Assessment ManualBSBXCM501
Assessment ManualBSBXCM501
Lead communication in the workplace
Your Task Write answers (Knowledge Application)
Assessor can decide whether to have this as written or oral questioning. If the assessor uses verbal questioning method, the assessor must write student responses using dot points as a minimum on the students key responses relevant to the question (Not recommended as it is a time-consuming method as one candidate will respond while other candidates are watching and waiting, but assessor is free to decide).
The following is a set of knowledge-based questions. Read the text section introduction in the learner workbook, refer to training undertaken and provide your answer solutions to the following questions using your own words to demonstrate your consistent knowledge application.
Note: If handwritten answers are allowed by the assessor considering reasonable adjustments or any special consideration, you need to use the enter key of the keyboard to expand the answer space. For example, 2 3 questions in a page to allow sufficient space, print a hard copy and write answers.
Written Questions
Ensure you answer all the following questions using the length guidelines above quantity requirements applicable in following relevant questions.
1. Define what is communication in the workplace using your own words.
2. Outline legislative requirements relevant to workplace communication.
3. Briefly describe the following organisational requirements relevant to workplace communication (including digital form):
a.workplace policies
b.codes of conduct
c.organisational reputation and culture
4. Identify and briefly discuss at least three techniques to resolve communication challenges.
5. Describe at least three methods to mentor and coach others.
6. Outline key principles of cross-cultural communication and communication with individuals with special needs or disabilities.
7. Discuss the following communication protocols relevant to organisational information needs:
a.internal and external communication guides
b.risk based/emergency communication guides
c.style/formatting of communication guides
d.processes for allocation of responsibilities for standard communication.
8. Describe the communication challenges relevant to the following:
a.conflicts with clients or team members
b.potential risks or safety hazards
c.unethical or inappropriate communication
d.appropriately framing organisational messaging.
9. Explain key relevant features of different communication styles and methods
10. Explain key relevant features of relevant:
a.cross cultural communication techniques
b.negotiation and conflict resolution techniques.
---End of Written Task Activities---
Assessment Task 2 Case StudyCase Study (Skills and Knowledge Application)
Provide communication solutions to lead communication in the workplace using the simulated workplace and the scenario in the appendix or your own workplace by referring to the scenario in the appendix as agreed by your assessor. Whatever the workplace you select, the policies and procedure manual of simulated workplace must be used as the policies and procedures of the workplace to undertake the following task. In case you select your own workplace or any other workplace you have access to information, provide a brief description of the workplace such as the industry, operation, personnel and teams.
Your Task
Complete the following workplace task activities demonstrating skills and knowledge to lead communication in the workplace within any industry:
Read the workplace scenario in the appendix and review simulated workplace documents including communication protocols, policies and procedures.
Undertake research, analyse and outline what internal information you need.
Collate research and outline on what external information you need.
Based on above information needs, using the communication protocols in the policy manual, identify and structure communication protocols to meet information needs and goals.
Determine various context of communication in your role and identify ways to adapt communication protocols in internal and external contexts.
Write a statement with approximately 250 words to explain to your customers about new technology (app being introduced) with some technical specifications. This statement can be used in workplace communication media such as web pages, newsletters and other.
Write a detailed instructional email to your team members and include in your email:
about the communication protocols that they need to adapt in their communication with external parties and further include in your email:
how to provide complex information to positively influence others and
how to communicate respectfully, considering the needs of others including people from diverse backgrounds.
Identify at least three communication challenges in your team leader role.
Describe how you address above communication challenges to remove barriers to understanding.
Identify and briefly describe at least three types of digital technology to find, record or communicate basic information.
---End of Case Study Task Activities---
Self Assessment Checklist
Note: The following checklist is for you to confirm your work completion as well as performance and demonstration of skills. Ensure you carefully check, and tick as completed and performed before submitting written evidence and while demonstrating skills during performing the task.
Assessment Task Activity Completed as required
Case Study Yes No
1 Read the workplace scenario in the appendix and review simulated workplace documents including communication protocols, policies and procedures. 2 Undertake research, analyse and outline what internal information you need. 3 Collate research and outline on what external information you need. 4 Based on above information needs, using the communication protocols in the policy manual, identify and structure communication protocols to meet information needs and goals. 5 Determine various context of communication in your role and identify ways to adapt communication protocols in internal and external contexts. 6 Write a statement with approximately 250 words to explain to your customers about new technology (app being introduced) with some technical specifications. This statement can be used in workplace communication media such as web pages, newsletters and other. 7 Write a detailed instructional email to your team members and include in your email:
about the communication protocols that they need to adapt in their communication with external parties and further include in your email:
how to provide complex information to positively influence others and
how to communicate respectfully, considering the needs of others including people from diverse backgrounds.
