This Student Assessment Booklet includes all your tasks for assessment of BSBLDR513 – Communicate with influence
About your assessments
This unit requires that you complete 3 (three) assessment tasks. You must complete all tasks with a competent result to achieve competency for this unit. Please read the information below about each task included in this assessment.
Assessment Task 1
Written report
• Task 1 – Written report
In this task, you will demonstrate a sound knowledge of the unit requirements through completing and submitting a written report.
Assessment Task 2
Project
• Task 2.1 – Develop a position paper
• Task 2.2 – Chair a meeting
In this task, you will demonstrate a sound knowledge of the unit requirements through development of a paper to present to staff and perform a role play by chairing a meeting.
Assessment Task 3
Presentation
• Task 3.1 – Research and identify appropriate forums to present business positions
• Task 3.2 - Deliver a presentation
In this task, you will demonstrate a sound knowledge of the unit requirements through completing and submitting written questions and performing a role play in the form of a presentation.
TASK SUMMARY
You are required to write a detailed report addressing the necessary information relating to workplace communication principles and procedures.
This task must be completed independently and cannot be done with assistance from any other student.
INSTRUCTIONS
For this task, based on your own workplace, a previous workplace or a workplace/ organisation that you have researched, you are required to write a report about the communication principles and procedures within that workplace. The report must be no less than 1,000 words in length.
Develop a report that outlines the general business principles and procedures for communication, negotiation, mediation, conflict resolution and meetings.
Your report should be detailed, clear and concise and must include:
? An outline of the key information that should be included in an organisation’s communication policy for communicating both internally and externally.
? The importance of confidentiality of information in the workplace and three examples of information that must be kept confidential.
? What the strategies and procedures are for maintaining the confidentiality of information in a business environment.
? A description of three effective conflict resolution techniques.
? Appropriate steps to be followed to identify and resolve workplace problems. This also includes the mediation process and two important principles to consider when mediating in the workplace.
? A description of three effective communication techniques that can be applied to assist with the de-escalation of a difficult situation.
? An outline of three effective cross-cultural communication strategies.
? The importance of ensuring that meetings are structured and five important considerations for ensuring that a meeting is structured.
? A description of three strategies that could be implemented to ensure that a meeting is inclusive.
Submit your report on the template provided. You submission must be presented as a hard copy along with the provided assessment pack and all other completed documents for this assessment.
TASK SUMMARY
There are two parts to this task:
? Task 2.1: For this task, you are required to develop a position paper based on the scenario below
? Task 2.2: For this task, you are required to chair a meeting to present this position
The following activity can be undertaken either independently or in a group of up to 4 other students as approved by your trainer/assessor. If this task is completed with other students as a team effort all students must contribute and participate equally in the presentation, will need to be able to answer any questions regarding all aspects of the task to ensure compliance and to all be able to demonstrate a clear understanding of the task and the contribution made to the task.
INSTRUCTIONS
Review the background information and complete the tasks that follow:
Background information
IPSO Appliances Australia is a company that manufactures and distributes a range of kitchen and laundry appliances. It has a commercial division supplying kitchen and laundry equipment to businesses.
The company is based in Melbourne, Victoria. IPSO Appliances Australia staff include the
Managing Director, Human Resources Manager, Finance Manager, Sales Manager
(Commercial), Sales Manager (Domestic), Warehouse Manager, Warehouse staff (20) and Sales Desk Team Leaders (5), and a customer service department comprising of Technical Support Analysts (20) and Customer Service Representatives (80).
The company operates out of a large office block occupying two floors. There are also two warehouses close by for storing and distributing products. The warehousing staff are all located in the warehouses.
As indicated above, IPSO Appliances employ approximately 90 people in the customer service department, with 10 Technical Support Analysts to provide technical support via telephone and 80 Customer Service Representatives who respond to general customer enquiries and provide general, non-technical support. Of these staff members, 65% are female and 20% work part-time. Approximately 90% of the younger employees (under 35) work fulltime hours (75 hours per fortnight) and 60% of the older employees (35 years and over) work part-time (40 hours per fortnight).
The customer service department operates seven days a week, Monday to Sunday from 7am to 10pm. Staff currently work rotating shifts.
