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BSBCMM511 Project Portfolio - Shalendra Kumar MUDALIAR
BSBCMM511 Project Portfolio - Shalendra Kumar MUDALIAR
Influence
Project Portfolio
V1.0 November 2021
PROJECT
PORTFOLIO
Project Portfolio
Contents
Date: 10/12/2023
Oz House Clean
2 Choose and describe a scenario in your organisation that requires you to present information to
others.
Remember: You will be creating a presentation to present material to two different groups of people
at two separate meetings. One of the groups of people you choose to communicate to must be
appropriate team members.
I am Amanda the Operations Manager at Oz House Clean. Based on the executive and company's
meetings, I have the responsibility of introducing several features from the company's cooperation
with Xtreme Clene to the clients and the company's cleaners.
This feature will be explaining the new eco-friendly product approach to cleaning staff. New eco-
friendly products include:
Xtreme Window Clene
Xtreme Floor Clene (option for carpet, tile and wooden floors)
Referral practices
Cover the right way to make referrals, what data can be shared with other services, and any
ongoing responsibilities each organisation has to the client.
Confidentiality policy
A methodical process for creating and regularly updating a Community Resource Index so
that every employee is aware of what extra services are accessible to refer to.
Guidelines for case conferencing
Techniques for collaborating with other agencies, such as attending pertinent intermittency
meetings
A rule governing how long customers' data is kept on file after they cease using the service.
Various government agencies disseminate legal guidelines explaining their staff members'
obligations to maintain and save data legally.
3.2 How do these policies and procedure confirm your authority to present the information above?
Every business needs to have policies and processes. Policies and procedures work together to
provide everyday operations a roadmap. Employers can formally express their organization's beliefs
and mission through rules and procedures. Policies provide direction, responsibility, consistency,
efficiency, and clarity to an organization's operations. As a result, cooperative members have values
and standards to uphold. Ensuring that workplace issues are handled equitably, predictably, and
consistently is made possible by policies and procedures. avoiding the need to make snap
decisions, which nearly always lead to problems. They guarantee informed decision-making,
compliance with policies and procedures, and streamlined internal operations. This improves the
calibre of goods and services that your company provides.
3.3 What are the relevant conventions and protocols for communicating with team members?
Internal communication includes online and offline communication between an employer and
its employees.
It can be one way or two-way communication.
Effective two-way internal communications methods include:
Email/Newsletters- You can add a poll to your newsletters to increase engagement or
embed a video where your readers can leave comments. Add a survey link as well to
learn more about your audience.
Forums/Chats- Set up a forum where your employees can go and ask questions on
topics and get answers from others on topics.
Social Media Groups- Set social media rooms and groups up so employees have the
chance to interact with management, other colleagues and use this as a place to
collaborate and share ideas.
Moreover
Every team member will be regularly updated on the developments, plans, and modifications that
affect them. Being coherent in your communication is acceptable. It is an organized, logical,
and sequential way of communicating. Consistent flow and a solid connection to the main
theme are required. A crucial component of effective professional communication is
commitment. It merely evaluates a person's commitment and the level of conviction they
convey in their argument. It gradually induces the potentials.
Choose a time for the communication to take place. Include enough details to fulfil the
communication's goals.
Select the most suitable format
Establish the appropriate follow-up procedure for the communication.
Determine if there are any mandatory reporting requirements for this communication. It is
required to cite all informational sources.
Establish the purpose of the conversation.
Identify the intended audience.
Ascertain the person in charge of communication.
3.4 Summarise your legal and ethical responsibilities associated with any confidential information.
It is my duty to ensure that all supplier details and cleaning product expenses are kept
private while interacting with employees and clients. In addition, I have to make sure
that both groups are aware of the goals of the company, the new product, and its
ramifications.
They are required to maintain the confidentiality of any professional or private information about
individuals they collaborate with on projects or on subjects involved in academic and scientific
endeavours. Confidential information may only be disclosed by individuals when it is necessary to
protect their own or the community's welfare, when doing so is authorized by law, or when another
legal requirement arises. Lawyers and solicitors are required by law to maintain the privacy of their
Southern Cross School of Business
CRICOS Provider Code: 03523D | RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street PARRAMATTA NSW 2150 | Ph: + 61 (2) 9633 3287
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BSBCMM511 Communicate with
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Project Portfolio
V1.0 November 2021
clients' personal information. Confidential information about their affairs that the client gives to the
lawyers may be utilized, but only with the consent of the client.
