BSBCMM201 Communicate in the workplace

Assessment Submission details:

1. Please include the following details at the top of your assessment:
   • Your Name
   • Your Student Id
   • Your Trainer’s name
   • Assessment Due Date
   • Actual Submission Date

Please Note: Any changes in the assessment due date must be approved by your trainer.

2. This assessment must be in Microsoft Word format. The following settings should be made for this assignment to keep consistency among all the assessments:

Body text	Page setup
·         Font: Times New Roman ·         Font size: 12 point ·         Line spacing: Double ·         Text style: Normal	·         Top: 2.54 cm ·         Bottom: 2.54 cm ·         Left: 3.17 cm ·         Right: 3.17 cm ·         Header: 1.25 cm ·         Footer: 1.25 cm

3. Do not forget to attach the Cover Sheet at the front of the assessment.
4. Make sure you have signed the Cover sheet to declare this is your own
5. You can e-mail this assessment to your trainer’s e-mail address with following details:

In ‘subject’ mention your ‘student Id – Your name’.

Achieving Competence:

To be deemed competent in this assessment you must:

• Correctly address all of the assessment requirements as described in this task
• Correctly address all of the submission instructions
• Successfully complete the Assessment Questions
• Submit assessment on or before the due date with an assessment cover sheet

Performance objective:

In this task, you are required to respond to a set of written questions.

Assessment description:

This assessment is in three parts.

• In Part A, you must answer the questions, writing your answers clearly in the spaces provided. All questions must be answered, and you must provide enough detail to demonstrate your knowledge. If you require more space to record your response, attach a page clearly marked with your name and the unit title.
• In Part B, you will prepare for a role-play based on a workplace scenario that is provided for
• In Part C, you will perform the role-play that you prepared for in Part B.

Complete all parts of the assessment with supporting documentation as required. Submit the assessment task in the required format and within the timeframe agreed with your assessor.

Assessment Questions:

• Read the questions below.
• Answer all the following
• Use a pen or provide a Word document with responses clearly labelled against questions.
• Submit a print or electronic version of your document containing answers to the questions in accordance with the specifications set out below.
• Notes from your practical task need to be attached to this assignment, clearly marked with your name, student number and class on each

Specifications

• You must provide:
• Written responses to all the questions listed

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:

• office equipment
• business resources
• workplace policies and procedures relating to communication
• case studies and, where possible, real situations
• interaction with others.

Required resources:

For this assessment, learners will need access to:

• the internet or other research tools
• role-play participants (or assessor)
• appendices to this task:
• Appendix 1: Organisational chart and site map
• Appendix 2: Contact list
• Appendix 3: Communication procedures.

Part A: Questions

1. In the table below, provide a short description of each different communication

Communication style	Description
Aggressive	Aggressive communication style is a style in which an individual expresses the feelings or the needs of the individual that are expressed in such a way that it violates the rights or it becomes verbally abusive to others (Tripathy, 2018).
Passive	A passive style of communication is a style in which an individual do not express their feelings or opinions by protecting the rights of other and the objective is only to meet with their own needs.

Assertive

An assertive style of communication is a style where any individual has to express their own views in a clear way and also directly without hurting the other’s feelings and respecting others’ rights.

2. Answer the following questions about communication
3. What are 5 barriers to communication?
4. What are 3 ways to overcome barriers to communication?

The three ways to overcome barriers to communication are

1. The communication should be clear and understandable
2. Communication should be in an appropriate language.
3. Communication should be on one topic at a time (Stich, et al., 2018).

Part B: Prepare for role-play

For Part B of this task, you will prepare for a role-play. In Part C you will participate in the role-play, responding to queries from customers and managers in person and by telephone.

You will be given time to read over the documents in preparation for the role-play.

Your assessor will record your performance in Part C using the observation checklist attached to this task. Familiarize yourself with the checklist prior to assessment so you know what is expected.

1. Prepare for the following scenario:

You work as a receptionist for a business called Delicious Chocolates. Delicious Chocolates makes a range of sugar- free chocolates. The business has several departments and operates on a large site. Today, you will be dealing with verbal requests for information (in person and over the phone) from customers and managers.

