Assessment Templates

BSBCMM511 Communicate with influence

Student ID Student Name

 93167 First Name: Diana

Last Name: Zambrano

Group Work
This assessment task has been completed by the following persons and we acknowledge that it was
a fair team effort where everyone contributed equally to the work completed. We declare that no
part of this assessment has been copied from another person’s work except for where we have
listed or referenced documents or work and that no part of this assessment has been written for us
by another person.
Group Members’ Names

Student ID Student & Last Name

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By submitting this assessment, you acknowledge and agree to the following conditions. Check all
boxes if you agree.

☐ I have read and understood the details of the assessment

I have been informed of the conditions of the assessment and the appeals process and
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understand I may appeal if I believe the assessment is not equitable, fair or just

☐ I agree to participate in this assessment, and I am ready to be assessed

I have acknowledged all sources where appropriate in accordance with Greystone

☐ College’s Academic Integrity Policy, and I believe other group members have done the
same
I declare that no part of this assessment has been copied from another person’s work
☐ with the exception of where I have listed or referenced documents or work and that no
part of this assessment has been written for me by another person.

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Submitting your assessment:
Complete all assessment tasks, upload the Templates document and submit in Moodle for grading.
Videos and information on how to submit work through Moodle are in the FAQ section of your VET
Orientation course. Once your assessment is graded, you will receive an email notification. Check
your grades and submission feedback on Moodle.

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Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.
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in the module or unit of competency and associated assessment requirements
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This requires the assessment evidence to be from the present or the very recent past
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Task 2 – Knowledge Questions
1. Why is it important to understand the needs of your audience and the purpose of your
communication when preparing your position?

It is important to get your message across clearly and concisely. Depending on the purpose
of the communication, the tone, information, and even body language can vary. The
position to take will be different if I need to inform, instruct, inspire, activate or
persuade.

2. Outline three (3) strategies for cross cultural communication.

1. Avoid hubbub and cultural stereotypes in your language and in any anecdotes, humor,
and supporting materials you use.

2. understand differences in male / female communication, body language, interactions

and terminology and be ready to hear objections from everything

3. Avoid colloquial words and phrases that can cause confusion

3. Define the purpose and the position you would take in the following situations:

Situation Purpose of the information Position

Providing a new employee Inform, instruct Cozy, professional.

with company history, policies
and personnel within the
company
A review with an under- To inform. To motivate Comprehensive, supportive
performing employee
supported with productivity
reports and feedback
Promotion of a new product Inform, persuade. Enthusiastic, confident.
range that your company is
introducing to the market that
will save customers money

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4. Select communication techniques for problem-solving strategies by placing the letter of the
communication technique next to the correct problem-solving strategy.
Communication techniques:
A. Negotiation
B. Mediation
C. Conflict Resolution
D. Incident De-escalation
Communication
Problem solving strategy
Technique
Involves closing down the issue before it grows into a bigger conflict. If this
were to happen in a meeting, you could shut down the conversation and agree
C
on another time to discuss it, then go through problem-solving steps to
resolve any issues.
Involves using problem-solving techniques or calling meetings to identify and
D
discuss the issues and reaching a consensus on how to solve them.
A process where two or more parties with different interests and goals discuss
B
issues to find a mutually acceptable solution.
A form of workplace conflict resolution, a confidential process where an
impartial and independent third person facilitates communication between A
two or more people in dispute.

