BSBXCM501 - Assessment Task 2

Assessment
Task 2
Lead communication in the
workplace
BSBXCM501
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the 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 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.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student Date
signature
Task Number
------OFFICE USE ONLY-----
BSBXCM501 - Lead communication in the workplace V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Completed successfully Comments
DNS
Did the student satisfactorily:
The student has satisfactorily completed and ☐ ☐ ☐
submitted the following:
 Communication needs analysis – Report in

Task 2.1A
 List of improvements to policies in Task
2.1B
 Code of Conduct – communication with a
diverse audience in Task 2.1B
 Virtual meeting etiquette in Task 2.1B
 Process for virtual meetings in Task 2.1B
 Email to staff in Task 2.2A
 List of selected communication challenges
in Task 2.2B
 Action plan to address communication
challenges in Task 2.2B
 Planning notes for the mentoring/coaching
session in Task 2.2C
 Reflection on the coaching/mentoring
 PowerPoint in Task 2.3
 Feedback Forms from Role-Play in Task 2.3
 Email to CEO, CFO and CSM with action
plan in Task 2.3
The student actively participated in the briefing ☐ ☐ ☐

session:
 Asked questions
 Listened actively
 Took notes
Demonstrated ability to: ☐ ☐ ☐

 Analyse internal and external information
needs relevant to workplace
 Identify and document areas for
improvement in communication for team or
organisational practices
This is evidenced by:

DNS
 Communication needs analysis – Report in
Task 2.1A
 Validation of active participation in the
briefing session (Refer to Marking Sheet)

 Develop or structure communication
protocol(s) to meet organisational
information needs and goals
 Identify ways to adapt communication
protocols to suit various contexts
 Prepare materials to support and/or
implement communication protocols
 Implement plans to improve
communication processes

 List of improvements to policies in Task
2.1B
 Code of Conduct – communication with a
diverse audience in Task 2.1B
 Virtual meeting etiquette in Task 2.1B
 Process for virtual meetings in Task 2.1B
plan in Task 2.3

 Direct others to communicate according to
organisational requirements and goals
 Explain complex information to positively
influence others
 Motivate others to communicate
respectfully, considering the needs of all,
including those from diverse backgrounds

plan in Task 2.3

 Identify and address any communication
challenges to remove barriers to

DNS
understanding

 Action plan to address communication
challenges in Task 2.2B

 Identify and use a variety of
communication styles relevant to varying
audiences
 Present information in a succinct, clear and
persuasive manner

 Participation in Role-Play in Task 2.2C
plan in Task 2.3
 Participation in the Role-Play in Task 2.3
(Refer to Marking Sheet)
The student performed the Role-Play: ☐ ☐ ☐

coaching/mentoring session:
 Prepared for the session
 Met with the coachee
 Explained the aims of the coaching session
 Introduced and explained the topic
 Took into consideration the learning style of
the coachee
 Used a communication style suitable for the
session
Feedback in comments
 Provide mentoring to others to assist them
in achieving communication goals

 Planning notes for the mentoring/coaching
 Reflection on the coaching/mentoring

DNS
 Performance of the Role-Play in Task 2.2C
(Refer to Marking Sheet)
The student performed the Role-Play: present ☐ ☐ ☐

and negotiate in Task 2.3:
 Prepared a PowerPoint
 Prepared to negotiate: took in
consideration the audience, and established
the non-negotiable
 Presented persuasively
 Answered questions from stakeholders
 Listened actively
 Used questioning and summarising when
communicating with stakeholders to
confirm understanding
 Adapted communication style to the diverse
audience
 Negotiated using appropriate negotiation
technique/s such as compromise, and
collaborate
 Worked towards an agreed outcome
 Achieved an agreed outcome
Feedback in Comments.
 Evaluate differences in perspective and
critically examine outcomes
 Negotiate towards a final outcome with a
focus on key outcomes

 Participation in Role-Play in Task 2.3 (Refer
to Marking Sheet)

 Confirm and implement outcomes of
negotiation or communication using
appropriate methods


DNS
plan in Task 2.3
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration................................................................................................................................................2
Task 2 – Lead and manage communication practices..............................................................8
Task 2.1 Establish communication protocols...............................................................................................11
Task 2.2 Coordinate and support effective communication..................................................................14
Task 2.3 Presentation and negotiation..........................................................................................................17
Appendix 1 – Scenario.......................................................................................................................21

Task 2 – Lead and manage communication practices
Task summary and instructions
What is this Refer to and read the documents:

assessment task
about?  MMI company scenario (Appendix 1)
 Policies and Procedures ( in a separate folder)
You have been recently engaged by XYZ Pty Ltd trading as MMI as a
Communication Liaison Leader.
The CEO asked you to:
 Establish communication protocols

