Lead and Manage Communication Practices

This task focuses on leading and managing communication practices in the workplace. It includes establishing communication protocols, coordinating effective communication, and improving communication processes. The assessment methods include product-based tasks, direct observation of role-plays, and case studies. By completing this task, you will demonstrate your ability to analyze information needs, develop communication protocols, address communication challenges, and present information persuasively.

Assessment
Task 2
Lead communication in the workplace
BSBXCM501

Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not cheated or
plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the
process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student signature Date
Task Number
Page 2

------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
The student has satisfactorily completed and
submitted the following:
 Communication needs analysis – Report in Task
2.1A
 List of improvements to policies in Task 2.1B
 Code of Conduct – communication with a
diverse audience in Task 2.1B
 Virtual meeting etiquette in Task 2.1B
 Process for virtual meetings in Task 2.1B
 Email to staff in Task 2.2A
 List of selected communication challenges in
Task 2.2B
 Action plan to address communication
challenges in Task 2.2B
 Planning notes for the mentoring/coaching
session in Task 2.2C
 Reflection on the coaching/mentoring session in
Task 2.2C
 PowerPoint in Task 2.3
☐ ☐ ☐
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Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
 Feedback Forms from Role-Play in Task 2.3
 Email to CEO, CFO and CSM with action plan
in Task 2.3
The student actively participated in the briefing
session:
 Asked questions
 Listened actively
 Took notes
☐ ☐ ☐
Demonstrated ability to:
 Analyse internal and external information needs
relevant to workplace
 Identify and document areas for improvement in
communication for team or organisational
practices
This is evidenced by:
 Communication needs analysis – Report in Task
2.1A
 Validation of active participation in the briefing
session (Refer to Marking Sheet)
☐ ☐ ☐
Demonstrated ability to:
 Develop or structure communication protocol(s)
to meet organisational information needs and
goals
 Identify ways to adapt communication protocols
to suit various contexts
 Prepare materials to support and/or implement
communication protocols
 Implement plans to improve communication
processes
☐ ☐ ☐
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Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
This is evidenced by:
 List of improvements to policies in Task 2.1B
 Code of Conduct – communication with a
diverse audience in Task 2.1B
 Virtual meeting etiquette in Task 2.1B
 Process for virtual meetings in Task 2.1B
 Email to staff in Task 2.2A
 Email to CEO, CFO and CSM with action plan
in Task 2.3
Demonstrated ability to:
 Direct others to communicate according to
organisational requirements and goals
 Explain complex information to positively
influence others
 Motivate others to communicate respectfully,
considering the needs of all, including those
from diverse backgrounds
This is evidenced by:
 Email to staff in Task 2.2A
 PowerPoint in Task 2.3
 Feedback Forms from Role-Play in Task 2.3
 Email to CEO, CFO and CSM with action plan
in Task 2.3
☐ ☐ ☐
Demonstrated ability to:
 Identify and address any communication
challenges to remove barriers to understanding
This is evidenced by:
 Action plan to address communication
challenges in Task 2.2B
☐ ☐ ☐
Page 5

Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
Demonstrated ability to:
 Identify and use a variety of communication
styles relevant to varying audiences
 Present information in a succinct, clear and
persuasive manner
This is evidenced by:
 Email to staff in Task 2.2A
 Participation in Role-Play in Task 2.2C
 PowerPoint in Task 2.3
 Feedback Forms from Role-Play in Task 2.3
 Email to CEO, CFO and CSM with action plan
in Task 2.3
 Participation in the Role-Play in Task 2.3 (Refer
to Marking Sheet)
☐ ☐ ☐
The student performed the Role-Play:
coaching/mentoring session:
 Prepared for the session
 Met with the coachee
 Explained the aims of the coaching session
 Introduced and explained the topic
 Took into consideration the learning style of the
coachee
 Used a communication style suitable for the
session
Feedback in comments
☐ ☐ ☐
Demonstrated ability to:
 Provide mentoring to others to assist them in
achieving communication goals
☐ ☐ ☐
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Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
This is evidenced by:
 Planning notes for the mentoring/coaching
session in Task 2.2C
 Reflection on the coaching/mentoring session in
Task 2.2C
 Performance of the Role-Play in Task 2.2C
(Refer to Marking Sheet)
The student performed the Role-Play: present and
negotiate in Task 2.3:
 Prepared a PowerPoint
 Prepared to negotiate: took in consideration the
audience, and established the non-negotiable
 Presented persuasively
 Answered questions from stakeholders
 Listened actively
 Used questioning and summarising when
communicating with stakeholders to confirm
understanding
 Adapted communication style to the diverse
audience
 Negotiated using appropriate negotiation
technique/s such as compromise, and
collaborate
 Worked towards an agreed outcome
 Achieved an agreed outcome
Feedback in Comments.
