Assessment Task 2 - Performance and Skills

Part A: Plan workplace communicationusing workplace scenarios

Read the scenarios and answer the following questions relating to the scenarios.

Scenario 1:

Rob is the manager of a small building company. He was showing Chad, his apprentice, how to use one of the new drills. Rob wanted to impress the youngster so he used all the technical terms and gave Chad as much detail as he could. Chad listened quietly throughout the explanation. At the end of his explanation, Rob asked Chad to show him what he'd learned by trying to use the drill on a piece of timber. Rob was surprised and disappointed when his apprentice did not use the drill properly and damaged the timber.

1. What was Rob's purpose when communicating to Chad and what should he have recognised in regards to Chad's information needs and communication requirements?

Answers:

1. What methods of communication were available to the manager to convey the message or information based on work context?

Answer:

1. What more appropriate method(s) of communication could the manager have used to convey the messages or information to Chad?

Answer:

Scenario 2:

Gemma works for an estimating company. When other staff are out on site and she is in the office by herself, she likes to put her headphones on and listen to music while she works. One day she did this, and only realised the phone was ringing after it had been going for quite a while. She hurriedly pulled her headphones off one ear and answered the phone. It was a client changing some details to an urgent quote request. Gemma quickly wrote down what she heard, hung up and put the note on the supervisor's desk.

A few days, later the supervisor called Gemma into her office and asked about the phone call she'd taken. Her supervisor communicated to Gemma that not only had she made mistakes in what she had written down, resulting in the quote being done incorrectly, but the client had been able to hear the music from Gemma's headphones down the phone and wasn't too impressed. The supervisor suggested to Gemma that she needs to concentrate on her job and not be distracted.

1. What was the supervisor's purpose for the workplace communication?

Answer:

1. How should Gemma plan and respond to the communication from her supervisor?

Answer:

1. Was this communication problem caused by Jemma or her supervisor? First, explain the reason for your choice. Then write down what you think could have been done differently - either by Jemma or her supervisor.

Answer:

Scenario 3:

At Julie's workplace there is a company meeting every week to update the team about current projects. Julie works in the accounts area and in the course of a few emails finalises payments for a job. During this process a regular client asked her to get someone to come and give a quote for another job. Julie replied that she would and mentioned that there might be a delay, due to a big new project which was beginning. She took the client's details and passed the message on to the appropriate person.

Later that day, Julie's manager sent her an email telling her that the client had opted to go with another company rather than wait for the quote. He also reported that the company had in fact just employed extra staff so there would be no delays for other clients. He has asked for her to explain the reasons for her actions.

1. Imagine you are Julie. What communication method do you consider would be best to use to communicate your response to the manager.

Answer:

1. Outline what Julie's response to the Manager should be in a manner that is respectful and clear. In your response you need to address:

• Respond to the manager's message requirements, interpreting and clarifying as needed.
• Adjust your communication methods to enable effective communication.

Answer:

Part B: Undertake routine communications

Scenario 4:

Jane is a sales representative who has been asked by her superior to prepare a sales presentation for a potential client and to demonstrate it accordingly to the team. She needs to demonstrate her ability to prepare written material that is clear in meaning and format according to the company's requirements. During the presentation, she will also need to demonstrate active listening and questioning techniques, communicate information and ideas verbally while considering the needs of those from diverse backgrounds, and identify and report any communication challenges to superiors.

1. Role play meeting with your client

Using the information from Scenario 4 you need to demonstrate via a role play your ability to seek and receive oral feedback with at least two to three team members in a brief three to five (3-5) minute role play meeting. The meeting is an informal request for feedback on the situation.

Make sure to address the following:

• Prepare presentation and any written material that is clear in meaning and format according to organisational requirements
• Demonstrate active listening and questioning techniques in a workplace discussion
• Communicate information and ideas verbally in a workplace discussion, considering the needs of those from diverse backgrounds

IMPORTANT NOTES:

This part of the assessment includes a role play of a presentation to team members. Please follow the instructions below:

Students taking face to face classes:

• You can do the role play face-to face during class hours. You will be required to arrange fellow student/s to do the role play with you however they must be briefed on their role and prepared to ask you questions and provide you with feedback. Please see further instructions in the assessment on the number of participants required for the role play.
• Your trainer will complete a Role Play Observation Criteria as evidence of your participation in the role play (this will be completely electronically by your trainer who will upload it as part of your assessment record).

Students taking online classes:

• You must arrange participants to do the role play with you (participants can include fellow students, friends, family members, or work colleagues however they must be briefed on their role and prepared to ask you questions and provide you with feedback. Please see further instructions in the assessment on the number of participants required and the length for the role play.
• You must also video record the role play using your phone and upload it to learning management system. You can also do the task using an online platform such as WhatsApp or Zoom and record the session.
• Your trainer will complete a Role Play Observation Criteria as evidence of your participation in the role play (this will be completely electronically by your trainer who will upload it as part of your assessment record).

Uploading your video onto Learning Management System:

• Please see additional instructions uploaded together with Assessment Task 2 on how to submit your recording onto the learning management system.

