in place that
Key Change Messages

losses. Consider:

Develop Change Plan


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Consolidation
Evaluation
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9. Update your communication and education plan

Your assessor in the role of the CEO and Senior Management will provide you with feedback
which you must use to modify your communication and education plan, incorporating the
changes suggested.
Name this new document accordingly.
Samson Media
Updated Communication and Education Plan
duration of
session (if
applicable)
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text. enter text.
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10. Draft an email to the CEO (your assessor).

The email text should confirm that you will proceed with the plan now that the required changes
have been made.
Attach your updated change management plan and your updated communication and
education plan to the email.
RTO: 41160 | CRICOS: 03682M
Completed
Yes No
Demonstrate the ability to identify change ☐ ☐ Click or tap here to enter
requirements and opportunities, including: text.
 Outlining strategic changes needs for Samson
Media based on an analysis of organizational
objectives?
 Reviewing specific policies/practices against
strategic objectives and explaining where changes
are required?
 Explaining the major operational change
requirements for Samson Media, as well as
recommended priorities for change?
 Outlining potential risks/barriers to change for
Samson Media and strategies to overcome risks
and barriers to change?
Identify and use relevant and appropriate sources of ☐ ☐ Click or tap here to enter
expert advice on change management issues and text.
practices to inform change management?
Analyse all risks associated with the change to enable ☐ ☐ Click or tap here to enter
documentation and implementation of appropriate risk text.
mitigation strategies?
Demonstrate problem-solving and innovation skills in ☐ ☐ Click or tap here to enter
the identification of risk and risk mitigation strategies text.
through identifying relevant risks and developing
innovative solutions for treating risks?
Undertake a cost benefit analysis of each of the ☐ ☐ Click or tap here to enter
identified high priority change requirements? text.
Consult with the CEO on change requirements and ☐ ☐ Click or tap here to enter
opportunities? text.
Seek input from the CEO on changes identified, as ☐ ☐ Click or tap here to enter
well as order of priority? text.
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During the meeting, demonstrate effective ☐ ☐ Click or tap here to enter

communication skills including: text.
 Using non-verbal communication to assist with
understanding
 Using active listening techniques to confirm
understanding
Develop an appropriate change management project ☐ ☐ Click or tap here to enter
plan for the priority changes incorporating resource text.
requirements, risk management and timelines?
Develop an appropriate communication and ☐ ☐ Click or tap here to enter
education plan to ensure promotion of benefits of text.
change and to reduce likelihood of a negative
response/adverse outcomes?
Consult with stakeholders on change management ☐ ☐ Click or tap here to enter
plan and communication and education strategies text.
and confirm approval to proceed?
Identify appropriate reporting arrangements for ☐ ☐ Click or tap here to enter
approval? text.
Update change management plan and ☐ ☐ Click or tap here to enter

communication and education plan and reporting text.
arrangements (if required) based on feedback
provided?

Assessor signature

Assessor name

Date
RTO: 41160 | CRICOS: 03682M

Student Declaration
Student name

Student ID number

Student signature

Date
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
RTO: 41160 | CRICOS: 03682M
Assessment Task 6: Change management presentation

project
Task summary
This assessment task requires you to implement the change management strategy by preparing and
delivering a presentation to Samson Media staff. The presentation should provide information on the
changes that will be implemented for Samson Media, and how they will affect staff. The staff will also be
given the opportunity to give some input into the process.
You will then include their ideas to update your change management plan and your communication and
education plan.
Required
 Computer with Microsoft Office and access to the internet
 Change management plan (developed in assessment task 2)
 Communication and education plan (developed in assessment task 2)
 Presentation space with chairs and a projector
 Roleplay participants
Timing
Submit
 Email with Change management presentation attached
 Email with finalised change management plan and finalised communication and education plan
attached.
Assessment criteria
RTO: 41160 | CRICOS: 03682M
RTO: 41160 | CRICOS: 03682M
1. Create a Change management presentation

