Learner Assessment Pack V2 NEW

Learner Assess
BSBCMM
Communicate wi
Learner Assessment Pack
AH&B college
1/175- 181 Oxford street Bondi Junction NSW 2022.
Email: admin@ahbc.com.au
Website: www.ahbc.nsw.edu.au
© 2021 AH&B College Bondi NSW
BSBCMM511 - Communicate with influence (Release 1)
Overseas Student Information Copying for Educational Purposes

If you are an overseas student and you have a problem with The Australian Copyright Act 1968 allows 10% of this resource to
your school or college that you haven’t been able to fix, the be copied by any educational institute for educational purposes,
Overseas Students Ombudsman might be able to help. The provided that the institute (or the body that administers it) has
given a remuneration notice to the Copyright Agency Limited
Ombudsman is a free complaint investigation service, available
(CAL) under the Act. For more information, email
to people on student visas who are studying with private info@copyright.com.au or visit www.copyright.com.au for other
providers. You can read more about what the Ombudsman contact details.
does, or make a complaint online, by visiting
www.ombudsman.gov.au.
Copyright Notice Disclaimer

No part of this resource may be reproduced in any form or by AH&B College (Australia) has made a great effort to ensure that
any means, electronic or mechanical, including photocopying this material is free from error or omissions. However, you
or recording, or by an information retrieval system without should conduct your own enquiries and seek professional advice
before relying on any fact, statement or matter contained in this
written permission from AH&B College (Australia). Legal action
document. AH&B College (Australia) is not responsible for any
may be taken against any person who infringes their copyright injury, loss or damage as a result of resource included or
through unauthorised copying. omitted from this material. Information in this course material is
current at the time of publication.
These terms are subject to the conditions prescribed under the
Australian Copyright Act 1968.

2 Learner Assessment
AH&B college RTO 91006 CRICOS 02606J V2_062021
Version Control & Document History
Date Summary of modifications Version
Version 2 final produced following assessment

14 JUNE2021 2.0
validation

AH&B college RTO 91006 CRICOS 02606J V2_062021 3
)
Table of Contents
ASSESSMENT DELIVERY...............................................................................................................................5
LEARNER INFORMATION..............................................................................................................................6
STEPS FOR LEARNERS..................................................................................................................................8
REASONABLE ADJUSTMENT..........................................................................................................................9
RESOURCES REQUIRED FOR ASSESSMENT......................................................................................................10
ACCESSING INTRANET PAGES AND EXTERNAL LINKS........................................................................................12
ASSESSMENT AGREEMENT.........................................................................................................................13
ASSESSMENT TASKS..................................................................................................................................15
Short Answer Questions.............................................................................................................17
Practical Assessment..................................................................................................................34
Workplace Supervisor/Assessor Instructions...............................................................................35
Project Assessment......................................................................................................................36
Project Overview.....................................................................................................................36
Part I. Identify Communication Requirements.........................................................................38
Part II. Present Negotiation to Achieve Outcomes...................................................................63
Part III. Participate in and Lead Meetings................................................................................96
ASSESSMENT WORKBOOK CHECKLIST.........................................................................................................115
Assessment Workbook Checklist..............................................................................................116
RECORDING..........................................................................................................................................118
Record of Assessment..............................................................................................................119


Assessment Delivery

)
Learner Information
This Learner Assessment Pack is designed for you to complete the assessment for BSBCM511 -
Communicate with influence (Release 1). It may refer to your own workplace/organisation, or to a
simulated business provided by your assessor.
The assessment tasks include Short Answer Questions where you need to demonstrate your
knowledge and understanding of the unit, and the Practical Assessment, where you need to
demonstrate your skills required in the unit. It is recommended that you complete the Practical
Assessments in your own workplace/organisation. If you don’t have access to a real workplace, you
can complete the assessment in a simulated environment where resources and conditions similar to
a workplace must be accessed. Ensure to discuss this with your assessor prior to commencing with
the assessment.
Each Learner Assessment Pack is made up of four parts:

Assessment Delivery
Learner Information
Steps for Learner
Assessment Agreement
Assessment Tasks
Assessment Tasks, including:
 Short Answer Questions
 Practical Assessment
Assessment Workbook Checklist
Recording
Record of Assessment

Before you commence your assessment, ensure that you have a good knowledge of the subject,
have thoroughly read your Learner Resource, and clearly understand the assessment requirements
and the expectations of the industry to which the assessment is related.
Assessments are designed to be completed using your industry/organisation, but your Registered
Training Organisation (RTO) may assist you by contextualising the unit to be completed in a
simulated workplace environment.
You will be required to demonstrate knowledge and skills which must be observed directly by your
assessor. Where the observation task may be difficult for the assessor to directly observed, a video
recording of the practical observation task must be submitted as supplementary evidence.
Verification from at least one third-party signatory, and preferably two or more witnesses is required
to confirm your demonstration of these practical knowledge and skills. These witnesses would
usually be your current or recent supervisors, or your assessor.
The practical assessment tasks may be completed using your own workplace, a simulated
environment, or a mix of both, as instructed by your assessor.To contextualise this assessment to
your industry/organisation, you may be asked by your assessor to provide additional information
based on your industry/organisation.
Instructions are given for each task. If you have questions, or unclear how to proceed, consult with
your assessor.
Records of all aspects of the assessmentmust be kept in your Learner Assessment Pack
The record of assessment is a legal document and must be signed, dated, and a copy stored as
required by your Registered Training Organisation (RTO).

)
Steps for Learners

Your Learner Assessment Pack:
1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations
and requirements of this assessment. You may also need to supply contact details of one or
two work referees who can confirm your skills in the industry.
Discuss with your assessor if you intend to undertake the practical assessment tasks based
on your employing organisation, in a simulated business, or in a mix of both.
2. Your Learner Assessment Pack is where you will get the task information. Complete each
task as instructedusing either your own workplace, or using a simulated business, as
discussed with your assessor.
3. After you complete your assessment, gather and submit your evidence documents as
detailed in the task(s) in the timeframe agreed with your assessor.
Your assessor will advise you if there are any further steps for you to take to satisfactorily
complete this assessment.

Reasonable Adjustment
Adapted Reasonable Adjustment in teaching, learning and assessment for learners with a disability -
November 2010 - Prepared by - Queensland VET Development Centre
Reasonable adjustment in VET is the term applied to modifying the learning environment or making
changes to the training delivered to assist a learner with a disability. A reasonable adjustment can be
as simple as changing classrooms to be closer to amenities or installing a particular type of software
on a computer for a person with vision impairment.
Why make a reasonable adjustment?
We make reasonable adjustments in VET to make sure that learners with a disability have:
 The same learning opportunities as learners without a disability, and
 The same opportunity to perform and complete assessments as those without a disability.
Reasonable adjustment applied to participation in teaching, learning and assessment activities can
include:
 Customising resources and assessment activities within the training package or accredited
course
 Modifying the presentation medium
 Learner support
 Use of assistive/adaptive technologies
 Making information accessible both before enrolment and during the course
 Monitoring the adjustments to ensure learners needs continue to be met
Assistive/Adaptive Technologies
Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to
assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium - W3C). It
includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for
grasping, visual alert systems, digital note-takers.

)
Resources Required for Assessment

To complete the Practical Assessment projects, you will require access to:
 Computer with internet and email access and a working web browser
 Installed software: MS PowerPoint
 A workplace that will allow you access to:
o Workplace documentation including:
 Policies and procedures relevant to the following:

- presentation of workplace information to stakeholders
- managing confidential information
 Required for each meeting for Project 3:
- Project Briefs
- Meeting Minutes with previous action items
- Reports
- Other documents that the stakeholders involved need to review
for each meeting
o Information that will need to be communicated in the workplace. (e.g. a new
product/service, changes in a process, rebranding or promotion of a
product/service, new business project, etc)
This must include confidential information that you will manage and negotiate
with in a meeting
o Information on potential stakeholders in line with the information to be
communicated

o People, including:
 One relevant personnel who will be authorising you to present

information on behalf of the organisation/work area (e.g. manager or
team leader)
 At least two people from two target stakeholder groups to whom the
information will be communicated
 At least two stakeholders who will participate in each of the two meetings
for Project 3
o Opportunities toundertake at least two meetings, and another meetingto present
information to be communicated with relevant stakeholders
 Digital application for remote communication with video recording capabilities, e.g. Skype,
Zoom, Microsoft Teams (if necessary)
If you will be taking the Simulated Workplace Assessment, you will require access to:
 Four volunteers to participate in various role play activities, such as:
o Fitness Instructors
o Target Market representatives
o Bounce Fitness centre managers
o Bounce Fitness staff
 Video camera or a mobile phone with video recording capabilities

 Digital application for remote communication with video recording capabilities, e.g. Skype,
Zoom, Microsoft Teams (if necessary)
 A safe environment to conduct the role play activity

)
Accessing Intranet Pages and External Links

Throughout this workbook, you will be asked to access specific pages from the simulated business,
Bounce Fitness. Links to these pages are formatted in Blue Text.
To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users,
directly click the link.
The simulated business, Bounce Fitness, can be accessed by going to
http://bouncefitness.precisiongroup.com.au.
Login to Bounce Fitness using the username and password provided by your Registered Training
Organisation (RTO).

Assessment Agreement
Instructions:
Discuss and accomplish this section with your assessor before commencing then sign the
confirmation at the end of this Agreement.
Have you signed off 
Delivery Method
Classroom 
Small Group 
One-on-One 
Online 
Other (please describe) 
Assessment Pathway (for Practical Assessment)
Learner’s Organisation (Pre-assessment meeting conducted) 
Simulated Workplace Environment (Contextualised by RTO) 

)
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the
conditions are typical of those in a working environment in this industry and include access to:
Workplace documentation and resources relevant to performance evidence 
Organisation information, including organisational structure, goals, 

objectives and plans relevant to performance evidence
Assessors must satisfy the requirements for assessors in applicable vocational education and
training legislation, frameworks and/or standards.
I confirm that the activities and assessment completed as part of this unit are my own work and
comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of
the authenticity of any piece of my assessment, I can be orally examined, and the signatory of
evidence records may be contacted.
Learner’s name Muhammad Usman Kaleem
Learner’s signature MUK Date 24-08-22
Assessor’s name
Assessor’s signature Date
End of Assessment Agreement


Assessment Tasks

)
Tasks
Complete all tasks in this assessment as instructed. If you have questions, consult with your assessor.
Contextualisation of Assessments by RTOs

Contextualisation is the process of modifying assessment tools to make learning more meaningful
for your learners and their employers.
AH&B College (Australia) recommends that your RTO contextualise the assessment tools to suit
particular industry requirements and specific organisational requirements before using them.
Contextualisation must retain the integrity of the assessment and the outcome of the unit of
competency.

Short Answer Questions

Question 1
Complete the table by identifying the following:

 Name of your workplace/organisation
 The industry to which your workplace/organisation belongs
Conduct research online or through other sources to identify the following information:
a. At least two media organisations that can help promote your workplace/organisation
b. At least two government organisations relevant to your workplace/organisation
c. At least two industry events that your workplace/organisation can participate in
Briefly explain how each of the identified information above is relevant to your
workplace/organisation.
d. At least two communication channels that your workplace/organisation can use
tocommunicate with its external stakeholders.
Briefly explain how your workplace/organisation can use each communication channel to
communicate with its external stakeholders.
If you’re not currently in a workplace/organisation, refer to Bounce Fitness as your organisation.

