Assessment Templates

BSBCMM511 Communicate with influence

Student ID Student Name

MV091455 First Name: Vanessa

Last Name: de Melo Peixoto

Group Work
This assessment task has been completed by the following persons and we acknowledge that it was
a fair team effort where everyone contributed equally to the work completed. We declare that no
part of this assessment has been copied from another person’s work except for where we have
listed or referenced documents or work and that no part of this assessment has been written for us
by another person.
Group Members’ Names

Student ID Student & Last Name

MV093529 Amanda Militao

Student’s declaration:
By submitting this assessment, you acknowledge and agree to the following conditions. Check all
boxes if you agree.

☐ I have read and understood the details of the assessment

I have been informed of the conditions of the assessment and the appeals process and
☐
understand I may appeal if I believe the assessment is not equitable, fair or just

☐ I agree to participate in this assessment, and I am ready to be assessed

I have acknowledged all sources where appropriate in accordance with Greystone

☐ College’s Academic Integrity Policy, and I believe other group members have done the
same

I declare that no part of this assessment has been copied from another person’s work
☐ with the exception of where I have listed or referenced documents or work and that no
part of this assessment has been written for me by another person.

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Submitting your assessment:
Complete all assessment tasks, upload the Templates document and submit in Moodle for grading.
Videos and information on how to submit work through Moodle are in the FAQ section of your VET
Orientation course. Once your assessment is graded, you will receive an email notification. Check
your grades and submission feedback on Moodle.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.
Authentic: I am assured that the evidence presented for assessment is the learner’s own
☐
work

Valid: I am assured that the learner has the skills, knowledge and attributes as described
☐
in the module or unit of competency and associated assessment requirements
Current: I am assured that the assessment evidence demonstrates current competency.
☐
This requires the assessment evidence to be from the present or the very recent past
Sufficient: I am assured that the quality, quantity and relevance of the assessment
☐
evidence enable a judgement to be made of a learner’s competency

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Task 2 – Knowledge Questions
1. Why is it important to understand the needs of your audience and the purpose of your
communication when preparing your position?

It’s important to understand the needs of the audience because you can prepare
yourself to answer people’s questions, to reach the expectations of them, know the
best tone, use a communication style relevant to your audience, this way you will be
prepared to keep the subject more attractive, relevant and meaningful to the
participants.

2. Outline three (3) strategies for cross cultural communication.

Learn about their cultural background to ensure that you understand differences in
communication, body language, male/female interactions and terminology.

Be mindful of any religious or spiritual belief

Adopt a model of behavior and attitudes that promote culturally inclusive work practices.

3. Define the purpose and the position you would take in the following situations:

Situation Purpose of the information Position

Providing a new employee To inform / To induct new staff New staffs

with company history, policies members
and personnel within the
company
A review with an under- Performance management Team members
performing employee
supported with productivity
reports and feedback
Promotion of a new product To generate sales New and existing costumers
range that your company is
introducing to the market that
will save customers money

4. Select communication techniques for problem-solving strategies by placing the letter of the
communication technique next to the correct problem-solving strategy.

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Communication techniques:
A. Negotiation
B. Mediation
C. Conflict Resolution
D. Incident De-escalation
Communication
Problem solving strategy
Technique
Involves closing down the issue before it grows into a bigger conflict. If this
were to happen in a meeting, you could shut down the conversation and
Negotiation
agree on another time to discuss it, then go through problem-solving steps to
resolve any issues.
Involves using problem-solving techniques or calling meetings to identify and Incident De-
discuss the issues and reaching a consensus on how to solve them. escalation
A process where two or more parties with different interests and goals discuss Dispute
issues to find a mutually acceptable solution. Resolution
A form of workplace conflict resolution, a confidential process where an
impartial and independent third person facilitates communication between Mediation
two or more people in dispute.

