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BSBCMM511 Assessment Instructions V1.0221A
BSBCMM511 Assessment Instructions V1.0221A
BSBCMM511 Assessment Instructions V1.0221A
Assessment overview
How to work through the assessment
The tasks in this assessment will assess competency for the unit BSBCMM511 Communicate with
influence, Release 1.
• This document provides instructions only; Students do not upload this document to
Moodle.
Features Explanation
Assessment • The assessment process requires you to complete all assessment tasks.
Process • You must complete all your assessments unassisted by the assessor
or anyone else.
• You must not plagiarise. Greystone College uses third party software to
detect plagiarism.
• To gain a ‘Competent’ outcome in BSBCMM511 Communicate with
influence you must achieve:
o 100% in all Online Quizzes
o a ‘Satisfactory’ result in the other assessment tasks.
• If you do not meet the criterion, you will receive the result ‘NYC’ = Not
Yet Competent, and you can be re-assessed.
o You can continue to resubmit an Online Quiz (Task 1) until you
achieve 100%.
o For all other assessment tasks, you have three (3) submission
attempts.
• The assessment tasks that you will need to complete are listed below.
• For Tasks 2 and 3, you will need to complete the Assessment
Templates document provided.
Assessment Students must demonstrate the skills and knowledge required to present and
information negotiate persuasively, lead and participate in meetings and make presentations
and scope
to customers, clients and other key stakeholders.
The unit applies to individuals who are managers and leaders required to identify,
analyse, synthesise and act on information from a range of sources, and who deal
with unpredictable problems as part of their job role. They use initiative and
judgement to organise the work of self and others and plan, evaluate and co-
ordinate the work of teams.
Assessment The Assessment Templates document, located under the Assessment tab in
Templates Moodle, contains the templates you will use to record your responses to relevant
assessment tasks.
Templates and resources You will need the following resources to complete Task 2:
required • Task 2 – Knowledge Questions Template in the BSBCMM511
Assessment Templates document
• Student book and additional learning resources
1. Why is it important to understand the needs of your audience and the purpose of your
communication when preparing your position?
3. Define the purpose and the position you would take in the following situations:
• Providing a new employee with company history, policies and personnel within the
company
• A review with an under-performing employee supported with productivity reports and
feedback
• Promotion of a new product range that your company is introducing to the market that
will save customers money.
4. Select communication techniques for problem-solving strategies by placing the letter of the
communication technique next to the correct problem-solving strategy.
Communication techniques:
A. Negotiation
B. Mediation
C. Conflict Resolution
D. Incident De-escalation
6. Name four (4) strategies you would employ to run a structured and inclusive meeting.
7. Organisations operate with many policies and procedures to assist with the smooth and
legal running of their business. Using the numbered list below, identify all policies and
procedures that would be used in the following communication situations (Note – some may
be assigned more than once).
Policies and Procedures:
1. Health and Safety policy
2. Employment contracts
3. Code of Conduct
4. Recruitment policy
5. Employee handbook
6. Complaints procedure
7. Confidentiality policy
Workplace policies and procedures relating to confidentiality and privacy are influenced by
state, territory and federal legislation. It is important to stay up to-date with relevant policies to
ensure you are behaving ethically and legally when presenting and negotiating and participating
in meetings.
8. Name the government legislation that protects the Privacy of Information in Australia
and describe what it regulates.
9. List at least three (3) pieces of personal information that are protected under the Act.
11. Where could you seek advice on how to handle confidential information? Provide at
least three sources.
12. When communicating with others it is important to determine the tone, structure, and style
to use. Explain why this is important and the impact it can have on others. Include a
workplace communication example in your answer.
Mark has become very upset with his colleague Jenny. Jenny has been appointed a role running
a project that Mark thought he should have. He believes he is more qualified, and has better
13. Provide three (3) reasons why it is important to resolve conflict in the workplace.
14. What steps could Jenny take to resolve the conflict effectively? List five (5) steps.
15. List three (3) techniques Jenny could use to control her emotions when talking to Mark.
16. Access the BizOps Management team document. Use the organisational chart to complete
the following:
Name a relevant stakeholder, a reason why the stakeholder could be communicating with
BizOps, and which department manager at BizOps would need to give approval.
An example: HR Manager (Department) may communicate with Fair Work (Government
agency) when determining changes to work conditions (reason).
17. Outline the process you would use to plan and document a negotiation and meet the needs
of stakeholders.
18. It is important to confirm the outcome of a negotiation. Name two (2) ways you could
communicate with stakeholders and establish common ground for a potential compromise.
Decide the best meeting forum for stakeholders to contribute to discussions for the following
business objectives. Name two (2) for each:
21. List at least (6) meeting materials to be prepared and distributed to stakeholders prior to
and after a meeting.
22. Why is it important to follow up with stakeholders after a meeting? Give two (2) reasons.
23. What must you first consider when beginning to prepare for a presentation?
24. Why is it important to provide opportunities for the audience to ask questions and how
would you follow up with the audience after a presentation?
25 questions total
Student Instructions • Access the BizOps business and customer profile to familiarise yourself with
the organisation. You will be studying BizOps business documents to
complete the project.