Access the link below to learn more about Bounce Fitness.
Bounce Fitness
https://bouncefitness.precisiongroup.com.au/

)
Name of your Bounce Fitness

workplace/organisation
Industry to which the Fitness

workplace/organisation
belongs
a. Media Organisations Relevance
i. Fitness channel Advertising the centre and campaigns
ii. Health channel Advertising how fitness keep people

healthy
b. Government Organisations Relevance
i. The Australian Health The organization can provide a

PractitionerRegulation Agency qualifiedcetificate of fitness for the
(AHPRA) company
ii. Department of Health and The organization can be the company

Ageing(DoHA) partnerwhenever if they have any patients
needfitness support.

c. Events Relevance
i. Adelaide Health Wellness Take the event to promote, publicize

andFitness Expo (HWFE) andadvertise the brand to visitors
ii. FamilyFit Take the event to promote, publicize

andadvertise the brand to visitors
d. Communication Channels Relevance
i. Facebook Have an account to advertise and promote

thebrand
ii. Instagram Have an account to advertise and promote

thebrand

)
Question 2
Define cross-cultural communication in the context of a workplace.
Cross-cultural communication is the process of recognizing both differences and

similarities among cultural groups in order to effectively engage within a given context.

Question 3
Complete the table below:

a. Identify at least three techniques for each of the workplace communication processes below.
Techniques refer to ways on how you can demonstrate each of the communication processes provided below.
b. Briefly explain how each technique can be demonstrated in the workplace.
Communication Process Technique How each technique can be demonstrated in the workplace
a. Negotiation, e.g. i. Verbal Communication Verbal communication seems like the most obvious of the different types
business deals of communication. It utilizes the spoken word, either face-to-face or
remotely. Verbal communication is essential to most interactions, but
there are other nonverbal cues that help provide additional context to the
words themselves. Pairing nonverbal communication with the spoken
word provides a more nuanced message.
ii. Non- verbal Nonverbal communication provides some insight into a speaker’s word
communication choice. Sarcasm, complacency, deception or genuineness occur within
nonverbal communication. These things are often communicated through
facial expressions, hand gestures, posture and even appearance, all of
which can convey something about the speaker. For instance, a
disheveled speaker with wrinkled clothes and poor posture would
communicate a lack of confidence or expertise. A speaker with a nice suit,
who stood up straight and spoke clearly, may appear more serious or
)
knowledgeable.
iii. Visual Communication Visual types of communication include signs, maps or drawings as well as
color or graphic design. These typically reinforce verbal communication,
and they help to make a point. Visual aids can help a speaker remember
important topics, give the audience something to look at, and generally
help convey the message being presented.

b. Mediation of conflict i. Transformative A mediator with a transformative approach is likely to be appreciated

meditation for the time and space that he/she creates for all sides to really hear and
understand one another. Transformative mediators may create more
space for emotions to be expressed through the process and to help
support emotional healing along with the solution.
ii. Facilitative meditation In between these two ends of the mediation style spectrum are
facilitative mediators. This is the style of mediation that may be most
familiar to people. Facilitative mediators are appreciated for the ways
they adapt based on the parties’ dynamic needs. They may use
techniques from both evaluative and transformative appoaches. Using a
facilitative style, a mediator asks questions, normalizes perspectives,
and validates both parties’ points of view.
iii. Evaluative meditation A mediator who uses an evaluative approach is likely to be appreciated
for his/her no-nonsense style. Evaluative mediators work quickly and
efficiently to get to the point, and write up a solution. They are more
likely to weigh in on options and make recommendations based on their
experience.
c. Conflict Resolution i. Meditation The goal of mediation is for a neutral third party to help disputants come
to a consensus on their own.

)
ii. Arbitration In arbitration, a neutral third party serves as a judge who is responsible
for resolving the dispute.
iii. Ligitation The most familiar type of dispute resolution, civil litigation typically
involves a defendant facing off against a plaintiff before either a judge or
a judge and jury.
d. Incident de escalation i. Move to a private area If it seems safe to do so, it may be helpful to move the patient away
from public spaces and into a private area to talk.
ii. Be empathetic and non- “Focus on understanding the person’s feelings. Whether or not you
judgemental think those feelings are justified, they’re real to the other person.”
iii. Respect personal space “If possible, stand 1.5 to three feet away from the person . . . Allowing
personal space tends to decrease a person’s anxiety and can help
prevent acting-out behavior. Do not block exits.”

Question 4
Outline the steps for conducting structured meetings in the workplace.

If you’re currently in a workplace, you can refer to the procedures from your organisation.
Steps in Conducting Structured Meetings in the Workplace
 Prepare your meeting

 Prepare to attend a meeting
 Set up the meeting place
 Assign a note taker
 Start the meeting
 Conduct the meeting
 Keep the meeting focused and moving
 Closing

)
Question 5
Outline the steps for conducting inclusive meetings in the workplace.

If you’re currently in a workplace, you can refer to the procedures from your organisation.
Steps in Conducting Inclusive Meetings in the Workplace
 Have a clear purpose

 Do not necessarily follow thw agenda strictly
 Usually held for short amount of time
 Moe casual, similar to conversations
 Can be scheduled in advanced or impromptu

Question 6
Below are scenarios about workplace interactions involving meetings and presentations. Read
each scenario and answer each question that follow about communication tone.
a. Scenario 1
The Marketing Manager of Bounce Fitness calls for a meeting with their team members to
discuss new ideas for the promotion of the organisation’s training services. In the meeting,
the manager must:
 Get at least one or two ideas from each team member
 Acknowledge and compliment the ideas
 Expound on interesting ideas
 Ask the team members to ask questions if the ideas are not clear to them
i. What tone can the Marketing Manager use when discussing with the team members?
A kind tone of voice communicates respect, appreciation and willingness to help.
b. Scenario 2
After meeting with the team members, the Marketing Manager set up a meeting with the
CEO to present the new marketing ideas. In the meeting, the manager must:
 Introduce the ideas and their purpose, objectives, main points, and advantages
 Avoid making statements irrelevant to the ideas being proposed
ii. What tone can the Marketing Manager use when presenting to the CEO?
 Observe.
 Keep it in context. ...
 Be ready to talk. ...
 Think like an executive. ...
 Prepare. ...
 Use metrics. ...
 Present facts. ...
 Be natural.

)

Question 7
Identify the four communication styles. For each communication style, provide at least one
example of a situation when each is demonstrated in the workplace.
Communication Style Example
a. Passive Individuals who use the passive communication style

often act indifferently, yielding to others. Passive
communicators usually fail to express their feelings or
needs, allowing others to express themselves.
b. Aggresive It’s often apparent when someone communicates in

an aggressive manner. You’ll hear it. You’ll see it. You
may even feel it.
c. Passive-Aggresive Passive-aggressive communication style users appear

passive on the surface, but within he or she may feel
powerless or stuck, building up a resentment that
leads to seething or acting out in subtle, indirect or
secret ways.
d. Assertive Thought to be the most effective form of
communication, the assertive communication style
features an open communication link while not being
overbearing. Assertive communicators can express
their own needs, desires, ideas and feelings, while
also considering the needs of others.

)
Question 8
Below are scenarios involving workplace interactions. Read each scenario and answer each
question that follow about communication structure.
a. Scenario 1
Jack is part of the team of Fitness Instructors under Bounce Fitness. Every week, the fitness
instructors gather in the meeting room to talk about concerns their customers may have
raised during the week. They all contribute solutions to solve the concerns of the customers.
Aside from that, they alsodiscuss aboutpossible improvements they can implement for
future tasks.
i. What is the communication structure present in the situation?
Flat structure
b. Scenario 2
Stephanie is the General Manager of Bounce Fitness. She receives an instruction to inform
the employees about the new rule regarding office hours from the Vice President. Sherelays
this information to each of the Department Heads. The heads will then relay the information
to their respective team leaders, who will then disseminate the information to their
members.
ii. What is the communication structure present in the situation?
Matrix structure

Question 9
Access and review the following policies and procedures of Bounce Fitness relevant to
confidentiality of information:
 Management of Electronic Information Protection Policies and Procedures
 Privacy and Confidentiality Policy
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-
policy-procedures/
Answer each question below for each of the policies and procedures reviewed using your own
words.
Management of Electronic Information Protection Policies and Procedures
a. Identify the three electronic information covered under this policy.
i. Client personal information
ii. Bounce Fitness resources (e.g. policies and procedures)
iii. Bounce Fitness data (e.g. sales, earnings and reviews)
b. Briefly discuss how Bounce Fitness ensures the protection of its electronic information.
Bounce Fitness aims to protect the electronic information covered by installing anti-virus
software on the company computer units, using electronic information encryption and using
password protection on each piece of electronic information. Bounce Fitness will ensure that the
electronic information that they are handling will be accurate and will take the necessary steps to
keep the information up-to-date. Bounce Fitness will keep up-to-date versions of the electronic
information by archiving the superseded versions.
c. Outline the steps to follow if a breach of security in electronic information occurred.
Report the security breach to the IT Department and authorities, where necessary, and provide
them with all relevant information requested. Private information, including names and contact
details of clients involved, will require a written request and approval from the Centre Manager.
Inform the individuals/entities whose electronic information was involved in a security breach.
Bounce Fitness will investigate what caused the breach and create a report on the outcomes of
the investigation to be distributed personnel, including clients, involved in the breach.

)

Privacy and Confidentiality Policy
a. Identify at least three methods of collecting personal information based on this policy.
i. forms or telephone calls
ii. written information sent through faxes and e‐mails
iii. face to face meetings
b. Identify the three instances when the personal information from Bounce Fitness can be
disclosed.
i. Are required by Australian law or obligated through a court/tribunal order
ii. Have the client’s consent to disclose their information
iii. reasonably believe that the disclosure of such information is necessary to lessen or preve
nt
an imminent threat to an individual’s life, health or safety, or a significant threat to publi
c health or safety
c. Outline the steps followed by Bounce Fitness in the event of loss of personal information.
 seek to identify and secure the incident in order to prevent further infraction
 to assess the seriousness and nature of the damage
 to initiate an internal investigation
 to report the breach to the police where criminal activity is suspected
 notify the Privacy Commissioner during cases concerning a significant breach of security
 inform the individual(s) concerned where appropriate and possible.