Develop a presentation to assist in informing employees about the change management plan
that you developed in Assessment Task 2, as well as the communication and education plan to
be adopted during the change management process.
The purpose of the presentation is to ensure that employees are fully informed and have the
opportunity to contribute to the change management process.
Review Kotter’s 8-Step change model to assist you in developing a presentation that will appeal
to staff and will promote acceptance of the change.
Ensure that you are providing comprehensive information to staff to assist them to accept the
changes.
During the presentation, allow for some time when staff have the opportunity for input, as this
will facilitate acceptance of the change.
This will relate to the risk control treatments that you identified in your briefing report.
Your presentation should include graphics such as images, charts and tables.
You must develop the required number of slides to support a presentation of about 30 minutes.
The presentation you develop must clearly outline:

 The rationale and vision for the change
 The benefits of the change
 Impacts of the change on operations
 Strategies to be adopted to minimise the negative effects on staff. This should also include
an outline of the proposed arrangements for redundancies and the restructuring of current
jobs in head office.
RTO: 41160 | CRICOS: 03682M

It should introduce and summarise the contents of the attachment, and seek their feedback
Attach your completed Change management presentation to the email.

Your assessor will advise you of the date and time that your presentation is to take place.
RTO: 41160 | CRICOS: 03682M
3. Deliver your presentation

Using the Change management presentation that you have developed, deliver a presentation
to staff. Your assessor will be present as one of the staff members and will also organise
another 2 or 3 other students to attend.
At the outset of the presentation, indicate that the team will be able to ask questions during and
at the end of the presentation. Also inform staff that you would like to brainstorm further change
management ideas at the end of the session.
Go through each of your power point slides, explaining the changes and the change
management process. You should also describe the communication and education activities
that you have planned.
You must provide comprehensive information, outlining the coming changes to assist staff in
accepting the changes. You must also provide the opportunity for their input, which will also
facilitate their acceptance of change.
Bear in mind that there will be some sensitivities, as the changes will require job losses. Your
assessor will roleplay a staff member who is upset with the changes, and you will be expected
to respond to that staff member using effective communication and problem-solving skills.
During the presentation, demonstrate effective communication skills including:

 Using active listening techniques to confirm understanding of issues and questions
raised by employees.
At the conclusion of your presentation, seek feedback from staff on the changes that will be
implemented for Samson Media. Ask them for their ideas to inform your change management
plan and your communication and education plan. Take notes on this feedback.
RTO: 41160 | CRICOS: 03682M
4. Finalise your change management plan and your communication and education plan.
These updates should include the feedback that came out in the meeting.
Ensure that the finalised documents are named accordingly.
Samson Media
Final Change Management Plan
Introduction
Project Sponsor
are implemented
Project Objectives

Provide details of:




RTO: 41160 | CRICOS: 03682M

Key Change Messages

losses. Consider:

Develop Change Plan


RTO: 41160 | CRICOS: 03682M
Consolidation
Evaluation
Samson Media
Final Communication and Education Plan

duration of
session (if
applicable)
text. enter text.
text. enter text.
text. enter text.
text. enter text.
RTO: 41160 | CRICOS: 03682M
text. enter text.
RTO: 41160 | CRICOS: 03682M

The email text should give a summary of the meeting, and the changes that you have made to
the attachments.
Attach your finalised change management plan and your finalised communication and
education plan to the email.
RTO: 41160 | CRICOS: 03682M

Completed
successfully Comments
Did the student: Yes No
Demonstrate the ability to implement a change ☐ ☐ Click or tap here to enter
management strategy? text.
Develop a presentation that clearly outlines all aspects ☐ ☐ Click or tap here to enter
of the change management process? text.
In their presentation, clearly outline the rationale/vision ☐ ☐ Click or tap here to enter
for the change and the proposed changes, including text.
promoting the benefits of the change?
In their presentation, clearly articulate how the changes ☐ ☐ Click or tap here to enter
will impact on staff, as well as steps that will be taken to text.
minimise the negative effects on staff?
In their presentation, clearly outline the proposed ☐ ☐ Click or tap here to enter
changes in relation to operations. text.
Seek input from staff? ☐ ☐ Click or tap here to enter

text.
Respond to employee questions? ☐ ☐ Click or tap here to enter
text.
Use effective communication techniques and problem- ☐ ☐ Click or tap here to enter
solving skills in handling the upset staff member? text.
RTO: 41160 | CRICOS: 03682M

