BSBXCM501 - Assessment Task 2
BSBXCM501 - Assessment Task 2
Task 2
Lead communication in the
workplace
BSBXCM501
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student Date
signature
Task Number
DNS
Did the student satisfactorily:
The student has satisfactorily completed and ☐ ☐ ☐
submitted the following:
DNS
Did the student satisfactorily:
Communication needs analysis – Report in
Task 2.1A
Validation of active participation in the
briefing session (Refer to Marking Sheet)
DNS
Did the student satisfactorily:
understanding
Feedback in comments
Demonstrated ability to: ☐ ☐ ☐
Provide mentoring to others to assist them
in achieving communication goals
DNS
Did the student satisfactorily:
Performance of the Role-Play in Task 2.2C
(Refer to Marking Sheet)
Prepared a PowerPoint
Prepared to negotiate: took in
consideration the audience, and established
the non-negotiable
Presented persuasively
Answered questions from stakeholders
Listened actively
Used questioning and summarising when
communicating with stakeholders to
confirm understanding
Adapted communication style to the diverse
audience
Negotiated using appropriate negotiation
technique/s such as compromise, and
collaborate
Worked towards an agreed outcome
Achieved an agreed outcome
Feedback in Comments.
Demonstrated ability to: ☐ ☐ ☐
Evaluate differences in perspective and
critically examine outcomes
Negotiate towards a final outcome with a
focus on key outcomes
DNS
Did the student satisfactorily:
plan in Task 2.3
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration................................................................................................................................................2
Task 2 – Lead and manage communication practices..............................................................8
Task 2.1 Establish communication protocols...............................................................................................11
Task 2.2 Coordinate and support effective communication..................................................................14
Task 2.3 Presentation and negotiation..........................................................................................................17
Appendix 1 – Scenario.......................................................................................................................21
You have been recently engaged by XYZ Pty Ltd trading as MMI as a
Communication Liaison Leader.
varying audiences
Present information in a succinct, clear and persuasive manner
Evaluate differences in perspective and critically examine
outcomes
Negotiate towards a final outcome with a focus on key outcomes
Confirm and implement outcomes of negotiation or
communication using appropriate methods
Provide mentoring to others to assist them in achieving
communication goals
Obtain feedback from a variety of sources to manage the
outcomes of communications and negotiations
Identify and document areas for improvement in communication
for team or organisational practices
Implement plans to improve communication processes
The CEO asked you to establish communication protocols to ensure effective communication between
the two campuses.
Analyse internal and external information needs to deliver the communication project:
1. Review the Case Study (Appendix 1) and the policies and procedures provided in a separate
folder
2. Attend a briefing session with the CEO (played by the trainer and assessor in simulated work
conditions), to discuss the following:
Use this opportunity to understand the communication project requirements better, build a
positive working relationship with the CEO, and gather information to execute it.
The trainer and assessor will validate your participation in the briefing session.
If you are absent from class, it is your responsibility to make alternative arrangements with the
trainer and assessor to attend a briefing session.
Communication technology
Print media
Social media platforms
Email
B. Communication protocols
1. Review and improve the current communication policy; information management policy;
marketing policy, stakeholder engagement policy, and meeting procedures.
Document the improvement and changes you have identified for the policies and procedures in
the table below. (1-3 improvements/policy and/or procedures)
The standards must address communicating with an audience from diverse cultural
backgrounds, communicating with people with disability, formal and informal communication.
(50-100 words)
Example:
Before scheduling a meeting, make sure that you create an agenda and distribute it to
invitees in advance. And while there’s honestly no right or wrong way to do this, most
agendas have the following six components:
Agenda header that identities who are calling the meeting, date, time, location, and
purpose.
The key objective that answers why we’re meeting and what we want to accomplish.
Input, such as assigning meeting responsibilities.
The meeting work plan, or the body of the agenda that puts in order what needs to
be covered.
Time allocation for each point.
Following-up with participants, like sending the minutes.
Whether you’re organizing the event or attending, the following advice pertains to anyone
involved with the virtual shindig:
Work from a quiet room that’s free from distractions like pets or family members.
Bonus points if this room is carpeted, since that reduces reverberation.
Use a neutral background, like a grey-colored wall. Some tools like Zoom have a
virtual background you could use if this isn’t feasible.
Make sure the room is brightly lit.
Use your laptop and not your phone since its steadier and keeps your hands-free to
take notes. For audio-only meetings, invest in a decent pair of headphones with a
built-in mic. Bonus tip: raise your webcam to eye level.
Always test your tech before the meeting. For phones, that means having a strong
Inform them about the code of conduct you developed in Task 2.1B:
o Why the code of conduct was developed
o Why it is important to communicate effectively with a diverse audience
o Standards in formal and informal communication
Inform them about the opening of the campus in Sydney and how virtual communication will
become part of their daily work:
The email text should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
(80-120 words)
Template 3 -Email
Email to all staff
To: All staff
Cc:
Bcc:
Subject:
Date email is sent: Changes to communication protocols
Attachments: Updated policies and procedures
Dear All,
I have attached a PDF version of the documents, you can find them saved in
Please do not hesitate to discuss any feedback with your manager, we value your input.
