BSBXCM501

Lead communication in the workplace_v3.3

Assessment Task 2 – Performance and Skills

Task summary
This assessment task requires you to lead communica on in the workplace within any industry.
Required
• Access to textbooks/other learning materials.
• Access to a computer and Microso O ce.
• Access to the internet.
Note: If you do not have access to Microso O ce, you must save your work as PDF before
uploading.
Timing
The due date of this assessment is available on your learning management system.
Submit
• This completed workbook.
Assessment requirements
• All ques ons must be answered correctly for you to be assessed as having completed
the task sa sfactorily.
• All ques ons must comply with our ihBC plagiarism and AI policy, where all sources of
informa on are a ributed correctly.
Re-submission opportuni es
• You will be provided feedback on your performance by the Assessor. The feedback will
indicate if you have sa sfactorily addressed the requirements of each part of this task.
• If any parts of the task are not sa sfactorily completed, the assessor will explain why,
and provide you wri en feedback along with guidance on what you must undertake to
demonstrate sa sfactory performance. Re-assessment a empt(s) will be arranged at a
later me and date.
• You have the right to appeal the outcome of assessment decisions if you feel that you
have been dealt with unfairly or have other appropriate grounds for an appeal.
• You are encouraged to consult with the assessor prior to a emp ng this task if you do
not understand any part of this task or if you have any learning issues or needs that may
hinder you when a emp ng any part of the assessment.

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 Assessment Cover Sheet

Student name: HALIL DEMIRKOL

Student ID
R58824
ANDREAS MITSIKAS
Trainer’s Name:

01.06.2024
Date Submi ed:

Student declara on: I declare that:

• I have read and understood all the informa on provided in
rela on to the assessment requirements to complete this unit, the
instruc ons and the purpose and processes of undertaking this
assessment task
• This assessment is my own work and where other’s works or ideas
have been used, I have appropriately referenced or acknowledged
them
• I understand that plagiarism is a serious o ence that may lead to
disciplinary ac on.
Student signature: HALILDEMIRKOL

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 Assessment Task 2 – Performance and Skills
Preamble
This assessment is divided into four (4) parts:
Part A: Establish communica on protocols
Part B: Coordinate e ec ve communica on
Part C: Present and nego ate persuasively
Part D: Review communica on prac ces

For this assessment, you are required to be a team leader and iden fy communica ons needs
and devise communica on/s protocols for your team. You also need to ensure the protocols
meet the requirements of your organisa on and stakeholders.

There is a case study, scenarios, and organisa onal documents to help you with your task. There
is also a role play in Part B. Read the case study and related workplace policies, and informa on
before commencing the assessment ques ons.

Case study: Coles Group

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 Coles Supermarkets Australia Pty Ltd, trading as Coles, is an Australian supermarket, retail and
consumer services chain, headquartered in Melbourne as part of the Coles Group. They are a
leading retailer with over 2500 retail outlets. As a major retailer they have a large opera onal
leadership cohort, with Coles targe ng and suppor ng this group in learning and development
policy of training and support. They describe it as achieving leadership aspira ons through
opera onal leadership talent pathways.

Their Learning and development webpage explains:

Learning and Development at Coles Group (colescareers.com.au)
The policy supports leaders to manage their personal and professional development using a
combina on of formal and informal learning including hands-on coaching, online ac vi es,
workshops, and on-job tasks. With the support of workplace policies and procedures such as:
• Code of conduct
• Diversity and inclusion policies
• Sustainability and community policies
The leaders are also encouraged to apply these leadership skills in the workplace. The overall
strategy leaders should observe is:

Part A: Establish communica on protocols

Read the case study and related scenario as well as several related policies then complete the
following tasks.

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 Scenario: Team grocery sec on in Brunswick
You are the team leader for the Grocery Department in Coles in Brunswick. It is part of your
role to develop plans and protocols for managing your team. Your team consists of ten (10)
workers: four (4) permanent sta , four (4) part- me sta and two (2) casuals. Refer to the Coles
Code of Conduct and other organisa onal policies to help you to create these plans (these les
are located in Addi onal Resources).