Role play observation criteria (1)

Note: Please refer to the following observation criteria for the role playexplaining the learning expectations that your trainer/assessor will use to determine your grading as Satisfactory (S) or Not Yet Satisfactory (NYS):

1. Demonstrate active listening and questioning techniques in a workplace discussion

1. Communicate information and ideas verbally in a workplace discussion, considering the needs of those from diverse backgrounds

1. Communicate message or information according to organisational requirements and in a manner that is respectful and clear in meaning

1. Adjust communication methods to enable effective communication with those from diverse backgrounds as required using:

- verbal means: telephones, mobile devices, video conference and

• written means eg: email, SMS, social media

1. Receive workplace information and instructions, and interpret and clarify as needed

1. Respond to communications according to requirements of the message

1. Seek feedback from team members/manager on effectiveness of communication

1. Follow-up from meeting with team members

Following the previous task you are now required to gather feedback from participants on your presentation. You should request the team members to complete thePresentation Feedback Questionnaire found in the Appendix to assist you in the completion of this task. Write up your summary notes from what you have gleaned.

Answer:

Part C: Participate in workplace communication

Read the scenario and answer the following questions relating to the scenario.

Scenario 5:

Sam works for a cleaning company. At Sam's workplace there is a company meeting every week to update the team about current projects. Sam is from France and he speaks English as a second language. This is Sam's first week on the job. During the meeting, Sam's boss spoke very fast and it was hard for Sam to understand him. There was a problem with one of the office buildings the company regularly cleans. Towards the end of the meeting, Sam's boss said: "I'd like youse to have a go at some ideas on how we can get this done by this arvo. A couple of people have chucked a sickie so we are under the pump."

1. Imagine you are Sam. Use active listening and questioning techniques to clarify issues during the meeting.
2. What questions would you ask your boss to clarify the part of the message you didn't understand?
3. How would you approach your boss about speaking slowly, use of Australian accent, and saying things that did not use jargon and Australianisms?

Answer:

a.

b.

1. Imagine you are Sam. One of your colleagues is angry because he thinks it's unfair that they should work extra hours. He is using offensive language to describe the people by name who called in sick. What would you say to your colleague?Try your best to ensure you're honest, respectful, open and polite during communication.

Answer:

1. Imagine you are Sam. Present solutions to the problem your boss described.

Answer:

1. How should Sam deal with this issue of his colleague using offensive language to describe the people who called in sick. Sam feels that he must report the matter to his superiors...how should he communicate this?

Answer:

1. Role Play of informal discussion with team members

Using information in Scenario 5 conduct a three to five (3-5) minute role play workplace informal discussion with two or more people participants.

Discuss the inappropriate language and any non-verbal elements that accompany this language from Scenario 5. During the discussion you should:

• Identify the inappropriate language.
• Discuss how and why it is inappropriate including any cultural, non-verbal or offensive elements, and how this might make you feel.
• Discuss and evaluate several solutions on how to improve language at work
• Discuss why this communication challenge needs to be reported to an appropriate person.

Your trainer will assess you during this role play and you may conduct this during workshop time.

IMPORTANT NOTES:

This part of the assessment includes a role play of a workplace informal discussion. Please follow the instructions below:

Students taking face to face classes:

• You can do the role play face-to face during class hours. You will be required to arrange fellow students to do the role play with you however they must be briefed on their role and prepared to ask you questions and provide you with feedback. Please see further instructions in the assessment on the number of participants required for the role play.
• Your trainer will complete a Role Play Observation Criteria as evidence of your participation in the role play (this will be completely electronically by your trainer who will upload it as part of your assessment record).

Students taking online classes:

• You must arrange participants to do the role play with you (participants can include fellow students, friends, family members, or work colleagues however they must be briefed on their role and prepared to ask you questions and provide you with feedback. Please see further instructions in the assessment on the number of participants required and the length for the role play.
• You must also video record the role play using your phone and upload it to learning management system. You can also do the task using an online platform such as WhatsApp or Zoom and record the session.
• Your trainer will complete a Role Play Observation Criteria as evidence of your participation in the role play (this will be completely electronically by your trainer who will upload it as part of your assessment record).

Uploading your video onto Learning Management System:

• Please see additional instructions uploaded together with Assessment Task 2 on how to submit your recording onto the learning management system.

Role play observation criteria

Note: Please refer to the following observation criteria for the role playexplaining the learning expectations that your trainer/assessor will use to determine your grading as Satisfactory (S) or Not Yet Satisfactory (NYS):

1. Respond to communications according to requirements of the message

1. Use active listening and questioning techniques to clarify issues in a group situation

1. Clearly contribute ideas and information to workplace discussions

1. Support others to communicate in workplace discussions through courteous and professional behaviour

1. Identify and report any communication challenges to superiors

Congratulations on completing your Assessment Task 2. Please remember to submit:

• This completed workbook
• Role play recordings for Parts B & C (if you don't do them in the face-to-face class or workshop).

Appendix

Presentation Feedback Questionnaire

Your Name (optional)
Presentation Title
Presenter's Name
Presentation Date /Time
SCALE
1 = strongly disagree 2= disagree 3 = unsure 4 = agree 5 = strongly agree	1	2	3	4	5
Matter:
An overview was given
The content was organised logically
The main points were backed up with evidence
The presenter understood the content
I was able to follow all the points made
Manner:
The presenter:
Was well-groomed
Spoke clearly
Stood and moved with purpose
Used vocal techniques to create interest
Used vocal techniques to create interest
Developed a rapport with the audience
Method:
The layout of the room assisted delivery
Presentation aids supported the content
Presentation aids supported the content
Visual material was well constructed and added to the presentation
The presenter handled Q&A session effectively
The presenter finished on time