BSBXCM501 Manage And Review Communication Practices Case Study

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_2

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

Task 2 Specifications

• Email to Jamal
• Simulation with your Assessor
• Email to Jamal
• Email to Yanni
• Communication Protocols Evaluation Report
• Email to all employees and management

Scenario: John Readings Pty. Ltd.

The communication protocols you developed have been implemented across the organisation for several months with great success. The level of professionalism in both written communications such as internal and external emails has been noted.

There has also been an increase in positive feedback from suppliers and customers regarding the time it takes for calls and other enquires to be responded to which has increased the number of sales.

However, you have just received an email from one of your team (Yanni) who has formally complained about the way in which they are being addressed by another team member (Jamal) in any internal email communications they receive.

Yanni explained to Jamal that referring to him as a “Turban Head” when emailing him is offensive, inappropriate and does not meet the communication protocols and code of conduct.

Yanni has approached Jamal and asked them to refrain from their derogatory emails but he just laughed and said not to be so serious as it is only a joke and just walked away.

Yanni felt that this needs to be addressed as they feel uncomfortable, and they are trying to be professional in their role and this is disrupting their ability to work alongside Jamal.

1. Based on the scenario, draft an email to Jamal informing him of a time and date to meet as there has been a formal complaint raised regarding his use of workplace communication technology. The email must be a formal format as all communications will be filed in Jamal’s personnel file as a record of how this matter has been dealt with.
2. Book an appointment with your Assessor to undertake a meeting (as a role play) at John Readings. You must now undertake a meeting with Jamal to deal with the complaint and mentor Jamal to achieve the required communication goals and objectives established at John Readings.
   The Assessor will play the role of the Jamal during the simulation call. To prepare for the role play:
   Familiarise yourself with protocols for electronic and email communications you developed in Assessment 1 and the John Readings policies and procedures (including the code of conduct).
   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. Explained the purpose of the meeting
   2. Allowed Jamal to provide his reasoning for the behaviour
   3. Discussed his behaviour and why it is unacceptable in the workplace
   4. Negotiated a suitable outcome for the situation and addressed any challenges
   5. Confirmed the outcome and that you will continue to mentor and assist Jamal in understanding the workplace procedures. Include the methods you will use.
   6. Requested feedback from Jamal and how the policies and procedures could be communicated more effectively to avoid this type of situation reoccurring at John Readings
   7. Communicated clearly and succinctly to persuade Jamal and motivate him to communicate respectfully.
   
   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)
3. Following the meeting with Jamal, you must email Jamal to confirm the outcome of the meeting and the steps which will be taken to ensure that this situation is now resolved.
4. You must also email Yanni to notify him of the outcome and ensure him that this type of communication will no longer occur at John Readings. You must demonstrate that you are available in the future if needed.
5. With the communication protocols in place for several months now, the Operations Manager has requested an update on how communication in the Organistion has improved. For this task, create a document tiled: Communication Protocols Evaluation Report and address the points below in detail:
   1. Outline the successes of the new protocols
   2. Discuss the complaint raised by Yanni and how you have resolved the situation
   3. Based on the feedback received in both Assessment 1 and 2, detail two improvements you recommend to the current communication procedures and protocols to further enhance the organisation’s reputation and workplace culture.
6. The Operations Manager has approved the recommended improvements and has asked you to implement them immediately. Draft an email to all employees and management and detail the purpose of the email. Clearly explain the changes which must be implemented, effective immediately

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