Complete Business Solutions Australia: Communication Protocols Project

This assessment task requires the student, acting as the Human Resources Manager for Complete Business Solutions Australia (CBSA), to update the company's communication protocols. The task involves analyzing communication needs, particularly addressing the transition to remote work, vi...Read More

Assessment Task Summary
This unit requires you to complete four assessment tasks. You must satisfactorily complete all tasks to
achieve competency for this unit.
Assessment Task Assessment Method Task Summary
Assessment Task 1:
Prepare Communication
Protocols
Project This task consists of two parts:
 Part A: analyse communication needs.
 Part B: update the Communication-Policy
Procedures.
Assessment Task 2:
Provide Instruction to the
Team
Project and role-play This task consists of two parts:
 Part A: develop facilitation materials for an
Information/ Training session.
 Part B: deliver the Information/ Training session
Assessment Task 3:
Review of Communication
Practices
Project and role-play This task consists of two parts:
 Part A: mentor to two colleagues.
 Part B: seek and evaluate feedback on
communication protocols.
Assessment Task 4:
Written Questions
Written questions Students must answer fourteen written questions in
an open book written assessment.
Required Additional Documents
The following additional documents support this Student Assessment Booklet and form part of the
assessment tool for this unit. You will require them to complete the assessments for this unit/cluster.
 CBSA Business Plan
 CBSA Style guide
 Staff Management Policy Procedures
 Code of Ethics
 Access Equity and Anti-Discrimination Policy
 Document Management Policy Procedures
 Privacy Policy Procedures
 Information Technology Policy Procedures
 Communication Policy Procedures
 Quality Assurance Policy Procedures
 Professional Development Policy Procedure
Assessment Overview
Assessment Documents
Information about Assessment

The following outlines the assessment requirements for this unit. You are required to complete all
assessment requirements outlined below to achieve competency for this unit.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Tasks Due Date
1. Assessment Task 1 – Establish Communication Protocols
2. Assessment Task 2 – Provide Instruction to the Team
3. Assessment Task 3 – Review of Communication Practices
4. Assessment Task 4 – Written Questions
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your
work.
Assessor to complete
Assessment Task Number and Title
Satisfactory/
Not satisfactory Date
Is this a
reassessment?
Y/N
Assessment Task 1: Establish Communication
Protocols
STUDENT DECLARATION
I declare that these tasks are my own work.
 None of this work has been completed by any other person.
 I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this
work.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken
against me.
Assessment Plan
Assessment Task Cover Sheet – Assessment Task 1

The following assessment tasks use a simulated business called Complete
Business Solutions Australia (CBSA). In order to complete the assessment
tasks, you will need to access information, templates, policies and procedures
associated with CBSA. This can be done in one of two ways: either your
assessor will provide you with copies of the appropriate documents, or they will
provide you with login details for CBSA’s website. Navigate to
www.cbsa.com.au, select ‘Log in’ and enter your username and password prior
to completing your assessment tasks.
For this assessment you will play the role of Glenda Williams Human
Resources Manager for CBSA. CBSA is a consultancy service providing
assistance with compliance, finances, human resources, information
technology and other business needs to ensure that businesses have the
expertise and support they need to survive and prosper. You should
familiarise yourself with what CBSA does, its services and history, the
organisational structure of the business, its employees, and its mission, vision
and business objectives.
TASK SUMMARY
This task consists of two parts:
 In Part A, you must update communication protocols for your organisation to
address staff working from home as well as specific requirements for Deaf
and Hard of Hearing.
 In Part B, you must update the Communication Policy Procedures with the
approved protocols and information
RESOURCES AND
EQUIPMENT
REQUIRED
 Access to your learning materials.
 Access to Microsoft Word (or a similar program).
 Email software program.
 CBSA business documents, organisational policies and procedures
(accessible via the CBSA website)
 CBSA Business Plan
 CBSA Style guide
 Staff Management Policy Procedures
 Code of Ethics
 Access Equity and Anti Discrimination Policy
 Document Management Policy Procedures
 Privacy Policy Procedures
 Information Technology Policy Procedures
 Communication Policy Procedures
 Quality Assurance Policy Procedures
Templates
 CBSA templates (accessible via the CBSA website)
 Email Template (provided)
Assessment Task 1: Establish Communication Protocols

WHERE AND
WHEN THIS TASK
WILL BE
COMPLETED
 You will complete this task in your own time, or you may be provided with
time in class to complete it (where applicable)
 You will be advised of the due date for this task
WHAT HAPPENS IF
YOU GET
SOMETHING
WRONG
If your assessor marks any of your answers as incorrect or insufficient, they will
make arrangements with you for resubmission. Your assessor may ask you some
questions verbally to check your understanding, or you may need to provide new
written responses to the questions that were answered incorrectly. Your assessor
will give you a due date by which this must be provided.
TASK
INSTRUCTIONS You must complete all parts of the task outlined below.

To begin this part, read the following email and attachments, then complete the tasks that follow.
To: Glenda Williams ([e-mail])
From: Gavin Stead ([e-mail])
Date/time: Monday 10:05 a.m.
Subject: Communication Protocols – Update of requirements
Attachment:
Working From Home Communication Protocols.docx,
Working From Home Communication
ProtocolsTemplate.docx
Good morning Glenda,
Now coming to the end of the pandemic and staff have adapted well to working from home, the Board
have decided to continue with staff working from home 1 or 2 days a week if they prefer. It does mean we
need to update the Communication-Policy-Procedures to incorporate these changes. I have attached the
temporary Working from Home Communication Protocols Sally developed for team communication during
the pandemic, so this needs to be amended where necessary and included. However, I do think we need
more specifics on how we run virtual team meetings and in particular hosting client meetings, we need to
make sure we are presenting a united and professional front.
Part of the reason we need to look at virtual client meetings is we have just won a contract with a new
client; Deafness Foundation, who are a not-for-profit charity working with people who are Deaf and hard of
hearing to facilitate Access, Awareness, Diagnosis, Treatment and Prevention. There main office is in
Bayswater however will also be supporting the regional offices. Some of the people we will be supporting
are Deaf and Hard of Hearing, so we need to have the ability to use closed captions in meetings and an
Auslan interpreter maybe required. We need to have a better understanding of the needs of our client, so I
want you to investigate further and make recommendations on:
 what information on effective communication with the Deaf and Hard of Hearing need to be included
in the updated Communication Policy Procedures
 the video conferencing software you think we should trial closed captions.
Once you have completed your research, updated team meeting and completed the draft client meeting
protocol this please email them for review.
Kind Regards,
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
ATTACHMENTS BELOW
 Work From Home Communication Protocol.docx
PART A: ANALYSE COMMUNICATION NEEDS

