The context and Purpose:

The assessment tasks for the unit assume that you will work in the Business Services industry. Case studies/ exercises used in this assessment reflect a workplace scenario.

The student must have access to a Computer, Printer and Microsoft Office Suite Applications (2007 or higher) for doing the assessment for this unit. If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. If the assessment is not satisfactory, the trainer will allow one more attempt to the assessment item. The responses to assessment questions should be in your own words and examples from workplace should be used wherever possible. The following table shows the performance criteria associated with the unit.

Questions	Elements	Performance criteria
All Questions	1. Prepare for communication	1.1 Identify work activities requiring communication 1.2 Establish communication requirements for identified work activities 1.3 Identify communication roles for self and others to complete activity 1.4 Seek assistance or clarification regarding communication objectives as required 1.5 Select appropriate method of communicating information internally and externally based on organisational requirements
	2. Use communication strategies to provide work instruction	2.1 Use appropriate presentation methods to communicate information or instruction based on the requirements of audience 2.2 Use appropriate method of communicationto communicate information or instruction based on the requirements of audience 2.3 Negotiate expected work requirements with others and clarify that instructions have been understood
	3. Facilitate workplace communication	3.1 Use interpersonal skills to build relationships with team members and clients and facilitate respectful interaction 3.2 Facilitate respectful communication amongst others, considering the needs of those from diverse backgrounds 3.3 Use problem solving and decision making skills to resolve any communication challenges 3.4 Obtain confirmation on outcomes of communication challenges to ensure issues have been resolved
	4. Monitor and support team communication	4.1 Ensure all communication is consistent with legislative and organisational requirements 4.2 Provide performance feedback and additional support to others when required 4.3 Seek feedback and assistance from others to improve own communication techniques 4.4 Collate and report any important information and unresolved issues to relevant superiors

Part A: Short Answer Questions

Identify the strategies to gain feedback from your team members on your performance. What do you think is the most effective way of collecting feedback?

When will you seek assistance or clarification of communication objectives?

What organisational protocols and expectations should be compiled with selecting communication methods and why is this important?

Explain the important aspects of selecting appropriate verbal and non-verbal methods of communication and accommodating audience needs, including those relating to cross-cultural communication.

How would you determine that your instructions and the expected work requirements are understood by the workers?

In what ways can workplace culture impact on negotiations relevant to work requirements?

Explain the importance of good interpersonal skills such as active listening, questioning and feedback in building relationships and facilitates respectful interaction.

In your opinion, what is the best way to facilitate respectful communication amongst others and help employees cope with diversity?

List at least six organizational barriers that will impact on communication.

Imagine you are the supervisor of an organization. How will you facilitate a conflict resolution in the workplace and what must you do if you are unable to facilitate an appropriate resolution.

What legislation can impact on communication in an organization?

What should be done if organisational or legislative requirements are breached?

What is the importance of performance feedback and support and what are the types of it?

Why should you collate and report important information, disputes, communication that falls outside of workplace policy and unresolved issues to your superiors?

Part B (Scenario-based questions)

Scenario 1

Read through the following article and undertake the tasks that follows.

Article: https://blog.jostle.me/blog/6-ways-to-improve-communication-between-managers-and-employees

Identify an list the key steps on how you can improve your communication with your employees.

Scenario 2

Robust Education Pty Ltd. Trading as Aspire Professional Education, is an Australian education provider in Melbourne, offering business courses to corporate clients and to local clients (domestic students).

Aspire was founded in 2010 by brothers Ricky and Alex White, who built the company to become a quality education provider basedin Melbourne, Sydney and Brisbane.

The education provider is centrally located in Melbourne, with state-of-the-art facilities:

Administration and Management Offices (including the main boardroom, 2 meetings rooms and a computer lab with 20 PCs) on Level 1

15 Classrooms, kitchenette, client lounge room and a trainers room on Level 2

Now, assuming that you are an AdminManager, and the staff members belong to different cultural and linguistic background:

What strategies would you apply in order tomake communication in the workplace effective (internal communication)?

Discuss the appropriate method of communicating information with the stakeholders (external communication)

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