2. Read the following documents:
3. Appendix 1: Organisational chart and site map
4. Appendix 2: Contact list
5. Appendix 3: Communication procedures.

3. Your assessor will assume the roles outlined below or arrange for other role-play participants to play them:

1. Manager – The Office Manager needs your assistance in ordering office supplies. You need to find out what supplies are required, the quantity, delivery timeframe, budget and preferred supplier details. Once you have placed this order, you will need to communicate your progress to your
2. Customer – A customer calls the reception desk and requests to speak to the Warehouse Manager. This customer owns a delicatessen that stocks Delicious Chocolates. However, their most recent order has not yet arrived – it has been two weeks. They are calling from their mobile phone and the line sometimes drops out for a couple of seconds, interrupting
3. Delivery driver – A delivery driver walks into the reception office seeking information and directions to the despatch building onsite. English is the driver’s second language. He seems to have a basic understanding of English.

Answer:

Draft a Roleplay

a). For the roleplay with the manager there is a proper need to discuss the orders that are needed for the office and also there will proper communication that needs to be followed with the policies of the organization that are made for the supplies order. There will be assistance and information needed on the office supplies for this there will be the proper determination of the supplies that are needed, the budget of the supplies, and also the budget that is allocated for the supplies so that there will be no lack of budget for the office supplies. And it is important to take the supplier details that provide the best quality with the brand of the material and also there will be proper past order checked so that there will be no delays in delivery of supplies.

b). For the roleplay with the customer, there is a need to contact the warehouse manager so that he complains about the order that he placed two weeks ago of the delicious chocolate and he said that there is no arrival of order. And for assisting him there is a need for the order number so that there will be proper tracking of the order and also there will be a proper reason so that the customer can be satisfied. And the most problematic thing is that there will be no proper communication is not established as the customer is on a phone call and there is interruption of in phone call and communication and flow of the communication is breaking again and again so to handle this situation there will be proper assertive and passive communication style needed with the customer during the communication so that customer will get satisfied and also there are policies of the customer service of the organisation.

c). For the communication with the delivery driver there is a need for the English language that is preferred by the reception because for establishing good communication and both side communication there is a need to use a common language and also there will be the use of the language in which communication can be established and also there is the driver who needs help to give him proper direction so the communication should be polite and also assertive style

Part C: Role-play

4. Come to the role-play ready for For example:

1. dress appropriately
2. come prepared with pens and mobile phone
3. bring any procedures you need to refer to (see the appendices for this task).

5. Engage in discussions that demonstrate your ability to:

1. communicate positively in response to individual differences
2. use effective speaking, active listening and questioning techniques as required
3. provide prompt responses to queries
4. comply with organisational policies, plans and procedures
5. use strategies to overcome language and communication

Answer:

1. a) Roleplay with Manager

Manager: Hi, Good Morning.

Receptionist: Good Morning sir, how are you, sir?

Manager: I am fine and what about you?

Receptionist: I am also fine sir do you need any help sir that I can do for you?

Manager: Yes, I need your help. I am ordering the supplies that are important for the office work so that we will make the office supplies fulfilled so that there will be no corrections needed, for this, I need some of your help. I need you to write the things and make a list of them.

Receptionist: Ok sir, so I only need to list the office supplies for you or anything else you need help with from my side?

Manager: yes, as I am alone and not able to decide some things about the supplies of the office and also, I need some suggestions of the office supplies that what is quality and quantity that is needed for the office. There is also the price and budget of the supplies that need to be decided so that the supplies will be cost-effective and also all supplies will deliver on time and there will be a check of the records of the suppliers so that there will be on-time delivery of the supplies.

Receptionist: yes sir, I will help you but I have fewer ideas about the supplier for the office supplies and there will be less knowledge of the delivery but I will determine a better supplier for the supplies from records.

Manager: Ok thank you I will make a call when I need your help.

b). Roleplay with the customer (on the telephone)

Receptionist: Hello

Customer: Hello

Receptionist: Good Morning sir, this is the receptionist speaking from Delicious Chocolate, how may I help you?

