BSBCMM412 Lead Difficult Conversations: Preparing and Facilitating

This content is about leading difficult conversations in the workplace. It includes two conversations: resolving conflicts between team members and addressing unexpected negative feedback from customers. The content covers preparing for and facilitating these conversations, as well as reviewing effectiveness. The subject is BSBCMM412 Lead Difficult Conversations, and the course code is not mentioned. The college or university is not mentioned either.

BSBCMM412 Lead difficult
conversations
Project portfolio template
Contents
Section 1: Preparing to lead a difficult conversation .................................................................................3
Section 2: Facilitating difficult conversations............................................................................................. 10
Section 3: Reviewing your own effectiveness........................................................................................... 15

Student name:
Assessor:
Date:
Business that this
assessment is based on:
Hospitality services.
(Hotel)
The hotel ensures the effective
services to the customers by
providing the effective and
luxurious services to the
customers.
Documentation reviewed
as preparation:
Leadership role assumed
by student (e.g.
Customer Services
manager):
Human resource manager
Role of team that you will
be leading:
The team includes the team
member and leader and leader
provides the instructions to the
team members along with
understanding their issues. The
role of the team is to follow their
leader in order to create the
effective environment in the
organisation and along with this,
providing effective services to the
customers.
Description of difficult
conversations:
Resolving conflicts between the
team members is the first difficult
conversation. This conversation
includes solving the disputes that
are consistently arising among the
team members due to lack of
understanding between the team
members.
Unexpected negative feedback
is the second difficult
conversation. The customers
have some issues regarding
the services they are getting
and this leads to reducing their
satisfaction level and along with
this, it further results in
negative comments by the
customers. And this results in
reducing the goodwill of the
organisation.
Conversation 1 Resolving conflicts between
team members
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Conversation 2 Unexpected negative
feedback.
Assessor authorisation:
Date:
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Section 1: Preparing to lead a difficult conversation
Conversation 1
Define the conversation- Resolving conflict between the team members refers to
solving the issues and the problems that has been arise between the team
members in due to lack of communication or understanding.
Describe the purpose
and requirements of the
conversation.
Provide an overview of
the conversation.
Include:
the purpose of the
conversation
the drivers for the
conversation
your objectives for the
conversation.
In your answer, explain
why it’s important to
understand the
requirements of the
conversation.
There are two employees in the
service department, Employee A
and employee B. Both of these
employees are not cooperating
with each other. Employee A has
a complaint that employee B is
not-involving him in important
discussions. On the other hand,
employee B has stated that
employee A is not active in terms
completing the given task. It
seems there are large number of
personal issues between both the
employees. As a result, the task
that has been given them remains
incomplete. And at the end, all the
employees were blaming each
other.
It is very important to understand
the requirement of this
conversation as this involves the
personal and emotional aspects of
the employees. (Marson, 2019).
The employees are the internal
stakeholders of the organisation. If
the personal perceptions are
ignored then this will result in
reducing their productivity in the
working.
The main purpose of this
conversation is to reduce the
hurdles that are coming in
implementing the effective
team in the organisation. It is
important to have an effective
relationship between the
employees in order to ensure
the efficient working in the
company.
The driver of the conversation
are employee A and employee
B.
The main objective of this
conversation is to reduce the
problems of the team member.
Gathering and In order to resolve the issue The internal source of
information has been chosen in
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developing information
and materials
Describe the information
that you gathered in
preparation for the
conversation.
Include:
What information did
you collect and how did
you collect it?
How did you analyse the
information (for
example, What system
did you use? How did
you ensure that you
relied on accurate
information from a range
of sources – internal and
external? etc)
How did the
information that you
collected inform
your planning? How
did it help guide
your preparation?
What information or
material did you
prepare for the other
person?
Note: Ensure that you
refer to relevant policies,
procedures and
legislation in your
answer.