Across the industry, there is generally a high turnover rate of call centre customer service representatives – 26%. Customer representative staff turnover for IPSO Appliances Australia in 2015 was slightly higher at 31%. Staff feedback surveys/exit interviews have identified that that many of the staff have either left or are considering looking elsewhere for employment given the requirement that they work rotating shifts across seven days. Staff found that differing start times made it difficult to travel to work, particularly matching work schedules with public transport timetables and attending to responsibilities at home.
The company is in the process of expanding its operations and intends to recruit a further fifty customer service representatives over the next two years. The current office space is already tight and staff complain of the level of noise. The company has been looking around for new offices, but has so far, however, has been unable to find anything in a suitable location.
As the Human Resource Manager for the company, you have identified that a potential solution to address the issues facing the company is to implement working from home arrangements for the customer service staff. You consider that this will address both the short-term issue of moving offices, as well as long-term employee relations objectives, including reducing the high turnover of staff.
To gain support for the working from home arrangements, you need to gain the support of key individuals in the organisation.
There have been several changes to internal policies and procedures during the previous two years. Generally, staff acceptance of changes has been a long and difficult process.
Task 2.1 – Develop a position paper
1. Develop a position paper.
Review the background information and the IPSO employee relations objectives. Identify the alignment of objectives with the proposed working from home arrangements.
Research the benefits of working from home arrangements to employers and provide at least two examples of companies who have adopted these arrangements and the outcomes.
Consider the potential obstacles to the introduction of arrangements and identify solutions to address these.
Consider possible resistance to the changes and identify strategies to overcome resistance to change.
Using the template provided, develop a position paper to assist in persuading staff to adopt the working from home arrangements. The position paper must include:
Rationale for the introduction of working from home arrangements based on the company’s current situation.
An explanation of how the working from home policy aligns with the objectives in the employee relations plan.
Persuasive arguments as to the benefits of working from home arrangements for employers.
Details of the companies that you have identified and the working from home arrangements they have adopted, including the outcomes.
Options for introducing working from home arrangements for IPSO Appliances.
Potential obstacles to the introduction of working from home arrangements and solutions to address these.
2. Confirm approval to proceed.
Write an email addressed to the CEO of ISPO Appliances to request approval to proceed with introducing the working from home arrangements. Your email must include:
• A summary of the purpose of the paper.
• Request for confirmation of approval to present the position paper to staff.
• Key staff to be invited to discuss the position paper and why.
Task 2.2 – Chair a meeting to propose new work arrangements
1. Prepare for the meeting.
Review the IPSO Appliances meeting policy (provided by your assessor).
Develop an agenda using the template provided for the meeting to advocate for the introduction of working from home arrangements to send to the staff members you have identified should be present at the meeting. Your assessor will provide you with the date and time that the meeting will be held.
2. Chair the meeting.
Chair a meeting to inform ISOP staff (role played by your assessor and 1-2 classmates) of the proposed working from home arrangements.
You will need to be prepared to advocate for the proposed changes as documented in your position paper, as at least one staff member will be against such arrangements.
You are required to do the following:
• Appoint a minute taker.
• Introduce the meeting.
• Outline the rules for the meeting as outlined in the ISPO meeting policy.
• Present the position paper – distribute a copy to the meeting participants.
• Discuss the introduction of working from home arrangements based on the company’s current situation.
• Explain how the working from home policy aligns with the objectives in the employee relations plan.
• Persuasively argue the benefits of working from home for employers and employees.
• Discuss the companies that you have identified as currently implementing working from home arrangements and the identified positive outcomes.
• Discuss potential obstacles to the introduction of arrangements and solutions to address these.
• Discuss the options for introducing the working from home arrangements.
• Provide the opportunity for discussion.
• Acknowledge and respond appropriately to differences of opinions through emphasising the benefits of the proposed arrangements and solutions to identify issues raised, as well as acknowledging opinion.
• Discuss the range of options and seek to agree on mutually agreeable solutions, while compromising as required.
• Ensure that at all times the meeting is focused on key issues and agreeing on a solution.
• Close the meeting by summarising the agreed outcomes and advising that you will provide a written summary of outcomes in the form of meeting minutes.
During the meeting, your assessor will to be looking to see that you:
Use of a range of persuasive techniques to convince others to adopt the idea, including: ? Using inclusive language
? Using rhetorical questions
? Speaking clearly with confidence
? Advocating for position.
Demonstrate the use of the strategies that you identified to overcome resistance to change.
Demonstrate effective interpersonal and communication skills including:
? Using appropriate style (formal), tone (encouraging, respectful) and vocabulary (professional, business language)
? Asking questions and actively listening to responses to clarify understanding
? Using positive non-verbal communication skills, for example, nodding, smiling, making eye contact
3. Finalise arrangements.
Provide a written summary of the outcomes of the minutes of the meeting, addressed to the staff members of IPSO Appliances.
Include the agreed outcomes and an explanation as to how the new work from home arrangements will proceed, as discussed during the meeting.
4. Submit your meeting agenda and meeting summary.


TASK SUMMARY
For this task, you are required to identify suitable forums/conferences to develop and deliver a presentation on leadership. You are then required to deliver a presentation to demonstrate your ability to clearly present information based on reliable sources and ability to promote a business.
The following activity can be undertaken either independently or in a group of up to 4 other students as approved by your trainer/assessor. If this task is completed with other students as a team effort all students must contribute and participate equally in the presentation, will need to be able to answer any questions regarding all aspects of the task to ensure compliance and to all be able to demonstrate a clear understanding of the task and the contribution made to the task.
Instructions
Review the background information and complete the tasks that follow.
Background information
You are employed as the General Manger of Grow Management Consultants, a small company offering leadership services, training and products.
You are seeking to promote the company’s services and you have decided that an appropriate way to do this is to develop a presentation about the importance of leadership skills and to present this at number of forums or conferences.
Before you begin, you must research three forums or conferences at which you could present a paper on leadership as well as use this as an opportunity to advertise your company’s services.
Grow Management Consultants – Communication procedure for the delivery of presentations
When communicating with others, take into consideration:
Who you are talking to.
The type of information to be communicated.
All verbal communication must be:
Clear and concise.
Friendly and professional.
Culturally appropriate.
Active listening must be used when responding to questions. Questions should be answered in a friendly and polite manner.
When delivering presentations to promote services, do not disclose pricing. If prices are requested, offer an individual consultation.
Task 3.1 – Identify forums or conferences
1. Research three industry relevant forums or conferences within Australia that would be appropriate for Grow Management Consultants to attend and deliver a presentation on leadership. Include the name, date and location of each forum/conference. A google search of leadership forums will provide a wide range of forums and conferences to be referenced.
At least one of the forums/conferences must be organised by a government organisation (relevant to your state/territory)
2. In the provided template for submission, list the three forums you have selected along with a brief description and purpose of the selected forums. Ensure you provide full references.
Task 3.2 – Develop and deliver a leadership presentation
Develop a 10 minute PowerPoint presentation on leadership. You may focus on any area of leadership, for example, ethical leadership, key leadership skills, diversity in leadership, etc) Your presentation must include:
? Information to support your presentation, including current research or statistics.
? Information to promote the services offered by Grow Management Consultants through a brief description of the services offered.
Deliver the presentation to your business associates (role played by your assessor and 1-2 classmates).
Ensure that you follow the workplace communication protocols throughout your presentation.
Speak with enthusiasm to capture the audience’s attention throughout the presentation.
During the meeting, your assessor will to be looking to see that you:
Demonstrate effective interpersonal and communication skills, including:
? Use appropriate style (formal), tone (encouraging, respectful) and vocabulary (professional, business language).
? Ask questions and actively listen to responses to clarify understanding.
? Respond to questions openly and honestly.
? Use positive non-verbal communication skills for example, nodding, smiling, and making eye contact.
Maintain workplace confidentiality requirements.
3. Submit your PowerPoint presentation.
Role Play checklist – Assessment Task 3
(To be completed by the trainer/assessor at the time of the role play/observation and submitted by the student at the time of assessment submission.)
