1. Outline three (3) strategies for cross cultural communication.

2. Select communication techniques for problem-solving strategies by placing the letter of the communication technique next to the correct problem-solving strategy.

Communication techniques:

A.Negotiation

B.Mediation

C.Conflict Resolution

D.Incident De-escalation

Problem solving strategy	Communication Technique
Involves closing down the issue before it grows into a bigger conflict. If this were to happen in a meeting, you could shut down the conversation and agree on another time to discuss it, then go through problem-solving steps to resolve any issues.
Involves using problem-solving techniques or calling meetings to identify and discuss the issues and reaching a consensus on how to solve them.
A process where two or more parties with different interests and goals discuss issues to find a mutually acceptable solution.
A form of workplace conflict resolution, a confidential process where an impartial and independent third person facilitates communication between two or more people in dispute.

3. Name four (4) strategies you would employ to run a structured and inclusive meeting.

4. Organisations operate with many policies and procedures to assist with the smooth and legal running of their business. Using the numbered list below, identify all policies and procedures that would be used in the following communication situations (Note - some may be assigned more than once).

Policies and Procedures:

1. Health and Safety policy
2. Employment contracts
3. Code of Conduct
4. Recruitment policy
5. Employee handbook
6. Complaints procedure
7. Confidentiality policy

Communication situations	Policies and Procedures used (at least three (3))
Making an induction presentation to a group of new staff members:
Negotiating with an unhappy and rude customer who would like to make a complaint:
Participating in a recruitment meeting to discuss candidates:

For the following two questions (5 & 6) think about how workplace policies and procedures relating to confidentiality and privacy are influenced by state, territory and federal legislation. It is important to stay up to-date with relevant policies to ensure you are behaving ethically and legally when presenting and negotiating and participating in meetings.

5. Name the government legislation that protects the Privacy of Information in Australia and describe what it regulates.

6.List at least three (3) pieces of personal information that are protected under the Act.

7. When communicating with others it is important to determine the tone, structure, and style to use. Explain why this is important and the impact it can have on others. Include a workplace communication example in your answer.

8. List five (5) steps you would take to resolve conflict during a meeting?

9. Access the BizOps Management team document. Use the organisational chart to complete the following:

Name a relevant stakeholder, a reason why the stakeholder could be communicating with BizOps, and which department manager at BizOps would need to give approval.

An example: HR Manager (Department) may communicate with Fair Work (Government agency) when determining changes to work conditions (reason).

External Stakeholder	Name/ Type of stakeholder	Reason for Communication	Seek approval from:
Government Organisation
Industry - supplier of goods for sale or use in the business
Media
Event

10.Outline the process you would use to plan and document a negotiation and meet the needs of stakeholders.

11. It is important to confirm the outcome of a negotiation. Name two (2) ways you could communicate with stakeholders and establish common ground for a potential compromise.

12. When a presentation is made to a particular audience, it is important to provide opportunities for the audience to ask questions. Explain why. It is also important to follow up with the audience after the presentation. Why is this important and how could you do it?

13. Identify two (2) strategies for evaluating a presentation.