)
Question 10
Access and review the following policies and procedures of Bounce Fitness relevant to
conducting meetings:
 Policy and Procedures for Meetings
 Style Guide
policy-procedures/
Answer each question below for each of the policies and procedures reviewed using your own
words.
Policy and Procedures for Meetings
a. Outline the four purposes of conducting staff meetings
i. Communication and discussion of decisions of the management with regard to the

operations of the organisation
ii. Provision of personal support and opportunities for staff development
iii. Opportunity for staff to discuss any areas of concern relating to their work roles, their
colleagues, the management and the organisation
iv. Allow staff to discuss issues and needs of clients and the program
b. Identify the two people who the Department Supervisor can appoint to chair a
department or team meeting.
i. Department supervisor
ii. Case manager

c. Outline the steps that you need to take if you are assigned as minute-taker for a meeting.
A roster of minute-takers must be in place across teams/departments. For general meetings, the
minute-taker will be assigned by the head of each team/department. Minute-takers must have a
copy of the agenda prior to the meeting and must be briefed prior to the meeting. 2.7.2. Motions
and resolutions must be documented in verbatim by the minute-taker in a formal meeting. 2.7.3.
Upon completion of the meeting; the Manager will review the Minutes taken down by the
minute taker while referring to the meeting agenda. If necessary the manager will re-write the
minutes to edit by correcting grammar and spelling errors, and to ensure they accurately reflect
the meeting events. Accuracy of topics discussed, timeframes observed, and outcomes achieved
will also be checked.
d. Identifty the person assigned to head negotiations during meetings.
In the case that motions are to be discussed during the meeting, the Chair will head proceedings
for negotiations.
e. Outline steps required when negotitating during a meeting
When negotiating information or workplace arrangements, meeting participants must

immediately raise concern during meeting to raise a motion. After discussion point is raised for
negotiation, the meeting chair must rule to resolve the motion. Once approved, chair is to clarify
goal of the motion or point of discussion to the participants and ask for acknowledgment of
understanding. Participants must negotiate towards a resolution for the raised motion.
Participants are to raise a resolution to the motion as a result of negotiation. Once resolution has
been raised, participants are called to take a vote
f. Identify when a presenter must be informed that they will be presenting.
Presenter must be informed that they will be presenting during the meeting atleast seven days
before the actual meeting to give them time to prepare.
g. Outline steps presenter needs to take to conduct a presentation during the meeting.
Presenter must prepare any supplementary information they require for the presentation, this
includes PowerPoint presentations, handouts, audiovisual aids, etc. Equipment required for the
presentation must be reserved three days before the presentation. Presenter must be in the
venue of the meeting 10 minutes before appointed time. This is so that the presenter can
prepare all they need to conduct the meeting. Presenter must observe the following when
conducting the presentation

)
Style Guide
a. Outline the reason Bounce Fitness provides pre-designed and formatted PowerPoint
presentations
Bounce Fitness provides PowerPoint presentation template to ensure cohesion of visual
identity and branding across all Bounce Fitness centres.
b. Identifty the three situations when a PowerPoint presentation should be used as visual
aid
i. Departmental/team staff meetings
ii. Client briefings
iii. Onboarding presentations
c. Outline steps to take when creating a presentation using Bounce Fitness’ PowerPoint
template.
Once downloaded, select the title page, and add images if required
2.To duplicate the slide for including body text, go to the top menu bar then
‘Insert > Duplicate Slide’. This will create a new slide with the body page style.
3. Create your presentation considering using the following rules: a. Limit content to at least
two sentences or three to five bullet points b. Use font sizes 30pt or larger c.
Limit font styles (italics, bold, underline) to at least one per slide

Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an
environment with conditions similar to that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to
present and negotiate persuasively, lead and participate in meetings and make presentations to
customers, clients and other key stakeholders.
Wherever possible, this assessment must be completed in your own workplace, including the
gathering of evidence.
Where a current workplace is not available, you must conduct your practical assessment in an
environment where conditions are typical of those experienced in a workplace. The
environment must provide you access to all the resources required to complete this
assessment.
If you don’t have access to a suitable workplace, discuss with your assessor any adjustments
required to the tasks to conduct a simulated workplace assessment.
IMPORTANT!
 All signatures/initials in your submissions, including yours, must be handwritten and
dated. Submissions with signatures/initials must be scanned.
 The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s
reference.
 Should you encounter issue or concerns regarding your assessment, contact your
assessor.

)
Workplace Supervisor/Assessor Instructions

Dear Workplace Supervisor/Assessor,
Thank you for allowing and assisting the learner to complete this project in (please tick at least
one):
 the workplace.
 a simulated workplace environment.
This project requires the learner to lead, participate and make presentations to customers,
clients and other key stakeholders in the workplace.
The learner will discuss with you the requirements they must complete and the resources they
need to access in the assessment environment for this project.
Your Role as the Learner’s Supervisor/Assessor

There are activities in this project that will require your involvement. This includes:
 providing the learner access to the resources required for this project.
 participating in the activities included in this project, including:
o observing the learner as they complete these activities,
o signing the learner’s submissions,
o providing feedback on the learner’s performance, and
o providing guidance to the learner as they complete these activities in the

selected assessment environment.
 testifying that the learner has completed these activities in accordance with the
workplace standards, policies, and procedures, and in accordance with the
requirements of this project.
 being contacted by the learner’s training provider through a phone call or email to
further verify that the learner has completed the activities included in this project to a
satisfactory level and to verify the authenticity of the learner’s document submissions.
Discuss any queries about the project and associated requirements with the learner. If the
learner cannot answer your questions about the project, please contact the learner’s
assessor/training provider.

Project Assessment
Project Overview
This project requires the learner to lead, participate and make presentations to customers,
clients and other key stakeholders in the workplace.
The project is divided into threeparts:
1. Identify Communication Requirements
2. Present Negotiation to Achieve Outcomes
3. Participate in and Lead Meetings
Tasks and activities in this project assessment require you to have access to a workplace or a
similar environment.
Read the instructions in this project carefully before proceeding.
Resources Required for Assessment
Resources you need to access to complete this assessment are outlined in the Resources
Required for Assessment section of this workbook and in the task overview of each part of the
assessment.
Forms and Templates

Assessment forms and templates are provided in each task in this Project Assessment, unless
otherwise specified.
If you are currently in workplace, you may use similar forms and templates used by your
organisation to complete the assessment. However, all requirements specified in the task must
be included in your submissions.

)
Assessment Pathway
WORKPLACE PATHWAY
If you have access to a real workplace, it is recommended that you complete the project
assessment in the workplace.Your workplace environment must provide you with access to the
resources required to allow you to complete the assessments in this project.
If you are completing this project using the workplace pathway, instructions in green boxes such
as this are for you.
IMPORTANT
Before choosing this pathway, read through all the tasks and requirements in this project
assessment and check with your workplace if you can complete the assessment within the
workplace.
SIMULATED WORKPLACE PATHWAY
If you currently do not have access to a suitable workplace, or your workplace does not have the
resources required for this assessment, use this pathway. Discuss with your assessor the
resources required to allow you to complete the assessments in this project.
If you are completing this project using the simulated workplace pathway, instructions in yellow
boxes such as this are for you.

Part I. Identify Communication Requirements

Task Overview
This part of the project requires you to prepare the requirements of the information you will
communicate in your organisation. Specifically, you are required to:
 Confirm authority to present information on behalf of an organisation or work area in
accordance with organisational policies and procedures
 Identify information to communicate to relevant stakeholders, including confidential
information
 Identify the objectives of the communication
 Prepare and plan for delivery of communication
 Develop a position in line with the information to be communicated
Resources Required:
To complete this project, you will need access to the following:
o Workplace documentation, including:
 Policies and procedures related to communicating workplace information:

- Presenting information in the workplace
- Managing confidential information in the workplace
o Supervisor or relevant personnel who will be authorising you to represent
information on behalf of the organisation or work area
o Information that will need to be communicated in the workplace
This must include confidential information that you will manage.

o Information needs of stakeholders in line with the information to be
communicated
These are information the stakeholders need to understand first before being able
to participate in the meeting fully.

)
 Legislationrelating to maintaining confidential information:

o Privacy Act and the Australian Privacy Principles
 Ethical documents containing responsibilities in maintaining confidential information

This can be based on documents such as Codes of Ethics that your organisation, or industry
uses.
Supplementary Resources for Simulated Workplace Assessment:

 At least one volunteer to undertake the role of the CEO from Bounce Fitness
 A safe environment to conduct the role-play activity
Templates required to complete this project are provided within this workbook.

Task 1.1 Prepare and Plan Communication Requirements
ASSESSMENT INSTRUCTIONS
Part A
1. Seek the assistance of your supervisor or relevant workplace personnel to determine
information which must be communicated within the organisation or work area. This can
include but is not limited to:
 a new product/service
 changes in a process
Work area can be a specific department of the organisation. (e.g. Marketing, Product
Development, Finance, etc)
2. Identify the person in authority who will give approval for you to communicate
information on behalf of the organisation or work area. The person in authority can
include but is not limited to the following:
 Your supervisor
 Your team leader
The person in authority must be the person who has knowledge about the information to
be communicated.
3. Access and review your organisation’s policies and procedures related to communicating
workplace information. These must include the following:
 Presenting information in the workplace
 Managing confidential information in the workplace
4. Locate the Authority to Represent Business Formtemplate provided within this
workbook. Complete the form by:
a. Identifying where the information will be communicated
Indicate if this will be to the whole organisation or a specific work area only.
b. Identifying at least one information to be communicated
c. Outlining the organisational policy and procedures for communicating
information in your organisation or work area

)
5. Locate the Observation Form provided within this workbook. The Observation Form
outlines all the skills you need to demonstrate during this task. Provide your assessor a
copy of the Observation Form.
6. Review the instructions here and the skills outlined in the Observation Form. Arrange a
time with your assessor to observe you in conducting the meeting. Discuss all
requirements of the task with your assessor and prepare these before the consultation
meeting.
Your assessor will complete the Observation Form.
If direct observation from your assessor is not possible, record the meeting in a video.
Ensure to obtain permission first from person involved before doing so.
7. Arrange a meeting with your supervisor/manager to discuss the information to be
presented in the organisation or work area.
8. Discuss the information in the Authority to Represent Business Form, specifically:
 The information to be communicated
 If the information will be communicated to the whole organisation or a specific
work area only
 Procedures they will follow to communicate workplace information
9. Have the person in authority approve your Authority to Represent Business Form. Have
them sign the declaration at the end of the template to confirm approval of your
representation on behalf of the organisation or work area. Their signature must be
handwritten.

