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Answer the following questions and write your answers clearly in the spaces provided. All questions must be answered correctly, and you must provide enough detail
Answer the following questions and write your answers clearly in the spaces provided. All questions must be answered correctly, and you must provide enough detail to demonstrate your knowledge. If you require more space to record your response, attach a page clearly marked with your name and the unit title. Your responses should be submitted in written format (or in another format as agreed with your assessor) and must be in your own words. Your assessor will ensure that you have been provided with all relevant documentation. Assessment conditions Mandatory conditions for assessment include: ? a safe working or simulated environment. Questions 1. Find one piece of legislation that is relevant to workplace communication. a. What is the title of the legislation you have chosen? Answer should include the full title of one Act or Regulation at either state or federal level. For example, Privacy Act 1988 (Cwlth). b. Identify and explain at least two pieces of written or verbal information that this legislation requires your workplace to develop, deliver or communicate. 2. Give three examples of the different workplace policies that can be developed to promote consistent communication. 3. Answer the following questions about codes of conduct. a. What is the purpose of a code of conduct? b. Describe at least two examples of how a code of conduct can guide communication in the workplace. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 4. Describe at least two ways organisations ensure their external communication is consistent to protect and maintain their reputation. 5. Describe at least two ways of solving communication challenges in the workplace. 6. Describe at least two key differences between the coaching and mentoring approaches when assisting others to communicate effectively. 7. Describe at least three techniques that can be used to enhance cross-cultural communication. 8. Describe at least two principles for communicating with people with a physical, mental or intellectual disability. 9. Answer these questions about external and internal communication. a. What are at least two ways communication protocols guide external communication? b. What are at least two ways communication protocols guide internal communication? 10. What are at least three things that should be included in an emergency communication protocol? 11. Answer these questions about style guides. a. What is the purpose of a style guide? b. List at least three things a style guide may contain. 12. What steps should be followed when allocating communication responsibilities for a specific task? 13. Describe at least three steps to resolving a workplace conflict. 14. Describe at least two things workplaces can do to ensure that safety communication is understood by everyone in a workplace, no matter what level of education and literacy its workers have. 15. What are at least two examples of unethical types of communication? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 16. Describe at least three different ways to frame organisational messaging. 17. Answer these questions about communication styles. a. Describe what is meant by a communication style. b. Describe at least three different communication styles and how these styles communicate with others. 18. Describe three different communication methods and the situations you would use each of them. 19. Describe three negotiation strategies, and give an example of when each one could be used. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment 2 Develop, present and negotiate a communication protocol Learner instructions For this task, you will develop a communication protocol and then persuasively present the protocol to obtain feedback and negotiate an outcome. This assessment task is in three parts: ? Part A: Develop a communication protocol ? Part B: Persuasively present the communication protocol ? Part C: Negotiate an outcome. Complete all parts of the assessment with supporting documentation as required. Submit the assessment task in the required format and within the timeframe agreed with your assessor. Assessment conditions Mandatory conditions for assessment include: ? a safe working or simulated environment. Required resources For this assessment, learners will need access to: ? the internet ? word processing software, e.g. Microsoft Word, Google Docs ? appendices to this task: ? Appendix 2.1: TelNow simulated business information ? Appendix 2.2: Information needs analysis ? Appendix 2.3: Communication protocol template ? Appendix 2.4: Audience profiles and presentation preparation. Procedure Part A: Develop a communication protocol 1. Analyse the information needs of the simulated business TelNow: a. read the TelNow background information in Appendix 2.1 b. use the internet to research the information needs of telecommunications companies Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 c. identify the information needs of TelNow. Consider the needs of both internal and external stakeholders, including: i. suppliers ii. customers iii. team members iv. managers v. executive managers d. use the information needs analysis template in Appendix 2.2 to record your findings from this analysis. 