Who am I Meeting 1 (e.g. with Project team) Meeting 2 (e.g. with customers)
communicating to? Project Team Clients
What is the purpose to prepare cleaning staff for the To notify customers and talk with
of my impending change by educating them them about potential price hikes for
communication? about the new eco-friendly product services that use environmentally
approach. friendly products
What position will The manager's first approach is to The manager's first approach is to
you take regarding ensure a pleasant working atmosphere ensure a pleasant working atmosphere
the information for the workers, then explicitly for the workers, then explicitly
that must be identify the issues to workforce and identify the issues to workforce and
communicated? address it, as well as initiate a group address it, as well as initiate a group
conversation to explore and generate conversation to explore and generate
fresh ideas fresh ideas
Should any Information and a supplier contract Personnel records and contracts
information be kept
Client information Client information
confidential?
What are the All cleaning personnel who have Customers who have used Oz House
objectives of successfully shown their proficiency clean on a regular basis for more than
Southern Cross School of Business
CRICOS Provider Code: 03523D | RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street PARRAMATTA NSW 2150 | Ph: + 61 (2) 9633 3287
Page | 8
BSBCMM511 Communicate with
Influence
Project Portfolio
V1.0 November 2021
negotiation (at least in knowledge and application of the a year will receive a discount. For a
one each)? new eco-friendly cleaning product typical house clean, Oz House Clean
line will receive pay increases of must bill $7.50 in addition to $30 per
$0.50 per hour. hour.
What stakeholder There shouldn't be a significant wage Only qualified workers are eligible for
needs and hike. a pay raise and a reduction in the
requirements additional fees for the new
should be met environmentally friendly services
during the
negotiation?
What are the Not being ready for a negotiation. Negotiations are most difficult when
potential issues and Never disregard the second party. One parties are completely unprepared to
problems that may should carefully complete their comprehend one another. Some
arise from the homework. people prefer to simply consider their
negotiation (at least own interests while ignoring the needs
one each)? and wants of others.
What position will Mediator. A mediator or go-between The stances of negotiators are the
you take regarding is someone who tries to bring parties things they demand from us and the
any negotiation that to a dispute to a resolution. things they won't provide to us.
will take place
(identified in
Section 1)?
What are your The top cleaning company in Employees receive regular training to
supporting Melbourne is Oz House. provide the best cleaning services in
arguments to meet the market. The most environmentally
Oz House is a family-run company
your negotiation sustainable procedures are used by Oz
that places a high importance on
objectives House.
loyalty and decency.
(identified in
Section 1)? Oz House provides a welcoming
workplace for its employees.
Group meeting,
printout of
information, one-
on-one discussion
etc)?
How does the forum The concentration of the audience can Use graphics, music, and video in
meet organisational be increased by adding multimedia to PowerPoint to make your presentation
objectives? make your presentation more more visually compelling.
engaging.
What vocabulary, The meeting will be conducted in a Concise bullet points or summary
tone, structure and way that is informative. The purpose language can help an audience
style suits the of an informational meeting is to give understand the presentation's
audience? attendees comprehensive information rationale.
about what is happening.
build trust Recognize when to ask for help. Respect other people.
Attach:
Policies and procedures ☒
1 For each meeting planned in Section 1, prepare a visual/written presentation that reflects the
information requirements and desired outcomes outlined in the work you’ve done on this assessment
so far.
Note: As far as possible, use the same presentation for both meetings, but adjust them to suit the
audience and purpose accordingly. Make sure your presentation manages confidential information
appropriately (i.e. confidential information is not shared with unauthorised parties). Attach the
presentations to this section of your portfolio as proof.
2 For each meeting, prepare any other additional meeting materials (e.g. Agenda, Survey, Feedback
form etc.).
Note: If meeting materials have not already been attached to your portfolio as proof (i.e. the
presentation), attach them to this section of your portfolio.
OZHOUSE CLEAN - STAFF PRESENTATION AGENDA:
Explanation of our gratitude to work with us
Explanation of our company
Explanation of our company's objective
Explanation of the target customers
Explanation of the benefits of working with us
Discussing and introducing our new product range
Explanation of the benefits of the new product range and what it offers compared to the previous
products
Discussing the what the objectives, and additional information to the staff
Questions and issues session
Email:
To: All Oz House Clients
From: [email protected]
Subject: Invitation to client meeting
Dear Sir/Madam
Greetings.
We appreciate your patronage of our offerings over the years. I'm writing to let you know
that the company will be meeting with you to discuss the introduction of a new product line
that will be utilized for our services. The email contains the presentation files as
attachments. On the agenda are:
Explanation of our business objectives and market trends
Discussing our new products
Benefits of using the new products
Service price adjustments
Questions and discussion session
If you have had any concerns or issues with me concerning the notes or schedules, kindly
confirm.
Email:
To: All Oz House Staff
From: [email protected]
Subject: Invitation to staff meeting
Dear Sir/Madam
Greetings and Hello
I'm writing to let you know that the company will be meeting with you to discuss the
introduction of a new product line that will be utilized for our services. The email contains
the presentation files as attachments. On the agenda are:
Explanation of our business objectives and market trends
Discussing our new products
Benefits of using the new products
Service price adjustments
Questions and discussion session
If you have had any concerns or issues with me concerning the notes or schedules, kindly
confirm.
Attach: Presentations (x 2) ☒
1 If not already viewed in person by your assessor, attach proof of your two meetings to this section of
your portfolio.
Complete this section after you’ve met with your identified stakeholders.
2 For each meeting and presentation, create a written document on the outcomes of the meeting.
Note: These written documents must be distributed to the relevant stakeholders. Keep the audience
in mind as you create each document.
Your document should include a summary of the meeting, including:
who attended the meeting
MEETING MINUTES
Meeting Minutes (Staff)
Topic: Introducing new product range
Date:10th December 2023
Time: 8:00 - 9:00 am
Location: Meeting room, OZ Office Melbourne
Attendees: Project Team, Operations manager
Mee.ng Agenda
Purpose of communication
What information should be part of the communication?
Objectives of the negotiation •What are your supporting arguments to meet your negotiation
objectives?
Outcomes
To explain the new eco-friendly product approach to cleaning staff and prepare them for future
change.
Discussions:
Oz House is the best cleaning service in Melbourne
Oz House is a family operated business that values loyalty and integrity
Oz House is caring for our staff through a friendly working environment
Oz House promote excellence and innovation in all of our business practices
MEETING MINUTES
Meeting Minutes (Clients)
Topic: Introducing new product range
Date:10th December 2023
Time: 10:00 am - 12:00 pm
Location: Meeting room, OZ Office Melbourne
Attendees: Several Oz House Clean clients and Operations manager
Meeting Agenda
Purpose of communication
What information should be part of the communication?
Objectives of the negotiation
What are your supporting arguments to meet your negotiation objectives?
Outcomes
To explain the new eco-friendly product approach to the clients and inform them of future changes such
as service price adjustments.
Discussions:
Oz House is the best cleaning service in Melbourne
Oz House is a family operated business that values loyalty and integrity
Oz House is caring for our staff through a friendly working environment
Oz House promote excellence and innovation in all of our business practices.
Information in the communication:
The gratitude of being a loyal user of our company's service
Discussion of the current market trend
Introduction of our new eco-friendly products
Reasons for the new eco-friendly approach
Business objectives
Objectives of negotiation:
Oz House Clean will now charge $7.50 more per hour for a standard house clean in addition to $30 per
hour to cover the increased expenses.
Southern Cross School of Business
CRICOS Provider Code: 03523D | RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street PARRAMATTA NSW 2150 | Ph: + 61 (2) 9633 3287
Page | 19
BSBCMM511 Communicate with
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V1.0 November 2021
If you have had any exchanges with me concerning the notes, kindly confirm. Thank you for your
understanding.
Regards,
Amanda Anderson
Operations Manager
Email:
To: Oz House Stakeholders - [email protected] , [email protected] , [email protected]
From: [email protected]
Subject: Client Meeting Summary
Dear Sir/Madam,
Greetings.
I'm writing to let you know that I've finished putting up my client meeting notes, which include
various clients' feedback from a prior meeting. The attachments to the email include the files.
The discussions include:
the gratitude of being a loyal staff to our company
Discussion of the current market trend
Introduction of our new eco-friendly products
Giving out the objectives for each staff
Business objectives
If you have had any exchanges with me concerning the notes, kindly confirm. Thank you for your
understanding.
Regards,
Amanda Anderson
Operations Manager
Assessment Instructions
Contents
Introduction 4
Assessment Task 1: Knowledge questions 5
Assessment Task 1: Checklist 8
Assessment Task 2: Project Portfolio 9
Assessment Task 2: Checklist 14
Introduction
The assessment tasks for BSBCMM511 Communicate with influence are outlined in the assessment plan
below. These tasks have been designed to help you demonstrate the skills and knowledge that you have
learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow
the advice provided in the Business Works Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.
Assessment Task 2: Project – You must work through a range of activities and complete a project
portfolio.
Assessment Schedule
Submit:
Answer all the questions correctly.
Questions
Provide answers to all of the questions below:
1. Explain how tone, structure and style of your communication may impact on others. In your answer:
define tone, style and structure as they relate to communication.
The tone may be rising or dropping. It can be flat as well. It conveys the speaker's
emotions. The emotions may be chastising, inspiring, enlightening, etc. Your
information is conveyed to the audience based on the energy (feelings) you release.
tone style refers to the feeling your audience will get when they decode your document
whereas tone structure is the attitude or emotional expression expressed in
communication by the words, phrasing, and overall language utilized.
explain how the tone, style and structure impacts others.
Tone can be falling or rising. It can also be flat. It communicates feelings of the speaker. The
feelings can be condemnatory, motivating, informatorily etc. The audience receives your
information depending on the energy (feelings) you expel.
use an example to illustrate your answer.
Structure is also crucial in communication. It is determined by the sender/speaker of the
message. It is designed to benefit the needs of the sender. In the case above, the company takes
away the blame for firing employees and blames it on Covid 19: The victims cannot do
anything, because they have no control over Covid. The indirect structure serves the needs of
the company i.e. the victims will receive and accept the message.
Just like structure, style is determined by the speaker/sender. He or she chooses a style that will
have the greatest impact on the audience. In the case above, the speaker researches extensively
on the topic and opts for the extemporaneous style, so that he / she can seal all the gaps created
in the course of the message delivery. He/ she knows this will sell him off as a better
presenter. /expert.
It is possible to lose clients and business if private company data is not adequately secured and
protected. Confidential information may be utilized in the wrong hands to carry out illegal activities
(such as discrimination or fraud), which may expose the employer to expensive legal action.
Employee trust, confidence, and loyalty may be lost as a result of the release of private employee
and management information.
Employee information
Customer details/data
3. Discuss three ways by which a business can ensure that confidentiality is maintained at work.
Encryption is a process that renders data unreadable to anyone except those who have the
appropriate password or key. By encrypting sensitive files (by using file passwords, for
example), you can protect them from being read or used by those who are not entitled to do
either.
Controlling confidentiality is, in large part, about controlling who has access to data.
Ensuring that access is only authorized and granted to those who have a "need to know"
goes a long way in limiting unnecessary exposure. Users should also authenticate their
access with strong passwords and, where practical, two-factor authentication.
Oftentimes, simply having a written confidentiality policy is not enough. In order for the
confidentiality policy to be effective, managers, supervisors and employees must be
educated on confidentiality issues and the company's policies and procedures.
4. Explain the key principles of negotiation that should be used in the workplace to ensure that
agreements are reached.
Priority one should be given to selecting an appropriate communication style for the
workplace. There are four fundamental communication styles, however the forceful
Southern Cross School of Business
CRICOS Provider Code: 03523D | RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street PARRAMATTA NSW 2150 | Ph: + 61 (2) 9633 3287
Page | 28
BSBCMM511 Communicate with
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V1.0 November 2021
approach is the most suitable. The parties need to recognize that divergent viewpoints that
promote various possibilities can also result in the pursuit of a cooperative solution. Both
sides must make concessions for the negotiation to be successful. Each side has to gain
something, and each side has to lose something.