Part B
1. Once you have confirmed authority to present information, locate the Delivery
Plantemplate provided within this workbook. Prepare the plan:
a. Identify the name of the organisation or the work area where information will be
communicated
Refer to the Authority to Represent Business Form.
b. Identify at least one purpose of the communication you will deliver to the
organisation or work area.
c. Identify at least two objectives of the communication to be delivered
Objectives are goals and situations your organisation wants to achieve from the
meeting.
d. Identify at least two desired outcomes from the communication
Desired outcomes are the results your organisationexpectsafter the meeting.
e. Identify at least one position in line with the purpose of communication
Your position must refer to the organisation’s take or opinion on the information.
f. Identify the following to complete the context of communication:
 At least one confidential information involved
 At least one reason for confidentiality of information
g. Access and review the following documents relating to maintaining confidential
information:
 Privacy Act, including the Australian Privacy Principles
 Ethical documents relating to maintaining confidential information based
on what your organisation or industry uses
 Policies and Procedures of your organisation relating to maintaining
confidential information

)
h. After reviewing the documents:

 Identify the organisational policy on managing confidential information
and outline its procedures
 Identify the legal document on maintaining confidentiality within the
organisation
 Identify at least two legal responsibilities on maintaining confidentiality
Refer to the Australian Privacy Principles under the Privacy Act
 Identify the ethical document on maintaining confidentiality of
information within the organisation
 Identify at least two ethical responsibilities on maintaining
confidentiality based on this document.
i. Identify the following to prepare information on the target stakeholders:
Stakeholders are the people within or outside your organisation who will be
impacted by the information to be communicated.
 At least two target groups who will be included in the meeting
For each target group, briefly explain why they are chosen to participate
in the meeting.
 At least two information the target stakeholder groups need to
understand first before being able to participate in the meeting fully.
2. The following sections will be completed in the succeeding task:
 Requirements of the stakeholders
 Outcomes desired by the stakeholders
 Potential issues the stakeholders can have regarding the information to be
communicated
 Potential problems the stakeholders can have regarding the information to be
communicated

 Forums to present the information

 Communication and Presentation Styles
 Positions of the business in line with each of the objectives of communication
 One supporting argument for each of the positions identified
Your plan must be written using language appropriate for the target stakeholder
groups.
3. Submit the following to your assessor:
 Authority to Represent Business Form
 Video recording of the meeting (if direct observation with assessor is not
possible)
The Delivery Plan will be submitted after completing the succeeding task.

)
Part 1 Case Study Overview
Project New Look
You are the manager of one of the centres of Bounce Fitness. You are working closely with the
CEO and Executive Assistant regarding the project to rebrand Bounce Fitness.
The CEO has been in discussion with the Board a plan to rebrand Bounce Fitness, starting with its
logo and shirt design. This will be the company’s first rebranding in six years. A lot of new fitness
centres have arisen in the last few years, so the CEO thinks that Bounce Fitness needs to redesign
its look to attract new customers into the business. This aims to contribute to the achievement of
the following organisational objectives:
a. Continue to cultivate Bounce Fitness image as a premier long-term wellness program
provider
b. Increase market penetration
The following is the proposed design for the rebranding:
New Logo New Company Shirt

The target groups for this plan includes the Bounce Fitness staff and customers, particularly the
young people and over 50’s. The Bounce Fitness staff has an even mixture of male and female
employees, with an average age range of 19 to 43. About 20 percent of them speaks English as a
second language. Most of them directly work with customers. They will be able to reinforce the
new brand and cultivate the Bounce Fitness image as a long-term wellness and health provider to
current and prospective customers.
Customers which include the young people and over 50’s are the key targets of this proposal as
they are likely looking to improve on their health and fitness. They are also the target market for
ongoing membership which is highly tied to the business objective.

When you present the information to them, the main concern will be the appeal of the new logo
and shirt design to the target audience as well as when this will be commencing. It is important to
let them know that this information is confidential at the moment, and only selected people from
the Bounce Fitness staff and customers are invited to the preview. This information is confidential
to avoid the risk of the idea being copied by competitors. Only the management is authorised to
present other information relating to this plan in a staff meeting.
The CEO is the person in authority will be the one to give you the approval to communicate the
rebranding with the target groups on behalf of the organisation.
Review the following resources to use as guidance when handling workplace information at
Bounce Fitness:
 Communication Policy
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/human-resource/
 Privacy and Confidentiality Policies and Procedures
policy-procedures/

)
SIMULATED ASSESSMENT INSTRUCTIONS
Complete the steps outlined in Task 1.1 and the additional steps outlined below.
Part A
1. Refer to Part 1 Case Study Overview to complete this task.
2. Locate the Authority to Represent Business Form template and the Observation Form
provided within this workbook. The Observation Form outlines all the skills you need to
demonstrate during this task. Provide your assessor a copy of the Observation Form.
time with your assessor to observe you in conducting the role-play meeting. Discuss all
requirements of the task with your assessor and prepare these before the role-play
activity.
Ensure to obtain permission first from persons involved before doing so.
4. Arrange a meeting with the CEO to discuss the rebranding of Bounce Fitness, specifically
the new logo and shirt design as specified in the case study.
5. You will require access to the following:
 At least one volunteer to assume the role of the CEO
There’s no specific character brief to follow for this role play meeting. However, you
must discuss with your volunteer relevant information regarding this assessment based
on the Case Study Overview prior to commencing.
6. Have the CEO (the volunteer) approve your Authority to Represent Business Form. Have
them sign the declaration at the end of the template to confirm approval of
yourrepresentation on behalf of the organisation or work area. Their signature must be
handwritten.

Part B
1. Locate the Delivery Plan template provided within this workbook. Prepare the plan:
a. Identify the name of the organisation or work area where information will be
communicated
Refer to the Authority to Represent Business Form.
b. Identify at least one purpose of the communication you will deliver to the
organisation or work area.
c. Identify at least two objectives of the communication to be delivered
Objectives are goals and situations the organisation wants to achieve from the
meeting.
d. Identify at least two desired outcomes from the communication
Desired outcomes are the results the organisationexpectsafter the meeting.
e. Identify at least one position in line with the purpose of communication
Your position must refer to the organisation’s take or opinion on the information.
f. Identify the following to complete the context of communication:
 At least one confidential information involved
 At least one reason for confidentiality of information
g. Access and review the following documents relating to maintaining confidential
information:
 Privacy Act, including the Australian Privacy Principles
 Ethical documents of the organisation relating to maintaining
 Policies and Procedures of the organisation relating to maintaining
h. After reviewing the documents:
 Identify the organisation’s policy on managing confidential information
and outline its procedures
 Identify the legal document on maintaining confidentiality within the
organisation
 Identify at least two legal responsibilities on maintaining confidentiality
Refer to the Australian Privacy Principles under the Privacy Act

)
 Identify the ethical document on maintaining confidentiality of

information within the organisation
 Identify at least two ethical responsibilities on maintaining
confidentiality based on this document.
i. Identify the following to prepare information on the target stakeholders:
Stakeholders are the people within or outside the organisation who will be
impacted by the information to be communicated.
 At least two target groups who will be included in the meeting
For each target group, briefly explain why they are chosen to participate
in the meeting.
 At least two information the target stakeholder groups need to
understand first before being able to participate in the meeting fully
 Authority to Represent Business Form
 Video recording of the meeting (if direct observation with assessor is not possible)
The Delivery Plan will be submitted after completing the succeeding task.

Authority to Represent Business Form
To the Learner: Complete the details below then have your supervisor/manager sign off the declaration
below to confirm their permission for you to present this information on behalf of the organisation.
Learner Name: Muhammad Usman Kaleem
Workplace/Organisation: NIL
IF presenting information in
a specific work area, write
NA or Nil.
Work Area NIL
IF presenting information in
the whole organisation,
write NA or Nil.
Information to be Communicated
It could be face-to-face or using of any media i.e. telephone, letters, message, e-mail etc. In this
communication the person have to develop certain skills to connect with new persons which will be
able to control the situation. Examples: Teaching/learning, customer relation, talking/chatting etc.
Procedures for Communicating Workplace Information
Inform employees up-front. ...

Ask for feedback. ...
Introduce final product. ...
Ask employees to review employee handbook or policy manual. ...
Provide training where required. ...
Request employee sign-off.

)
AUTHORISING PERSONNEL DECLARATION

TO THE AUTHORISING PERSONNEL:
By signing in the spaces provided below, you are confirming that you give the learner undertaking this
assessment the authority to:
 represent the business in undertaking a presentation on your behalf
 manage confidential information appropriately
Authorising Personnel Muhammad Usman Kaleem

name:
Position: Team member
Workplace/Organisation: NIL
IF presenting information
in a specific work area,
write NA or Nil.
Work Area NIL
in the whole organisation,
write NA or Nil.
Signature: MUK
Date: 23-08-22

Delivery Plan
Prepared by Muhammad Usman Kaleem
Workplace/Organisation NA
in a specific work area,
write NA or Nil.
Work Area NA
in the whole organisation,
write NA or Nil.
Purpose of Communication Improving drawbacks
Objectives of a. The primary objective of communication in management is to

Communication convey information—instructions, policies, procedures, decisions,
etc., so the listener will hear, read, understand what is said, agree
and accept the message, and react as intended by the manager or
sender of communication.
b. One of the most important objectives of communication
is passing or receiving information about a particular fact or
circumstance. It is to convey information and making individual
more up to date.
Desired Outcomes from the a. A business that promotes the benefits of good communication
Communication will result in employees understanding their roles and
responsibilities, and help to build trustworthy and positive
colleague and client relationships.
b. The goal of communication is to convey information—and the

understanding of that information—from one person or group
to another person or group.

)
POSITION ON THE PROPOSAL
a. Team member
CONTEXT OF COMMUNICATION
Information to be Customer feedbacks

Communicated
Confidential Information Names and contacts of customers
Reason for Confidentiality Personal Information
Organisational Policy for Managing Confidential Information
Name of the Policy Information Management and system policy
Procedures for Managing Registration system

Confidential Information
Accessioning System
Classification system

Legal Responsibilities to Maintain Confidential Information
Title of Legal Document Deed of confidentiality
Legal Responsibilities in a. Ensuring that sensitive conversations are only held in private spaces
Maintaining Confidential
Information
b. Recording and accessing only necessary information
Ethical Responsibilities to Maintain Confidential Information
Title of Ethical Document Ethical duty
Legal Responsibilities in a. lawyers must not affirmatively disclose information about a

Maintaining Confidential client's representation.
Information
b. Individuals shall protect the confidentiality of any

professional or personal information about persons served
professionally or participants involved

)
TARGET STAKEHOLDERS
Target Groups Relevance to Information
a. Adults Passion for fitness
b. Teens Passion for fitness
Information Needs of the Stakeholders
Information Needs of the a. Customers

Stakeholder Groups
b. Users
Requirements of the Stakeholders
Requirements of the a. Goals

Stakeholders
b. Objectives.
Outcomes Desired by the Stakeholders
Outcomes Desired by the a. Do not lose their interest

Stakeholders
b. Remain positive towards project

Potential Issues and Problems
Issues
a. Quantity of product
b. Quality of packaging
Problems
a. Breakable packaging
b. High prices
Forums to Present Information
Forums
a. Reddit
b. Final thoughts
Selected Forum Reddit

)
Communication and Presentation Styles
Communication and Presentation Style
Tone authoritative and appealing
Structure Persuasive
Style Visual
Positions Based on Objectives of Communication
Positions Supporting Arguments
a. Program supervision and administration Ability to establish expectations and clear directions
to meet goals
b. Change management Ability to plan and implement change initiatives

Observation Form (For Assessor’s Use Only)
INSTRUCTIONS TO THE ASSESSOR
The assessor is to observe the learner as they complete the assessment task and skill requirements
outlined in this Observation Form.
Before observing the learner:
 Review and discuss with the learner the task instructions, and skill requirements which they need
to demonstrate to complete this assessment.
 Ensure that the learner understands the requirements of the task and the skill requirements
before proceeding.
For this assessment, the learner is required to discuss with their supervisor/relevant personnel the
information to be communicated in the organisation or work area. Prior to conducting the meeting, discuss
with the learner to ensure that they have access to the following:
A safe environment to conduct the meeting (please tick at least one):
 the workplace: Indicate location of assessment.
 a simulated workplace environment: Indicate location of assessment.
Assessment requirements (please tick all requirements found in the assessment environment):
 At least one person in authority. They can include but is not limited to the following:
 Your supervisor
 Your team leader
For learner taking the Simulated Pathway assessment, it must include:
 At least one volunteer who will undertake the role of the CEO
 Authority to Represent Business Form template
 Video camera or a mobile phone with video recording capabilities
Only if direct observation is not possible.
Continued on the next page.