WORK FROM HOME COMMUNICATION PROTOCOL
Communication
Activity
Team communication.
Key Requirements
of Communication
Activity
Ensure that team members are focussed on team goals and aware of actions
occurring.
People Involved Person/s responsible
for coordinating
activity
Division managers
Other people involved
in the activity (i.e.
audience)
All team members
Protocol/Procedure
to be Implemented
Procedure  Daily team brief via telephone or Zoom facilitated by
the division manager; a 15-minute touch base to
confirm team progress and activities
 Weekly team meeting in a similar format to existing
meetings via Zoom. Refer to Communication Policy
and Procedure for meeting preparation, delivery and
finalisation.
 Use of cloud-based collaborative tools to share and
communicate projects online.
 Regular telephone contact between team members
for real-time discussion.
 Use email to distribute updates, documents and
meeting agenda/minutes
Communication
channels to be used
 video-conferencing (e.g. Zoom)
 cloud-based collaborative tools
 phone
 email
Timing/timeframes  A 15-minute team brief at 9:00 a.m. each morning
 Team meetings scheduled at the same time as
previously when all office based
How communication
will be recorded
 Division manager to confirm details of daily team brief
by email.
 Team meeting agenda and minutes to be recorded
and stored in accordance with Communication Policy
and Procedure

 Work From Home Communication Protocol Template.docx
WORK FROM HOME COMMUNICATION PROTOCOL TEMPLATE
Communication
Activity
Communication Policy and Procedure for meeting preparation, delivery and
finalisation with the people with hearing impairment or deafness.
Team communication.
Key Requirements
of Communication
Activity
The changes in policies and procedures of an organisation, makes it integral to
communicate them to the employees for avoiding the errors and costly mistakes. In
order to communicate properly with the employees the organisation can use following
methods or ideas.
People Involved Person/s responsible
for coordinating
activity
Division managers and Employees.
Other people involved
in the activity (i.e.
audience)
All team members
Protocol/Procedure
to be Implemented
Procedure  face to face communication
 Daily team brief via telephone or Zoom facilitated by
the division manager; a 15-minute touch base to
confirm team progress and activities
 Weekly team meeting in a similar format to existing
meetings via Zoom. Refer to Communication Policy
and Procedure for meeting preparation, delivery and
finalisation.
 Use of cloud-based collaborative tools to share and
communicate projects online.
 Regular telephone contact between team members
for real-time discussion.
 Use email to distribute updates, documents and
meeting agenda/minutes
Communication
channels to be used
Digital/Online
 video-conferencing (e.g. Zoom)
 cloud-based collaborative tools
Verbal
 phone
Written
 email
Timing/timeframes Office Hours
 A 15-minute team brief at 9:00 a.m. each morning
 Team meetings scheduled at the same time as
previously when all office based
How communication
will be recorded
Digital recording on the cloud
 Division manager to confirm details of daily team brief
by email.
 Team meeting agenda and minutes to be recorded
and stored in accordance with Communication Policy
and Procedure
TASK INSTRUCTIONS

Based on the email you need to first review the existing Communication-Policy-Procedures the Business
Plan and other relevant policies and procedures found on the CBSA website.
Step 1
Review the temporary Working from Home Communication Protocols and update them to incorporate office
based staff and staff working from home as well as specifics on how to run virtual team meetings,
including:
 Sending out a calendar invite
 Hosting the meeting – timing
 Preparation – agenda, objectives
 Sharing screens and applications
 Camera view – (professional background)
 Microphones and headsets - limiting background noise and distractions, using mute
 Encouraging participation
 Keeping the meeting on track
Step 2
Using the Work from Home Communication Protocol Template, complete this information required for Client
Meetings. This needs to include specifics on to how host client meetings, ensuring professionalism. You
need to include the following:
 Sending out a calendar invite
 Hosting the meeting and timing
 Introductions

 Preparation – agenda, objectives
 Sharing screens and applications
 Privacy around what is being shared
 Camera view – (professional background)
 Microphones and headsets limiting background noise and distractions, using mute
 Using mute functions
 Encouraging participation
 Keeping the meeting on track
 Troubleshooting tips and support
Step 3
Research the new client Deafness Foundation https://www.deafness.org.au/ to get a better understanding of
what might be the client requirements for communication. Also review the following organisation’s websites
for further information on Deaf Awareness, using and interpreter and other requirements when
communicating with people who are Deaf or Hard of Hearing.
 Expression Australia: https://www.expression.com.au/
https://www.expression.com.au/documents.asp?did=1&t=Information+Sheets
 Deaf Australia: https://deafaustralia.org.au/
 The Deaf Society: https://deafsociety.org.au/
Write a brief report in the body of the email you will send to Gavin Stead, using some of the information you
have researched:
 Summarise the needs of the client
 Indicate what CBSA needs to include in the updated Communication-Policy-Procedures as guidelines for
effective communication with people who are Deaf or Hard of Hearing.
 Also research closed captions which may be also be called ‘web captioning’ ‘live captions’ or ‘subtitle’
options for common video meeting software such as Zoom, Google Hangouts, Skype Business and MS
Teams, look at and costs involved and ease of use. Make a recommendation to Gavin on which
software would be advisable for a trial
Send the email to Gavin Stead attaching the two document and including the research information and
recommendations.