 Coordinate effective communication
 Review communication practices
This task comprises of the following assessment methods:

o Product-based ☒
o Direct observation of Role-Play ☒
o Case Study ☐
o Other (specify) ☐
It has been designed to evaluate your ability to/competency in:
 Analyse internal and external information needs relevant to

workplace
 Develop or structure communication protocol(s) to meet
organisational information needs and goals
 Identify ways to adapt communication protocols to suit various
contexts
 Prepare materials to support and/or implement communication
protocols
 Direct others to communicate according to organisational
requirements and goals
 Explain complex information to positively influence others
 Motivate others to communicate respectfully, considering the
needs of all, including those from diverse backgrounds
 Identify and address any communication challenges to remove
barriers to understanding
 Identify and use a variety of communication styles relevant to

varying audiences
 Present information in a succinct, clear and persuasive manner
 Evaluate differences in perspective and critically examine
outcomes
 Negotiate towards a final outcome with a focus on key outcomes
 Confirm and implement outcomes of negotiation or
communication using appropriate methods
 Provide mentoring to others to assist them in achieving
communication goals
 Obtain feedback from a variety of sources to manage the
outcomes of communications and negotiations
 Identify and document areas for improvement in communication
for team or organisational practices
 Implement plans to improve communication processes
Your assessor will be looking for demonstrated evidence of your

competency in the above.
You are required to address the following:

 Task 2.1 Establish communication protocols
o Identify communication improvement needs
o Establish communication protocols
o Improve existing communication processes
 Task 2.2 Coordinate and support effective communication
o Communicate improvements and protocols to staff
o Identify and address communication challenges
o Coach/mentor a staff member to help them achieve

communication goals
 Task 2.3 Presentation and negotiation
o Present to pertinent stakeholders and negotiate
o Follow up to confirm the outcomes of the negotiation
What do I need to do  submit the completed assessment tasks, according to instructions,

to complete this task  complete the tasks with sufficient detail and present them in a
satisfactorily? professional manner,
 use your own words and reference sources appropriately,

 meet the word count where required,

 use the scenario provided,
 use the templates provided where required,
 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 satisfactory
performance.
Specifications You must deliver/participate in:
 Briefing session in week 1

 Coaching/mentoring session in week 4 (Role-Play)
 Presentation and negotiation in week 5 (Role-Play)
You must submit to GOALS
 Communication needs analysis – Report

 List of improvements to policies
 Code of Conduct – communication with a diverse audience
 Virtual meeting etiquette
 Process for virtual meetings
 Email to staff
 List of selected communication challenges
 Action plan to address communication challenges
 Planning notes for the mentoring/coaching session
 Reflection on the coaching/mentoring session
 PowerPoint
 Feedback Forms from Role-Play
 Email to CEO, CFO and CSM with action plan
Resources and • Computer with Internet access
equipment • Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission You will be provided feedback on your performance by the Assessor.

opportunities 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.
Complete the following activities:

To complete this assessment, review the following:
 Policies and Procedures folder

 Scenario in Appendix 1
Task 2.1 Establish communication protocols
MMI is now opening a new campus in Sydney.
The CEO asked you to establish communication protocols to ensure effective communication between
the two campuses.
A. Internal and external information needs
Analyse internal and external information needs to deliver the communication project:
1. Review the Case Study (Appendix 1) and the policies and procedures provided in a separate
folder
2. Attend a briefing session with the CEO (played by the trainer and assessor in simulated work
conditions), to discuss the following:
 Communication and information needs (internal and external)

 Communication challenges
 Communication expectations
 Communication contexts

 Communication channels
Use this opportunity to understand the communication project requirements better, build a
positive working relationship with the CEO, and gather information to execute it.
The trainer and assessor will validate your participation in the briefing session.
If you are absent from class, it is your responsibility to make alternative arrangements with the
trainer and assessor to attend a briefing session.
3. Research the following topics:

 Virtual communication
Communication technology
 Building communication and trust with a new team

 Virtual communication protocols
4. Summarise your findings using a report (Template 1).
(150-200 words in total)
Template 1 - Communication needs analysis

Communication needs analysis - Report
Internal and external Information between two campuses
communication and Induction between new personnel
information needs Training in policy and procedures, and technology
Communication challenges Potential conflicts
Distance
Cultural intelligence
Stakeholder expectations Things will work from day one
about communication The liaison officer will do everything, no need to be involved
effectiveness Timelines
Budget constraints
Be consulted and informed
Current protocols – Include virtual meeting procedures
suggested changes and Include process to use communication technology
improvements Include reference to communication with a diverse audience
Go digital
Communication contexts and Department
channels Intra campuses
Interpersonal
Public
Print media
Social media platforms
Email

Communication needs analysis - Report
Zoom
mural
Technology options Asana

Monday.com
Slack
Zoom
mural
<Other> Optional
B. Communication protocols
Develop communication protocols to suit the identified communication context/s:
1. Review and improve the current communication policy; information management policy;
marketing policy, stakeholder engagement policy, and meeting procedures.
Document the improvement and changes you have identified for the policies and procedures in
the table below. (1-3 improvements/policy and/or procedures)
Policies and Improvement

Procedures
Communication policy
Information It’s important to create a cyber-security policy for your business –
management policy particularly if you have employees. It helps your employees to
understand their role in protecting the technology and
information assets of your business. When you prepare your
policy, ensure it guides your employees on:
the type of business information that can be shared and where
acceptable use of devices and online materials
handling and storage of sensitive material
When developing your cyber security policy consider the following
steps.
1. Set password requirements
Outline email security measures
Explain how to handle sensitive data
Set rules around handling technology
Set standards for social media and internet access
Prepare for an incident
Marketing policy Add email signature

Meeting procedures Add virtual meeting procedures
1. Choose the Right Technology. Look at your agenda to
choose the most suitable platform to use. ...