)
Your Role as the Observer/Assessor
You are required to observe the learner meet with the supervisor/relevant personnel to seek permission to
discuss the information to be communicated with the people in the organisation. The learner will provide
you a copy of the Observation Form which you must complete during the observation task.
Select the method of observation to be conducted:
 Direct observation
Assessor must be physically present in the assessment environment.
 Observation via video recording
Learner and the assessment requirements must be present in the video recording.
Complete the Observation Form for this task:
 Observe the learner demonstrate each skill requirement outlined in the form as they undertake
the task.
 Indicate the date when the observation is conducted.
 Tick each item in the form as ‘YES’ if the learner satisfactorily demonstrates each skill
requirement based on the criteria provided. Write objective feedback on how the learner
demonstrated each skill requirement based on your observation.
 Tick each item in the form as ‘NO’ if the learner does not satisfactorily demonstrate each skill
requirement. Write objective feedback including additional information on how the learner can
satisfactorily demonstrate this requirement for this task.
 Provide an overall feedback on the learner’s performance to assist the learner in addressing any
areas of improvement.
 Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.
Discuss any further queries about the task and associated requirements with the learner before
commencing.
Observation Form begins on the next page.

Observation Form
Name of Workplace/ Bounce Fitness

Organisation:
Task Title Customer feedbacks
Refer to task title.
Date of Observation: 24-08-22
Did the learner demonstrate the following during

Yes No Comments
the meeting with supervisor/relevant personnel?
1. Use active listening to seek information and confirm understanding of the information to be
communicated
During the meeting, did the learner:
 Paraphrase the information before

responding to the person’s query YES
 Ask questions to the person to clarify what

YES
was said
 Avoid interruption of the speaker YES
2. Use active questioning to seek information and confirm understanding of the information to be
communicated
During the meeting, did the learner: Maybe
 Use funnel questions to get into the details

of the information
 Avoid leading questions, and/or yes and no

YES
questions

)
3. Adapt personal communication style to build trust and respect for the opinions and values of the
supervisor/relevant personnel
 Encourage the supervisor/relevant

personnel to share their opinions regarding YES
the information to be communicated
 Recognise and consider the

supervisor/relevant personnel’s opinion in
YES
deciding details of information to
communicate
4. Adjust vocabulary language to maintain the effectiveness of the interaction
 Consider the age, gender, education, level,

YES
etc. of the supervisor/relevant personnel
 Use terms commonly used in the

YES
organisation
OVERALL FEEDBACK TO LEARNER
It was a good ecperience.

ASSESSOR DECLARATION
By signing here, I confirm that I have observed the learner, whose name appears above,
perform/demonstrate the skills outlined in this Observation Form during the meeting.
I further confirm that the information recorded on this Observation Form is true and accurately reflects
the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

)
Part II. Present Negotiation to Achieve Outcomes

Task Overview
This part of the project will require you to present and negotiate with the target stakeholder
groups with identified information to be communicated within the organisation or work area.
Specifically, you will be required to:
 Identify the desires, needs, and requirements of stakeholders
 Identify potential issues and problems that can arise from the negotiation
 Prepare positions and supporting arguments based on the objectives of the
communication
 Identify and select forums to present identified information
 Identify tone, structure, and style to be used when communicating and presenting to
target stakeholder groups
 Undertake presentation to the target stakeholder groups
 Negotiate with stakeholders to achieve agreed outcome
 Follow up with stakeholders following presentation
 Evaluate presentation and identify areas of improvement
Resources Required:
 At least two people from each of the two target stakeholder groups as
identified in Part 1.
 Presentation materials that will contain information you will present to the stakeholders
(e.g. PowerPoint presentation, paper handouts)
 Computer with internet access to send emails and to make presentation materials


 At least four volunteers to undertake the role of the individuals in each of the two target
stakeholder groups
o At least two volunteers will be the Bounce Fitness Staff
o At least two volunteers will be the young and old representative from the Target
Market
The volunteers from the Target Market do not necessarily have to be young and
old. Volunteers must act and think like the age of the customer they are role-
playing.
 Presentation materials that will contain information you will present to the stakeholders
for the meeting with the stakeholders (e.g. PowerPoint presentation, paper handouts)
 Computer with internet access to send emails and to make presentation materials

)
Task 2.1 Prepare Presentation for the Information to be Negotiated to the

Target Stakeholder Groups
1. Access the partially completed Delivery Plan from Task 1.1. For this part of the
assessment, you will need to identify the requirements for your target stakeholder
groups to present the information to them.
2. Determine the communication method on how you can access each member of your
target stakeholder groups. Arrange a meeting with them, or write them an email to
identify the following information:
You must communicate with at least two individuals from each of the two target
stakeholder groups identified.
a. At least two requirements of the stakeholders regarding the meeting
Requirements are needs or conditions the stakeholders have to proceed with the
meeting.
b. At least two outcomes desired by the stakeholders regarding the information to
be discussed
You will need to submit supplementary evidence of communication with target
stakeholders to gather the information above. Evidence can include but is not limited to:
 Meeting minutes with the above requirements as discussion points, with
handwritten signatures of each stakeholder
 PDF copy of email correspondence with responses from each of the stakeholders
3. Collate and document the information gathered from each relevant stakeholder in the
partially completed Delivery Plan. Complete the following sections of the template:
b. At least two outcomes desired by the stakeholders regarding the information to
be discussed

4. Complete the remaining sections of the Delivery Plan by providing the following
information:
a. Potential issues and problems
 At least two issues the stakeholders may have regarding the information
to be discussed
 At least two problems the stakeholders may have regarding the
information to be discussed
Issues are concerns that are up for debate and usually have an existing
solution. Problems, on the other hand, are difficulties that must be
discussed to come up with a solution.
b. Communication and presentation styles
Based on the requirements and the target stakeholder groups that you have,
identify the following which you will use when you present the information to
them:
 The tone you will use when communicating with the target stakeholder
groups
Communication tone can either be formal or informal, depending on the
audience you are speaking to. Examples of communication tones are
enthusiastic, direct, apologetic, etc.
 The communication style you will use when communicating with the
Communication style can be one of the following four types: passive,
aggressive, passive-aggressive, and assertive.
 The structure of communication you will use when presenting to the
target stakeholder groups.
Communication structures refer to how information flows among the
employees of an organisation.
Your structure must be in accordance with your identified communication
tone and style.

)
c. Positions on the information to be communicated

 At least two positions of the business regarding the information for
discussion
 At least one supporting argument for each of the identified positions
Positions and supporting arguments must be based on the objectives of
communication identified in Task 1.1 and information for discussion.
d. Forums to present the information
 At least two forums where the information to be communicated can be
presented (e.g. meeting room, online applications such as Skype, Zoom,
etc.)
 Select a forum that will be used when you present to the two target
stakeholder groups
Forums must be appropriate modes to discuss the identified objectives of
communication.
5. Locate the Presentation Checklist provided within this workbook. The Presentation
Checklist outlines all the information that must be included in the material you will
present in the meeting with the target stakeholder groups. Provide your assessor a copy
of the Presentation Checklist.
6. Review the information outlined in the Presentation Checklist.Prepare the presentation
materials you need for the meeting with the two target stakeholder groups. Examples of
presentation materials are the following:
 PowerPoint Presentation
 Handouts

You must have at least one presentation material for the meeting. It must contain the
following information:
 Purpose of communication
 Objectives of the communication
 Information to be communicated to the organisation or specific work area as
identified in Task 1.1
 Confidential information
 Issues and problems regarding the identified information
 Positions of the business on the identified information and their respective
supporting arguments. These must be based on the objectives of communication.
The presentation material must be planned and designed appropriately for the target
stakeholder groups. It must be in accordance with the presentation styles and forum
identified in Step 4.
7. After you have prepared the presentation material, submit it to your assessor for review.
Your assessor will review your submission against the Presentation Checklist items.
 Supplementary evidence of communication with target stakeholders to gather

the information on stakeholder requirements
Evidence can include but is not limited to:
o Meeting minutes with the above requirements as discussion points, with
handwritten signatures of each stakeholder
o PDF copy of email correspondence with responses from each of the
stakeholders
 Completed Delivery Plan
 At least one presentation material
Presentation material can be any of the following:

o PowerPoint Presentation
o Handouts

)
Preparing the Presentation
After gaining approval from the CEO to share the plan to the selected stakeholders of the
organisation, it is time to prepare the presentation of Bounce Fitness rebranding.
Thetypes of stakeholders included in the presentation and their respective needs must be
considered in the overall planning and actual presentation.
You must communicate with each target stakeholder and ask for possible requirements they have
in order to proceed with the meeting and desired outcomes from the meeting. This will assist you
to design your presentation for the target stakeholder groups appropriately.

1. For this task, you will require access to:

 At least four volunteers to undertake the role of the individuals from the two
target stakeholder groups. Each group must consist of at least two volunteers.
 Computer with internet access to send email to target stakeholders to obtain
information
2. Send an email to the stakeholders to enquire about information on the following:
Requirements are needs or conditions the stakeholders have in order to proceed
with the meeting.
b. At least two outcomes desired by the stakeholders regarding the rebranding of
Bounce Fitness
3. Document the information gathered from each relevant stakeholder in the partially
completed Delivery Plan. Complete the following sections of the template:
b. At least two outcomes desired by the stakeholders regarding the rebranding of
Bounce Fitness
4. Complete the remaining sections of the Delivery Plan by providing the following
information:
a. Potential issues and problems
 At least two issues the stakeholders may have regarding the rebranding of
Bounce Fitness
 At least two problems the stakeholders may have regarding rebranding of
Bounce Fitness
Issues are concerns that are up for debate and usually have an existing
solution. Problems, on the other hand, are difficulties that must be
discussed to come up with a solution.