1.Describe how you need to communicate with the following people, according to policy and to
good prac ce. Include at least two (2) di erent methods you can use to e ec vely communicate
with these groups of people and two (2) typical topics you would communicate about:

AUDIENCE Communication Typical Topics

Methods
Customers statements and signs Promotions and
posted inside stores; discounts; the
Social media platforms introduction of new
products and
suggestions
The team Team meetings (virtual Updates on project
or face to face) Email deadlines and
communication objectives; Policies and
procedures of the
company
Suppliers Supplier portals or Order status and
online platforms; delivery schedules;
Quarterly business Quality standards and
review meetings product specifications
Management Weekly or monthly Financial performance
reports; One-on-one and sales metrics;
meetings with Strategic initiatives and
department heads long-term goals

2. Develop an Ac on Plan to establish communica on protocols and coordinate e ec ve

communica on for the following situa ons.
Use the template provided below.

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 Ac on Plan
Scenario Informa on Communica on Materials How to
need protocol needed implement the
communica on
protocol?
Filing for 2 days Reason for lling the Leave Forms
leave leave request
the leave and form request submitted to
Dates Form and supervisor
Contact for approval
details

Roster changes Reason for Email Email Explained at

the change, con rmati System employee
updated on to induction
team Authorisati
process.
Employee members on form
reassigned and Managers
to shift departme ensure
times nt employees
managers receipt of
Update changes
Roster

WHS toolbox Safety Meeting Employees

mee ngs WHS notice room / or encouraged
policies and boards online to report
procedures before platform hazards and
Hazard the date injuries
reports Safety promptly.
Workplace meetings
injury
reports
Injury
reports
Customer Response Feedback to follow up
feedback or Response Complains
complaints Form
to
complaints

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 Injury at work Immediate Details of Incident HR
report to the incident reports coordinates
the team forms, with
support emergency relevant
contact authorities
information such as
insurance
and follow
on
employee
well-being
Team con ict the reason Open Meeting Involved
behind
dialogue or room, parties
further mediator encouraged
support if its to express
needed concerns
clearly ,
under the
condition of
respective
communicat
ion

3. Write an instruc onal email your team describing:

a) how to correctly complete their leave forms
b) how to complete a WHS injury at work template (templates available in the addi onal
resources).
c) Add a completed example of each of these two (2) templates to your assessment.

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 To: matias@coles.com.au ; duvan@coles.com.au
Cc: hr-brunswick@coles.com.au

Subject:
Instructions for Completing Leave Forms and WHS
Injury at Work Template
Hello Team,

I hope this email nds you well.

I would like to give some precise advice on how to ll out two crucial forms: the WHS (Work
Health and Safety) injury at work template and the leave form.
Please adhere to each of the following instructions:

Form for Leaving:

1. Correctly ll out all required elds, such as your name, employee ID, department, and
contact details.
2. Indicate the kind of leave you're asking for (such as sick leave, annual leave, etc.) as well as
the dates of your absence.
3. Include any pertinent information or supporting documents, if any, with your request for a
leave of absence.
4. Before submitting the form, get your manager or direct supervisor's clearance.
5. Make sure the form is sent to the HR division by the deadline.

WHS Injury at Work Template:

1. Start by recording the speci cs of the injury, such as the incident's date, time, and place.
2. Explain the type of injury and any risks or contributing factors that may have occurred.
3. Describe any medical care that was necessary or received as a result of the accident.
4. List any witnesses to the incident along with their names and contact details.
5. Fill out the form entirely, making sure to ll out each section precisely and legibly.
6. As soon as possible following the occurrence, turn in the completed form to the assigned
WHS of cer or supervisor.
For your information, I've included templates for the WHS injury at work and the leave form.
Please carefully go over these examples to ensure that you ll out each form correctly.
If you have any questions or need further assistance, please don't hesitate to reach
out to me or the HR department.

Thank you for your attention to this matter.

Best regards,
Halil Demirkol

Part B: Coordinate e ec ve communica on

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 Read the scenario below and complete the following task including a role play.