5. Outline three (3) types or reasons for workplace meetings and include the purpose, types of
materials used and expected schedule.
Schedule
Meeting Type/Reason Purpose Types of Materials Ad hoc, weekly,
monthly
Provide training calendars, laptops
Group reunion monthly
and videos

Motivate the team videos

weekly
Group reunion

Set goals / solve problems plan, statistics and

Formal meeting quarterly
videos

6. Name four (4) strategies you would employ to run a structured and inclusive meeting.

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 1. Provide an opportunity for conversation.
2. keep an agenda.
3. contextualize the presentation.
4 be clear and concise

6. Organisations operate with many policies and procedures to assist with the smooth and
legal running of their business. Using the numbered list below, identify all policies and
procedures that would be used in the following communication situations (Note – some may
be assigned more than once).
Policies and Procedures:
1. Health and Safety policy
2. Employment contracts
3. Code of Conduct
4. Recruitment policy
5. Employee handbook
6. Complaints procedure
7. Confidentiality policy
Policies and Procedures used
Communication situations
(at least three (3))
Making an induction presentation to a group of new 1,2,3,5,7
staff members:
Negotiating with an unhappy and rude customer who 3,6,7
would like to make a complaint:
Participating in a recruitment meeting to discuss 2,4,5
candidates:

8. Name the government legislation that protects the Privacy of Information in Australia
and describe what it regulates.

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 The Privacy Act of 1988 was introduced to promote and protect the privacy of individuals and
to regulate how Australian government agencies and organizations with an annual turnover of
more than $ 3 million, and some other organizations, handle personal information.
This is the law in Australia that deals with privacy, so those in charge of storing the
information meet specific obligations to ensure that the information is used responsibly.

9. List at least three (3) pieces of personal information that are protected under the Act.

1. file numbers.
[Link] reporting system.
3. medical and health research.

10. Confidential information can concern areas of a business such as communication,

technology, operations, finance, transactions or third parties such as suppliers. Name at
least five (5) sources of confidential information within a business.

[Link]
[Link]
[Link] information
[Link]
[Link] and financial information

11. Where could you seek advice on how to handle confidential information? Provide at least
three sources.

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 1. Policies and procedures of the organization
2. Seek the advice of a more experienced co-worker.
3. Comply with all Commonwealth, state or territory privacy legislation

12. When communicating with others it is important to determine the tone, structure, and style
to use. Explain why this is important and the impact it can have on others. Include a
workplace communication example in your answer.

Depending on how a message is delivered, it could be understood one way or another and
could have a positive or negative effect.
When giving a presentation it is essential to determine the way in which you present it
according to the people who are taking the information, this is because if you use the wrong
way, it could be difficult for the audience to clearly understand the information.

13. Provide three (3) reasons why it is important to resolve conflict in the workplace.

[Link] to different points of view and accept opinions in the workplace.

2. Maintain a good work environment.
3. Avoid problems within the company.

14. What steps could Jenny take to resolve the conflict effectively? List five (5) steps.

[Link] a solution that works according to both objectives.

[Link] and find an agreed solution that works for both of you.
3. Discuss with Mark, proposing common ground before moving on to areas of difference.
[Link] your position.
[Link] the negotiation.

15. List three (3) techniques Jenny could use to control her emotions when talking to Mark.

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 1 .. Use intelligence.
2. Prepare for the conversation and anticipate what Mark might say.
[Link]'t take what mark says personally.

16. Access the BizOps Management team document. Use the organisational chart to complete
the following:

Name a relevant stakeholder, a reason why the stakeholder could be communicating with
BizOps, and which department manager at BizOps would need to give approval.
An example: HR Manager (Department) may communicate with Fair Work (Government
agency) when determining changes to work conditions (reason).
External Name/ Type of Reason for Seek approval from:
Stakeholder stakeholder Communication
Government ATO -financial report. Financial
Organisation
-changes in assets. department/Manager
-annual income.
Industry – Leather supplier - Changes in stock Operations Manager /
supplier of
goods for sale - Quality and complaints Production team
or use in the - Cost increase
business
- Deliveries delays
Media IT provider - Development in the Marketing manager
web site.
- New products
- New marketing
- campaigns
- Discounts

Event Associations - Request for material to Operations Manager

be used in the event
- Special discounts
- Marketing material

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17. Outline the process you would use to plan and document a negotiation and meet the needs
of stakeholders.