5. Explain the mediation process and at least three key principles that should be taken into account
when mediating at work.
Mediation is a structured, interactive process where an impartial third party assists disputing parties
in resolving conflict through the use of specialized communication and negotiation techniques. All
participants in mediation are encouraged to actively participate in the process.
Confidentiality
While court hearings are public, mediation remains strictly confidential. No one but the
parties to the dispute and the mediator or mediators know what happened.
Mutuality
Compliance
Because the result is attained by the parties working together and is mutually agreeable,
compliance with the mediated agreement is usually high. This further reduces costs.
If you're dealing with a conflict between two members of your team, it's important that you
get all the facts. Sit down with each individual involved and find out exactly what the issue
is. Find out how each individual perceive the situation.
Once you've had a chance to talk to all involved parties separately, bring them together in a
meeting so that they can hash out their differences in a neutral environment.
Identify a Solution
After both parties have had a chance to discuss the situation at hand, it's time to identify
what a satisfactory resolution might be - and how to get there.
Finding the right problems that you can get stuck into and actually solve makes a difference.
Workplace problems often affect more people than you might realise, so do try to get a
sense of how big the issue is and how many people in the organisation it affects.
Brainstorm with your Executive, your team, other Assistants in the business and of course,
there is always Google to use for possible solutions.
Once you have brainstormed your ideas (and the answer can be straightforward), select what
you think is the best course of action. Make sure you document how you have come to this
conclusion and the process that will fix the problem.
Workplace problems are often solved by sticking to a process that works and making sure
everyone does their bit in the process consistently. Communicate regularly and make sure
everyone understands the process and their part in it.
The last step is making sure that the problem stays resolved. Again, this is tricky because we
are all creatures of habit, and it can be easy to slide back into the old ways of working.
Reference: https://www.practicallyperfectpa.com/2019/how-to-identify-and-fix-problems-at-
work/07/09
It's critical to focus on the other person and pay attention to what they have to say. Try to
grasp their perspective, show empathy, and put yourself in their position. Instead of raising
your voice or using foul words, respond in a suitable way.
Make sure your written communications are free from potentially confusing or misleading
mistakes with an AI-powered writing assistant like Grammarly Business.
10. Outline at least five important considerations in ensuring that a meeting is structured.
The agenda provides a compass for the conversation, so the meeting can get back on track if
the discussion wanders off course.
"If the meeting is at 10, you're not here at 10:01, you're here at 10, because the meeting's
going to start at 10"
Leave the last few minutes of every meeting to discuss the next steps. This discussion
should include deciding who is responsible for what.
Plan, organise and control the discussion of subjects on the agenda. Resolutions
The result of every decision made during a meeting is a meeting resolution. It is crucial that
attendees acknowledge and endorse this material, together with the meeting minutes, and
that it is properly archived for any future reference.
Only invite those who absolutely need to be there -but make sure it's a diverse list.
You can start to build better meeting hygiene within your organization by carefully screening who
you're inviting to each meeting.
The most effective meetings bring a group of informed and prepared people into one room to
discuss and make a decision.
Build in different forms of communication into your meeting so that everyone can contribute in the
way they are most comfortable, whether that's with or without video, by text or chat, or all of the
above.
As a leader or manager, it's critical that you offer a private way for employees to provide feedback
about how meetings are going and what could be improved. This gives employees who experience
bias or discrimination a chance to flag it for you, even if you've missed it.
When you take the initiative to learn how to be a good listener, redirect the conversation back to
someone who's been interrupted, or credit someone's idea back to them when it's at risk of being
lost, you are creating positive change within your company culture.
Reference: https://www.glassdoor.com/employers/blog/run-more-inclusive-meetings/
Any organization's policies and procedures set down the rules for a variety of internal operations,
including negotiations, delivering presentations, and maintaining the security and confidentiality of
information.
