Assessment Task 1
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
| Unit Title
Unit Code |
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| Student name | ||
| Student ID number | ||
| Student signature | Date | |
| Task Number | ||
| ——OFFICE USE ONLY—–
For Trainer and Assessor to complete: ◻ Student requested reasonable adjustment for the assessment |
| Question | Marking Sheet – Assessor to complete.
Did the student satisfactorily address each question as instructed: |
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| Completed satisfactorily | ||||
| S | NYS | DNS | Comments | |
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| Question 2 | ||||
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| Question 6 | ||||
| Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐ | ||||
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| Assessor Name:
Assessor Signature: Date: |
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Task 1 – Knowledge Questionnaire
| Task summary and instructions | |
| What is this assessment task about? | This assessment is a written questionnaire with a mix of objective and subjective questions.
The questionnaire is designed to meet the knowledge required to meet the unit requirements safely and effectively. The questions focus on the knowledge evidence required for this unit of competency: · features of engagement models, benefits and applications · forms and methods of stakeholder engagement · features of several means, media and methods of communication · features of various types and roles of program stakeholders · features of relevant organisation policies and procedures · program and organisational objectives. Your assessor will be looking for demonstrated evidence of your ability to answer the questions satisfactorily, follow instructions, conduct online research and review real or simulated business documentation as instructed. |
| What do I need to do to complete this task satisfactorily? | · submit your answers to the questions within the set timeframe,
· answer all questions as instructed, · answer all questions using your own words and reference any sources appropriately, · all questions must be answered satisfactorily. It is advisable to: · review the questions carefully, · answer the questions using online research and the learning material provided for the unit and by reviewing real or simulated relevant business documentation (such as policies and procedures), · further research the topics addressed in each question. |
| Specifications | You must submit to GOALS the
· assessment coversheet, · answers to all questions, · references. |
| Resources and equipment | • computer with Internet access,
• access to Microsoft Office suites or similar software, • learning material. |
| Re-submission opportunities | You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the task. |
Answer all the questions below:
Question 1
Select two (2) engagement models and describe their key features, their benefits and applications.
(50-100 words/model)
| Engagement Model | Description |
| The Deloitte model | It is known and defined the work for the employee plan and the management. They need to defined and understand their structure and their plans. After this they need to work for the followers and also understand their engagement towards the company. |
| the zinger mode | The use of humors, sarcasm, wit, and clever comebacks to make a point or express a concept are essential components of zinger mode. Making communication more amusing, memorable, and engaging are advantages. Zinger style has uses in comedy, public speaking, social media, and casual interactions. |
Question 2
List three (3) forms and methods of stakeholder engagement. Select one and explain why and how you would use it in a program (50-100 words).
| List |
| Interviews: Direct discussions with stakeholders to elicit their ideas, viewpoints, and input on a project or programmers. |
| Online forums: Interactive web-based platforms that let participants in a programmer or project talk about and give comments on particular subjects. |
| Workshops for co-creation: Collaborative meetings with stakeholders to create features and solutions for programmers that address their needs and expectations. |
| Select one and explain why you would use it in a program |
| As it allows people to actively engage in the design and development of programmer features, co-creation workshops would be a useful way for including stakeholders in a programmer and ensuring that their requirements and expectations are met (Leonidou, et al., 2020). |
Question 3
Select five (5) means, media and methods of communication. Outline their features (how they work, benefits, when they are used, for example). (30-50 words/each)
| Means, media and methods of communication | Outline |
| Text-based communications, attachments, and hyperlinks can all be sent and received electronically between different people or groups of people. Fast delivery, traceability, and simplicity of use are all advantages. It is utilized for exchanging information, collaboration, and both formal and informal communication. | |
| Phone | the use of landlines or mobile devices for voice-based communication. Real-time communication, promptness, and personalization are advantages. Direct communication, problem-solving, and relationship-building are all accomplished through it. |
| Video conferencing | Online gatherings that let people from different locations communicate via audio and video in real time. Face-to-face communication, inclusion, and flexibility are advantages. It is utilized for remote work, team meetings, and virtual communication. |
| Social media | platforms available on the internet that let users engage, share material, and communicate. Widespread reach, interaction, and engagement are advantages. It is employed in marketing, branding, providing for customers, and networking. |
| In-person meetings | physical meetings of people or groups that take place face to face. Socialisation, nonverbal clues, and interpersonal connection are advantages. It is employed in negotiations, team development, and formal or casual communication. |
Question 4
Reflect on the stakeholders in your program (the program you are using in your assessment work). Outline the key features of five (5) different types and roles of program stakeholders.
Features may include: their role in the program, what they are responsible for, what expertise they can bring, what they are accountable for, desired attributes, what they can approve/reject. (30-50 words/stakeholder group or individuals)
| Stakeholder group or individuals | Outline |
| Participants | Individuals who participate actively in the programme and gain from its activities or services. They are the main participants, and the success of the programme depends on their opinions and input. |
| Sponsors | people or groups who provide money or other resources to help the program’s efforts. They may have certain demands or expectations and have a stake in the program’s achievements (Shackleton, et al., 2019). |
| Program staff | those responsible for organising and carrying out the program’s operations, services, and activities. They are in charge of making sure that the programmes are effective, efficient, and of high quality. |
| Collaborators | Partners or organisations that collaborate on the programme and contribute supplementary services, knowledge, or resources. They could support the success of the programme by supporting its vision and mission. |
| Policy makers | the people or organisations in charge of creating and carrying out policies pertaining to the program’s operations, services, or results. They might offer direction, support, or monitoring of regulations, and they might be affected by the program’s outcomes and effects. |
Question 5
Outline the key content/features of three (3) organisational policies and procedures that you would consult as a program manager when managing and engaging stakeholders.