-Be precise about the objectives and needs of the Company and the interested parties.
- enhance the goals and needs of the other party and the reasons behind them.
- think about the concessions that the company could make during the negotiation.
- make an agenda: discussion topics, participants, location and time
- distribute the results and the tasks to be carried out by the responsible department.

18. It is important to confirm the outcome of a negotiation. Name two (2) ways you could
communicate with stakeholders and establish common ground for a potential compromise.

-Plan a meeting:
Stakeholder meetings are the best way to communicate the outcome of a negotiation. Being
in the same room with stakeholders should avoid misinterpretation problems.

-Project summary report:

It is a useful tool with growing distributed teams through the use of online platforms to
ensure real-time information.

Decide the best meeting forum for stakeholders to contribute to discussions for the following
business objectives. Name two (2) for each:

19. To inform all staff of a new system being introduced.

1. Face to face meeting
2. Training

20. To share details of a new product in the marketplace.

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 - Show attributes
- What makes my product better than the competition?
- Benefits that you can provide to the client and show what your added value is
- Where can they get the product and what will its value be?
- All this information is obtained from creative and consumer-friendly content, taking
into account the target group and the segment to be reached.

21. List at least (6) meeting materials to be prepared and distributed to stakeholders prior to
and after a meeting.

1. Be brief

2. Report costs

3. Advertising and product sketches

4. Schedules for monitoring and execution of tasks

5. Marketing analysis

6. Market research

22. Why is it important to follow up with stakeholders after a meeting? Give two (2) reasons.

1. The follow-up allows us to develop or improve the proposals that were generated in the
beginning.
2. Because it is necessary to know that both parties agree on strategies and budgets.

23. What must you first consider when beginning to prepare for a presentation?

Have a clear schedule of tasks in order to provide consistent and assertive information.
The parties involved are clear about each of the steps that will be carried out to achieve the
proposed objective.

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24. Why is it important to provide opportunities for the audience to ask questions and how
would you follow up with the audience after a presentation?

It is very important as it is the process by which the speaker receives information about how
the audience gets his message and you, in turn, respond to those signals. The feedback
process is not complete until the speaker responds to his listeners, including the audience's
reactions to the speaker's response, etc.
provide questions to your audience members and even ask them what they understand about
the point you just made. Be on the lookout for non-verbal cues and be prepared to respond to
all kinds of reactions from your audience throughout your presentation.

25. Identify two (2) strategies for evaluating a presentation.

1. Ask and Get Feedback - Your coworkers and friends can help you with their feedback. Take
the time to ask your closest colleagues to critique your presentation. Listen to what they have
to say, paying particular attention to repeating points.
2. Body language: Body language literally says more than words. Study body language and you
can see how your presentation is going moment by moment

25 questions total

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Task 3: Project – Develop a Communication plan

Step 1 - Review BizOps Customer Service Policy and Organisational

Plan.
1. Keep training all staff in customer service not only just in their induction period and add
more training courses whether it be advanced communication skills and how to handle
customers in a hard situation.

2. Evaluate the functionality and impact of the plan by a brief survey at the end of each call
with the customer if desired, otherwise continue to have online channels or extension on
the phone line for complaints and queries. 

3. Recruit a new part time staff for work during busy hours

ANSWER: With the aim of maintaining an excellent level of service in our commercial department
and responding to the demand in the increase in telephone sales, we have thought of the
following ideas that can be very useful to achieve the goals of the company:
1. The education of the employees will not only be determined during their induction period, it will
be constant during their stay in the company according to a training plan that will be created with
different options to ensure that the personnel get the type of skills and adequate training
according to the area in which they operate.
2. To ensure that our clients are advised in the best way, we propose to classify calls by areas so
that they are attended by suitable personnel with extensive knowledge to provide reliable and
secure support to our clients.
3. Finally, in order to meet the demand of the increase in telephone sales and in order to maintain
high standards of customer service and avoid increasing the workload of current employees, the
company will increase the number of customer service personnel and all these personnel. Must
have formal retail qualifications and receive internal training in product and service knowledge

Step 2 – Develop the communication plan

Communication Plan Template
Student must delete instructions when complete and before submission.

