BSBPMG634

Facilitate stakeholder engagement

Task 1 – Knowledge Questions

Task summary
 This is an open book knowledge test, to be completed in your own time.
 You need to answer all the written questions correctly.

Required
 Access to textbooks/other learning materials.
 Access to a computer and Microsoft Office.
 Access to the internet.

Timing
Your assessor will advise you of the due date of this assessment via Canvas.

Submit on Canvas
This completed workbook

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

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

 If any part of the task is not satisfactorily completed, the assessor will provide you
with written feedback to guide you on what you must undertake to demonstrate
satisfactory performance. This assessment may be re-attempted twice. Your
resubmission must be uploaded within three (3) days of receiving your grade of “not
yet satisfactory”. You must clearly display “Resubmission” on your resubmitted work.

 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.

Assessment Cover Sheet

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
 Student name: Hammad Ali

Student ID

Trainer’s Name: Kelvin Chu

Date Submitted: 5th May 2022

Student declaration: I declare that:

 I have read and understood all the information provided in
relation to the assessment requirements to complete this unit,
the instructions and the purpose and processes of undertaking
this assessment task
 This assessment is my own work and where other’s works or
ideas have been used, I have appropriately referenced or
acknowledged them
 I understand that plagiarism is a serious offence that may lead to
disciplinary action.
Student signature:
Hammad Ali

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
 Task 1: Knowledge Questions

Describe the benefits and applications one of the engagement models

below:

Question 1  The Zinger model

 NEHRA’s model
 The global employee
 Employee owners
Answer:

The Zinger Model

This is an employee engagement model which is named after its maker, management specialist
David Zinger. His theory is based on decades of encounter in employee psychology, help,
engagement, and burnout. His model centers on the significance of employee associations to one
another, to the organization, to clients, to their broader community, and to the employee’s own
performance.

The Zinger employee engagement hypothesis can be visualized as a pyramid comprising of ten
blocks. The structure’s foundation comprises of four employee needs alluded to as “the
necessities”: the need for meaning, improved well-being, enlivened energy, and utilized strengths.
This bedrock row guarantees that employees are cared for and invigorated as they are given
significant work and opportunities to exhibit their strengths.

The second row, “uniting the company,” comprises of three blocks. Typically, the level at which to
construct relationships, cultivate recognition, and ace moments. The objective is to make bonds
and create space for employees to be present and contributed to their work.

The third push, “boosting performance,” is made up of two blocks: maximizing performance and
path progress.

Together, these three rows constitute the core categories of employee engagement and lay the
establishment for the top block, which is the ultimate objective of accomplishing results. The
Zinger show includes several moving parts to assist organizations—and their leaders—achieve
continuous engagement with their employees.

his model invites managers to use 14 critical strategies to help increase employee engagement and
the overall workplace experience:

 Achieve results
 Craft strategies

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
  Connect
 Authentic
 Recognition
 Engage
 Enliven work roles
 Excel at performance
 Esteem organization
 Foster community
 Serve customers
 Develop career
 Leverage energies
 Experience wellbeing

Explain what the stakeholder engagement model is and describe the two
Question 2
types of program/project engagement models.
Answer:

Stakeholder engagement is the systematic identification, examination, planning and usage of

actions outlined to influence stakeholders. Stakeholder engagement is the process used by an
organization to engage relevant stakeholders for a purpose to achieve accepted outcomes
(AccountAbility, 2008).

The two types of program/project engagement models are:

1- Outsourcing projects – a third party or an external provider managements the program

2- Insourcing projects – program is assigned within the company instead of seeking an external
provider.

Regarding the choice of program engagement, the principles of engagement model remains the
same for both internal and external service providers.

The principles of a stakeholder engagement model are illustrated below:

Question 3 Explain the difference between program goals and program objectives.
Answer:

Program or project objectives are different from project goals. While the program goals give us a
general long-term overview or outcome of programs in the long run, program objectives are

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
 usually specific short-term focused outcomes that need to be achieved in order to realise program
goals.

A goal is an achievable outcome that is generally broad and longer term while an objective is
shorter term and defines measurable actions to achieve an overall goal. While different, the two
terms are often used in unison when working on a project. This is because both are essential to
planning and executing a project. Both create measurable steps to reach the desired outcome.

Select four forms or methods that can be used to keep stakeholders engaged
Question 4
in a program. When would you use each?
Answer:

The following are 4 forms and methods that can be used to keep stakeholders engaged in
programs.

1. Verbal
2. Written
3. Face-to-face
4. Oral

Program managers must ensure that the choice of communication means, media, methods and
their communication approaches are in accordance with organisational policies and procedures.
Formal and informal communication are both excellent ways of transferring information to
stakeholders and gaining an insight into stakeholders’ perception of program management.

These methods are used when manager feel discount with stakeholders and wants to increase the
communication with then so that stakeholders are updated, and their concerns and queries are
properly addressed.

