First published 2020
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© 2020 RTO Works
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Business Works is a series of training and assessment resources developed for qualifications within the Business Services Training Package.

Contents
Introduction 4
Assessment Task 1: Knowledge questions 5
Assessment Task 1: Checklist 9
Assessment Task 2: Project 10
Assessment Task 2: Checklist 14
Final results record 17

Introduction
The assessment tasks for BSBXCM501 Lead communication in the workplace are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Business Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
Assessment for this unit
BSBXCM501 Lead communication in the workplace describes the performance outcomes, skills and knowledge required to create an environment that enables and supports the application of innovative / advanced practice focusing on a holistic /complete approach to the integration/combining of innovation across all areas of work practice.
For you to be assessed as competent, you must successfully complete two assessment tasks:
• Assessment Task 1: Knowledge questions – You must answer all questions correctly.
• Assessment Task 2: Project – You must work through a range of activities and complete a project portfolio.

Assessment Task 1: Knowledge questions
Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
• review the advice to students regarding answering knowledge questions in the Business Works Student User Guide
• comply with the due date for assessment which your assessor will provide
• adhere with your RTO’s submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other students.
Assessment information
Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on:
• where this task should be completed
• the maximum time allowed for completing this assessment task
• whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Questions
Provide answers to all of the questions below:
1. Complete the table to describe legislative /governmental and organisational requirements relevant to workplace communication. The first row has been completed as an example for you to follow.
Description Example (provide two, with at least one addressing digital communication requirements)
Best practice Good practices that have been agreed upon by experts and have proven to achieve successful results. ISO Standards for communication (industry specific) e.g. ISO 9921:2003 specifies the requirements for the performance of speech communication for verbal alert and danger signals, information messages, and speech communication in general.
ISO standards for artificial intelligence and data security.
Legislation
Workplace policies/procedures
Codes of conduct
Reputation and culture
2. Discuss communication challenges in the workplace. Consider the following in your answer:
• description of four challenges (conflict, risks/safety hazards, unethical communication, organisational messaging)
• at least two techniques that may be used to respond to each of the mentioned challenges.
3. List five methods of workplace communication:
4. Outline four communication styles using the table below.
Style Description

5. List five things a mentor/ guide, tutor should consider/do as they mentor and coach others.
6. List four key principles / values of cross-cultural communication
7. List four key principles to consider when communicating with people who have special needs or disabilities.
8. Complete the table to explain communication protocols and their relation to cross-cultural communication and special needs/disability. The first row has been completed as an example for you to follow.
General example (provide one) How to consider cross-cultural and special needs/disability in the communication (provide one example)
Internal and external communication guides Nominated means of communication for identified purposes Include accessibility requirements for webpage design
Risk based/emergency communication guides
Style/formatting communication guides
Allocation of responsibility
9. Discuss what negotiation in the workplace entails/requires and three techniques that can be used to ensure successful negotiation.
Assessment Task 1: Checklist
Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully? Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 2: Project
Information for students
In this task, you are required to demonstrate your skills and knowledge by working through a number of activities and completing and submitting a project portfolio.
You will need access to:
• a suitable place to complete activities that replicates a business environment including a meeting space and computer and internet access
• your learning resources and other information for reference
• Project Portfolio template
• Simulation Pack for this unit if using the provided case study.
Ensure that you:
• review the advice to students regarding responding to written tasks in the Business Works Student User Guide
• comply with the due date for assessment which your assessor will provide
• adhere with your RTO’s submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other students.
Assessment information
Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on:
• where this task should be completed
• how your assessment should be submitted.
Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Activities
Complete the following activities:
1. Carefully read the following:
This project requires you to demonstrate that you can lead communication in the workplace by:
• researching internal and external information needs
• developing and implementing communication protocols
• persuasively / convincingly and professionally presenting information to negotiate desired outcomes to a variety of audiences
• improving communication challenges and processes through review.
Vocational education and training is all about gaining and developing practical skills that are industry relevant and that can help you to succeed in your chosen career. For this reason, we are giving you the choice to base this project on your own business, one you work in or a familiar with, or you can use the case study provided. This will mean that you are applying your knowledge and skills in a relevant, practical and meaningful way to your own situation!
You will need to communicate with people who work for, or are involved, in this business several times. Your communication may be either directly with actual staff members or fellow students/your assessor can play the roles of relevant people/parties. Communication can be in any appropriate format (e.g. face to face, video conference) as long as it meets the requirements outlined in the Project Portfolio.
You will be basing your communication on a relevant workplace issue or project that provides an opportunity for negotiation.
Examples of suitable issues or projects you may want to consider include:
• wage negotiations
• property lease agreements
• KPIs
• project scope negotiations
• deliverable due dates
• supplier payment terms
• internal budget discussions
If you choose your own business (or one you work for/are familiar with), it is important that this business has organisational policy and procedures related to communication already developed. Speak to your assessor to get approval if you want to base this on your own business or one you work for.
You will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below. Before you begin, complete page 4 of your Project Portfolio and read through the requirements of Sections 1,2 and 3 in the Project Portfolio to familiarise yourself with what must be done.
2. Guide workplace communication
Complete Section 1 of the Project Portfolio to:
• research internal and external information needs of your chosen organisation
• develop and implement communication protocols according to information needs
• prepare to mentor someone (e.g. junior employee) to achieve the organisation’s communication goals and adhere to developed protocols
• mentor the chosen person.
The mentoring session should last for 15 minutes.
The mentoring session may be with an actual staff member or alternatively family, friends, classmates or your assessor can play the role of the person being mentored.
This can either be viewed in person by your assessor (or your assessor may join the meeting online) or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step. Make sure you follow the instructions above and meet the timeframes allocated.
Submit Section 1 of your Project Portfolio to your assessor and attach required evidence as indicated in your portfolio.
3. Engage in workplace communication
Complete Section 2 of the Project Portfolio to engage in separate negotiations with two different audiences. For each occasion, you will:
• prepare to negotiate by identifying the method/style of communication, understanding any diverse/various, different needs of the audience, planning to address barriers/risks and establishing desired outcomes of the negotiation.
• present complex/complicated information related to your chosen workplace issue or project:
o in a succinct/brief, clear and persuasive manner
o to positively influence others
• evaluate differences in perspective/views and critically/judgementally examine outcomes
• negotiate desired outcomes, focussing on key outcomes
• confirm and implement key outcomes using appropriate methods.