Policies and Improvement
Procedures
2. Work on Specific Skills. ...
3. Spend Time Preparing. ...
4. Set Ground Rules. ...
5. Communicate With Virtual Reality in Mind.
Stakeholder A RACI chart, also known as a RACI matrix or RACI model, is a
engagement policy diagram that identifies the key roles and responsibilities of users
against major tasks within a project. RACI charts serve as a visual
representation of the functional role played by each person on a
project team.
Example of RACI Chart
2. Develop a code of conduct (Template 2 ) to communicate with a diverse audience
Write 8-10 standards for the code of conduct.
The standards must address communicating with an audience from diverse cultural
backgrounds, communicating with people with disability, formal and informal communication.
Template 2 – Code of Conduct – communication with a diverse audience

Code of Conduct – Communication with a diverse audience
<Define diversity in the workplace and why it is important to communicate with a diverse
audience effectively>
Diversity in the workplace refers to an organizational that intentionally employs a workforce
comprised of individuals of varying gender, religion, race, age, and ethnicity.

Having clear, effective communication between co-workers, managers and executives
creates an equal opportunity workplace, in which a diverse set of individuals are empowered
to excel inclusion and respect for everyone in the workplace stands to benefit performance
and working conditions
Standards
Transparent communication Transparency is about information. It is about
the ability of the receiver to have full access to
the information he wants, not just the
information the sender is willing to provide.
Transparency embodies honesty and open
communication because to be transparent
someone must be willing to share information
when it is uncomfortable to do so. Transparency
is an individual being honest with himself about
the actions he is taking. Transparency is also the
organization being upfront and visible about the
actions it takes, and whether those actions are
consistent with its values.
Consistent communication Consistent internal communication creates a
favourable work environment characterized by
trust and productivity. All employees work in
harmony; daily tasks are accomplished while
challenges are overcome.
For companies big and small, a consistent
message can be one of their greatest
challenges. Small companies often lack the
resources to keep the message going. Big ones
trip over themselves as departments and
vendors wrestle over control.
Consistency in communication requires
teamwork, focus and discipline. It advances the
idea that one message can have many facets
and many voices, but still sounds unified. It also
advances the concept of simpler by design, one
message that can cut through the clutter and
reach a target audience.
Respect for others Respect for persons is one of the fundamental
principles in research: It is the recognition of a
person as an autonomous, unique, and
free individual. It also means that we recognize
that each person has the right and capacity to
make her or his own decisions. Respecting a

person ensures that dignity is valued.
Individuals should be empowered to make free

decisions and be given all the information
needed to make good decisions. To conduct a
research project when some of the potential
participants do not have the right or the capacity
to make a decision is a violation of research
ethics and basic human rights. Community
representatives can help recognize the unique
decision-making process of individuals and
communities and suggest the best ways to
empower participants to make voluntary
decisions.
Resolve conflicts Conflicts can arise at any time. How you utilize
conflict resolution strategies depends on both
your conflict style and your conflict resolution
skills. There are many different ways to respond
to conflict situations; some conflict styles involve
a considerate or cooperative approach while
others involve either a competitive or passive
approach.
Avoiding the Conflict
Avoiding or withdrawing from a conflict requires
no courage or consideration for the other party.
By avoiding the conflict, you essentially pretend
that it never happened or doesn’t exist.
Giving In
Giving in or accommodating the other party
requires a lot of cooperation and little courage.
Standing your Ground
While standing your ground requires courage, it
can also be inconsiderate. By standing your
ground, you are essentially competing with the
other part
Compromising
Compromising is a big step toward conflict
resolution. Both courage and consideration are
used when both parties look for common
ground.
Collaborating
Collaboration plays a major role within conflict
resolution and requires great courage and much
consideration. Collaborating with the other party

involves listening to their side, discussing areas
of agreement and goals, and ensuring that all
parties understand each other.
3. Develop a virtual meeting etiquette.
(50-100 words)
Example:
Before scheduling a meeting, make sure that you create an agenda and distribute it to
invitees in advance. And while there’s honestly no right or wrong way to do this, most
agendas have the following six components:
 Agenda header that identities who are calling the meeting, date, time, location, and
purpose.
 The key objective that answers why we’re meeting and what we want to accomplish.
 Input, such as assigning meeting responsibilities.
 The meeting work plan, or the body of the agenda that puts in order what needs to
be covered.
 Time allocation for each point.
 Following-up with participants, like sending the minutes.
Preparation tips for everyone:
Whether you’re organizing the event or attending, the following advice pertains to anyone
involved with the virtual shindig:
 Work from a quiet room that’s free from distractions like pets or family members.
Bonus points if this room is carpeted, since that reduces reverberation.
 Use a neutral background, like a grey-colored wall. Some tools like Zoom have a
virtual background you could use if this isn’t feasible.
 Make sure the room is brightly lit.
 Use your laptop and not your phone since its steadier and keeps your hands-free to
take notes. For audio-only meetings, invest in a decent pair of headphones with a
built-in mic. Bonus tip: raise your webcam to eye level.
 Always test your tech before the meeting. For phones, that means having a strong

signal and no interference. On a computer, making sure your connection is working,
turning your camera on, and double-checking your mic and speakers.
4. Develop a process for virtual meetings

(step by step or flow chart)
 Prepare the Agenda

 Send the agenda using slack
 Send meeting appointment via outlook calendar and include link to meeting
 Check Wi-Fi connection
 Be in quiet place
 Join the meeting and wait for the host to let you in
 Start the meeting is recorded
 Assign roles
 Participate in the meeting
 Use the chat if you a have question
 Write the minutes using one-note
 Close the meeting
 Prepare the meeting minutes
 Circulate the meeting minutes.
Task 2.2 Coordinate and support effective communication
A. Inform staff about changes
Write an email (Template 3) to all staff to address the following:
 Inform them about the code of conduct you developed in Task 2.1B:
o Why the code of conduct was developed
o Why it is important to communicate effectively with a diverse audience
o Standards in formal and informal communication
 Inform them about the opening of the campus in Sydney and how virtual communication will
become part of their daily work:

o Summarise the virtual meeting etiquette and process
When writing the email consider:
 Motivate and direct staff to communicate according to organisational protocols and in

alignment with organisational goals
 Explain the information to influence staff positively
 Motivate staff to communicate respectfully, considering the needs of all
The email text should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
(80-120 words)
Template 3 -Email
Email to all staff
To: All staff
Cc:
Bcc:
Subject:
Date email is sent: Changes to communication protocols
Attachments: Updated policies and procedures
Dear All,
As you all know the CEO asked me to.

After liaising with relevant stakeholders, I have identified the following improvements in our
community protocols.
Protocols are important because
We have developed the following:

 A code of conduct for communicating with a diverse audience because
 Reviewed the formal and informal standards of communication as follows
 Developed a virtual meeting etiquette
I have attached a PDF version of the documents, you can find them saved in
I our company we value and therefore it is essential to respect one another
Please do not hesitate to discuss any feedback with your manager, we value your input.
Kind regards.

B. Address communication challenges
Consider the following communication challenges extrapolated from Appendix 1:
 Introducing virtual meetings

 Expanding offering to international students
 Senior management to stay in Melbourne: campus director and team leaders to be employed
to manage and supervise Sydney's operations
 Working with dispersed teams
 Sustainability practices to be implemented in the organisation
 The organisation is top-heavy, and there are concerns that this may not suit the strategic
objectives for growth and the opening of a second campus in Sydney.
 The Board of Directors is invested in the change process; however, intervention is needed to
bring departmental managers and teams on board.
 The increased number of complaints due to lack of cultural sensibility of trainers and client
service personnel when dealing with students from the non-Australian background (15%
increase in the last six months alone)
 Lack of use of social media platforms
 Silo mentality
 Lack of communication from the top
Develop an action plan (Template 4) to address four (4) challenges from the list above. Include 10
key actions.
List the four challenges you chose in the space provided below:
1. Dispersed teams
2. International students
3. Cultural sensibility
4. Communication from the top
Template 4 -Action Plan

Action Responsibilit Timeframe Resources KPIs
y needed (one/action)
Cultural intelligence HR manager 2 months Online training All staff to complete
training the training by 80%
decrease in complaints
related to cultural

sensitivity
C. Coaching and Mentoring
Schedule a time with the trainer and assessor in week 4 of class and provide mentoring/coaching to a
staff member (played by a classmate in simulated work conditions), on one of the following topics:
 Code of conduct -communication with a diverse audience (developed in Task 2.1B)

 Communicating with people with a vision or hearing impairment
 Do's and don'ts of zoom meetings
Research the topic of choice, if you are not familiar with it.
This is a Role-Play
Duration: 15 minutes
The trainer and assessor will validate you performed the Role-Play on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer
and assessor to perform the Role-Play.
Before the Role-Play
 Assume that the coachee is a kinesthetic learner (learns from experience). Prepare a
coaching/mentoring plan in the form of personal notes:
o Confirm the chosen topic
o Outline how you will explain the topic
o Select a communication style for the session
o List the key points of the coaching/mentoring session?
Document your planning notes in the space provided below.