5. Outline three (3) types or reasons for workplace meetings and include the purpose, types of
materials used and expected schedule.
Schedule
Meeting Type/Reason Purpose Types of Materials Ad hoc, weekly,
monthly
Motivate Team Performance management Whiteboard, agenda Monthly
Reach deadlines, Whiteboard or flip Weekly
improvement of the company, chart
Set Goals
keep the standard of the
company
To inform,train the staffs, Memo, email, group Monthly
Provide training keep the standard of the meeting
company

6. Name four (4) strategies you would employ to run a structured and inclusive meeting.

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 Here are some strategies for including all participants in a meeting.
• Introduce each agenda item clearly and explain what you hope the meeting will achieve.
• Allow sufficient time for debate.
• Refer to participants by their name so they feel they are acknowledged and part of the
meeting.
• Understand group dynamics and interaction. Try to involve those people who you know are
shy about speaking. Watch for people dominating discussions.

7. Organisations operate with many policies and procedures to assist with the smooth and
legal running of their business. Using the numbered list below, identify all policies and
procedures that would be used in the following communication situations (Note – some may
be assigned more than once).
Policies and Procedures:
1. Health and Safety policy
2. Employment contracts
3. Code of Conduct
4. Recruitment policy
5. Employee handbook
6. Complaints procedure
7. Confidentiality policy
Policies and Procedures used
Communication situations
(at least three (3))

Health and Safety policy

Making an induction presentation to a group of new Employee handbook
staff members: Code of Conduct
Confidentiality policy

Code of Conduct
Negotiating with an unhappy and rude customer who
Complaints procedure
would like to make a complaint:
Confidentiality policy

Employment contracts
Participating in a recruitment meeting to discuss Recruitment policy
candidates: Confidentiality policy
Code of Conduct

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8. Name the government legislation that protects the Privacy of Information in Australia and
describe what it regulates.

The law is the Privacy Act 1988. The law protects and regards personal information about
individuals as confidential. This law is responsible for regulates how various types of organizations
can use personal information, including the information provided by employees and customers.

9.
List at least three (3) pieces of personal information that are protected under the Act.

• criminal record
• health
• membership of a professional or trade association
• membership of a trade union

10. Confidential information can concern areas of a business such as communication,

technology, operations, finance, transactions or third parties such as suppliers. Name at
least five (5) sources of confidential information within a business.

• plans
• ideas
• accounts
• data
• reports
• client information
• decisions

11. Where could you seek advice on how to handle confidential information? Provide at least
three sources.

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 - You can refer to your organization polices and procedures;
- Or comply with all Commonwealth, state or territory privacy legislation;
- You can ask advice from a more senior or experienced work colleague.

12. When communicating with others it is important to determine the tone, structure, and style
to use. Explain why this is important and the impact it can have on others. Include a
workplace communication example in your answer.

The correct decision on the tone, style and structure of your presentation helps you to
communicate better with your target audience. When you deliver a presentation you
need to communicate with your audience in the best way, in a way that is accessible to
everyone and keep your audience always interested.
For example in your workplace you should use an informal, friendly tone that way you will
be better understood by your coworkers. It is also important that the presentation should
be brief and objective, as the participants will have basic information knowledge.

13. Provide three (3) reasons why it is important to resolve conflict in the workplace.

-It is important to resolve the conflict and know how to turn conflicts into opportunities for
growth, progress and improvement in organizational performance.
- It is also important to address these issues before they begin to affect productivity,
performance or staff wellbeing.
- The quick and effective resolution of the conflict can be to show that the team has a good
leadership.
- It is also important to resolve conflicts before they adversely affect other people,
including customers, clients, co-workers or observers.

14. What steps could Jenny take to resolve the conflict effectively? List five (5) steps.

- Arranging a time for the relevant parties to meet to discuss the situation
- Explaining the need for commitment and cooperation between team members in
order to achieve common goals
- P opportunities for resolution, such as brainstorming potential solutions
- Explaining the organisation’s processes if a resolution cannot be achieved ----
Negotiation

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15. List three (3) techniques Jenny could use to control her emotions when talking to Mark.