Attach relevant policies
and procedures,
information samples,
links to information
sources and references,
links to relevant
legislation and copies of
the material that you
between both the employees the
information has been gathered in
relation of their problem so it
becomes easy to understand that
what is the actual reason of the
conflict.
order to analyse the accuracy
of the conversation.
All the other team members
has been called one by one
and their opinion has been
taken. And the privacy has
been ensued to all the team
members so, they can share
everything without any doubt.
While gathering the opinions it
has been found that there are
large number of lack of
understandings among the
team members. As a result, the
team members are ended up
blaming each other.
The information that has been
collected by me is that there are
large number of issues between
the employees. There are some
kind of personal issues among
them and both of them always not
cooperates with each other.
The information has been
gathered from the different
members of the team as they all
are part of one team. It is the
policy of the organisation that all
the employees has to be treated
equally. The employment law
under business law suggest that it
is mandatory to give equal
opportunities to all the employees
in the organisation.(Sarah and
Vida, 2020).
No- one was following the
principles of management. This
has been considered as the
major part of the organisational
procedure. No one was ready
to take their accountability.
While counselling, it has been
found there is unequal
treatment has been done
between the employees by
their manager. Therefore, the
employees feel over
exhausted.
This collected information has
helped me in knowing the
different aspects that are
leading to creating the issues
between the team members
and along with this, it further
helped me to develop the
planning in relation of solving
the issues.
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provided to the other
person to this section of
your Portfolio.
Organising the logistics
of the
conversation/meeting
Describe how you
organised the logistics of
the
conversation/meeting.
Describe:
how you applied relevant
policies and procedures
how you advised the
other person of the
conversation/meeting
and why you chose that
strategy
where you chose to hold
the conversation and
why
the format for the
conversation and your
rationale for selecting it
the timing of the
conversation and your
rationale.
Attach relevant policies
and procedures, a copy
of your meeting
invitation and any other
relevant correspondence
and documentation to
this section of your
In order to lead this conversation a
meeting has been called up.
The discipline and privacy
policy of the organisation has
given the topmost priority in
order to establish the meeting.
The logistic of the meeting
involves:
 Calling the right people
that are involved in it.
 Taking the opinions of all
the members
 Ensuring rights to all the
members in accordance of
the equality act 2010.
(Mason and Minerva,
2020).
 Firstly, the chance has
been given to Employee A
and B in order to share
their views and afterwards
the advice has been given
to them on the basis of
their views.
 Afterwards, all the other
team members has been
called in order to share
their opinions.
The format of the conversation
includes making eye contact
with the team members along
with using the simple
sentences so, each member
can easily understand the
major discussions and do not
feel hesitate in showing their
opinions.
The conversation has been
hold in the meeting room, so
the privacy has been
maintained.
The major strategy that has
been prepared in order to hold
this conversation was using the
effective communication
format. Under this, two-way
communication has been done
in order to ensure the effective
interaction in among me and
team members.
The advice has been given to the
employee A and B in relation of
understanding the opinions of
each other. As both of them were
reacting to each other opinions
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Portfolio. instead of understanding each
other.
This was the main reason of
creating the problems. And due to
both of them all the others
members was getting affected.
Defining the content of
the conversation
Describe the planned
content of your
conversation and its
structure.
Describe how you
defined the content of
the conversation.
Who did you seek advice
and feedback from? Why
did you choose these
people to seek advice
from?
Attach relevant notes
and correspondence to
this section of your
Portfolio.
The major content of the
conversation was influencing the
team members in order to
understand each other.
The structures that has been
followed was the flexible structure
so, each member can put the
opinion.
The content has been defined by
addressing to each member and
making communication with
everyone.
The feedback has been taken
from making a keen observation
on the employees. The consistent
monitoring results in knowing the
feedback. The team members
showed the cooperation with each
other.