Student Declaration
Student name

Student ID number

Student signature

Date
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
RTO: 41160 | CRICOS: 03682M
Assessment Task 7: Implement change management plan

project
Task summary
In this assessment task, you will write a brief for the human resources department to guide human
resources personnel in regard to organising change management team building training.
You will also develop a staff communication to promote the benefits of the upcoming training, to assist in to
overcoming resistance to change.
Also, your change management plan will have to be re-evaluated and reviewed to accommodate changes.
Required
 Your change management plan from Assessment Task 2
Timing
Submit
 Email with human resources brief attached
 Email to promote change management team building training
 Email with revised change management plan attached.
Assessment criteria
RTO: 41160 | CRICOS: 03682M
Assume that the change management plan that was adopted by Samson Media includes training and
development for staff in a number of areas. One of these training areas is change management team
building, which is considered to be especially important during the change management process.
The training is to be delivered over an eight-week period for approximately 2 hours a week. You have also
identified that experts such as motivational speakers could also be hired for this.
You have also been given the task, in the role of Operations Manager, to send a brief to the human
resources department. This brief will be used to guide human resources personnel in regard to organising
the change management team building training and to give your ideas about the content that should be
included in the training.
Assume that, as you also believe there may be resistance to the training due to a general resistance to the
changes, that you also develop a staff communication to promote the benefits of the upcoming training and
assessment to assist in overcoming resistance to change.
1. Develop a human resources brief

To inform your brief to human resources about the proposed training, conduct research about
the benefits of change management team building, as well as ideas for the content of the
training and experts who could assist in providing the training. You should come up with at least
two ideas for team building exercises. Your brief should be no more than one page.
Using your research develop a short one-page brief to send to the human resources
department outlining the requirement to conduct the training as part of the change management
process and the timing of the training.
Outline the benefits of the training, as well as the ideas you have researched for the content of
the training, as well as possible experts who could conduct the training.
RTO: 41160 | CRICOS: 03682M
2. Draft an email to the Human Resources Manager (your assessor).

The email text should give a summary of the attachment, and the changes that you have made
to the attachments.
Attach your human resources brief to the email.

RTO: 41160 | CRICOS: 03682M
3. Draft an email to all staff (your assessor)

To inform your staff email, consider how you could best promote the training to staff to
overcome resistance to change. Review change management literature to inform your
response. This may be the same literature you identified in Assessment Task 1.
Outlining the rationale for the training, as well as the benefits of the training. Use the ideas that
you have researched to overcome resistance to change. Briefly outline some of the proposed
ideas for the training.
As a guide, your email should be between 3 to 4 paragraphs long.

RTO: 41160 | CRICOS: 03682M
4. Review and evaluate your change management plan

Review your change management plan and evaluate each section to determine changes that
need to be made based on the new activities identified.
Make any changes to the plan that are appropriate.
Save this document as Revised Change Management Plan

Samson Media
Introduction
Project Sponsor
are implemented
Project Objectives

Provide details of:




RTO: 41160 | CRICOS: 03682M

Key Change Messages

losses. Consider:

Develop Change Plan


RTO: 41160 | CRICOS: 03682M
Consolidation
Evaluation
RTO: 41160 | CRICOS: 03682M
5. Draft an email to the CEO and Senior Management (your assessor).

The email text should give a summary of the attachment, outline your evaluation of each
section, and the changes that you have made to it.
Attach your revised change management plan to the email.

RTO: 41160 | CRICOS: 03682M
Completed
successfully Comments
Implement actions from the change ☐ ☐ Click or tap here to enter text.
management plan by completing the
activities required?
Identify appropriate team building exercises ☐ ☐ Click or tap here to enter text.
that can assist with resistance to change,
as well as embedding change?
Develop information for staff to assist with ☐ ☐ Click or tap here to enter text.
facilitating embracing of change and to
encourage participation in change
management processes?
Evaluate change management project plan ☐ ☐ Click or tap here to enter text.
and update accordingly?