• Communication
• Mediation
• Negotiation

16. Access the BizOps Management team document. Use the organisational chart to complete
the following:

Name a relevant stakeholder, a reason why the stakeholder could be communicating with
BizOps, and which department manager at BizOps would need to give approval.
An example: HR Manager (Department) may communicate with Fair Work (Government
agency) when determining changes to work conditions (reason).
External Name/ Type of Reason for Seek approval from:
Stakeholder stakeholder Communication

Government
Organisation
Industry –
supplier of
goods for sale
or use in the
business
Media
Event

17. Outline the process you would use to plan and document a negotiation and meet the needs
of stakeholders.

Negotiations should always be approached with a clear set of strategies, messages and tactics, we
need to discuss the concepts and ideas, propose the offer and listen to the other then we can
negotiate asking for what you want and think about the other ideas to have consensus of all the
parts.
After the negotiation we need to have an email summarising what was agreed, minutes of the
negotiation meeting and a draft contract or agreement.

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18. It is important to confirm the outcome of a negotiation. Name two (2) ways you could
communicate with stakeholders and establish common ground for a potential compromise.

• an email summarising what was agreed

• a draft contract or agreement.

Decide the best meeting forum for stakeholders to contribute to discussions for the following
business objectives. Name two (2) for each:

19. To inform all staff of a new system being introduced.

- Email
- Group meeting

20. To share details of a new product in the marketplace.

- Face-to-face contact
- Group presentations

21. List at least (6) meeting materials to be prepared and distributed to stakeholders prior to
and after a meeting.

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 The materials to be prepared will depend on the type and purpose of the meeting. For example,
an annual board meeting may require a notice of meeting, an agenda (or draft agenda), previous
minutes, financial reports, project reports or motions on notice; whereas a staff meeting may only
require an agenda (including notice of meeting) and previous minutes.
Also after a meeting we need to have a report, discussion paper or a copy of a letter, and if we
have confidentiality requirements.

22. Why is it important to follow up with stakeholders after a meeting? Give two (2) reasons.

Outcomes of a meeting must be reported to the relevant stakeholders as soon as possible so any
follow-up actions can be promptly undertaken.
Because after the meeting the information that we talked about is still fresh in participants’
minds.

23. What must you first consider when beginning to prepare for a presentation?

We need to know which requirements the presentation need, these will be influenced
by the purpose, audience, forum, technology, organisational requirements, subject matter
and time constraints, also observe the legislative and organisational requirements,
communications styles.

24. Why is it important to provide opportunities for the audience to ask questions and how
would you follow up with the audience after a presentation?

When people ask questions it makes it challenging, so you reflect critically on your
performance by providing a different perspective, and they can provide valuable
feedback at all stages of your presentation work.

25. Identify two (2) strategies for evaluating a presentation.

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 It’s important to support for individual participants during the presentation using
opportunities to ask questions and make comments.
It’s important to have quality and suitability of materials and handouts, including also
voice, pace, timing, engagement during the presentation.

25 questions total

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Task 3: Project – Develop a Communication plan

Step 1 - Review BizOps Customer Service Policy and Organisational

Plan.

To keep the high service levels in our department and meet the demand of the
increase in phone sales we will develop some ideas like:
- Increase the number of workers on phone sales
- Training for the workers
- Staff improvement