2. Choose the type of protocol youd like to develop. For example: ? an internal or external communication guide ? a risk-based or emergency communication guide ? a style or formatting guide ? a procedure describing the breakdown and allocation of responsibilities for communication across the organisation ? a different type of communication protocol (as arranged with your assessor). 3. Document the communication protocol using the template in Appendix 2.3. The document should include: a. the purpose of the protocol why does the document exist? b. the target audience who is the document for? c. details of the protocol itself, including the situations in which it is to be used and how it should be interpreted d. at least two materials to support the communication protocol (e.g. implementation schedule, supporting policy/procedure, legislation information, etc.). Ensure that supporting materials are: i. written in plain English ii. concise (sentences and paragraphs are short) iii. structured with headings that format the document and guide the reader iv. presented in a font size that is legible e. details for how to adapt the protocol to changing circumstances. You must describe at least three different situations that would require your protocol to be adapted to suit the new circumstances, and what changes would be required. The situations may be based on: ? role changes adapting the protocol for different roles ? changes to delivery method Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 ? changes in audience requirements ? changes in communication frequency ? another changing circumstance (as arranged with your assessor). Part B: Persuasively present the communication protocol 4. Read the audience profiles in Appendix 2.4 before presenting your communication protocol to your assessor. To prepare for the presentation you must understand the different communication styles and the diverse needs of your audience. Your assessor will be simulating the audience members described in this appendix. 5. Using Appendix 2.4, document your preparation for your presentation, noting: a. the different communication styles represented in the audience profiles b. the strategies you are using to communicate effectively with the audience based on their needs, and providing a rationale for their use c. the communication challenges associated with implementing your communication protocol to remove barriers to understanding d. the diversity that exists in the TelNow team and how you can promote respectful communication within the team e. the different persuasion principles you may need to use during the presentation, e.g. authority, consistency, consensus. 6. Present your communication protocol persuasively to your assessor. Ensure that you: a. present information in a clear and succinct way b. make the organisational requirements and goals clear to your audience c. choose words, tone, body language and information that will motivate others to communicate respectfully d. identify and address communication challenges e. use a variety of communication styles that suit your audience members f. apply persuasion principles. Your assessor will observe you during the presentation. Before you begin, familiarise yourself with the observation checklist for this task. Part C: Negotiate an outcome 7. Arrange a time with your assessor to participate in a role-play. During the role-play, your assessor (or a nominated substitute) will play one of the audience members chosen from the audience profiles in Appendix 2.4. In the role-play, the audience member will propose at least one change to your communication protocol. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 8. During the role-play you must negotiate the proposed change to your communication protocol. You must a. evaluate the perspective of the person proposing the change b. examine the outcomes that would result from the proposed change c. respond to the feedback from the audience member and direct the course of the negotiation d. negotiate towards key outcomes e. confirm the outcomes of the negotiation in both verbal and written forms to the satisfaction of both parties. Your assessor will observe you during the role-play. Before you begin, familiarise yourself with the observation checklist for this task. Submission checklist For Part A of this assessment task, you must submit: ? completed Appendix 2.2: Information needs analysis ? completed Appendix 2.3: Communication protocol template (or suitable word-processed communication protocol) For Part B of this assessment task, you must submit: ? completed Appendix 2.4: Audience profiles and presentation preparation ? completed presentation For Part C of this assessment task, you must submit: ? written documentation of the negotiated outcomes signed by both you and the assessor. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 2 Criteria defining acceptable performance The learner: Satisfactory/ Unsatisfactory S U Part A: Develop a communication protocol Submitted completed Appendix 2.2: Information needs analysis. Identified the needs of the simulated business TelNow: ? used background information supplied in Appendix 2.1 ? researched the needs of telecommunications companies using the internet or other sources of information. Identified the internal and external stakeholders, including: ? suppliers ? customers ? team members ? managers ? executive managers. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Identified the information the stakeholders need. For example: ? suppliers ? what needs to be supplied (specifications) ? to what standard, in what quantity, according to what timetable ? customers ? product and service features ? prices and payment options ? guarantees and refunds ? product and service reviews ? delivery and pick-up options ? team members ? work instructions ? system information ? work plans ? decision criteria ? work standards ? safety standards ? managers ? work instructions ? performance information ? policies and procedures ? plans ? budgets ? reports ? executive managers ? strategic and operational plans ? strategic and operational goals ? competitor and market information ? resource and personnel information ? project updates ? financial reports Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The learner: Satisfactory/ Unsatisfactory S U ? operational reports. Chose an appropriate protocol to develop. For example: ? an internal or external communication guide ? a risk-based or emergency communication guide ? a style or formatting guide ? a procedure describing the breakdown and allocation of responsibilities for communication across the organisation ? a different type of communication protocol by arrangement. Submitted completed Appendix 2.3 or word-processed document outlining the communication protocol. Documented the communication protocol, including: ? the purpose of the protocol, explaining the reason for creating the document ? the target audience, explaining who it is aimed at ? the details of the protocol itself: ? the situations in which it is to be used ? how it should be interpreted. Developed at least two materials to support the communication protocol. For example: ? implementation schedule ? supporting policy/procedure ? legislation information ? scenarios to test understanding ? training materials such as ? handouts ? presentations, ? workbooks ? role-plays ? feedback forms or surveys following implementation ? prepared questions to test understanding ? other supporting materials. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The learner: Satisfactory/ Unsatisfactory S U Supporting materials are: ? written in plain English ? concise (sentences and paragraphs are short) ? structured with headings that format the document and guide the reader ? presented in a font size that is legible. Described at least three situations in which the protocol could be adapted to suit different circumstances, and the changes required in these circumstances. For example: ? changes to who will deliver the communication due to ? role changes ? devolved decision making ? availability of personnel ? changes to delivery method due to ? face to face being too costly ? catering for multiple time zones means synchronous delivery is unwieldy ? the need to reach a wider audience ? the use of multiple channels ? audience shifts that require ? strategic decisions to limit the audience ? new stakeholders being added ? frequency changes such as ? during major change there is a requirement to communicate more frequently ? message repetition ? feedback suggesting that less frequent communication will be just as effective ? external regulatory changes require changes in timing and frequency. Part B: Persuasively present the communication protocol Submitted completed Appendix 2.4: Audience profiles and presentation preparation. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The learner: Satisfactory/ Unsatisfactory S U Documented the different communication styles represented in the audience, e.g. ? thinker known for thinking things through from all angles. They love to gather and ponder information and take time to make decisions; this style describes Rohit ? influencer known for inspiring and encouraging others, interrupting others when excited and are good at building rapport; this style describes Soo-min ? connector known for supporting others. Followers rather than leaders, they are hardworking and dependable; this style describes Jamila and Fred ? passive do not express feelings or opinions; often blame themselves ? aggressive assert themselves at the expense of others; often blame others ? passive aggressive appear outwardly passive but aggressive underneath; often blame others ? assertive assert their rights and at the same time respect the rights of others; they take full responsibility for their words and actions and expect others to do the same. Explained the chosen communication strategies based on the needs of the audience and gave a rationale for their use. For example: ? using thinker strategies for Rohit being accurate, basing views on reality, sticking to the business at hand, asking questions related to why ? using influencer strategies for Soo-min showing that you care, being warm and friendly, focusing less on detail (more big picture), asking questions related to feelings ? using connector strategies for Fred and Jamila using a personal touch, presenting information in a non-threatening manner, asking questions related to how. Identified the communication challenges associated with implementing the communication protocol. For example, based on the audience profiles, the following difficulties are likely: ? poor listening skills ? language, literacy and numeracy issues ? a lack of context or knowledge ? cultural differences ? ego or authority Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The learner: Satisfactory/ Unsatisfactory S U Other challenges could include: ? poor written communication ? technological challenges ? displaced or virtual teams ? unfamiliar, distressing or distracting circumstances or situations. Planned for the diversity in the TelNow team and identified strategies for promoting respectful communication within the team. For example: ? having information available in alternative formats ? avoiding negative questions, e.g. phrased so that a no response is an affirmative answer. For example: Does