Scenario 1: Con ict and customer complaints

During the pandemic Coles experienced a rise in abuse from customers towards your sta (see
ar cle ‘Chronic sta shortages 2am starts and extreme anxiety’ (located in Addi onal
Resources) for further informa on. Also, you and the team experienced sta shortages caused
by sta being unwell or unvaccinated and as a result the team cohesion and communica on
remained a problem.
Last week there was an incident between a customer and a sta member about a lack of toilet
paper. Your sta member was abused because the delivery had not yet been stacked on the
shelf because one team member, who has not been vaccinated against COVID-19 or the u,
was o sick, resul ng in sta shortages and customer complaints. Some of the team is
becoming angry towards that person for le ng the team down.
As leader, you have decided to address these issues with the team in a team mee ng to
iden fy and address the two cri cal communica ons problems.
To assist you with this task look at appendix links on Comcare psychosocial hazards.

1. Conduct a role play in which you run a team mee ng to deal with the two cri cal
communica ons issues in the scenario above. The team mee ng should be about ve to ten
(5-10) minutes in length involving at least two (2) other par cipants playing the part of team
members. In the team mee ng you need to lead the team in a discussion addressing:
• Iden fy and discuss the two (2) communica on challenges and issues in this scenario
• Discuss and evaluate challenges in rela on to workplace policies and procedures that
guide these issues
• Lead a discussion on iden fying and addressing team problems and team bonding
• Role model and coach the team in respec ul communica ons
• Nego ate outcomes with the team, including designing communica on protocols that
align with best prac ce policies and procedures.
To prepare for this role play ask two (2) of your classmates to undertake the role of team
members in Coles Grocery Department and prepare them for answering ques ons and discussing
the topic. It is recommended that you use your classmates from your workshop as they know and
understand the topic material. However, you may use friends or family if you prefer.
However, you need to read the Important Notes following to complete this task successfully. The
resources that will help you with this role play, such as the Code of Conduct are in Addi onal
Resources. However, you should also look at the Coles website for more informa on about
company values and ac vi es.

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 IMPORTANT NOTES:
This part of the assessment includes a role play of team mee ng. Please follow the instruc ons
below:
Students taking face to face classes:
• You can do the role play face-to face during class hours. You will be required to arrange
fellow students to do the role play with you however they must be briefed on their role
and prepared to ask you ques ons and provide you with feedback. Please see further
instruc ons in the assessment on the number of par cipants required for the role play.
• Your trainer will complete a Role Play Observa on Criteria as evidence of your
par cipa on in the role play (this will either be completed in hard copy by your trainer
and handed to you in which you will be to photograph it and upload it OR it will be
completely electronically by your trainer who will upload it as part of your assessment
record).
Students taking online classes:
• You must arrange par cipants to do the role play with you (par cipants can include
fellow students, friends, family members, or work colleagues however they must be
briefed on their role and prepared to ask you ques ons and provide you with feedback.
Please see further instruc ons in the assessment on the number of par cipants
required and the length for the role play.
• You must also video record the role play using your phone and upload it to learning
management system. You can also do the task using an online pla orm such as
WhatsApp or Zoom and record the session.
• Your trainer will complete a Role Play Observa on Criteria as evidence of your
par cipa on in the role play (this will be completely electronically by your trainer who
will upload it as part of your assessment record).
Uploading your video onto Learning Management System:
• Please see addi onal instruc ons uploaded together with Assessment Task 2 on how to
submit your recording onto the learning management system.