Prepare session using practical activities
Welcome the coachee
Explain the aims of the session
Ask for the views
Use practical activities such as a quiz about the code of conduct
During the Role-Play
 Meet with the coachee

 Explain the aims of the coaching session
 Introduce the topic
 Deliver the coaching/mentoring session
After the Role-Play
 Reflect on the coaching/mentoring session:

o Was the coaching/mentoring session useful? Why?
o What would you improve when planning a coaching/mentoring session again?
o Did the coachee learn about the topic?
o What further coaching/mentoring does the coachee need?
o What did you do well? What could you improve?
Document your reflection in the space provided below:
(50-100 words)
The session was very successful. The coachee enjoyed the practical activities and she was able to
summarise the content of the code-of-conduct
I would plan for follow up activities so that the coachee can practice the newly acquired knowledge
after the session
The coachee needs more training about communicating with people with disabilities.
I explained the topic very well and I was engaging. I have to watch my timing, the coaching session
was too long.

Task 2.3 Presentation and negotiation
Schedule a time with the trainer and assessor in week 5 to present a proposal to implement
collaborative work between the two campuses.
You will present to and negotiate with a group of stakeholders played by your classmates (Role-Play).
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback on
the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer
and assessor to perform the Role-Play.
Duration: 20-30 minutes
Focus on the following:
 Your choice of platform for virtual meetings

Zoom
Mimeo enterprise
Google meet
Microsoft teams
Skype
 Your choice of messaging program for effective communication
Slack
Microsoft teams
Google chat
Discord
Assume the following:
 The CEO gave you a budget of $5,000

 The two campuses will have 250-300 users
Prepare a PowerPoint presentation (4-5 slides) to illustrate your proposal:
 What technology/ies you would recommend

 Reasons for the recommendation, benefits, features
 Cost
 Q&A slide
Submit the PowerPoint with your assessment
Before the Role-Play
 Research and select a suitable platform and messaging program

 Prepare the PowerPoint presentation

 Prepare to negotiate. Assume the following about the stakeholders you will present to and
negotiate with:
o The CFO, LeonardBlack, is against the implementation of the new communication platforms.
He believes it is an unnecessary expense.
o Leonard Black prefers a competitive style of negotiation. He is detailed oriented; he asks many
questions; he uses facts and logic.
o The CEO, Deborah Red, is supportive of the initiative, but she wants things done fast.
o Deborah Red is set on efficiency and effectiveness; she controls her emotions, and she is
inflexible.
o The Client Service Manager (CSM), Taylor Jones, is insecure and prefers to agree during
negotiation. The CSM wants to please everyone.
Please note that your classmates will play their roles based on the notes above.
 Prepare the feedback form (Template 5) in hard or soft copy for the stakeholders to complete
after the session.
Template 5 -Feedback
Feedback Form
Full Name and Full Name:

signature of the
student completing
the feedback. Signature:
Date
The Communication Strongly Agree Neutral Disagree Strongly
Liaison Leader illustrated Agree Disagree
the proposal
X
persuasively.

Liaison Leader Agree Disagree
demonstrated positive X
reception of ideas and
sought common ground.
Liaison Leader evaluated Agree Disagree
the group's differences in
perspectives. X

Feedback Form

Liaison Leader Agree Disagree
negotiated effectively.
X

Liaison Leader was Agree Disagree
knowledgeable about the
topic. X
The presentation and Exceptional Excellent Very Good Fair Poor Very
negotiation session Good Poor
was…. X
Opportunities for Be more assertive
improvement. Prepare for objection
List 2-3. Too much text in PP, use more images or charts
During the Role-Play
 Present your proposal in a succinct and persuasive manner

 Negotiate the proposal and achieve an agreed outcome
After the presentation
 Ask the stakeholders to provide feedback about the session (Template 5).
 Collect the feedback received and submit evidence of the completed feedback forms (for example,
a scanned copy of the feedback received).
 Write an email (Template 3) to the CFO, The CEO and the CSM to confirm the agreed outcomes
and provide a plan to implement the agreed solution, using an action plan (Template 4). Include
3-4 key actions.
The email text should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
(50-100 words)
Template 3 -Email
Email to all CFO, The CEO and CSM

To: Leonard black, Deborah red, Taylor jones
Cc:
Bcc:
Subject: follow-up
Date email is sent:
Attachments:
Dear all,
Thank for attending the presentation yesterday.
The agreed outcomes of our discussion were
Please see below an action plan to implement those solutions

Purchase meeting Financial officer 2 weeks Specs from Software purchased by
platform communication due date according to
liaison leaders specs
Please do not hesitate to contact me if you have any further question.
Kindest regards.
Appendix 1 – Scenario
The company