Customer: Good Morning sir I need to talk to the warehouse manager.

Receptionist: ok sir, but may I know what is the problem that you are facing?

Customer: I have a problem with the delivery of the items that I ordered from your organisation 2 weeks ago and I ordered these items which I need tomorrow but yet the items are not delivered to me and I am getting irritated from waiting for last 2 weeks and you promised that you will deliver me within 5 days of the order.

Receptionist: ok Sir, calm down we are sorry that you face the problems about the delivery related but mostly we deliver our order on time but since last week we are getting problems about the delivery and these are because of the traffic and the delivery drivers were got ill so we are facing a shortage of the drivers. And also, we recruit new drivers and training for them is done and we will deliver the pending orders as soon as possible.

Customer: So, how much will it take to deliver my order?

Receptionist: Sir we will deliver your order first and we will deliver your order within 48 hours and just us time of 48 hours so we will serve you with the great service and inconvenience that you faced we are sorry.

Customer: ok deliver those items to me as soon as possible.

Receptionist: Thank you and have a nice day.

1. c) Roleplay with the Delivery driver

Delivery driver: Hello

Receptionist: hi how may I help you?

Delivery driver: sir, I am a delivery driver and came here to find a place of delivery so that I can deliver the supplies that are ordered from here and I am not able to find the person for the delivery.

Receptionist: ok did you call the person?

Delivery driver: yes, I called him but no answer is received from the other side and I tried many times.

Receptionist: ok, show me the address so that I can help you with better support and also I will help don’t worry about the delivery.

Delivery driver: ok sir.

The delivery driver showed the address that is on the card and asked the receptionist so that there will be the proper direction to get by the reception.

Receptionist: ok this address is near here only but the building that you want to deliver the supplies to. The building is if you are from here and take the next left and move 200m then there is a building that is written as the warehouse, and you will find a man standing and you will find the address that you want.

Delivery driver: ok thank you sir for the help it means a lot to me.

Receptionist: Welcome sir.

Part D: Reflection

6. Write a short reflection about the role-play. In this reflection, include the following:

1. What organisational policies and procedures did you need to follow?
2. Explain at least 1 way you overcame communication
3. Describe at least 1 active listening skill you demonstrated in this role-play. How did it contribute to your communication?

Answer:

The above conversations are required for communication skills that are needed for different situations and also communication depends on the person to whom it is communication and this will need a piece of proper knowledge and also experience of the work. For the job of the receptionist of any organisation, there is a requirement of the communication styles because he/she needs to communicate with different people with a different mindset so for this, there needs to be proper information about the organisation’s policies, that receptionist can provide information of the organisation (Clement & Murugavel ,2018).

In the case when reception is talking to the senior manager he needs to be very respective towards and also the orders that are given by him should be followed and the nature should be polite so that seniors notice first the nature of the person for the reception because I will the first point of communication and the impression to guest or any customer is seen in my behaviour and from my behaviour they image of the organisation (Chory & Gillen ,2020).

As a receptionist job, I learned many things that it is important you should know different communication styles so that there will be proper information can be provided in appropriate behaviour. The most important thing that I learn is that there is always the maintenance of professionalism throughout your role because this is important to maintain the language and behaviour as you are the first person that gives the information.

For better communication, you should know the different languages so that there will be proper communication can be done with different kinds of customers. In the roleplay with the customer, it is noticed that you should keep calm so that there will be proper information and communication can be given to the customer. the most problematic thing is that there will be no proper communication is not established as the customer is on a phone call and there is interruption of in phone call and communication and flow of the communication is breaking again and again so to handle this situation there will be proper assertive and passive communication style needed with the customer.

The communication with the delivery driver there is a need for the English language that is preferred by the reception because for establishing good communication and both side communication there is a need to use a common language and also there will be the use of the language in which communication can be established (Ljajić & Pirsl ,2021).