Kind regards.
Develop an action plan (Template 4) to address four (4) challenges from the list above. Include 10
key actions.
List the four challenges you chose in the space provided below:
1. Dispersed teams
2. International students
3. Cultural sensibility
4. Communication from the top
Schedule a time with the trainer and assessor in week 4 of class and provide mentoring/coaching to a
staff member (played by a classmate in simulated work conditions), on one of the following topics:
Research the topic of choice, if you are not familiar with it.
This is a Role-Play
Duration: 15 minutes
The trainer and assessor will validate you performed the Role-Play on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer
and assessor to perform the Role-Play.
Assume that the coachee is a kinesthetic learner (learns from experience). Prepare a
coaching/mentoring plan in the form of personal notes:
o Confirm the chosen topic
o Outline how you will explain the topic
o Select a communication style for the session
o List the key points of the coaching/mentoring session?
(50-100 words)
The session was very successful. The coachee enjoyed the practical activities and she was able to
summarise the content of the code-of-conduct
I would plan for follow up activities so that the coachee can practice the newly acquired knowledge
after the session
The coachee needs more training about communicating with people with disabilities.
I explained the topic very well and I was engaging. I have to watch my timing, the coaching session
was too long.
Schedule a time with the trainer and assessor in week 5 to present a proposal to implement
collaborative work between the two campuses.
You will present to and negotiate with a group of stakeholders played by your classmates (Role-Play).
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback on
the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer
and assessor to perform the Role-Play.
Please note that your classmates will play their roles based on the notes above.
Prepare the feedback form (Template 5) in hard or soft copy for the stakeholders to complete
after the session.
Template 5 -Feedback
Feedback Form
The presentation and Exceptional Excellent Very Good Fair Poor Very
negotiation session Good Poor
was…. X
Opportunities for Be more assertive
improvement. Prepare for objection
List 2-3. Too much text in PP, use more images or charts
Ask the stakeholders to provide feedback about the session (Template 5).
Collect the feedback received and submit evidence of the completed feedback forms (for example,
a scanned copy of the feedback received).
Write an email (Template 3) to the CFO, The CEO and the CSM to confirm the agreed outcomes
and provide a plan to implement the agreed solution, using an action plan (Template 4). Include
3-4 key actions.
The email text should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
(50-100 words)
Template 3 -Email
Email to all CFO, The CEO and CSM
Kindest regards.
Appendix 1 – Scenario
The company
MMI was founded in 1998 by brothers Mark and Andrew White who built the company to become a
quality RTO with major accounts in Melbourne, Sydney, and Brisbane. Mark Brown sold his shares to
his brother Andrew who is the current chairman of the company.
The education provider is centrally located in Collins Street, Melbourne CBD with state-of-the-art
facilities:
o Administration and Management Offices (including the main boardroom, 2 meetings rooms and
a computer lab with 20 PCs) on Level 45
Corporate training is mainly non-accredited and delivered at the clients' premises around Australia, but
it can also be catered for at Collins Street. Corporate clients include major Bank groups, National
Management Consultancy firms, Manufacturing companies and Government agencies.
Accredited courses are delivered in Collins Street with a combination of face to face and online
training delivery. The accredited courses are the Diploma of Business and the Diploma of
Project Management. MMI has a current capacity to enrol 500 clients, current enrolment number is
250 clients.
Important note:
o A VET accredited course has been assessed by the Australian Skills Quality Authority
(ASQA) as compliant with the Standards for VET (Vocational Education and Training)
Accredited Courses and the Australian Qualifications Framework (AQF). Accreditation means
that the course is nationally recognised and that the registered organisation (RTO) can issue a
nationally recognised qualification or Statement of Attainment (this for single units only).
o Non-accredited courses are business courses that have been highly customised to meet
clients' training needs.
CEO CFO
Finance
Department
Client Services
Marketing Manager HR Manager Academic Manager IT outsources
Manager
Client Services
Marketing Team HR Team AcademicTeam
Team
Board of Directors
Summary of duties: account receivable, account payable; invoicing; payroll; financial record
keeping and reporting; taxes/fees
Summary of duties: promotion; design of marketing collaterals for events; social media; market
research; public relations
Client Services: Client Service Manager and 2 x receptionists; 4x client service officers, 1 x
team leader, 1 x maintenance officer
Summary of duties:
o front of office and back of office customer service activities (to include reception and
response to enquiries)
o client admin: client admission, enrolment, enrolment variations, pastoral care, completion
Academic Services: Academic Manager and 5 contract business trainers for corporate
training; 4 full time (ongoing) business trainers for accredited training
Summary of duties: accredited and non-accredited training and assessment; learning material
and assessment development and validation; support with compliance monitoring; pastoral
care.
Summary of duties: network service; database administration (inventory and staff files);
maintenance and update of communication system including CRM (Customer Relationship
management system); data management and security.