☐ ☐ ☐
Demonstrated ability to:
 Evaluate differences in perspective and
critically examine outcomes
☐ ☐ ☐
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Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
 Negotiate towards a final outcome with a focus
on key outcomes
This is evidenced by:
 PowerPoint in Task 2.3
 Feedback Forms from Role-Play in Task 2.3
 Participation in Role-Play in Task 2.3 (Refer to
Marking Sheet)
Demonstrated ability to:
 Confirm and implement outcomes of
negotiation or communication using appropriate
methods
This is evidenced by:
 Email to CEO, CFO and CSM with action plan
in Task 2.3
☐ ☐ ☐
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
Assessor Name:
Assessor Signature:
Date:
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Table of Content
Student Declaration......................................................................................................................................................2
Task 2 – Lead and manage communication practices.............................................................................8
Task 2.1 Establish communication protocols............................................................................................................11
Task 2.2 Coordinate and support effective communication....................................................................................14
Task 2.3 Presentation and negotiation.......................................................................................................................17
Appendix 1 – Scenario.............................................................................................................................21
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Task 2 – Lead and manage communication practices
Task summary and instructions
What is this assessment
task about?
Refer to and read the documents:
 MMI company scenario (Appendix 1)
 Policies and Procedures ( in a separate folder)
You have been recently engaged by XYZ Pty Ltd trading as MMI as a
Communication Liaison Leader.
The CEO asked you to:
 Establish communication protocols
 Coordinate effective communication
 Review communication practices
This task comprises of the following assessment methods:
o Product-based ☒
o Direct observation of Role-Play ☒
o Case Study ☐
o Other (specify) ☐
It has been designed to evaluate your ability to/competency in:
 Analyse internal and external information needs relevant to workplace
 Develop or structure communication protocol(s) to meet organisational
information needs and goals
 Identify ways to adapt communication protocols to suit various contexts
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Task summary and instructions
 Prepare materials to support and/or implement communication protocols
 Direct others to communicate according to organisational requirements
and goals
 Explain complex information to positively influence others
 Motivate others to communicate respectfully, considering the needs of
all, including those from diverse backgrounds
 Identify and address any communication challenges to remove barriers to
understanding
 Identify and use a variety of communication styles relevant to varying
audiences
 Present information in a succinct, clear and persuasive manner
 Evaluate differences in perspective and critically examine outcomes
 Negotiate towards a final outcome with a focus on key outcomes
 Confirm and implement outcomes of negotiation or communication
using appropriate methods
 Provide mentoring to others to assist them in achieving communication
goals
 Obtain feedback from a variety of sources to manage the outcomes of
communications and negotiations
 Identify and document areas for improvement in communication for
team or organisational practices
 Implement plans to improve communication processes
Your assessor will be looking for demonstrated evidence of your competency
in the above.
You are required to address the following:
 Task 2.1 Establish communication protocols
o Identify communication improvement needs
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Task summary and instructions
o Establish communication protocols
o Improve existing communication processes
 Task 2.2 Coordinate and support effective communication
o Communicate improvements and protocols to staff
o Identify and address communication challenges
o Coach/mentor a staff member to help them achieve communication
goals
 Task 2.3 Presentation and negotiation
o Present to pertinent stakeholders and negotiate
o Follow up to confirm the outcomes of the negotiation
What do I need to do to
complete this task
satisfactorily?
 submit the completed assessment tasks, according to instructions,
 complete the tasks with sufficient detail and present them in a
professional manner,
 use your own words and reference sources appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in this assessment task
you must satisfactorily address all of the assessment criteria,
 if part of this task is not satisfactorily completed you will be asked to
complete further assessment to demonstrate satisfactory performance.
Specifications You must deliver/participate in:
 Briefing session in week 1
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Task summary and instructions
 Coaching/mentoring session in week 4 (Role-Play)
 Presentation and negotiation in week 5 (Role-Play)
You must submit to GOALS
 Communication needs analysis – Report
 List of improvements to policies
 Code of Conduct – communication with a diverse audience
 Virtual meeting etiquette
 Process for virtual meetings
 Email to staff
 List of selected communication challenges
 Action plan to address communication challenges
 Planning notes for the mentoring/coaching session
 Reflection on the coaching/mentoring session
 PowerPoint
 Feedback Forms from Role-Play
 Email to CEO, CFO and CSM with action plan
Resources and equipment • Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission
opportunities
You will be provided feedback on your performance by the Assessor. The
feedback will indicate if you have satisfactorily addressed the requirements
of each part of this task. If any parts of the task are not satisfactorily
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Task summary and instructions
completed, the assessor will explain why, and provide you written feedback
along with guidance on what you must undertake to demonstrate satisfactory
performance. Re-assessment attempt(s) will be arranged at a later time and
date. You have the right to appeal the outcome of assessment decisions if
you feel that you have been dealt with unfairly or have other appropriate
grounds for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task or if you
have any learning issues or needs that may hinder you when attempting any
part of the assessment.
