BSBXCM501 Lead Communication in the Workplace
Assessment
Task 1
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the taskis 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
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| 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 | |
| Question 1 | ||||
| Question 2 | ||||
| Question 3 | ||||
| Question 4 | ||||
| Question 5 | ||||
| Question 6 | ||||
| Question 7 | ||||
| Question 8 | ||||
| Task Outcome: Satisfactory ☐Not Yet Satisfactory ☐
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| Student Name:
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| Assessor Name:
Assessor Signature:
Date: |
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Table of Content
Task 1 – Knowledge Questionnaire. 5
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 meetthe knowledge required to meet the unit requirements safely and effectively.
The questions focus on the knowledge evidence required for this unit of competency:
· legislative requirements relevant to workplace communication · organisational requirements relevant to workplace communication (including digital form):
· techniques to resolve communication challenges · methods to mentor and coach others · key principles of cross-cultural communication and communication with individuals with special needs or disabilities · communication protocols relevant to organisational information needs:
· communication challenges relevant to performance evidence: · conflicts with clients or team members · potential risks or safety hazards · unethical or inappropriate communication · appropriately framing organisational messaging · key relevant features of:
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.
|
Answerall the questions below:
Question 1
List and outline three (3) legislative requirements relevant to workplace communication.
(30-50 words/legislative requirement)
| Legislative requirements | Outline |
| Freedom of Information Act 1982 | It gives public members the right for accessing some legal documents of the Government of Australia. |
| Privacy Act 1988 | This act controls how the Government of Australia distribute and utilizes information that they gathered about people. |
| Consumer and Competition Act 2010 | This act covers various surroundings of the market: the associations between consumers, retailers, wholesalers and suppliers (Broadbent, 2013). |
Question 2
Why are the following organisational requirements relevant to workplace communication?
(30-50 words/organisational requirement)
| Organisational requirements | Why it is important |
| Policies and procedures | The main purpose of having the procedures and policies work appropriately is to ensure they are efficiently communicated. Communicating procedures and policies on daily basis make sure that the staff are informed. |
| Code of conduct | It is the essential manner for communicating the culture of the workplace of compliance and ethics. |
| Organisation reputation and culture | Efficient communication retains interior procedures running effortlessly and helps in creating positive relationships with individuals both outside and inside the organization. |
| Professional development for staff | In the team, being capable of communicating efficiently with the co-employees will help in developing trust, make the professional relations stronger, increase teamwork and help the individuals in becoming further effective and productive(Broadbent, 2013). |
Question 3
Select and describe three (3) methods/techniques to resolve communication challenges.
(30-50 words/method or technique)
| Method/Technique | Description |
| Develop baseline standards of communication | Develop the group of standards by which the organization communicates with both introverts and extroverts. |
| Make clear expectations and norms | This looks like the guidance for setting some standards, it is further about answering how of communication inthe workplace regarding the expectations, frequency and channel. |
| Pursue feedback proactively | By surveying the staff regularly, leadership could gather feedback and tool down into the information required for monitoring problems, enhance the culture of the workplace and boost the engagement of staff (Hermanson, 2013). |
Question 4
Outline two (2) mentoring and two (2) coaching methods.
(30-50 words/method)
| Mentoring method | Outline |
| Listening proactively | It is the most elementary method of mentoring, When we listen proactively, we demonstrate to our mentees and mentors that their apprehensions have been understood and heard. |
| Building belief and trust | The further that our mentees and mentors trust us, the further dedicated they will be to our partnerships with the mentors and we will be further productive (Hermanson, 2013). |
| Coaching method | Outline |
| Collaboration | Leaders should know how to effectively work together with the staff and also them in working collaboratively together. |
| Listening | The most essential skill of efficient coaching is the capability of listening to other individuals (Hermanson, 2013). |
Question 5
Address the following questions about cross-cultural communication:
| Question | Answer |
| What is cross-cultural communication? | It is the procedure of identifying both similarities and differences among a group of cultures to efficiently involve within the provided context. |
| List two (2) principles of cross-cultural communication. | Two principles are given below:
1. Maintain protocol and etiquette 2. Practice listening proactively |
| Why is cross-cultural communication important?