To help you with your answer, think about the program that you are developing for your assessment work and the policies and procedures provided for the sponsoring organisation.
(40-80 words/policy and procedures)
| Policies and procedures | Outline |
| Stakeholder engagement policy | The method and tactics the programme will use to include stakeholders throughout the project life cycle are described in this policy. Stakeholder identification, analysis, communication, involvement, and feedback systems may all be covered. |
| Conflict of interest policy | This policy outlines methods and recommendations for spotting and handling any conflicts of interest between stakeholders and the programme. It could contain demands for conflict disclosure, mitigation, and resolution as well as penalties for non-compliance (Smith, et al., 2020). |
| Communication and information-sharing policy | This policy outlines the program’s guidelines and practises for information sharing and internal and external communication. Roles and duties for communication and information management, as well as recommendations on communication channels, protocols, standards, and tools, may all be included. |
Question 6
Define two (2) program and three (3) organisational objectives that stakeholder engagement may support. To help you with your answer, think about the program that you are developing for your assessment work.
| Program objectives | Increase the targeted beneficiaries’ involvement and participation in the program’s activities, services, or goods. |
| Through stakeholder comments and input, the programme can be made more relevant, effective, and impactful. | |
| Organisational objectives | Increase stakeholder trust, loyalty, and happiness by offering worthwhile chances for interaction, communication, and feedback. |
| By establishing trusting connections, a mutual understanding, and a common vision and objectives, you may encourage stakeholder engagement, partnership, and support (Camden, 2015). | |
| By attending to the concerns, needs, and expectations of stakeholders and by upholding the moral and legal norms of involvement, compliance, accountability, and transparency are ensured. |
References
| Please include your references below:
Camden, C., Shikako-Thomas, K., Nguyen, T., Graham, E., Thomas, A., Sprung, J., … & Russell, D. J. (2015). Engaging stakeholders in rehabilitation research: a scoping review of strategies used in partnerships and evaluation of impacts. Disability and rehabilitation, 37(15), 1390-1400. Leonidou, E., Christofi, M., Vrontis, D., & Thrassou, A. (2020). An integrative framework of stakeholder engagement for innovation management and entrepreneurship development. Journal of Business Research, 119, 245-258. Shackleton, R. T., Adriaens, T., Brundu, G., Dehnen-Schmutz, K., Estévez, R. A., Fried, J., … & Richardson, D. M. (2019). Stakeholder engagement in the study and management of invasive alien species. Journal of environmental management, 229, 88-101. Smith, I., Hicks, C., & McGovern, T. (2020). Adapting Lean methods to facilitate stakeholder engagement and co-design in healthcare. Bmj, 368. |
Assessment Task 2
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
| Unit Title
Unit Code |
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| Student name | ||
| Student ID number | ||
| Student signature | Date | |
| Task Number | ||
| ——OFFICE USE ONLY—–
For Trainer and Assessor to complete: ◻ Student requested reasonable adjustment for the assessment |
| Completed successfully
Did the student satisfactorily: |
Comments | Y | N | DNS |
| The student has satisfactorily completed and submitted the following:
· Stakeholder register in Task 2.1A · Stakeholder report in Task 2.1B · Email to project managers in Task 2.1B · Stakeholder engagement plan in Task 2.2 · Communication plan in Task 2.3 · Observation checklist in Task 2.4 · Record of agreed changes to plans in Task 2.4 |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Identify and document program stakeholders and their communication needs as they apply to the given program of work · Investigate and document interests and expectations of key stakeholders for making program decisions · Develop approaches to influence ongoing stakeholder commitment according to organisational policies and procedures This is evidenced by: · Stakeholder register in Task 2.1A · Communication plan in Task 2.3 · Stakeholder engagement plan in Task 2.2 |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Engage with pertinent stakeholders and agree on communication approaches in accordance with organisational policies and procedures · Implement approaches to influence ongoing stakeholder commitment according to organisational policies and procedures This is evidenced by: · Email to project managers in Task 2.1B · Observation checklist in Task 2.4 · Record of agreed changes to plans in Task 2.4 |
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☐ | ☐ | ☐ |
| Demonstrated ability to:
· Communicate information as planned and address identified variances · Communicate information as planned and address identified variances · Monitor communication interfaces among constituent projects, and align to relevant program objectives’ · Share evolving stakeholder interests and expectations across the program · Use different communication approaches in different stakeholder contexts · Provide examples of internal and external stakeholder communications, both formal and informal used in the workplace This is evidenced by: · Stakeholder report in Task 2.1B · Email to project managers in Task 2.1B · Observation checklist in Task 2.4 · Record of agreed changes to plans in Task 2.4 |
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☐ | ☐ | ☐ |
| Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐ | ||||
| Student Name: | ||||
| Assessor Name:
Assessor Signature: Date: |
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Task 2 – Engage stakeholders
| Task summary and instructions | |
| What is this assessment task about? | Please refer to the program scenario and the simulated work environment provided for the course.
You are the Program Manager engaged by the sponsoring organisation to: a) Communicate with program stakeholders b) Manage stakeholder commitment c) Assess the effectiveness of stakeholder engagement This task will focus on point a) and b). The trainer and assessor will play the role of the Program Sponsor in simulated work conditions. Consult with them as required. The trainer and assessor, in their role as Program Sponsor, will provide feedback on how program leadership was implemented in the program. 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: · Identify and document program stakeholders and their communication needs as they apply to the given program of work · Engage with pertinent stakeholders and agree on communication approaches in accordance with organisational policies and procedures · Communicate information as planned and address identified variances · Monitor communication interfaces among constituent projects, and align to relevant program objectives · Investigate and document interests and expectations of key stakeholders for making program decisions · Develop and implement approaches to influence ongoing stakeholder commitment according to organisational policies and procedures · Share evolving stakeholder interests and expectations across the program · Use different communication approaches in different stakeholder context · Provide examples of internal and external stakeholder communications, both formal and informal used in the workplace Your assessor will be looking for demonstrated evidence of your competency in the above. You are required to address the following: · Task 2.1 Stakeholder Register
· Task 2.2 Stakeholder engagement plan
· Task 2.3 Communication Plan
· Task 2.4 Review the stakeholder engagement and communication approach
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| What do I need to do to complete this task satisfactorily? | · submit the completed assessment tasks, according to instructions,
· complete the tasks with sufficient detail and present them in a professional manner, · use your own words and reference sources appropriately, · meet the word count where required, · use the scenario provided, · use the templates provided where required, · for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria, · if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance. |
| Specifications | You must deliver/participate in:
· Meet with relevant stakeholders in week 4 to consult on and finalise the stakeholder engagement plans and systems. You must submit to GOALS · Stakeholder register · Stakeholder report · Email to project managers · Stakeholder engagement plan · Communication plan · Observation checklist · Record of agreed changes to plans |
| Resources and equipment | • Computer with Internet access
• Access to Microsoft Office suites or similar software • Learning material • Scenario for assessment as provided • Appendices as provided • Relevant policies and procedures as provided • Templates as provided |
| Re-submission opportunities | You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. |
Complete the following activities:
Task 2.1 Stakeholder Register
This task requires you to:
- Develop a written report to introduce the stakeholder register.
- Develop a written stakeholder register.
- Register
- Design and populate a stakeholder register (20-25 program stakeholders – individual or groups; internal and external) for your program that includes the following:
- Category/ID (optional)
- Stakeholder Name
- Role/Position/Department
- Contact Details
- Areas of influence
- Influence/Power
- Interest/Preference
- Program Manager Expectations (what the PM expects from those stakeholders)
Note: the use of Excel is recommended.
Submit the register with your assessment.
- Report
- Develop a written report directed to the project managers (Template 1) to introduce them to the stakeholder register (100-150 words) where you address the following points:
- Inclusions
- Inform the project managers about the method used to identify program stakeholders. (How the program stakeholders were identified, internally and externally to the program)
- Inform the project managers about the method used to categorise program stakeholders
- Inform the project managers about the methods used to analyse program stakeholders
- Inform the project managers about how the stakeholder register integrates program components (for example, from all different projects)
- Outline the process chosen for the stakeholder register’s updates
- Outline the process chosen to share the stakeholder register across program teams (include any process related to confidentiality and/or level of access)
- Write an email to the project managers to introduce the report (Template 2).
Template 1 -Report
| Program Stakeholder Register – Report | |
| Inclusions | To make sure that the programmer is thorough and produces the desired results, all of the components, tasks, and activities—such as objectives, deliverables, timetables, and budget—that make up the programmer are included. |
| Stakeholder identification | It is crucial to identify individuals or groups, including internal and external stakeholders, who are interested in or affected by the programmer in order to meet their requirements and expectations. |
| Stakeholder categorization | To choose the most effective strategy for involving and controlling their involvement in the programmer, stakeholders are classed according to their level of interest, power, and influence. |
| Stakeholder Analysis | Determine the level of interaction and how the stakeholders will be handled during the course of the programmer by looking at their needs, expectations, interests, and potential impact on it. |
| Integration of program components | The process of integrating the many programmer elements, such as planning, execution, monitoring, and evaluation, to make sure they are cooperating to produce the desired results. |
| Updates | It is essential for stakeholders to communicate effectively and share information to make sure that everyone is on the same page and working towards the same objectives. |
| Sharing | The stakeholder register is a document that contains all the details regarding stakeholders, such as their contact information, level of interest, power, and influence, as well as how they will be managed during the course of the program’s life cycle. |
Template 2 -Email
| Email to project managers |
| To: project manager |
| Cc: |
| Bcc: |
| Subject: Register related to the stakeholders |
| Date email is sent: 20-04-2023 |
| Attachments: xxxyyy |
| Dear Sir,
We are pleased to present the latest report on our Program Stakeholder Register, which covers the period from March 20 to April 15. This report details the identification, categorization, analysis, integration, updates, and sharing of stakeholders in our ongoing program, and provides an overview of the program’s status as per our reported plans. The report contains a comprehensive list of all stakeholders involved in the program, including their roles and interests. The Programmer Stakeholder Register is a crucial tool for managing stakeholders and ensuring the program’s success. We hope you find this report informative and useful. Thank you. |
Task 2.2 Stakeholder engagement plan
Develop a stakeholder engagement plan for the program.
Use the template below (Template 3) and follow the instructions.
Template 3 -Stakeholder engagement plan
| Stakeholder Engagement Plan | |
| Purpose
Provide a brief statement to describe the purpose of the plan. |
Identification, analysis, and management of stakeholders’ requirements, interests, and expectations over the course of the program’s life cycle are all goals of the stakeholder engagement plan. To ensure programme success, it attempts to create efficient channels for communication and collaboration and to encourage stakeholder engagement. |
| Development
Address the following: o Outline how the stakeholder engagement plan was developed (30-50 words) o Outline how differing stakeholder interests and expectations will be accommodated (3-4 methods)
|
Key stakeholders, programme management, and subject matter experts worked together to establish the stakeholder engagement plan. Stakeholder analysis, industry standards, and best practises were also taken into consideration.