The objectives of the negotiation are for you, as a workplace leader, to:
• model/motivate respectful communication
• achieve key outcomes
• communicate according to organisational requirements and goals.
The negotiation will last for approximately 20 minutes and may be with an actual staff member or alternatively family, friends, classmates or your assessor can play the role of the other negotiation party.
Negotiations can take place in a variety of ways as long as organisational requirements are adhered to. If negotiations are face-to face, they can either be viewed in person by your assessor (or your assessor may join the meeting online) or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step.
Make sure you meet the timeframes allocated and that you adapt your communication style for the different audiences.
Submit Section 2 of your Project Portfolio to your assessor and attach required evidence as indicated in your portfolio.
4. Review communication
Complete Section 3 of your Project Portfolio to:
• use digital technology to obtain feedback from a variety of sources about the outcomes of your communication and negotiations (including the effectiveness of communication channels, systems and processes).
• document and implement communication improvements
Attach required evidence as indicated in your portfolio.
5. Submit your completed Project Portfolio
Make sure you have completed all sections of your Project Portfolio, answered all questions, provided enough detail as indicated and proofread for spelling and grammar as necessary. Ensure all required attachments are correctly attached.
Submit to your assessor for marking along with attachments as indicated.

Assessment Task 2: Checklist
Student’s name:
Did the student: Completed successfully? Comments
Yes No
Guide workplace communication by:
• summarising applicable organisation strategy, policies and procedures
• summarising applicable legislation
• researching information needs of their chosen organisation, including:
o internal and external needs
o at least three sources (including digital sources)
o relevant information from minor sources
• developing at least two communication protocols
• adapting communication protocols to at least two different contexts
• supporting/implementing communication protocols by:
o developing at least two different communication materials (at least one being digital)
o directing staff to adhere to communication requirements
o using materials in the workplace.
• Mentoring someone by:
o assisting them to achieve communication goals
o motivating them to communicate respectfully and consider everyone’s needs
o following mentoring principles/methods.
Engage in workplace communication by:
• establishing potential and desired outcomes
• preparing to negotiate, including:
o identifying the method/style of communication to suit the audience
o identifying anticipated communication challenges
o planning to address barriers/risks
• presenting complex information related to their chosen workplace issue or project:
o in a succinct, clear and persuasive manner
o to positively influence others
• evaluating differences in perspective and critically examine outcomes
• negotiating desired outcomes using negotiation techniques and
o model/motivating respectful communication
o communicating according to organisational requirements and goals
• confirming negotiation outcomes
• implementing negotiation outcomes.
Review communication to:
• obtain digital feedback on outcomes of communication and negotiation (including the effectiveness of communication channels, systems and processes) from at least two sources
• identify and document areas for team and organisation-wide communication improvement
• implement plans to improve communication
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:

Final results record
Student name:
Assessor name:
Date
Final assessment results
Task Type Result
Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Knowledge questions S U DNS
Assessment Task 2 Project Portfolio S U DNS
Overall unit results C NYC
Feedback
• My performance in this unit has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature: Date:
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor signature: Date: