BSBCMM511 LAP F v1.2

Learner Assessment Pack
BSBCMM511
Communicate with influence
Precision Group (Australia)

Level 19, 288 Edward St, Brisbane, QLD, 4001
Email: info@precisiongroup.com.au
Website: www.precisiongroup.com.au
© 2021 Precision Group (Australia)
BSBCMM511 - Communicate with influence (Release 1)
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Learner Assessment Pack Produced 9 November 2021 3
Version Control & Document History
Date Summary of modifications Version
Version 1 final produced following assessment

14 July 2020 1.0
validation
Version 1.1 produced following minor

amendments to Short Answer Questions:
 Minor update to table headers in Short
22 June 2021 Answer Question 1. 1.1
 Updated Short Answer Question 2.
 Updated tick boxes in Observation
Forms
Version 1.2 fixed broken link in Case Study

9 November 2021 1.2
Overview for Bounce Fitness website

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 assessment must 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 instructed using 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.
IMPORTANT:
Reasonable adjustment made for collecting learner assessment evidence must not impact on the
standard expected by the workplace, as expressed by the relevant unit(s) of competency. For
example, if the assessment were gathering evidence of the learner’s competency in writing,
allowing the learner to complete the assessment verbally would not be a valid assessment
method. The method of assessment used by any reasonable adjustment must still meet the
competency requirements.

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 to undertake at least two meetings, and another meeting to 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 ü
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
Learner’s signature Date
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.
Precision Group (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
a. Complete the table by identifying the following:

i. Name of your workplace/organisation
ii. The industry to which your workplace/organisation belongs
b. Conduct research online or through other sources to identify the following information:
i. At least two media organisations that can help promote your
workplace/organisation
ii. At least two government organisations relevant to your workplace/organisation
iii. At least two specific industry events that your workplace/organisation can
participate in
Briefly explain how each of the identified information above is relevant to your
workplace/organisation.
c. Identify at least two communication channels that your workplace/organisation can use
to communicate with your 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

Industry to which the Premier provider of fitness and wellness in Australia

belongs
Media Organisations Relevance to your Workplace/Organisation
i. Traditional Media organizations can help promote the brand

media: These include through the dissemination of news, articles and interviews.
television channels, This increases the visibility of the company, creates
radio stations, awareness among the public and strengthens the
newspapers, and reputation of the brand.
magazines.
ii. Digital media Branding and workplace promotion: Digital media

and social networks: platforms and social networks offer a wide audience and
Platforms like an effective way to promote the brand and the workplace.
By having a presence on these platforms, organizations can
Facebook, Twitter,
create engaging and relevant content, share news and
Instagram, LinkedIn updates, showcase company culture, and engage potential
and YouTube offer employees.
opportunities to
Online reputation monitoring and analysis: Digital media
promote your
platforms and social networks offer tools to monitor and
workplace or
analyse an organization's online reputation. This allows
organization
businesses to track mentions of their brand, gauge public
perception, and quickly respond to any issues or crises that
may arise.
Government Organisations Relevance to your Workplace/Organisation
i. Australian Australian Competition and Consumer Commission

Competition and (ACCC): The ACCC is Australia's competition and consumer
Consumer protection authority. It is responsible for ensuring that
Commission (ACCC) companies comply with competition and consumer
protection laws, which may include regulation of unfair
business practices, misleading advertising, and protection
of consumer rights.
ii. Safe Work Safe Work Australia: Safe Work Australia is a

Australia government agency charged with developing national

policies and standards for safety and health in the

workplace. Provides guidelines and resources to help
employers and employees maintain safe and healthy work
environments, including guidelines specific to the fitness
and wellness industry.

Events Relevance to your Workplace/Organisation
i. Fitness The Fitness Show is the leading event for the fitness
Show industry in Australia. It is an exhibition that brings together
professionals, fitness enthusiasts, equipment suppliers, sports
fashion brands and wellness experts. The event provides a
platform to showcase products and services, participate in live
demos, attend educational conferences and workshops, and
network with industry professionals.
ii. FILEX FILEX is an annual fitness and education convention

Fitness Convention held in Australia. It is one of the largest and most important
events for fitness professionals, personal trainers, group
instructors and industry leaders. The convention offers a wide
range of educational sessions, hands-on workshops, keynote
presentations and networking opportunities. It is an ideal
place to keep up with the latest trends, gain new knowledge
and network with colleagues and vendors in the industry.
Communication Channels Relevance to your Workplace/Organisation
i. Website: A well-designed and updated website is an essential

tool for communicating with external stakeholders. Through
the website, the organization can provide detailed
information about its services, hours, prices, locations, and
special events. You can also include sections dedicated to
customer testimonials, news and updates, and contact
options for inquiries or questions. The website should be easy
to navigate, optimized for mobile devices, and reflect the
organization's identity and values.
ii. Social Social networks offer a dynamic and accessible

networks platform to interact with external stakeholders. The
organization may use platforms such as Facebook, Instagram,
Twitter, and LinkedIn to share relevant content, such as
fitness tips, industry news, special promotions, and upcoming
events. Social networks also allow the active participation of
followers through comments, direct messages and surveys. It
is important to maintain a constant presence on social media
and respond in a timely manner to follower inquiries and
comments.

Question 2
In 50 words or more, discuss the importance of cross-cultural communication in the workplace.
Cross-cultural communication in the workplace is of utmost importance in an increasingly

globalized world. It enables employees to understand and appreciate cultural differences, which
fosters collaboration, empathy, and creativity. Effective communication avoids
misunderstandings and conflicts and promotes an inclusive and productive work environment. It
also facilitates the management of multicultural teams and the expansion of business
internationally. In short, intercultural communication in the workplace is essential for the success
and sustainability of organizations in the era of cultural diversity.

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. Active listening This technique involves paying full attention to the other party during the
business deals negotiation, showing genuine interest in their views and concerns. In the
workplace, it can be demonstrated by ensuring that all voices are heard and
considered in discussions, avoiding interruptions, and demonstrating empathy
for others' perspectives.
ii. Assertive Assertive communication involves clearly expressing one's interests and
communication needs without being aggressive or passive. In the workplace, it can be
demonstrated by clearly and directly communicating expectations, setting
appropriate boundaries, and expressing opinions in a respectful manner.
Assertive communication helps to avoid misunderstandings and reach mutually
beneficial agreements.
iii. Collaborative Rather than adopting a "win-lose" mentality, this technique focuses on
solution finding finding solutions that meet the interests of both parties. In the workplace, it can
be demonstrated by fostering collaboration among team members, promoting
joint generation of ideas and seeking alternatives that benefit everyone

involved. This helps build positive and lasting relationships in the work
environment.

b. Mediation of conflict i. Neutrality and A mediator must remain neutral and impartial during the mediation
impartiality process. This involves not taking sides or favoring any of the parties involved in
the conflict. In the workplace, this technique can be demonstrated by ensuring
that the mediator listens to and considers the concerns and perspectives of all
parties equally, without bias or favoritism.
ii. Active listening and Conflict mediation requires active listening on the part of the mediator,
empathy which involves paying attention to and understanding the emotions, needs and
concerns of the parties involved. Empathy also plays a crucial role, as it allows
the mediator to put him or herself in each party's shoes and understand their
points of view. In the workplace, these techniques can be demonstrated by
listening carefully, validating emotions, and demonstrating understanding of
the experiences and perspectives of conflicting employees.
iii. Facilitating effective The mediator should facilitate effective communication between the
communication parties, creating a safe and respectful environment where they can express
their concerns and needs in a clear and constructive manner. This involves
encouraging open communication, ensuring that all voices are heard, and
helping the parties understand each other. In the workplace, this technique
can be demonstrated by promoting respectful dialogue, establishing clear
communication rules and mediating difficult conversations to ensure that
mutual understanding is reached.
c. Conflict Resolution i. Open and honest Conflict resolution requires open and honest communication between
communication the parties involved. This involves clearly expressing issues, concerns and
needs, as well as actively listening to the other party. In the workplace, this
technique can be demonstrated by promoting a culture of open
communication, encouraging constructive feedback and creating safe spaces
for employees to voice their concerns.
ii. Collaboration and Successful conflict resolution involves seeking solutions that meet the
seeking joint solutions needs and interests of both parties. This requires a collaborative approach,
where parties work together to find common ground and reach a mutually
beneficial agreement. In the workplace, this technique can be demonstrated by
encouraging collaboration among conflicting employees, facilitating the
generation of ideas, and seeking creative solutions that meet everyone's
needs.
iii. Negotiation and Conflict resolution often involves the need to compromise and find a
compromise balance between the positions of the parties. Negotiation plays an important
role in seeking agreements that partially satisfy the demands of each party. In
the workplace, this technique can be demonstrated by encouraging employees
to find compromise solutions, identify areas where they can compromise, and
reach agreements that will advance and maintain healthy working
relationships.
d. Incident de-escalation i. Remain calm and Incident de-escalation requires that the people involved remain calm
maintain emotional control and control their emotions. This involves avoiding impulsive and emotional
reactions that may exacerbate the situation. In the workplace, this technique
can be demonstrated by practicing emotional self-regulation, taking deep
breaths and maintaining a calm and respectful tone of voice, even in tense
situations.
ii. Clear and respectful Clear and respectful communication is essential for incident de-
communication escalation. This involves using clear and concise language, avoiding the use of

threatening or provocative tones, and showing respect for the opinions and
views of others. In the workplace, this technique can be demonstrated by
communicating in a direct and respectful manner, seeking mutual
understanding, and avoiding aggressive language or behavior that may
increase tension.
iii. focus on common During incident de-escalation, it is useful to identify and focus on the
interests common interests of all parties involved. This involves looking for areas of
agreement and working together toward a win-win solution. In the workplace,
this technique can be demonstrated by finding shared objectives, highlighting
the mutual benefits of resolving the conflict, and working as a team to find a
solution that meets the needs of all involved.

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
 Whenever possible, Bounce Fitness owned or operated venues should be used.

 When conducting a conference, workshop, or meeting for internal or external
activities, regardless of who the attendees are, the organizer must ensure that the
event and its associated expenses.
 Comply with the scheduling requirements and their restrictions.
 Comply with the booking policy.
 Comply with general policies

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
 Inclusive preparation: Before the meeting, consider the diversity of participants and
adapt the agenda and materials to be accessible and understandable to all. Consider
the needs of people with disabilities, different communication styles and diverse
cultural backgrounds.
 Create a safe environment: Establish an atmosphere of respect and trust, where all
participants feel safe to express their ideas and opinions without fear of being judged
or ridiculed. Encourage active listening and demonstrate empathy for others'
perspectives.
 Fairness in participation: Ensure that all voices are heard and have the opportunity to
contribute. Avoid domination of the discussion by a few people and encourage more
introverted or underrepresented participants to actively participate.
 Use inclusive language: Use inclusive language and avoid terms or phrases that may
exclude or offend certain groups. Respect people's preferred names and pronouns
and avoid making assumptions about their identity or experience.
 Inclusive decision making: When making decisions, seek consensus and consider the
perspectives and needs of all participants. Avoid excluding or marginalizing minority
voices and ensure that decisions reflect the diversity of the organization.
 Follow-up and evaluation: After the meeting, evaluate how the meeting was
conducted in terms of inclusiveness and take steps to improve for future meetings.
Review progress on assigned tasks and ensure that everyone involved is included in
subsequent communications.

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?
The tone of communication should be empathetic, actively listening to the opinions of

team members and fostering an environment where everyone feels comfortable expressing
their views. The goal is to seek constructive collaboration and reach consensus, rather than
creating unnecessary conflict or tension.
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?
The tone should be professional and focused on the clarity and relevance of the ideas
presented. The Marketing Manager should convey confidence in the proposals and highlight
how they will contribute to the achievement of the company's objectives. Avoiding irrelevant
statements helps to keep the presentation concise and effective, focusing on the main points
and highlighting the benefits of the proposed ideas.

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 A person with a passive communication style tends

communication to avoid conflict and avoid expressing his or her own needs
or desires. Workplace example: An employee who does not
feel comfortable sharing his or her ideas in meetings and
prefers to remain silent, even when he or she has valuable
contributions to make.
b. Aggressive A person with an aggressive communication style

communication tends to impose his or her opinions and desires on others,
regardless of their views. Workplace example: A boss who
yells at and humiliates his employees in public when they
fail to meet his expectations, with no regard for their
dignity and emotional well-being
c. Passive-aggressive A person with a passive-aggressive communication

communication style shows an attitude of submission or apparent
compliance, but then acts indirectly or hostile. Workplace
example: A co-worker who criticizes colleagues from
behind and makes sarcastic or derisive comments, rather
than directly addressing problems or concerns.
d. Assertive A person with an assertive communication style
Communication expresses themselves clearly, respectfully and directly,
communicating their needs, opinions and boundaries
effectively. Workplace example: An employee who
expresses his or her ideas clearly and fearlessly during
meetings, respecting the opinions of others and seeking
constructive dialogue to solve problems.

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 also discuss about possible improvements they can implement for
future tasks.
i. What is the communication structure present in the situation?
The communication structure present is horizontal or peer-to-peer communication. All

Bounce Fitness fitness instructors meet in the meeting room to discuss client concerns and
provide solutions. In this structure, there is no formal hierarchy or designated leader, allowing
all team members to participate equally and contribute their ideas and suggestions.
Communication flows openly and collaboratively among trainers, which encourages
information sharing and collaborative problem solving.
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. She relays
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?
the communication structure present is a top-down, Stephanie, as the General Manager

of Bounce Fitness, receives the instruction and then relays it to the Department
Heads. These heads, in turn, relay the information to their respective team leaders,
who ultimately disseminate it to their team members. EIn this type of communication
structure, information flows from the top of the hierarchy to lower levels.
Communication is unidirectional and is based on authority and responsibility to pass
on information and directives. In this case, Stephanie acts as the primary
communication channel and department heads and team leaders are responsible for
relaying information to their subordinates.

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 ensures the protection of your electronic information through several
measures. These include:
 Installation of anti-virus software: The company installs anti-virus software on its
computers to protect electronic information from potential threats and malware.
 Encryption of electronic information: Bounce Fitness uses encryption techniques to
ensure that electronic information is protected and cannot be accessed by unauthorized
persons.
 Password Protection: Each piece of electronic information is password protected to
restrict access to authorized individuals only.
In addition, Bounce Fitness is committed to keeping electronic information accurate and up to
date, and archives superseded versions to ensure the availability of current information.
In the event of a security breach, the company makes every effort to contain the incident and
collaborates with relevant departments and individuals to resolve the problem in a timely and
efficient manner.
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 or assessments
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 prevent an imminent threat to an individual’s life, health or safety, or a significant
threat to public health or safety
c. Outline the steps followed by Bounce Fitness in the event of loss of personal information.
In the event of loss of personal information, we shall:

 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. Team Leader: The supervisor may designate a team member as the leader to chair
the meeting. This person may have specific experience or knowledge of the subject
matter and act as a facilitator of discussion and debate.
ii. Meeting Secretary: The supervisor may designate someone to take notes and
record key points discussed during the meeting. The meeting secretary is responsible for
keeping an accurate record of discussions, decisions made and actions assigned.

c. Outline the steps that you need to take if you are assigned as minute-taker for a meeting.
 Minute-takers must have a copy of the agenda prior to the meeting and must be briefed
prior to the meeting
 Motions and resolutions must be documented in verbatim by the minute-taker in a
formal meeting.
Important discussion points, decisions, and action items must be recorded by the
minute-taker. This must also include any special discussion points that chair deems
necessary.
d. Identifty the person assigned to head negotiations during meetings.
Minute-take is to be assigned by Centre Manager at least one (1) day before the meeting.
Minute-takers must have a copy of the agenda prior to the meeting and must be briefed prior to
the meeting.
e. Outline steps required when negotitating during a meeting
In the case that motions are to be discussed during the meeting, the Chair will head proceedings
for negotiations.
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.
▪ If majority vote yes, chair is to clarify resolution and discuss action points required to conduct
resolution
▪ If majority vote no or if votes arrive at a stalemate, chair is to either reopen floor for
negotiation or declare motion unresolved. Unresolved motions are to be discussed in a later
meeting
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, audio-visual 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.
▪ Establish and maintain eye contact with your audience
▪ Maintain positive body language during presentation such as using appropriate tone, and body
stance.
▪ Modulate voice to an appropriate volume so that all present can hear clearly
▪ Speak using an even pace

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.
1. 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 three parts:
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.

 Legislation relating 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 Form template 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 Plan
template 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 organisation expects after 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 your
representation 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 organisation expects after 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: Rafael Cortes
Workplace/ Bounce Fitness

Organisation:
IF presenting information
in a specific work area,
write NA or Nil.
Work Area NA
IF presenting information
in the whole
organisation, write NA or
Nil.
Information to be Communicated
plan to rebrand Bounce Fitness
Procedures for Communicating Workplace Information
Stakeholders: Clients, partners, employees, others.

Organizational policies and procedures for communicating this information:
 Communications Processes:
Setting daily reminders for meetings
▪ Send a meeting reminder to relevant members of staff through their Bounce Fitness Gmail
account
▪ Follow up with a Skype or Slack message if a reply is not received within 2 hours
Contacting staff members in the event of a delivery
▪ If no payment or proof of identity is required, reception staff is to accept the package and leave a
tagged Slack message in the team channel for the relevant staff member.
▪ If payment or proof of identity is required, reception staff is to contact relevant staff member
immediately through a tagged Slack message in the team channel. If no response is received
within 10 minutes, reception staff is to make an announcement on the PA system.
Contacting staff members in the event of missed phone calls
▪ If a staff member misses a phone call, reception staff is to send a private Skype message to the
relevant staff member. The message must include details of the caller, including:
o Name of caller
o Phone number caller can be reached
o Message, where applicable
The reception staff must use the Private Conversation setting on Skype when sending client
information to ensure that the message is securely sent and received
 Communication Policy
https://bouncefitness.precisiongroup.com.au/wp-content/uploads/2022/05/
communication-policy.pdf

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 Rafael Cortes

name:
Position: Manager
Workplace/Organisation: Bounce Fitness

IF presenting
information in a specific
work area, write NA or
Nil.
Work Area NA
IF presenting
information in the
whole organisation,
write NA or Nil.
Signature: BSBCMM511
Date: 12/05/2023

Delivery Plan
Prepared by Rafael Cortes
Workplace/Organisation Bounce Fitness

IF presenting
information in a
specific work area,
write NA or Nil.
Work Area NA
IF presenting
information in the
whole organisation,
write NA or Nil.
Purpose of The purpose of communication in Bounce Fitness rebranding

Communication project is to effectively inform and convey relevant information
about the rebranding to different target groups such as staff and
customers.
Objectives of a. The main objective is to provide clear and accurate

Communication information about the rebranding, including details about the new
logo, shirt design and any other relevant information. It seeks to
ensure that all recipients are informed and understand the
changes that are going to be made.
b. Communication should encourage the active participation
of staff and customers, encouraging them to feel part of the
change process and to accept the new brand. It seeks to create a
sense of belonging and motivation among employees, as well as a
positive connection with customers.
Desired Outcomes from a. One of the desired results is that Bounce Fitness employees
the Communication and customers understand the details of the rebranding, including
the new logo and T-shirt design, as well as the benefits associated
with the new company identity. In addition, it is sought that the
recipients accept and support the change, feeling an active part of
the process and committed to the success of the new brand.
b. Another desired outcome is that current and potential

Bounce Fitness customers feel attracted to the company's new
identity and identify with the long-term health and wellness
values and proposals that are promoted. It seeks to generate an
emotional connection with customers, fostering loyalty towards
the brand and increasing their satisfaction with the services and
programs offered.

POSITION ON THE PROPOSAL
a. As the manager of one of Bounce Fitness's centers, I am enthusiastic and supportive of

the company's rebranding project. I recognize the need to adapt and evolve in an ever-
changing competitive marketplace. The new logo and T-shirt design reflect our continued
dedication to providing long-term wellness programs and will help us attract new customers,
especially the younger and older 50s, who are key segments in the fitness market. I am
committed to effectively communicating the rebrand to my team and our clients, highlighting
the benefits and relevance of this update to our image and services.
CONTEXT OF COMMUNICATION
Information to be  The rebranding plan itself, which encompasses the

Communicated redesign of the logo and the design of the jersey.
 Organizational goals of the rebrand, such as cultivating
Bounce Fitness's image as a premier provider of long-term
wellness programs and increasing market penetration.
 The plan's target groups, which include Bounce Fitness staff
and customers, especially youth and those 50+.
Confidential Information The specific details of the new logo and jersey design, which
have not yet been revealed to the public, and customer data
Reason for Avoid the risk of the idea being copied by competitors: Keeping
Confidentiality the design secret until it is officially presented in preview to selected
staff and clients ensures that the competition does not have access to
information and cannot get ahead of the implementation of a similar
design. This allows Bounce Fitness to stand out and maintain its
competitive edge in the marketplace. In addition, by keeping it
confidential, the intellectual property of the company is protected
and the dilution of the brand is avoided before its official launch.
Organisational Policy for Managing Confidential Information
Name of the Policy Privacy and Confidentiality Policies and Procedures

Procedures for The procedures for handling confidential information are as

Managing Confidential follows:
Information
 Collection and Use of Personal Information
 Disclosure of Personal Information
 Referral Letters to Health Professionals
 Consent Form
 Security of Personal Information
 Access To Personal Information
You must visit the following link to know this information in detail
https://bouncefitness.precisiongroup.com.au/wp-content/uploads/
2021/11/privacy-and-confidentiality-policiesandprocedures-v1.2.pdf

Legal Responsibilities to Maintain Confidential Information
Title of Legal Document Privacy and Confidentiality Policies and Procedures -Security of
Personal Information
Legal Responsibilities in a. all our electronic systems that hold personal information
Maintaining Confidential have up to date security protection systems and are reviewed
Information regularly and tested to ensure they are efficient and able to
meet any potential interference that might occur. These systems
are stored in a computer room inside the organization
b. We will also train all employees with access to

personal information of members and other staff regarding
their obligations relevant to the confidentiality of said information
Ethical Responsibilities to Maintain Confidential Information
Title of Ethical Access To Personal Information

Document
Legal Responsibilities in a. We will take the appropriate steps to make sure that we
Maintaining Confidential have access to personal information within a particular period,
Information based on the provisions stated in the APPs.
b. We provide written reasons for denying or denying access

to personal information. This correspondence shall contain
information about the mechanisms for filing a complaint.

TARGET STAKEHOLDERS
Target Groups Relevance to Information
a. Bounce Fitness Employees are a key stakeholder as they are the

Employees ambassadors of the brand and play a critical role in the
implementation of the rebrand. Information relevant to them
would include details about the new logo and jersey design, as
well as the purpose and objectives of the rebranding. It's
important to let them know how this will impact their day-to-day
work and how they can help cultivate Bounce Fitness's image as
a provider of long-term wellness programs.
b. Bounce Fitness Customers are another important stakeholder, as they are

Customers the company's target audience and are expected to benefit from
the rebranding. Information relevant to them would include the
new logo and t-shirt design, as well as explaining how this will
enhance their Bounce Fitness experience and any additional
benefits they could gain..
Information Needs of the Stakeholders
Information Needs of the  Details about the new logo and design of the shirt.
Stakeholder Groups  Objectives and purpose of the rebranding.
 Impact on daily operations and employee job
responsibilities.
 Training or development opportunities related to the new
brand.
 How employees can help build Bounce Fitness's image as a
provider of long-term wellness programs.
 Information about the new logo and design of the shirt.

 Benefits and improvements to be expected with the brand
change.
 How the rebranding will affect your experiences and services
offered by Bounce Fitness.
 Opportunities to participate in events or promotions related
to the rebranding.
 Ways to provide feedback or suggestions about the new
brand approach.
Requirements of the Stakeholders
Requirements of the  Access to clear and complete information about the

Stakeholders change of brand.
 Understanding of how the rebranding will affect their job

roles and responsibilities.

 Training or development opportunities related to the
new brand.
 Active participation in the implementation of the brand
change.
 Open and transparent communication to address any
concerns or questions.
 Clear and accurate information about the rebranding
and how it will affect them.
 Guarantee that the services and programs offered by
Bounce Fitness will be maintained or improved with the
change of brand.
 Opportunities to provide feedback and suggestions on
the new brand approach.
 Access to communication channels to resolve doubts or
concerns related to the change of brand.
 Guarantee that your privacy and confidentiality will be
protected during the rebranding process.
Outcomes Desired by the Stakeholders
Outcomes Desired by the  Understand and align with the organization's new brand
Stakeholders identity.
 Feel motivated and committed to the brand change.
 See opportunities for growth and professional
development related to the new brand.
 Feeling valued and recognized as part of the team that
drives the change.
 Enjoy a positive and collaborative work environment
during the implementation of the rebranding.
 Feeling that the new brand better reflects and meets
their needs and expectations.
 Experience an improvement in the quality of the services
and programs offered.
 Feel identified and emotionally connected with the new
brand.
 Perceive added value in your relationship with Bounce
Fitness through the rebrand.
 Feeling part of a community or exclusive group
associated with the new brand.

Potential Issues and Problems
Issues
a. Resistance to change: Some employees and customers may show resistance to

rebranding due to familiarity and attachment to the previous brand. They may have difficulty
adjusting to the new identity and feel uncertain about how it will affect the quality of services.
b. Lack of effective communication: If the communication about the rebranding is not

managed properly, there can be confusion, misunderstanding or lack of clear information. This
can lead to rumours, speculation, and mistrust among employees and customers.
Problems
a. Copying by competitors: The confidentiality of information related to the rebranding is

crucial to prevent the idea from being copied by competitors. If confidential information is
leaked or shared inappropriately, it could compromise Bounce Fitness's competitive
advantage and lead to imitations by other gyms.
b. Negative perception of the new brand: There is a possibility that the new brand will not
be well received by customers. It may not meet your expectations or generate the same
emotional connection as the previous brand. This could result in decreased customer
satisfaction and lost potential customers.
Forums to Present Information
Forums
a. Staff Meetings: Staff meetings are an important forum for communicating information
to the organization's employees. At these meetings, a detailed presentation on the rebranding
can be provided, including the goals, proposed design, and implementation strategy. In
addition, this space can be used to answer questions and address concerns of employees.
b. Social Media Postings and Website: social media and the Bounce Fitness website are
ideal platforms for sharing information about the rebrand. Messages, images, and videos can
be posted introducing the new logo and jersey design, as well as explanations of the reasons
behind the change and the benefits to customers. These posts can generate anticipation and
excitement among the online community.
Selected Forum

Communication and Presentation Styles
Communication and Presentation Style
Tone The tone of communication should be professional, clear

and positive. We need to convey confidence and enthusiasm
about the rebrand and the associated benefits. It is important to
maintain an open and receptive tone, encouraging participation
and feedback from the audience. In addition, the tone should be
appropriate to the Bounce Fitness organizational culture and
reflect the company's values and image.
Structure The communication structure must be organized and

logical, following a coherent flow of information. In the
introduction, we can state the purpose of the communication
and provide an overview of the rebranding. In the body, specific
details such as objectives, proposed design, and timelines can be
presented. Finally, in the conclusion, we can summarize the key
points and reinforce the benefits of the rebrand.
Style The communication style must be clear, concise and

adapted to the audience. It is important to use accessible
language and avoid using unnecessary jargon or technical terms.
A narrative or descriptive style can be used to convey the story
and vision behind the rebrand. Additionally, the visual style can
be effective by incorporating graphic and visual elements to
highlight the key aspects of the rebranding.
Positions Based on Objectives of Communication
Positions Supporting Arguments
a. Position based on the objective of The goal of this position is to

informing and generating interest communicate the details of the Bounce Fitness
rebrand clearly and persuasively, highlighting
the benefits to the organization and its
stakeholders. Emphasis should be placed on
how the new logo and t-shirt design will help
cultivate Bounce Fitness's image as a premier
provider of long-term wellness programs and
increase its market penetration. The position
must convey confidence in the plan and
demonstrate how the rebrand will contribute to
the growth and success of the company.

b. Position based on the objective of Since the information regarding the

maintaining confidentiality Bounce Fitness rebrand is confidential currently,
it is important to have a position that highlights
the need to maintain confidentiality. It should
be emphasized that only selected Bounce
Fitness staff and customers invited to the
preview have access to the information. The
position should highlight the risks of the idea
being copied by competitors and the
importance of protecting the company's
competitive advantage.

