BSBCMM511 Task 3 Nhat Van Nguyen

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Deakin University *

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709

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Business

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Feb 20, 2024

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BSBCMM511 Communicate with influence Task 3 Project: Participate in and lead meetings Assessment Templates Student ID Student Name mv094836 First Name: NHAT Van Last Name: Nguyen Submitting your assessment: Complete all assessment tasks, upload the Assessment Templates, and submit in Moodle for grading. Once your assessment is graded, you will receive an email notification. Check your grades and submission feedback on Moodle. Assessor’s acknowledgement: 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. Authentic : I am assured that the evidence presented for assessment is the learner’s own work Valid: I am assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements Current: I am assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past Sufficient: I am assured that the quality, quantity and relevance of the assessment evidence enable a judgement to be made of a learner’s competency Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 1 of 13
Task 3: Part 1, Step 1 Review document Important points from BizOps Customer Service Policy and Organisational Plan Provide at least three (3) points 1. Customers first: BizOps is all about putting customers first. They want to make sure every customer interaction is positive and that everyone leaves happy. 2. Handle with care: BizOps has a plan for handling customer interactions, no matter how they happen. They want to make sure every customer has a good experience, whether they're calling, emailing, or tweeting. 3. Get better all the time: BizOps knows they can always improve their customer service. They're always looking for ways to do better and they're always asking their employees for feedback. Ideas based on BizOps Customer Service Policy and Organisational Plan Provide three (3) ideas. Idea 1: Improve communication with logistics to see if they are capable to meet this challenge Idea 2: Hired a third-Party sales call department. Idea 3 : Meetings with all store managers Task 3: Part 1, Step 2 Communication Plan Template Position statement: The company's ability to satisfy the high demand for customer phone sales, which climbed by 30% in the most recent quarter, has raised some concerns. As a result, organising a few meetings will be necessary to plan the steps needed to address this new problem. Organisational objectives: Maintaining the top spot in the market, attracting the most qualified candidates for the company, and ensuring financial stability are the three goals of Bizops. The primary aim is to attain outstanding product and service quality, which are essential features that the organization Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 2 of 13
must currently uphold considering the current circumstances. Relevant stakeholders and any communication needs The managers of the phone sales departments, the customer service manager, and a third-party contributor —a call center consultant who has previously worked with the company—are the individuals engaged. Emails and video conferences are the predominant means of communication when in a digital setting. Required resources Through the Teams application, our communication strategy will be presented to the department manager and other stakeholders, and members will gather to discuss it. Computers and fast upload and download internet access are required for this. Using Google Docs, Microsoft Teams, and Whatsapp as digital tools, conduct the presentation. To be able to step in when needed, it is critical that every team member has their notes and templates ready. Method/forum We think that using Microsoft Teams for a video conference will be the most effective way to conduct this meeting, and using a PowerPoint presentation will be a valuable tool. The marketing team's Van Nhat Nguyen will be present when the communication plan is presented. There will also be stakeholders, Darren Lin, Sarah Voss, and the department manager. Schedule/delivery date The communication plan will be prepared during the week of November 21–24. On Thursday, November 22, invitations, and permission emails will be sent for the communication plan presentation, which is scheduled for Thursday, November 23. We plan to present the negotiation plan during the week of November 30, following the presentation and any potential approval. Relevant policies/procedures In general, you need to make sure that your actions align with the policies and procedures of the company when you communicate. Among them are: Code of conduct covers a range of subjects pertinent to the organisation and outlines how staff members are expected to behave while doing their duties. Confidentiality: this covers both personally identifiable information that, if revealed, could jeopardise the interests of a third party and commercially valuable information, such as trade secrets or company information. Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 3 of 13
1988 Privacy Act : You should be made aware of your obligations about the privacy of your clients by your company. It ought to advise you of its obligations for your privacy as well. It's wise to always treat any information you're given about a specific person as confidential. Social media usage : Without the CEO's specific approval, no employee is allowed to speak with the media. Any remarks made in public must come straight from the CEO. Authority to present material Depending on your function within the company, your manager may give you the permission to deliver materials and communicate with external stakeholders by email or verbally through instructions in your job description. As an example: Current clients or customers: Sales representatives and consultants’ Potential clients or customers: The business development team and customer service. Accountants and other relevant staff are employed by government agencies. Present vendors: ties with the right people Potential vendors There are policies and processes in place. Rivals: No conversation with people outside the company. Media: Only with the CEO's consent. Confidentiality requirements Confidential information pertaining to technology, business, finance, transactions, or third-party issues are some of the things that need to be controlled throughout the conference. - Information with commercial value, such as trade secrets - Private information that, if revealed, could endanger a third party. - Protected by the policies and procedures of the organisation. If you're not sure how to handle a specific piece of information: -Please consult the policies and procedures of your organisation. -Seek guidance from a more senior or seasoned coworkers - Adhere to all Commonwealth, state, or territory privacy laws. - Make decisions regarding the timing of information release - Distribute information in a note, notice, or staff meeting announcements, if applicable. Documentation We utilise a PowerPoint to help with our communication, Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 4 of 13
which includes the key points made thus far, pertinent data, and discussion points. To keep participants' interest and focus on the topic at hand, the visual component is crucial. Audience, tone, structure and style of communication We shall utilise language (not too formal) that includes Effective body language; a broad vocabulary; language tailored to the participants so that the message is properly conveyed; presenting the principles correctly; writing with objectivity and clarity. We'll also employ the collaborative technique, foster an accepting atmosphere, and empower everyone to voice their opinions without feeling guilty or afraid to do so. External consultant: Information they require. Questions to ask. It is crucial that we demonstrate the scenario we are working on and the goal we want to accomplish to the external consultant so they can better comprehend the purpose of the meeting. To help it better comprehend the roles of each participant, it is helpful to present pertinent data such as numbers and real values in addition to the framework we use. To keep everyone interested in the meeting, we'll provide interactive questions and solicit suggestions for how to keep and enhance communication at Bizops. Task 3: Part 1, Step 3 Email Template To: Rose Hargreaves, Sarah Voss, Johan Tines, Liz Hitchens, Sean Bamford, Mike Booth, Nancy Tooket, Sayo Yoshida, Mike Booth Cc: Daniela Florez Cadena From: Nhat Van Nguyen Sent: 23/11/2023 Subject: Seek approval To the Team: The purpose of this request is to obtain permission to disclose personal and confidential information in a meeting with our external advisor Darren Lin scheduled for November 25th at 8:00pm. Melbourne time in a few days. I'm waiting for your answer. Regards, Nhat Van Nguyen Task 3: Part 1, Step 4 Greystone College Australia : BSBCMM511 Task 3 Assessment Templates Version 1.0523 Page 5 of 13
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