Note: in loco computer maintenance is performed by the maintenance officer who has some IT
knowledge
40% of the shares are held by an external corporation since late 2017, as a silent business
partner
Vision
Our vision is to develop outstanding individuals through quality business training that encompasses
personal and professional growth.
Mission
o We strive to provide exceptional business training that focuses on quality of teaching, practical
learning, and successful outcomes
Values
Quality
Integrity
Accountability
Innovation
Quality of practices
Innovative solutions for business growth based on hard data and extensive research
Build an innovative and agile company that can respond to the challenges of an ever-changing
business environment
MMI Professional Education is a Registered Training Provider (RTO) based in Melbourne, Australia that
offers business accredited and non-accredited courses to corporate clients, and local clients.
Strategic Objectives:
To position the company as a leader for quality business education in Australia within the next
three years
To expand the course offering by adding new qualifications to the scope of registration: the
Diploma of Leadership and Management and the Advanced Diploma of Program Management
Current positioning
MMI enjoys a good reputation in the industry as a quality provider of business courses for
corporate clients
Courses are marketed as hands-on, with trainers that currently work in the industry, providing
current and cutting-edge skills to business professionals
Operational overview
Systems in use:
o Accounting Management System (MYOB) – does not interface with MMI system
o Share drive
o Zoom
Senior management to stay in Melbourne: campus director and team leaders to be employed
to manage and supervise Sydney's operations
Develop and implement sustainability policy and practices across the organisation, and
sustainability has not been on the top five priorities of the company so far
All trainers are based in Melbourne; this impacts on financial costs when having to move
trainers to other Australian capitals to conduct corporate training. Trainers who deliver
corporate training receive a generous daily allowance when outside Melbourne ($250/day), all
travel and accommodation expenses are paid for by MMI. This generous package impacts an
average of 20% on the profit margin for each corporate course that is sold
Organisational culture
The organisational culture experienced at MMI is a mix of market and hierarchy culture.
The Market Culture: This culture is built upon the dynamics of competition and achieving
concrete results. The focus is goal-oriented, with leaders who are tough and demanding. The
organisation is united by a common goal to succeed and beat all rivals. The main value drivers
are market share and profitability.
The Hierarchy Culture: This culture is founded on structure and control. The work environment
is formal, with strict institutional procedures in place for guidance. Leadership is based on
organised coordination and monitoring, with a culture emphasising efficiency and
predictability. The values include consistency and uniformity.
(Source: https://popinnow.com/four-types-organizational-culture/ )
The organisation is top-heavy, and there are concerns that this may not suit the strategic
objectives for growth and the opening of a second campus in Sydney.
The Board of Directors is invested in the change process; however, intervention is needed to
bring departmental managers and teams on board.
Operational issues
The increased number of complaints due to lack of cultural sensibility of trainers and client
service personnel when dealing with students from the non-Australian background (15%
increase in the last 6 months alone)
All trainers are based in Melbourne; this impacts on financial costs when having to move
trainers to other Australian capitals to conduct corporate training. Trainers who deliver
corporate training receive a generous daily allowance when outside Melbourne ($250/day), all
travel and accommodation expenses are paid for by MMI. This generous package impacts an
average of 20% on the profit margin for each corporate course that is sold
Delays in achieving marketing objectives due to the composition of the team (2 part-timers
and one contractor) that cannot sustain the increased amount of marketing tasks (corporate
events to enhance networking and identify potential corporate clients have increased by 30%
in the past 6 months)
A new student management system has been developed in-house. The system was
recommended by the Client Services and the Academic Managers for the seamless integration
of the student management and the learning management system. However, the two
managers failed to perform due diligence, and they did not consider that the new system does
not interface with the finance management system. This will cause operational disruptions to
the workflow as finance records (mainly revenues) will have to be manually inputted based on
the new system's reports on enrolment.
Covid19 has decreased sales by 20%, the company has managed to deliver existing courses
and still maintain a reasonable margin of new enrolments online
Marketing
MMI has not heavily invested in marketing activities, relying mainly on word of mouth.
The company has a website:
o Old fashioned look, quite austere
o Not responsive
o In the mobile version, after you have clicked in a few pages, the navigation becomes
daunting
o Heavy use of text
Pricing
Workforce Overview
Turnover rates are high in the academic department (30% yearly) due to the contractual
nature of some of the roles. Ongoing training staff is steady, however, there is a need to
invest more in their professional development to keep industry currency when teaching.
Gender unbalanced
Recruitment is done externally, few opportunities for advancement are offered to existing staff
o Silo mentality
HR practices are mainly focused on administrative duties. The Board of Directors has
identified the need to embrace HR practices as an essential strategic tool for business
advancement.
Managers – 120k/year
Receptionist $ 52k/year
Trainer (contractor): $ 80/hour. Trainers who deliver corporate training receive a generous
daily allowance when outside Melbourne ($250/day), all travel and accommodation expenses
are paid for by MMI.
Note: