BSBCMM511 Communicate with

Influence
Project Portfolio
V1.0 November 2021

PROJECT
PORTFOLIO

Project Portfolio

BSBCMM511 Communicate with Influence

Contents

Section 1: Planning communication

Section 2: Preparing communication
Section 3: Presenting and negotiating

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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BSBWRT301 Write simple documents Trainer Guide
 BSBCMM511 Communicate with
Influence
Project Portfolio
V1.0 November 2021

Student name: Shalendra Kumar MUDALIAR

Assessor: Ashraful Minhaz

Date: 10/12/2023

Business this assessment is Oz House Clean

based on:

Role assumed to complete Business Manager

this assessment:

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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Section 1: Planning communication

1 Describe the organisation you are basing this project on.

1.1 What is the name of the organisation?

Oz House Clean

1.2 What are the main activities of the organisation?

Oz House Clean is a Melbourne-based company that provides expert domestic cleaning
services, such as spring and regular cleanings. The business was founded in 2005 by James and
Nancy Anderson and is a family enterprise.
Providing all of its clients with high-quality services is Oz House Cleans main priority.
Key values are:
 valuing and respecting all our customers
 caring for the environment through our environmentally friendly services
 caring for our staff through a friendly working environment
 promoting excellence and innovation in all our business practices.

1.3 What are the organisational objectives?

 increase the number of clients by 20%

 meet or exceed the expectations of customers
 implement best practices in cleaning operations, including environmentally sustainable
practices.

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.

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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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)

 Xtreme bathroom Clene

Introduction of AI towards automation:

 The company's ability to expand its solutions through the integration of robotic process automation
or artificial intelligence into the organization's services will allow for the simplification of daily
operations. An organization uses artificial intelligence to increase the efficiency of its labour
processes. This will be advantageous to the robotics industry as well as the cleaning industry. The
company plans to accomplish this by offering eco- and kid-friendly cleaning services.

3 Understand organisational and legal requirements.

3.1 Describe any organisational policies and procedures that relate to communication (e.g. internal
communication policy, external communication policy, confidentiality agreements etc.).
Note: Attach proof of the policies and procedures to this section of your portfolio.

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.

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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3.2 How do these policies and procedure confirm your authority to present the information above?

 It is impossible to overestimate the significance of policies and procedures. Together,

policies and procedures create an operational roadmap for daily tasks. They ensure
that rules and laws are observed, that judgment calls are well-informed, and that
internal procedures are optimized. This raises the calibre of the products and services
offered by your business. The reputation of your business gains as a result.

 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?

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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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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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.

4 Plan your communication by completing the table below.

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 information Brand-new products Information about service pricing

should be part of increases and an explanation of eco-
The new eco-friendly strategy's
the friendly items
justifications
communication?
Corporate objectives
Business goals
Loyalty program management

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

Business manager Business manager

Should any Information and a supplier contract Personnel records and contracts
information be kept
Client information Client information
confidential?

What will be A rise in pay An increase in the cost of any service.

negotiated?

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
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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.

What forum will I Face to face presentation Face to face presentation

use to present the
information at the
meeting e.g.
PowerPoint
presentation at
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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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.

How will I:  Offer to be of help  Maintain our Limits

 build trust  Recognize when to ask for help.  Respect other people.

 develop  To respect someone, keeping an  Develop our listening skills.

positive open mind.
 Keep the promises we make.
working
relationships
 show respect
for the opinions
and values of
others
 maintain
effective
interaction?

Attach:
Policies and procedures ☒

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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Section 2: Preparing communication

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.

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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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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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.

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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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

OZHOUSE CLEAN - CLIENTS PRESENTATION FEEDBACK FORM:

 What is your name?
 Where do you live?
 What is your occupation?
 How old are you?
 With whom are you living in your house?
 What do you think of our new product?
 Do you think eco-friendly products are important nowadays? Why? Yes/No
 Do you think we should give service adjustments to our service? Why?
 What is your feedback and opinion regarding our new product range?

3 Schedule both meetings.

3.1 How will you schedule each meeting (e.g. meeting request sent via email, telephone call, text
message etc.)?
Via email
3.2 Which materials should be distributed before the meeting?
 The prestation materials to both staff and clients.
 Feedback form for clients and customers
3.3 Attach proof of how you’ve scheduled the meeting to this section of your portfolio.