In the last three months there has been an increase in phone sales
Position statement:  which puts the quality of service at risk because the increase in demand
can lower the quality of customer service standards

Organisational Keep the focus especially on the goal of "The Right People
objectives: • Provide induction training at the beginning of employment to train
new hires to be informed, helpful and enthusiastic.
• Provide the physical, human and time resources to support an annual
professional development program for all BizOps employees "

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 And try to implement new training models for employees in order to
keep working on the rest of the organization's objectives.
 which are :
Financial stability:
• Increase revenue by 15% (compared to the previous 12 months) at
the end of the financial year.
• Maintain annual profit levels of 15% of revenues for all products and
services, calculated at the end of each financial year.
• Reinvest 75% of profits in the business at the end of each financial
year
• Market position:
• Maintain the number one rating in the annual national industry
customer service awards
• Launch new high-quality, unique consumer products to meet
customer demand, ahead of the competition, on budget, and as agreed.

Nancy Tooket, Managing director retail operations, BizOps

Gina Harris, Human resources manager, BizOps

Johan tines, Sales manager, BizOps

Relevant stakeholders
and any Sarah Voss, Customer Service Manager, BizOps
communication needs
, Phone Sales department Manager, BizOps

Darren Lin, Call Centre Consultant, Communication Centre

Video conferencing as suggested by Darren Lin.

Zoom – Video Conferencing 

Required resources
Link: [Link]

Method/forum  video conferencing, slideshow presentation.

Thursday 27 of May 2021

th

Schedule/delivery date
At 6:15 pm – 6:30 pm, Melbourne.

In the conduct of the video conference it will be noted that all work,
including ideas and concepts created in the meeting, will be the
intellectual property of BizOps and will be kept confidential.
Relevant
policies/procedures  All customer data that may be collected through the customer service
feedback survey will be managed in accordance with the Privacy Act
1988 (Cth) and the Australian Privacy Principles.

Authority to present - It have an information that be sensitive, confidential or conflict of

material interest whether it be our strategies, policy and procedure

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 -We do not have the authority to communicate this information.
-We need to seek approval with Nancy Tooket (managing director: retail
operations)

-Follow and be compliant with Bizop's Privacy and confidentiality

Confidentiality
Security/confidentiality policy requirement -Legal consideration has
requirements
been followed as per company status requirements

- Collected staff data (enclosed evidence) 

Documentation 
- Survey has been evaluated and activities has been taken in
 
consideration

The communication style will be formal and tone will be formal and
assertive. For effective communication we are going to start talking
about the main issue and with the exposed problems we will present
the possible solutions arguing each one of them as a second step, 
finally we will indicate the conclusions and suggestions. The
Position, tone, communication techniques that will be used will be to always show
structure and style of us the relevant information that Sarah can give us according to her
communication experience, pay attention to every detail that she needs, be open to
feedback and the perspective that they indicate to us in front of
their arguments and respond appropriately by giving our opinions in
a respectful way seeking to find the solution to the problem
presented.

The background that we need correspond to knowing the mission

and vision of the company contemplating the objectives that have
an institutional level in order to focus not only on solving the
problems that are currently found if improvements are not offered
to the organizational development process. It is also important to
External consultant: know the culture that the company manages in order to handle the
Information they same language for better communication and practices.
require
Questions to ask Questions: How is the sales process that is currently carried out with
the client and what are the times of each one. 
How is the after-sales service organized? 
Do you manage a loyalty program?