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Step 2 – Develop the communication plan
Communication Plan Template
Student must delete instructions when complete and before submission.
Position statement:
Organisational objectives:
Relevant stakeholders and any
communication needs
Required resources
Method/forum
Schedule/delivery date
Relevant policies/procedures
Authority to present material
Confidentiality requirements
Documentation
Position, tone, structure and
style of communication
External consultant:
Information they require
Questions to ask
Greystone College Australia:
Write a statement about the current situation.
Outline organisational objectives. What is the main focus?
What are you trying to achieve?
Who is involved? Who needs to be involved? Do they have
communication method preferences such as digital or
written (if known)?
What will you need to communicate information to
stakeholders? Any equipment, digital tools or meeting
materials required?
Consider slideshow presentation, video conferencing
What date will the information be communicated? When
will the meeting or presentation take place?
What policies or procedures need to be considered when
communicating information? Consider confidentiality and
Privacy
What policies will be used or referenced in the meeting or
presentations?
Is there information that may be sensitive, confidential or
conflict of interest? Do you have authority to
communicate this information? Do you need to seek
approval? Who from and what for?
Identify any confidential information, such as financial or
personal data or internal procedures. How does this
information need to be managed?
What documentation will be required to support your
communication. Consider hand-outs, presentation slides,
statistical analysis, policies etc.
Consider the audience, and style of communication (formal
or informal). What tone will convey your message
appropriately? How will you structure the communication for
the audience and timeframe allocated? What communication
techniques are required such as persuasive, collaborative
etc.?
What background information will the external consultant
need to better understand BizOps structure, procedures,
staffing model and any other internal processes?
When working out what to ask, consider his experience and
expert knowledge and what could be applied to this scenario.
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Step 3 – Prepare an email to Sarah Voss and other relevant personnel
Email Template
To: Sarah Voss

Cc:
From: Vanessa de Melo Peixoto

Sent: 06/01/2021
Subject: Meeting Request

Ms. Voss,
Good morning, I’m writing this email to schedule a meeting concerning about our
increase of phone sales and improvement of staffs as we know we had a
significant increase on sales, so it’s really important to discuss and encourage our
workers to share the ideas to keep our standard, If it’s convenient, I would suggest
meeting on Friday, 4th of June in the morning at 10am.
I’d rather to have a video conference meeting to avoid any misunderstanding and
make it easy for everyone.
I’m planning to discuss the ideas focusing on phone sales and hear the
suggestions from everyone in the meeting I invited Darren Lin the external
consultant to participate in the meeting, so I would like to request approval to
present sensitive and confidential information.
I’m looking forward to discuss some improvements to provide high quality
customer service in our department and improve the training of the staffs.
Kindly confirm your availability and preference if you’d like to change the time or
location.

Kind regards,

Vanessa Melo

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Step 4 – Prepare an email to invite your department managers and
Darren Lin to the meeting.
Email Template

To: Darren Lin

Cc:
From: Vanessa de Melo Peixoto

Sent: 06/01/2021
Subject: Meeting Request

Ms. Lin,
I hope this email finds you well. I’m writing this email to schedule a meeting
concerning about our increase of phone sales and improvement of staffs.If it’s
convenient, I would suggest meeting on Friday, 4th of June in the morning at 10am.
I’d rather to have a video conference meeting to avoid any misunderstanding and
make it easy for everyone.
I’m planning to have an hour meeting to hear all the ideas and suggestions.
I’m inviting the department managers, they will participate in the meeting.
I’m looking forward to discuss some improvements to keep the high service levels
in our department and meet the demand of the increase in phone sales.
Kindly confirm your availability and preference if you’d like to change the time or
location.

Kind regards,

Vanessa Melo

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Step 5 – Prepare a 15-minute presentation

Presentation Notes & Handout Material Template

-Training staffs
- Hire new staffs
- Artificial inteligence
We will use these ideas to keep the standard of the company even increasing the phone sales.
We will organise the budget to improve the training and software keeping the same standard.
The customers will be able to choose be served by human or robot.
We will try to get feedback from the customers to keep improving what they suggest and fixing the
issues.