XYZ Pty Ltd trading as MMI Professional Education is an Australian boutique education provider in
Melbourne Registered Training Organisation -RTO), offering VET accredited and non-accredited
business courses to corporate clients and to local clients (domestic students).
MMI was founded in 1998 by brothers Mark and Andrew White who built the company to become a
quality RTO with major accounts in Melbourne, Sydney, and Brisbane. Mark Brown sold his shares to
his brother Andrew who is the current chairman of the company.
The education provider is centrally located in Collins Street, Melbourne CBD with state-of-the-art
facilities:
o Administration and Management Offices (including the main boardroom, 2 meetings rooms and
a computer lab with 20 PCs) on Level 45
o 15 Classrooms, kitchenette, client lounge room and a trainers' room on Level 46
Corporate training is mainly non-accredited and delivered at the clients' premises around Australia, but
it can also be catered for at Collins Street. Corporate clients include major Bank groups, National
Management Consultancy firms, Manufacturing companies and Government agencies.
Accredited courses are delivered in Collins Street with a combination of face to face and online
training delivery. The accredited courses are the Diploma of Business and the Diploma of
Project Management. MMI has a current capacity to enrol 500 clients, current enrolment number is
250 clients.
Important note:
o A VET accredited course has been assessed by the Australian Skills Quality Authority
(ASQA) as compliant with the Standards for VET (Vocational Education and Training)
Accredited Courses and the Australian Qualifications Framework (AQF). Accreditation means
that the course is nationally recognised and that the registered organisation (RTO) can issue a
nationally recognised qualification or Statement of Attainment (this for single units only).
o Non-accredited courses are business courses that have been highly customised to meet
clients' training needs.
The current organisational structure is as follows:

Board of Directors
CEO CFO
Finance
Department
Client Services
Marketing Manager HR Manager Academic Manager IT outsources
Manager
Client Services
Marketing Team HR Team AcademicTeam
Team
The Teams are composed as follows:
 Board of Directors
o Mr Andrew White - Chairman
o Ms Francis Green - Executive Director
o Mr Eli Brown – Non-executive Director
o Ms Josephine Magenta – Non- executive Director
o Ms Deborah Red – CEO
o Mr Leonard Black - CFO
 Finance Department: CFO and 2 x financial officers (full-time)
Summary of duties: account receivable, account payable; invoicing; payroll; financial record
keeping and reporting; taxes/fees
 Marketing Team: Manager (full time) and 1 x marketing officer (part-time)
Summary of duties: promotion; design of marketing collaterals for events; social media; market
research; public relations
 HR Team: HR Manager and 2 x admin officers (part-time):

Summary of duties: Recruitment; Induction and training; performance management support;
employee relations; safety; compensation and benefits
 Client Services: Client Service Manager and 2 x receptionists; 4x client service officers, 1 x
team leader, 1 x maintenance officer
Summary of duties:
o front of office and back of office customer service activities (to include reception and
response to enquiries)
o support to academic staff
o client admin: client admission, enrolment, enrolment variations, pastoral care, completion
o building maintenance: 1x maintenance officer
 Academic Services: Academic Manager and 5 contract business trainers for corporate
training; 4 full time (ongoing) business trainers for accredited training
Summary of duties: accredited and non-accredited training and assessment; learning material
and assessment development and validation; support with compliance monitoring; pastoral
care.
 IT services: outsourced to an external company
Summary of duties: network service; database administration (inventory and staff files);
maintenance and update of communication system including CRM (Customer Relationship
management system); data management and security.
Note: in loco computer maintenance is performed by the maintenance officer who has some IT
knowledge
Company Ownership structure
The company structure is a Pty Ltd:
 The Chairman Andrew White holds 51% of the shares
 40% of the shares are held by an external corporation since late 2017, as a silent business
partner
 The remaining 9% is owned by other members of the Brown's family
Vision
Our vision is to develop outstanding individuals through quality business training that encompasses
personal and professional growth.
Mission

o We create successful careers in business to advance business growth and to positively impact
on the broader community.
o We strive to provide exceptional business training that focuses on quality of teaching, practical
learning, and successful outcomes
Values
Our core values are:
 Quality
 Integrity
 Accountability
 Respect for diversity
 Innovation
MMI quality standards
 Australian Skills Quality Authority (ASQA)

standards
 ISO9001 – Quality Management Systems
 ISO 27001 Information Security
 ISO 31000 Risk Management
 Australian Business Excellence Framework
MMI – Boards' of Director expectation
 Quality of practices
 Innovative solutions for business growth based on hard data and extensive research
 Build an innovative and agile company that can respond to the challenges of an ever-changing
business environment
 Become market leader
 Increase value for shareholders and clients
Industry, market, and strategic business direction
MMI Professional Education is a Registered Training Provider (RTO) based in Melbourne, Australia that
offers business accredited and non-accredited courses to corporate clients, and local clients.
Strategic Objectives:

