BSBXCM501 Develop And Coordinate Communication Case Study Assessment

Assessment Description

This assessment pack requires the learner to contribute to the control of a projects scope within an organization. To complete this comprehensive assessment, the learner must complete 2 assessment tasks. For a task to be considered satisfactory, all elements of it must be complete.

On completion of the 2 tasks, the learner will demonstrate that they can:

• Establish communication protocols
• Coordinate effective communication
• Present and negotiate persuasively
• Review communication practices

Introduction

Before you commence this Learner Assessment Pack, you must ensure that you have a good understanding of this subject by completing all of the learning materials, learning activities and quiz included in this unit. You must also make sure that you understand the assessment requirements – by reading this document carefully.

All students who have nominated a third party for their course must provide a completed thirdparty evidence collection form for this unit. You can nominate a third party here. Download the third party evidence collection form for this unit here. Ask your nominated and approved third party to complete the form and submit the completed evidence collection form with your assessment.

All documents submitted for this assessment must:

• Be correctly named
• Be professionally presented and typed
• Have your name in the footer of each page of the document
• Include a bibliography and in text citations using the author date method for more information click here.

We recommend that you submit all assessment documents in a zipped folder. Click on the Assessments tab within the unit and use the Assessment Submission field to attach your zipped folder.

NOTE: This assessment must be undertaken only using the John Readings case study organisation and cannot be undertaken based on your workplace.

Task Description

For this assessment you are required to provide responses based on: John Readings (Case Study)

NOTE: Ensure you keep a copy of this completed assessment for future use.

This task is to be completed in your own time and once you have completed the program of learning for this unit. The answers and all relevant documents must all be submitted for assessment.

It is recommended that you create an assessment folder for all of the documents required for this assessment. When saving files be sure to clearly identify the related task for example:

• BSBXCM501_Assessment_Task_1

You must answer all questions correctly to demonstrate knowledge performance and/or complete all tasks satisfactorily to demonstrate task application.

Task 1 Specifications

• Information Review Document
• John Readings Communication Protocol
• Email to all team members
• Power Point Presentation 8 – 10 slides
• Simulation with your Assessor
• Email to team with feedback form
• Email to the Operations Manager

Scenario: John Readings Pty. Ltd.

As part of the management team at John Readings, you are responsible for leading communication in the workplace and ensuring that your team adhere to all workplace policies and procedures.

The Operations Manager has just held a meeting with all managers to inform them of issues related to the use of electronic communications and breaches of privacy and the code of conduct.

Whist the situation has been dealt with; the operations manager wants specific communications delivered to each team regarding the expected behaviours at John Readings.

In addition to providing a general communication protocol, it is essential that all employees at John Readings are reminded of the Electronic Communications Policy as this has been identified as a high risk – based on the recent incident.

All managers are required to review the relevant procedures, develop appropriate communication protocols and any supporting materials and to deliver the message to their respective teams.

Because John Readings has several locations including the cafés, it is necessary for any communications to be adapted and delivered in writing and verbally to all teams to ensure that everyone is informed of the expected standard of behaviours.

As part of the instructions provided at the meeting the Operations Manager has requested that you lead this task and you will need to:

• Develop the protocols for both written and verbal communications which meet the standards established in the policies and procedures at John Readings Develop a communication procedure
• Prepare a presentation to support the protocols and procedure you develop

Once implemented, you will need to mentor and guide your team to ensure that the protocols and procedure are effective and based on feedback you obtain, address any improvements which may be needed to the communication processes In preparation for the assessments, you will need to read and refer to the scenario and the following John Readings documents:

• John Readings Policy Privacy
• John Readings Code of Conduct
• John Readings Electronic Communications Policy and Procedures