(30-50 words) |
This kind of communication offers the understanding that how the staffs of varied cultures communicate, speak and observe the environment across them. |
| List three (3) barriers to cross-cultural communication. | Three barriers are as follows:
1. Language 2. Partiality 3. Ethnocentrism (Trotter, 2015). |
| Outline how you can communicate more effectively with a person with a disability.
(30-50 words) |
We could communicate more effectively with the individual with the disability are as follows:
1. Utilize the standard voice tone 2. Be patient and polite 3. Offershelp if it seems important, but be polite and respects the wishes of individuals if they do not approve of our offer. |
| Provide an example of how you can communicate with a person with an intellectual disability.
(30-50 words) |
Communicate slowly and leave some pauses for the individual for processing the words. Communicate directly to the individual concerned as they are a vital place in the entire communication. |
| Provide an example of how you can communicate with a person with a vision impairment.
(30-50 words) |
Communicate with the individual by utilizing natural speed and tone. Do not communicate slowly and loudly unless the individual also has an impairment of hearing (Trotter, 2015). |
Question 6
What would you include in the following communication protocols relevant to organisational information needs?
List three (3) inclusions for each.
| Communication protocols | Inclusions |
| Internal and external communication guides | Internal communications guides include:
1. Group meetings 2. Personal meetings 3. Communication with staff Guides of external communication include: 1. Advertisement 2. Feedbacks 3. Questionnaires |
| Risk-based/emergency communication guides | It includes:
1. Information of contacts 2. Process for sharing information 3. Guidelines |
| Style/formatting of communication guides | It includes:
1. Usage of logo 2. Tone 3. Viewpoints |
| Processes for allocation of responsibilities for standard communication | It includes:
1. Priority 2. Availability 3. Sets of skills(Trotter, 2015). |
Question 7
Outline two (2) communication challenges relevant to each of the following:
| Factor | Communication challenges
(30-50 words/factor) |
| Conflicts with clients or team members | 1. Cultural differences between members of the team and clients.
2. Emotional taboos and barriers |
| Potential risks or safety hazards | 1. lack of described procedure
2. Terminated tasks |
| Unethical or inappropriate communication | 1. Manipulation of data
2. Break of confidentiality |
| Appropriately framing organisational messaging | 1. Overload of information
2. The opening of conversation (Hollnagel, 2018). |
Question 8
Address the following questions:
| Question | Answer | |
| Define negotiation.
(30-50 words) |
It is the strategic conversation that resolves the problems in a manner that both parties find satisfactory. | |
| Define mediation.
(30-50 words) |
It is the intended collaborative procedure where the persons who have disputes with each other recognize problems and establish options. | |
| Research, select and briefly outline three (3) techniques for negotiation, mediation, conflict resolution and incident de-escalation. | Technique | Outline (20-40 words/technique) |
| Be enduring | Endurance is very important during the process of negotiation as the process needs a long duration. | |
| Be neutral and offer to reason | The manager must make accurate decisions concerning productivity and objectives. | |
| Set transparent expectations | It makes the employees easily understand their work (Hollnagel, 2018). | |
| Select and outline three (3) different communication styles. | Communication style | Outline (20-40 words/style) |
| Aggressive | In this style, individuals make their decisions without seeing the rights of another individual. | |
| Passive | In this style, the individual avoids their rights and permits another individual to invade their rights. | |
| Assertive | In this style, the individual expresses and understands their requirements, feelings and ideas. | |
| Select and outline three (3) different communication methods. | Communication method | Outline (20-40 words/method) |
| Verbal | It could be on the phone, via Zoom or Skype, face-to-face etc. | |
| Non-verbal | It includes postures, facial expressions, touch, eye contact etc. | |
| Written | It includes a contract, tweet, report, memo etc.(Hollnagel, 2018). | |
References
| Please include your references below:
Broadbent, D. E. (2013). Perception and communication. Elsevier. Hermanson, G. T. (2013). Bioconjugate techniques. Academic press.
Hollnagel, E. (2018). Safety–I and safety–II: the past and future of safety management. CRC press.
Trotter, C. (2015). Working with involuntary clients: A guide to practice. Routledge.
|
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the taskis 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
|
| Question | Marking Sheet – Assessor to complete.