To: Gavin Stead ([e-mail])
CC [enter text]
From: Glenda Williams ([e-mail])
Date/time: [enter text]
Subject: [enter text]
Attachment: [enter title of attachment or delete]
To Gavin Stead
Kind Regards,
Change is a very important part in business and it affects the overall performance of an organisation. The changes in
policies and procedures of an organisation, makes it integral to communicate them to the employees for avoiding
the errors and costly mistakes. In order to communicate properly with the employees the organisation can use
following methods or ideas. As per your requirements I can recommend certain methods for improving the
communication policy and procedures that are given below: Interpreting and language services for people who are
deaf and hard of hearing are helpful within the organisation. Interdependent audiology and speech services can be
trusted for providing holistic and personalised hearing and speech services. The NDIS services for the people who
have hearing challenges can help to improve coordination, interpretation and listening with the help of technology.
Being clear and concise by communicating straight forward and using easy language can provide better
communication. Considering face to face communication so that important issues and authenticity of
communication can be addressed and being open to two ways communication provides interaction among the
leaders of the organisation and the employees so that they can share their views and communicate effectively.
Feedback and suggestions must be included in the communication policies and procedures so that effective and
efficient changes can be obtained. Providing information is not communication therefore listening to the employees
must be done and focusing on improving communication with people with diversified needs by using various
mediums of communication like verbal, written & sign language.
The use of video conferencing tools during the pandemic have become common and it can help to communicate
effectively with people who are deaf or hard of hearing. Some of the tested applications are like Zoom meetings that
provide closed captions while communicating. Moreover, applications like Microsoft teams provide subtitles and
closed captions for improving the interaction among the people who are deaf. Other software like Google meet is
useful for improving video conferencing and providing closed captions. Their prices vary and it can be accessible for a
month by paying $14.99-$19 per month for Zoom Meetings, $5-$12.50 per month for Microsoft teams and $6-$12
per month for Google meet.
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au

SUBMISSION
REQUIREMENTS:
PART A
 Updated Working from Home Communication Protocol for team meetings
 Develop Working from Home Communication Protocol for client meetings
 Email to Gavin Stead
To begin this part, read the following email and then complete the tasks that follow:
To: Glenda Williams ([e-mail])
From: Gavin Stead ([e-mail])
Date/time: Thursday 10:05 a.m.
Subject: Communication-Policy-Procedures - Updates
Good morning Glenda,
Thank you for sending through the Working from Home Communication Protocols, also the research and
recommendations you made. I would like you to go ahead and update the Communication-Policy-
Procedures to include:
 working from home protocols for the team meeting
 working from home protocols for client meetings
 Guidance notes for effective communication with people who are Deaf or Hard of
Hearing. Once you have completed, please email them for my approval
Kind Regards,
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
TASK INSTRUCTIONS
Based on the email, you need to first review the existing Communication Policy Procedures, the Style Guide
and Document Management Policy Procedures found on the CBSA website.
Step 1
Update the Communication-Policy-Procedures with the approved information you provided in Part A. Ensure
you adhere to CBSA Style Guide and document version control as indicated in CBSA Document
Management Policy Procedures.
Change is a very important part in business and it affects the overall performance of an organisation. The
changes in policies and procedures of an organisation, makes it integral to communicate them to the employees
PART B: UPDATE COMMUNICATION POLICY PROCEDURES

for avoiding the errors and costly mistakes. In order to communicate properly with the employees the organisation
can use following methods or ideas.
 Internal Sharing of Information
 Bringing or developing new software or using the existing ones
 Email
 Devices such as computers, laptops, tablets and phones for work use
 Social media
 Text messages
Step 2
Send the email to Gavin Stead attaching the updated Communication-Policy-Procedures for his approval.
To: Gavin Stead ([e-mail])
CC [enter text]
From: Glenda Williams ([e-mail])
Date/time: [enter text]
Subject: Updated Communication-Policy-Procedures
Attachment: Communication-Policy-Procedures
To Gavin Stead,
Kind Regards,
As per your requirements I have Identified certain methods for improving the communication policy and
procedures that are like, Internal Sharing of Information, bringing or developing new software or using the
existing ones, Email, Devices such as computers, laptops, tablets and phones for work use, Social media,
Text messages, etc.
Some of the tested applications are like Zoom meetings that provide closed captions while communicating.
Moreover, applications like Microsoft teams provide subtitles and closed captions for improving the
interaction among the people who are deaf. Other software like Google meet is useful for improving video
conferencing and providing closed captions. Their prices vary and it can be accessible for a month by
paying $14.99-$19 per month for Zoom Meetings, $5-$12.50 per month for Microsoft teams and $6-$12 per
month for Google meet.
I hope these methods would be helpful for improving communication activities, policies and procedures and
enhance communication with the people with low hearing and deafness.
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au

SUBMISSION
REQUIREMENTS:
PART B
 Updated Communication-Policy-Procedures
 Email to Gavin Stead

TASK SUMMARY
This task consists of two parts:
 In Part A, you will be required to develop facilitation materials for an
Information/ Training session based on the updated protocols in the
Communication-Policy- Procedures from Task 2. You will also need to including
instruction on how to use the virtual meeting software
 In Part B, you will be required to facilitate the Information/ Training session
to the department managers, providing instruction on how the updates and
new meeting software are to be implemented.
RESOURCES AND
EQUIPMENT
REQUIRED
 Access to your learning materials.
 Access to Microsoft Word (or a similar program)
 Access to Microsoft PowerPoint (or a similar program)
 Email software program.
 CBSA business documents, organisational policies and procedures
(accessible via the CBSA website)
 CBSA Business Plan
 CBSA Style guide
 Staff Management Policy Procedures
 Code of Ethics
 Access Equity and Anti Discrimination Policy
 Document Management Policy Procedures
 Privacy Policy Procedures
 Information Technology Policy Procedures
 Quality Assurance Policy Procedures
 Updated protocols in the Communication Policy Procedures from Task 2.
 Suitable teleconference software (for example Google Hangouts, Skype,
Teams etc.)
Personnel
 Three (or more) additional students for role play activity
WHERE AND
WHEN THIS TASK
WILL BE
COMPLETED
 You will complete this task at work, on your placement or in a simulated
workplace environment
 You will complete this task with your assessor at a time advised by them
Assessment Task 2: Provide Instruction to the Team

WHAT HAPPENS IF
YOU GET
SOMETHING
WRONG
If your assessor marks any of your answers as incorrect or insufficient, they will
make arrangements with you for resubmission. Your assessor may ask you some
questions verbally to check your understanding, or you may need to provide new
written responses to the questions that were answered incorrectly. Your assessor
will give you a due date by which this must be provided.
TASK
INSTRUCTIONS You must complete all parts of the task outlined below.