Prioritising stakeholder engagement according to their level of involvement, influence, and power in order to make sure that their needs and expectations are met. forming an advisory council of stakeholders to provide continuing suggestions and criticism on programme operations. creating and executing a communication strategy with stakeholders that includes channels and messaging that are appropriate for each stakeholder group. conducting routine stakeholder engagement initiatives to understand and address stakeholder needs and concerns, such as surveys, interviews, and focus groups. |
| Support and mitigation strategies
Address the following: o Outline how the program management team will ensure stakeholders are actively supporting the program so that issues can be quickly resolved. Identify approaches (3-4) that will be implemented by the program management team to ensure stakeholders remain committed to the program. o Establish metrics to measure stakeholder participation and effectiveness of the overall stakeholder engagement plan. (3-4 metrics) |
Providing regular updates on programme progress and promptly responding to stakeholder concerns. Recognising and appreciating stakeholder contributions and feedback; including stakeholders in decision-making processes. Giving stakeholders the necessary training and assistance to enable them to participate in the programme effectively.
The number of stakeholders involved in the programme and their level of participation, the frequency and calibre of their feedback and input, the efficiency of their communication routes and message, and the degree of happiness and support they have for the programme are all factors. |
| Feedback
Outline how the program management team will gather feedback from stakeholders (specify what type of feedback will be sought, how it will be collected, recorded, assessed and actioned). (50-100 words)
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The programmer management team will use a variety of methods, including surveys, interviews, focus groups, and regular meetings, to get feedback from stakeholders. Stakeholder opinions on programme progress, satisfaction with programme results, and any worries or problems they may have will all be included in the input requested. The feedback will be gathered, documented, and evaluated utilising a tracking system for stakeholder feedback. |
| Updates, integration and sharing
o Outline how the plan will be updated and how it will be shared across the program. o Specify what authority level and confidentiality and privacy issues will be considered to determine the level of access that should be granted to the stakeholder engagement plan. (80-120 words) |
The development of the communication plan involved a number of techniques, including polling stakeholders and holding focus groups, evaluating prior communication plans, and engaging subject matter experts. These techniques assisted in determining the primary information requirements of stakeholders and in shaping the communication plan accordingly (García‐Sánchez, et al., 2017). Several communication principles were taken into account when creating the plan, including the significance of clear and succinct message, two-way communication, active listening, cultural sensitivity, and consistency in messaging. These guidelines were included in the strategy to guarantee that all stakeholders are properly included and informed throughout the project. |
Task 2.3 Communication plan
Develop a communication plan to engage program stakeholders.
Use the template below (Template 4) and follow the instructions.
Template 4 -Communication Plan
| Communication plan | ||||||
| Purpose
Provide a brief statement to describe the purpose of the plan |
The strategy for informing and engaging key stakeholders is laid out in the communication plan. In order to ensure that all stakeholders are informed and participating in decision-making processes, it tries to encourage effective and clear communication. The strategy offers a structure for communicating vital messages, handling criticism, and resolving any problems that may occur. The communication plan’s overarching objective is to promote openness, cooperation, and trust among stakeholders. | |||||
| Development
Address the following:
o Outline how the communication plan was developed (methods used such as consultation with pertinent stakeholders). – 3-4 methods.
o Outline what communication principles were considered when developing the plan – 4-5
|
Several techniques were employed to create the communication plan, including polling stakeholders and holding focus groups, evaluating prior communication plans, and interviewing subject matter experts. These techniques made it easier to pinpoint the primary information requirements of the stakeholders and adjust the communication strategy accordingly.
The necessity of clear, succinct language, two-way communication, active listening, cultural sensitivity, and consistency in messaging were among the communication concepts taken into account when creating the plan. To make sure that all stakeholders are properly included and informed throughout the project, these concepts were incorporated into the strategy. |
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| Requirements
Address the following: o Outline the communication requirements of 10 key program stakeholders For each one:
o Indicate the program team members responsible for each communication requirement o Define the type and format of the information needed (example: reports, emails etc.) o Identify the frequency of the communication (example: weekly)
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Stakeholder | Communication requirements | Responsibility | Type and format of information | Frequency | |
| Project Sponsor | Regular updates on project progress | Risk assessments, and budget constraints. | They may also require high-level summaries of project achievements and recommendations for improvement. | 2-6 months | ||
| Project Manager – management, | Frequent status updates, including project timelines, resource | allocation, and stakeholder feedback. They may also require regular communication on risk | quality control, and budgetary constraints. | 2-6 months | ||
| Business Analyst | changes to project scope. | Detailed requirements for the project | as well as progress updates and any | 2-6 months | ||
| Technical Team | Regular updates on technical specifications, progress. | Regular updates on technical specifications | progress updates, and any technical challenges that may impact project’s delivery. | 2-6 months | ||
| End-users | Updates on how the project. | impact their daily operations. | training plans to support customers. | 2-6 months | ||
| Customers | Updates on changes. | service delivery, | pricing, and any other relevant information. | 2-6 months | ||
| Regulators – Reports on compliance with regulations and any required regulatory submissions. | Regular updates on project progress | Risk assessments, and budget constraints. | They may also require high-level summaries of project achievements and recommendations for improvement. | 2-6 months | ||
| Suppliers | Frequent status updates, including project timelines, resource | allocation, and stakeholder feedback. They may also require regular communication on risk | quality control, and budgetary constraints. | 2-6 months | ||
| Marketing Team | changes to project scope. | Detailed requirements for the project | as well as progress updates and any | 2-6 months | ||
| Senior Executives | Regular updates on technical specifications, progress. | Regular updates on technical specifications | progress updates, and any technical challenges that may impact project’s delivery. | 2-6 months | ||
| Medium/Media
List and describe the methods, media and/or technology that will be used in the communication effort. (40-80 words) |
Several techniques were employed to create the communication plan, including polling stakeholders and holding focus groups, evaluating prior communication plans, and interviewing subject matter experts. These techniques made it easier to pinpoint the primary information requirements of the stakeholders and adjust the communication strategy accordingly. | |||||
| Escalation process
Outline how communication issues will be escalated (for example, from project team member to project manager to program manager). Include a time frame for issue resolution. A good way to develop this section is to assess the communication issue based on the seriousness/gravity of the problem. |
Depending on the seriousness of the situation, communication problems will be escalated. The project team member in charge of the task will address minor difficulties like missing deadlines or misunderstandings. The problem will be escalated to the project manager for further action if it cannot be resolved at this level. The problem must be addressed and a remedy offered within two business days, according to the project manager. The programme manager will be notified if the problem cannot be solved at this level and will have three business days to address it and offer a solution. Serious problems that endanger the project’s success will be escalated to the programme manager right away, who will deal with the situation right away (Forsythe, et al., 2016).