Student Name: _____________________________
Student ID: ______________________
Date of Assessment: ________________________ Signed: _________________________
To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence S N/S Comments and feedback to student
Prepared and made presentations to groups of people including:
• identifying suitable forum for presentations
• presenting reliable information
• designing the presentation to meet the needs of the audience
• answering questions clearly and concisely. ? ?
Obtained reliable information and advice to prepare appropriate presentations ? ?
Adapted language, explanations, media and information/entertainment balance to meet the needs of the audience
Responded to questions openly, honestly, and in accordance with organisational policies ? ?
Selected appropriate and engaging vocabulary adjusting language and presentation features to
maintain effectiveness of interaction ? ?
Used active listening and questioning to seek information and confirm understanding ? ?
Assessors Name: Peter Riddell Title: Trainer/Assessor
Signed: _________________________________ Date: _____________________
Supplementary Information
Excerpt from IPSO Appliances Australia Human Resources Strategic Plan
Vision
To create a positive employee relations climate that supports workforce safety, workforce capability, staff engagement and a high performance customer service culture.
Alignment with strategic direction.
Strategies:
Ensuring employee relations outcomes conform to the IPSO Appliances strategic direction through processes including enterprise bargaining and/or other workplace negotiations.
Committing to a continuous review of the employee relations direction to ensure it is aligned to corporate strategies and values.
Considering the impact of employee relations decisions across IPSO Appliances and industry.
Influencing Government industrial relations policy to ensure that the business strategy of IPSO Appliances is accommodated.
Understanding and communicating the impact of Government industrial relations policy on IPSO Appliances and ensuring effective implementation.
Focus on business outcomes
A focus on business outcomes will ensure that employee relations initiatives are consistent with business practices.
Strategy:
Ensuring employee relations outcomes are consistent with IPSO Appliances priorities and support business practices.
The development of policy and industrial instruments in line with the IPSO Appliances vision, values and business needs.
Facilitating employee relations initiatives to support organisational improvement.
Providing timely and accurate advice on employee relations issues.
Utilising effective advocacy and representation in industrial forums.
Ensuring effective implementation and communication of employee relations outcomes at all levels.
Constructive workplace relationships
Constructive workplace relationships contribute to the achievement of common goals such as safety, efficiency and productivity, quality customer service, job satisfaction and career opportunities. A constructive approach will help to minimise industrial disputation and promote innovative issue resolution. Participative negotiation can provide a climate for facilitating resolution and delivering balanced results. In these circumstances, each party has more influence over the outcome.
Strategy:
Promoting constructive workplace relationships between employees and management at the local level.
Recognising the role of unions in issue resolution at the local level.
Involving employees in decision making and promoting issue resolution at the local level.
Promoting ownership of organisational change initiatives.
Promoting collaborative and productive working relationships and teamwork.
Proactive, constructive and respectful dispute resolution practices which encourage the timely resolution of disputes through consultation, information sharing and negotiation.
Promoting a flexible approach to consultation with unions and addressing issues as they arise.
Consultative arrangements at all levels of the business; and facilitating and maintaining constructive relationships with key stakeholders including unions based on:
? open and honest communication
? being professional and treating each other with respect
? promotion of equality and actively seeking diverse viewpoints
? genuine participation in the consultative process
? valuing different points of view with a willingness to compromise when appropriate.


Position paper – Introduction of Working from home arrangements for IPSO Appliances
Introduction to position paper
Provide a brief outline of the purpose of the paper.
Rationale
Provide an overview or the rationale for working from home arrangements based on the company’s current situation.
Link to strategic objectives
A summary of the company’s long term employee relations objectives as shown in the excerpt from the HR strategic plan and how a working from home policy aligns with the objectives in the employee relations plan.
Benefits of working from home arrangements
Outline benefits of working from home arrangements to facilitate maximum support for the initiative. Include the details of companies that you have identified and the working from home arrangements they have adopted.
Proposed arrangements for working from home, including who and when Outline the proposed arrangements for working from home.
Potential obstacles and solutions to address these:
Identify potential obstacles and solutions to address these.
AGENDA
Meeting Date:
Meeting time /duration:
Location:
Required Attendees:
Chair:
Please bring &/or read:
Apologies:
Agenda Items Time Allocated
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Action Items Owner Date required
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