To begin this part, read the following email and complete the tasks that follow.
To: Glenda Williams ([e-mail])
From: Gavin Stead ([e-mail])
Date/time: Tuesday 10:15 a.m.
Subject: Communication Policy Procedures Implementation
Attachment: Session Plan Template.docx
Good morning Glenda,
Great job on updating the Communication Policy Procedures.
I have spoken with the board and we have approved the trial the video conferencing software you have
recommended with the closed captions.
Now I need you to get everyone on board with the updated protocols in Communication Policy Procedures
and also trialling the new software. Therefore I want you to facilitate an information/training session to
ensure the department managers support the implementation of the new protocols and the trailing of the
new virtual meeting software. Please develop the following documents for the session:
 a presentation to cover the key areas you have updated in Communication Policy Procedures
 a quick reference guide to support everyone using the conferencing with closed captions
 Facilitation notes – use the attached Session Plan Template.docx.
It is important to get feedback and buy-in from the department managers as I want everyone to be ready
by next month when we start working with Deafness Foundation, our new client.
Please email through your materials so I can review before you deliver the session.
Kind Regards,
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
ATTACHMENT BELOW:
 Session Plan Template.docx
SESSION PLAN TEMPLATE
Facilitators Name Date:
Session Title: Length of session:
Learning Outcome: By the end of this session, participants will:
 Have an overview about using various digital tools that can be helpful for
improving communication ability with the organization and increase the level of
PART A: DEVELOP INFORMATION/TRAINING SESSION MATERIALS

efficiency to communicate.
 Be able to use software like Google meet, Microsoft teams and Zoom meetings
to communicate.
 Identify the use of close captions and subtitles with these applications that can
help the people who are deaf and hard to hear.
Resources:  (Example)Presentation slides
 (Example)Hand outs:
 Slides
 Standards
 Check list
 (Example)Whiteboard
 (Example)Data Projector
 (Example)Participant PC’s (with software installed)
Intro and Welcome Introduce purpose of training. 2 mins
Agenda Give overview of learning outcomes
Basics/ Knowledge With the help of training I have obtained the knowledge about using
software like Google meet, Microsoft teams and zoom meeting for
communication while working from home.
I have obtained the knowledge about using software like Google meet,
Microsoft teams and zoom meeting for communication while working
from home.
I came to know about the close captions and subtitles that could help
deaf and hard to hear people to interact with each other.
Demo/ Activity /
Practice
Demo activity proposed ways of improving communication and turning
on subtitles or closed captions in the applications.
Communication
styles to be used to
address diverse
backgrounds
Various communication styles like written communication, verbal
communication & language can be used for addressing people with
diversified needs.
Possible
communication
challenges and
solutions
The main challenges in communication that can be felt by using digital
software and tools does the lack of proper understand ability and
difference in perception with the communication activities.
Potential issues or
areas of conflict and
solutions
The main issues and areas of conflicts are related to the difference in
perception throughout the communication activities that can be
resolved by questioning and feedbacks.
Techniques to be
used to influence
and negotiate
The techniques that can be used to influence and negotiate the
communication are improving face to face communication, two way
communication, using feedback and suggestions etc. Being clear and
concise by communicating straight forward and using easy language

can provide better communication. Considering face to face
communication so that important issues and authenticity of
communication can be addressed and being open to two ways
communication provides interaction among the leaders of the
organisation and the employees so that they can share their views
and communicate effectively. Feedback and suggestions must be
included in the communication policies and procedures so that
effective and efficient changes can be obtained.
Wrap Up Re-cap, confirmation of outcomes and agreement
Items to be actioned
Providing information is not communication
therefore listening to the employees must be
done and focusing on improving communication
with people with diversified needs by using
various mediums of communication like verbal,
written & sign language.
2 mins
TASK INSTRUCTIONS
Based on the email, you will be required to develop facilitation materials for an Information/ Training session
based on the updated protocols in the Communication-Policy-Procedures from Task 2. You will also need to
include instruction on how to use the virtual meeting software.
Step 1
Develop your facilitation materials for a 20-30min Information/ Training session.

 Using PowerPoint or other training tool. The materials must:
 Cover the new meeting protocols for both teams and clients
 The guidelines you created for effective communication with people who are Deaf or Hard of Hearing
 Explain and demonstrate the new meeting software with closed captions
 Use language that is appropriate for the audience
 Meet the needs of the audience by creating an engaging session that:
 has a logical flow: introduction, topic information and conclusion or call to action
 keep the text on the slides to a minimum
 use clear and easy to read font
 use relevant images
 images, diagrams, graphs, smart art is clear and easy to read from the back of the room
 pitched at the right level, not too technical and not to simple is comes across as patronising
 adheres to the organisational style guide
 interactive with the use of an activity to reinforce the learning

Step 2
Develop a delivery plan for the Information/ Training session, using the Session Plan Template. The plan
needs to include introduction, address key points to be discussed so that information on the slides are
minimal, include possible questions and answers, where attendees can go for further information and have a
conclusion or call to action. You need to specially prepare for:
 The different communication styles that are needed to address diverse backgrounds
 Possible communication challenges you might have to deal with in the session
 Potential issues or areas of conflict you might have to deal with in the session. Keep in mind everyone is
used to using the current software as they may not be open to trialling the new software
 Techniques you can use to influence the Managers in order to accept the new protocols and software

 Negotiation skills you might need to use to get everyone’s buy-in
 Techniques to get feedback from participants




Step 3
Develop a quick reference guide which is a simple visual instruction on how to use the virtual meeting
software. Ensure you include:
 simple step by step with screen shots
 indicate where to click and what to do

Figure 1: Creating Account
Figure 2: Signing In

Figure 3: Logging in
Figure 4: meeting topic

Figure 5: starting a meeting
Step 4
Send an email to Gavin Stead attaching all the presentation, session plan and quick reference guide for an
Information/Training session and asking for his approval.

To: Gavin Stead ([e-mail])
CC [enter text]
From: Glenda Williams ([e-mail])
Date/time: [enter text]
Subject: [enter text]
Attachment: [enter title of attachment or delete]
To Gavin Stead,
Kind Regards,
The complete planning has been done and certain aspects are considered that can help to improve the
training and create better information or training sessions. Certain techniques that can be helpful to conduct
effective training sessions and accomplish the goals of organization by engaging every individual involved:
Creating awareness among the trainees by introducing the session briefly and explaining main points
involved in the training session.
Telling them the information about Deep procedures and policy for the session.
Summarizing the overall activity will also help in improving their learning and training activity.
Creating a learning environment can help to guide the trainees towards greater knowledge of success.
Using as much hands on training as possible that can help to demonstrate and apply the learning with
greater understanding.
Frequent tests can help to determine the success or failure levels of tests conducted.
Involved trainees in the training and enhancing their technical skills.
Having a question and answer session for understanding the queries and resolving them.
Solicit feedback on the training session can help to improve the performance.
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
SUBMISSION
REQUIREMENTS:
PART A
 PowerPoint Presentation (or similar software)
 Completed Session Plan
 Quick Reference Guide
 Email to Gavin Stead

To begin this part, read the following email and complete the tasks that follow.
To: Glenda Williams ([e-mail])
From: Gavin Stead ([e-mail])
Date/time: Wednesday 10:30 a.m.
Subject: Communication Information/Training session
Good morning Glenda,
Thanks for the Communication Information/ Training session materials you were very thorough, and I
have a clear idea of your facilitation style.
Please go ahead and organise the session for Friday morning.
Kind Regards,
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
TASK INSTRUCTIONS
Based on the email, you will be required to facilitate Communication Information/ Training session. Your
assessor and 1–2 students will role-play the department managers who will attend your session.
You must facilitate the session as planned in part A, using the materials previously developed:
 PowerPoint presentation
 Session plan
 Quick reference guide
Review the following criteria that need to be addressed in your role play
PART B: DELIVER INFORMATION/TRAINING SESSION
During your session, your assessor will be observing your ability to:
 use oral communication structure and language to suit the audience
 present the information clearly and concisely
 display respectful and positive communication approach
 encourage and participate in two-way communication
 confirm that the audience has understood the information presented
 use a variety of communication styles a relevant to your varying audience
 present the information in a succinct, clear and persuasive manner
 evaluate differences in perspective
 use negotiation skills to achieve session outcomes

SUBMISSION
REQUIREMENTS:
PART B No Submission required for this part.
 addressed any communication challenges or areas of conflict
 used techniques to influence, negotiate and gain consensus
 seek feedback on your session.

TASK SUMMARY
This task consists of parts:
 In Part A, you will be required to mentor to two colleagues who need help
with their communication.
 In Part B, you will be required to seek feedback on how the communication
protocols are working and evaluate the feedback and make
recommendations for continuous improvement.
RESOURCES AND
EQUIPMENT
REQUIRED
 Access to your learning materials.
 Access to Microsoft Word (or a similar program)
 Access to Microsoft PowerPoint (or a similar program)
 Email software program
 Access to free online survey website such as one listed below or similar:
 https://surveysparrow.com
 https://www.surveymonkey.com
 CBSA business documents, organisational policies and procedures
(accessible via the CBSA website)
 CBSA Business Plan
 CBSA Style guide
 Staff Management Policy Procedures
 Professional Development Policy Procedures
 Code of Ethics
 Access Equity and Anti Discrimination Policy
 Information Technology Policy Procedures
 Quality Assurance Policy Procedures
 Updated protocols in the Communication Policy Procedures from Task 2
 Suitable teleconference software (for example Google Hangouts, Skype,
Teams etc.)
Personnel
 One (or more) additional students for role play activity
 Five additional students to complete the online survey
WHERE AND
WHEN THIS TASK
WILL BE
COMPLETED
 You will complete this task at work, on your placement or in a simulated
workplace environment
 You will complete this task with your assessor at a time advised by them
Assessment Task 3: Review of Communication Practices

WHAT HAPPENS IF
YOU GET
SOMETHING
WRONG
If your assessor identifies that you did not correctly or adequately demonstrate the
skills and knowledge required of this task, you will be given feedback on areas for
improvement.
Your assessor will provide you with guidance about whether you need to:
 redo the task immediately after you have considered their feedback
 Undertake further learning and redo the role-play at a later date – if so,
your assessor will provide you with further details.
TASK
INSTRUCTIONS You must complete all parts of the task outlined below.
To begin this part, read the following email and complete the tasks that follow.
To: Glenda Williams ([e-mail])
CC Jay Gartner ([e-mail])
Sally Fischer ([e-mail])
From: Gavin Stead ([e-mail])
Date/time: Wednesday 1:45 p.m.
Subject: Mentoring session
Good afternoon Glenda,
I have just had a conversation with Jay Gartner – Business Compliance Specialist and Sally Fischer –
Systems Analyst as they are going out to the Deafness Foundation next week for a few days. They have
been fine in the virtual meetings but are a bit nervous about saying or doing the wrong thing and offending
the client when they meet face to face. Can you meet up with them tomorrow for a mentoring session to
refresh the guidelines when communicating with people who are Deaf or Hard of Hearing and maybe
email them some links to support resources or videos they can study in their own time?
Please keep me in the loop by copying me in any follow-up emails.
Kind Regards,
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
PART A: MENTORING

TASK INSTRUCTIONS
Based on the email, you need to review the existing Staff-Management-Policy-Procedures and Professional-
Development-Policy-Procedures found on the CBSA website. You may want to research ‘Voice to Text’
mobile phone apps that might be of benefit to Jay and Sally in a face to face situation.
Step 1
Conduct a mentoring session:
 Participate in a role play meeting between yourself, Jay and Sally. Your assessor will play the role of
either Jay or Sally and an additional student with role play the other colleague at this meeting.
 Attend the meeting at the specified time and date using the link provided by your assessor or in a face
to face situation
 You will be required to discuss the concerns that Jay and Sally have an offer support. During this
meeting you will need to:
 facilitate/lead a workplace discussion
 communicate in a supportive professional way
 review the communication protocol (developed in Task 2) including the guidelines for
communicating with people who are Deaf or Hard of Hearing, and offer further explanation or
examples
 discuss issues and challenges raised and use problem solving and decision-making skills to resolve
issues
 confirm agreement on actions (including any additional support) to be taken to
resolve communication challenges identified and discussed
 seek feedback on how you could better communicate information and instruction in the future.
 It is important that you speak respectfully, clearly and in a way that builds relationships with
team members.
 You will be required to demonstrate active listening and questioning throughout the meeting.
Step 2
Send an email to Jay and Sally reinforcing support and your confidence in their abilities, include:
 links to suitable videos and information for self-study
 links or information on ‘Voice to Text’ mobile phone apps
 copy in Gavin Stead.

To: Gavin Stead ([e-mail])
CC Jay Gartner ([e-mail]) Sally Fischer
([e-mail])
From: Glenda Williams ([e-mail])
Date/time: [enter text]
Subject: reinforcing support and confidence in communication
abilities
Attachment: [enter title of attachment or delete]
To [enter text],
Kind Regards,
With the help of the meeting with Jay and Sally it was identified that there are certain challenges and
concerns that should be addressed for improving the communication activities with people who are deaf or
hard of hearing. With the help of the discussion various problems, issues and challenges were identified in
terms of interacting with the business people. Jay and Sally have provided some suggestions and feedback
to improve those problems and create better communication information and instructions in future. The
main issues and challenges that were identified are related to the inability of individuals to interact over
voice messages and low confidence while communicating with business professionals. The communication
protocols that were developed were mainly for improving the virtual communication of the employees and
people who are deaf or hard of hearing. Many challenges were faced while communicating with the
business professionals. There are many ways to communicate and interact in better manners to build good
relationships with team members. With the help of certain methods like voice to text mobile phones. With
the help of proper feedback and questioning it was discovered that certain applications like better
communication medium and proper speech can be used for interacting effectively. One of the effective tools
for communication can be using voice to text mobile phone applications that help to interact with deaf
people and improve business communications.
Links
https://apps.apple.com/us/app/braina-voice-control-pc/id1340996795
https://apps.apple.com/in/app/itranslate-converse/id1241264761
https://play.google.com/store/apps/details?id=com.speechtexter.speechtexter&hl=en
https://play.google.com/store/apps/details?id=com.SouthernPacificOceanFisher.VoiceToText_memo&hl=en_US
https://play.google.com/store/apps/details?id=co.speechnotes.speechnotes
https://apps.apple.com/us/app/transcribe-speech-to-text/id1241342461
https://apps.apple.com/us/app/google-assistant/id1220976145
https://www.dpbolvw.net/click-100173775-14094081?sid=n15e8a19d0e254271a38e5618906bb54608-4583053
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au

SUBMISSION
REQUIREMENTS:
PART A
 Email to Jay and Sally
 Email to Gavin Stead

To begin this part, read the following email and complete the tasks that follow.
To: Glenda Williams ([e-mail])
From: Gavin Stead ([e-mail])
Date/time: Tuesday 2:45 p.m.
Subject: Communication-Policy-Procedures - Feedback Survey
Attachment: Report template.docx
Good afternoon Glenda,
We need to review the trial of the virtual meeting software and also the updated protocols in
Communication Policy Procedures. Can you create an online survey to evaluate what improvements they
have made in the following areas or identify any exiting problems? Please include:
 following and adhering to the new protocols with running virtual meetings
 confidence in effectively communicating with people who are Deaf or Hard of Hearing
 ease of using the new virtual meeting software with closed captions.
Please email out the survey link to all staff using the group email [e-mail] and cc me
Once you have done this, can you complete the attached Report template, ensuring you evaluate the
feedback given? The evaluation must include both visual elements such as tables/carts and summary text.
I would like you to discuss any improvements required or any process improvements for the organisation.
Depending on the feedback, we will need to:
 update the protocols in Communication Policy Procedures
 make the virtual meeting software permanent or research another alternative
 update the Communication Policy Procedures to include the new meeting software and include
the quick reference guide you created.
I look forward to receiving your report.
Kind Regards,
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
PART B: OBTAIN AND EVALUATE FEEDBACK

ATTACHMENT BELOW
 Report template.docx
REPORT TEMPLATE
Overview With the help of the activities conducted above for identifying and
presenting solutions for improving the communication activities of deaf
and hard to hear people I have obtained various skills and abilities that
can be helpful for enhancing my career growth and future
advancement.
Date
Survey Results
Skills learnt by attending this programme
This individual reflection will discuss the skills that I have developed by attending the programme
and how it will be helpful to achieve academic and career growth.
 Digital literacy
 Communication
 Time and self-management
 Problem solving abilities
 Presentation Skills
 Research Skills
 Information and communication skills
 Digital literacy
With the use of these skills following and adhering to the new protocols with running virtual
meetings and improving the presentations for the people become better.
These skills directly or indirectly helped to develop confidence in effectively communicating with
people who are Deaf or Hard of Hearing.
Digital literacy helped me to easily use the new virtual meeting software with closed captions and
other software for communicating with the people who are Deaf or Hard of Hearing.
What worked well During the starting I was able to learn effective ways for research and
critical thinking with the other fellow mates regarding various concepts
and learnings through the programme. During the programme
everything happened according to the plans and skills and abilities that
I obtained through this were also fantastic.
What could be improved I think that I can improve abilities like Leadership, Problem solving,
Critical analysis, and analytical thinking which can be helpful for
improving aspects for the growth.
Personal challenges and
leaning
I faced challenges with the digital literacy and ICT skills because I do
not have much knowledge about the use of ICT and digital technology.
I developed my abilities and understanding about information
communication technology helped me to use the new virtual meeting
software with closed captions.
Recommendations for
CBSA continuous
improvement
Active listening is a totally effective strategy for enhancing my
development and growth and improving communication with deaf or
hard of hearing people. By recalling or summarising what the opposite
man or woman has stated, to ensure what have been understood
through them efficaciously, and asking frequent questions can help to
provide better solutions.

TASK INSTRUCTIONS
Based on the email complete the following tasks.
Step 1
Develop a feedback survey using an online survey site. The following two sites are free to join:
 https://surveysparrow.com/signup/
 https://www.surveymonkey.com/user/sign-up/?ut_source=pricing_page
Develop your questions to address the criteria identified in the email from Gavin. You need a maximum of
ten questions which can be any style question; however, they need to be focussed on getting responses you
can evaluate
Step 2
Use the email template to send out a link to the online survey questions to all staff. Send to at least 5
classmates, who need to complete the survey as though they are employees of CBSA and have been using
the virtual meeting protocols, the new software with closed captions and communicating with people who are
Deaf or Hard of Hearing. The email needs to include the following:
 The purpose of the survey
 A due date.
 The survey is anonymous

To: [enter text]
CC [enter text]
From: Glenda Williams ([e-mail])
Date/time: [enter text]
Subject: [enter text]
Attachment: [enter title of attachment or delete]
To [enter text],
Kind Regards,
Post-Training Survey Questions to Ask Your Employee
1. What do you choice to investigate and cast off from this training?
2. What are the important thing precise subjects you want to observe more about?
3. Tell us approximately your expected goals and development plan.
4. Was the learning material and content material beneficial to you?
5. Does the Training software interactive and engaging?
6. Does the training turned into the feedback material personalise enough to help you resolve troubles
particular to your job necessities?
7. Was the training relevant on your pastime or capability technique?
8. How would you feel the first-rate of this education consultation?
9. Have been you capable of get all your questions replied during the training?
10. How could you feel the coaching first-rate of the instructor?
11. Did the training happen at a comfortable pace?
12. Was the trainer engaging and supportive?
13. Had you been glad with the gaining knowledge of content material and cloth?
14. Do you feel you have been given sufficient time and resources to complete the education?
15. Was the material easy to understand?
16. Did you determine the content in the training fabric come to be sufficient? What can be brought or
improved?
17. What did you like the most approximately the training?
18. Did you get a hazard to collaborate in conjunction with your group participants at some stage in the
training? If sure, have become it effective?
19. Did the training meet your expectations?
20. Do you have any hints that might assist us enhance the schooling software program?
21. Do you experience in a position and assured on the cease of the education software program?
Please share any troubles or know-how gaps.

300 Fictional Way, Sydney, NSW 2000
Phone: [phone]
www.cbsa.com.au
SUBMISSION
REQUIREMENTS:
PART B
 Survey questions
 Email to all staff
 Feedback Report
:

TASK SUMMARY
This is an open book written assessment.
There are fourteen questions and some questions have sub-parts.
You must answer all questions and their parts correctly to achieve a
satisfactory outcome for this task.
RESOURCES AND
EQUIPMENT
REQUIRED
 Access to your learning materials
 Access to a computer, printer, internet and email software (if required)
 Access to Microsoft Word (or a similar program)
WHERE AND
WHEN THIS TASK
WILL BE
COMPLETED
 You will complete this task in your own time, or you may be provided with
time in class to complete it (where applicable)
 You will be advised of the due date for this task
WHAT HAPPENS IF
YOU GET
SOMETHING
WRONG
If your assessor marks any of your answers as incorrect or insufficient, they will
make arrangements with you for resubmission. Your assessor may ask you some
questions verbally to check your understanding, or you may need to provide new
written responses to the questions that were answered incorrectly. Your assessor
will give you a due date by which this must be provided.
SUBMISSION
REQUIREMENTS  Your answers for each question
TASK
INSTRUCTIONS
 This is an open book written assessment – you can use your learning
materials as reference
 You must answer all questions and their parts correctly to achieve a
satisfactory outcome for this task
 Refer to the Glossary of Instructional Task Words for descriptions of
instructional words to guide you in the level of response required in
each question
Assessment Task 4: Written Questions

QUESTION 1
Identify two anti-discrimination legislations in place in Australia and explain how this legislation helps to
ensure respectful workplace communication.
Legislation How This Legislation Helps Ensure Respectful
Workplace Communication
Standards under
the Disability Discrimination
Act 1992
The disability Discrimination Act 1992 protects personnel who've a
physical, intellectual, psychiatric, studying disabilities, infection, or bodily
disfigurement from being discriminated towards with the aid of
employers.
Racial Discrimination Act 1975 The Racial Discrimination Act protects employees who're of a distinct
race, colour, descent or ethnic beginning from being discriminated
towards with the aid of manner of employers

QUESTION 2
In the table below are the CBSA policies and/or procedure that were relevant to completing Tasks 1 through
to 3. Outline how this policy/procedure guides workplace communication at CBSA.
CBSA policies and/or
procedure
Outline how this policy/procedure guides workplace
communication at CBSA
1. Communication Policy and
Procedure
 Interpreting and language services
 Interdependent audiology and speech services
 NDIS services
 personalised hearing and speech services
2. Staff Management Policy
and Procedure:
Generic policies probably don’t reflect your organization’s single
employee necessities. They can also be ambiguous or out-of-date.
Tailored rules and approaches also are tangible proof that business
enterprise has taken affordable steps to minimise business risks and
unlawful practice or behaviour.
3. CBSA Style guide Complete Business Solutions Australia is a simulated business
established by Eduworks Resources for the purposes of training and
assessment of students enrolled in vocational qualifications.
4. Code of Ethics CBSA staff are expected to adhere to the following values:
 Be accountable: you will deliver promise what you say.
 Be inclusive: ensure that all customers internal or external are
treated equally.
 Be honest: with internal and external customers organisation and
employees ensure honest business representations.

CBSA policies and/or
procedure
Outline how this policy/procedure guides workplace
communication at CBSA
5. Access-Equity-and-Anti-
Discrimination-Policy
The motive of Anti-discrimination rules is so that everybody has an
identical opportunity. It promotes equality so people are unfastened from
discrimination in advantageous areas in their life which includes work,
ability, and consuming locations.
6. Information-Technology-
Policy-Procedures
 All staff members of CBSA are provided with a user name and
password for accessing the computer systems and computer
services at CBSA provided.
 Ensure that all staff members must keep their login details secure
and protected.
 This login will provide the organisation’s cloud-based file storage
and services access to email along with the internet.
 Document Management Policy & procedures states that all files
must be saved and accessed according to it.
7. Quality-Assurance-Policy-
Procedures
 It is committed to ensuring the quality of services provided across of
all of its operations
 This includes client’s services and processes, client support,
customer service and effective management of the business and its
staff.
 This includes ensuring the quality of any services provided to CBSA
on behalf by third parties.
 Ensures that effective systems, policies, procedures and resources
are in place to ensure the quality delivery of all services.
 Has convened a governance department which oversees the quality
of services by CBSA.
8. Document-Management-
Policy-Procedures
 All internally produced documents used by the organisation are
subject to version control asset out in the procedures section of this
document.
 All staff must ensure that they use the current version of all
documents.

QUESTION 3
Explain how an organisational Code of Conduct is relevant to workplace communication.
QUESTION 4
An organisation’s reputation is often dependent on the culture and ethics of its employees. Explain
how CBSA’s Code of Ethics helps to guide positive workplace communication that helps maintain a
positive reputation and workplace culture.
QUESTION 5
List three techniques you use to make sure your emergency communication is clear and accessible to the
culturally diverse
 Maintain etiquette with culturally diverse person can help to smoothen the communication and
understandably.
 Considering face to face communication so that important issues and authenticity of communication
can be addressed.
 Being open to two ways communication provides interaction among the leaders of the organisation and
the employees so that they can share their views and communicate effectively.
An effective code of conduct helps to develop staff loyalty, engagement and retention. When the staff
members feel motivated, engaged and loyal towards the company's culture and present the similar
values, then they communicate effectively, improve performance and feel committed.
, you will feel committed.
An effective code of ethics helps to develop staff loyalty, engagement and retention. When the staff
members feel motivated, engaged and loyal towards the company's culture and present the similar
values, then they communicate effectively, improve performance and feel committed.

QUESTION 6
Explain techniques you can use to participate effectively workplace discussions. Specifically consider
techniques that will ensure you fully understand what is being said.
QUESTION 7
Communicating key when getting your message across. Less than one in fifty people think like you
do, added into the mix different cultures and backgrounds. Briefly explain four principles of
intercultural communication.
 Language, culture, linguaculture
 Intercultural Mediation
 Channels of communication like non-verbal channel and verbal channel
 Subconscious elements in communicative behaviour
Practice active listening
Active listening is a totally effective strategy for enhancing cross cultural conversation. By recalling or
summarising what the opposite man or woman has stated, to ensure what have been understood through
them efficaciously, and asking frequent questions can help to participate in discussions. This facilitates
quick summarisation and ensures that vital facts doesn’t get ignored or misunderstood.

QUESTION 8
Mentoring and Coaching
It is helpful to understand the difference between coaching and mentoring. Although many processes are
similar, they are generally delivered by individuals with different qualifications and a different relationship to
the person they are supporting. In the table below compare the key differences between coaching and
mentoring.
Coaching: Mentoring:
Coaching is a method in which an individual is
supervised by a superior person to improve his
competencies and capabilities.
Coaching helps in uncovering their professional
capabilities of an employee, understanding their
strengths and weaknesses, knowing their potential,
building key skills, etc.
The person who directs or instructs is known as coach
while the person who is being directed is known as
coachee.
Mentoring is an advisory process in which a fresher
gets support and guidance from a senior person.
It provides encouragement, insight, and counselling to
the portage for the development of his career.
The mentor may include teacher, guide, adviser,
consultant, host, counsellor, etc.
QUESTION 9
Developing cultural competence is important for facilitating positive cross-cultural communication with people
from diverse backgrounds or who have special needs or disabilities. Outline the key principles of cultural
competence.
 Valuing diversity
 Conducting cultural self-assessment
 Understanding the dynamics of difference
 Institutionalizing cultural knowledge
 Adapting to diversity

QUESTION 10
Use the table below to identify possible risks and consequences that could occur with miscommunication,
include impact to the individual and/ or organisation.
Category Possible Risk Possible consequences
Wording of message Wrong word Coding Wrong Meaning
Channel of message Inappropriate interpretation Delay in message
Body language Incorrect Perception by other party Inefficient Communication
Responsible person
sending message
Lack of understanding Delay in actions

QUESTION 11
Outline the features of the following communication styles.
Passive  Anxiousness because life seems out of control
 Depression because they feel stuck and hopeless
 resentful (but are unaware of it) because individual needs are not being
met
 confusion because of ignoring own feelings
 Not able to mature because real issues are never addressed
Aggressive  criticize, blame, or attack others
 act threateningly and rudely
 interrupt frequently
 try to dominate others
 use humiliation to control others
Assertive  state needs and wants clearly, appropriately, and respectfully
 connected to others
 speak in a calm and clear tone of voice
 listen well without interrupting
 express feelings clearly, appropriately, and respectfully

QUESTION 12
In the table below briefly explain the following communication methods and examples of their effective use.
Method Explanation: Examples of Effective Use:
Verbal In single word it can be explained as the
method of communication using speech,
audio, and voice to interact with others.
Teacher Giving a Lecture in a class can use
verbal communication because many
students are required to be addressed at
the same time.
Non-verbal Sign language, Body language and
interaction through actions or touch are
non-verbal means of communication.
To interact with people who are especially
abled or have physical disability this
medium of communication is effective, for
instance communicating to the people with
hearing impairment.
Written The communication that is done through
inscribing, texting or writing something on
paper or somewhere it is readable is called
written communication.
It is helpful to interact with people who are
unable to listen and requires medium to
interact.

QUESTION 13
List the general principles for managing conflict.
QUESTION 14
Explain how you address the mentoring needs of Jay and Sally in Task 3, Part A
Conflict resolution is one of the most important activities any organization faces, and the better conflict is
handled, the more likely the organization will be successful. These six principles of conflict resolution can
help your organization address conflicts quickly and efficiently with successful results.
 Affiliate vs. Alienate
 Be Empathetic vs. Being Egotistical
 Engage vs. Avoid
 Own vs. Blame
 Practice Self-Restraint vs. Getting Emotional
 Build Trust vs. Distrust
There are many ways to communicate and interact in better manners to build good relationships with
team members. With the help of certain methods like voice to text mobile phones, proper feedback and
questioning it was discovered that certain applications like better communication medium and proper
speech can be used for interacting effectively. One of the effective tools for communication can be using
voice to text mobile phone applications that help to interact with deaf people and improve business
communications.