Attach:
Information sources/references ☐
Policies and procedures ☐
Links to relevant legislation ☐
Materials provided to the other person ☐
Meeting invitation ☐
Relevant correspondence, notes and
documentation
☐
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Conversation 2
Define the conversation- The 2 conversation is related to the unexpected negative
feedback. This refers to showing the less satisfaction level of the customers. The
organisation is consistently facing the issue of receiving the negative feedback
from the customers.
Describe the purpose
and requirements of the
conversation.
Provide an overview of
the conversation.
Include:
the purpose of the
conversation
the drivers for the
conversation
your objectives for the
conversation.
In your answer, explain
why it’s important to
understand the
requirements of the
conversation.
The customer relationship manger
has consistently observed the
negative feedback in relation of
getting services by the customers.
The customers do not seem
satisfied. The purpose and
requirement of this conversation is
to knowing the main reason
behind the negative feedback of
the customers. And this is
important to take major action so,
the feedback can be addressed.
The major driver of the
conversation are the customers.
They are the external
stakeholders of the organisation
and plays the major part in the
success of the company.
The main objective of this
conversation is to ensure the
effective services to the
customers so, they can sustain
for longer period.
Gathering and
developing information
and materials
Describe the information
that you gathered in
preparation for the
conversation.
Include:
What information did you
collect and how did you
collect it?
The information has been
gathered with the use of CFS.
This refers to the customer
feedback system. This is the part
of the organisation procedure. The
organisation has the specific
department for this where the
feedback of the customer has
been taken with the help of
company's implemented software.
The customer relationship
manager has found out this issue
The collected information has
guided me that I have to
conduct the meeting with all the
head of the different
department and an effective
working policy has to be
formed.
The information related to the
proper supervision of the
workers has been prepared in
order to establish the meeting.
In accordance with the
consumer protection act this
has to be ensured in the
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How did you analyse the
information (for example,
What system did you
use? How did you ensure
that you relied on
accurate information
from a range of sources –
internal and external?
etc)
How did the
information that you
collected inform your
planning? How did it
help guide your
preparation?
What information or
material did you
prepare for the other
person?
Note: Ensure that you
refer to relevant policies,
procedures and
legislation in your
answer.
Attach relevant policies
and procedures,
information samples,
links to information
sources and references,
links to relevant
legislation and copies of
the material that you
provided to the other
person to this section of
your Portfolio.
and discussed with me. As the
major reason of getting the
negative feedback was the
internal issues of the organisation.
meeting that the customers
remain satisfied and the
negative feedback by them
should not remain longer.
The collected information was
completely accurate and this has
been known by monitoring the
different department in the
organisation.
During the observation it has been
found out that the different
departments were not working
properly and the final result comes
in providing the less effective
services to the customers.
The major reason was behind this
issue was that the members of the
departments was unaware about
the concept of “who will
subordinate whom”. (McKibben,
2017). There was large number of
confusion in the mind of the
employees as the supervision was
not taken properly.
Organising the logistics
of the
conversation/meeting
Describe how you
organised the logistics of
The logistic of the meeting
involves:
 Preparing the board room
for the meeting. So, all the
manager can speck and
In the meeting, all the
managers are addressed to
implement the effective flow of
power in their department. This
includes, making clear to the
employee that “who will
subordinate whom”.
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the
conversation/meeting.
Describe:
how you applied relevant
policies and procedures
how you advised the
other person of the
conversation/meeting
and why you chose that
strategy
where you chose to hold
the conversation and
why
the format for the
conversation and your
rationale for selecting it
the timing of the
conversation and your
rationale.
Attach relevant policies
and procedures, a copy
of your meeting
invitation and any other
relevant correspondence
and documentation to
this section of your
Portfolio.
listen.
 Manager of all the
departments has been
called upon.
 Discussion with each
manager has been done in
order to know the
complexity of the
department. (Orasanu,
2017).
 The format of the
conversation will involves
asking the questions to the
managers. So, their
perceptions can be known.