Step 3 – Prepare an email to Sarah Voss and other relevant personnel

Student must delete instructions when complete and before submission

Email Template
To:  Sarah Voss

Cc:

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 From: Sales Manager

Sent: 20 may 2021

Subject: Approval new strategic 

Hello Sarah Voss,

Due to the increase in telephone sales and the risk that this brings to the quality of the service
delivered by the company to customers, the following strategies are being devised to
continue to have an increase in sales with high quality service by our workers:
 Keep training all staff in customer service not only just in their induction period and
add more training courses whether it be advanced communication skills and how to
handle customers in a hard situation.
 Recruit a new part time staff for work during busy hours
 Make a survey at the end of each call to get customer’s feedback
We remain attentive to your comments and approval to start working on the current
organizational objectives, adding the new strategies and customer service guides that are
being prepared for the employees.

Thank you for your time, looking forward to your answer.

Best regards
Sales manager

Step 4 – Prepare an email to invite your department managers

and Darren Lin to the meeting.
Email Template
Student must delete instructions when complete and before submission

To: Nancy Tooket, Johan Tines, Darren Lin, Gina Harris 

Cc: Sarah Voss

From: 

Sent: 20 may 2021

Subject: Phone sales department customer service meeting

Hello Nancy Tooket, Johan Tines, Gina Harris and Darren Lin

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 As a higher demand for phone orders will impact our service standard level, we would like to
discuss about customer service plan to manage the phone orders with accuracy and maintain its
high standard service.
I hope you will attend this meeting which we have scheduled to take place on may 27,2021 at
6:30 pm on ZOOM, you'll find the link here. An agenda for the meeting is attached, the most
important topics for discussion includes 
-customer service plan 
-Goals

I expect that the meeting will last 15 minutes. Please let me know if you can attend the meeting

Thank you for your time, looking forward to seeing you on MAY 27 th

Best regards
Sales manager 

Negotiation Plan Template

Student must delete instructions when complete and before submission
Position statement:  In the company there has been an increase in sales in the last three
months of 30%, due to the high demand the number of calls will increase,
which is why the customer service department can be exposed to
deteriorate its quality with customers

Relevant In the negotiation are involved the Managing director of Retail

stakeholders operations, sales team and the  external consultant

Potential Lower the quality of customer service and therefore lose sales and not
issues/problems reach financial and reputational goals.

Not training employees on time or correctly for a high sales flow.

Not having enough staff to handle the high flow of sales.

The hiring of new personnel and new training was not within the
budget but they are costs that must be incurred if you want to continue
growing in reputational sales and if you want to achieve the objectives
of the company.

If the training and new staff are not able to adapt to the process on
time, the quality of customer service will decrease, which will lead to a

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 loss of sales, not being able to sell all the inventory as planned, bad
reputation in the market.
Objectives of It is expected to reach an agreement within the company to be able to
negotiation change the training strategy and achieve that the staff is not trained
only when the induction of admission is done but have more training,
additionally it seeks to reach an agreement for the hiring of more staff
for the hours where a large flow of sales calls is evident.

Finally, it seeks to implement a customer satisfaction survey with which

the work of the staff can be analyzed and in which factors it can be
improved and continue training.

Stakeholder As a BizOps team, everyone who is involve in this strategy plays an

needs/requirements important role.
Samantha Rangel, Phone Sales department Manager, Will work on the
design, development and evaluation of the strategy.
Nancy Tooket, Managing director retail operations, Is responsible for
reviewing and approving any strategy that is submitted.
Gina Harris, Human resources manager, Support the smooth running
of the training plan for new staff and the recruitment of new staff to
cover the busiest times of the day.
Johan tines, Sales manager, Evaluate the impact of the implementation
of the strategy as reflected in sales statistics.
Sarah Voss, Customer Service Manager, Support and review the
application of the communication and customer service skills of the
employees taught in the training and assess that calls are being
handled by the team without long waiting times thanks to the
availability of sufficient staff. 
Darren Lin, Call Centre Consultant, Communication Centre, advise on
the development, implementation, and evaluation of the strategy.
All information will be collected and integrated by the Phone sales
manager and submitted to Nancy Tooket.

Anticipated What might they say to prove your ideas wrong or unsuitable?
counterarguments
What areas might they challenge you on?
What response will you have ready for the challenges? Do you need
documentation, links, references, studies, data, reports etc.? Have you
considered timeframes, implementation processes, additional
communication and costings?