Did the student satisfactorily address each question as instructed: |
|||
| Completed satisfactorily | ||||
| S | NYS | DNS | Comments | |
| Question 1 | ||||
| Question 2 | ||||
| Question 3 | ||||
| Question 4 | ||||
| Question 5 | ||||
| Question 6 | ||||
| Question 7 | ||||
| Question 8 | ||||
| Task Outcome: Satisfactory ☐Not Yet Satisfactory ☐
|
||||
| Student Name:
|
||||
| Assessor Name:
Assessor Signature:
Date: |
||||
Table of Content
Task 1 – Knowledge Questionnaire. 5
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 meetthe knowledge required to meet the unit requirements safely and effectively.
The questions focus on the knowledge evidence required for this unit of competency:
· legislative requirements relevant to workplace communication · organisational requirements relevant to workplace communication (including digital form):
· techniques to resolve communication challenges · methods to mentor and coach others · key principles of cross-cultural communication and communication with individuals with special needs or disabilities · communication protocols relevant to organisational information needs:
· communication challenges relevant to performance evidence: · conflicts with clients or team members · potential risks or safety hazards · unethical or inappropriate communication · appropriately framing organisational messaging · key relevant features of:
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.
|
Answerall the questions below:
Question 1
List and outline three (3) legislative requirements relevant to workplace communication.
(30-50 words/legislative requirement)
| Legislative requirements | Outline |
| Freedom of Information Act 1982 | It gives public members the right for accessing some legal documents of the Government of Australia. |
| Privacy Act 1988 | This act controls how the Government of Australia distribute and utilizes information that they gathered about people. |
| Consumer and Competition Act 2010 | This act covers various surroundings of the market: the associations between consumers, retailers, wholesalers and suppliers (Broadbent, 2013). |
Question 2
Why are the following organisational requirements relevant to workplace communication?
(30-50 words/organisational requirement)
| Organisational requirements | Why it is important |
| Policies and procedures | The main purpose of having the procedures and policies work appropriately is to ensure they are efficiently communicated. Communicating procedures and policies on daily basis make sure that the staff are informed. |
| Code of conduct | It is the essential manner for communicating the culture of the workplace of compliance and ethics. |
| Organisation reputation and culture | Efficient communication retains interior procedures running effortlessly and helps in creating positive relationships with individuals both outside and inside the organization. |
| Professional development for staff | In the team, being capable of communicating efficiently with the co-employees will help in developing trust, make the professional relations stronger, increase teamwork and help the individuals in becoming further effective and productive(Broadbent, 2013). |
Question 3
Select and describe three (3) methods/techniques to resolve communication challenges.
(30-50 words/method or technique)
| Method/Technique | Description |
| Develop baseline standards of communication | Develop the group of standards by which the organization communicates with both introverts and extroverts. |
| Make clear expectations and norms | This looks like the guidance for setting some standards, it is further about answering how of communication inthe workplace regarding the expectations, frequency and channel. |
| Pursue feedback proactively | By surveying the staff regularly, leadership could gather feedback and tool down into the information required for monitoring problems, enhance the culture of the workplace and boost the engagement of staff (Hermanson, 2013). |
Question 4
Outline two (2) mentoring and two (2) coaching methods.
(30-50 words/method)
| Mentoring method | Outline |
| Listening proactively | It is the most elementary method of mentoring, When we listen proactively, we demonstrate to our mentees and mentors that their apprehensions have been understood and heard. |
| Building belief and trust | The further that our mentees and mentors trust us, the further dedicated they will be to our partnerships with the mentors and we will be further productive (Hermanson, 2013). |
| Coaching method | Outline |
| Collaboration | Leaders should know how to effectively work together with the staff and also them in working collaboratively together. |
| Listening | The most essential skill of efficient coaching is the capability of listening to other individuals (Hermanson, 2013). |
Question 5
Address the following questions about cross-cultural communication:
| Question | Answer |
| What is cross-cultural communication? | It is the procedure of identifying both similarities and differences among a group of cultures to efficiently involve within the provided context. |
| List two (2) principles of cross-cultural communication. | Two principles are given below:
1. Maintain protocol and etiquette 2. Practice listening proactively |
| Why is cross-cultural communication important?