The major focus has to be
made on performing the
corporate social responsibilities
in order to ensure the effective
services to the customers.
The timing of the conversation will
minimum 2 hours so, the
managers do not feel over
burdened and within the time the
strategies has been discussed
and managed.
Defining the content of
the conversation
Describe the planned
content of your
conversation and its
structure.
Describe how you
defined the content of
the conversation.
Who did you seek advice
and feedback from? Why
did you choose these
people to seek advice
from?
The content of the conversation is
about managing all the
departments in the organisation.
So, collectively this will result in
providing the effective services to
the customers. And this will further
result in no negative feedback by
the customers.
The structure of the conversation
will be top to bottom. Firstly, the
mangers will be addressed. And
then they will make aware their
team members.
The advice has been taken from
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Attach relevant notes
and correspondence to
this section of your
Portfolio.
the result of the discussion that
has been done with the
managers. And the feedback will
be taken from the customer
relationship manager after
implementing the strategies. The
feedback of the customers has
been keenly observed by the
customer relationship manager in
order to know the feedback.
Attach:
Information sources/references ☐
Policies and procedures ☐
Links to relevant legislation ☐
Materials provided to the other person ☐
Meeting invitation ☐
Relevant correspondence, notes and
documentation
☐
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Section 2: Facilitating difficult conversations
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Conversation 1
Adjusting your personal
communication style
Think about this
conversation and describe
how you adjusted your
communication style in
response to the needs of
the other person.
Reflect on:
the adjustments that you
made
the signals that led you to
adjust your style
whether the changes that
you made met the needs
of the other person.
Attach proof of your
difficult conversation (e.g.,
video, screen recording of
virtual meeting, etc) to
this section of the portfolio
(if not already viewed in
person by your assessor).
You should also attach
links to relevant legislation
and policies/procedures.
I follow assertive communication
style as this enables me to have
the open communication with
the team members. This form of
personal communication
ensures the effective
communication while having the
communication on the important
conversation. (O'Neill and
Mclarnon, 2018).
The first conversation was about
solving the dispute between the
team members.
During the meeting I found out
that I need to make adjustment
on my personal communication.
As the expression of my team
members were clearly showing
that they were not feeling
comfortable while sharing their
opinions.
They were not making the
proper eye contact with me and
this led me to give an idea
regarding their hesitation.
I become more open in order to
have an effective
communication with them. I had
a belief in following the group
communication but in order to
reduce their hesitation I called
each member one by one so,
they can freely share their
thoughts and opinions. I made
an adjustment in my personal
communication style so, the
members can easily share their
doubts.
The changes that has been
made by me resulted in
effective communication with all
the group members. Calling
each member individual has
ensured them their privacy and
resulted in sharing of opinions
by them freely.
Employee A and employee B
has shared everything with me
without any hesitation and even
both of them has understand
my advice as well. This is the
benefit I got from making
adjustment in my
communication style.
Confirming the
understanding of the other
person
The facial expression of the
employees along with their
confidence was the proof that
they was understanding my
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Think about this
conversation and describe
how you confirmed the
understanding of the other
person.
Reflect on:
the strategies that you
used
whether or not the person
had understood the
message
how you responded.
opinions.
I used the strategy of asking
several question related to the
team development to the team
members in order to know their
thinking regarding this.
And this resulted in taking favour
of all the employees in the
favour of the concept of team
development strategy.
The members has clearly
understood my message as their
positive response analysed
everything.
Confirming outcomes
Think about this
conversation and describe
how you confirmed the
outcomes of the
discussion.
Reflect on:
the strategies that you
used
whether or not the person
accepted/agreed on the
outcomes.
Attach a copy of any
written outcomes from the
meeting to this section of
your Portfolio.
I wanted to implement the
effective team development
strategy so, the disputes of the
team can be resolved.
(Wachsmuth, Jowett and
Harwood, 2017).