)
b. Communication and Presentation Styles

Based on the requirements and the target stakeholder groups that you have,
identify the following which you will use when you present the rebranding of
Bounce Fitness to them:
 The tone you will use when communicating with the target stakeholder
groups
Communication tone can either be formal or informal, depending on the
audience you are speaking to. Examples of communication tones are
enthusiastic, direct, apologetic, etc.
 The communication style you will use when communicating with the
Communication style can be one of the following four types: passive,
aggressive, passive-aggressive, and assertive.
 The structure of communication you will use when presenting to the
Communication structures refer to how information flows among the
employees of an organisation.
Your structure must be in accordance with your identified communication
tone and style.
c. Positions on the rebranding of Bounce Fitness
 At least two positions of the business regarding the rebranding of Bounce
Fitness
 At least one supporting argument for each of the identified positions
Positions and supporting arguments must be based on the objectives of
communication identified in Task 1.1 and information for discussion.

d. Forums to present the information

 At least two forums where the rebranding of Bounce Fitness can be
presented (e.g. meeting room, online applications such as Skype, Zoom,
etc.)
 Select a forum that will be used when you present and negotiate with
the two stakeholder groups
Forums must be appropriate modes to discuss the identified objectives of
communication.
5. Locate the Presentation Checklist provided within this workbook. The Presentation
Checklist outlines all the information that must be included in the materials you will
present in the meeting with the target stakeholder groups. Provide your assessor a copy
of the Presentation Checklist.
6. Review the information outlined in the Presentation Checklist. Prepare the presentation
materials you need for the meeting with the two target stakeholder groups. Examples of
presentation materials are the following:
 PowerPoint Presentation
 Handouts
You must have at least one presentation material for the meeting. It must contain the
 Purpose of communication
 Objectives of the communication
 Information to be communicated to the organisation or specific work area as
identified in Task 1.1
 Confidential information
 Issues and problems regarding the identified information
 Positions of the business on the identified information and their respective
supporting arguments. These must be based on the objectives of communication.
The presentation material must be planned and designed appropriately for the target
stakeholder groups. It must be in accordance with the presentation styles and forum
identified in Step 4.

)
7. After you have prepared the presentation material, submit it to your assessor for review.
Your assessor will review your submission against the Presentation Checklist items.
 PDF copy of email correspondence with acknowledgement from each of the

stakeholders
 Completed Delivery Plan
 At least one presentation material

Presentation material can be any of the following:
o PowerPoint Presentation
o Handouts

Presentation Checklist (for Assessor’s use only)
Learner Name:
Name of Workplace/

Organisation:
Presentation Material

Submitted:
Date of Review:
The material submitted by the learner: Yes No Comments
1. Accurately includes the information to be presented
The material:
 Contains the information to be

communicated based on what was
identified and authorised by the person in
authority
 Incorporated all information needed to be

discussed in the meeting (positions,
supporting arguments, confidential
information, etc.)
2. Is appropriate to the needs of the target stakeholder groups
The material:
 Includes the requirements of the

stakeholders (see Requirements and
Outcomes Desired section of the Delivery
Plan)
 Includes the desired outcomes of the

stakeholders (see Requirements and
Outcomes Desired section of the Delivery
Plan)

)
3. Is appropriate to the context and purpose of communication
The material:
 Introduces the identified information to be

communicated
 Contains the details related to the

information to be communicated
 Establishes the purpose of communication
 Explains the connection of the meeting to

the purpose of communication
4. Is in accordance with the desired outcomes
The material:
 Strategically details information that will

make the stakeholders agree to the
information to be communicated
 Gives focus on coming up with solutions for

the stakeholders’ potential issues and
problems
5. Is planned and designed appropriately for the target stakeholder groups
The material reflects:
 The appropriate tone to be used in

presenting to the target stakeholder
groups, according to the identified tone in
the Delivery Plan
 The appropriate style to be used when

delivering information to the target
stakeholder groups, according to identified
style in the Delivery Plan
 The appropriate communication structure

when communicating the identified
information to the target stakeholder
groups, according to identified structure in
the Delivery Plan


)
6. Presents reliable information
The material:
 Introduces the information authorised by

the person in authority
 Details the information according to the

requirements and outcomes desired given
by the target stakeholder groups
 Contains information prepared in the

Delivery Plan
By signing here, I confirm that I have reviewed the presentation materials submitted by the learner,
whose name appears above.
I further confirm that the information included in the presentation materials are true and accurately
reflect the identified information to be presented to the target stakeholder groups.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 2.2 Deliver Presentation
1. Locate the Meeting Minutes and Observation Form provided within this workbook. The
Observation Form outlines all the skills you need to demonstrate during this task. Provide
your assessor a copy of the Observation Form.
time with your assessor to observe you in conducting the meeting with the stakeholders.
Discuss all requirements of the task with your assessor and prepare these before the
consultation meeting.
3. Arrange a meeting with each of the individuals from your two target stakeholder groups
to discuss the identified information to be communicated. The presentation material
prepared in Task 2.1 must be used to aid you in discussing the identified information.
4. During the meeting, you must:
a. Discuss the information to be communicated as included in the presentation
material
b. Identify at least two areas of common ground regarding information being
communicated
Areas of common ground are the points of discussion the stakeholders agree on.
These areas do not cause any arguments or issues among them.
c. Identify at least two areas of potential compromise regarding the decisions on
the information being communicated
Potential compromise is the point of discussion the stakeholders initially disagree
on but eventually reach an agreement after discussing.
d. Encourage stakeholders to ask questions regarding the presentation
e. Summarise the outcomes of the discussion

)
5. After the discussion, you must follow up with the stakeholders regarding any issues or
concerns they have in the discussion. This will be done in the succeeding task.
This is an action item that would require you to follow up on further issues or concerns
the stakeholders have but did not get to raise during the discussion.
Document your discussion in the Meeting Minutes template provided within this
workbook.
6. At the end of the meeting, have each stakeholder sign beside their name in the Meeting
Minutes template. Their signature must be handwritten.
7. After the meeting, summarise the outcomes of the discussion in an email. Send a copy of
the summary and the Meeting Minutes to each of the attending stakeholders.
You will need to submit a PDF copy of the email correspondence containing the
following:
 Date when the email was sent
 Stakeholders’ acknowledgement of the email
8. Submit the following to you your assessor:
 Meeting Minutes
 PDF copy of the email correspondence containing the following:
o Date when the email was sent
o Stakeholders’ acknowledgement of the email
 Video recording of the meeting(if direct observation with assessor is not

possible)

Case Study Overview
Presenting the Brand
After discussing the rebranding plan proposed by the CEO, it must be communicated with its staff
and the representatives of its target market to determine their initial feedback regarding the
plan.Bounce Fitness believes that relevant stakeholders must be informed about any major
changes that are happening in the organisation.
1. Conduct the presentation meeting through a role-play activity.

 At least four volunteers to undertake the role of the individuals in each of the
two target stakeholder groups
o At least two volunteers will be the Bounce Fitness staff
o At least two volunteers will be the young and old representative from
the Target Market
The volunteers from the Target Market do not necessarily have to be
young and old. Volunteers must act and think like the age of the
customers they are role-playing.
 Presentation material prepared in Task 2.1 for the presentation with the target
stakeholder groups
3. Access the character brief from the link below:
Presenting the Brand Character Brief
https://bouncefitness.precisiongroup.com.au/supplementary-files/social-competence-
bsbcmm511/
Review the character brief with your volunteers. Discuss this with them, including the
requirements of the task so they can understand the role they need to undertake in the
role-play activity.

)
4. Locate the Meeting Minutes template and the Observation Form provided within this
workbook. The Observation Form outline all the skills you need to demonstrate during
this task.Provide your assessor a copy of the Observation Form.
activity.
If direct observation from your assessor is not possible, record the role-play activity in a
video. Ensure to obtain permission first from persons involved before doing so.
Conduct the role-play activity with your volunteers.
6. During the meeting, you must:
a. Discuss the information to be communicated as included in the presentation
material
b. Identify at least two areas of common ground regarding the rebranding of
Bounce Fitness
Areas of common ground are the points of discussion the stakeholders agree on.
These areas do not cause any argument among them.
c. Identify at least two areas of potential compromise regarding the rebranding
Potential compromise is the point of discussion the stakeholders initially
disagree on but eventually reach an agreement after discussing.
d. Encourage stakeholders to ask questions regarding the rebranding
e. Summarise the outcomes of the discussion
7. After the discussion, you must follow up with the stakeholders regarding any issues or
concerns they have in the discussion. This will be done in the succeeding task.
This is an action item that would require you to follow up on further issues or concerns
the stakeholders have but did not get to raise during the discussion.
Document your discussion in the Meeting Minutes template provided within this
workbook.

8. At the end of the meeting, have each of your volunteers sign off beside their name in the
Meeting Minutes template. Their signatures must be handwritten.
9. After the meeting, summarise the outcomes of the discussion in an email. Send a copy of
the summary and the Meeting Minutes to each of the attending stakeholders.
You will need to submit a PDF copy of the email correspondence containing the
following:
 Stakeholders’ acknowledgement of the email
10. Submit the following to you your assessor:
 Meeting Minutes
 PDF copy of the email correspondence containing the following:
o Date when the email was sent
o Stakeholders’ acknowledgement of the email
 Video recording of the meeting (if direct observation with assessor is not
possible)

)
Meeting Minutes
Date: 20-08-22 Time: 4:00 pm Location: Bounce Fitness
Purpose of the Improving the drawbacks

meeting
Facilitator ABC
Notetaker XYZ
Attendees ABC,DEF,GTD
Please sign beside your

name after the
meeting.
Agenda Item 1 Discussion of Information to be Communicated
Welcome and announcements
Discussion
The purpose of meeting was discussed

Agenda Item 2 Areas of Common Ground
Feedback of customers
Discussion
a. Reviews
b. Ratings
Agenda Item 3 Areas of Potential Compromise
Product price and packaging quality
Discussion
a. Price of products is high
b. Poor packaging of some products

)
Agenda Item 4 Summary of Discussion
Improvement
Discussion
Keepin in view customer reviews and improving flaws

 Review and discuss with the learner the task instructions, and skill requirements which they need
 Ensure that the learner understands the requirements of the task and the skill requirements
before proceeding.
For this assessment, the learner is required to meet with the stakeholders to discuss and negotiate the
identified information to be communicated. Prior to conducting the meeting, discuss with the learner to
ensure that they have access to the following:
Assessment requirements (please tick all requirements found in the assessment environment):
 At least four volunteers to undertake the role of the representative of each of the two
stakeholder groups
For learner taking the Simulated Pathway assessment, volunteers must include:
 At least two volunteers who will undertake the role of the Bounce Fitness staff
 At least two volunteers who will undertake the role of young and old representative of
Bounce Fitness’s Target Market
 Meeting Minutes template
 Presentation materials prepared in Task 2.1 to be used for the meeting
Continued on the next page.

)
You are required to observe the learner meet with the stakeholders to negotiate and present information
regarding the information to be communicated. The learner will provide you a copy of the Observation
Form which you must complete during the observation task.
the task.
commencing.