 To expand the basis of the operation to Sydney where the company has experienced a high
increase in demand for corporate training
 To increase revenue by 10% annually for the next 3 years
 To increase profits by 10% annually for the next 3 years
 To position the company as a leader for quality business education in Australia within the next
three years
 To expand the course offering by adding new qualifications to the scope of registration: the
Diploma of Leadership and Management and the Advanced Diploma of Program Management
 To increase the base of local clients attending accredited courses
 To implement sustainability to work practices: social, financial, and environmental
 To expand the offering to international students by repackaging accredited business courses to

add an internship component during the course
Current positioning
 MMI enjoys a good reputation in the industry as a quality provider of business courses for
corporate clients
 Courses are marketed as hands-on, with trainers that currently work in the industry, providing
current and cutting-edge skills to business professionals
 MMI currently holds 15% of the corporate business training in Australia
 MMI does not currently deliver business courses to international clients
 MMI does not currently deliver courses overseas
 The company is financially stable and sustainable
Operational overview
 State of the art facility in Melbourne to be replicated in Sydney
 Systems in use:
o Student Management System (MMI system)
o Learning Management System (Moodle)
o Accounting Management System (MYOB) – does not interface with MMI system
o Share drive

o Share points
o Zoom
o Project Management Application for remote teamwork (trainers): Wrike
 Trainers work both on-site in Melbourne and around Australia
 Senior management to stay in Melbourne: campus director and team leaders to be employed
to manage and supervise Sydney's operations
 Staff to be employed for the Sydney Campus
 Administrative tasks such as enrolments will be undertaken by the Melbourne's campus
 Virtual teamwork practices to be implemented between Melbourne and Sydney
 Website tailored to international students to be developed
 Develop and implement sustainability policy and practices across the organisation, and
sustainability has not been on the top five priorities of the company so far
 All trainers are based in Melbourne; this impacts on financial costs when having to move
trainers to other Australian capitals to conduct corporate training. Trainers who deliver
corporate training receive a generous daily allowance when outside Melbourne ($250/day), all
travel and accommodation expenses are paid for by MMI. This generous package impacts an
average of 20% on the profit margin for each corporate course that is sold
Organisational culture
The organisational culture experienced at MMI is a mix of market and hierarchy culture.
 The Market Culture: This culture is built upon the dynamics of competition and achieving
concrete results. The focus is goal-oriented, with leaders who are tough and demanding. The
organisation is united by a common goal to succeed and beat all rivals. The main value drivers
are market share and profitability.
 The Hierarchy Culture: This culture is founded on structure and control. The work environment
is formal, with strict institutional procedures in place for guidance. Leadership is based on
organised coordination and monitoring, with a culture emphasising efficiency and
predictability. The values include consistency and uniformity.
(Source: https://popinnow.com/four-types-organizational-culture/ )
 The organisation is top-heavy, and there are concerns that this may not suit the strategic
objectives for growth and the opening of a second campus in Sydney.
 The Board of Directors is invested in the change process; however, intervention is needed to
bring departmental managers and teams on board.

 It is recommended that an organisational culture more suitable for innovation, sustainability,
agility, and progressive growth is developed and implemented.
Operational issues
The following operational issues have been identified internally:
 The increased number of complaints due to lack of cultural sensibility of trainers and client
service personnel when dealing with students from the non-Australian background (15%
increase in the last 6 months alone)
 All trainers are based in Melbourne; this impacts on financial costs when having to move
trainers to other Australian capitals to conduct corporate training. Trainers who deliver
corporate training receive a generous daily allowance when outside Melbourne ($250/day), all
travel and accommodation expenses are paid for by MMI. This generous package impacts an
average of 20% on the profit margin for each corporate course that is sold
 An increasing number of enrolments in Melbourne, projected student population to raise from

205 to 450 by mid-2021. Current facilities are not sufficient to accommodate the increase in
numbers (current facilities can accommodate max 350 students)
 Delays in achieving marketing objectives due to the composition of the team (2 part-timers
and one contractor) that cannot sustain the increased amount of marketing tasks (corporate
events to enhance networking and identify potential corporate clients have increased by 30%
in the past 6 months)
 A new student management system has been developed in-house. The system was
recommended by the Client Services and the Academic Managers for the seamless integration
of the student management and the learning management system. However, the two
managers failed to perform due diligence, and they did not consider that the new system does
not interface with the finance management system. This will cause operational disruptions to
the workflow as finance records (mainly revenues) will have to be manually inputted based on
the new system's reports on enrolment.
 Covid19 has decreased sales by 20%, the company has managed to deliver existing courses
and still maintain a reasonable margin of new enrolments online
Marketing
 MMI has not heavily invested in marketing activities, relying mainly on word of mouth.
 The company has a website:
o Old fashioned look, quite austere
o Not responsive
o In the mobile version, after you have clicked in a few pages, the navigation becomes
daunting
o Heavy use of text

o Infrequent updates
 Social Media: there is a FB page that is rarely updated, the LinkedIn Page is not in use
 Print advertisement: Industry magazine
 Referrals: education agents are paid 15% commission for referring students
 Discounts: twice/year MMI offers 10% for new enrolments to attract more students
 Yearly marketing budget: $75,000
 The marketing team is small and not experienced in digital and social media marketing
Pricing
Product Target Market Price

