BSBCMM511 Communicate with Influence - Knowledge Questions

This article covers the knowledge questions related to BSBCMM511 Communicate with Influence. It explains the impact of tone, structure, and style of communication, importance of confidentiality, negotiation principles, mediation process, conflict resolution techniques, steps to identify and resolve workplace problems, effective communication techniques for de-escalation, strategies for cross-cultural communication, considerations for structured and inclusive meetings, and organizational policies and procedures related to communication.

BSBCMM511
COMMUNICATE WITH
INFLUENCE

TABLE OF CONTENT
TASK 1: KNOWLEDGE QUESTIONS.........................................................................................4
1...................................................................................................................................................4
Explaining how tone, structure and style of your communication may impact on others. In
your answer:.................................................................................................................................4
2. Explain why it is important to maintain confidentiality of information at work, including at
least..............................................................................................................................................4
three examples of information that must be kept confidential:...................................................4
3. Discuss three ways by which a business can ensure that confidentiality is maintained at
work:............................................................................................................................................4
4. Explaining the key principles of negotiation that should be used in the workplace to ensure
that...............................................................................................................................................5
agreements are reached:...............................................................................................................5
5. Explaining the mediation process and at least three key principles that should be taken into 5
account when mediating at work:................................................................................................5
6. Discussing three effective conflict resolution techniques:......................................................5
7. Discussing key steps to be followed to identify and resolve workplace problems:................5
8. Outline three effective communication techniques for de-escalation of a difficult situation:.6
9. Outline effective strategies for cross-cultural communication:...............................................6
10. Outline at least five important considerations in ensuring that a meeting is structured:.......6
11. Explain at least five considerations to ensure that a meeting is inclusive:............................6
12. Explain how organizational policies and procedures address:..............................................6
13. Select an industry and provide examples of media and government organisations, events
and................................................................................................................................................7

communication channels relevant to an organisation in the chosen industry. Use the table to...7
complete your answer:.................................................................................................................7

TASK 1: KNOWLEDGE QUESTIONS
1.
Explaining how tone, structure and style of your communication may impact on others. In your
answer:
Tone does matter when it comes to effective communication, person need to adopt tone as per
the situation. For example; in workplace, employee might consider formal tone of
communication to interact with their subordinate, body language and optimistic communication
style improve interaction between two persons.
2. Explain why it is important to maintain confidentiality of information at work, including at
least
three examples of information that must be kept confidential:
Confidentiality is one of the most important factor in every business organization, depending on
stakeholder and type of power they carry, information remain in the hand of these stakeholders.
For example; employee might have personal and job related confidential information whereas
manager might have personal confidential data of client and CEO of company might have
business and trade secrets.
3. Discuss three ways by which a business can ensure that confidentiality is maintained at work:
 Employment Contract: This is one of the best way to ensure confidentiality is
maintained at the work as this allow employee to remain in legal boundation not to
perform any illegal work.
 Confidential training: Employer need to provide confidentiality training in which they
need to highlight area which are confidential and aware employee not to breach these
areas even by mistake.
 Employee Exit Procedure: This is plan in which company take exit interview of
employee and often ask those question which gather information whether employee is
carrying any confidential information, this may include sensational material or
documentation.

4. Explaining the key principles of negotiation that should be used in the workplace to ensure
that
agreements are reached:
Negotiation is critical process, company need to ensure they reach agreement with the employee,
there are certain principles: separate people will allow employee to understand problem, focus on
interest not on position hold by employee and focus on crafting third way or mutual option to
manage negotiation in the workplace.
5. Explaining the mediation process and at least three key principles that should be taken into
account when mediating at work:
Workplace mediation is process in which both side or both parties agree to participate and work
towards an solution, there are three main principles, these are:
 Voluntariness
 Impartiality
 Confidentiality
6. Discussing three effective conflict resolution techniques:
3 C's of conflict management, these are:
 Capitulation: This simply means act of surrendering, to resolve conflict in the
workplace, one party need to surrender to other to manage further conflict.
 Compromise: This means both party need to compromise one mutual agreement which
means neither of them won the argument and reach positive outcome.
 Collaborate: This means both party need to effectively collaborate with each other and
share their thoughts to work effectively.
7. Discussing key steps to be followed to identify and resolve workplace problems:
 Step 1: Identify the issue in which employer need to examine the actual issue and reason
behind arrival of such issue.
 Step 2: Understand viewpoint of both parties will allow employer to examine cause of
problem.
 Step 3: Evaluate options and let both parties select one of the best option as solution.
 Step 4: Finally provide solution where both party agree to resolve this issue with
provided option.

8. Outline three effective communication techniques for de-escalation of a difficult situation:
 Non judgmental: It is very important for communicator to remain non judgmental
during interaction allowing them to manage situation.
 Respect personal space: Respecting personal space will allow communicator to
understand their client and maintain healthy relationship.
 Formal communication: Formal communication is most important while managing
difficult situation, communicator need to carefully manage situation.
9. Outline effective strategies for cross-cultural communication:
 Maintain etiquette: It is very important to maintain etiquette while communicating with
cross-cultural people, each culture have their own etiquette and way of manner.
 Avoid slang: Avoiding slang is very important while interacting with cross-cultural
group because some slang word might impact sentiment of person.
10. Outline at least five important considerations in ensuring that a meeting is structured:
 Clear objectives: This will allow meeting to be structured and meet all expectations,
meeting conductor need to first set objectives.
 Set time: A formal meeting have time, it start on time and end on time allowing meeting
conductor to structured meeting.
 Follow up as per the plan will allow meeting to be successful.
 Positive communication with each team member during meeting.
 Meeting agenda play vital role in structuring meeting.
11. Explain at least five considerations to ensure that a meeting is inclusive:
 Send meeting agenda before starting the meeting which will allow participant to become
aware about the meeting and topic.
 Try not to avoid any worker or their question in middle of the meeting.
 Pause meeting and often ask the participant for their input.
 Appoint meeting facilitator.
 Examine interest of participant.
12. Explain how organizational policies and procedures address:
 Presenting and negotiating
: Presenting and negotiating is process of keeping workplace stable.
 Leading and participating in meetings

: This is process in which meeting conductor need to lead the meeting.
 Making presentations
: This is process in which presentation does matter when it comes to meeting the business
requirement.
 Confidentiality of information: This is important as each employee need to maintain
confidentiality.
13. Select an industry and provide examples of media and government organisations, events and
communication channels relevant to an organisation in the chosen industry. Use the table to
complete your answer:
Industry Transport
Healthcare industry Worldwide
Australian Healthcare and Hospital &
Australian Government Department Healthcare
Healthcare industry
Events: Health care event
Health service event
Communication channel Social media communication
Print media communication

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