To complete this part of the assessment, you willparticipate in a role play scenario to demonstrate your ability to complete skills-based tasks to industry standards.The role play will be observed by your Teacher/Assessor or can be digitally recorded and submitted as evidence.

Your demonstration will be used as part of the overall evidence requirements of the unit.

You should refer to the list of criteria provided in the observation checklist to understand what skills you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria your Teacher/Assessor will be marking you on.

Once completed you will need to submit this assessment to your Teacher/Assessor for marking.

Role play scenario:

You are currently working as a group support officer for a Real Estate Business and your role requires you to communicate regularly with Supervisor staff in the five suburban offices owned by the business. Communication and negotiation are key skills required for this role.

The management has decided to upgrade the office files storage system for each location on Microsoft OneDrive - a centralised cloud-based storage system, which will streamline file access and storage across the business.

You have been asked to communicate the changes to the staff at each office and you will need to gain their support. The change will affect the local administrative processes that are currently in use where the office files are stored in filing cabinets within each individual office.

This is a significant change to the business and means all files and documentation from the past 7 years must be moved onto the OneDrive.

As you address these changes with each team, you will need toconsider the different perspectives between staff members using effective communication and suitable protocols. You may also need to negotiate with some staff who are feeling apprehensive and do not wish to change how files are currently saved and stored. You must be prepared to answer all questions to help the teams understand their part during the roll out. Some perspectives between staff members may include, but are not limited to:

• staff who are uncomfortable with what is being discussed
• staff who prefer more detail
• staff who disagree.

The role play must be conducted with 3 other participants, each taking on the role of a staff member listening to the changes you are discussing. They must in turn be mentored to communicate the changes discussed to their respective office staff.

Role of the student being assessed

In this role play, you will be playing the role of Group support officer and will be addressing the representatives from the 5 suburban offices to discuss how they will work with the changes as they use the new cloud-based technology to meet the wider group's documentation storage requirements. You will be required to clearly communicate to the staff the changes in the policy and address their concerns on the changes.You may also need to negotiate with some staff who are feeling apprehensive and do not wish to change how files are currently saved and stored. You must be prepared to answer all questions to help the teams understand their part during the roll out.

Your task is to deliver the information regarding the changes to the attending participants, listen to their concerns and objections and respond to these and end the role play with a positive outcome where all the participants felt they had been heard.

After the negotiation you must guide the staff to communicate the information to the other office employees at their branches. You must also collect feedback from the employees of the suburban offices on the communication and potential areas of improvement in the communication policy and organizational practices.

During your role play you must demonstrate the following presentation and negotiation skills:

1. Demonstrate variety of communication styles relevant to the staff in audience
2. Communicate the information in a concise, clear, and persuasive manner
3. Address the issues and perspectives of the staff using proper communication methods
4. Demonstrate negotiation skills to achieve key outcome
5. Implementation of key outcomes of negotiation using relevant methods

During your role play you must demonstrate the followingteam and individual reviewingskills:

1. Provide guidance to the office staff to assist them in achieving communication goals.
2. Obtain feedback from the office staff on the outcomes of communications and negotiations.
3. Identify potential areas for improvement in communication for team or organisational practices.
4. Identify and suggest further actions to implement communication processes or protocols.