Complete the following activities:
To complete this assessment, review the following:
 Policies and Procedures folder
 Scenario in Appendix 1
Task 2.1 Establish communication protocols
MMI is now opening a new campus in Sydney.
The CEO asked you to establish communication protocols to ensure effective communication between the two
campuses.
A. Internal and external information needs
Analyse internal and external information needs to deliver the communication project:
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1. Review the Case Study (Appendix 1) and the policies and procedures provided in a separate folder
2. Attend a briefing session with the CEO (played by the trainer and assessor in simulated work
conditions), to discuss the following:
 Communication and information needs (internal and external)
 Communication challenges
 Communication expectations
 Communication contexts
 Communication channels
Use this opportunity to understand the communication project requirements better, build a positive
working relationship with the CEO, and gather information to execute it.
The trainer and assessor will validate your participation in the briefing session.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer
and assessor to attend a briefing session.
3. Research the following topics:
 Virtual communication
 Communication technology
 Building communication and trust with a new team
 Virtual communication protocols
4. Summarise your findings using a report (Template 1).
(150-200 words in total)
Template 1 - Communication needs analysis
Communication needs analysis - Report
Internal and external
communication and information
needs
By referring to case study, it has been analysed that workers while working
in company felt that internal communication process from the top is
lacking, which is not appropriate for their performance and task
achievement practices. Furthermore, along with this need, external
communication is also requiring, which made education provider able to
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Communication needs analysis - Report
provide knowledge and information to their key partners in effective
manner.
Communication challenges  Lack of usage of social media platforms
 Introducing virtual meeting
 Growing offering to abroad learners
 Lack of interaction from hierarchy
 Another communication challenge along with above four emerge
due to lack of cultural sensibility of consumer service personnel
and educator.
 Lack of interaction between teams and departmental manager
Stakeholder expectations about
communication effectiveness
In term of stakeholders, board of directors expect to improve intervention
between groups and departmental management, which is quite important to
enhance as it help to increase productivity and operational efficiency.
Their expectations and concern related to communication effectiveness is
clear, they want to make internal and external communication processes
goes smoother and easier in flow, which bring benefits for XYZ Pty Ltd
that trading as MMI professional education.
Current protocols – suggested
changes and improvements
Here, communication protocols establish to assure the effectiveness of
communication between two campuses that have been taken place in
Sydney. Further modification is needed in the context of communication.
First one is that trainers and managers conduct group meeting once in a
week to discuss their strategies and planning regarding new campus in
Sydney. Second is that management take initiative to engage employees in
decision making process to build strong bond and to get innovative or
creative ideas from them. It helps to improve internal communication
practices.
Communication contexts and
channels
 In term of communication contexts, group discussion is important
at workplace. It includes intrapersonal and interpersonal
communication.
 Board of direction may invest to implement and use the best
communication channel, such as digital communication source,
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Communication needs analysis - Report
which is the most popular and effective channel in the work area.
Technology options  Management may live conferencing technology.
 Social media platforms
 Dropbox
<Other>  Skype
 Slack
B. Communication protocols
Develop communication protocols to suit the identified communication context/s:
1. Review and improve the current communication policy; information management policy; marketing
policy, stakeholder engagement policy, and meeting procedures.
Document the improvement and changes you have identified for the policies and procedures in the table
below. (1-3 improvements/policy and/or procedures)
Policies and Procedures Improvement
Communication policy By referring to XYZ Pty Ltd case study, management from top
authority may facilitate important communication for worker’s
productivity and morale without restricting interaction. They take
initiative to conduct meeting in term of virtual and other forms. Under
communication policy, manager should encourage individual to
provide their feedback regarding work and other things. This practice
may continue with external stakeholders as well.
Information management
policy
Under information policy certain rules for a type of content is
included, for example, management may take initiative to secure
workers and students record by using advanced technologies.
Furthermore, manager may create strong password and save
documents by using name of individual person.
Marketing policy Under marketing policy, rule is set for the marketer which they may
follow in term of conducting ethical practices such as do not lead
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Policies and Procedures Improvement
mislead people by placing false content. They may take initiative to
provide actual information about company and its offerings.
Meeting procedures Meeting at workplace is conduct once in a week, which is important.
Stakeholder engagement
policy
Each stakeholder take part in group meeting, and share their point of
view with other people and encourage other to do so.
2. Develop a code of conduct (Template 2 ) to communicate with a diverse audience
Write 8-10 standards for the code of conduct.