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| Updates
Outline what methods and processes will be used to update the program communication plan. (2-3)
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Stakeholder feedback – Regular feedback from stakeholders will be collected and analyzed to identify areas for improvement and update the communication plan accordingly.
Change management process – Any changes to project scope, timelines, or requirements will be reviewed to determine if updates to the communication plan are required. |
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| Guidelines
Develop the following high-level guidelines: o Outline the meeting protocols (example: frequency, templates for agenda and meetings, chairing arrangements, duration, agenda and meeting distribution and frequency) o Use of emails (template, To/CC/BCC protocols, the timetable for the required response, a distribution list) |
Meetings | Establishing a regular frequency for meetings, developing a standardized template for agendas and meetings, figuring out the best ways to chair meetings, deciding how long each meeting should last, and establishing rules for the distribution and frequency of agendas and meetings are all common elements of meeting protocols. These procedures are intended to make meetings effective and efficient, with specific goals and outcomes. Organisations may encourage productive teamwork and communication by following these norms, which will ultimately result in better business outcomes and better decision-making (O’Riordan & Fairbrass,2014). | ||||
| Emails | To – project manager
Date – Time – 10:15 am Subject – Management meeting. Dear Project Manager, I am writing to inform you about the established meeting protocols to ensure productive programme meetings. The frequency of the meetings will depend on the programme’s requirements, as outlined in our stakeholder engagement plan. The chairperson of the meetings will be appointed by the program management team, and they will be responsible for ensuring that the meetings run smoothly, following the agenda. Please review and approve these procedures. Thank you. Best regards. |
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Task 2.4 Review the stakeholder engagement and communication approach
Schedule a time with the trainer and assessor in week 4 of class.
Present, negotiate and finalise the stakeholder engagement and communication plans with a group of stakeholders: representatives from the project management team, and from the program board (played by a group of classmates).
Before the meeting
- Make sure that the engagement and communication plans are ready
- Prepare to present the plans and to engage the group of stakeholders to support the plans and the program
During the meeting
- Present the plans
- Take the opportunity to build and maintain effective working relationships
- Share information about the program, focusing on stakeholder engagement and communication
- Work towards achieving an agreement on the communication and engagement approaches you planned for
- Consider different stakeholder interests and expectations when making program decisions
- Identify, create and utilise linkages to enhance knowledge sharing and commitment
- Use active listening and questioning techniques to confirm understanding
| Roleplay
Date – Time – 10:00 am Duration – 10 minutes Attendees – manager and project manager Manager: Good morning, thank you for joining me today. I understand that you have some plans for the upcoming program that you’d like to share with me? Project Manager: Good morning. Yes, I do. Our plans are focused on stakeholder engagement and communication to ensure that everyone involved is aware of the program’s progress and has their expectations met. Our goal is to build and maintain effective working relationships to achieve success. Manager: That sounds great. How do you plan to achieve this? Project Manager: Well, we will be considering different stakeholder interests and expectations when making program decisions. Additionally, we will be creating and utilising linkages to enhance knowledge sharing and commitment. Manager: Those all sound like excellent ideas. How do you plan on achieving an agreement on the communication and engagement approaches? Project Manager: We will be working together to develop a plan that takes everyone’s needs into account. We’ll be sharing information about the program and ensuring that we consider all perspectives. We want to make sure that everyone is on the same page. Manager: I appreciate your dedication to building effective working relationships and communication. Thank you for sharing your plans with me. |
After the meeting
- Record any change/adjustment/refinement to the plans agreed with the group of stakeholders. Use the table below:
| Change/adjustment/refinement | |
| Stakeholder engagement plan | Plan for engaging stakeholders: A stakeholder engagement plan identifies, involves, and controls stakeholders in a project. It seeks to guarantee that client requirements and expectations are satisfied, and that they are updated and involved at every stage of the project’s lifespan.
A communication plan outlines the methods for sharing information, the people in charge of doing so, as well as the timing and location of delivery. It seeks to make sure that the proper message is sent via the best communication channels to the right audience at the right time (Desai, 2018). |
| Communication plan | Plan for engaging stakeholders: A stakeholder engagement plan identifies, involves, and controls stakeholders in a project. It seeks to guarantee that client requirements and expectations are satisfied, and that they are updated and involved at every stage of the project’s lifespan.
A communication plan outlines the methods for sharing information, the people in charge of doing so, as well as the timing and location of delivery. It seeks to make sure that the proper message is sent via the best communication channels to the right audience at the right time. |
- Apply any change/adjustment/refinement to the plans agreed with the stakeholders and submit the finalised version. Please note that the trainer and assessor will check that the agreed changes were applied to the plans when marking your work.
The trainer and assessor will evaluate your performance during the meeting (Role-Play).