RTO: 41160 | CRICOS: 03682M

Student Declaration
Student name

Student ID number

Student signature

Date
Assessor name

Assessor signature

Date
Feedback

Student signature

Date
RTO: 41160 | CRICOS: 03682M
Assessment Task 8: Evaluate and review change management

plan project
Task summary
In this assessment task, you are required to review information about changes implemented, and to
evaluate the change management process.
You will then update the change management project plan as required.
Required
 Computer with Microsoft Office and Internet access.
 Staff Survey
Timing
Submit
 Email with change management review brief attached
Assessment criteria
address all of the assessment criteria. If part of this task is not satisfactorily completed, they will be asked
to complete further assessment to demonstrate competence.
RTO: 41160 | CRICOS: 03682M
Assume that the following change management objectives are included as part of the change management
process for Samson Media:
 Employees satisfied with information provided as part of the change management process.
 Communication occurred through multiple channels.
Assume that the following communication activities were implemented:

 Weekly staff meeting
 Newsletter updates through staff email
Assume it is 1 month into the change process and a Staff Survey of the remaining staff has been
conducted.
1. Write a change management review.

Review of the change management objectives, communication activities implemented, and the
staff survey comments. Evaluate the effectiveness of the change management process and
provide recommendations for improving communication activities.
Develop a short brief for the CEO of the organisation that includes your review. It should also
recommend updates to the change management plan through relevant communication
activities.
Provide a summary of themes from the staff survey, as well as your rationale for further
communication activities.
Your review should be between half a page and one-page long.

RTO: 41160 | CRICOS: 03682M

It should introduce and summarise the contents of the attachment.
Attach your change management review brief to the email.

RTO: 41160 | CRICOS: 03682M

Completed Comments
successfully
Review staff survey comments and ☐ ☐ Click or tap here to enter text.
identity key themes?
Evaluate the effectiveness of the change ☐ ☐ Click or tap here to enter text.
management process according to data
reviewed and change management
objectives?

RTO: 41160 | CRICOS: 03682M

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Final Results Record

Click or tap here to enter text.

Click or tap here to enter text.

Click or tap here to enter text.

Final Assessment Results

Task Type Result

Assessment Task 2 Planning for change S☐ U☐ DNS ☐

Assessment Task 3 Implementing change S☐ U☐ DNS ☐

Monitor and review change

Assessment Task 5 Change management plan project S☐ U☐ DNS ☐

Change management presentation

Overall unit result C☐ NYC ☐

☐ My performance in this unit has been discussed and explained to me.

RTO: 41160 | CRICOS: 03682M

Student Assessment Tasks

ICTSAS601 Implement change management

Naming electronic documents

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Click or tap here to enter text.

Do you understand your rights to re-assessment? ☐ Yes ☐ No

Student name Click or tap here to enter text.

Student number Click or tap here to enter text.

Student signature Click or tap here to enter text.

Date Click or tap to enter a date.

Assessor name Click or tap here to enter text.

Assessor signature Click or tap here to enter text.

Date Click or tap to enter a date.

Click or tap here to enter text.

Click or tap here to enter text.

Click or tap to enter a date.

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Click or tap to enter a date.

Assessment outcome S☐ NS ☐ DNS ☐ Resubmission Y☐ N☐

Student result response

Click or tap to enter a date.

Provide answers to all of the questions below:

1. Explain the key phases of a change management process.

2. Explain three reasons why an organisation might initiate change.

4. Explain how external environment can impact on change strategies.

9. Explain five principles of performance benchmarking.

10. Explain the structure of a performance benchmarking process.

12. Analyse two security issues for operating systems.

16. Explain the importance of a participative management style when implementing

18. Discuss at least three barriers to organisational change.

19. Discuss at least two strategies to address barriers to organizational change.

Student’s name: Click or tap here to enter text.

Did the student provide a sufficient and Satisfactory

Question 1 ☐ ☐ Click or tap here to enter text.

Question 2 ☐ ☐ Click or tap here to enter text.

Question 3 ☐ ☐ Click or tap here to enter text.

Question 4 ☐ ☐ Click or tap here to enter text.

Question 5 ☐ ☐ Click or tap here to enter text.

Question 6 ☐ ☐ Click or tap here to enter text.

Question 7 ☐ ☐ Click or tap here to enter text.

Question 8 ☐ ☐ Click or tap here to enter text.

Question 9 ☐ ☐ Click or tap here to enter text.

Question 10 ☐ ☐ Click or tap here to enter text.

Question 11 ☐ ☐ Click or tap here to enter text.

Question 12 ☐ ☐ Click or tap here to enter text.