The standards must address communicating with an audience from diverse cultural backgrounds,
communicating with people with disability, formal and informal communication.
Template 2 – Code of Conduct – communication with a diverse audience
Code of Conduct – Communication with a diverse audience
Standards
Respect for people It is quite important for manager to respect their
workers and diverse workforce as they help to
achieve strategic aims and objectives.
Respect diverse workforce It is also essential for management to respect diverse
workforce as it help to enhance productivity.
Prevent emergence of communication
challenge
Management may take action to prevent emergency
of communication issues, as it put negative impact on
productivity.
Transparency and integrity of information According to this standard, manager build
transparency between management and workers.
Open communication It is important to conduct open communication
practice at workplace.
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Code of Conduct – Communication with a diverse audience
Respect for environment Management may respect working environment and
create it in productive and positive manner.
Prevention of workplace conflict Board of director may take this standard into
consideration to avoid conflict between management
and workers.
Respect for communication with diverse
audience
It is significant to communicate with diverse people
as workers or students.
3. Develop a virtual meeting etiquette.
While conducting virtual meeting, individual may understand the protocol and act accordingly, for
example, they must microphone while taking with other and do not interrupt other people when they
are speaking. They may engage in some small talk and do not conduct multitasking activities.
4. Develop a process for virtual meetings
The procedure of virtual meeting encompasses 8 key stages that are;
 Nailing down details
 Sending virtual meeting invitations
 Sending reminder regarding meeting
 Conducting pre- meeting checks
 Kicking off virtual meeting in style
 Use right place to conduct this activity
 Instead of ending close process
 Following up quickly
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Task 2.2 Coordinate and support effective communication
A. Inform staff about changes
Write an email (Template 3) to all staff to address the following:
 Inform them about the code of conduct you developed in Task 2.1B:
o Why the code of conduct was developed
o Why it is important to communicate effectively with a diverse audience
o Standards in formal and informal communication
 Inform them about the opening of the campus in Sydney and how virtual communication will become
part of their daily work:
o Summarise the virtual meeting etiquette and process
When writing the email consider:
 Motivate and direct staff to communicate according to organisational protocols and in alignment with
organisational goals
 Explain the information to influence staff positively
 Motivate staff to communicate respectfully, considering the needs of all
The email text should be in grammatically correct English, written in an appropriate (polite, business-like)
style.
(80-120 words)
Template 3 -Email
Email to all staff
To: all workers
Cc: departmental head
Bcc:
Subject: Regarding information about code of conduct
Date email is sent:
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Attachments:
We need your attention and initiative to implement the standards that has been developed for code of conduct.
We inform you that each standard for code of conduct was developed to improve communication process at
workplace and motivate your staff. According to overall process, it is vital to communicate effectively with a
diverse audience as it help to build trustworthy relation. Through this mail we inform you that your
management set standards in formal and informal communication. Each person at workplace, should conduct
virtual meeting according to process and protocol, according to that they must mute microphone while talking
with else. Staff should communicate according to protocol. Leaders in company encourage workers to take
part in decision making which help to influence them positively.
B. Address communication challenges
Consider the following communication challenges extrapolated from Appendix 1:
 Introducing virtual meetings
 Expanding offering to international students
 Senior management to stay in Melbourne: campus director and team leaders to be employed to manage
and supervise Sydney's operations
 Working with dispersed teams
 Sustainability practices to be implemented in the organisation
 The organisation is top-heavy, and there are concerns that this may not suit the strategic objectives for
growth and the opening of a second campus in Sydney.
 The Board of Directors is invested in the change process; however, intervention is needed to bring
departmental managers and teams on board.
 The increased number of complaints due to lack of cultural sensibility of trainers and client service
personnel when dealing with students from the non-Australian background (15% increase in the last six
months alone)
 Lack of use of social media platforms
 Silo mentality
 Lack of communication from the top
Develop an action plan (Template 4) to address four (4) challenges from the list above. Include 10 key actions.
List the four challenges you chose in the space provided below:
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 Lack use of social media platform
 Lack of communication from top
 Lack of cultural sensibility
 Silo mentality
Template 4 -Action Plan
Action Responsibility Timeframe Resources needed KPIs
(one/action)
Lack use of social
media platform
Management
is responsible
to create
account and
use social
media
platform to
communicate
with external
stakeholders
7 days Marketing team in
term of resource will
help to create page
or account on the
most popular site.
Management analyse the
performance of worker by
considering number of
increasing web traffic.
Lack of communication
from top
Manager is
responsible to
communicate
with all the
staff member
daily.
8 days Usage of advance
communication
technologies.
Analysing flow of
information at workplace is
the best action that
management may take.
