Reference no: EM133120715

BSBXCM501 Lead communication in the workplace

Assessment Task

You have been recently engaged by XYZ Pty Ltd trading as MMI as a CommunicationLiaison Leader.

The CEO asked you to:

• Establish communication protocols
• Coordinate effective communication
• Review communication practices

This task comprises of the following assessment methods:
o Product-based
o Direct observation of Role-Play
o Case Study
o Other (specify)

It has been designed to evaluate your ability to/competency in:

• Analyse internal and external information needs relevant to workplace
• Develop or structure communication protocol(s) to meet organisational information needs and goals
• Identify ways to adapt communication protocols to suit various contexts
• Prepare materials to support and/or implement communication protocols
• Direct others to communicate according to organisational requirements and goals
• Explain complex information to positively influence others
• Motivate others to communicate respectfully, considering the needs of all, including those from diverse backgrounds
• Identify and address any communication challenges to remove barriers to understanding
• Identify and use a variety of communication styles relevant to varying audiences
• Present information in a succinct, clear and persuasive manner
• Evaluate differences in perspective and critically examine outcomes
• Negotiate towards a final outcome with a focus on key outcomes
• Confirm and implement outcomes of negotiation or communication using appropriate methods
• Provide mentoring to others to assist them in achieving communication goals
• Obtain feedback from a variety of sources to manage the outcomes of communications and negotiations
• Identify and document areas for improvement in communication for team or organisational practices
• Implement plans to improve communication processes

Your assessor will be looking for demonstrated evidence of your competency in the above.

You are required to address the following:
• Task 2.1 Establish communication protocols
o Identify communication improvement needs
o Establish communication protocols
o Improve existing communication processes
• Task 2.2 Coordinate and support effective communication
o Communicate improvements and protocols to staff
o Identify and address communication challenges
o Coach/mentor a staff member to help them achieve communication goals
• Task 2.3 Presentation and negotiation
o Present to pertinent stakeholders and negotiate
o Follow up to confirm the outcomes of the negotiation

Task 2.1 Establish communication protocols

MMI is now opening a new campus in Sydney.
The CEO asked you to establish communication protocols to ensure effective communication between the two campuses.
A. Internal and external information needs
Analyse internal and external information needs to deliver the communication project:
1. Review the Case Study (Appendix 1) and the policies and procedures provided in a separate folder
2. Attend a briefing session with the CEO (played by the trainer and assessor in simulated work conditions), to discuss the following:

• Communication and information needs (internal and external)
• Communication challenges
• Communication expectations
• Communication contexts
• Communication channels
Use this opportunity to understand the communication project requirements better, build a positive working relationship with the CEO, and gather information to execute it.
The trainer and assessor will validate your participation in the briefing session.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to attend a briefing session.
3. Research the following topics:
• Virtual communication
• Communication technology
• Building communication and trust with a new team
• Virtual communication protocols
4. Summarise your findings using a report (Template 1).

B. Communication protocols
Develop communication protocols to suit the identified communication context/s:
1. Review and improve the current communication policy; information management policy; marketing policy, stakeholder engagement policy, and meeting procedures.
Document the improvement and changes you have identified for the policies and procedures in the table below. (1-3 improvements/policy and/or procedures)

2. Develop a code of conduct (Template 2 ) to communicate with a diverse audience

Write 8-10 standards for the code of conduct.

The standards must address communicating with an audience from diverse cultural backgrounds, communicating with people with disability, formal and informal communication.

3. Develop a virtual meeting etiquette.
(50-100 words)

4. Develop a process for virtual meetings
(step by step or flow chart)

Task 2.2 Coordinate and support effective communication

A. Inform staff about changes
Write an email (Template 3) to all staff to address the following:
• Inform them about the code of conduct you developed in Task 2.1B:
o Why the code of conduct was developed
o Why it is important to communicate effectively with a diverse audience
o Standards in formal and informal communication
• Inform them about the opening of the campus in Sydney and how virtual communication will become part of their daily work:
o Summarise the virtual meeting etiquette and process
When writing the email consider:
• Motivate and direct staff to communicate according to organisational protocols and in alignment with organisational goals
• Explain the information to influence staff positively
• Motivate staff to communicate respectfully, considering the needs of all
The email text should be in grammatically correct English, written in an appropriate (polite, business-like) style.
(80-120 words)

