Case Study: Read the below 4 case studies for completing task 4.1 and 4.2

Please read carefully the 3 case studies given below and complete Task 4.1 and Task 4.2 accordingly

Class is in Session

Two of your fitness instructors are not pleased with the current situation. Their chief complaint is that they don't have enough time to complete all the requirements of the required certification. They do not know how they will be able to manage their current workload with the additional requirements from the course work, while also balancing personal matters.

If things went their way, they would want to be able to use some of their current work hours for their additional training. Additionally, they don't want to be heavily restricted to less than four months. The only thing they are firmly against is being forced to complete the course work in two months. It's too straining on them.

Management understands the viewpoint of the fitness instructors and wants you to communicate the following information to them:

• The organisation will cover all expense for the training, this includes:
  • Full tuition
  • Transportation expenses
  • Food expenses
• Fitness instructors will be able to choose if they will want to apply for a Recognition of Prior Learning or take the full unit of competency.
• Fitness instructors can determine the schedule of their training based on their individual needs, so long as they are able to complete their assessments within a 3-Month period. Extensions can be negotiated.

From the negotiation, management would want to have all fitness instructors to agree to their set requirements. However, they can adjust some details such as the assessment period. The only thing management cannot agree to is having fitness instructors use work hours for their individual training.

According to management, majority of the fitness instructors relate more to end goals, rather than to the step-by-step procedures. They are more big-picture thinkers, so it will make it easier to concentrate on the overall benefits of the new requirements on their own personal goals.

Access the character brief required for this case study scenario from the link provided below:

Class is in Session Character Brief

https://bouncefitness.Precisiongroup.com.au/supplementary-files/cross-sector-bsbxcm501/

Provide your volunteers a copy of the character brief before conducting your role play activity.

Flexing with Clients

Part of the change required by Bounce Fitness is communicating with clients the modifications made to the organisation. You must hold a focus group discussion (FGD) with one of the groups

Management plans to impose the following changes to its processes that you will need to consult with the clients:

• Bounce will impose a $50 increase to the membership fee that can be paid in instalments based on current payment plan. This is to compensate to the improvements to be done to the facilities
• Bounce will have less workforce for the next few months to accommodate to the training that each fitness instructor must undergo
• Some areas of the centres might be unavailable due to upgrades to facilities
• Though Bounce Fitness will be undergoing some changes for the coming months, it is so that Bounce Fitness can provide the highest quality of service to the customers.

From previous market research, the current clients are sensitive to price changes, so large changes to the membership fees might turn them off. However, if the change in prices are reasonable and you provide them with a flexible payment plan, the clients might accommodate the change in fees. Current clients are very concerned with the quality of service and value for their money spent on the fitness centre, so it is important to be very explicit on how Bounce Fitness aims to improve overall customer experience with the changes.

From past FGDs, current customers are more process-oriented. If you can communicate the steps required to reach the desired outcome, customers will respond more positively. It is suggested that you be more specific with what's currently happening and why it's happening so that customers gain more clarity and understanding on how the changes are still focused on them.

Management's ideal situation is to be able to transition with the change without having to lower down price increase. However, if the clients feel that the price increase is too steep, management will be able to decrease total price increase. Management cannot, however, accept a situation wherein the prices are not increased at all.

Access the character brief required for this case study scenario from the link provided below:

Flexing with Clients

https://bouncefitness.Precisiongroup.com.au/supplementary-files/cross-sector-bsbxcm501/

Provide your volunteers a copy of the character brief before conducting your role play activity.

Shifting the Weight

There's a minor conflict between your fitness instructor and a receptionist. The dispute is due to a miscommunication about the fitness instructor's shift schedule and external training.

You need to resolve the conflict between the two and provide action items, before reporting to management.