Lack of cultural
sensibility
Leader and
manager is
accountable to
handle this
issue or
challenge
5 days Training and group
meetings as well as
team work.
Manager identify the
decreasing number of
complains.
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Action Responsibility Timeframe Resources needed KPIs
(one/action)
Silo mentality Manager
responsibility
is to overcome
the negative
impact of this
challenge.
10 days Effective
collaboration and
collaboration
software
Management consider
overcoming of this
challenge by demonstrating
how manager, trainers,
students and workers
sharing information with
each other.
C. Coaching and Mentoring
Schedule a time with the trainer and assessor in week 4 of class and provide mentoring/coaching to a staff
member (played by a classmate in simulated work conditions), on one of the following topics:
 Code of conduct -communication with a diverse audience (developed in Task 2.1B)
 Communicating with people with a vision or hearing impairment
 Do's and don'ts of zoom meetings
Research the topic of choice, if you are not familiar with it.
This is a Role-Play
Duration: 15 minutes
The trainer and assessor will validate you performed the Role-Play on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and
assessor to perform the Role-Play.
Before the Role-Play
 Assume that the coachee is a kinesthetic learner (learns from experience). Prepare a coaching/mentoring plan
in the form of personal notes:
o Confirm the chosen topic
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o Outline how you will explain the topic
o Select a communication style for the session
o List the key points of the coaching/mentoring session?
Document your planning notes in the space provided below.
Topic- communication with diverse audience.
Coach or trainer, explain this topic and provide information related to it via using videos that has been
developed on the basis of actual benefits that have been taken by the management after communicating with
diverse audience.
Face to face is the best form of communication for training session with staff members.
Key points of mentoring session-
 Clear aims of overall session
 Important of communication with diverse audience
 Benefits of interaction with diverse audience
 Ways to conduct topic into practical manner
During the Role-Play
 Meet with the coachee
 Explain the aims of the coaching session
 Introduce the topic
 Deliver the coaching/mentoring session
After the Role-Play
 Reflect on the coaching/mentoring session:
o Was the coaching/mentoring session useful? Why?
o What would you improve when planning a coaching/mentoring session again?
o Did the coachee learn about the topic?
o What further coaching/mentoring does the coachee need?
o What did you do well? What could you improve?
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Document your reflection in the space provided below:
(50-100 words)
 Coaching or mentoring session is useful, because it enables me to aware staffs about importance and
benefits of communication practices conduct with diverse audience.
 While planning a mentoring session gain I would improve collaborative skills
 Yes, coachee learn about chosen topic
 In the future coachee need mentoring related to team work
 I present all the information to staff by using digital tools.
 I could improve my group working skills
Task 2.3 Presentation and negotiation
Schedule a time with the trainer and assessor in week 5 to present a proposal to implement collaborative work
between the two campuses.
You will present to and negotiate with a group of stakeholders played by your classmates (Role-Play).
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback on the
marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and
assessor to perform the Role-Play.
Duration: 20-30 minutes
Focus on the following:
 Your choice of platform for virtual meetings
 Your choice of messaging program for effective communication
Assume the following:
 The CEO gave you a budget of $5,000
 The two campuses will have 250-300 users
Prepare a PowerPoint presentation (4-5 slides) to illustrate your proposal:
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 What technology/ies you would recommend
 Reasons for the recommendation, benefits, features
 Cost
 Q&A slide
Submit the PowerPoint with your assessment
Before the Role-Play
 Research and select a suitable platform and messaging program
 Prepare the PowerPoint presentation
 Prepare to negotiate. Assume the following about the stakeholders you will present to and negotiate with:
o The CFO, Leonard Black, is against the implementation of the new communication platforms. He
believes it is an unnecessary expense.
o Leonard Black prefers a competitive style of negotiation. He is detailed oriented; he asks many
questions; he uses facts and logic.
o The CEO, Deborah Red, is supportive of the initiative, but she wants things done fast.
o Deborah Red is set on efficiency and effectiveness; she controls her emotions, and she is inflexible.
o The Client Service Manager (CSM), Taylor Jones, is insecure and prefers to agree during negotiation.
The CSM wants to please everyone.
Please note that your classmates will play their roles based on the notes above.
 Prepare the feedback form (Template 5) in hard or soft copy for the stakeholders to complete after the
session.
Template 5 -Feedback
Feedback Form
Full Name and signature
of the student completing
the feedback.
Full Name:
Signature:
Date
The Communication Strongly Agree Neutral Disagree Strongly
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Feedback Form
Liaison Leader illustrated
the proposal persuasively.