Describe the four types of stakeholders below:

1. Users
Question 5 2. Governance
3. Influencers
4. Providers
Answer:

1- Users – internal or external customers of an organization who will use the program product or
service. It is important to understand what your customer expectations are.

2- Governance – parties who are interest in how the project will be managed. They can provide
guidance and advice.

3- Influencers – these are parties who have the power to influence program decision. They can

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
 change the direction of the program: success or fail.

4- Providers – are the vendors who supply goods and service to a company and for a
program/project.

Explain the importance of having a communication policy and procedure

Question 6 within an organisation and list a few examples of or organisation policies and
procedures that can impact program management.
Answer:

Communication is a vital management component to any organization. Whether the purpose is to

update employees on new policies, to prepare for a weather disaster, to ensure safety throughout
the organization or to listen to the attitudes of employees, effective communication is an integral
issue in effective management.

Communication is the key to program success. Program managers are responsible for ensuring the
plan communication strategies and engagement processes are executed in accordance with
organisational policies and procedures. Organisations have communication policies and
procedures to ensure that staff have good interpersonal skills and relationship and set routines on
how communication will be management at workplaces.

Examples of organisation policies and procedures that can impact program management are:

1. Human resource policies

2. Workplace communication policies
3. Code of conduct
4. Risk management policies
5. Workplace health and safety policies & procedures
6. Grievance’s policy and procedure
7. Induction policy
8. Interdepartmental service level standards and procedures
9. Dress policy
10. Expense reimbursement policy and procedure
11. Reporting guidelines and procedures.

Explain the following program objectives in relation to stakeholders:

1. Financial objectives
2. Quality objectives
Question 7 3. Technical objectives
4. Compliance objectives
5. Business objectives
6. Performance objectives
Answer:

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
 1- Financial objectives
When expenses are tracked, measured and budget is tracking well, then responsible stakeholders
understand their responsibilities towards creating value through effective management of
finances.

2- Quality objectives
These can be delivering certain standard of service, increase in customer satisfaction and
improvement in processes is an indication of stakeholders creating value through efficient use of
organisation resources and capabilities.

3- Technical objectives
Having the right technology to enable project completion is an indication that responsible
stakeholders are creating value through business process dependencies.

4- Compliance objectives
When the program is compliant to organisation policies, laws, regulations and industry standards,
it is an indication that values have been created through acknowledgement of business boundaries

5- Business objectives
These are the key drivers of program objectives. Achievement of business objective is an indication
that 90% of program manager’s effort which channelled to ensure effectiveness and efficiency in
communication/interaction has been successful.

6- Performance objectives
Small wins are important. If the milestones and program objectives are being achieved, it is an
indication that the program interaction has have created values in activities.

Question 8 List the 10 principles of the stakeholder engagement model.

Answer:

10 principles of the stakeholder engagement model are:

1. Communicate
2. Continuous consultation
3. Understand Stakeholders’ behaviour
4. Plan Stakeholder engagement
5. Relationships are key
6. Provide timely actions
7. Manage risk: Stakeholders as opportunity & source of risks
8. Compromise

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
 9. Define success
10. Take responsibility

The principles of a stakeholder engagement model diagram is illustrated below:

Why is it important for program managers to seek continuous consultation

Question 9
with stakeholders? What does this ongoing consultation involve?
Answer:

Consultation plays a vital role in ensuring that all stakeholders’ differing interests and expectations
are accommodated. Consultancy methods can be modified to match the informational needs and
perceptions of stakeholders.

Projects where program managers do not seek constant consultation with stakeholders have
higher risks of becoming unsuccessful. Therefore, it is crucial that the program manager conducts
an ongoing consultation with the stakeholders to manage their expectations while delivering
project values. The ongoing consultation involves:

 Constantly promoting program vision.

 Communicating with stakeholders to determine project outcomes.

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
  Develop project scope i.e., describe the scope, determine acceptance criteria, project deliverables,
project exclusions, and project assumptions.
 Consult with human resources regarding staffing for project.
 Project and develop plans to mitigate risks.
 Procurement strategies for resources.
 Build relationships with stakeholders.
 Communicate with project team formally or informally during project.

Describe the following methods of consultation:

1. Targeted consultation
Question 10
2. Confidential consultation
3. Post-decision consultation
Answer:

1- Targeted consultation – aims to address the stakeholders most affected by the [program

2- Confidential consultation – this method is done discreetly and on a case-by-case basis.

3- Post decision consultation – aims to inform stakeholders of decisions being considered and how
the program will be managed going forward. We would hope that the stakeholder’s expectations
will be aligned with the program outcomes, if not then at least be neutral at this stage.

Congratulations on completing this assessment workbook, please remember to

submit:

 This completed workbook

This study source was downloaded by 100000817030891 from CourseHero.com on 11-13-2022 14:59:33 GMT -06:00

https://www.coursehero.com/file/149190289/BSBPMG634-Task-1docx/
Powered by TCPDF (www.tcpdf.org)