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Step 6 – Prepare a Negotiation Plan
Negotiation Plan Template
Position statement:
Relevant stakeholders
Potential issues/problems
Objectives of negotiation
Stakeholder needs/requirements
Anticipated counterarguments
Supporting arguments
IMPORTANT: Check you have completed the following for Task 3.
 Communication Plan
 Two Emails – Request for approval & Meeting invite
 Presentation notes & Handout Material
 Negotiation plan
Task 4 – Role plays 1 & 2
Greystone College Australia:
What is your current situation?
Darren Lin ( external consultant)
Sarah Voss
Department managers
The recruitment and training of new staff is a key
success factor in meeting the strategic objectives of
the business plan, so we need to review our budget
We would like to keep the same standard of phone sales,
keep the staff motivated and engaged, offer training for
staffs.
Have meetings to know the feedbacks.
What will stakeholders need help with for them to
support your ideas? What information would be helpful
to them? Are there any special needs to consider such as
how they receive information?
- They can try to avoid many meetings, because of time.
- Budget
I will need to keep an eye on the feebacks to show that
the training for the staff is helping with the improvement
on sales.
Feedbacks
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Role-Play 1
Part A: Presentation meeting with staff and external consultant
Part B: Post presentation

Part B – Post Presentation

Step 3 – Complete the feedback record template
Feedback Record Template
Student must delete instructions when complete and before submission

Feedback Record
Stakeholder feedback
Date: Stakeholder names:

Time: Stakeholder
positions:

Feedback on content
of presentation

Feedback on delivery
of presentation

Were objectives of
presentation
achieved?

Suggested
improvements

Self-evaluation
Own evaluation of How was the pace of your presentation? Was the tone appropriate for
presentation the audience? Did the structure of the presentation make it easy to
present your ideas? Were you prepared for the questions? Did you ask
enough questions to gain understanding? Did you provide enough
information to your audience? Was the delivery in the right format for
the audience?
Areas for How do you need to improve the delivery of your presentation? Could
improvement you improve the content and the structure? What feedback did you
receive? How could you improve your questioning techniques?

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 Step 4 - Write a Report
Report Template
Student must delete instructions when complete and before submission

BizOps Report

Date:

Name:

Department:

Purpose What is the purpose of this report? What will it be used for?

Overview What was the situation? Why did it need addressing? Who asked for the
information? How did you collect the information? What was the process?
Who was involved?

Key points What areas were discussed? What ideas were presented? What were the
key points of the discussion? What was considered in the discussion –ie
policies, legislation etc?

Summary of key What was the summary of the discussion of each of the points? Was there
points supporting evidence presented? What was it? What issues were
uncovered? Why would some ideas work better than others? What
resources were required? How did the ideas work within a timeframe? Do
the ideas comply with company and government constraints?

Outcomes What was achieved? What was selected and why? What next?

Actions or
Who is Responsible? By when?
recommendations

What needs to be Which colleague will be assigned to the task? When must this be
followed up? done?
What additional
information is
required?
What supporting
evidence is
required?

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How will this be
presented?
Who needs to be
involved?
Would approvals be
required?

How will the report

of meeting
outcomes be
distributed to
stakeholders?

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Role-Play 2
Part A: Prepare for a management presentation meeting
Part B: Present to management
Part C: Post presentation
Part A: Prepare for a management presentation meeting
Step 1 – Develop a communication plan
Communication plan
Student must delete instructions when complete and before submission
Position statement:
Organisational objectives:
Relevant stakeholders and
their needs
Required resources
Method/forum
Schedule/delivery date
Relevant policies/procedures
Authority to present material
Confidentiality requirements
Documentation
Tone, structure and style of
communication
Greystone College Australia:
Write a statement about the current situation.
Outline organisational objectives. What is the main focus?
What are you trying to achieve?
Who is involved? Who needs to be involved? Do they have
communication method preferences such as digital or written
(if known)?
What will you need to communicate information to
stakeholders? Any equipment , digital tools or meeting
materials required?
Consider slideshow presentation, video conferencing, handouts
etc.
What date will the information be communicated? When will
the meeting or presentation take place?
What policies or procedures need to be considered when
communicating information? Consider confidentiality and
privacy.
What policies will be used or referenced in the meeting or
presentations?
Is there information that may be sensitive, confidential or
conflict of interest? Do you have authority to
communicate this information? Do you need to seek
approval? Who from and what for?
Identify any confidential information, such as financial or
personal data or internal procedures. How does this
information need to be managed?
What documentation will be required to support your
communication? Consider hand-outs, presentation slides,
statistical analysis, policies etc.
Consider the audience, and style of communication (formal or
informal). What tone will convey your message appropriately?
How will you structure the communication for the audience
and timeframe allocated? What communication techniques are
required, such as persuasive, collaborative etc.?
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Information that may be What additional information would they need to make a
required by management team decision? What evidence do you have to support your ideas?