Role play observa on criteria

Note: Please refer to the following observa on criteria for the role play explaining the learning
expecta ons that your trainer/assessor will use to determine your grading as Sa sfactory (S) or
Not Yet Sa sfactory (NYS):

i. Directs others to communicate according to organisa onal requirements and goals

ii. Explains complex informa on to posi vely in uence others
iii. Mo vates others to communicate respec ully, considering the needs of all, including
those from diverse backgrounds
iv. Addresses any communica on challenges to remove barriers to understanding
v. Uses a variety of communica on styles relevant to varying audiences

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 i.

ii. Presents informa on in a persuasive and professional manner

vii. Evaluates di erences in perspec ve and cri cally examine outcomes
viii. Nego ates towards a nal outcome with a focus on key outcomes

2. Summarise the discussion points from your mee ng with the team on ini a ves and
improvements to communica ons.
Include:
a. How any communica on is not mee ng the organisa onal policy in diversity, respect and
safety.
b. Summaries of discussion points including ideas on team bonding, solving absenteeism
problems and addressing customer complaints

Answer:
a er a careful considera on, the team agreed on to support workers who were caught by Covid
with some incen ve bonus. therefore, nancial issues can be prevented by their side. in
addi on, it was agreed that clear communica on techniques will be applied inside the team, in
order to prevent inappropriate condi ons.
last but not least, the importance of the ethic behaviour will be promoted on workplaces more.
the main idea 'rude manners against workers will not be tolerated' will be underpinned.

Part C: Present and nego ate persuasively

Scenario 2: Taking team sugges ons to management

It is a week a er your team mee ng and your senior manager has become aware of the
con ict in your team and problems with customer aggression. She has asked you to prepare
and deliver a report.

1. Create a presenta on for management to discuss the issues from the con ict scenario and
present your teams solu ons. For this task, prepare a set of PowerPoint slides that include:
a. A summary of the issues facing the team
b. A descrip on of how the team was not mee ng the policy guidelines
c. A descrip on of how you are mentoring the team towards improving
communica on with customers and team members
d. A summary of the nego ated outcomes and ac on plan for addressing the cri cal
communica on issues
During the role play, your par cipants will need to:
i. Ask ques ons and give you feedback on your presenta on skills.

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 ii. Nego ate with you towards a nal outcome
iii. Complete a feedback form on your presenta on, which you need to include in
your assessment submission.
To prepare for this role play ask two (2) of your classmates to undertake the role of management
and prepare them for answering ques ons and discussing the topic. It is highly recommended
that you use your classmates from your workshop as they know and understand the topic
material. However, you may use friends or family if you prefer.

Read the Important Notes following to complete this task successfully. The resources that will
help you with this role play, such as the Code of Conduct are in Addi onal Resources. However,
you should also look at the Coles website for more informa on about company values and
ac vi es.

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 IMPORTANT NOTES:
This part of the assessment includes a role play of management mee ng. Please follow the
instruc ons below:
Students taking face to face classes:
• You can do the role play face-to face during class hours. You will be required to arrange
fellow students to do the role play with you however they must be briefed on their role
and prepared to ask you ques ons and provide you with feedback. Please see further
instruc ons in the assessment on the number of par cipants required for the role play.
• Your trainer will complete a Role Play Observa on Criteria as evidence of your
par cipa on in the role play (this will either be completed in hard copy by your trainer
and handed to you in which you will be to photograph it and upload it OR it will be
completely electronically by your trainer who will upload it as part of your assessment
record).
Students taking online classes:
• You must arrange par cipants to do the role play with you (par cipants can include
fellow students, friends, family members, or work colleagues however they must be
briefed on their role and prepared to ask you ques ons and provide you with feedback.
Please see further instruc ons in the assessment on the number of par cipants
required and the length for the role play.
• You must also video record the role play using your phone and upload it to learning
management system. You can also do the task using an online pla orm such as
WhatsApp or Zoom and record the session.
• Your trainer will complete a Role Play Observa on Criteria as evidence of your
par cipa on in the role play (this will be completely electronically by your trainer who
will upload it as part of your assessment record).
Uploading your video onto Learning Management System:
• Please see addi onal instruc ons uploaded together with Assessment Task 2 on how to
submit your recording onto the learning management system.