she not understand? ? showing empathy ? active listening ? checking for understanding, particularly the meaning attached to words. For example, When you say supper, what do you mean? ? avoiding using colloquialisms and slang instead, using commonly understood phrases and words ? taking turns speaking; encouraging the flow of dialogue and being careful not to dominate the conversation ? using plain English and slowing down the dialogue; being conscious that people whose first language is not English may require more processing time ? making notes about things you are unsure have been understood, so you can follow up later if needed. ? allowing additional time for people to respond. Prepared a persuasive presentation: ? using the persuasion principles including ? reciprocity ? scarcity ? authority ? consistency ? liking ? consensus Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The learner: Satisfactory/ Unsatisfactory S U ? structuring the information with ? purpose ? opening statement ? key points ? closing statement ? asserting themselves ? projecting their voice. Part C: Negotiate an outcome Submitted written documentation of the negotiated outcomes agreed in the role-play: ? documentation accurately reflects the discussion points and agreed outcomes. Responded to feedback from audience member: ? managed the outcome of the communication and negotiation. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 2 Observation checklist (Part B) Learners name Learners ID number Unit code and title Assessors name Supervisors name Assessment overview For the assessor: These observations must be conducted while the learner demonstrates performance outcomes, skills and knowledge required to present a communication protocol persuasively. Ensure that the environment meets health and safety requirements prior to assessment. Regardless of whether the task is simulated or performed in a real workplace, you will need to ensure access to the required resources as listed in the assessment conditions of this unit on training.gov.au. For the learner: Your assessor will observe you using the criteria in the following checklist to ensure you meet the requirements of this assessment. This may be done in a simulated environment. Read this checklist before your practical demonstration to ensure you understand the requirements. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Step 1 Persuasively present the communication protocol Date Assessor/Supervisor initials Observation number 1 2 Assessor comments Satisfactory/Unsatisfactory S U S U The learner: a. Presents information in a clear and succinct way, including: ? enough information for the audience to understand the protocols purpose and usage ? appropriate volume, tone of voice and body language for clarity ? persuasive word choice and presentation structure ? appropriate length and pace of presentation. ? ? ? ? b. Presents organisational requirements and goals clearly. ? ? ? ? c. Models respectful communication by: ? choosing inclusive words ? using appropriate body language and respectful tone of voice ? treating the audience with respect ? showing empathy. ? ? ? ? d. Uses at least two strategies to address communication challenges, e.g. ? being accurate, basing views on reality, sticking to the business at hand, asking questions related to why ? showing empathy, being warm and friendly, giving less detail/more big picture, asking questions related to feelings ? ? ? ? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Step 1 Persuasively present the communication protocol Date Assessor/Supervisor initials Observation number 1 2 Assessor comments Satisfactory/Unsatisfactory S U S U The learner: ? using a personal touch, presenting information in a non-threatening manner, asking questions related to how. e. Uses at least two communication styles to communicate with audience members. Styles used: __________________________________________ __________________________________________ ? ? ? ? f. Applies one or more persuasion principles during the presentation, including: ? reciprocity ? scarcity ? authority ? consistency ? liking ? consensus. ? ? ? ? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 2 Observation checklist (Part C) Learners name Learners ID number Unit code and title Assessors name Supervisors name Assessment overview For the assessor: These observations must be conducted while the learner demonstrates performance outcomes, skills and knowledge required to negotiate an outcome. Ensure that the environment meets health and safety requirements prior to assessment. Regardless of whether the task is simulated or performed in a real workplace, you will need to ensure access to the required resources as listed in the assessment conditions of this unit on training.gov.au. For the learner: Your assessor will observe you using the criteria in the following checklist to ensure you meet the requirements of this assessment. This may be done in a simulated environment. Read this checklist before your practical demonstration to ensure you understand the requirements. Step 1 Negotiate an outcome Date Assessor/Supervisor initials Observation number 1 2 Assessor comments Satisfactory/Unsatisfactory S U S U The learner: a. Summarises the perspective of the person proposing the change accurately and empathetically. ? ? ? ? b. Describes the outcomes (both positive and negative) that would result from the proposed change. ? ? ? ? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Step 1 Negotiate an outcome Date Assessor/Supervisor initials Observation number 1 2 Assessor comments Satisfactory/Unsatisfactory S U S U The learner: c. Uses at least one of the following negotiation strategies to come to an acceptable outcome: ? collaborating ? competing ? accommodating ? compromising. ? ? ? ? d. Confirms the outcomes of the negotiation in both verbal and written forms to the satisfaction of both parties. ? ? ? ? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 3 Implement an improvement plan and mentor a team member Learner instructions For this task, you will gather feedback about communications in a workplace and use this feedback to implement a communications improvement plan. You will then mentor a team member to help them achieve a communications goal. This assessment task is in three parts: ? Part A: Gather feedback about communications ? Part B: Implement a communications improvement plan ? Part C: Mentor a team member. Complete all parts of the assessment with supporting documentation as required. Submit the assessment task in the required format and within the timeframe agreed with your assessor. Assessment conditions Mandatory conditions for assessment include: ? a safe working or simulated environment. Required resources For this assessment, learners will need access to: ? the internet ? word processing software, e.g. Microsoft Word, Google Docs ? appendices to this task: ? Appendix 3.1: Feedback plan and improvement report ? Appendix 3.2: Communications improvement plan ? Appendix 3.3: Mentoring plan. Procedure Part A: Gather feedback about communications 1. Using Appendix 3.1 or an alternative format, complete a feedback plan to gather data on communications in your workplace and possible improvements. This plan should include: a. a minimum of three sources of feedback on communications in your workplace (e.g. customer surveys, staff surveys, interviews, etc.) Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 b. details about feedback metrics you will use and how and when you will collect the data. 2. After you have gathered feedback, prepare a one-page improvement report using Appendix 3.1 or an alternative format. Identify at least two improvements that can be implemented based on the feedback gathered. Part B: Implement a communications improvement plan 3. Based on the improvements you identified in Part A, prepare an implementation plan using the template in Appendix 3.2 or an alternative format. This plan should include: a. at least two improvements identified from Part A b. actions needed to implement each improvement c. how success will be measured d. resources required for each action e. person responsible for each action f. completion date for each action. Part C: Mentor a team member 4. You will conduct a mentoring session with a team member. If you do not have access to a team member, you may role-play this with your assessor or a person agreed by your assessor. 5. During the mentoring session, use Appendix 3.3 or an alternative format to make a mentoring plan with the mentee that will help them to achieve at least one of their communication goals. The mentoring plan should include: a. at least one communication goal for the mentee b. at least three milestones that the mentee will achieve on the way to this goal c. a description of your role as mentor and the resources you will offer to the mentee d. a schedule of meetings/check-ins for the mentoring process. Your assessor will observe you during the mentoring session. Before you begin, familiarise yourself with the observation checklist for this task. Submission checklist For Part A of this assessment task, you must submit: ? completed feedback plan and report (using Appendix 3.1 or suitable word-processed feedback plan and report) For Part B of this assessment task, you must submit: ? completed Appendix 3.2 Communications improvement plan (or suitable word-processed improvement plan) For Part C of this assessment task, you must submit: ? completed mentoring plan (Appendix 3.3 or suitable word-processed mentoring plan). Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 3 Criteria Defining Acceptable Performance The learner: Satisfactory/ Unsatisfactory S U Part A: Gather feedback about communications Submitted completed Appendix 3.1: Feedback plan and improvement report (or suitable word-processed document). Identified a minimum of three sources to gain feedback on communications in the workplace. For example: ? customer surveys ? staff surveys ? interviews ? website metrics ? social media comments ? online reviews. Described the feedback metrics used. They may include: ? qualitative audit to see if communication standards are being applied and complied with, e.g. compliance with a style guide ? error rate ? frequency rate, e.g. for the number of complaints related to communication issues ? the extent to which policies and procedures are followed ? satisfaction ratings. Identified how and when data would be collected. Prepared a one-page improvement report identifying at least two improvements that can be implemented based on the feedback gathered. For example, improvements could relate to: ? compliance with legislative or organisational requirements ? the communications purpose ? the achievement of that purpose. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The learner: Satisfactory/ Unsatisfactory S U Part B: Implement a communications improvement plan Submitted completed Appendix 3.2: Communications improvement plan (or suitable word-processed document). Prepared a plan to improve communications that included: ? two or more improvements (identified in Part A) ? actions needed to implement each improvement ? measures of success ? resources required for each action ? person responsible for each action ? completion date for each action. Part C: Mentor a team member Submitted completed Appendix 3.3: Mentoring plan. Prepared a mentoring plan with: ? at least one communication goal for the mentee ? at least three milestones that the mentee will achieve on the way to this goal ? a description of own role as mentor and the resources offered to the mentee ? a schedule of meetings/check-ins for the mentoring process. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 3 Observation checklist Assessment overview For the assessor: These observations must be conducted while the learner demonstrates performance outcomes, skills and knowledge required to mentor a team member. Ensure that the environment meets health and safety requirements prior to assessment. Regardless of whether the task is simulated or performed in a real workplace, you will need to ensure access to the required resources as listed in the assessment conditions of this unit on training.gov.au. For the learner: Your assessor will observe you using the criteria in the following checklist to ensure you meet the requirements of this assessment. This may be done in a simulated environment. Read this checklist before your practical demonstration to ensure you understand the requirements. Step 1 Part C: Mentor a team member Date Assessor/Supervisor initials Observation number 1 2 Assessor comments Satisfactory/Unsatisfactory S U S U The learner: a. Directs the course of communication in mentoring session with the team member. ? ? ? ? b. Listens respectfully to the mentee demonstrating inclusive and open body language. ? ? ? ? c. Models respectful communication to the mentee using inclusive words, pace and tone of voice. ? ? ? ? d. Asks constructive questions to confirm the mentees independence and agency throughout the meeting. ? ? ? ? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Step 1 Part C: Mentor a team member Date Assessor/Supervisor initials Observation number 1 2 Assessor comments Satisfactory/Unsatisfactory S U S U The learner: e. Ensures mentee goals were specific, realistic and achievable. ? ? ? ? f. Clearly summarises and confirms the mentees goals. ? ? ? ? g. Works with the mentee to agree on at least three achievable milestones on the way to their larger goal. ? ? ? ? h. Agrees on timeline and schedule with mentee, ensuring that mentee has co-agency over scheduling. ? ? ? ? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Appendices Assessment Task 2 appendices Appendix 2.1: TelNow simulated business information TelNow is an Australian internet service provider (ISP). TelNow has its own ADSL2+ network and provides access to nbn technologies. Its vision is to be a market leader harnessing the potential of the internet and offering superior customer service. TelNow is based in Sydney and employs more than 3,000 staff nationally. TelNow services 1.5 million customers and offers the following services: Internet: ? NBN ? naked DSL ? ADSL2+ Telephony: ? home phone ? internet phone ? 4G/5G mobile plans Internet protocol TV: ? Foxtel ? Stan Legal framework The telecommunications industry that TelNow operates in is regulated by the following bodies: ? Australian Competition and Consumer Commission (ACCC) ? Australian Communications and Media Authority (ACMA) ? Telecommunications Industry Ombudsman (TIO) In addition, TelNow must comply with the Telecommunications Consumer Protection (TCP) Code. Organisational structure The head office is in Sydney, which contains the following departments: ? sales and marketing ? human resources ? training. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 The satellite office in Melbourne contains the following departments: ? customer service ? technical team, including: ? IT to build and maintain TelNows systems ? network teams to set up and ensure all networks function so that customers can use the services they are paying for. TelNows customers Two TelNow departments work directly with customers: ? customer service teams to support new and existing customers ? sales assisting prospective customers to choose the best service and product for them. Customers can contact TelNow via the following methods: ? online chat available for sales, support and billing ? email via support@TelNow.net.au ? phone via the TelNow 1300 number. The customer service team usually consists of a team leader and four to six customer service representatives. Team leaders report to a regional customer service manager, who in turn reports to the national customer service manager. TelNow provides the following policies for their customers: ? privacy policy ? data retention policy ? website terms of use policy ? complaints policy ? standard terms and conditions. Internal and external communication methods TelNow has the following communication channels available internally: ? TelNow intranet ? SharePoint ? email ? weekly team meeting and monthly management meetings. TelNow has the following communication channels available externally: ? online chat ? email ? social media Facebook, Twitter, LinkedIn, Instagram ? webpage and intranet Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 ? phone. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 June 2021 Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Appendix 2.2: Information needs analysis Target group What information does this group need? Why do they need it? Team Supervisor/ manager Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Executive management Customers Suppliers Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Appendix 2.3: Communication protocol template Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Name of protocol Purpose of protocol Target audience Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Details of protocol (Provide details of the specific guidance and instructions of the protocol, including when and how it is applied in the workplace. Full details can be described here or included as an attachment.) Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Supporting materials Description Details/location/purpose Example: Privacy Act 1988 The communication protocol complies with this legislation and uses it to guide the directives. See attached copy. Supporting material 1 description Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Supporting material 2 description Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Adapting this protocol Situation type How to adapt this protocol (e.g. role changes, communication frequency, etc.) Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Adapting this protocol Situation type How to adapt this protocol Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Adapting this protocol Situation type How to adapt this protocol Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Appendix 2.4: Audience profiles and presentation preparation Audience profiles The profiles below describe audience members who will attend your communication protocol presentation. Rohit Rohits family migrated to Australia from India when he was a child. His English is excellent. He is detail focused and in meetings, he loves to ask questions to test his understanding of things, and sometimes may dominate the conversation. He hates to be rushed into decisions and therefore it is best to give him as much information upfront as possible to avoid any delays. Jamila Jamila arrived in Australia five years ago. She initially could not speak English and has difficulty following conversations when people talk very quickly. She has felt discriminated against in the workplace because of how she dresses (she wears a hijab) and how she chooses to observe her religion. Jamila has a strong work ethic and likes to prove herself by how hard she can work, so she tends to dive straight into tasks without always fully understanding what is required. Fred Fred joined TelNow three years ago as a trainee and works 20 hours a week. He has a mild intellectual disability that affects his speech and understanding. Fred requires things to be explained simply, concretely and repetitively so that he can build his understanding. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Soo-min Soo-min is a team leader who is very friendly and inspiring to her team. She can get lost in the detail especially when change occurs. She is very much in touch with her feelings and those of others. She worries about the impact of change on her team and how they will cope. Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Presentation preparation What communication styles will you be using? Why have you chosen these styles? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 What communication challenges do you foresee? How will you address these challenges? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 How can you promote respectful communication during this presentation? Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Assessment Task 3 appendices Appendix 3.1: Feedback plan and improvement report Source of feedback Format and details of collection (attach sheets if needed) When and how often will feedback be collected? Example: Staff interviews One-on-one staff meetings; questions focusing on interpersonal team communication and identification of improvements to communication policy. Questions to be qualitative and narrative. Results will be collected in written form and summarised in a short report. Five interviews 30 minutes each Time needed: one week Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Source of feedback Key findings from feedback (attach sheets if needed) Suggested improvement/s Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Appendix 3.2: Communications improvement plan Improvement identified Action plan steps for improvement Resources required for action Responsible person for action Completion date Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Appendix 3.3: Mentoring plan Mentor name: Date/time Mentee name: The mentee Mentee communication goal/s What would achieving this goal look like to the mentee? The mentor Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 What role will you (the mentor) play in achieving this goal? What resources can you (the mentor) offer to help meet this goal? Timeline and milestones Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Milestone Product/output (if relevant) Resources needed Expected completion date Milestone 1 (describe below) Milestone 2 (describe below) Milestone 3 (describe below) Meeting/check-in schedule Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Date/time: Email__ Ph__ Vid__ Meet__ Date/time: Email__ Ph__ Vid__ Meet__ Date/time: Email__ Ph__ Vid__ Meet__ Date/time: Email__ Ph__ Vid__ Meet__ Date/time: Email__ Ph__ Vid__ Meet__ Date/time: Email__ Ph__ Vid__ Meet__ Notes Signatures Mentee Date/time Mentor Date/time Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 July 2021 Vanshraj Enterprises Pty Ltd T/A Victorian Academy of Commerce and Startups ACN: 60007886 | RTO Code: 41428 | CRICOS Code: 03477E | E-mail: info@vacts.edu.au | Web: www.vacts.edu.au 171 Sydney Road, Coburg | V. 1.1 June 2021
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