Agree Disagree
Agree
The Communication
Liaison Leader
demonstrated positive
reception of ideas and
sought common ground.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Agree
The Communication
Liaison Leader evaluated
the group's differences in
perspectives.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Agree
The Communication
Liaison Leader negotiated
effectively.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Disagree
The Communication
Liaison Leader was
knowledgeable about the
topic.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Disagree
The presentation and
negotiation session was….
Exceptional Excellent Very
Good
Good Fair Poor Very
Poor
Good
Opportunities for
improvement.
List 2-3.
 Improve negotiation skills
 Use advance technologies
 Take knowledge from experience people
During the Role-Play
 Present your proposal in a succinct and persuasive manner
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 Negotiate the proposal and achieve an agreed outcome
After the presentation
 Ask the stakeholders to provide feedback about the session (Template 5).
 Collect the feedback received and submit evidence of the completed feedback forms (for example, a scanned
copy of the feedback received).
 Write an email (Template 3) to the CFO, The CEO and the CSM to confirm the agreed outcomes and
provide a plan to implement the agreed solution, using an action plan (Template 4). Include 3-4 key actions.
Template 4 -Action Plan
Action Responsibility Timeframe Resources needed KPIs
(one/action)
Negotiation skill Leader and
manager
12 days Training methods
like workshop
To negotiate people,
management may
collaborate with other.
Improve ethical
practices
Leaders and
management
10 days Suggestions from
seniors and
experience holder
Identify improvement by
considering improvement
in staff performance
Gather knowledge
about topic
Liaison leader 5 days More involvement
in group gathering
Set clear aims
The email text should be in grammatically correct English, written in an appropriate (polite, business-like)
style.
(50-100 words)
Template 3 -Email
Email to all CFO, The CEO and CSM
To: CEO, CFO and CSM
Cc:
Bcc:
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Subject: Regarding outcomes
Date email is sent:
Attachments:
We inform you about the agreed outcomes that has been taken from feedback table. Liaison leader are not
negotiating effectively and they have lack knowledge about topic.
Appendix 1 – Scenario
The company
XYZ Pty Ltd trading as MMI Professional Education is an Australian boutique education provider in Melbourne
Registered Training Organisation -RTO), offering VET accredited and non-accredited business courses to
corporate clients and to local clients (domestic students).
MMI was founded in 1998 by brothers Mark and Andrew White who built the company to become a quality
RTO with major accounts in Melbourne, Sydney, and Brisbane. Mark Brown sold his shares to his brother
Andrew who is the current chairman of the company.
The education provider is centrally located in Collins Street, Melbourne CBD with state-of-the-art facilities:
o Administration and Management Offices (including the main boardroom, 2 meetings rooms and a
computer lab with 20 PCs) on Level 45
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o 15 Classrooms, kitchenette, client lounge room and a trainers' room on Level 46
Corporate training is mainly non-accredited and delivered at the clients' premises around Australia, but it can
also be catered for at Collins Street. Corporate clients include major Bank groups, National Management
Consultancy firms, Manufacturing companies and Government agencies.
Accredited courses are delivered in Collins Street with a combination of face to face and online training delivery.
The accredited courses are the Diploma of Business and the Diploma of Project Management. MMI has a
current capacity to enrol 500 clients, current enrolment number is 250 clients.
Important note:
o A VET accredited course has been assessed by the Australian Skills Quality Authority (ASQA) as
compliant with the Standards for VET (Vocational Education and Training) Accredited Courses and the
Australian Qualifications Framework (AQF). Accreditation means that the course is nationally
recognised and that the registered organisation (RTO) can issue a nationally recognised qualification or
Statement of Attainment (this for single units only).
o Non-accredited courses are business courses that have been highly customised to meet clients' training
needs.
The current organisational structure is as follows:
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The Teams are composed as follows:
 Board of Directors
o Mr Andrew White - Chairman
o Ms Francis Green - Executive Director
o Mr Eli Brown – Non-executive Director
o Ms Josephine Magenta – Non- executive Director
o Ms Deborah Red – CEO
o Mr Leonard Black - CFO
 Finance Department: CFO and 2 x financial officers (full-time)
Summary of duties: account receivable, account payable; invoicing; payroll; financial record keeping and
reporting; taxes/fees
 Marketing Team: Manager (full time) and 1 x marketing officer (part-time)
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Board of Directors
Marketing
Manager
Marketing Team
HR Manager
HR Team
Client Services
Manager
Client Services
Team
Academic
Manager
AcademicTeam
IT outsources
CEO CFO
Finance
Department

Summary of duties: promotion; design of marketing collaterals for events; social media; market research;
public relations
 HR Team: HR Manager and 2 x admin officers (part-time):
Summary of duties: Recruitment; Induction and training; performance management support; employee
relations; safety; compensation and benefits
 Client Services: Client Service Manager and 2 x receptionists; 4x client service officers, 1 x team
leader, 1 x maintenance officer
Summary of duties:
o front of office and back of office customer service activities (to include reception and response to
enquiries)
o support to academic staff
o client admin: client admission, enrolment, enrolment variations, pastoral care, completion
o building maintenance: 1x maintenance officer
 Academic Services: Academic Manager and 5 contract business trainers for corporate training; 4 full
time (ongoing) business trainers for accredited training
Summary of duties: accredited and non-accredited training and assessment; learning material and
assessment development and validation; support with compliance monitoring; pastoral care.