The faith of each employee
towards me and my strategy
resulted in the effective
outcome.
Support services
Describe any support
services that you referred
the person to as a result of
this conversation.
What were the signals that
a referral to support
services was necessary?
Refer to the relevant
policies and procedures in
your answer.
The organisational policy of
“Team developing unity” has
been used by me in order to
implement the meeting and have
a conversation with the team
members.
It was needed as there are
different members in the group
and all of them has the different
set of thinking. (Zhu and et.al.,
2021). Therefore, it was
important to use this policy of
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the organisation in order to
create the awareness about the
team development
Attach:
Proof of conversation ☐
Links to relevant legislation ☐
Relevant policies/procedures ☐
Written outcomes of meeting (if relevant) ☐
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Conversation 2
Adjusting your personal
communication style
Think about this
conversation and describe
how you adjusted your
communication style in
response to the needs of
the other person.
Reflect on:
the adjustments that you
made
the signals that led you to
adjust your style
whether the changes that
you made met the needs
of the other person.
Attach proof of your
difficult conversation
(e.g., video, screen
recording of virtual
meeting, etc) to this
section of the portfolio (if
not already viewed in
person by your assessor).
You should also attach
links to relevant
legislation and
policies/procedures.
For the 2 conversation that was
based on the unexpected
negative feedback by the
customers. I decided to have the
conversation with all the
manager.
In order to have this conversation
I have to make number of
adjustment as there were
different managers were involved
and all of them has the superior
post.
Direct allegation on their team
results in decreasing the morals
of the team (Melovitz-Vasan, Huff
and Vasan, 2020). Therefore, I
chose to ask them questions in
relation of the issues are coming
in their team instead of making
direct discussion.
The way of speaking by each
manager was clearly describing
that no-one wanted to take
allegation on their team.
Confirming the
understanding of the
other person
Think about this
conversation and describe
how you confirmed the
understanding of the
other person.
Reflect on:
the strategies that you
used
The major strategy that has been
used by me in order to take the
attention of all the managers was
describing them the importance
of the CFS and consumer
protection act. (Patra, 2021).
I made them aware that it is
important to make satisfy the
customers and this can only be
done by implementing the
effective working policy in each
department. (Kurdi, Alshuride
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whether or not the person
had understood the
message
how you responded.
and Alnaser, 2020). As it ensures
the achieving of the final goal in
effective manner.
All the managers responded in
positive manner and reflected the
positive response and all of them
agreeing with me.
Confirming outcomes
Think about this
conversation and describe
how you confirmed the
outcomes of the
discussion.
Reflect on:
the strategies that you
used
whether or not the person
accepted/agreed on the
outcomes.
Attach a copy of any
written outcomes from the
meeting to this section of
your Portfolio.
The outcomes of the
conversation was positive as all
the manages has understood the
concept of the importance of
customer satisfaction.
All the managers was ready to
implement the effective strategy
in their department so, the direct
effect can be made over the
satisfaction level of the
customers. And all the important
feedback of the consumers can
be addressed.
Support services
Describe any support
services that you referred
the person to as a result
of this conversation.
What were the signals
that a referral to support
services was necessary?
Refer to the relevant
policies and procedures in
your answer.
The policy of effective customer
services has been used as the
support service while having the
conversation. (Afthanorhan and
et.al., 2019). And the importance
of the consumer protection act
has been instructed to all the
mangers along with their
benefits.
Proof of conversation ☐
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Links to relevant legislation ☐
Relevant policies/procedures ☐
Written outcomes of meeting (if relevant) ☐
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Section 3: Reviewing your own effectiveness
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Conversation 1
Reflect on your own
performance
Reflect on your
performance in this
conversation.
Did you achieve the
outcomes that you set
out to achieve?
What did you do well?
What would you do
differently next time?
During the first conversation I
found out that I have the enough
capability of adjusting in order to
understand the opinion of the
people.