- Keep to training all staff in customer service not only just in their
induction period and add more training courses whether it be advance
Supporting communication skill and how to handle with customer in a hard
arguments
situation
If we only train our staff just in the induction period, the staff will
forget and not understand the lesson. When our staff do not

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 understand customer service, they will not know about how to provide
the best service for customer satisfaction or cannot handle customer
complaints. So, we need to keep training our staff in customer service
and add more training courses such as advance communication skill
and how to handle with customer in a hard situation
The analysed results of “Effect of staff training on customer service”
show that 93.3% of the respondents agree on the view that customers
complaints are handled professionally after the training 90.0% has
agree that the training has highly improved on their skills in delivering
quality service and 90.0% of the respondents agreed that they are
satisfied with their improvement in quality service.(Timothy, 2020)

-Recruit a new part-time staff for work in a busy hours

We do not have enough staff to provide a service to the customer in
this situation because we have a higher demand for phone orders. If
we do not have enough staff, it will impact the standard of service
level. The customer will have a bad experience in our service whether it
be waiting a call for a long time or our staff providing an inefficient
service because they are tired from receiving so many calls each day .
So we need to hire new part-time staff to work during busy hours. We
plan to hire part-time staff, not full-time staff because the cost of hiring
part-time staff is lower than hiring full-time staff. 

-Create a quick survey and do it at the end of the calls to get

customer’s feedback
The customer satisfaction survey helps us to find what areas that we
need to improve and it can provide the opportunity to address any
concerns. 

Task 4 – Role plays 1 & 2

Role-Play 1
Part A: Presentation meeting with staff and external consultant
Part B: Post presentation

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Part B – Post Presentation
Step 3 – Complete the feedback record template
Feedback Record Template
Student must delete instructions when complete and before submission

Feedback Record
Stakeholder feedback
Date: Stakeholder names:

Time: Stakeholder
positions:

Feedback on content
Good general perception of the situation, great sale and great
of presentation
confidence.

Feedback on delivery excellent verbal and non-verbal communication.

of presentation

Were objectives of
of course
presentation
achieved?
Suggested more interaction with the audience
improvements

Self-evaluation
Own evaluation of The information provided was brief and accurate, provided simple
presentation and clear answers to the problems they had to address.

Areas for Let the audience know that they can participate in the meeting as
improvement many times as they see fit and that any question is welcome if it is
related to the topic being discussed.

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 Step 4 - Write a Report
Report Template
Student must delete instructions when complete and before submission

BizOps Report
Date:
Name:
Department:
Purpose follow-up of proposals to improve customer service.
Overview Sarah Voss, the Customer Service Manager for BizOps Enterprises has
noticed a 30% increase in phone sales in the last three months.
She has proposed that you, as the manager of this department, meet and
speak with a Call Center consultant, Darren Lin, from The Communication
Center.
They talked about customer service processes and staff training in order to
establish three options to have the best resolution for increasing telephone
sales.
Key points The customer service policy and the BizOps operating plan were considered
so that the selected options were viable.
Three options were discussed:
1. The teaching of employees will not only be limited to their induction
period, it will be continuous during their stay in the company according to a
training plan that will be carried out with different options to ensure that
the staff obtain the type of appropriate skills and training.
2. To ensure that our customers are served in the best way, we propose to
classify calls by areas so that they are handled by appropriate personnel
with extensive knowledge to provide reliable and secure support to our
customers.
3. In order to strengthen the demand of the increase in telephone sales
and in order to maintain high standards of customer service and avoid
increasing the workload of current employees, the company will hire more
customer service personnel.
Summary of key 1. Meeting with Darren Lin, Call Center consultant.
points
2. Three ideas were discussed to solve the current situation.
3. Of the three ideas discussed, two were chosen to present to the
management team; improve the training system and classify incoming calls
to the call center

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Outcomes In order to comply with the policies of the company and address the issue,
the training of the personnel and the classification of calls resulted in us.
Now we need to have a meeting with the management to have the
approval of the selected solutions.
Actions or
Who is Responsible? By when?
recommendations
Meeting with the sales team
administrator
frequently.

a power point
presentation for the sales team
administrator.

approval pending sarah voss

by sarah voss.