 IT services: outsourced to an external company
Summary of duties: network service; database administration (inventory and staff files); maintenance
and update of communication system including CRM (Customer Relationship management system);
data management and security.
Note: in loco computer maintenance is performed by the maintenance officer who has some IT knowledge
Company Ownership structure
The company structure is a Pty Ltd:
 The Chairman Andrew White holds 51% of the shares
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 40% of the shares are held by an external corporation since late 2017, as a silent business partner
 The remaining 9% is owned by other members of the Brown's family
Vision
Our vision is to develop outstanding individuals through quality business training that encompasses personal and
professional growth.
Mission
o We create successful careers in business to advance business growth and to positively impact on the
broader community.
o We strive to provide exceptional business training that focuses on quality of teaching, practical learning,
and successful outcomes
Values
Our core values are:
 Quality
 Integrity
 Accountability
 Respect for diversity
 Innovation
MMI quality standards
 Australian Skills Quality Authority (ASQA) standards
 ISO9001 – Quality Management Systems
 ISO 27001 Information Security
 ISO 31000 Risk Management
 Australian Business Excellence Framework
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MMI – Boards' of Director expectation
 Quality of practices
 Innovative solutions for business growth based on hard data and extensive research
 Build an innovative and agile company that can respond to the challenges of an ever-changing business
environment
 Become market leader
 Increase value for shareholders and clients
Industry, market, and strategic business direction
MMI Professional Education is a Registered Training Provider (RTO) based in Melbourne, Australia that offers
business accredited and non-accredited courses to corporate clients, and local clients.
Strategic Objectives:
 To expand the basis of the operation to Sydney where the company has experienced a high increase in
demand for corporate training
 To increase revenue by 10% annually for the next 3 years
 To increase profits by 10% annually for the next 3 years
 To position the company as a leader for quality business education in Australia within the next three
years
 To expand the course offering by adding new qualifications to the scope of registration: the Diploma of
Leadership and Management and the Advanced Diploma of Program Management
 To increase the base of local clients attending accredited courses
 To implement sustainability to work practices: social, financial, and environmental
 To expand the offering to international students by repackaging accredited business courses to add an
internship component during the course
Current positioning
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 MMI enjoys a good reputation in the industry as a quality provider of business courses for corporate
clients
 Courses are marketed as hands-on, with trainers that currently work in the industry, providing current
and cutting-edge skills to business professionals
 MMI currently holds 15% of the corporate business training in Australia
 MMI does not currently deliver business courses to international clients
 MMI does not currently deliver courses overseas
 The company is financially stable and sustainable
Operational overview
 State of the art facility in Melbourne to be replicated in Sydney
 Systems in use:
o Student Management System (MMI system)
o Learning Management System (Moodle)
o Accounting Management System (MYOB) – does not interface with MMI system
o Share drive
o Share points
o Zoom
o Project Management Application for remote teamwork (trainers): Wrike
 Trainers work both on-site in Melbourne and around Australia
 Senior management to stay in Melbourne: campus director and team leaders to be employed to manage
and supervise Sydney's operations
 Staff to be employed for the Sydney Campus
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 Administrative tasks such as enrolments will be undertaken by the Melbourne's campus
 Virtual teamwork practices to be implemented between Melbourne and Sydney
 Website tailored to international students to be developed
 Develop and implement sustainability policy and practices across the organisation, and sustainability has
not been on the top five priorities of the company so far
 All trainers are based in Melbourne; this impacts on financial costs when having to move trainers to
other Australian capitals to conduct corporate training. Trainers who deliver corporate training receive a
generous daily allowance when outside Melbourne ($250/day), all travel and accommodation expenses
are paid for by MMI. This generous package impacts an average of 20% on the profit margin for each
corporate course that is sold
Organisational culture
The organisational culture experienced at MMI is a mix of market and hierarchy culture.
 The Market Culture: This culture is built upon the dynamics of competition and achieving concrete
results. The focus is goal-oriented, with leaders who are tough and demanding. The organisation is
united by a common goal to succeed and beat all rivals. The main value drivers are market share and
profitability.
 The Hierarchy Culture: This culture is founded on structure and control. The work environment is
formal, with strict institutional procedures in place for guidance. Leadership is based on organised
coordination and monitoring, with a culture emphasising efficiency and predictability. The values
include consistency and uniformity.