Observation Form
Learner Name:
Name of Workplace/

Organisation:
Task Title
Date of Observation:

Yes No Comments
the meeting with the target stakeholder groups?
1. Use active listening to seek information and confirm understanding of the presentation
 Paraphrase the information before

responding to the person’s query
 Ask questions to the person to clarify what

was said
 Avoid interruption of the speaker
 Refrain from having side conversations with

the other stakeholders
2. Use active questioning to seek information and confirm understanding of the presentation
 Use funnel questions to achieve common

ground and compromise
 Use open questions to gather the opinions

of the stakeholders

)
3. Follow relevant conventions in conducting the meeting
 Prepare the presentation material prior to

the start of the meeting
 Confirm attendance of stakeholders invited
 Keep the focus of the meeting into the

agenda
4. Follow relevant protocols in conducting the meeting
 Clarify the goal of the meeting prior to

starting
 Explain each point of discussion clearly
 Disclose that only the management will

have the authority to release this
information
5. Demonstrate control over oral, visual, and/or written formats to achieve goals
 Use the presentation material to present

information to the target stakeholder
groups
 Use the presentation material to help the

stakeholders visualise the information to be
communicated

6. Take the lead in negotiating, collaborating, and presenting persuasively to stakeholders
 Establish what they want to achieve at the

end of the meeting
 Discuss the advantages of the information

being presented
 Persuade the stakeholders that the

information has a lot of advantages to bring
to the business
7. Adjust language and presentation features to maintain the effectiveness of interaction
 Use simple English terms to accommodate

the target stakeholder groups
 Apply the appropriate tone, style, and

structure of communication identified
when presenting to the stakeholders
8. Demonstrate high-level conflict resolution skills and the ability to engage stakeholders
 Pay attention to the issues/concerns

expressed by the stakeholders and act to
address them
 Find common ground and compromise for

the satisfaction of all stakeholders

)
9. Use analytical processes to evaluate options, solve problems, and make decisions regarding the
rebranding
 Ask the stakeholders’ opinion to find more

options in solving the disagreements that
arose
 Find the most workable solution that all

stakeholders agree with
10. Provide an opportunity for the stakeholder groups to ask questions
 Encourage the stakeholders to ask

questions about the presentation
 Ask the stakeholders if they can clarify any

information not clear to the stakeholders
11. Adapt personal communication style to build trust with the stakeholders and show respect and value
for their opinions
 Listen to the concerns of the stakeholders
 Open themselves in accepting criticisms on

their proposal regarding the information
12. Understand information needs of others
 Provide presentation material that will brief

the stakeholders about the information to
be discussed
 Give time for the stakeholders to clarify

their concerns regarding the information

13. Present reliable information
 Introduce the information authorised by

the person in authority
 Discuss the requirements and desired

outcomes given by the target stakeholder
groups
 Discuss the information prepared in the

Delivery Plan
14. Answer questions clearly and concisely
 Keep the response focused on the details of

the question
 Inform the stakeholder if they will need

further information to respond to the
question
 Summarise the ideas in a short but

meaningful response


)
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 2.3 Follow-Up
Instructions below are for learners taking either the Workplace or Simulated Workplace
Assessment.
1. After the discussion, send an email to each member of your target stakeholder groups
involved in the meeting. Follow up on any issues or concerns they have but did not get to
raise during the meeting.
This is to ensure all the stakeholders’ further concerns are addressed, even after the
meeting. Follow-ups can include but not limited to the following:
 Further issues and concerns
 Further suggestions or recommendations
 Further actions they want to happen
You must send a response as to what actions will be taken to address action items that
the stakeholders have regarding the discussion.
2. Submit a PDF copy of email correspondence with each member of your target
stakeholder groups to your assessor. The email correspondence must contain the
 Response of the stakeholders regarding any follow-ups
 Your response as to what actions will be taken to address further issues,
concerns, suggestions, or actions the stakeholders have

)
Task 2.4 Evaluate Presentation
Instructions below are for learners taking either the Workplace or Simulated Workplace
Assessment.
1. Locate the Evaluation Form templateprovided within this workbook. To complete the
form, you must identify the following based on the presentation meeting conducted
from Task 2.2:
a. At least two aspects/areas of the presentation that went well
b. At least two aspects/areas of the presentation that did not go well
c. At least two areas of improvement for the presentation (refer to 1b)
Areas of improvement must be based on the identified two circumstances that
did not go well. They must address these circumstances to avoid repeating them.
2. Submit the Evaluation Form to your assessor:

Evaluation Form
Workplace/Organisation: Bounce Fitness
Date 24-08-22
ASPECTS/AREAS OF THE PRESENTATION
Aspects/Areas That Went Well Aspects/Areas That Did Not Go Well
a. Communication a. Low confidence
b. Listing points b. Understanding others point of views
AREAS OF IMPROVEMENT
a. Working on confidence
b. Working on customer feedbacks

)
Part III. Participate in and Lead Meetings

Task Overview
This part of the project will require you to prepare for, participate in, and lead meetings at least
two occasions in the workplace. Specifically, you will be required to:
 Identify opportunities to undertake at least two meetings
 Prepare meeting materials for each of the two meetings
 Undertake the meetings and summarise outcomes
 Distribute outcomes of the meetings to stakeholders
Resources Required:
o Workplace documentation required for each meeting, including but not limited
to:
 Project Briefs
 Meeting Minutes with previous action items
 Reports
 Other documents that the stakeholders involved need to review for each
meeting
 At least two stakeholders who will participate in each of the two meetings
o Opportunities to undertake at least two meetings within the workplace.
 Computer with Internet access to send meeting invites and materials

 At least two volunteers to undertake the role of stakeholders for each of the two
meetings


)
Task 3.1Prepare for the Meetings
1. Seek your supervisor’s assistance to provide you with opportunities to undertake at least
two meetings within the workplace. This can be any meeting conducted in the
workplace, e.g. brief about a new project, business consultation, team catchup, etc.
2. Determine the purpose, and at least one objective of each of the two meetings you will
undertake.Determine the target date of each meeting.
3. Identify at least two relevant stakeholders who will participatein each of the meetings to
be undertaken. There must be at least two attendees in each meeting.
Stakeholders can be the relevant staff of your organisation or external business contacts
who must be involved in each meeting to be undertaken. Stakeholders will vary
depending on the purpose of the meeting you will undertake.
4. Enquire about the availability of eachparticipating stakeholder to attend each
meeting.Specifically, ask about the date and time of their availability and their preferred
mode for each meeting. Mode of each meeting can be face-to-face physical meeting or
remote meeting, depending on stakeholder availability and purpose of the meeting.
In the enquiry, you must inform the stakeholder aboutthe details of each meeting,
specifically:
 The purpose of each meeting
 The objective of each meeting
 The target date of each meeting
You will need to submit evidence of your enquiry of each stakeholder’s availability for
each of the meetings to be conducted. Evidence will vary and can include but is not
limited to the following:
 PDF copy of the email correspondence containing the stakeholders’ response
regarding their available date, time, and preferred mode of the meeting
 Communication Log indicating the time and date of call or meeting with each
relevant stakeholder, and their response regarding their available date, time, and
preferred mode of the meeting
Ensure that each evidence you submit demonstrates that you have confirmed each
stakeholder’s availability prior to the set date of each meeting.

5. Prepare the materials required for each of the meetings. Where possible, these should
be relevant to the information you will be discussing at each meeting. Materials can
include but are not limited to:
 Project Briefs
 Meeting Minutes with previous action items
 Reports
 Other documents that the stakeholders involved need to review prior to the
meeting
Ensure that each meeting will have at least one material relevant to the information to
be discussed.
6. Once each stakeholder has confirmed their availability, send them an email invite
informing them of the following:
 Purpose of each meeting
 At least one objective of each meeting
 Date and time of each meeting, set accordingly to agreed availability
 Location of the meeting, according to the preferred mode of the meeting
 Attached meeting materials
You will be required to submit copies of email correspondence containing the
confirmation of each stakeholderper meeting invite.
 Evidence of enquiry of each stakeholder’s availability. This can include but not
o PDF copy of email correspondence containing the stakeholders’ response
regarding their available date, time, and preferred mode of meeting
o Communication Log indicating the time and date of call or meeting with
each relevant stakeholder, and their response regarding their available
date, time, and preferred mode of the meeting
 PDF copy of email correspondence containing the stakeholders’ confirmation of
their attendance for the meeting.

)
Focus on Objectives and Expansion
You are the Administration Manager of the Bounce Fitness Head Office in Cairns. You are tasked by the CEO
to prepare and lead two meetings in your centre to discuss the key focus of the organisation for the next
quarter. The two key focuses are linked to the organisation’s business objectives:
 Increasing market penetration by 15% through the utilisation of marketing strategies

 Continue to cultivate the image as a premier long-term wellness program provider
Meeting 1
The Board noticed the Sydney and Melbourne centres are falling behind in terms of the number of
customer subscriptions. It was proposed that both centres increase their customer base by
employing various marketing strategies.
As the Administration Manager for the Cairns centre, you need to inform and guide the managers of the
Sydney and Melbourne centres in increasing their customer subscriptions. You must discuss marketing
strategies they can employ for their respective centres to achieve the business objective of increasing
market penetration by 15% and also to increase their customer base, as stated above.
Meeting 2
After reviewing the 20xx Strategic Plan, the Board is looking at a new business opportunity to
penetrate the food industry. The organisation wants to evolve by expanding their focus on offered
products and services.
As Administration Manager for the Cairns centre, you thought it would be good to gather innovative ideas
from the organisation’s Fitness Instructor and Marketing Employee. This is regarding potential business
opportunities to achieve one of the business objectives for the incoming quarter, which is to continue to
cultivate the image as a premier long-term wellness program provider.

1. Complete this task by referring to Part III Case Study Overview and the link below to view
the information you require for this task.
Improving the Business Project Brief
bsbcmm511/
2. You will require access to at least two volunteers to assume the roles of stakeholders for
each meeting.
The two volunteers can be the same people for the two meetings, but they must
undertake two different roles for each meeting to be conducted.
3. Enquire about the availability of each participating stakeholder to attend each meeting.
Specifically, ask about the date and time of their availability and their preferred mode for
each meeting. Mode of each meeting can be face-to-face physical meeting or remote
meeting, depending on stakeholder availability and purpose of the meeting.
In the enquiry, you must inform the stakeholder about the details of the meeting,
specifically:
 The purpose of each meeting
 The objective of each meeting
 The target date of each meeting
You will need to submit evidence of your enquiry of each stakeholder’s availability for
each of the meetings to be conducted. Evidence will vary and can include but is not
 PDF copy of the email correspondence containing the stakeholders’ response
regarding their available date, time, and preferred mode of the meeting
 Communication Log indicating the time and date of call or meeting with each
relevant stakeholder, and their response regarding their available date, time, and
preferred mode of the meeting
Ensure that each evidence you submit demonstrates that you have confirmed each
stakeholder’s availability prior to the set date of each meeting.

)
4. Prepare the following required materials for each meeting, based on the Improving the
Business Project Brief:
 Business Objectives and KPI
 Research conducted on the following:
o Benefits of having a healthy café
o Focus points of Meeting 2
5. Once each stakeholder volunteer has confirmed their availability, send them an email
invite informing them of the following:
 Purpose of the meeting
 At least one objective of each meeting
 Date and time of each meeting, set accordingly to agreed availability
 Location of the meeting, according to the preferred mode of the meeting
 Attached meeting materials
You will be required to submit copies of email correspondence containing the responses
of the stakeholders per invite.
 Evidence of enquiry of each stakeholder’s availability. This can include but not
o PDF copy of email correspondence containing the stakeholders’ response
regarding their available date, time, and preferred mode of meeting
o Communication Log indicating the time and date of call or meeting with
each relevant stakeholder, and their response regarding their available
date, time, and preferred mode of the meeting
 PDF copy of email correspondence containing the stakeholders’ confirmation of
their attendance for the meeting

Task 3.2 Undertake the Meetings
1. Locate the Meeting Minutes and Observation Form provided within this workbook. The
Observation Form outlines all the skills you need to demonstrate during this task.
2. Review the instructions here and the skills you outlined in the Observation Form.
Arrange a time with your assessor to observe you in conducting the meeting. Discuss all
requirements of the task with your assessor and prepare these before the consultation
meeting.
Provide your assessor a copy of the Observation Form. Your assessor will complete the
Observation Form.
If direct observation from your assessor is not possible, record each meeting in a video.
3. Arrange each of the meetings with the stakeholders to discuss eachinformation
identified in the previous task. The date and time of each meeting must correspond to
the confirmed meeting invite. The prepared meeting materials must be brought to each
of the meetings.
4. Conduct each of the meetings. During each meeting, you must:

a. Discuss the following information:
i. The purpose of the meeting
ii. At least one objective of the meeting
iii. At least one issue that needs to be resolved in line with the identified
objective of the meeting
b. Seek consensus on the outcomes of each meeting based on the issue discussed.
At least two agreed outcomes must be included in this discussion.
c. Summarise the outcomes of the meeting
Summary must contain the solutions and steps you and the stakeholders have
decided to undertake for the execution of the business proposal.

Learner Assessment PackProduced 14 March 2020 107
© AH&B College (Australia)
Learner must ensure they and each of the stakeholders contribute to the discussion by:
 Asking questions about the information
 Presenting own opinions
 Listening to the other stakeholders’ statements
 Providing possible solutions for the concerns of the stakeholders
5. At the end of each the meeting, have each of thestakeholders sign beside their name in
each of the Meeting Minutes templates. Their signature must be handwritten.
6. Distribute the Meeting Minutes to each of the participating stakeholders via email. You
will need to submit a PDF copy of the email correspondence. The email you will send
must include the following:
This must show that the email was sent after each meeting was conducted.
 Summary of outcomes of each corresponding meeting

 Two Meeting Minutes – one for each meeting undertaken
 PDF copy of the email correspondence containing the summary of outcomes of
each corresponding meeting
 Video recording of each meeting (if direct observation with assessor is not
possible)

1. Conduct each meeting through a role-play activity.

 At least two volunteers to assume the roles of stakeholders for each meeting.
 Meeting materials prepared from the previous task:
o Business Objectives and KPI
o Research conducted on the following:
 Benefits of having a healthy café

 Focus points of Meeting 2
3. Access the character brief from the link below:
Improving the Business Character Brief
bsbcmm511/
Review the character brief with your volunteers. Discuss this with them, including the
requirements of the task so they can understand the role they need to undertake in the
role-playactivity.
4. Locate the Meeting Minutes template and the Observation Form provided within this
workbook. The Observation Form outline all the skills you need to demonstrate during
this task.
activity.
Provide your assessor a copy of the Observation Form. Your assessor will complete the
Observation Form.
If direct observation from your assessor is not possible, record each role-play activity in a
video. Ensure to obtain permission first from persons involved before doing so.

)
6. Conduct each role-play meeting with your volunteers. The discussion and its outcomes
must be based on the identified objective per meeting:
 Discuss business objectives for the next quarter to improve customer
subscriptions
 Discuss plan to open a Healthy Café
7. At the end of each meeting, have each of your volunteers sign off beside their name in
the Meeting Minutes templates. Their signatures must be handwritten.
8. Distribute the Meeting Minutes to each of the participating volunteers via email. You will
need to submit a PDF copy of the email correspondence. The email you will send must
include the following:
This must show that the email was sent after each meeting was conducted.
 Summary of outcomes of each corresponding meeting
 Two Meeting Minutes – one for each meeting undertaken
 PDF copy of the email correspondence containing the summary of outcomes of
each corresponding meeting
 Video recording of each meeting (if direct observation with assessor is not
possible)

Meeting Minutes
Date: 23-08-22 Time: 4:00pm Location: Bounce fitness
Purpose of the Communication with customers

meeting
Facilitator ABC
Notetaker XYZ
Attendees FRT,BHY,CTJ,etc
Please sign beside your

name after the
meeting.
Agenda Item 1Purpose and Objective of the Meeting
to give participants a clear outline
Discussion
The main purpose of the agenda is to give participants a clear outline of what should
happen in the meeting, who will lead each task and how long each step should take.

)
Agenda Item 2Issue to be Resolved
Complaints by customers
Discussion
Customer preferences
Agenda Item 3Consensus on Meeting Objectives
Discussing previous meetings
Discussion
a. What deltas from previous meeting will we focus on this meeting
b. How do we best manage the fluctuating internal demand for our services.

Agenda Item 4 Summary of Outcomes
Goals
Discussion
Support documents
Discussion period

)
 Review and discuss with the learner the task instructions, and skill requirements which they need
 Ensure that the learner understands the requirements of the task and the skill requirements
before proceeding.
For this assessment, the learner is required meet with the stakeholders to discuss information that called
for a meeting. Prior to conducting the meeting, discuss with the learner to ensure that they have access to
the following:
Assessment requirements(please tick all requirements found in the assessment environment):
 At least two stakeholders for each meeting to be undertaken.
For learner taking the Simulated Pathway assessment, volunteers must include:
 At least two volunteers to assume the roles of stakeholders for each meeting.
 Meeting Minutes template
 Meeting materials prepared from the previous task:
 Business Objectives and KPI for Meeting 1
 Research conductedon healthy café for Meeting 2

You are required to observe the learner conduct a meeting with at least two stakeholders for each
meeting. The learner will provide you a copy of the Observation Form which you must complete during the
observation task.
the task.
commencing.

)
Observation Form
Learner Name:
Name of Workplace/

Organisation:
Task Title
Date of Observation:

Yes No Comments
the meeting with the relevant stakeholders?
1. Use active listening to seek information and understanding of the meeting
 Allow the stakeholders to voice out their

sides regarding the information
 Consider the opinions of the stakeholders

in achieving consensus on the outcomes
 Refrain from conversing with other

stakeholders when someone is speaking
during the meeting
 Avoid doing unnecessary actions such as

checking mobile phone, etc.
2. Use active questioning to seek information and understanding of the meeting
 Use funnel questions to achieve consensus

on the outcomes of the meeting
 Use open questions to gather the opinions

of the stakeholders

3. Use relevant communication protocols in the meeting
 Introduce what the meeting is about
 Let the stakeholders take turns in speaking
 Avoid using negative words when

disagreeing with a proposed solution
4. Contribute to the discussions
 Ask questions about the information
 Present own opinion regarding the

information
 Provide possible solutions for the issue of

the meeting
5. Use analytical processes to achieve consensus on outcomes of the meetings
 Identify the issue of the stakeholders

regarding the information
 Come up with several possible options for

the solution of the issue
 Decide on a solution that everybody agrees

with

)
6. Lead the discussion in the meetings demonstrating the ability to engage and motivate the
stakeholders
 Ask questions to the stakeholders directly

to encourage them to voice their opinions
 Propose solutions while considering the

opinions of the stakeholders
7. Adapt personal communication style to build trust with the stakeholders and show respect and value
for their opinions
 Listen to the concerns of the stakeholders
 Include the opinions of the stakeholders in

achieving an outcome for the meeting
8. Use relevant vocabulary language to maintain the effectiveness of the interaction with the
stakeholders
 Avoid using technical terms unfamiliar to

the stakeholders involved in the meeting
 Use standard English and followed the rules

of grammar to avoid miscommunication

9. Answer questions clearly and concisely
 Avoid the use of filler words for stalling

such as “uhm”, “so”, “like”
 Explain in a short but meaningful answer
 Answer only what is asked and did not stray

from the context of the question

Assessor Name:
RTO Name:
Signature:
Date signed:

)



Instructions:
Your assessor will review your submissions against the checklist below. This section is to be
completed by your assessor.
The learner has completed the Short Answer Questions in this workbook 
Short Answer Questions 
The learner has completed the Practical Assessments in this workbook and has 
submitted all the required evidence:
Project Assessment
Task 1.1 Prepare and Plan Communication Requirements
Authority to Represent Business Form 
Task 2.1 Prepare Presentation for the Information to be Negotiated to the

Target Stakeholder Groups
Evidence of Enquiry 
Delivery Plan 
At least one presentation material
Task 2.2 Deliver Presentation
Meeting Minutes 
Evidence of Email Correspondence 
Task 2.3 Follow-Up
Follow-Up Email 

)
Task 2.4 Evaluate Presentation
Evaluation Form 
Task 3.1 Prepare for the Meetings
TwoEvidence of Enquiry 
TwoMeeting Invite 
Task 3.2 Undertake the Meetings
TwoMeeting Minutes 
TwoEmail Correspondence 


Recording

)
Record of Assessment
Instructions:
This section is to be completed by your assessor.
Assessment Details
Learner
Course Code
Unit of Competency BSBCMM511 - Communicate with influence
Assessor Name
RTO
Needs more
Assessment Activity Satisfactory
evidence
Short Answer Questions
Short Answer Question 1  


)
Needs more
Assessment Activity Satisfactory
evidence
Practical Assessment
Part I Task 1 Prepare and Plan Communication Requirements  
Part II Task 1 Prepare Presentation for the Information to be

 
Negotiated to the Target Stakeholder Groups
Part II Task 2 Deliver Presentation  
Part II Task 3 Follow-Up  
Part II Task 4 Evaluate Presentation  
Part III Task 1 Prepare for the Meetings  
Part III Task 2 Undertake the Meetings  
Needs more
Context Details Satisfactory
evidence
 
 
 
 
 
 

Supervisor/Observer Verification Log
Supervisor/Observer
Supervisor/ Role in the Contact Date of
verifies the learner’s
Observer Name Assessment Details Contact
submissions
 Yes  No
 Yes  No
 Yes  No
 Yes  No
Assessor’s Comments
Remarks/feedback
Details of further evidence required

)
Please tick the appropriate box. Yes No
Comments and further action required are noted in the Learner

 
Assessment Pack
Results discussed and agreed to by the learner

 
You have the right to appeal the outcome of your assessment.
 Competent
The Learner is
 Not Yet Competent
Assessor’s signature Date signed
I further confirm that I have verified the learner’s submissions by contacting the learner’s
supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log
above.
After reassessment, the Learner is:  Competent  Not Yet Competent
Assessor’s signature Date signed
Learner’s Comments
The signature confirms that I have submitted all my own work, and agree with the assessment
decision and feedback.
Learner’s signature Date signed

MUK 24-08-22

End of Document

)

Learner Assessment Pack V2 NEW

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Learner Assessment Pack V2 NEW

Uploaded by

Copyright:

Available Formats

Learner Assess

© 2021 AH&B College Bondi NSW

BSBCMM511 - Communicate with influence (Release 1)

Overseas Student Information Copying for Educational Purposes

Copyright Notice Disclaimer

BSBCMM511 - Communicate with influence (Release 1)

Version Control & Document History

Date Summary of modifications Version

Version 2 final produced following assessment

BSBCMM511 - Communicate with influence (Release 1)

BSBCMM511 - Communicate with influence (Release 1)