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
Learner Name:
Name of Workplace/
Organisation:
Task Title
Refer to task title.
Date of Observation:
Did the learner demonstrate the following

during the meeting with supervisor/relevant Yes No Comments
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
 Ask questions to the person to clarify

what was said
 Avoid interruption of the speaker
2. Use active questioning to seek information and confirm understanding of the information to
be communicated
 Use funnel questions to get into the

details of the information
 Avoid leading questions, and/or yes

and no 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 the information to be
communicated
 Recognise and consider the

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

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

organisation
OVERALL FEEDBACK TO LEARNER

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.
The types 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
 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
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
possible)

Meeting Minutes
Date: 10/01/2023 Time: 13:00pm Location: Sidney
Purpose of the communicate key approaches are linked to business objectives:

meeting
Facilitator Rafale Cortes
Notetaker Lida Martinez
Attendees  Young customer

 Major Customer
Please sign beside
 Fitness coach
your name after the
meeting.  Employees
Agenda Item 1 Discussion of Information to be Communicated
The Bounce Fitness rebranding project proposed by the

CEO will be presented
Discussion
Business positions regarding the Bounce Fitness rebranding were presented, what changes
should be made for the rebranding and areas of common interest and potential engagement
were discussed.

Agenda Item 2 Areas of Common Ground
areas of common interest with respect to the

aforementioned information
Discussion
Brand Identity: Both Bounce Fitness clients and fitness staff have a common interest in
maintaining the organization's brand identity. Both groups are concerned with how the
rebranding may affect the perception of the organization in the target market. They want to
ensure that the new brand image continues to properly represent Bounce Fitness's values and
reputation.
T-shirt Design: Both clients and fitness staff at Bounce Fitness have a common interest in T-shirt
design. Both groups want design options available to suit the preferences and needs of different
market segments. They want the redesigned jerseys to be attractive, comfortable, and
representative of the brand's new image, but they also want variety in terms of styles and
sleeves to meet individual customer preferences.
Agenda Item 3 Areas of Potential Compromise
areas of potential compromise regarding decisions about

the information being communicated
Discussion
Adaptation of the design for different age groups: There is a possible compromise in terms of the
design of the jersey and how it should adapt to the preferences of different age groups. While
the younger customer is pleased with the new T-shirt design, the older customer feels it needs to
be revised slightly to accommodate older people's preferences. Here, there might be an
opportunity to compromise in terms of making subtle adjustments to the design to meet the
needs and preferences of both younger and older customers.
Communication of Revised Logo Design Updates: There is a potential compromise as to how and
when updates to the revised logo design will be communicated. The former customer expresses
an interest in knowing how he can get updates on the revised design. Here, a compromise could
be reached by establishing clear and regular communication with clients, providing them with
updates on design progress and delivery dates. Consideration might also be given to allowing
registered customers to receive updates via email or through a specific Bounce Fitness online
platform.

Agenda Item 4 Summary of Discussion
In conclusion, the following can be said
Discussion
The discussion focused on the importance of considering the preferences of different age groups
in the design of the shirt and establishing effective communication with customers to keep them
informed about the progress of the revised design and the following points were concluded:
 Both think the new logo image does not accurately represent the brand.
 They both like the design of the jersey and agree with the target market representatives
on the sleeve options.
 Both propose to have winter jackets also for the clothing line for interested customers in
the future.
 Both suggest the design that will be applied to the interior of the facilities, as well as the
consistency of your brand.
 One of you asks when you can share the information discussed at the meeting.
 Both ask for the presentation date of the new design of the shirt.

 Review and discuss with the learner the task instructions, and skill requirements which
 Ensure that the learner understands the requirements of the task and the skill
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:
 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.

undertake the task.
observation.
commencing.

Observation Form
Learner Name:
Name of Workplace/
Organisation:
Task Title

during the meeting with the target Yes No Comments
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

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 template provided 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
Learner Name: Rafale Cortes
Workplace/Organisation: Bounce Fitness
Date 21/01/2023
ASPECTS/AREAS OF THE PRESENTATION
Aspects/Areas That Went Well Aspects/Areas That Did Not Go Well
a. Identification of common interests: a. During the discussion, it was possible

During the meeting, it was possible to to identify that customers have concerns
identify areas of common interest among about how the rebranding could affect the
the different stakeholder groups, such as identity of the organization. It is important
the acceptance of the jersey design and the that communication is focused on
need for sleeve options to suit the addressing these concerns and managing
preferences of the target market. This customer expectations clearly and
ability to find common ground helped effectively. This involves providing
foster constructive discussion and establish additional information about the goals of
a solid foundation for decision-making. the rebrand, the long-term vision of the
organization, and how they will align with
customer values and needs.
b. Exploration of Creative Solutions: b. Internal Communication: During the

During the discussion, interesting and presentation, Bounce Fitness staff
creative ideas were proposed, such as the expressed their dissatisfaction with the new
inclusion of winter jackets in the clothing logo design, noting that it does not
line and the application of the design in the accurately represent the brand. To address
interior of the facilities to maintain the this concern, it is essential to improve
consistency of the brand. These proposals internal communication within the
demonstrate an open mind to seek organization. This means involving staff in
innovative solutions and improve the the decision-making process and listening
customer experience. The fact that both to their comments and suggestions.
parties were willing to consider and discuss
these ideas shows a collaborative and
receptive attitude towards continuous
improvement.