1. For this task you need to review the John Readings documents to determine the information which needs to be communicated across the organisation. Using the organisations documents, create a document titled – Information Review Document and address each point below in detail:
   Analyse the John Readings documents and detail the information which needs to be communicated to the team regarding:
   1. Privacy of personal and workplace information
   2. Five key points within the John Readings Code of Conduct which all employees must adhere to
   3. Inappropriate use of information and how it is communicated electronically. You will need to summarise the key points from this section of the procedure
   4. Define cross cultural communication, its importance in all workplace communication and the techniques which employees need to utilise.
   5. The impact of how information is communicated both internally and externally to the organisation’s reputation and culture
   6. Outline three challenges which may need to be addressed when communicating information in the workplace and how these will be addressed to remove any barriers
2. For this task you need to conduct research into communication protocols, and a professional format which is appropriate. Using the information, you have analysed in Question 1, create
   A document titled: John Readings Communication Protocol and address the points below:
3. Provide an overview of the privacy and confidentiality which must be maintained when communicating information on behalf of John Readings. Include a brief overview of the Privacy legislation.
4. Outline the role and responsibility (who do they communicate with? How often etc) regarding workplace communications for:
   • Managers
   • Employees
5. Communication protocols for telephone use:
   • Internal communication
   • External communication
6. Communication protocols for issuing internal memos
7. Communication protocols for electronic communications including:
   • Use of emails – you will need to establish the protocols for sending and receiving emails and the expected behaviour
   • Personal use of John Readings electronic communication technology
   • Action which will be taken if there is any serious or repeated inappropriate use of the organisation’s electronic communication equipment.
8. Provide a procedure for negotiation and conflict management to address any issues related to communication of information at John Readings.
9. Discuss the importance of mentoring and coaching in the workplace to assist the team with implementing the communication protocols and practices to meet the legal and organisational requirements. Explain how you will provide this assistance (what methods will you use)
10. List and outline two additional legislations which the team must understand and apply when communication internally and externally as part of their roles and responsibilities.

• The Operations Manager is happy with the analysis and protocols you have developed and would like you to distribute the John Readings Communication Protocol to your team via email and arrange a training session to mentor your team and reinforce the protocols you have developed. For this task, draft an email to all team members and attach the John Readings Communication Protocol. Explain the purpose of the email and notify all team members of the training session they are required to attend.
• To prepare for the training session you need to summarise the protocols you have developed and deliver it as a Power Point presentation. Create a presentation which highlights the key points from each section of your protocols, including the privacy and other legal requirements that must be adhered to. Use images, uploaded videos or any other creative options to enhance the presentation and your ability to communicate the protocols clearly. The presentation must be 8 – 10 slides and capture the key information.
• Book an appointment with your Assessor to undertake a meeting (as a video role play) at John Readings. You must now undertake a meeting with the team to discuss the privacy of information and communication protocols.
  The Assessor will play the role of the team during the simulation video call. To prepare for the role play:
  Review the protocols you developed and your presentation so that you can answer any questions presented to you by the “team”.
  Ensure that you address all criteria listed below and that your responses are clear, detailed and reflect the appropriate tone and vocabulary for the context.
  When booking the simulation, we recommend you allow for 30 minutes to ensure you have sufficient time to allow for general greetings and preparation with the assessor. Plan the simulation carefully to reduce time required to prepare and conduct the simulation e.g. if you have documents which must be used – send to the assessor prior to the designated time allocated etc.
  The actual time for the simulation will generally be completed between a minimum of 10 minutes and a maximum of 20 minutes.
  During the role play you will need to demonstrate that you have:
  1. Presented and discussed all points in the PowerPoint slides
  2. Used effective communication skills to positively influence the team to understand the importance of communication
  3. Confirmed that the team understand the importance of adhering to the workplace procedures
  4. Explained and motivate the team to communicate respectfully at all times using culturally appropriate methods (you need to explain the methods to the team).
  
  When you are ready to complete this task, schedule a simulation call appointment with your Assessor using the link here.
  A follow up interview may also be required (at the discretion of the assessor)
  Once you have completed your role-play, continue working through this Learner Assessment Pack.
• Using the feedback form located here, email the team (your assessor) and explain the importance of providing feedback and request they submit the completed form for review to address any communication challenges.
  NOTE: You must submit the documents for Question 6 to your assessor as a pre assessment submission at least three days prior to your simulation call. On the Assessments tab of this unit attach your documents in the Pre-Assessment Submission portal. Your assessor will provide you with feedback.
• The training session was a success, and you must update the Operations Manager. Draft an email to the Operations Manager (using the correct protocols) and summarise the session you delivered, the feedback you received and why you feel it was successful. You will also need to include one improvement you feel should be made to further improve the communication processes at John Readings.

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