Corporate Training  Management Face to Face classroom
Topics:  Individuals looking for (average of 10 participants) $
 Operational Management upskilling to advance their 2,000/participant
 Leadership career Online $ 800/participant
 Project Management Individual coaching $ 150/hour
 Emotional Intelligence
 Change Management
Diploma of Business Domestic students Blended learning:
$ 4,000/student
Diploma of Project Domestic students Blended learning:
Management $ 6,000/student
Workforce Overview
The following has been reported:
 Turnover rates are high in the academic department (30% yearly) due to the contractual
nature of some of the roles. Ongoing training staff is steady, however, there is a need to
invest more in their professional development to keep industry currency when teaching.
 Need for a succession plan for management roles
 Gender unbalanced
 Recruitment is done externally, few opportunities for advancement are offered to existing staff
 A recent staff survey outlined the following:
o Lack of opportunities for advancement
o Top heavy management
o Silo mentality

o Not enough room for innovation and improvement
o Lack of well-defined sustainability policy
o Diversity policy is very generic
 HR practices are mainly focused on administrative duties. The Board of Directors has
identified the need to embrace HR practices as an essential strategic tool for business
advancement.
 Training on HR practise is required for management
 Staff lament a lack of communication from the top
 Sense of working in silos
Remuneration (average) for each role is as followed:
 Board of Director – 25-50 k/year
 CEO – 250 k/year
 CFO – 180 k/year
 Managers – 120k/year
 Receptionist $ 52k/year
 Officers (including team members in the Marketing dept) $ 65k/year
 Team Leader $ 78k/year
 Trainer (ongoing) $ 85k/year
 Trainer (contractor): $ 80/hour. Trainers who deliver corporate training receive a generous
daily allowance when outside Melbourne ($250/day), all travel and accommodation expenses
are paid for by MMI.
Note:
 The above remuneration must be considered pro-rata for part-time staff.
 Superannuation is excluded and should be added at 10% to employee's ordinary earnings
 Superannuation is paid to contractors (business trainers)


BSBXCM501 - Assessment Task 2

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Assessment

------OFFICE USE ONLY-----

BSBXCM501 - Lead communication in the workplace V3 2021 Page 2

◻ Student requested reasonable adjustment for the assessment

Completed successfully Comments

 Communication needs analysis – Report in

The student actively participated in the briefing ☐ ☐ ☐

Demonstrated ability to: ☐ ☐ ☐

This is evidenced by:

BSBXCM501 - Lead communication in the workplace V3 2021 Page 3

Demonstrated ability to: ☐ ☐ ☐

This is evidenced by:

Demonstrated ability to: ☐ ☐ ☐

This is evidenced by:

Demonstrated ability to: ☐ ☐ ☐

BSBXCM501 - Lead communication in the workplace V3 2021 Page 4

This is evidenced by:

Demonstrated ability to: ☐ ☐ ☐

This is evidenced by:

The student performed the Role-Play: ☐ ☐ ☐

This is evidenced by:

BSBXCM501 - Lead communication in the workplace V3 2021 Page 5

The student performed the Role-Play: present ☐ ☐ ☐

This is evidenced by:

Demonstrated ability to: ☐ ☐ ☐

This is evidenced by:

BSBXCM501 - Lead communication in the workplace V3 2021 Page 6

Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

BSBXCM501 - Lead communication in the workplace V3 2021 Page 7

Task summary and instructions

What is this Refer to and read the documents:

The CEO asked you to:

 Establish communication protocols

This task comprises of the following assessment methods:

It has been designed to evaluate your ability to/competency in:

 Analyse internal and external information needs relevant to

BSBXCM501 - Lead communication in the workplace V3 2021 Page 8

Your assessor will be looking for demonstrated evidence of your

You are required to address the following:

o Identify communication improvement needs

o Establish communication protocols

o Improve existing communication processes

 Task 2.2 Coordinate and support effective communication

o Communicate improvements and protocols to staff

o Identify and address communication challenges

o Coach/mentor a staff member to help them achieve

 Task 2.3 Presentation and negotiation

o Present to pertinent stakeholders and negotiate

o Follow up to confirm the outcomes of the negotiation

What do I need to do  submit the completed assessment tasks, according to instructions,

BSBXCM501 - Lead communication in the workplace V3 2021 Page 9

 meet the word count where required,

Specifications You must deliver/participate in:

 Briefing session in week 1

You must submit to GOALS

 Communication needs analysis – Report

Re-submission You will be provided feedback on your performance by the Assessor.

BSBXCM501 - Lead communication in the workplace V3 2021 Page 10

satisfactorily completed, the assessor will explain why, and provide

Complete the following activities:

 Policies and Procedures folder

Task 2.1 Establish communication protocols

MMI is now opening a new campus in Sydney.