(30-50 words) |
This kind of communication offers the understanding that how the staffs of varied cultures communicate, speak and observe the environment across them. |
| List three (3) barriers to cross-cultural communication. | Three barriers are as follows:
1. Language 2. Partiality 3. Ethnocentrism (Trotter, 2015). |
| Outline how you can communicate more effectively with a person with a disability.
(30-50 words) |
We could communicate more effectively with the individual with the disability are as follows:
1. Utilize the standard voice tone 2. Be patient and polite 3. Offershelp if it seems important, but be polite and respects the wishes of individuals if they do not approve of our offer. |
| Provide an example of how you can communicate with a person with an intellectual disability.
(30-50 words) |
Communicate slowly and leave some pauses for the individual for processing the words. Communicate directly to the individual concerned as they are a vital place in the entire communication. |
| Provide an example of how you can communicate with a person with a vision impairment.
(30-50 words) |
Communicate with the individual by utilizing natural speed and tone. Do not communicate slowly and loudly unless the individual also has an impairment of hearing (Trotter, 2015). |
Question 6
What would you include in the following communication protocols relevant to organisational information needs?
List three (3) inclusions for each.
| Communication protocols | Inclusions |
| Internal and external communication guides | Internal communications guides include:
1. Group meetings 2. Personal meetings 3. Communication with staff Guides of external communication include: 1. Advertisement 2. Feedbacks 3. Questionnaires |
| Risk-based/emergency communication guides | It includes:
1. Information of contacts 2. Process for sharing information 3. Guidelines |
| Style/formatting of communication guides | It includes:
1. Usage of logo 2. Tone 3. Viewpoints |
| Processes for allocation of responsibilities for standard communication | It includes:
1. Priority 2. Availability 3. Sets of skills(Trotter, 2015). |
Question 7
Outline two (2) communication challenges relevant to each of the following:
| Factor | Communication challenges
(30-50 words/factor) |
| Conflicts with clients or team members | 1. Cultural differences between members of the team and clients.
2. Emotional taboos and barriers |
| Potential risks or safety hazards | 1. lack of described procedure
2. Terminated tasks |
| Unethical or inappropriate communication | 1. Manipulation of data
2. Break of confidentiality |
| Appropriately framing organisational messaging | 1. Overload of information
2. The opening of conversation (Hollnagel, 2018). |
Question 8
Address the following questions:
| Question | Answer | |
| Define negotiation.
(30-50 words) |
It is the strategic conversation that resolves the problems in a manner that both parties find satisfactory. | |
| Define mediation.
(30-50 words) |
It is the intended collaborative procedure where the persons who have disputes with each other recognize problems and establish options. | |
| Research, select and briefly outline three (3) techniques for negotiation, mediation, conflict resolution and incident de-escalation. | Technique | Outline (20-40 words/technique) |
| Be enduring | Endurance is very important during the process of negotiation as the process needs a long duration. | |
| Be neutral and offer to reason | The manager must make accurate decisions concerning productivity and objectives. | |
| Set transparent expectations | It makes the employees easily understand their work (Hollnagel, 2018). | |
| Select and outline three (3) different communication styles. | Communication style | Outline (20-40 words/style) |
| Aggressive | In this style, individuals make their decisions without seeing the rights of another individual. | |
| Passive | In this style, the individual avoids their rights and permits another individual to invade their rights. | |
| Assertive | In this style, the individual expresses and understands their requirements, feelings and ideas. | |
| Select and outline three (3) different communication methods. | Communication method | Outline (20-40 words/method) |
| Verbal | It could be on the phone, via Zoom or Skype, face-to-face etc. | |
| Non-verbal | It includes postures, facial expressions, touch, eye contact etc. | |
| Written | It includes a contract, tweet, report, memo etc.(Hollnagel, 2018). | |
References
| Please include your references below:
Broadbent, D. E. (2013). Perception and communication. Elsevier. Hermanson, G. T. (2013). Bioconjugate techniques. Academic press.
Hollnagel, E. (2018). Safety–I and safety–II: the past and future of safety management. CRC press.
Trotter, C. (2015). Working with involuntary clients: A guide to practice. Routledge.
|