Management needs you to communicate the following information:

• Employees will be suspended for a week to reflect on their actions
• Management will discuss this case to determine the next steps to take for the fitness instructor

From initial reports, the receptionist accidentally recorded the schedule incorrectly, resulting in the fitness instructor's shift and training getting scheduled on the same time. This led to the fight between the two.

Ideally, management wants you to defuse the situation and have the two on working terms after sorting out their issues. However, if this isn't possible, management can set up schedules so that the two can avoid interacting with each other. Management cannot promise that the two will never interact; current staffing capacity will not allow this.

From what you gathered, the two are very resistant reconciling. They would like to be placed on separate shifts so that they don't have to work with each other. Both are very clear that they will approve of any other situation except their current working situation, which requires both of them to work with each other their entire shift.

Despite being on opposite ends of the dispute, the two share very similar ways of communicating. Both are very facts driven. They are both very meticulous with their work and very logical when they are explaining situations. However, you have noticed that they both get very frustrated when something does not follow their own logic. This issue should influence how the meeting with the two should pan out.

Access the character brief required for this case study scenario from the link provided below:

Shifting the Weight Character Brief

https://bouncefitness.Precisiongroup.com.au/supplementary-files/cross-sector-bsbxcm501/

Provide your volunteers a copy of the character brief before conducting your role play activity.

Questions:

1. To complete this task, you must conduct a role play activity for each case study scenario outlined above and submit 3Meeting Briefs and 3 Meeting Minutesas evidence at the end. The following instructions equally apply to all scenarios.
2. Locate and Use the following:
   • Meeting Minutes templateXCM501-Meeting Minutes.docx
   • Meeting Brief TemplateXCM-Meeting Brief.docx
   • Action Plan TemplateXCM501-Action Plan.docx
3. Access the required documents required for your role play activity as outlined in the corresponding Case Study Scenario.
4. Complete theMeeting Briefto prepare for the role play activity. Provide the following information based on the corresponding case study scenario:
   • • Name of selected case study
     • Type of communication to be undertaken
     • Target audience of your communication
     • Communication style appropriate to your audience(You must identify a different communication style for each role play activity conducted.)
     • Information that you must present to the audience
     • Management's perspective, which must include at least one of each of the following:

• • • NeedThe need is required outcome of the party from the communication/negotiation.
    • WantThe want is the most favourable outcome most ideal outcome of the party from the communication/negotiation
    • FearFears are circumstances or requirements that will lead to the party withdrawing from the communication/negotiation.
• • • Audience's perspective, which must include at least one of each of the following:
• • • Need
    • Want
    • Fear
  • Evaluate the difference between management's perspective and audience's perspective.Evaluation includes, but is not limited to the following:
    • Identifying where portions of management's perspective and audience's perspective intersect
    • Relate management's needs with needs of audience
    • Identify areas where audience and management's perspective clashes
    • Based on your evaluation, identify at least one key outcome of the communication/negotiation that would appeal to both management and audience.

You must complete theMeeting Briefand provide a copy to your assessor before conducting each role play activity. Your assessor will use this to assist in completing theObservation Form.

1. Conduct a role play activity. During each role play you must:
   • Present the information as outlined in yourMeeting Brief
   • Negotiate towards an outcome based on key outcome you have identified in yourMeeting Brief.
   • Identify outcome of your meeting
   • Confirm the outcome of your meeting
   • Identify the following based on the outcome identified:
     • At least one action item to implement agreed outcome

Your identified action item must be appropriate to the outcomes of your negotiation or communication from Task 4.1

1. • • For each action item, identify the following
       • Anticipated date of implementation
       • Anticipated result
2. Record discussion in the Meeting Minutes and have each participant of your meeting sign the 'Attendees' section of theMeeting Minute.
3. Submit the following to your assessor:
   • ThreeMeeting Briefs- one for each role play activity conduced
   • ThreeMeeting Minutes- one for each role play activity conducted

Secure a copy of each of your completedMeeting Minutes. This will be used to assist you in completing the next task.