The adjusting element in me has
resulted in achieving the final
outcomes. I wanted to implement
the effective team development
strategy so the disputes can be
resolved between the team
members. The counselling by me
towards the employee A and
employee B resulted in taking their
favour towards the team
development strategy.
Next time I will focus on
implementing the effective
group discussion as well. In
order to do this I will put focus
of understanding the personal
and emotional aspects of the
employees.
This time I chose to have
individual discussion in order to
reduce their hesitation. Next
time I will try to reduce their
hesitation by having group
discussions.
Seek feedback from the
other party
Seek feedback from the
other party to the
conversation.
Discuss the following:
How did you seek their
feedback? Why did you
choose this method?
Summarise their
feedback.
What did you learn about
your performance from
their feedback?
After completing the conversation I
have taken feedback from all the
team members. And they told me
that they felt comfortable while
sharing everything.
They do not experienced the
sense of fear. I choose to take
feedback from them in order to
know my capability of
communication. One of the team
member has said me I should
focus on making good posture
while addressing the things. And I
will focus on this.
Identify:
at least two areas for
future improvement in
the area of leading
difficult conversations.
Describe how you will
apply this information to
your practice.
Attach any written
My two areas of improvement in
having the difficult conversation
are:
 Having the group
discussion in order to
increase the listening
power.
 Using effective postures.
I will use the concept of group
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feedback that you
received or any notes
that you took during a
feedback session to this
section of your portfolio.
discussion in order to ensure the
effectiveness of the team and
along with this, I will use the
effective postures so, my team
members feel that my words are
matching with my postures.
(Zhang, Zhang and Zhang, 2019).
And they do not feel confused.
Attach:
Written feedback ☐
Feedback notes ☐
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Conversation 2
Reflect on your own
performance
Reflect on your
performance in this
conversation.
Did you achieve the
outcomes that you set
out to achieve?
What did you do well?
What would you do
differently next time?
The 2 conversation has showed
my contribution towards the
consumers. During this
conversation I found out that I
have the clear vision in order to
solve the problem as when the
Customer relationship manager
has made me aware about the
negative feedback by the
customers. My clear vision has
helped me to know about the
internal problems of the
organisation that was leading to
the less satisfaction of the
customers.
The outcomes has been achieved
in positive manner as all the
managers of the different
department has showed the
positive attitude towards the
importance of the customer
satisfaction.
The next time I will take the
individual opinion of each manager
and I will take that opinion in
consideration which is concerned
with the majority.
Seek feedback from the
other party
Seek feedback from the
other party to the
conversation.
Discuss the following:
How did you seek their
feedback? Why did you
choose this method?
Summarise their
feedback.
What did you learn about
I have taken feedback from all the
managers in relation of my way of
communicating with them as I
wanted to ensure that I dis not hurt
the feelings of them as all of them
possessed the effective position.
I got the positive feedback all the
managers was happy and satisfied
from my communication skills
towards them.
The sales manager has told me
top use polite tone as I was
addressing him in relation of
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your performance from
their feedback?
providing more methods of
payment to the customers.
I will more focus on my tone while
addressing the difficult
conversation.
Identify:
at least two areas for
future improvement in
the area of leading
difficult conversations.
Describe how you will
apply this information to
your practice.
Attach any written
feedback that you
received or any notes
that you took during a
feedback session to this
section of your portfolio.
Two areas in relation of the future
improvement in leading the difficult
conversations are:
 Focusing on my tone
 Understanding the major
aspects of the conversation
in deep manner.
I will focus on these two elements.
I will make my tone humble while
addressing difficult conversation.
So, the sentiments of the people
do no get hurt. (ILYAS and et.al.,
2020). And along with this, I will try
to understand the different aspects
of the conversation. So, this will
provide me idea in relation of
making effective strategies.
Attach:
Written feedback ☐
Feedback notes ☐
BSBCMM412 Project portfolio template v1.0 23

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