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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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.

Thank you for your understanding

Regards
Amanda Anderson
Operations Manager

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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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.

Thank you for your understanding

Regards
Amanda Anderson
Operations Manager

Attach: Presentations (x 2) ☒

Additional meeting materials ☒

Proof of scheduling meetings (x2) ☒

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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Section 3: Presenting and negotiating

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

 what was discussed at the meeting

 outcomes of your negotiation (including potential issues and problems).

Attach your documented meeting outcomes to this section of your portfolio.

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?

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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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

Information in the communication:

 New eco-friendly products
 Reasons for the new eco-friendly approach
 Business objectives

Objectives and Negotiations:

A wage increment of $0.50 per hour for all cleaning staff who have successfully demonstrated their
competent knowledge and use of the new eco-friendly cleaning product range.
Potential issues and problems discussed:
 Staff might not be prepared to adjust for the changes - solutions include
providing a transition period for the staff to welcome the change of the product service and the
use of new products.
 Staff may not be able to understand the product range specification properly resulting in
miscommunication - solutions include training the staff with adequate materials in the future
 Employees might not be happy with their pay raise. To address this, consider changing wages
based on staff members' length of service and asking boards and management if staff members
qualify for bigger pay increases.
The outcome of the meeting:
Every employee expressed their comprehension and consented to proceed with the switch to a new
product line beginning in December 2023. Sarah will supply additional training, and you will be notified
when it is available.

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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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
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Potential issues and problems discussed:

Customers might not be ready to adapt to the changes; one way to address this is to offer a transitional
time during which they can get used to the new items and changes in the product offerings.
Customers might not be able to comprehend the product range specifications, which could lead to
misunderstandings. To avoid this, promote your brand often and provide clients with sufficient
information going forward.
Clients may not be happy with the price rise; potential solutions include considering price adjustments
based on each client's subscription duration and offering additional discounts of up to 5% to devoted
clients who subscribe for a year or longer.

The outcome of the meeting:

Every client conveyed their comprehension and consented to proceed with the switchover to a new
product line beginning in December 2023. All clients must complete the feedback form, which will be
gathered and given further consideration. More details will be supplied when they become available.
3 Distribute your two meeting summary documents to relevant meeting stakeholders (separately).
3.1 For each meeting document, how will you distribute the meeting outcomes (e.g. via email, hand
out a printed copy in person etc.)?
Via email
3.2 Attach proof of how you distributed the meeting outcomes summary to this section of your
portfolio (e.g. draft email, photo of you physically handing out a printed copy, link to intranet
location of document etc).
Email:
To: Oz House Stakeholders - [email protected] , [email protected] , [email protected]
From: [email protected]
Subject: Staff Meeting Summary
Dear Sir/Madam,
Greetings.
I'm writing to let you know that I've finished putting up my staff meeting notes, which contain
various clients' input 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

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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 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

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

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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4 Evaluate your presentations.

4.1 What feedback did you receive at the meeting?
 When presenting, convey more information to the audience by using more gestures and
body language.
 Developing stronger bonds with each other and encouraging increased communication
might demonstrate greater empathy for the other parties involved.
4.2 What did you do well?
 Providing the contents and materials to the personnel and clients in an efficient and
correct manner. They appear to comprehend what I'm trying to tell them.
 Actively listening to the thoughts and opinions of other parties and responding
appropriately to each one.
4.3 How can you improve?
demonstrating greater empathy for both employees and clients in order to foster mutual
understanding. Additionally, using more gestures and body language to demonstrate my interest
in and willingness to share important information with the participant

Attach: Proof of meetings (x 2) ☒

Documented meeting outcomes (x 2) ☒

Proof of distributing meeting outcomes to stakeholders ☒

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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Assessment Instructions

BSBCMM511 Communicate with Influence

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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Influence
Project Portfolio
V1.0 November 2021

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

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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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 for this unit

BSBCMM511 Communicate with influence describes the skills and knowledge required to present and
negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and
other key stakeholders.
For you to be assessed as competent, you must successfully complete two assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Project – You must work through a range of activities and complete a project
portfolio.