Role play observa on criteria

Note: Please refer to the following observa on criteria for the role play explaining the learning
expecta ons that your trainer/assessor will use to determine your grading as Sa sfactory (S) or
Not Yet Sa sfactory (NYS):

i. Uses a variety of communica on styles relevant to varying audiences

ii. Presents informa on in a succinct, clear, professional and persuasive manner
iii. Nego ates towards a nal outcome with a focus on key outcomes
iv. Provide mentoring to others to assist them in achieving communica on goals
v. Applies nego a on techniques to reach desired outcomes

2. Write an email to management summarising the mee ng. In the email address:
a. An evalua on of the communica on issues and solu ons
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 b. An evalua on of the mentoring techniques used for the team
c. An evalua on of your communica on presenta on techniques
d. Seek nal approval for implemen ng the new communica on protocols for the
team and for respec ul customer service.

To: management@coles.com.au
Cc: ma as@coles.com.au duvan@coles.com.au
Subject: The communica on Issues and Solu ons
hello dear all,
hope this e-mail nds you well.

we have iden ed couple of issues and con icts within the team which can be sorted as
Aggressive behaviour from customers to team members and Unresolved personal con icts
a ec ng team dynamics. therefore we improved strategies for customer communica on.
we agreed on the idea of bringing new approaches and Implementa ons of standardized
communica on protocols. It will be supported by training on ac ve listening & empathy and
monitoring & feedback system. Checking in regularly to see how well we're doing with
communica on and if we need to adjust anything will be the main mo o for mentoring
techniques for the team.
E ec veness in addressing supermarket's communica on problems,Use of diagrams,
charts, and images to support the message, Con dence and engagement during the
presenta on, Tailoring your message to the audience and encouraging feedback were the
highlights of the communica on presenta on.
All in all, we kindly invite you to approve for implemen ng the new communica on
protocols for the team and for respec ul customer service.
best regards
halil demirkol

Part D: Review communica on prac ces

As part of the leadership program at Coles and as part of your learning process
you are required to re ect on your communica ons procedures and processes.
The leadership link from the case study explains more: Learning and Development at
Coles Group (colescareers.com.au)
1. Read the feedback forms from you presenta on to management. Summaries three (3) things
you did well and two (2) things you would improve for next me. Why did you chose those
improvements?

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 Answer:
1-the deliveries were at and feedbacks were posi ve.
2-clear communica on channels were used. namely eye-contact and voice tone
3- nished on me, without loosing the focus of management team.

next me to improve
1- rather than just presenta on, more e cient media visuals will be used
2- more ques ons will be asked to the par cipants and keep them more focused

2. Re ect on the success of the mee ngs you have conducted by lling out this Communica on
Prac ces Review Report:

Communica on Prac ces Review Report

Areas that require mentoring to assist How will you provide mentoring?
them in achieving communica on goals
-con icts within the team implementing communication strategies
-behavior issues from customers to team training and development for the staff
members Training on active listening and empathy
-Unresolved personal con icts a ec ng Regular checkpoints for monitoring progress
team dynamics
Feedback from stakeholders to manage How did you obtain feedback?
the outcomes of communica ons and
nego a ons
they agreed on to provide funds for by providing surveys and feedback forms
training purposes
they gave nal approval for new
communica on protocols
Areas for improvement in communica on for team or organisa onal prac ces
-policies and guidelines
-Codes of Conduct
-Communica on channels
Ac on plans to improve communica on How will you implement these plans?
processes

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 Timeline for implemen ng - By nalizing When and how we'll start using
communica on strategies new communica on methods with the team

- •Alloca on of resources for training Taking necessary steps (such as funds, trainers,
and development: and materials) to learn be er communica on
along any situa on
- •Regular checkpoints for monitoring - -Checking regularly to see how well we're
progress: doing with communica on and if there is a
- necessary steps to take

Congratula ons on comple ng your Assessment Task 2. Please remember to

submit:
✔ This completed workbook and including a reference list of all sources of informa on
including AI, as per ihBC policy.
Role play recording for Part B and Part C (if not completed in face-to-face class), or the role
play checklists (if completed face-to-face)
✔ PowerPoint slides from presenta on in Part C saved as a reduced le pdf.
✔ The completed examples of team forms from Part A and the two feedback forms from
par cipants in Part C.

Appendix/References:
Learning and Development at Coles Group (colescareers.com.au)
Psychosocial hazards | Comcare

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