How will the report The report will be distributed as a document via
of meeting Email.
outcomes be
distributed to
stakeholders?

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Role-Play 2
Part A: Prepare for a management presentation meeting
Part B: Present to management
Part C: Post presentation

Part A: Prepare for a management presentation meeting

Step 1 – Develop a communication plan
Communication plan
Student must delete instructions when complete and before submission
Position statement: Sarah Voss, BizOps Customer Service Manager:
Businesses have seen phone sales rise 30% in the last three
months. You are concerned that the standard of service
could decline with this increased demand.
Our team had a meeting with Darren Lin, a consultant Call
Center to discuss the situation and make a plan to improve
our customer service. In the middle of the meeting, two of
the three established options were filtered.
Organisational objectives:
[Link] strength:

-Increase income.

-Increase income.

-Reinvest 75% of profits.

[Link] position:

-Maintain qualification.

-Launch new exclusive high-quality consumer products.

3. People:

-Provide sufficient training.

-Provide resources to support professional development.

Relevant stakeholders and 1, Senior management team:

their needs -Comment session.
-Communications by email.
-Newsletters.
-videoconferences.

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 [Link] staff:
- Sessions of interest.
-meetings.
[Link] and telephone points of sale.
-videoconference.
Required resources The resources required to communicate information to
stakeholders are as follows:
-laptops.
-Meeting rooms.
-Internet.
- agendas.
-videoconferences.
-fixed telephones.
-Calls by google voice.
Method/forum -meetings.
-post.
-videoconferences.
-Newsletters.
Schedule/delivery date 30/08/2021
Relevant policies/procedures When communicating information:
 -Privacy policy.
 -Complaint procedure.

Referencing in the meeting or presentation:

 -Customer service policy.
 -Code of conduct.
 -employee manual.
Authority to present material If there is confidential company information that needs to be
shared, such as policies and procedures, statistical reports,
Sarah Voss as BizOps Enterprises Customer Service Manager
will seek approval from Nancy Tooket CEO of Retail Operations.

Confidentiality requirements -Polices and procedures.

-Statistical reports.
-Personal information.
-financial reports.
-Ensure that the information handled within the company is
not shared with people outside of it.
- A confidentiality clause will be included in each employee's
contract, which explains the handling of information and the
need to seek approval if required.
-It is important for staff to know what the information

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 classification will be, the process for gaining access, and the
information security guidelines to avoid delays,
misunderstandings, or significant losses.
Documentation -Reports and analysis.
-statistics.
-Emails.
-Newsletters.
-Grades.
-Visual supports.
-videos.
-Minutes of previous meetings.
Tone, structure and style of It should be considered that when addressing an audience,
communication communication techniques can help, we must have a clear
voice to be able to deliver the message without confusing the
audience, take into account what type of audience there is, as
well as a technical language to be able to explain what You
want to make known or the Position, tone, structure and a
more informal communication to reduce the tension that can
be seen in the presentation, we can also be accompanied by
experts on the subject in this way the audience can understand
what we transmit . Time is also an important factor,
lengthening the presentation a lot can generate a negative
reaction that will not allow the idea or the information we
want to communicate to be understood.
We must have all the information that is relevant to the client
to whom the product is directed, the objectives that we must
achieve or the improvements we want to make to the call
center, what types of program can be applied or
what training is required, number of staff and their roles in the
team.
Information that may be The questions asked should be focused on the objectives
required by management team that we want to fulfill in our team, the external consultant
must be shown the entire improvement scheme which must be
fulfilled in the sales team and analyze how
experience can be applied in our work team