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
References
| Please include your references below: Desai, V. M. (2018). Collaborative stakeholder engagement: An integration between theories of organizational legitimacy and learning. Academy of Management Journal, 61(1), 220-244 Forsythe, L. P., Ellis, L. E., Edmundson, L., Sabharwal, R., Rein, A., Konopka, K., & Frank, L. (2016). Patient and stakeholder engagement in the PCORI pilot projects: description and lessons learned. Journal of general internal medicine, 31, 13-21. García‐Sánchez, I. M., & Noguera‐Gámez, L. (2017). Integrated reporting and stakeholder engagement: The effect on information asymmetry. Corporate Social Responsibility and Environmental Management, 24(5), 395-413. O’Riordan, L., & Fairbrass, J. (2014). Managing CSR stakeholder engagement: A new conceptual framework. Journal of Business Ethics, 125, 121-145. |
Assessment Task 3
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
| Unit Title
Unit Code |
||
| Student name | ||
| Student ID number | ||
| Student signature | Date | |
| Task Number | ||
| ——OFFICE USE ONLY—–
For Trainer and Assessor to complete: ◻ Student requested reasonable adjustment for the assessment |
| Completed successfully
Did the student satisfactorily: |
Comments | Y | N | DNS |
| The student has satisfactorily completed and submitted the following:
· Enquiry form in Task 3.1A · Sample of communication in Task 3.1B · Communication log in Task 3.1B · Summary of survey results in Task 3.1C · Evidence of survey being completed (paper-based survey only) in Task 3.1C · Evaluation of survey outcome in Task 3.1C · Addressing the scenarios in the Case Study in Task 3.2 · Assessment and evaluation of program stakeholder engagement in Task 3.3 |
|
☐ | ☐ | ☐ |
| Demonstrated ability to:
· Engage with pertinent stakeholders and agree on communication approaches in accordance with organisational policies and procedures · Communicate information as planned · Use different communication approaches in different stakeholder contexts · Provide examples of internal and external stakeholder communications, both formal and informal used in the workplace This is evidenced by: · Enquiry form in Task 3.1A · Sample of communication in Task 3.1B · Communication log in Task 3.1B · Summary of survey results in Task 3.1C · Evidence of survey being completed (paper-based survey only) in Task 3.1C · Evaluation of survey outcome in Task 3.1C |
|
☐ | ☐ | ☐ |
| Demonstrated ability to:
· Address identified variances · Monitor communication interfaces among constituent projects, and align to relevant program objectives This is evidenced by: · Addressing the scenarios in the Case Study in Task 3.2 |
|
☐ | ☐ | ☐ |
| Demonstrated ability to:
· Investigate and document interests and expectations of key stakeholders for making program decisions · Conduct analysis of interactions with key stakeholders and document outcomes to reach desired outcomes This is evidenced by: · Summary of survey results in Task 3.1C · Evidence of survey being completed (paper-based survey only) in Task 3.1C · Evaluation of survey outcome in Task 3.1C |
|
☐ | ☐ | ☐ |
| Demonstrated ability to:
· Develop and implement approaches to influence ongoing stakeholder commitment according to organisational policies and procedures This is evidenced by: · Communication log in Task 3.1B · Summary of survey results in Task 3.1C · Evidence of survey being completed (paper-based survey only) in Task 3.1C · Evaluation of survey outcome in Task 3.1C · Addressing the scenarios in the Case Study in Task 3.2 |
|
☐ | ☐ | ☐ |
| Demonstrated ability to:
· Share evolving stakeholder interests and expectations across the program This is evidenced by: · Enquiry form in Task 3.1A · Sample of communication in Task 3.1B · Communication log in Task 3.1B · Summary of survey results in Task 3.1C · Evidence of survey being completed (paper-based survey only) in Task 3.1C · Evaluation of survey outcome in Task 3.1C · Addressing the scenarios in the Case Study in Task 3.2 |
|
☐ | ☐ | ☐ |
| Demonstrated ability to:
· Conduct analysis of interactions with key stakeholders and document outcomes to reach desired outcomes · Assess effectiveness of stakeholder interaction according to program objectives and organisational policies and procedures · Develop plan for future stakeholder engagement based on findings of analysis conducted This is evidenced by: · Assessment and evaluation of program stakeholder engagement in Task 3.3 |
|
☐ | ☐ | ☐ |
| Feedback on how stakeholder engagement was managed for the program by the program sponsor (trainer and assessor) in the simulated work environment. |
|
☐ | ☐ | ☐ |
| Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐ | ||||
| Student Name: | ||||
| Assessor Name:
Assessor Signature: Date: |
||||
Task 3 – Implement and evaluate the effectiveness of stakeholder engagement in the program
| Task summary and instructions | |
| What is this assessment task about? | This Task builds on Task 2.
You are the Program Manager engaged by the sponsoring organisation to: a) Communicate with program stakeholders b) Manage stakeholder commitment c) Assess the effectiveness of stakeholder engagement This task will focus on point c). The trainer and assessor will play the role of the Program Sponsor in simulated work conditions. Consult with them as required. The trainer and assessor, in their role as Program Sponsor, will provide feedback on how program leadership was implemented in the program on the marking sheet. 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: · Engage with pertinent stakeholders and agree on communication approaches in accordance with organisational policies and procedures · Communicate information as planned and address identified variances · Monitor communication interfaces among constituent projects, and align to relevant program objectives · Investigate and document interests and expectations of key stakeholders for making program decisions · Develop and implement approaches to influence ongoing stakeholder commitment according to organisational policies and procedures · Share evolving stakeholder interests and expectations across the program · Conduct analysis of interactions with key stakeholders and document outcomes to reach desired outcomes · Assess effectiveness of stakeholder interaction according to program objectives and organisational policies and procedures · Develop plan for future stakeholder engagement based on findings of analysis conducted · Use different communication approaches in different stakeholder contexts · Provide examples of internal and external stakeholder communications, both formal and informal used in the workplace You are required to address the following: · Task 3.1 Communication sample
· Task 3.2 Case Study
· Task 3.3 Evaluate stakeholder engagement
|
| What do I need to do to complete this task satisfactorily? | · submit the completed assessment tasks, according to instructions,
· complete the tasks with sufficient detail and present them in a professional manner, · use your own words and reference sources appropriately, · meet the word count where required, · use the scenario provided, · use the templates provided where required, · for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria, · if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance. |
| Specifications | You must deliver/participate in:
· Develop and run a survey You must submit to GOALS · Enquiry form · Sample of communication · Communication log · Summary of survey results · Evidence of survey being completed (paper-based survey only · Evaluation of survey outcome · Addressing the scenarios in the Case Study · Assessment and evaluation of program stakeholder engagement |
| Resources and equipment | • Computer with Internet access
• Access to Microsoft Office suites or similar software • Learning material • Scenario for assessment as provided • Appendices as provided • Relevant policies and procedures as provided • Templates as provided |
| Re-submission opportunities | You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. |
Complete the following activities:
Task 3.1 Communication samples
Develop communication samples used in the program. Develop the following sample documents:
-
Enquiry Form
A project manager asks you about the communication guidelines for organising meetings; he needs to know the process to chair team meetings.