Assessment Schedule

Task Due Date

Learning Activity Only and Assessment 1 Week 1
Assessment 1 Week 2
Assessment 2 Week 3

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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Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired
during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Business Works
Student User Guide
 comply with the due date for assessment which your assessor will provide

 adhere with SCSB’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 avoid sharing your answers with other students.

Submit:
Answer all the questions correctly.

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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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.

2. Explain why it is important to maintain confidentiality of information at work, including at least

three examples of information that must be kept confidential.

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.

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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Employee trust, confidence, and loyalty may be lost as a result of the release of private employee
and management information.

three examples of information that must be kept confidential.

 Employee information

 Customer details/data

 Business information, such as proprietary software/databases, manufacturing processes,

trade secrets, solicitation, branding plans, marketing strategies etc.

3. Discuss three ways by which a business can ensure that confidentiality is maintained at work.

Encrypt sensitive files.

 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.

Manage data access.

 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.

Train management and employees on confidentiality policy:

 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
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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

 Parties to a mediation are typically ready to work mutually toward a resolution.

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.

6. Discuss three effective conflict resolution techniques.

Clarify What the Issue Is

 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.

Bring Involved Parties Together to Talk

 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

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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 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.

7. Discuss key steps to be followed to identify and resolve workplace problems.

Find the right problems to solve.

 Finding the right problems that you can get stuck into and actually solve makes a difference.

Understand who is affected by the problem.

 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 possible solutions.

 Brainstorm with your Executive, your team, other Assistants in the business and of course,
there is always Google to use for possible solutions.

Select the best course of action.

 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.

Implement the solution.

 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.

Monitor the issue and make sure it continues to be resolved.

 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.

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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Reference: https://www.practicallyperfectpa.com/2019/how-to-identify-and-fix-problems-at-
work/07/09

8. Outline three effective communication techniques for de-escalation of a difficult situation.

 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.

9. Outline effective strategies for cross-cultural communication.

Listen actively and respond with empathy.

 Learn to recognize different communication styles and respond accordingly.

Be respectful at all times.

 Maintain a professional approach in writing and verbal communication.

Strive for clarity in all communications.

 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.

Set the agenda

 The agenda provides a compass for the conversation, so the meeting can get back on track if
the discussion wanders off course.

Stay on meeting schedule

 "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"

End with an Action Plan

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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 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.

11. Explain at least five considerations to ensure that a meeting is inclusive.

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.

Provide an agenda in advance

The most effective meetings bring a group of informed and prepared people into one room to
discuss and make a decision.

Build in alternate forms of communication

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.

Ask for feedback from all of your team members

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.

Practice what you preach

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 | 32
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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/

12. Explain how organisational policies and procedures address:

 presenting and negotiating

The paper provides rules and principles on presentations and negotiations, including how to
organize, carry out, and finalize the outcome. For instance, "Negotiation techniques are used to
persuade the other party of the strength of the argument in favour of the organisation position."
 leading and participating in meetings
Every organisation has its own policies and procedures for conducting and leading meetings.
The Policy and Procedures, for instance, specify the duties of the chairperson, the meeting's
protocols, the agenda, pertinent documents, the attendees who should be present, how to
guarantee that the meeting is inclusive, and other details.
 making presentations
Policies and procedures pertaining to the creation of presentations delineate the prerequisites
for various forms of meeting presentations, including the appropriate duration, structure, and
formatting of the PowerPoint.
 confidentiality of information.
Information confidentiality policies and procedures comprise steps and standards that an
organization and its employees must follow to guarantee that the information is protected.
Confidentiality agreements must be signed, policies must be followed by employees, and
procedures must be followed to prevent data breaches and cyberattacks.

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.

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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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

Events (at least two): Bike week 2020

Murrurundi railway station 150th
anniversary

Communication channels (at least two): Radio

7News
Social media
Transport for NSW website

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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Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the suggested
answer for the following? Yes No

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

Task outcome:  Satisfactory  Not yet satisfactory

Assessor signature:

Assessor name:

Date:

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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Assessment Task 2: Project Portfolio

Information for students

In this task, you are required to demonstrate your skills and knowledge by working through a number of
activities and completing and submitting a project portfolio.
You will need access to:
 a suitable place to complete activities that replicates a business environment including a meeting
space and computer and internet access
 your learning resources and other information for reference

 Project Portfolio template.