• Read the scenario below and instructions for each step to complete the
project.
• Use the templates in the Task 3 – Project template in the Assessment
Templates document to:
o develop a Communication Plan
o create two Emails – Request for Approval & Meeting Invitation
o develop a Negotiation Plan
o prepare for a presentation meeting
Templates and The following templates and resources are required to complete your Task 3:
Resources required Project. You will find these in Moodle assessment tab for this unit.
Templates:
Task 3: Templates in the Assessment templates document:
• Communication plan template
• Email template
• Negotiation plan template
Resources:
• BSBCMM511 BizOps Organisational Operational Plan
• BSBCMM511 BizOps Customer Service policy
• BSBCMM511 BizOps Organisational Chart
• BizOps Business and service profile (Access the link on Moodle)
Steps:
1. Review BizOps Customer Service Policy and Organisational Plan. This can be found in the
Required Resources folder in Moodle. Study the documents carefully and use these to
create some ideas on how you can continue the high service levels in your department
and meet the demand of the increase in phone sales. Add these ideas to the Assessment
Templates document. You will use your ideas for a presentation and meeting in Task 4.
2. Develop the Communication Plan using the template in the assessment template
document in preparation for a meeting with colleagues and Darren Lin, the external
consultant. You will be participating in a presentation and meeting in Task 4.
• The communication plan will assist with choosing the style of meeting, the type of
presentation that is appropriate (slides, video, reports, PowerPoint slides), details of
the meeting such as location, time and date and any questions that you may like to
ask the external consultant, Darren Lin. Also, ensure you include the method of
communication he prefers.
3. Prepare an email using the template in the assessment templates document to Sarah
Voss and other relevant personnel. Access the BizOps Organisational Chart to decide who
else will need to receive your email. Write the email to request approval to present
sensitive and confidential information in a meeting with Darren Lin, the external
consultant.
Your email should include:
• record your name in the From field
• record the receiver’s full name in the To field
• begin with a greeting (for example, Hi or Hello)
• the date you write the email in the Sent field
• request to share sensitive and confidential information
• sign off at the end and include your name (for example, Kind regards, Sincerely or
Best regards)
6. Prepare a Negotiation Plan using the template in the Assessment Templates document.
Managers will bring their ideas to the meeting to discuss and agree on solutions. As a
management team you will need to decide on just two (2) ideas to present to the BizOps
management team. This will require discussion, collaboration and negotiation to decide
on the best ideas to present. The negotiation plan will prepare for any potential problems
or issues, define your position and any supporting argument you have for your ideas. You
will use your Negotiation Plan for a meeting in Task 4.
Role-Play 1
Your assessor will provide you with clear instructions before commencing the role play. Read
the instruction carefully to completed each part.
Part A: Presentation meeting with staff and external consultant
Part B: Post presentation
Steps
1. Form a group of 2 to 4 class members. Class members represent the staff in the BizOps
Phone sales department. Your assessor will play the role of Darren Lin, the external
consultant who will contribute to opinions on the group’s ideas.
Observation Assessment: Ensure you use a range of communication skills including active
listening, negotiation skills, questioning techniques and presentation skills when you are
discussing ideas with your team. your assessor will be looking to ensure you use these. It is
important that you use culturally appropriate language, so avoid using slang or terms others
may not understand. Your assessor will be observing and assessing your performance.
Observation criteria
O7 Adjusting language and adapting communication style and demonstrating the ability to
engage and motivate others
Verbal Questioning
VQ2 The student must demonstrate understanding to use analytical process to evaluate
options and aid in problems solving and decision making
Simulation: - Assessor in the role of an external consultant asks:
Question: I can’t make up my mind. How is your idea better than if nothing was
changed?
3. Complete the Feedback record template in the Assessment Templates document about
for your presentation. You will include feedback using Moodle Forum.
a. Gain feedback on your presentation using Moodle Forum. Your assessor will give
you instructions on how to use Moodle Forum. Ask questions to at least 2 group
members on the following topics. Add their responses to the Feedback Record template.
Feedback topic questions:
• Was the presentation information informative?
• Were the objectives achieved?
• Any suggestions for improvement?
Steps
3. Prepare an email invite to the management team using the email template in the
Assessment Templates document.
• Use the information from your completed Communication Plan to provide the BizOps
management team with details about the upcoming meeting presentation.
4. Prepare to meet with members of the BizOps management team using the information
determined in the Communication plan, and Negotiation plan. Consider the audience you
will be presenting to when designing your presentation. Decide if you will be using
handout notes, your completed report or slides.
Observation Assessment: Ensure you use a range of communication skills including active
listening, negotiation skills, questioning techniques and presentation skills when you are
discussing ideas with your team. your assessor will be looking to ensure you use these. It is
Observation criteria
O7 Adjusting language and adapting communication style and demonstrating the ability to
engage and motivate others
IMPORTANT: Check you have completed the following for Role play 1 & 2.
Conduct a presentation meeting
Gain feedback using Moodle Forum and complete the feedback record template
A written report
Communication Plan
Negotiation Plan
Email invite to the management team
Feedback record
Meeting Minutes