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Step 2 - Develop a Negotiation Plan.
Negotiation plan
Student must delete instructions when complete and before submission
Position statement:
Relevant stakeholders
Potential issues/problems
Objectives of negotiation
Stakeholder
needs/requirements
Anticipated
counterarguments
Supporting arguments
What is your current situation?
Who is involved in the negotiation?
What potential issues may be identified from your ideas being
presented? Are these to do with resources such as staffing or
budget? Will timing or implementation be an issue? Are
there any legislative restrictions? Will BizOps reputation be
affected? Will inventory (stock) be affected?
What are you hoping to achieve in the negotiation?
What will stakeholders need to help them support your ideas?
What information would be helpful to them? Are there any special
needs to consider such as how they receive information?
What might they say to prove your ideas wrong or unsuitable?
What areas might they challenge you on?
What response will you have ready for the challenges? Do you
need documentation, links, references, studies, data, reports etc?
Have you considered timeframes, implementation processes,
additional communication and costings?
How can you support your ideas? What examples do you have?
What supporting evidence can you provide? Is there anything the
external consultant or another expert could contribute? Are there
case studies or statistics to support your idea?

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Step 3 - Prepare an email invitation to the management team
Email Template
Student must delete instructions when complete and before submission
To:

Cc:

From:

Sent:

Subject:
What are you inviting them to? Where will it be held? Who is attending? What is the purpose? Do
you require a response? Will they be required to prepare or bring anything with them? How long
will the meeting be? What is being discussed?

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Part B: Present to management
Step 4 - Conduct the presentation meeting

Part C: Post Presentation

Step 5 – Prepare a Feedback Record
Student must delete instructions when complete and before submission

Feedback Record
Stakeholder feedback
Date: Stakeholder names:

Time: Stakeholder
positions:
Feedback on content
of presentation
Feedback on delivery
of presentation
Were objectives of
presentation
achieved?
Suggested
improvements

Self-evaluation
Own evaluation of How was the pace of your presentation? Was the tone appropriate for
presentation the audience? Did the structure of the presentation make it easy to
present your ideas? Were you prepared for the questions? Did you
ask enough questions to gain understanding? Did you provide
enough information to your audience? Was the delivery in the right
format for the audience?
Areas for How do you need to improve the delivery of your presentation? Could
improvement you improve the content and the structure? What feedback did you
receive? How could you improve your questioning techniques?

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Step 6 - Prepare Meeting Minutes

Meeting Minutes Template

Date: Date of meeting
BizOps
Time:
Meeting Minutes Location: Is the meeting online?

Meeting called by: Who is responsible? Type of meeting: Types could include status,
decision making, idea sharing, team building
etc.

Attendees:
Who attended the meeting?

MINUTES

Agenda Items: Topics of discussion Presenter: Who?

Discussion:
What was discussed?
Outcome:
What was decided?
Action Items Person Responsible Deadline
What needs to be implemented? By whom? By when?

OTHER INFORMATION

Observers:
Was anyone observing but not participating in the decision making?
Resources:
What resources were used to conduct the meeting?
Method of distribution to stakeholders:
How will the minutes be distributed to team members?

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IMPORTANT: Check you have completed the following for Role play 1 & 2.
 Conduct a presentation meeting
 Gain feedback using Moodle Forum and complete the feedback record template
 A written report
 Communication Plan
 Negotiation Plan
 Email invite to the management team
 Feedback record
 Meeting Minutes

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