Complete workplace documentation and correspondence

Assessment Submission details:

1. Please include following details on the top of your assessment:
   • Your Name
   • Your Student Id
   • Your Trainer’s name
   • Assessment Due Date
   • Actual Submission Date

Please Note: Any changes in the assessment due date must be approved by your trainer.

2. This assessment must be in Microsoft word format. Following settings should be made for this assignment to keep consistency among all the assessments:

Body text	Page setup
·         Font: Times New Roman ·         Font size: 12 point ·         Line spacing: Double ·         Text style: Normal	·         Top: 2.54 cm ·         Bottom: 2.54 cm ·         Left: 3.17 cm ·         Right: 3.17 cm ·         Header: 1.25 cm ·         Footer: 1.25 cm

3. Do not forget to attach the Cover Sheet at the front of the assessment.
4. Make sure you have signed the Cover sheet to declare this is your own
5. You can e-mail this assessment to your trainer’s e-mail address with following details:

In ‘subject’ mention your ‘student Id – Your name’.

Achieving Competence:

To be deemed competent in this assessment you must:

• Correctly address all of the assessment requirements as described in this task
• Correctly address all of the submission instructions
• Successfully complete the Assessment Questions
• Submit assessment on or before the due date with an assessment cover sheet

Performance objective:

In this task, you are required to respond to a set of written questions. This activity will enable you to demonstrate the following performance evidence:

• Communicate information and ideas verbally and non-verbally, taking cultural differences and language barriers into consideration
• Produce written material, used routinely in day to day work, which is clear, concise and effectively convey the intended meaning to the recipient
• Complete workplace forms
• Use style, format and level of accuracy appropriate to the type of written material
• Provide prompt responses to requests for information in accordance with organisational

Assessment description:

In this task, you will respond to an email from an existing client.

Complete all parts of the assessment with supporting documentation as required. Submit the assessment task in the required format and within the timeframe agreed with your assessor.

Assessment Questions:

• Read the questions below.
• Answer all the following
• Use a pen or provide a Word document with responses clearly labelled against questions.
• Submit a print or electronic version of your document containing answers to the questions in accordance with the specifications set out below.
• Notes from your practical task need to be attached to this assignment, clearly marked with your name, student number and class on each

Specifications

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:

• office equipment
• business resources
• workplace policies and procedures relating to communication
• case studies and, where possible, real situations
• interaction with others.

Required resources:

For this assessment, learners will need access to:

• a computer with email software (e.g., Microsoft Outlook)
• appendices to this task:
• Appendix 1: Planning checklist
• Appendix 2: Style guide for written communication
• Appendix 3: Email templates.

Procedure:

1. You have received an email from an existing It reads as follows:
2. Use Appendix 2.1 to complete a planning checklist for two emails that seek feedback and ideas for a loyalty One email will be addressed to the marketing team, and the other will be addressed to a selection of long-term and loyal clients.
3. Read the style guide for written communication (Appendix 2.2) and email templates (Appendix 2.3), before you begin to draft your two

Your emails must address:

4. the purpose of the communication
5. an overview of what the customer loyalty program would look like
6. benefits of the loyalty program to each respective
7. the need for their feedback and input regarding the idea
8. a summary of the next steps, i.e. taking this idea to the Sales Manager. Your assessor will provide you with a timeframe in which to achieve this
9. Prepare drafts of the two emails.
10. Use the correct fields (To/Cc/Bcc) for addressing the email internally or externally, keeping in mind the privacy of external clients.
11. Check that spelling, punctuation and grammar are
12. Ensure the emails are worded appropriately for each audience, using clear and concise language that will be understood by
13. Include all required elements (salutation, subject line, content).
14. Use the company
15. Comply with the company style guide and use a clear, concise and easy to read format.
16. Comply with the relevant organisational and legislative requirements.
17. Request feedback and input about the

5. Check your Review whether any changes need to be made and include them in your final emails.
6. Complete the two
7. Send the emails to your assessor within the designated

Answer:

Planning component	Your plan
Audience Who will receive your document? Why?	Marketing Manager and Manager. Because the plan of the loyalty program is suggested by the client and this will be received by the managers so, that there will be proper information so that they will give feedback and mention it in their records.
Purpose What is the purpose of your document?	The purpose of the document is communication that will bring more transparency to the communication style. And also, the purpose is information on the feedback that is very important for the organization.
Equipment Should your document be written in Word, Excel, PowerPoint, Outlook etc.? Why?	The document should be in the form of an email but the attachment should be in the form of a word document so that the information through email will reach everyone to whom it is sent and the word document is easy to print in the form of hardcopy and this is printable on the A4 size paper.
Key points What key points need to be in your document and why?	The key points that are included in the document are: 1. Subject of the document that should be precise so that there will be a proper idea about the program 2. The language of the content should be simple and professional so that senior management can understand it properly. 3. The content should be to the point and includes all the point with the proper reason 4. Salvation to the senior manager should mention in the document that is addressed to the senior manager (Arvanitis & Loukis ,2015).
Organisational protocols What protocols do you need to take into account? See the style guide.	The organizational protocols that need to be followed are the communication policies and procedures with the proper need for transparency.
Timeframe When is this document due? What steps do you need to take to ensure you complete this document on time?	The document needs to be complete within a week so that decision can be taken. And for this, there will be a proper formal meeting with the stakeholders.

 E-mail to Manager

To: Manager@dc.com.au

Cc:

Bcc:

From: reception@dc.com.au

Date:

Subject: About the feedback on the customer loyalty program

Dear sir, This mail is to inform you that we have received feedback on how to improve the communication strategy with the customer so there was a program that we can use to launch the customer loyalty program for the customer so that there will be retention of the customers can be possible through this small program and also there will be motivation in the customers. Thank you Kind regards, ABC Receptionist DC

E-mail to the Marketing team

To: Marketingteam@dc.com.au

Cc:

Bcc:

From: reception@dc.com.au

Date: 26-09-2022

Subject: promotion for the customer loyalty program

Dear sir, This mail is to inform you that we have received feedback on how to improve the communication strategy with the customer so there was a program that we can use to launch the customer loyalty program for the customer so that there will be retention of the customer and for this it your responsibility and in this way, there will be more growth into the organization. Thank you Kind regards, ABC Receptionist DC

Comments, declaration, and signature

·         Assessor comments	·
·         Assessor name	·
·         Assessor declaration	·         I declare that all requirements in Assessment Task 2 have been satisfactorily completed and verbally authenticated if required.
·         Assessor signature	·	·	·

 

·         Learner name	·
·         Learner declaration	·         I declare that I have been informed of and accept the results of this part of my assessment.
·         Learner signature	·	·	·

Appendices:

Appendix 2.1: Planning checklist 

Planning component	Your plan
Audience Who will receive your document? Why?
Purpose What is the purpose of your document?
Equipment Should your document be written in Word, Excel, PowerPoint, Outlook etc? Why?
Key points What key points need to be in your document and why?
Organisational protocols What protocols do you need to take into account? See the style guide.
Timeframe When is this document due? What steps do you need to take to ensure you complete this document on time?

Appendix 2.2: Style guide for written communication

External letters

1. Letters should be used for all written communications to government departments and external
2. Letters should be in the form of the letter template, and must always include:

1. the Delicious Chocolates company logo
2. a subject line in bold format, setting out the subject of the letter
3. a date, which should be the date upon which the letter was signed and
4. Only general managers and the chief executive can sign letters addressed to government department
5. Letters should always use the salutation ‘Dear Mr’, ‘Dear Ms’ or ‘Dear Dr’ (as appropriate) followed by the addressee’s last name, unless the sender personally knows the addressee, in which case their first name can be used (e.g. ‘Dear Bob’).
6. Letters should always be signed ‘Yours sincerely’ followed by the signatory’s name and job title in bold format

(Signature Block).

6. Letters should indicate whether any documents are attached or enclosed with the letter by use of the term

‘enc.’ directly beneath the Signature Block.