AREAS OF IMPROVEMENT
a. Brand Communication: During discussion, it was identified that the new logo image
may not accurately represent the Bounce Fitness brand. It is important to address this
concern and ensure that the logo adequately conveys the company's values and identity.
Adjustments or revisions may be made to the logo design to more effectively reflect the
desired image.
b. Staff Involvement: During the meeting, it was mentioned that one of the staff asked
when they could share the information discussed in the meeting. This indicates that there
may be an area for improvement in terms of internal communication and staff involvement in
the rebranding process. It is important to actively involve staff in decision-making and keep
them informed about key brand-related developments and decisions. This will help build a
sense of ownership and commitment among employees and facilitate a successful
implementation of the rebrand.

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 3.1 Prepare 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 participate in 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 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 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 stakeholder per 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 each information
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 Pack Produced 14 March 2020 117
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 the stakeholders 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-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.
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 1 Minutes
Date: 25/01/2023 Time: 14:00 Location: Sidney
Purpose of the meeting discuss the organization's key focus for the upcoming
quarter
Facilitator Rafale Cortes
Notetaker Diana Uribe
Attendees Board of Directors

Please sign beside your name
after the meeting.
Agenda Item 1 Purpose and Objective of the Meeting
The purpose of the meeting is to review and discuss

Bounce Fitness's business objectives, as well as key performance
Discussion
indicators, to assess the company's progress and take action to
achieve the desired results.
Performance Indicators
The Business Objectives of Bounce Fitness set out what the business is trying to achieve:
 Generate a 10% increase in sales through boosting gym membership sales leads by the
end of the fiscal year
 Increase market penetration by 15% through utilisation of marketing strategies every
quarter
 Decrease customer acquisition costs by 4% every two quarters through the
implementation of the USP strategy
 Keep employees professionally relevant by facilitating annual training sessions
 Resolve all customer complaints submitted via all channels within 48 hours of filing
 Provide a diverse range of exercises to clients via weekly fitness classes
 Increase client attendance rate by 20% via advertising campaigns every quarter
 Continue to cultivate the image as a premier long-term wellness program provider
Agenda Item 2 Issue to be Resolved
These are some of the issues that may require attention

and resolution at Bounce Fitness in order to achieve stated
Discussion
business objectives.

 Improve gym membership sales opportunities: Effective strategies need to be developed

to increase sales and achieve a 10% increase by the end of the fiscal year.
 Increase market penetration: It is necessary to use marketing strategies to increase

market share by 15% in each quarter.
 Reduce Customer Acquisition Costs: Implementation of IP strategy (possibly IP strategy) is

required to decrease customer acquisition costs by 4% every two quarters.
 Maintain the professional relevance of employees: Annual training sessions should be

facilitated to ensure that employees stay current and continue to provide quality service.
 Resolve customer complaints in a timely manner: It is important to address all customer

complaints through all channels within 48 hours of their submission to ensure customer
satisfaction.
 Offer a wide range of exercises to clients: A weekly schedule of fitness classes should be
maintained that provides varied options to clients, ensuring that their needs and
preferences are met.
 Increase customer attendance rate: Advertising campaigns are required every quarter to
increase customer attendance rate by 20% and encourage regular participation in gym
activities.
 Cultivating the image as a leading provider of long-term wellness programs: It is important

to continue to strengthen the reputation and position of Bounce Fitness as a leader in the
industry of long-term wellness programs.
Agenda Item 3 Consensus on Meeting Objectives
It is important to highlight that consensus not only implies

the evaluation of the fulfillment of the objectives, but also the
active participation of all the parties involved in the discussion
Discussion
and decision-making, guaranteeing that there is a common
agreement on the measures to be taken to achieve the results.
desired.
a. By monitoring sales growth, market penetration, customer acquisition costs,

customer complaint resolution, attendance rate, and primary vendor image, it can be
determined if goals are being met.

b. Carry out periodic reviews of performance indicators and analyse whether the
expected results are being achieved. Based on the data collected, team members,
including managers and employees, can jointly discuss and assess progress toward goals
and make consensus decisions on corrective actions or definitions needed to achieve
them.

Agenda Item 4 Summary of Outcomes
Based on the information provided, Bounce Fitness has

achieved several positive results in its business. Some of these
Discussion
results are:
 Sales Growth: Bounce Fitness has set a goal of generating a 10% increase in sales by
increasing leads from gym memberships. This indicates that the business has experienced
growth in sales, which is a desired result.
 Market penetration: Another objective of Bounce Fitness is to increase market
penetration by 15% through marketing strategies. This suggests that the company has
managed to reach a larger number of potential customers and expand its presence in the
market.
 Reduced Customer Acquisition Costs: Bounce Fitness has set out to decrease customer
acquisition costs by 4% every two quarters by implementing the IP strategy. This indicates
that the company has managed to streamline its customer acquisition processes, which
can result in significant savings.
 Customer Support: Bounce Fitness is committed to resolving all customer complaints
submitted through all channels within 48 hours of being filed. This result demonstrates
that the company cares about customer satisfaction and strives to address any issues in a
timely manner.
 Increase in customer support rate: The company has set a goal of increasing the customer
support rate by 20% through advertising campaigns every quarter. This result indicates
that Bounce Fitness has managed to attract more customers and encourage their active
participation in the classes and programs offered.
 These are just a few examples of the positive results Bounce Fitness has achieved in
relation to its business goals. It is important to note that these results can vary and evolve
over time, and that ongoing monitoring and evaluation is necessary to ensure long-term
success.
Meeting 2 Minutes
Date: 26/01/2023 Time: 14:00 Location: Sidney
Purpose of the discuss the proposal to open a Bounce Fitness Healthy Café
meeting
Facilitator Rafale Cortes Fitness Instructor and Marketing Employee

Notetaker Diana Uribe
Attendees the learner

Please sign beside
your name after the
meeting.
Agenda Item 1 Purpose and Objective of the Meeting
discuss the proposal to open a Bounce Fitness Healthy

Café
Discussion
 The objective of the meeting is to analyze and discuss the different points of view on the
opening of the healthy cafe, including aspects such as customer opinion, ideas for the
menu and design, as well as the need for consultations and market studies. before making
a final decision.
Agenda Item 2 Issue to be Resolved
Issue to be resolved in the meeting:
Discussion
 The problem to be resolved at this meeting is the discussion and consideration of the
proposal to open a Bounce Fitness Healthy Café. There are conflicting opinions among
clients and staff on the necessity and feasibility of this initiative.
Agenda Item 3 Consensus on Meeting Objectives

Consensus on Meeting Objectives
Discussion
c. Consult customers and relevant staff: There was an underlying consensus in the
meeting that before executing the healthy cafe proposition, it is necessary to gather
feedback from customers and relevant Bounce Fitness staff. This involves conducting
consultations and surveys, as well as involving team members in decision making.
d. Focus on the healthy aspects: There was also agreement that the main focus of
healthy coffee should be on promoting healthy food and drink options. The fitness
instructor highlighted the importance of focusing on healthy eating and nutrition to
engage customers and complement Bounce Fitness' wellness goals.

Agenda Item 4 Summary of Outcomes
Summary of Outcomes
Discussion
 Meeting Summary: During the meeting, the proposal to open a Bounce Fitness Healthy
Cafe was discussed and different perspectives and opinions were explored. While there
were mixed opinions among customers and staff, a consensus was reached on the need to
consult customers and relevant staff, as well as conduct market research before making a
final decision. It was also agreed that the focus of healthy coffee should be on promoting
healthy and nutritional options.

 Review and discuss with the learner the task instructions, and skill requirements which
 Ensure that the learner understands the requirements of the task and the skill
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:
 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 conducted on 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.

undertake the task.
observation.
commencing.

Observation Form
Learner Name:
Name of Workplace/
Organisation:
Task Title

during the meeting with the relevant Yes No Comments
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



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

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 ü
The learner has completed the Practical Assessments in this workbook and has ü
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
Two Evidence of Enquiry
Two Meeting Invite
Task 3.2 Undertake the Meetings
Two Meeting Minutes
Two Email 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 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/
Supervisor/ Role in the Contact Date of Observer verifies
Observer Name Assessment Details Contact the learner’s
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


End of Document


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Learner Assessment Pack

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BSBCMM511 - Communicate with influence (Release 1)

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electronic or mechanical, including free from error or omissions. However, you

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Version Control & Document History

Date Summary of modifications Version

Version 1 final produced following assessment

Version 1.1 produced following minor

Version 1.2 fixed broken link in Case Study

BSBCMM511 - Communicate with influence (Release 1)

BSBCMM511 - Communicate with influence (Release 1)

Learner Assessment Pack

BSBCMM511 - Communicate with influence (Release 1)

Each Learner Assessment Pack is made up of four parts:

BSBCMM511 - Communicate with influence (Release 1)

BSBCMM511 - Communicate with influence (Release 1)

Steps for Learners

BSBCMM511 - Communicate with influence (Release 1)

BSBCMM511 - Communicate with influence (Release 1)

Resources Required for Assessment

 Policies and procedures relevant to the following:

BSBCMM511 - Communicate with influence (Release 1)

 One relevant personnel who will be authorising you to present

o Target Market representatives

o Bounce Fitness centre managers

o Bounce Fitness staff

 Video camera or a mobile phone with video recording capabilities

BSBCMM511 - Communicate with influence (Release 1)

Accessing Intranet Pages and External Links

BSBCMM511 - Communicate with influence (Release 1)

Have you signed off ü

Other (please describe) ¨

Assessment Pathway (for Practical Assessment)

Learner’s Organisation (Pre-assessment meeting conducted) ¨

Simulated Workplace Environment (Contextualised by RTO) ¨

BSBCMM511 - Communicate with influence (Release 1)

Workplace documentation and resources relevant to performance evidence ¨

Organisation information, including organisational structure, goals, ¨

Learner’s signature Date

Assessor’s signature Date

End of Assessment Agreement

BSBCMM511 - Communicate with influence (Release 1)

Learner Assessment Pack

BSBCMM511 - Communicate with influence (Release 1)

Contextualisation of Assessments by RTOs

BSBCMM511 - Communicate with influence (Release 1)

Short Answer Questions

a. Complete the table by identifying the following:

If you’re not currently in a workplace/organisation, refer to Bounce Fitness as your organisation.

BSBCMM511 - Communicate with influence (Release 1)

Name of your Bounce Fitness

Industry to which the Premier provider of fitness and wellness in Australia

Media Organisations Relevance to your Workplace/Organisation

i. Traditional Media organizations can help promote the brand

ii. Digital media Branding and workplace promotion: Digital media

Government Organisations Relevance to your Workplace/Organisation

i. Australian Australian Competition and Consumer Commission