BSBCRT401

Project

You are a Marketing Coordinator at Ansell Corporation.

Your company is thinking about integrating customer relationship management into its business

As a coordinator, you have the following responsibilities:

• Considers the opinions of others to improve and enhance own learning
• Articulates ideas and requirements clearly and creatively using techniques appropriate to the audience and environment
• Participates in a verbal exchange of ideas and elicits the view and opinions of others by listening and questioning
• Use a range of persuasive responses and makes comparisons which show an understanding of topics and concepts
• Demonstrates sophisticated control over oral, visual and/or written formats, drawing on a range of communication practices to achieve goals
• Recognises opportunities to develop and apply new ideas and select ideas for implementation
• Considers key themes and ideas to be explored and identifies ways to respond to and use diverse perspectives
• Uses features and functions of digital tools and technologies to store and present information

As a part of this program, your supervisor has asked you to articulate, present and debate ideas in a work or broader life context using creative techniques in order to provoke a response, reaction and critical discussion.To do so, you need to complete the following tasks:

• Analyse ideas for communication to others
• Provoke response and reaction
• Debate and discuss ideas

Task 1: Analyse ideas for communication to others

Ansell Corporation is thinking about integrating customer relationship management into its business. Therefore, your supervisor has asked you to get a presentation on the importance of customer relationship management (CRM). The purpose of this presentation is to provoke response, debate and discuss CRM with senior management, marketing and sales.

To get the groundwork for the presentation, you are required to perform the following task:

1. Analyse key themes, messaging and positing related to customer relationship management. Record your response in the space provided.

Key themes, messaging and positing for customer relationship management (1 0 0 - 1 5 0 wor ds)

1. Carefully analysis different ways of communicating your customer relationship management (CRM) idea to following so that they can understand how CRM will help them to achieve their department purposes?
   1. Senior Management
   2. Marketing Department
   3. Sales Department

You are required to record at least five different ways of communicating ideas and their benefits on the table below.

Different ways of communicating ideas and their benefits (5 different ways and benefits)
Different Ways	Benefits
1.
2.
3.
4.
5.

1. You are required to identify the following:
   1. Enabling skills which can help individuals to effectively participate in the discussion
   2. Attributes which can help individuals to effectively participate in the discussion

Record your findings in the space provided below.

Enabling skills required to effectively participate in the discussion (Any five)

Attributes required to effectively participate in the discussion (Any five)

Task 2: Provoke response and reaction

Part A: Your supervisor is really impressed by your groundwork and has asked you to deliver a presentation on the importance of CRM. The whole purpose of this presentation is to provoke response and reaction from different stakeholders who are senior management, sales and marketing department. To assist you in achieving presentation goal, your supervisor has suggested you work on the following:

1. Explore techniques to engage, fascinate and involve others in the process of communication and exchange
2. Explore ways in which storytelling can be used to communicate ideas
3. Identify specific ways to provoke and encourage response from various stakeholders

You supervisor has informed you that the Board of Directors of Ansell Corporation is very excited about CRM idea but won't be able to attend presentation onsite on schedule date and inform you that majority of them are Mandarin-speaking and English is their second language. Therefore, you are required to come up with innovative approaches to include them in your presentation and overcome the communication challenges arises due to the language barrier and their onsite unavailability.

To assist you with your preparation, a template is provided below, and you are required to record your work in it.

Preparation template for presentation

1. Techniques to engage and involve others in the communication process (Any five)

2. Ways in which storytelling can be used to communicate ideas (Any five)

3. Develop an approach to overcome communication challenges like language barrier and onsite unavailability (5 0 - 1 0 0 wor ds)

1. Ways to provoke and encourage response from different stakeholders(Any five)

Task 3: Debate and discuss ideas

Part A:Post-presentation discussion by researching and recording your findings on the following:

Debate and discuss ideas preparation

Ways to deal with criticism (Any five)

How to successfully respond to a difficult question? (3 0 - 5 0 wor ds)

How to join a conversation? (3 0 - 5 0 wor ds)

Instructions:

Trainer/Assessor is required to arrange post-presentation debate and discussion to assist the student in demonstrating their oral communication and interaction skills.

Part B:You are required to participate in the post-presentation discussion, where you will use your learning from the previous task to communicate effectively. Your colleague has raised the following concerns related to CRM:

• CRM costs
• Training
• Record Loss
• Security concerns
• Suitability to business culture

Respond to your colleague concerns by substantiating and presenting your side of the argument. Respond to any supplementary questions. Extend the conversation to explore different concepts and approaches to find new ideas.