8 Identify at least three communication challenges in your team leader role. 9 Describe how you address above communication challenges to remove barriers to understanding. 10 Identify and briefly describe at least three types of digital technology to find, record or communicate basic information.
Assessment Task 3 ProjectProject (Skills and Knowledge Application)
In assessment task 2, you established communication protocols and coordinated effective communication. This task is the continuation of task 2 using the same simulated workplace to present and negotiate persuasively and review communication practices undertaking project work. The policies and procedure manual of simulated workplace must be used as the policies and procedures of the workplace to undertake the following task using the simulated workplace scenario in the appendix:
Your Task
Complete the project work using the simulated workplace scenario in appendix for the following workplace project activities demonstrating skills and knowledge to lead communication in the workplace within any industry:
Identify at least 3 - 5 varying audiences you are required to communicate according to your work role.
Map with the communication styles you need to adapt relevant to above varying audiences.
Establish criteria to present information in a succinct, clear and persuasive manner to above audiences.
Identify at least five perspectives of communication.
Evaluate differences in perspective of communication and critically examine outcomes.
Establish negotiating criteria for the following situations:
Dealing with a team member who is underperforming,
Clients or customers have challenges that may be addressed by the outcome of your project,
Two vendors have similar products where one has a slight edge and costs more. You want the better product but has a strict budget limit.
Describe what method of negotiation you confirm to use for desired outcome.
Develop a plan to obtain feedback from a variety of sources to manage the outcomes of communication and negotiations.
Develop a plan to provide mentoring to others to assist them in achieving communication goals.
Develop a plan for improvement in communication for team and include an implementation plan to improve communication processes.
---End of Project Work---
Self Assessment Checklist.
Appendix
Case Study (Simulated Workplace)
Tech Dynamics Pty Ltd
Tech Dynamics Pty Ltd(TD) is (simulated workplace) a leader in Business IT Support, mobile strategy, design, development and promotion based in Melbourne, Australia. The main Director and Promoter Mr. John Smith hasbeen in this business for over 15years and have delivered hundreds of apps to satisfied customers. Tech Dynamics Pty Ltd started operations in 2018 and Director was semi-actively working on the business, now, he wants to engage himself full-time in the business and actively wants to develop the business model. Tech Dynamics Pty Ltdis a business providing technology services and solutions to both large and small companies, optimizing al performance by mapping strategic goals and objectives to IT initiatives.
Products and Services
Tech Dynamics Pty Ltd helps companies achieve their goals through better management of information and more effective collaboration. From cloud computing to information management to IT Services, Tech Dynamics Pty Ltd helps your employees have the information and tools they need to succeed in todays ever-evolving world. TD provides Customized IT Support Solutions to fit any business and budget. Motto is Focus on what you do best, we will handle the rest. Services include:
IT Advice and Consulting
Helpdesk
Desktop Management
Server Management
Network Management
Cloud Computing Services
Workplace Teams and Personnel
John Smith, the managing director of the business is responsible for overlooking the business. Onefull-time business analyst and One full-time Junior business analystwill be employed to manageapplication developmentoperations. Team leaders will be employed as required by the number of projects. In addition, expert software developers will be contracted on project basis and casual programmers will beemployed on part-time/casual basis.
Communication Scenario
You are a team leader for IT projects. Your job tasks involve leading the communication internally with the director John Smith, managers, other project team leaders and staff. Externally, you involve leading communication with customers, suppliers (contractors), vendors and other technology providers. In this communication process, you are required to follow workplace communication protocols available in the policy manual. You are dealing with internal information such as IT projects undertaken by the workplace, technology application in projects, policies and procedures, communication protocols, project schedules, timelines, deliverables etc. You need external information such as technology providers (suppliers), vendor products and service specifications, price comparisons, legislative and regulatory requirements including intellectual property laws and information on competitors and their service offerings.
Organisation Chart
CEO John Smith
Manager (You)
Business Analysts 1 Dave Williams
Business Analysts 2 Natali Brook
Team Leader 1 Nancy Gray
Team Leader 2 Lim Francisco
Team Leader 3 Mary Liam
Software developers 30 part time and contract software developers
Above team leaders have one or more projects of technology services and solutions to both large and small companies especially software applications development. Team leader's job role involves communicating, presenting and negotiating with internal and external audiences. External audiences include: contract software application developers, national and international vendors, other technology service providers such as cloud computing, customers (small and large companies) and suppliers of technological equipment.
Team leaders have a major part of communication with varying audiences. One of the most important aspect of their role and responsibilities is to lead and communicate in the workplace to facilitate the work among all parties that contribute to make their applications optimize al performance by mapping strategic goals and objectives to IT initiatives.
Team leaders are supposed to:
present and negotiate persuasively using variety of communication styles relevant to varying audiences
address communication challenges for continuous improvement and
review and improve communication practices in the workplace.