7. Capital letters should only be used for proper nouns (e.g. the names of people and places) and at the start of
8. Underlining and italics should not be used to emphasise the subject line, or any other information. For emphasis, bold format may be used, but only sparingly.
9. A copy must be made of letters once they are signed, and before they are sent. The copy should display the words ‘copy’ and ‘sent’ in the top right-hand corner, preferably by way of an ink stamp, or neat handwriting using capital letters.

Emails

1. Emails can be used for internal and external
2. Emails should be in the form of the email template provided (Appendix 2.3) and should not display the Delicious Chocolates company logo.
3. Any staff member can prepare and send an internal email and must indicate their name in the ‘From’ section

of the template.

4. External emails to more than one client should be addressed via the Bcc field. Bcc hides individual email addresses in the interests of client
5. Keep subject lines short and clear – limit to 50
6. Avoid jargon and use words familiar to recipients. Jargon is acceptable for internal emails to colleagues who share the same
7. Align text to the left and use 12 pt font.
8. Put key message within upper-third section of your
9. Only use white as a background
10. Images and documents should be attached to emails, not

Appendix 2.3: Email templates

To:

Cc:

Bcc:

From:

Date:

Subject:

To:

Cc:

Bcc:

From:

Date:

Subject:

 

Unit code and title:	BSBCMM201 Communicate in the workplace
Learner name:		Learner signature:		Date:
Assessor name:		Assessor signature:		Date:

1. Name at least two forms of (Write the answer in the space provided.)

2.   What is the usual term for a short and informal meeting to hand over from one shift to the next?

(Circle the correct answer.)

1. memo
2. facsimile
3. business letter
4. briefing

3.  True or False? Feedback from external customers is usually opinionated and should never be used to adjust your existing procedures. (Circle the correct answer.)=

1. True
2. False

4.    Written communication is best understood when it flows in a (Circle the correct answer.)

1. 1. logical
   2. confusing
   3. passive
   4. random

5.       True or False? It is not uncommon for staff to feel nervous when conversing with management, and some managers can find it hard to be candid with staff. (Circle the correct answer

1. True
2. False

Unit code and title:	BSBCMM201 Communicate in the workplace
Learner name:		Learner signature:		Date:
Assessor name:		Assessor signature:		Date:

1. What is one benefit of a socially and culturally inclusive workplace? (Write the answer in the space )

Answer:

The communication will be uniform and also need of cross-culture

1. What is the name of legislation that helps keep employees safe and healthy in a workplace? (Circle the correct )
2. EEO legislation
3. WHS legislation
4. EPA legislation
5. WAR legislation

3.   True or False? Colleagues from other cultures should be forced to replace their culture and adapt to the Australian way of life. (Circle the correct answer.)

1. True False

4.   What is the name for a manual that includes guidelines for how letters should be written? (Circle the correct )

1. facsimile
2. memorandum
3. style guide
4. log sheet

5.  True or False? All communication should be clear, concise and accurate and must reflect organisational guidelines. (Circle the correct answer.)

1. True False

References

Arvanitis, S., & Loukis, E. (2015). Employee education, information and communication technologies, workplace organization, and trade: a comparative analysis of Greek and Swiss firms. Industrial and corporate change, 24(6), 1417-1442.

Chory, R. M., & Gillen Hoke, H. (2020). Coworkers’ perceptions of, and communication with, workplace romance participants: Proposing and testing a model. International Journal of Business Communication, 2329488420908321.

Clement, A., & Murugavel, T. (2018). English for the workplace: The importance of English language skills for effective performance. The English Classroom, 20(1), 1-15.

Ljajić, S., & Pirsl, D. (2021). The role of internal communication and workplace language in positioning of organizations. Društvene i humanističke studije, 6(1 (14)), 441-452.

Stich, J. F., Tarafdar, M., & Cooper, C. L. (2018). Electronic communication in the workplace: boon or bane?. Journal of Organizational Effectiveness: People and Performance.

Tripathy, M. (2018). Role of creative thinking as an imperative tool in communication at workplace. Journal of Organizational Culture, Communications and Conflict, 22(2), 1-7.