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Step 2 - Develop a Negotiation Plan.
Negotiation plan
Student must delete instructions when complete and before submission
Position statement: Sarah Voss, BizOps Customer Service Manager:
Businesses have seen phone sales rise 30% in the last three
months. You are concerned that the standard of service could
decline with this increased demand.
Our team had a meeting with Darren Lin, a consultant Call Center
to discuss the situation and make a plan to improve our customer
service. In the middle of the meeting, two of the three established
options were filtered.
Relevant stakeholders
1. Senior management team:
-Comment session.
-Communications by email.
-Newsletters.
-video conferences.
[Link] staff:
-meetings
-feedback sessions.
[Link] and telephone points of sale:
-videoconferences.
[Link] customers:
-calls.
-communication by mail.
-Newsletters.
Potential issues/problems  [Link] costs in the budget:
 -training costs.
 -cost of the new system.
 [Link] problems with the new system:
 -staff that adapts to the new system.
Objectives of negotiation
Increase the budget to see the changes in the customer service
platform and providing adequate training to the staff.
the goal is to maintain good service and improve it, which will
eventually add value to BizOps company.
Stakeholder
needs/requirements
Anticipated What might they say to prove your ideas wrong or unsuitable?
counterarguments What areas might they challenge you on?

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 What response will you have ready for the challenges? Do you
need documentation, links, references, studies, data, reports etc?
Have you considered timeframes, implementation processes,
additional communication and costings?
Supporting arguments How can you support your ideas? What examples do you have?
What supporting evidence can you provide? Is there anything the
external consultant or another expert could contribute? Are there
case studies or statistics to support your idea?

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Step 3 - Prepare an email invitation to the management team
Email Template
Student must delete instructions when complete and before submission
To:

Cc:

From:

Sent:

Subject:
What are you inviting them to? Where will it be held? Who is attending? What is the purpose? Do
you require a response? Will they be required to prepare or bring anything with them? How long
will the meeting be? What is being discussed?

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Part B: Present to management
Step 4 - Conduct the presentation meeting

Part C: Post Presentation

Step 5 – Prepare a Feedback Record
Student must delete instructions when complete and before submission

Feedback Record
Stakeholder feedback
Date: Stakeholder names:
Time: Stakeholder
positions:
Feedback on content
of presentation
Feedback on delivery
of presentation
Were objectives of
presentation
achieved?
Suggested
improvements

Self-evaluation
Own evaluation of How was the pace of your presentation? Was the tone appropriate for
presentation the audience? Did the structure of the presentation make it easy to
present your ideas? Were you prepared for the questions? Did you
ask enough questions to gain understanding? Did you provide
enough information to your audience? Was the delivery in the right
format for the audience?
Areas for How do you need to improve the delivery of your presentation? Could
improvement you improve the content and the structure? What feedback did you
receive? How could you improve your questioning techniques?

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Step 6 - Prepare Meeting Minutes 

Meeting Minutes Template

Date: Date of meeting
BizOps
Time:
Meeting Minutes Location: Is the meeting online?

Meeting called by: Who is responsible? Type of meeting: Types could include status,
decision making, idea sharing, team building
etc.
Attendees:
Who attended the meeting?

MINUTES

Agenda Items: Topics of discussion Presenter: Who?

Discussion:
What was discussed?
Outcome:
What was decided?
Action Items Person Responsible Deadline
What needs to be implemented? By whom? By when?

OTHER INFORMATION
Observers:
Was anyone observing but not participating in the decision making?
Resources:
What resources were used to conduct the meeting?
Method of distribution to stakeholders:
How will the minutes be distributed to team members?

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IMPORTANT: Check you have completed the following for Role play 1 & 2.
 Conduct a presentation meeting
 Gain feedback using Moodle Forum and complete the feedback record template
 A written report
 Communication Plan
 Negotiation Plan
 Email invite to the management team
 Feedback record
 Meeting Minutes

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