 Simulation Pack (if using the case study).

Ensure that you:
 review the advice to students regarding responding to written tasks in the Business Works Student
User Guide
 comply with the due date for assessment which your assessor will provide

 adhere with SCSB’S submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 avoid sharing your answers with other students.

Deliver

 Presentation (present information to others and negotiate outcomes)

 Consult with stakeholders to agree on objectives classified in presentation (Role-play)

Submit:
Complete Project Portfolio

Complete the following activities:

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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1. Carefully read the following:

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

 relevant policies/procedures that guide communication (e.g. Meeting policy

and procedure)
 a scenario that requires you to present information to and negotiate with two
different groups of people.

Examples of scenarios may include:

 changing the organisational structure and related job roles/descriptions

 introducing a new product range

 legislative changes

 office relocation

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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 introduction of artificial intelligence or robotic process automation

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

Complete Section 1 of your Project Portfolio. To do this, you need to:

 describe the organisation and its objectives.

 choose and describe a scenario in your organisation that requires you to

present information to others.
 understand organisational and legal requirements

 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

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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Complete Section 2 of your Project Portfolio. To do this, you need to:

 prepare a visual/written presentation to communicate your information to your
two chosen audiences. As far as possible, use the same presentation for both
meetings, but adjust them to suit the audience and purpose accordingly.
 prepare any other additional meeting materials (e.g. Agenda, Survey,
Feedback form etc.).
 schedule the meetings.

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.

5. Presenting and negotiating.

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)

i Each meeting should take 30 minutes.

This meeting may take place with actual people who work for/are associated with
your chosen business. Alternatively, classmates or your assessor may play the role
of one or more team members. This can either be viewed in person by your
assessor or you may like to video record the session for your assessor to watch
later. Your assessor can provide you with more details at this step. Make sure you
follow the instructions above and meet the timeframes allocated. If this session is
not viewed in person by your assessor, you will attach proof of the meeting to
Section 2 of your Project Portfolio.
As you lead each meeting:
 engage and motivate the meeting attendees

 set the meeting objectives (seek consensus from all attendees)

 contribute to discussions using appropriate language, tone, structure and style

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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(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).

Complete Section 3 of your Project Portfolio. To do this:

 create separate written documents on the outcomes of each meeting (i.e. one
document per meeting).
 distribute your two meeting summary documents to relevant meeting
stakeholders (separately).
 Evaluate your presentations using the feedback received at the meeting,
including what you did well and how you can improve.

6. Submit your completed Project Portfolio

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
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Simulation Pack Project Portfolio

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 | 41
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Assessment Task 2: Checklist

Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Plan for communication by:

 describing the organisation’s
objectives.
 understanding organisational and
legal requirements, including:
o policies and procedures that
relate to communication
o relevant conventions and
protocols for communicating
with team members.
o authority to present
information to others.
o legal and ethical
responsibilities associated with
confidential information
 planning:
o who they will communicate to

o the purpose of communication

o information that must be

communicated
o position to take

o confidential information

o negotiation details including:

 objectives

 position to take

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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 supporting arguments

 stakeholder needs and

requirements

 potential issues or
problems
o communication details,
including:
 forum (to meet
organisational objectives)
 vocabulary, tone, style,
structure and team
approach.

Prepare communication by:

 preparing a visual/written
presentation to communicate their
information to their two chosen
audiences (adjusting it to suit the
audience and purpose accordingly).
 preparing any other additional
meeting materials (e.g. Agenda,
Survey, Feedback form etc.).
 scheduling the meetings.

Present and negotiate information by:

 meeting with two different groups
of people to present their
presentation(s), including:
o adapting their presentation and
communication to suit the
audience
o engaging with and motivating
the meeting attendees
o setting the meeting objectives
(seeking consensus from all
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 | 43
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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

o seeking feedback about their

presentation
o using active listening and
questioning to seek
information and confirm
understanding.
 creating a written document on the
outcomes of each meeting (separate
document for each meeting)
 distributing their two meeting
summary documents to relevant
meeting stakeholders
 evaluating their presentations

 identifying areas for improvement.

Task outcome:  Satisfactory  Not yet satisfactory

Assessor signature:

Assessor name:

Date:

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 | 44
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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 | 45