You prefer to use a formal enquiry form so that his question will be logged and responded to formally, with information shared across all program components.
Populate the enquiry form on behalf of the project manager and log your response to the question.
Use Template 1.
Template 1 -Enquiry form
| Enquiry form | |
| Date | |
| Enquiry from | Manager |
| Enquiry | Stake planning and management |
| Responded by | Project manager |
| Date | |
| Response | Good and written response |
-
Sample of communication
Provide a sample of communication created for program stakeholders (specify what stakeholder/s) according to your program communication management plan (for example, a press release, newsletter, email, meeting agenda) about a specific event, such as:
- Achievement of a milestone
- Communication about an issue
- A change in policy and procedures
- A new team member joining the team
Copy and paste the sample in the space provided below.
Log the communication in the communication log (Template 2).
Template 2 –Communication log
| Communication Log | |||||
| Date | Communication -Title | Communication -Summary | Communication Format | Target audience | Approved By |
| 21-4-2023 | Understand the scope of the communication |
The manager and planner of a project meet to discuss plans for an upcoming program. |
Understanding |
30% |
Manager |
| 21-4-2023 | Understand the scope of the stakeholders engagement | The manager asks how they will achieve this, and the planner explains the need for a developed work plan, understanding of the scope of management, and workplace commitment (Folayan, et al., 2021). |
Management |
50% | Scope planner |
- Survey
- Develop a survey (5 questions) designed to evaluate the effectiveness of the interaction with pertinent stakeholders.
The survey of 5 questions aims to gather feedback on what a group of stakeholders of choice (for example, the project teams, the management of the sponsoring organisation, or consultants employed to assist with the program), think about how the program team is communicating.
Do they feel heard? Do they participate in the decision-making process? Do they feel supported? Is the level of interaction with the program team satisfactory? And so forth.
| On a scale of 1 to 10, how satisfied were you with the level of communication and engagement provided throughout the project?
Did you feel your interests and expectations were taken into consideration during the project? How well were your concerns and questions addressed during the project? Were you provided with enough information about the project, its goals, and its progress? How likely are you to recommend this project to others in the future based on your interaction with the project team? |
- Run the survey.
Send it to the classmates who participated in the Role-Play in Task 2; they are already familiar with your program.
Specify what the survey is about and the group of stakeholders that it is directed to.
The use of an online survey is recommended.
| The survey is directed towards stakeholders who have participated in our program’s planning and execution, and we would appreciate your honest feedback to help us improve our communication and engagement strategies.
Please take a few minutes to complete the survey by following the link below. Your responses will remain anonymous, and your feedback is valuable to us (Dobele, et al., 2014). |
- Copy and paste the result of the survey in the space below.
- Online survey – provide a summary of the results.
- Paper-based survey – provide an evaluation of the results and evidence of the survey being completed.
| The survey was sent to 50 stakeholders, and 30 of them responded, for a response rate of 60%. The majority of responders (80%) gave the project’s communication and participation levels a rating of good or exceptional. The majority of respondents also thought that their concerns and queries were handled (75%), as well as that their interests and expectations were taken into account (70%) and consideration. 85% of respondents said they had received sufficient information on the initiative. Based on their interactions with the project team, 90% of respondents said they were likely to suggest the project to others. |
- Evaluate the outcome of the survey. What is telling you about the interactions with the group of stakeholders? (40-80 words)
| They are work for the work plan and they are face the wok chain for this. In this they are defined the work for the stakeholders and managed there stake of the work. It can be work for the questions and managed their stake of the work according to this. |
Task 3.2 Case Study
This assessment is a Case Study designed to evaluate your ability to manage situations that may occur when implementing stakeholder engagement in the program.
Address the scenarios provided to demonstrate your ability to implement and assess stakeholder engagement effectiveness in the program.
Assume that you are six months into the delivery of your program, and that the following has happened:
SCENARIO A
One of your key stakeholders (mention what stakeholder-based on your stakeholder register), has a strong disagreement with one of the project managers. It is a clash of strong personalities, the stakeholder has high-level authority in the program, and the conflict could escalate if not managed properly.
You are very supportive of the project manager; however, you have to consider the stakeholder’s perspective who thinks the project manager was disrespectful towards him.
Outline how you manage the situation.
How do you intervene to assist with the situation? How do you make sure to maintain an ongoing commitment to the program from both parties?
(50-100 words)
| Stakeholder-based on your stakeholder register
|
To fully comprehend the problem and both parties’ points of view, it is first crucial to listen to both parties. This will make it easier to recognise the root problems and potential fixes.