(Source: https://popinnow.com/four-types-organizational-culture/ )
 The organisation is top-heavy, and there are concerns that this may not suit the strategic objectives for
growth and the opening of a second campus in Sydney.
 The Board of Directors is invested in the change process; however, intervention is needed to bring
departmental managers and teams on board.
 It is recommended that an organisational culture more suitable for innovation, sustainability, agility, and
progressive growth is developed and implemented.
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Operational issues
The following operational issues have been identified internally:
 The increased number of complaints due to lack of cultural sensibility of trainers and client service
personnel when dealing with students from the non-Australian background (15% increase in the last 6
months alone)
 All trainers are based in Melbourne; this impacts on financial costs when having to move trainers to
other Australian capitals to conduct corporate training. Trainers who deliver corporate training receive a
generous daily allowance when outside Melbourne ($250/day), all travel and accommodation expenses
are paid for by MMI. This generous package impacts an average of 20% on the profit margin for each
corporate course that is sold
 An increasing number of enrolments in Melbourne, projected student population to raise from 205 to
450 by mid-2021. Current facilities are not sufficient to accommodate the increase in numbers (current
facilities can accommodate max 350 students)
 Delays in achieving marketing objectives due to the composition of the team (2 part-timers and one
contractor) that cannot sustain the increased amount of marketing tasks (corporate events to enhance
networking and identify potential corporate clients have increased by 30% in the past 6 months)
 A new student management system has been developed in-house. The system was recommended by the
Client Services and the Academic Managers for the seamless integration of the student management and
the learning management system. However, the two managers failed to perform due diligence, and they
did not consider that the new system does not interface with the finance management system. This will
cause operational disruptions to the workflow as finance records (mainly revenues) will have to be
manually inputted based on the new system's reports on enrolment.
 Covid19 has decreased sales by 20%, the company has managed to deliver existing courses and still
maintain a reasonable margin of new enrolments online
Marketing
 MMI has not heavily invested in marketing activities, relying mainly on word of mouth.
 The company has a website:
o Old fashioned look, quite austere
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o Not responsive
o In the mobile version, after you have clicked in a few pages, the navigation becomes daunting
o Heavy use of text
o Infrequent updates
 Social Media: there is a FB page that is rarely updated, the LinkedIn Page is not in use
 Print advertisement: Industry magazine
 Referrals: education agents are paid 15% commission for referring students
 Discounts: twice/year MMI offers 10% for new enrolments to attract more students
 Yearly marketing budget: $75,000
 The marketing team is small and not experienced in digital and social media marketing
Pricing
Product Target Market Price
Corporate Training
Topics:
 Operational Management
 Leadership
 Project Management
 Emotional Intelligence
 Change Management
 Management
 Individuals looking for
upskilling to advance their
career
Face to Face classroom (average
of 10 participants) $
2,000/participant
Online $ 800/participant
Individual coaching $ 150/hour
Diploma of Business Domestic students Blended learning:
$ 4,000/student
Diploma of Project Management Domestic students Blended learning:
$ 6,000/student
Workforce Overview
The following has been reported:
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 Turnover rates are high in the academic department (30% yearly) due to the contractual nature of some
of the roles. Ongoing training staff is steady, however, there is a need to invest more in their professional
development to keep industry currency when teaching.
 Need for a succession plan for management roles
 Gender unbalanced
 Recruitment is done externally, few opportunities for advancement are offered to existing staff
 A recent staff survey outlined the following:
o Lack of opportunities for advancement
o Top heavy management
o Silo mentality
o Not enough room for innovation and improvement
o Lack of well-defined sustainability policy
o Diversity policy is very generic
 HR practices are mainly focused on administrative duties. The Board of Directors has identified the
need to embrace HR practices as an essential strategic tool for business advancement.
 Training on HR practise is required for management
 Staff lament a lack of communication from the top
 Sense of working in silos
Remuneration (average) for each role is as followed:
 Board of Director – 25-50 k/year
 CEO – 250 k/year
 CFO – 180 k/year
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 Managers – 120k/year
 Receptionist $ 52k/year
 Officers (including team members in the Marketing dept) $ 65k/year
 Team Leader $ 78k/year
 Trainer (ongoing) $ 85k/year
 Trainer (contractor): $ 80/hour. Trainers who deliver corporate training receive a generous daily
allowance when outside Melbourne ($250/day), all travel and accommodation expenses are paid for by
MMI.
Note:
 The above remuneration must be considered pro-rata for part-time staff.
 Superannuation is excluded and should be added at 10% to employee's ordinary earnings
 Superannuation is paid to contractors (business trainers)
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