B. Address communication challenges
Consider the following communication challenges extrapolated from Appendix 1:
• Introducing virtual meetings
• Expanding offering to international students
• Senior management to stay in Melbourne: campus director and team leaders to be employed to manage and supervise Sydney's operations
• Working with dispersed teams
• Sustainability practices to be implemented in the organisation
• The organisation is top-heavy, and there are concerns that this may not suit the strategic objectives for growth and the opening of a second campus in Sydney.
• The Board of Directors is invested in the change process; however, intervention is needed to bring departmental managers and teams on board.
• The increased number of complaints due to lack of cultural sensibility of trainers and client service personnel when dealing with students from the non-Australian background (15% increase in the last six months alone)
• Lack of use of social media platforms
• Silo mentality
• Lack of communication from the top
Develop an action plan (Template 4) to address four (4) challenges from the list above. Include 10 key actions.

C. Coaching and Mentoring
Schedule a time with the trainer and assessor in week 4 of class and provide mentoring/coaching to a staff member (played by a classmate in simulated work conditions), on one of the following topics:
• Code of conduct -communication with a diverse audience (developed in Task 2.1B)
• Communicating with people with a vision or hearing impairment
• Do's and don'ts of zoom meetings
Research the topic of choice, if you are not familiar with it.
This is a Role-Play
Duration: 15 minutes
The trainer and assessor will validate you performed the Role-Play on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the Role-Play
• Assume that the coachee is a kinestheticlearner (learns from experience). Prepare a coaching/mentoring plan in the form of personal notes:
o Confirm the chosen topic
o Outline how you will explain the topic
o Select a communication style for the session
o List the key points of the coaching/mentoring session?

During the Role-Play
• Meet with the coachee
• Explain the aims of the coaching session
• Introduce the topic
• Deliver the coaching/mentoring session
After the Role-Play
• Reflect on the coaching/mentoring session:
o Was the coaching/mentoring session useful? Why?
o What would you improve when planning a coaching/mentoring session again?
o Did the coachee learn about the topic?
o What further coaching/mentoring does the coachee need?
o What did you do well? What could you improve?
Document your reflection in the space provided below:

Task 2.3 Presentation and negotiation

Schedule a time with the trainer and assessor in week 5to present a proposal to implement collaborative work between the two campuses.
You will present to and negotiate with a group of stakeholders played by your classmates (Role-Play).
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback on the marking sheet.

Task 2.3 Presentation and negotiation

Schedule a time with the trainer and assessor in week 5to present a proposal to implement collaborative work between the two campuses.
You will present to and negotiate with a group of stakeholders played by your classmates (Role-Play).
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback on the marking sheet.

Prepare a PowerPoint presentation (4-5 slides) to illustrate your proposal:
• What technology/ies you would recommend
• Reasons for the recommendation, benefits, features
• Cost
• Q&A slide (powerpoint slides 4-5)
Submit the PowerPoint with your assessment
Before the Role-Play
• Research and select a suitable platform and messaging program
• Prepare the PowerPoint presentation
• Prepare to negotiate. Assume the following about the stakeholders you will present to and negotiate with:
o The CFO, LeonardBlack, is against the implementation of the new communication platforms. He believes it is an unnecessary expense.
o Leonard Black prefers a competitive style of negotiation. He is detailed oriented; he asks many questions; he uses facts and logic.
o The CEO, Deborah Red, is supportive of the initiative, but she wants things done fast.
o Deborah Red is set on efficiency and effectiveness; she controls her emotions, and she is inflexible.
o The Client Service Manager (CSM), Taylor Jones, is insecure and prefers to agree during negotiation. The CSM wants to please everyone.( prepare a power point slide on how will we address the following question solutions)

During the Role-Play
• Present your proposal in a succinct and persuasive manner
• Negotiate the proposal and achieve an agreed outcome
After the presentation
• Ask the stakeholders to provide feedback about the session (Template 5).
• Collect the feedback received and submit evidence of the completed feedback forms (for example, a scanned copy of the feedback received).
• Write an email (Template 3) to the CFO, The CEO and the CSM to confirm the agreed outcomes and provide a plan to implement the agreed solution, using an action plan (Template 4). Include 3-4 key actions.

Attachment:- Lead communication in the workplace.rar