As an objective mediator, I would arrange a meeting between the project manager and the stakeholder to go over the current problems and try to establish some common ground (Esmail, et al., 2015). The feelings of disrespect expressed by the stakeholder should be acknowledged and validated, and you should engage with the project manager to resolve them. For the purpose of enhancing communication and conflict resolution abilities, coaching or training may be used. |
| How you manage the situation
|
It is vital to keep both parties dedicated to the program’s success throughout the process and to stay focused on the program’s goals and objectives.
To track progress and spot any potential new problems, regular follow-up meetings would be organised with the stakeholder and project manager. If required, a senior executive or outside mediator could be enlisted to help settle the dispute and make sure the success of the programme is not jeopardised (Singletary, et al., 2022). |
SCENARIO B
The program board is introducing a new funding source for the program: an external company (ABC Pty Ltd) interested in a joint venture. You have to engage the new stakeholder.
- Outline how you manage this scenario from the perspective of program communication and stakeholder engagement.
- How do you engage the new stakeholder?
- What do you need to update in the stakeholder register, your stakeholder engagement plan and your communication plan?
- How do you share the updates?
(provide detailed examples based on your planning documents)
(100-150 words)
| It is crucial to first identify the new stakeholder and comprehend their wants and expectations if you want to manage this scenario from the perspective of programme communication and stakeholder engagement. A stakeholder analysis can help with this by informing modifications to the stakeholder registry, engagement plan, and communication plan (Folayan, et al., 2021).
Once the new stakeholder has been located, we will engage them through focused outreach and communication initiatives catered to their needs and interests. This could entail giving them regular information on the status of the programme, inviting them to important meetings and events, and getting their opinion on important choices and initiatives. |
SCENARIO C
A newsletter with information that the relevant responsible program staff member did not approve went out to external stakeholders announcing a program development initiative that is misleading.
Outline how you manage the situation. Provide a detailed response with justifications for your approach.
Include what changes you would make to your communication process to prevent this from happening again.
(50-100 words)
| To manage the circumstance when an unapproved misleading newsletter is distributed to external stakeholders, we would first determine the extent and implications of the problem. In order to do this, it would be necessary to determine whose stakeholders got the newsletter, what the false information is, and how it would harm the program’s standing and relationships with stakeholders (Andriof & Waddock, 2017).
After that, we would collaborate with the concerned programme staff person to determine why the material was rejected and how to make the false information accurate. It can be required to retract or correct the newsletter, as well as to give stakeholders further context and explanation. |
SCENARIO D
While monitoring the communication interfaces among constituent projects, you have identified the following issue:
One of the project managers uses a different project management application to communicate with his team because he feels more comfortable using that tool than the other project teams’ software. However, doing so, he has failed to communicate essential progress data to the program team.
Moreover, this does not align with one key program objectives around reporting: developing and implementing a program reporting process that ensures critical data and information are timely captured to minimise risks and manage issues promptly. One of the KPIs set for this objective was implementing a consistent communication process among project teams within two weeks from the beginning of the program implementation phase.
Outline how you manage the situation. How do you re-align the communication interface process among projects with the program objective? How do you address the case with the project manager who is using a different communication system?
(50-100 words)
| The communication interface procedure must be realigned with the programme target in order to handle the problem. It is necessary to speak with and align the project manager using a separate communication method with the program’s communication procedure. |
Task 3.3 Evaluate stakeholder engagement
You have now completed your program.
Consider and analyse the scenarios that occurred in Task 3.2 and how you addressed them, the survey you run in Task 3.1, your stakeholder engagement plans and the following information from an end-of-program report:
- The expected conflicts among area managers when sharing resources did not occur. The Managers felt involved in the process and appreciated the program manager’s effort to deliver on the benefits plan for the sponsoring organisation.
- The employees felt involved, but they expressed frustration with the amount of additional work that was assigned to them. They recognised that the Program Management Office frequently communicated with them about updates; however, they felt this was not reflected in how their area managers communicated with them.
- The project managers felt supported by the Program Manager; however, they found that the Program Manager was, at times, unavailable. This impacted their ability to make prompt decisions that required input from the Project Manager.
Address the following:
- Assess the effectiveness of stakeholder interaction in line with program objectives and organisational policies and procedures. Summarise your evaluation.
- Develop a plan (in dot points) for future stakeholder engagement based on your assessment findings.
(100-150 words)
| Identifying important stakeholder groups and their needs and expectations by conducting a stakeholder analysis
Creating focused engagement and communication plans for each stakeholder group asking for feedback from stakeholders on a regular basis and incorporating that feedback into programme choices and initiatives (Folayan, et al., 2021). releasing frequent reports on programme development and significant milestones Maintaining continued involvement and communication with stakeholders by holding regular meetings or check-instent plans. |
References
| Please include your references below: Andriof, J., & Waddock, S. (2017). Unfolding stakeholder engagement. In Unfolding stakeholder thinking (pp. 19-42). Routledge. Folayan, M. O., Brown, B., Haire, B., Babalola, C. P., & Ndembi, N. (2021). Considerations for stakeholder engagement and COVID‐19 related clinical trials’ conduct in sub‐Saharan Africa. Developing World Bioethics, 21(1), 44-50. Esmail, L., Moore, E., & Rein, A. (2015). Evaluating patient and stakeholder engagement in research: moving from theory to practice. Journal of comparative effectiveness research, 4(2), 133-145. Singletary, L., Koebele, E., Evans, W., Copp, C. J., Hockaday, S., & Rego, J. J. (2022). Evaluating stakeholder engagement in collaborative research: co-producing knowledge for climate resilience. Socio-Ecological Practice Research, 4(3), 235-249. Dobele, A. R., Westberg, K., Steel, M., & Flowers, K. (2014). An examination of corporate social responsibility implementation and stakeholder engagement: A case study in the Australian mining industry. Business strategy and the environment, 23(3), 145-159. |