13. Select an industry and provide examples of media and government organisations, events and
communication channels relevant to an organisation in the chosen industry. Use the table to
complete your answer:
Industry Transport
Media and government organisations (at Department of transport and Main roads
least two): Transport for NSW
Social media platforms as Facebook and
Twitter
Transport NSW website
Student’s name:
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Assessor signature:
Assessor name:
Date:
Deliver
Submit:
Complete Project Portfolio
This project requires you to choose a scenario in your organisation that requires you
to present information to others and negotiate outcomes.
You will be creating a presentation to present information to two different groups
of people at two separate meetings. One of the groups of people you choose to
communicate to must be appropriate team members.
At these two meetings, you will present your presentation and adapt your
communication to suit the audience at each meeting.
Vocational education and training is all about gaining and developing practical
skills that are industry relevant and that can help you to succeed in your chosen
career. For this reason, we are giving you the choice to base this project on your
own business, one you work in or a familiar with, or you can use the case study
provided. This will mean that you are applying your knowledge and skills in a
relevant, practical and meaningful way to your own situation!
To complete this assessment, you must assume a senior role in your chosen
business. This role should suit a manager or leader in the organisation who
identifies, analyses and acts on information from a variety of sources. This role
should also require initiative and judgement to deal with unpredictable problems
and manage the work of self and others.
It is important that you are able to access enough information for your chosen
business in order to be able to do your assessment. As a minimum this should
include:
organisational objectives
legislative changes
office relocation
You will be collecting evidence for this unit in a Project Portfolio. The steps you
need to take are outlined below.
2. Preparation
Make sure you are familiar with the organisation you are basing this assessment on
and have read through the necessary background information. For the case study
business, this is all of the documents included in the Simulation Pack. If it’s your
own business or a business where you are working or are familiar with, have your
business or case study (and supporting documentation/evaluation data) approved by
your assessor.
Complete Page 4 of your Project Portfolio for this unit.
Read through the requirements of Section 1, 2 and 3 of your Project Portfolio.
3. Planning communication
plan communication.
Make sure you have answered all questions in Section 1. Submit to your assessor
for review.
You are also required to attach certain documents as part of your evidence – review
the documents you need to attach as outlined in Section 1 of the Project Portfolio
and make sure you attach these when you submit this section.
You will use the work done in this section of the Portfolio to create a presentation
and adapt it for two different audiences.
4. Preparing communication
Make sure you have answered all questions in Section 2. Submit to your assessor
for review.
You are also required to attach certain documents as part of your evidence – review
the documents you need to attach as outlined in Section 2 of the Project Portfolio
and make sure you attach these when you submit this section.
You will use the work done in this section of the Portfolio to meet separately with
each of your chosen two audiences to present your presentation(s) and negotiate
outcomes.
Meet separately with each identified group to present your presentation(s) and
negotiate outcomes. Adapt your communication to suit each audience (as planned
in Section 1)
(make sure you use active listening and questioning to seek information).
provide an opportunity for the audience to ask questions (make sure you
answer them clearly and concisely).
negotiate as planned, establish areas of common ground and compromise
where applicable.
resolve conflict
seek feedback after the presentation about the meeting and negotiation (this
may be in any appropriate format e.g. verbally, using an online survey or a
printed questionnaire).
Make sure you have completed all sections of your Project Portfolio, answered all
questions, provided enough detail as indicated and proofread for spelling and
grammar as necessary. Remember to submit all necessary attachments as indicated.
Students’ Appendix
Southern Cross School of Business
CRICOS Provider Code: 03523D | RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street PARRAMATTA NSW 2150 | Ph: + 61 (2) 9633 3287
Page | 40
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Project Portfolio
V1.0 November 2021
Student’s name:
Completed
successfully? Comments
o confidential information
objectives
position to take
supporting arguments
potential issues or
problems
o communication details,
including:
forum (to meet
organisational objectives)
vocabulary, tone, style,
structure and team
approach.
attendees)
o contributing to discussions
using appropriate language,
tone, structure and style
o providing an opportunity for
the audience to ask questions
o agreeing on terms to adopt and
support their scenario
o negotiating as planned
o resolving conflict
Assessor signature:
Assessor name:
Date: